Overview of Milestones for Multiple BUs

You can configure milestones using the Manage Service Milestone Configuration or Manage Service Milestone Configuration for Business Unit task.

As an administrator, you can create and manage milestones for service requests using the Manage Service Milestone Configuration task in Setup and Maintenance. However, when the Business Units feature of Service Offering is enabled, milestones must be defined for each business unit (BU) that intends to track them.

Here's how milestones are applied when BUs are enabled:

• If a service request is assigned to a BU, and milestones are defined for that BU, then the milestones are applied.

• If a service request is assigned to a BU, but no milestones are defined for that BU, then the milestones aren't applied.

• If a service request isn't associated with any BU, and a default BU is defined for that organization, then the milestones defined for the default BU (if any) are applied.