Basic feature of showing SLA details to end users in service portal missing OOB?

[Suggy]

I feel that the basic feature of showing SLA details to end users in service portal missing OOB when an Incident is created.

I have seen in instances where a P5 incident is created, sla would be 5 days but meanwhile end user would be asking for updates every day whereas the fulfiller thinks its a simple incident, let me low prioritize it and he thinks to solve it on last day.. like that many such scenarios are there.

So I feel that showing SLA details to end user on portal is a basic thing.

Now that I want to propose this to all my customers - I just wanted to check with you all, how easily can we customize this to show SLA details on the portal?

[Dr Atul G- LNG]

Hi @Suggy 

Practically we never show SLA to end user bcz SLA are something which is meant for internal purpose. To show to end user you an use the due date. There can be more than 1 SLA attached to Inc and then user will get confuse which is right SLA and some time in backend we have OLA to work on SLA as well. So dont show SLA to end user.

[Suggy]

Hi @Dr Atul G- LNG  Ideally there will be only 1 active resolution SLA right? Will there really be multiple ACTIVE resolution SLAs practically?

Also ' due date' field OOB is always empty. I guess its a legacy field. Is there any other field we can show to the end users?

[Dr Atul G- LNG]

Hi @Suggy 

  Ideally there will be only 1 active resolution SLA right?

Atul: yes, Ideally it should be one.

Will there really be multiple ACTIVE resolution SLAs practically?

Atul: I saw few cases where more than 1 resolution SLA as well applicable.

Also ' due date' field OOB is always empty. I guess its a legacy field. Is there any other field we can show to the end users?

Atul: We can use date is best, you can see the working of same and use that mianly.

[Suggy]

@Dr Atul G- LNG sorry which field exactly are you referring when you say "

Atul: We can use date is best, you can see the working of same and use that mianly."