Overview of Milestones and Coverages Configuration

The First Response Metric and Resolution Metric milestones are preconfigured for every implementation.

These milestones have predefined criteria that specify when the milestone starts, pauses, and completes. You can review these criteria and modify them if required, to match your business rules.

In Setup and Maintenance navigate to:

• Offering: Help Desk
• Functional Area: Service Entitlements
• Task: Manage Service Milestone Configuration for HR Help Desk Requests or Manage Service Milestone Configuration for Internal Help Desk Requests

After you set up the milestones and coverages using the standard process steps described in the "How You Set Up Milestones and Coverages" topic, you can cover a wider variety of scenarios and adapt milestone functionality to your specific business needs. Here's where you can get detailed information about the advanced configuration for milestones and coverages:

• The "Set Up Additional Condition Columns for Standard Coverage Entitlement Rules" and "Set Up Administrator-defined Milestones" sections provide information about managing milestone conditions, as well as creating your own milestones.

• The "Configure Milestones for Multiple Business Units" section provides information about how to configure milestones for multiple business units.

• The "Troubleshoot with Milestone Diagnostics" section provides information about reviewing milestone diagnostics for troubleshooting.