[rt-users] Started date is incorrect when owner replies via email

Kenneth Marshall ktm at rice.edu
Thu Jul 9 13:00:34 EDT 2009

On Thu, Jul 09, 2009 at 10:10:50AM -0600, Sara Kinner wrote:
> We use RT's "started" date to generate statistics on how quickly we
> action issues, but noticed that emailing a ticket does not update the
> "started" date.
> Is there a workaround for this?
> I realize we could look at all transactions for a given ticket and
> find the earliest one where the transaction is a correspondance and
> the transaction creator is the ticket owner, but that seems tedious.
> I'm guessing RT avoids updating the started date on email transactions
> just in case the requestor sends a followup email or something
> similar.
> Thoughts?

The "started" date is updated once work begins on a ticket. An E-mail
to the RT system, does not indicate the beginning of work on an issue.
Just like "asking for help" does not indicate in any way that assistance
or help is in the process of being provided. That being said, you should
be able to use a scrip to make this happen.


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