Time Zone Issues

Kim48
Tera Contributor

‎09-03-2024 09:01 AM

Hi all - we do business across the US and CA.  When we enter a start time, it is the start time for whatever time zone the location associated with the task is in.  We do this by having everything set to eastern time. When we send the task to our outside labor management partners, they just set it to the time we send them a set the time zone based on the location sent.  We are now going to use FSM to manage our technicians, but because SN sets the time zone based in the logged in users time zone, it is not working for us.  We need to ignore where the person logged in is and just base it on the location time zone.  With our volume, we cannot have users converting time.  Not sure if I am explaining this clearly!  Anyone else have this issue?

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Kim48
Tera Contributor
In response to Sid_Takali

‎09-03-2024 09:21 AM

Thank you for the information.  We don't want to have anything based off of the users time zone.  If I am sitting in eastern time and the job we have is in pacific time and the work order says 3:00 pm, when I look at it, I need to see 3:00 pm, not 6:00 pm.  As the user, I need to see the time the tech needs to be there for the location, not for my time zone.  Does that help clarify?

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Kim48
Tera Contributor

‎09-03-2024 09:22 AM

To add more clarification:  We don't want to have anything based off of the users time zone.  If I am sitting in eastern time and the job we have is in pacific time and the work order says 3:00 pm, when I look at it, I need to see 3:00 pm, not 6:00 pm.  As the user, I need to see the time the tech needs to be there for the location, not for my time zone.  Does that help clarify?

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amylittle
ServiceNow Employee
ServiceNow Employee
In response to Kim48

‎09-06-2024 12:56 PM

Hi Kim, I work at ServiceNow and am trying to get an answer for you.  A few clarifying questions: 1) what release are you on, 2) which kind of user is creating the task, 3) is it being created via a workflow or manually?  If you'd like to reach out to me directly so that I can get you to the right person, my email is amy.little@servicenow.com.  Good news though - there are enhancements in the Xanadu release related to time zones:

  1. The dispatch user can select which time zone they want the red timeline in the dispatch workspace to reflect on the schedule.
  2. The agents in the list on the schedule will reflect their timezone as well as the offset from the dispatcher user.  For example GMT -5, assuming the dispatch user is in eastern US zone.
  3. The work order tasks maintain their own timezone setting independent of either the agent or dispatch.
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