Review and Complete Service Request Milestones

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.

The milestone status is updated on the Service Request record.