My company bills for the hours that we use in our service desks. In the interest of transparency to my clients I want to show them the original and remaining estimates on the issues in the service desk.
There may also be additional fields that we find helpful to show clients via their tickets and I don't know how (or if) this can be done.
Using the SLA is a good idea, but I will have unique estimates per issue, not ones that apply to the whole project.
Your second post is definitely what I'm looking to do... show those Time Tracking elements on the Service Desk screen for the clients. I just don't know where to set that up.
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