Hi,
Is it possible to set DATE CREATED for a request using mail commands?
Sometimes our IT technicians receive an email in their personal inbox that should really be a ticket in ServiceDesk.
To facilitate moving the email into SD+, we have a macro in Outlook that forwards the email and adds
@@REQUESTER=[original mail sender]@@
so the request is connected to the correct requester.
But the request is of course created with the date/time of whenever the email is forwarded by the technician, and not when he received the mail in his personal inbox.
Is there an email command like
@@DATE CREATED=[date/time original mail received]@@
so the request is tagged with the correct date created?