ticket creation date based on email send / receive date

Hi all, Once again: Is there any way to set the ticket creation date based on the email send / receive date. The reason behind: Sometimes the requests are sent to the wrong email box and moved / copied later to the otrs inbox. Therefore I'd like to use the send / receive date and not the fetch date. I appreciate any hint! Thanks mb

Hi, On 23.07.2010, at 07:59, mb wrote:
Once again: Is there any way to set the ticket creation date based on the email send / receive date. The reason behind: Sometimes the requests are sent to the wrong email box and moved / copied later to the otrs inbox. Therefore I'd like to use the send / receive date and not the fetch date.
I appreciate any hint!
I actually would like to have this as a configurable option in OTRS. Unfortunately this is currently not available. Would you also be fine with having some commercial based development from OTRS AG? If so just drop me a line to enjoy@otrs.com. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project

Hi,
Once again: Is there any way to set the ticket creation date based on the email send / receive date. The reason behind: Sometimes the requests are sent to the wrong email box and moved / copied later to the otrs inbox. Therefore I'd like to use the send / receive date and not the fetch date.
I appreciate any hint!
...there's a similar function in Kix4OTRS (f.k.a. OTRS::CiCS). This function changes the create-timestamp of articles. It does not use the send-date automatically because it's too simple to manipulate it. It's disabled by default (SysConfig "Ticket::Frontend::MenuModule###500-AgentArticleManipulate") and by default restricted to group admin. But you may change the configuration to fit your needs. You can download the OTRS-extension package Kix4OTRS at http://www.cape-it.de. regards, Torsten Thau -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de
participants (3)
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mb
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Nils Leideck - ITSM
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Torsten Thau