First time to response and resolution time

[Paul Min]

Hi guys, 

If I have two service desk tickets that are the same issue exactly and I merge them and resolve duplicate the earlier-created ticket what happens to the time to first to response and resolution time for the open ticket? 

Hoping it will take earlier created date of the two tickets and the earliest response from both tickets to work out the time to first response and similarly for time to resolution?

But my guess is no?

[Jack Brickey]

Hi @Paul Min , Each issue will have its own SLA independent of the other. So if you resolve one as a duplicate, then the SLA will illustrate the time to resolution associated with when you closed the issue. The remaining issue will only represent the events and actions associated with it.