In Request, the SLT in represented in the gui in nice way like following screenshot in the Target section of the IT Support Request.
It is very easy and flexible add Custom field in the Request to point at the SLT: it is possible to add entity link to point at SLT for Initial Review, SLT for Resolution, SLT for OLA/UC.
With simple rules these fields are automatically set on the Request and all data are available in grid view. These information are relevant for the Customer since they show the represent of the Signed Contract.
Unfortunately, these fields in the grid view are represented in internal format, not in the User format as in the Target section of the Request (see next screenshot)
THE IDEA IS: IN THE GRID VIEW THESE MEASURES CAN BE REPRESENTED IN THE FORMAT OF THE UI. FOR EXAMPLE AN OPTION TO REPRESENT THE NUMERIC FIELD AS "ELAPSED TIME" IS SUITABLE