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[ServiceNow Use6]

Hi,

Can you please explain it in a line or two?

A new Service Desk employee in Latin America complains that the create dates and times are incorrect on their incident list. What would you suggest to fix this issue?

1. Use the system properties to correct the instance’s time zone
2. Have them correct the time zone on their computer
3. Recommend they use Chrome, instead of Explorer
4. Have them use the gear icon to set the employee’s time zones
5. Have them clear their cache

Regards

Suman P.

[Martin Friedel]

@venubolla I would say the correct answer is number 4: Have them use the gear icon to set the employee’s time zones

Let me explain:

1. Use the system properties to correct the instance’s time zone
   Changing system timezone (property glide.sys.default.tz) affects all other users that use default timezone = system timezone.
2. Have them correct the time zone on their computer
   There is no relation between user's computer timezone and ServiceNow instance.
3. Recommend they use Chrome, instead of Explorer
   Although Explorer is outdated browser, this will not solve the issue.
4. Have them use the gear icon to set the employee’s time zones
   Each user record in sys_user table has time_zone attribute which:
   
   • Can be set to default as 'System' time zone
     
     
   • Can be customized by a user by multiple ways, one of the ways is on Platform UI > Preferences (gear icon) > Language & Region > Timezone
     
     
5. Have them clear their cache
   Clearing user's browser cache doesn't solve the issue as ServiceNow timezone is defined on user record.

If my answer helped you, please mark it as correct and helpful, thank you 👍
Martin