Michael Sharp Posted October 5, 2019 Share Posted October 5, 2019 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. 1 Link to comment Share on other sites More sharing options...
Steven Boardman Posted October 7, 2019 Share Posted October 7, 2019 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. Link to comment Share on other sites More sharing options...
Michael Sharp Posted October 21, 2019 Author Share Posted October 21, 2019 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. 1 Link to comment Share on other sites More sharing options...
Michael Sharp Posted April 15, 2020 Author Share Posted April 15, 2020 @Steven Boardman any feedback on this one please? Link to comment Share on other sites More sharing options...
HGrigsby Posted April 16, 2020 Share Posted April 16, 2020 ++ 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 Link to comment Share on other sites More sharing options...
Michael Sharp Posted March 13, 2021 Author Share Posted March 13, 2021 @HGrigsby did anything ever come of this? Regards, Mike. Link to comment Share on other sites More sharing options...
HGrigsby Posted March 15, 2021 Share Posted March 15, 2021 Hi @Michael Sharp Unfortunately not! I had to add a manual task to record the date the request was received. Helen Link to comment Share on other sites More sharing options...
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