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
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