Hi

Thanks for your response,

Yes our SLA is in Incident table and we don't have any state called cancelled in our system.

However the SLA which are cancelled from OOB functionality the cancelled SLA's clock are stopping, (i,e: if we are reducing the P1 incident to P2 then P1 attached SLA's are getting cancelled from the OOB and the clock also is not working for those.)

But in our case   two SLA's are getting attached per incident and while closing the incident based on closure dropdown list we are cancelling One SLA forcibly by business rule.

The SLA which was cancelled by our customized business rule is not stopping the clock.

Kindly suggest.

Thanks in Advance,

Saddam