We are currently using OnTime in a number of regions. We have started to work throught the issue of multiple regions and the timestamping of emails and when a reqest is created. I am interested in finding others with similar issues and working with them both practically and review of ideas. I have started this thread to engage others so a working solutions can be designed.

At the moment we have created a trigger which captures when an email is received and entered into the database. From there utilsing a second table which we have created we can identify the location the request was sent from based on the support email address and then adjust the time of the entry into the database of the EmailMessage.SentDate and the Incident.CreatedDateTime. At the moment this then gives the ability to run reports based on the correct time stamping and localise the reports for that region.

This solution does not fix everything but is looking to be a good start. Any feedback or suggestions would be greatly received and considered. In this way we can work through the issue and all learn from the results.

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"The best way to predict the future is to create it" - Peter Drucker