ServiceDesk sets a wrong timezone for user while the time is correct.

Article:TECH166190

Created: 2011-08-02

Updated: 2012-03-20

Article URL http://www.symantec.com/docs/TECH166190

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Article Type
Technical Solution

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Problem

When we detect and set the user timezone (which happens every time a user logs in) we set the user timezone to the first matching UTC value which is not necessarily the right timezone. See examples below.

This is causing considerable confusion, especially as customer-configurable options for setting timezone were removed in 7.1.

- User in UK always gets '(UTC) Casablanca' as timezone and never '(UTC) Dublin, Edinburgh, Lisbon, London' one would expect.

Due to a number of previous issues with ServiceDesk timezones and '(UTC) Casablanca', a better example:
- User in Sarajevo will not get the expected '(UTC+01:00) Sarajevo, Skopje, Warsaw, Zagreb' as a timezone but always '(UTC+01:00) Amsterdam, Berlin, Bern, Rome, Stockholm, Vienna'

Environment

ServiceDesk 7.1
Workflow 7.1

Cause

In the Symantec Workflow engine that underlies ServiceDesk, the time zone region detection is approximate. The Workflow engine relies on the user using the correct offset, which approximates the region.

Solution

There is currently no way to determine the timezone region. The first offset match is chosen by default.

However, on the Account page you can deselect the Dynamically Select Time Zone option and select a specific time zone from the list.

Supplemental Materials

Source	ETrack
Value	2485508
Description	ServiceDesk user timezone is set to the first matching UTC value which is not necessarily the right timezone.

Source	ETrack
Value	2577533
Description	ServiceDesk user timezone is set to the first matching UTC value which is not necessarily the right timezone.