Dear all
I am trying to figure out how to get SLA times shown in my Mails from Service Desk.
lets take an example.
I have customer with the following SLA values:
Priority 1
IRT 1 hour
MPT 4 hours.
I then have the standard setting of Warning at 80% and Escalation at 100%.
So after 48 minutes is the IRT warning activated and after 1 hour is the IRT Escalation mail activated.
So in the example is the Incident created at 9 AM, which means that the IRT warning should be tricked at 9.48.
So far so good. 
The problem is then that I would like to include the SLA times in my mail to the dispatcher.
So in the mail do I need to show the times like this
SLA IRT Exceed at 10 AM.
As we have 25+ different customers with each 2 different SLA's for Incidents and Change Request, can I not just calculate it from the Creation time, so any good ideas on how to get the SMARTFORMS to show the SLA times, for when the IRT runs out and MPT runs out?
Thanks a lot. 
Bo Schlichting
Gavdi A/S
P.S. Points will be awarded.