Overview of Administrator-Defined Milestones

In addition to using the predefined milestones for First Response and Resolution, you can also define additional milestones to track service requests. This lets you configure the application effectively, based on your own business processes and service standards.

The section "Set Up Additional Condition Columns for Standard Coverage Entitlement Rules" described how you can use other columns from the service request as condition columns for coverages, by editing the service mapping and creating your own matrix class. You can also add result columns to a matrix class to represent the administrator-defined milestones. In addition to adding new result columns to the matrix class, you must also do the following:

1. Modify the algorithm that specifies the entitlements to include the new columns you add.

2. Add the new milestone to the Manage Service Milestone Configuration task in Setup and Maintenance.