Creating Ticket in Back Date

[binmahmood]

Hi. We are tryint to adopt OTRS in new support project and while migrating from old state with no ticketing tool, we are having this problem. We need to create tickets in OTRS that were received lets say 3 weeks back. Also we are in process of aquiring Internet Access to our OTRS Server to fetch emails, therefore, currently we need to create tickets in morning for emails received in late night.

Any method to make it done please? We're usign OTRS release 3.3.11.

[crythias]

We need to create tickets in OTRS that were received lets say 3 weeks back.

So create them. I assume the problem is dating the tickets. The only way to do this effectively is to change the system date of your OTRS server.

we need to create tickets in morning for emails received in late night.

Do you literally want to create tickets that have a "This morning" timestamp versus "when they arrived/were sent"?

I don't believe the tickets necessarily rely on the date/time stamp of the emails to mark the ticket, so it seems reasonable to adjust the mailbox cron job to fetch tickets when you want to fetch tickets.

[binmahmood]

Thanks Crythius for your prompt response.

I am using MSSQL as DB. Can you confirm any possibility to change something in database to modify timings for certain tickets?

EMail is not configured yet, once it's done hopefully things will be better.

-Maaz

[jojo]

there is no need to change arrival times. Escalations (SLA) start based on calendar working times not arrival times

[binmahmood]

We have 24x7x365 SLA here....

Also, the main focus is to bring old pending tickets in the system which can only be brought by creating tickets in back date.

[binmahmood]

Crythias,

I will try creating tickets by changing server date. Thank you for your response...