I have a ticket where the Service Level Agreement (SLA) policy was applied but does not show on my query for either a breached SLA or achieved SLA in Explore. Why isn't a ticket counted in an SLA query even if it has an SLA policy applied?
Tickets with an SLA policy applied are not included in a query if no target was activated for it. Check the ticket events to confirm if an SLA target was applied.
For more information about SLA targets, see the article: Viewing and understanding SLA targets (Professional and Enterprise).