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06-12-2015 12:30 AM
An SLA turns to the Cancelled State if any of the START conditions of the SLA Definition changes.
Say if you have separate SLA for P3 and P4 and the ticket gets changed from P3 to P4, so the initial P3 SLA would get cancelled out and the P4 SLA gets attached.
Try to look in the START conditions of your SLA Definitions to cancel out the desired SLA records.