Mark (ESC) Posted November 6, 2020 Share Posted November 6, 2020 Basically want to see how long it take us to transfer an email from the inbox into a ticket. I can see each email as an time of how long it has been sitting in the inbox, is this information (date/time) kept as the email is made into a ticket. If this is the case, what field is this information stored in. Had a look but gone a bit snow blind searching. I can then create a report to see average email to ticket times for each day. Thanks Link to comment Share on other sites More sharing options...
Steve Giller Posted November 6, 2020 Share Posted November 6, 2020 If you're creating the Request from the email then the Get Source Email node has a timeRecieved value that you can put into a Custom Field. Link to comment Share on other sites More sharing options...
Mark (ESC) Posted November 9, 2020 Author Share Posted November 9, 2020 @Steve Giller Thanks I will need to investigate this Get Source Email node. Quick question, is this node used in the Progressive Capture or the Business Process ? Link to comment Share on other sites More sharing options...
Steve Giller Posted November 9, 2020 Share Posted November 9, 2020 This will be in the Business Process. Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 9, 2020 Share Posted November 9, 2020 https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Source_Email_Details Link to comment Share on other sites More sharing options...
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