How do I set up milestones and coverages?

You must set up milestones and coverages so that the ready-to-use milestones are automatically applied to service requests and monitored.

New customers are automatically opted-in to use Subscription Management instead of Service Contracts. For existing customers implementing service entitlements for the first time, Oracle recommends the use of the subscription coverages. Customers already using Service Contracts are still supported, however new features such as product-based service level agreements (SLAs) are only available with Subscriptions. For more information, refer to How do I enable subscription coverages for entitlements?

Here's the steps you require for this set up:

1. Manage milestone configuration (optional)

2. Create a coverage schedule (optional)

3. Create a standard coverage

4. Apply the standard coverage as global and customer defaults

5. Configure the scheduled process to monitor SR milestones

6. Add current milestone fields to the SR layout (optional)

7. Configure email notifications or other event actions from an object workflow (optional)