How You View the SR Milestones

A milestone is a significant event in your service request resolution process. Milestones are based on the service level agreements defined for your business, and they help you identify your compliance with these agreements.

When you create a service request, the related milestones are applied automatically based on the service entitlements assigned to the customer.

The Milestone Details tab on the Edit Service Request page lists all milestones with the due dates and warning thresholds. Milestones are updated and refreshed automatically.

Note: The time remaining field is an approximation and is rounded down.

• Use the Show drop-down list to filter the milestones you want to view.

• Click a milestone to view more information. The milestone details display the thresholds set for the milestone and the current status of the milestone.

  • A red alert icon on the milestone indicates that the due date has passed.

  • A yellow warning icon on the milestone indicates that it's approaching its due date.

  • A green icon indicates that the milestone was successfully completed.

• Use the List icon to view the completed and upcoming milestones in a table.

• Use the Timeline icon to view all milestones in a timeline graph.

  • Use the slider on the timeline to view the milestones by hours, days, weeks, or months.

• To refresh the milestone details manually, click Actions and select Update Service Request Milestone Configuration.