Customer context: The customer seeks to understand the SLA (Service Level Agreement) behavior when merging an overdue ticket with a non-overdue ticket.
Customer: If I have an SLA rule and I merge an overdue ticket with a non-overdue ticket, how will the SLA be calculated?
Answer: When you merge an overdue ticket with a non-overdue ticket, the resultant ticket will maintain its original importance (SLA timer) and not inherit the overdue status from the other ticket.