Possible Queries :
- Why is the order of conversations on this ticket incorrect ?
- How is it that the first response has been sent prior to when the ticket was actually created ?
- How are the conversations ordered when two tickets are merged ?
- What will be the order of the conversations when two tickets are merged ?
Resolution Path :
When two tickets are merged, the conversations from the secondary ticket will also be added into the Primary ticket as Private/Public notes (as configured during the merge) and it will be displayed in the chronological order of the date and time when the conversations were created.
An ideal way to merge a ticket is to merge a Newer ticket to an Older ticket. In this case, the conversations would be ordered correctly in chronological order.
However, if the case is where an Older ticket has been merged to a Newer ticket, then the order of the conversation could be different. The First response sent on the Older ticket would be shown as the first response on the newer ticket which could be even before the newer ticket was created, and hence the First response time could be in a negative value.
Therefore the recommended way to merge is always to merge a Newere ticket to an Older ticket.