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Unified Catalog
Review and Complete Service Request Milestones

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Review and Complete Service Request Milestones

Track service-level agreement (SLA) timelines and fulfillment commitments for an assigned Service Request record.

Required Editions

Unified Catalog Editions and Permissions.

Before working with milestones, create an SLA policy with Service Request selected as the SLA policy type, add a milestone to an SLA policy and add a milestone action to the SLA policy. In Lightning Experience, use Lightning App Builder to add the Milestones component to the Service Request Lightning page.

An SLA policy defines fulfillment commitments for Service Request records. For example, an SLA starts when a Password Reset request is created and becomes compliant when the request status changes to Closed. Milestones track time-based targets and flag requests for escalation as deadlines approach.

The Milestones section shows resolution timelines and milestones that service reps complete. The separate SLA Information section shows milestone timelines and status. Requestors track the request lifecycle and review milestone and SLA statuses on their Service Request records.

  1. From the App Launcher, search for and select Service Requests.
  2. Open an assigned Service Request record.
  3. In the Milestones section, review the resolution timelines.
  4. Complete the work required for the milestone.
  5. Mark the milestone as complete.
  6. In the SLA Information section, review the milestone timelines and status.
    Service Request record with milestone timelines and SLA status

The milestone status is updated on the Service Request record.

 
Laden
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