One thing that has been annoying me a lot and I never got an answer to how or even if it's possible to change is how the duration is displayed. When something goes over 24 hours the duration suddenly shows 1 day... I know this and understand it when I see the numbers in a Task SLA, but I also know that for many normal users, they get confused and think that if the business duration is 1 day it means 1 work day(9 hours in our case) and not 3 work days(24 hours which it really is).