Use of Email Date/Time Against Timers

[Michael Sharp]

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.

[Steven Boardman]

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. 

[Michael Sharp]

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.

[Michael Sharp]

@Steven Boardman any feedback on this one please?

[HGrigsby]

++ 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 

[Michael Sharp]

@HGrigsby did anything ever come of this?

Regards,

Mike. 

[HGrigsby]

Hi @Michael Sharp

Unfortunately not!   I had to add a manual task to record the date the request was received. 

Helen