Overview of Setting Up Service Entitlements

Service entitlements allow your Help Desk organization to define the internal service level target for your entire employee base.

The entitlements are defined by a global default coverage that specifies the amount of time targeted for each type of Service Request milestone. Optionally, you can include the SR Business Unit as a criteria in the coverage rules, allowing you to set different target time frames for each milestone for each Business Unit. Once coverage is enabled, Help Desk agents can see warnings on each SR about upcoming or expired milestones. You can also configure object workflows to send out notifications about upcoming milestones.