One thing that has been annoying me a lot and I never got an answer to how or even if it's possible to change is how the duration is displayed. When something goes over 24 hours the duration suddenly shows 1 day... I know this and understand it when I see the numbers in a Task SLA, but I also know that for many normal users, they get confused and think that if the business duration is 1 day it means 1 work day(9 hours in our case) and not 3 work days(24 hours which it really is).
This is a good example
I have run into many times where the users think that this means that the SLA has been runing for 5 work days, 7 hours and 30 minutes. But the reality is totally different. If this was going to be in work days it should have shown about 14 workdays and 7,5 hours(since we work 8-17). As you tell this to the user you can see how their expression slowly changes shape..
Now, to give the users a better way of viewing this is to put it all into hours instead, not making it change it days when the numbers go over 24 hours. It will only take a few minutes to do and it will save a lot of time in the future, both for you and your users.
This is how you do it.
Go to the field you want to change, right click and choose Configure Dictionary
If you don't have the advanced view, switch over to it.
In the attribute field you type in this: max_unit=hours. this will make the duration field not to show days. You can for example also typ max_unit=minutes, making it show the duration in minutes.
Now. After you updated the field and gone back to the record will will noticed that it also have remove days from the field there.
This is a good indicator that you done everything alright =)
Now, back to the incident and the SLA, it now looks like this:
You can also read more about it here:
Setting the Duration Field Value
That's about it for this time.