<h2>Why are task SLA records getting canceled?</h2><br/><div style="overflow-x:auto"><article><div ><h3 >Issue </h3><section><p style="box-sizing: border-box; margin: 0px 0px 9px; color: #485563; font-family: SourceSansPro, 'Helvetica Neue', Arial; font-size: 13px;">Check the start condition on the SLA definition. An SLA attached to a task is canceled if the start condition on the SLA definition no longer matches. It is important to understand this behavior inorder to define SLA conditions correctly. The start condition should be thought of as a condition that must be true for the whole period that you want the SLA to be active. It is not just a condition that has to match at the start.</p> <p style="box-sizing: border-box; margin: 0px 0px 9px; color: #485563; font-family: SourceSansPro, 'Helvetica Neue', Arial; font-size: 13px;">In Helsinki and later releases, two new fields have been introduced: <strong style="box-sizing: border-box;">When to Cancel</strong> and <strong style="box-sizing: border-box;">Cancel Condition</strong>. The feature was designed to provide better control when an SLA is canceled. For more information, see <a style="box-sizing: border-box; text-decoration-line: none; padding: 0px; cursor: pointer; color: #278efc; background: transparent;" title="“When to Cancel” and “Cancel Condition”" href="https://docs.servicenow.com/csh?topicname=c_SLAConditions.html&version=latest" target="_blank" rel="noopener noreferrer">SLA Conditions</a> in the product documentation.</p> <p style="box-sizing: border-box; margin: 0px 0px 9px; color: #485563; font-family: SourceSansPro, 'Helvetica Neue', Arial; font-size: 13px; border: 0px;"><img id="pasted_img_38a0f80038a00c4038a0dea038a0d370" style="box-sizing: border-box; margin: 0px; padding: 0px; border: 1px solid black; vertical-align: middle;" src="https://support.servicenow.com/sys_attachment.do?sys_id=dc29a8aedb02b450e515c223059619ae" alt="" width="800" height="431" align="bottom" border="1" /></p></section></div></article></div>