Dear all,
I have 2 custom date fields in my incident form: "Start Time" and "End Time".
I'd like to calculate SLA times based on these 2 date fields. There is a possibility that those two dates can come together. ServiceNow gives the possibility to set a 'retroactive' start time setting it to a specific field ("Set start to" field in SLA definition form).
I am facing the issue in stopping the SLA based on the value in "End Time" field. Business Elapsed Time is not calculating based on "Start Time" and "End Time".
How to calculate SLA based on values in these 2 fields rather than the sys_created or sys_updated fields?
