SLA not attaching to record: SLA definition conditions not met

The SLA definition condition script is evaluating to false, preventing attachment due to field values, user criteria, or business logic not being satisfied. (high likelihood)

The SLA definition is configured for the wrong table name or the record's table does not match the SLA's specified table. (high likelihood)

The SLA definition is inactive, disabled, or has an end date that has passed, making it unavailable for attachment. (medium likelihood)

Required fields referenced in the SLA condition script are empty, null, or contain unexpected values on the target record. (medium likelihood)

The user triggering the SLA attachment does not meet user criteria specified in the SLA definition, such as role or group membership requirements. (low likelihood)

Step 1: Navigate to System Policy > SLA > SLA Definitions and locate the specific SLA that should be attaching to verify its configuration.

Step 2: Check the SLA definition's Table field to ensure it matches the table of the record you expect the SLA to attach to.

Step 3: Verify the SLA definition is Active and check the Start date and End date fields to ensure the SLA is currently valid.

Step 4: Review the Condition field script by clicking the calculator icon and test the condition logic against your target record's field values.

Step 5: Enable SLA debugging by setting the system property 'com.snc.sla.log.level' to 'debug' to get detailed attachment logs.

Step 6: Test SLA attachment by updating the target record or creating a test record that should meet the conditions, then check System Log for detailed error messages.

Step 7: If user criteria are specified, verify the current user meets the role, group, or other user-based requirements in the SLA definition.

Step 8: Use the SLA Debug option in the SLA definition form to run a real-time test against a specific record to identify which condition is failing.