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Would like to know how to configure Milestones and coverages per category in Next Gen Help Desk

in Help Desk 1 comment

Summary:

Hello

There are milestones already configured within the system per BU, but now we would want to configure Milestones globally per category.

I need help from someone who knows about the configuration setup on below Items:

  1. How to delete/Inactivate the existing milestones, there are many
  2. How to configure new Milestone, we wanted to configure for Reopen, Transfer along with First Response and Resolution metric.
  3. How to configure these per Category, It would be great if I get any detailed steps on how to configure these under coverages and mapping

I have created milestones for Transfer and Reopened, but I am unable to see them under configuration after save it, any idea on why it's happening

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