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Who: |
Customer Operations |
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Why: |
Filter the list of Milestones within an Order or Matter and update Milestone status and dates |
Before you begin
- The System Administrator must create the generic Milestone Types and Milestone Groups. Then instances of these can be added to Orders and Matter by Customer Operations personnel by one or both of the following methods:
a. Manually by Customer Operations personnel within an Order or Matter. See topic Milestones – Add to Order / Matter for more information.
b. Automatically when the Matter is created (for Matter Milestones) or when the Order is transmitted to the Provider (for Order Milestones). See topics Milestones – Basics and Milestones – Overview for more information on “automatic instantiation”.
Procedure
Find and open the Order (or Matter) which requires Milestones to be actioned.
NOTE: The Order (or Matter) can also be accessed via the Milestone Worklist. See topic Milestones - Worklist for details.
The View Order screen appears (or the Matter screen appears if Find Matters was used).
Click the Timeline tab.
The Timeline for that Order (also known as Gantt View) is displayed. See topic Milestones – Order / Matter Timelines for more information.
Click the Milestones button.
The Milestones panel appears.
N1 - The list of existing Order Milestones (if any) is displayed. (Or, if the Matter is being managed, the list of existing Matter Milestones is displayed.)
To filter the list of Milestones do the following:
a. Click the arrow next to the Search Milestones
The Search Milestones panel is displayed.
b. Type part of the Display Name of the Milestone and tick the other options as required to filter the list.
c. Click the Search
The Milestones list is filtered to display only Milestones matching the search criteria.
To reset the Milestone list (show all Milestones) do the following:
a. Click the Clear button.
b. Click the Search button.
The Milestone list is reset. All Milestones associated with the Order (or Matter) are displayed.
To hide the Search panel, click the arrow next to the Search Milestones heading.
To complete a Milestone, do the following:
a. Either type the Actual Date including the time (format dd/mm/yyyy hh:mm) or use the Calendar icon to select the date and time.
b. Click the Save button.
N1 - A message indicates whether the action was successful or not.
N2 - The status of the Milestone is updated. If the date you enter is before or equal to the Forecast Date, the status changes to COMPLETED (
). If the date you entered was later than the Forecast Date, the status changes to BREACHED (
) .
N3 - In the example shown below, because the Actual Date of the anchor Milestone in the chain is now known, the Status of next Milestone down the chain has changed to OVERDUE (
). Until the Actual Date of that Milestone is entered, the Status of the next Milestone down the chain cannot be determined so it remains as PENDING (
).
N4 – Milestones with a Forecast Date in the future that have not yet been completed are still ON TRACK (
).
Applying Actions to Milestones:
Milestone Status is automatically updated after the Actions selected and/or the dates entered have been saved. Available actions vary depending on whether the Milestone is an Anchor or a dependent Milestone. The LPG will not allow you to set the Actual Date to a future date.
If you select ACTIVATE in the Action drop down list on a Milestone that is already completed (an Actual Date is entered), the Actual Date is deleted and the Status is reset depending on the Forecast Date. Any dependent Milestones below this will have the Actual Date deleted and their statuses reset.
If you select COMPLETE in the Action drop down list, the Actual Date is set to the current date and time and the Status is set to COMPLETED or BREACHED depending on whether the Actual Date is before or after the Target Date.
If you select DISABLE in the Action drop down list of a dependent Milestone, any Milestones below this on the chain will bypass the disabled Milestone and connect to its parent Milestone.
If you select BLOCK in the Action drop down list of an Anchor Milestone, any dependent Milestones are effectively deactivated. The only action that can be taken on the dependent Milestones is to disable them (the Actual Date is no longer visible).
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NOTE: You must change the Target Date to the future before you can block an Anchor Milestone. The Actual Date is still editable on a blocked Milestone. If you enter an Actual Date, the Status is set to COMPLETED or BREACHED depending on whether the Actual Date is before or after the Target Date. |
Select Action COMPLETE on a Milestone with a dependent Milestone below it on the chain.
N1 - The Actual Date is set to the current Date/ Time.
N2 - The Status of the Milestone is either set to COMPLETED or BREACHED (depending whether the Actual Date is before or after the Target Date).
N3 - Because the Actual Date is now known, the Target Date and Warning Date on the next Milestones down the chain are updated.
Select Action COMPLETE on a dependent Milestone which is down the chain.
N1 - That Milestone and any Milestones further up the chain that are not already completed have their Actual Date set to the current date and time.
N2 - The Status of that Milestone and any Milestones further up the chain that are not already completed are either set to COMPLETE or BREACHED.
Click the Milestone History button.
The Milestone History panel appears displaying a list of all Milestone activity relating to the Order (or Matter). The list can be filtered by clicking on Search.
Click the Info checkbox to reveal the details of each Milestone change.
Tips & Troubleshooting
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