Why didn't the SLA apply to an incident even though the Rule Log shows the rule that applies the SLA was triggered?
Service Level Agreements (SLAs) / Business Rules / Incidents
When an SLA is configured with a value of zero (0) for all incidents (chat, CSR, email, Self-Service, Total), it will not get applied to incident records.
From the Rule log it shows the rule that applies the SLA is matched, but the SLA is not effectively applied.
To resolve this, an SLA needs to be configured either with blank values for incidents (unlimited incidents) or with values greater than 0.