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?
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