When OTRS fetches emails from an IMAP account it forgets the original send date and replaces this with the fetch (!) date.
Normally this is not a problem, but when you're importing an existing IMAP folder with many emails into OTRS all dates are set to the import data.
This is not cool and I would like to know if there's some way I can have OTRS read the email headers and use that to replace the create_time field in the article table.
I was thinking of using the filter module of the postmaster (or something similar).
How do I get OTRS to read the date header in the email and use that date for the create_time?
Best Answer
The short answer is: this is not possible. The long answer is: if you want to do this you need to modify the TicketCreate() method, because it will currently only take the current time as create date for a new ticket.