Date of Ticket

elz17

I have come across an issue when polling (fetching) emails from our email server to create tickets.The tickets are being created with the date that the ticket was created, as opposed to the ticket having a creation date of the receipt date of the email.Normally under ideal circumstances this won't be an issue as there would only be a matter of minutes between the email being received and the cron picking up the email and generating a ticket.However, I still am a little concerned that if anything falls over with the cron and we have to load in emails, our users are going to be a little bothered (subtext: angry) that the response time will be measured from the ticket creation, rather than receipt of the original email.

ntozier

If your car is broken down, and you call your mechanic to tell them that you are going to be bringing it in to get it fixed... do you start measuring the time that it takes the mechanic to fix it based on your phone call, or when you drop the car off? I'm sure your mechanic would be happy to bill you for the extra time before he even has the car to look at it...Why would you be accountable for something that you do not have? The end user could write an email, hit send but not have internet and so when they shut down their computer the email sits in their outbox waiting to be sent. a couple days later they turn their computer back on (such as over the weekend, or holiday) and the email sends.

elz17

Still wanting any further information on this issue. No offense ntozier but your analgy is poor. If I call a mechanic to fix my car and he guarantees me a 2 week turnaround. I agree, tow truck comes picks up my car but takes a week before my car gets to his workshop, he measures time from when my car reaches the workshop, I measure from when my car gets picked up. See the problem? There are obviously other solutions here, but as anyone who works in IT, sometimes you are limited in what you can do in other areas so have to patch the problem from a different angle. Auditors are an unscrupulous lot.I am pretty sure the code just uses the current date/time for the new ticket, so if nothing like this has ever been noticed before, I could probably put something together to pick up the email receipt time on the exchange server. Any further information on anyone who has noticed this before would be appreciated