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Use of Email Date/Time Against Timers


Michael Sharp
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CH00156758 - You can now retrieve details of an email via 'Requests > Get Request Information > Source Email Details' Hornbill Automation when the source of a Request is an email

Regarding the above update to Service Manager - can we leverage the date/time of the inbound email against response and resolution times?

Regards,

Mike.

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  • 2 weeks later...
On 10/7/2019 at 7:46 AM, Steven Boardman said:

Hi @Michael Sharp this feature won't change how the timers are started, so you can't currently back date the timers to the email date/time, We have a separate story for this this.  iI have added you too that story and we will let you know when it progresses. 

Thanks @Steven Boardman I want to use the email date/time to correctly calculate a response SLA.  

Regards,
Mike.

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  • 5 months later...

++ 1 us too - we are talking this at the moment in about a process that Expert Services are going to be building for us.

We have a date the request was received in the building that we need to start a timer from rather than the date the ticket was logged

thanks 

Helen 

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