Most of our incoming support queries go directly to the ticketing system, but some wind up in mailboxes and are then bounced to the correct queue. Occasionally, the queries are time-sensitive, and we need to know when they came in without having to look at the full ticket history.
I had to dig a bit to figure out how to get to the correct header so I thought I'd share this tip, to save anyone else the work: To add a Date: header to your template body with the original date of the transaction, when it may have been bounced from a received inbox to the ticketing system at a later time (defaults to transaction create date): Date: {$Transaction->Attachments->First->GetHeader('Date') || $Transaction->CreatedAsString} -- Eleanor J. Piglet Evans, e...@panix.com Customer Support, (212) 741-4400