The business wants to see that the customer has been responded to within 2 hours. I can do some reporting to workaround this but its harder than it needs to be. Ideally it would be nice if I could populate the response due by field with the right target value.
The workaround will work from a technical perspective, but it still poses a problem for the requester. Whatever value I sent as the resolution in the SLA is doing to be displayed to them in the yellow banner which will create a false expectation of when it will be completed