Tickets logged via email routing - "Last Updated" field is blank

[samwoo]

Good morning,

For quite a while now, any tickets that are logged via Routing Rules, the "Last Updated" field is blank. Because I've been noticing this for so long, I don't know if this is a defect or it has always been like this, in which case the following is an enhancement request.

I would like to request an enhancement to have the Last Updated Field populated with the Date Logged information when a ticket is logged via the Email Routing Rules, or have a condition in the Request List if Last Updated is NULL then return the Raised On value instead.

We sort by Last Updated ascending so we can pick up any new or updated tickets, but any new tickets logged this route would be at the bottom of the request list, which is not ideal for new tickets coming in.

Here is a filtered view - if we just focus on any new tickets raised in the teams we support, any tickets where Last Updated is blank will appear right down the bottom, especially within larger teams.

Thanks,

Samuel Wood

[Steve Giller]

"Last Updated" is populated when an Update is made - so I would expect that adding an update in the Timeline via the Workflow when a Request has been raised via a Routing Rule should fix this for you.