Why Ticket Isn't Counted in SLA Report
Learn why a ticket with an SLA policy might not appear in your SLA report. Understand the role of SLA targets.
Why isn't my ticket counted in an SLA report?
If your ticket isn't showing up in an SLA report, it might be because no SLA target was activated for that ticket. Even if an SLA policy is applied, it won't be included in the report unless an SLA target is triggered. To verify, you can check the ticket events to see if an SLA target was applied.
For more detailed information about SLA targets, you can refer to the article: Viewing and understanding SLA targets.
More related questions
How can I check if an SLA target was applied to a ticket?
To check if an SLA target was applied to a ticket, you need to review the ticket events. This will show you whether an SLA target was activated, which is necessary for the ticket to be included in SLA reports. If you're unsure about how to view…
What should I do if my ticket isn't in the SLA report?
If your ticket isn't appearing in the SLA report, first check if an SLA target was activated. Without an activated SLA target, the ticket won't be counted in the report, even if an SLA policy is applied. For further guidance on SLA targets and how…
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