I have a ticket where the Service Level Agreement (SLA) policy was applied but does not show on my report for either a breached SLA or achieved SLA in Explore. Why isn't a ticket counted in an SLA report even if it has an SLA policy applied?
Tickets with an SLA policy applied are not included in a report if no SLA target was activated for the ticket. 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.