Milestone types are added and arranged into groups within Work Types. This effectively forms a template which Customer operations personnel can use to create instances of Milestones within Orders and Matters.
Before you begin
This is Step 1 in the Milestone creation process. Milestone Groups (Step 2) and Milestone Tags (Step 3) follows this step.
System Administrator role must create the generic Milestones and Milestone Groups. Then instances of these generic Milestones can be added to Orders and Matters by Customer Operations personnel.
If LPG is configured for “automatic instantiation” of Milestones, the following happens:
a. Milestones instances are automatically added when an Order is transmitted to a Provider or when a Matter is created.
If LPG is configured for “extended milestones”, the following is available:
a. Working Hour granularity.
b. Milestone Dependencies
c. Extended Anchor point
See topic Milestones Basics for details.
1. On the LPG menu select Reference > Milestones.
The Milestone Management screen appears with the Milestone Types tab selected. A list of existing Milestone Types (if any) is displayed.
2. Click the Add New Milestone Type
The Add New Milestone Type panel drops down.
3. Fill in the details of the new Milestone Type.
A - Context: Will the Milestone be associated with Orders or Matters? NOTE: Context cannot be changed once it is saved.
B - Name: Maximum 20 characters. NOTE: Name cannot be edited once it is saved.
C – Display Name: Maximum 40 characters, describes the Milestone.
D – Forecast Date Offset – The offset relative to a fixed date based on a calculation strategy.
E – Warning Date Offset: This identifies how long before the Milestone is due for completion that a warning message/email is sent to the user. (This is dependent on the Milestone messaging configuration set by the Sys Admin. See topic Milestone Configuration for details.)
F – Provider View: Allows the Provider to see the Milestone.
G – Provider Edit: Allows the Provider to edit the Milestone.
H – Enabled: If the Milestone is not enabled it cannot be used on Orders/Matters.
4. Click the Save button.
The message in green text indicates that the Milestone Type was successfully added. The new Milestone Type is displayed in the list.
5. From the Milestone Types tab, Click the Search Milestone Types heading.
The Search Milestone Types panel drops down.
6. Enter the required search criteria.
Context – search for Milestones associated with Orders or Matters (or both).
Name – partial match. E.g. search for Milestones with the word “start” in the name.
7. Click the Search
The list of Milestone Types is filtered so only those matching the search criteria are displayed. In this example, the search returned all Milestones with the word “test” in the name.
8. To edit a Milestone Type, click the Edit button next to the Milestone Type.
The Milestone Type is highlighted in dark grey and the fields become editable.
9. Edit the details of the Milestone Type as required.
10. Click the Save button.
Tips & Troubleshooting
NOTE: When Customer Operations personnel create instances of Milestones, they cannot edit the basic definition of the Milestone outlined in the steps above. They can only edit the status and completion date of the Milestones. It is therefore important for the System Administrator to correctly define the generic Milestones to suit the needs of the users.