How do I view the milestone diagnostics report?

Here's how you can view the milestone diagnostics report:

1. In the Setup and Maintenance work area, go to the following:

   • 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

2. On the Manage Milestone Configuration page, click Actions > View Milestone Diagnostics.

   The Service Request Milestone Diagnostics page is displayed.

3. Enter the help desk request number in the Service Request field.

4. Click Check Milestones.

   The milestones that are applicable to the specified help desk request are displayed in a table, with the corresponding metrics and the following details:

   • Defined for BU: Indicates whether the milestone configuration definition was created for the applicable business unit.

   • Applicable to SR: Indicates whether the milestone from the specified coverage would be applied to the help desk request.

   • Notes: Provides more information when the milestone isn't applicable to the help desk request.