It would be great to have the SLAs defined on the system visible for the end users when a service request/incident is opened.
I can see in a consumer facing service desk where this might be beneficial, however in an enterprise service desk setting, wouldnt this usually be behind the scenes?
Thank you for your comment. SLA visibility for end-users would be anyway beneficial as they would be able to track the SLA time without asking or poking the service desk engineers about the status of any calls. This also improves the service from the end-users prespective.
At this point in time, this is not in our plans. I would however love to hear what some other members of our community think about this. We may consider this later on based upon this input.
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