SLAs won't cancel on cancel condition

[Abbottronix]

Our SLAs are suddenly failing to cancel on their cancel conditions, I've played around with them for an hour and I can't for the life of me figure out what's wrong with them.

As you can see, the SLA should cancel when the incident is no longer at priority 4, however when we change the incident priority, the SLAs don't cancel. 

I tried setting a change of priority as a stop condition and that didn't work either. I really have no idea what's going wrong. Here are the other SLA settings in case they're relevant:

[Abbottronix]

I've figured out that the SLAs are only failing to cancel when new SLAs are created. If I deactivate the higher priority SLAs and then upgrade the incident priority, the low priority SLA cancels as expected. However if the higher priority SLAs are active, and the incident priority is upgraded, new SLAs are activated, but the old ones don't cancel. I have no idea what this means.

[Abbottronix]

I enabled logging like you suggested and I found out it was upset about some workflow being deactivated. I never would have found that without logs.

[Abbottronix]

Update: I've noticed that this problem only occurs when new SLAs are being generated by the new conditions.  If I deactivate the higher priority SLAs and then upgrade the incident priority, the low priority SLA cancels as expected. However if the higher priority SLAs are active, and the incident priority is upgraded, new SLAs are activated, but the old ones don't cancel. I have no idea what this means.

[Abbottronix · Accepted solution]

I used the SLA logging to find out it was throwing out an error when the priority was getting updated, and it turned out a workflow called “SLA notification and escalation flow” had been deactivated. Turning that back on fixed the problem.