Check for Active flag on SLA Definition
Only active SLA definitions are evaluated.
Note: In Geneva and earlier releases, the Active option is not displayed on the default form layout or the default list layout. To verify if your SLA definitions are set to Active, configure the form and list layouts to show the Active option.
Check the Start condition on the SLA Definition
An SLA is attached to a task record only when values on the task record match the start condition specified in the SLA definition.
Check the Stop condition and Cancel condition on the SLA definition
If the values on the task record match either the Stop or Cancel conditions, the SLA is not attached to the task record, even if the Start conditions match.
Note: The Cancel condition option is available in Helsinki and later releases.
Check for customized business rules that might be setting the workflow to false
Check for any customized "before" business rules on the task table that might be setting the workflow to false. The code is: current.setWorkflow(false);.
Comment out current.setWorkflow(false); statements and then test if SLAs are being attached. Setting a workflow to false stops further business rules from being executed. The SLA Engine depends on the base system business rules Run SLAs and Process SLAs to evaluate SLA conditions.
Check if the base system business rules are active
Check if the base system business rules Run SLAs and Process SLAs on the Task table are active.
Check if any custom query business rules are defined
Check if any custom query business rules are defined on the Task or SLA Definitions table that could be filtering out the records.
A query business rule provides the ability to add additional conditions whenever a table is queried. This might stop the SLA engine from being able to query the Task or SLA Definition records and could lead to improper evaluation of the SLA definitions.
Refer to the below screenshot to see how to query for any active Before Query business rules.
Note: This issue has been fixed in Helsinki and later releases. Refer to KB0553527 for complete details. This article also provides a workaround for Geneva and prior releases.