Some of the the tickets that have an SLA policy applied to them are not showing up in my Explore report on SLA tickets. Why are some of them not being counted?
A ticket only counts as an SLA ticket if the SLA policy is applied to the ticket AND at least one of the SLA targets from that policy is applied. Learn more about SLA metrics in this article: SLAs metrics.
To see what parts of an SLA have been applied to a ticket, you can check the ticket's events view.
For example, this ticket had an SLA policy applied, but was solved by a trigger before any targets were applied. This ticket would not count as an SLA ticket.
This ticket on the other hand, had the SLA policy applied, and had two of the targets applied as well. This ticket would count as an SLA ticket.
Learn more about how SLA targets work and get applied to tickets in these articles: