Hi Anurag,

first of all thanks for your feedback. Well, my question is a bit different, I want to stop the SLA (and yes, I can do that with condition suggested by you), but I need to calculate time elapsed between my custom Start and End time. Let me explain better with an example:

Operator set Start Time value as "2016/10/26 10:00:00" and set the End Time as "2016/10/26 12:00:00". Even if both fields are populated at 14:00:00, SLA elapsed time should be 2 hours (from 10:00:00 to 12:00:00, from Start to End).

Regarding the Start Time, I can set retroactive start to my custom "Start Time" field, but I cannot find a way to tell ServiceNow to calculate the end of SLA time by using my End Time custom field. Is there any possibility to do that?

Thanks

Ernesto