Need to set assignment group in incident based on Timezone and time.

varma2
Mega Sage

‎05-29-2025 12:47 AM

Hello,

 

 

Need to set assignment group in incident based on Timezone and time.

if incident created on Saturday And between the hours of 08:30 to17:30 only on Saturday in UK time zone we need to set the assignment group (abc).

 

condition :created on Saturday And between the hours of 08:30 to17:30 only on Saturday in UK time zone and catrgory (hardware), sub category (TM) and affecterd user is = abc.

inc created trough record producer.

 

Please suggest.

 

regards,

Varma

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Maik Skoddow
Tera Patron
Tera Patron

‎05-29-2025 01:25 AM

Hi @varma2 

I think you should understand first the topic of times and timezones. All ServiceNow servers in the world run on the UTC time. That means all records are created in UTC times. Whatever you see as user is just a translation of that time to the preferred timezone. In the first place it is the configured time zone of the ServiceNow instance and in the second place it is the time zone of the user who is having a look on the record. So an incident is NOT created in the "UK time zone", but the user who created the incident might be in the UK time zone and therefore interprets the creation time as a time related to his time zone. 

And to make it more complicated, I guess you are not interested in the user (an integration user?) who created the incident but the users who should work on the incidents, right?

To make it clear: An incident might be raised by a user in the USA but fulfilled by agents located in the UK. That's a huge difference, right?

Therefore, please explain better the underlying business requirement before someone can propose a solution.

 

Thanks

Maik

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