SLA timezone source

[amit71]

I have a scenario where the timezone source field  is selected as the caller's timezone, but the timezone field is empty in user's profile, then how the SLA will run?

[Ahmmed Ali · Accepted solution]

Hello @amit71 

If the timezone is empty, then system timezone will be used. you can find system timezone in system property glide.sys.default.tz

Thanks,

Ali

[Riya Verma]

Hi @amit71 ,

Hope you are doing great.

The system timezone is typically set based on the server's location or the organization's standard timezone.

If the timezone field is empty, you would need to handle this situation by either automatically populating the timezone field based on the caller's timezone selection or by prompting the user to provide their timezone information

Reference code snippet that demonstrates how you can populate the timezone field in the user's profile based on their location or other relevant criteria:

// Business rule script to populate timezone field in user's profile
(function executeRule(current) {
  var user = new GlideUser(current.user.toString());
  
  if (current.timezone.nil()) {
    // Logic to determine the user's timezone based on their location or other criteria
    var timezone = determineUserTimezone(user.getPreference('location'));

    if (timezone) {
      // Set the timezone field in the user's profile
      user.setTimeZone(timezone);
      user.update();
    }
  }
})(current);

function determineUserTimezone(location) {
  // Custom logic to determine the user's timezone based on their location
  // Implement your own code here to map locations to timezones
}