Monitor Service Request Milestones

Use the Monitor Service Request Milestones scheduled process to periodically check open milestones on service requests to see whether they have passed either the warning threshold or expiration date and time.

This process reviews all service request milestones that are open and not paused. For each milestone, the process does the following:

• raises a warning for milestones that have passed the warning threshold identified in the coverage, without being completed

• sets expiry of milestones that have passed the due date and time without being completed

When to Use

You can run this scheduled process when you're using service request milestones to track service level agreements and other commitments. If you don't schedule this process to run, service request milestones aren't in warning or expired states. The downstream processes that rely on these states may be impacted. An example of such downstream processes is workflow e-mail that you may have configured.

Privileges Required

Verify that you have the following roles or privileges:

• Roles

  • Application roles such as Service Request Administrator, HR Service Request Administration role

• Privilege

  • SVC_SCHEDULE_SERVICE_JOBS_PRIV

Before You Start

Review the following before scheduling this scheduled process:

• Recommended Frequency:

  • It is recommended to schedule this process to run every 15 minutes, if business requirements permit. If business requirements dictate, the process can be scheduled for every 5 minutes depending on volume.

• Execution Time:

  • Less than 10 seconds for a single record

  • Less than 3 minutes for 10k records (open milestones)

• Compatibility:

  • No compatibility considerations or dependencies.

Parameters

None.

Troubleshooting Information

Use this information to troubleshoot the scheduled process.

• While scheduling the job, there is an option to provide recipient details for notification of the process completion.

• If the scheduled process didn't run successfully, the compliance of outstanding milestones and warnings aren't updated, and no compliance nor warning notifications are sent.

• If the job fails for some reason, there is no additional cleanup required; the next time the job runs, all pending records are found and processed accordingly.

• You can identify if the job has run successfully by confirming that non-compliant milestones have been marked as Expired by setting ComplianceFlag to N within the expected time frame. Similarly, milestones within the warning threshold time to expiration is marked as Warned by setting WarnedFlag to Y.