Is it good to have milestones as a countdown for internal processes? For example, let's say we don't have sla with a customer, but we want to have internally a rule to support that we will support him within 2 hours. Are milestones the way to go or is it not a best practice?

1 Answer 1


For your scenario, the Milestone will work,


The above link will guide you to set up a milestone.


If more than 24 hours remain on a milestone, the countdown displays in days (for example, 1d). When fewer than 24 hours remain, the countdown format switches to hours/minutes/seconds.

For this, an idea is also raised,


Business Hours Work in Entitlement Management will work for you.

Try it,



I hope it helps.


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