Thank you @[deleted]01 that helped a lot.Here is what we ended with in Support/include/class.threas.php from 'sla_id' => array(__('SLA'), array('SLA', 'getSLAName')), To 'sla_id' => array(__('SLA'), array('SLA')),The SLA now shows up to the employee like this (Updated by Black, Joe 04/19/2017 5 pm — SLA changed from 4 to 2). It now no longer shows the SLA time frame that we will use as a turnaround time reminder, thus not giving false expectation.