System time zone and user's time zone in email

[oharel]

Hi,

I am trying to send the SLA Time to Resolve   value in an email when an incident is opened.

I am using the following email script:

checkETA();
function checkETA() {
   var encQuery = 'slaSTARTSWITHTTR^stage=in_progress';
   var eta = new GlideRecord('task_sla');
   eta.addQuery('task', current.sys_id);
   eta.addEncodedQuery(encQuery);
   eta.query();
   while(eta.next()) {
   template.print('Estimated time of resolution: ' + eta.planned_end_time.getDisplayValue());
   }
}

However, what I am getting in the emails, regardless of the time zone of the customer who opened the incident, is:

Estimated time of resolution: 2016-10-21 23:55:31 IDT --> Israel Daylight Time

I thought eta.planned_end_time.getDisplayValue() should show the user's timezone

Any Idea why the correct information is not displayed?

Harel

[Abhinay Erra]

Try this

var gdt = new GlideDateTime(eta.planned_end_time.getDislayValue());  

template.print(gdt.getValue());

[drjohnchun · Accepted solution]

Hi Harel - I get it. Would you please run this and see what you get? I think this will give us a clue:

// print eta.planned_end_time
template.print(eta.planned_end_time);
template.print(eta.planned_end_time.getDisplayValue());

// print GlideDateTime(eta.planned_end_time)
var gdt = new GlideDateTime(eta.planned_end_time);
template.print('GlideDateTime(eta.planned_end_time)');
template.print(gdt);
template.print(gdt.getDisplayValue());

// set user timezone
var timezone = Packages.java.util.TimeZone.getTimeZone(current.caller_id.time_zone);
gdt.setTZ(timezone);
template.print('set user timezone');
template.print(gdt);
template.print(gdt.getDisplayValue());

// print GlideDateTime(eta.planned_end_time.getDislayValue())
var gdt = new GlideDateTime(eta.planned_end_time.getDislayValue());
template.print('GlideDateTime(eta.planned_end_time).getDislayValue()');
template.print(gdt);
template.print(gdt.getDisplayValue());

[oharel]

Hi John,

The //set user timezone part is what I needed. The code looks like this:

checkETA();

function checkETA() {
   var encQuery = 'slaSTARTSWITHTTR^stage=in_progress';
   var eta = new GlideRecord('task_sla');
   eta.addQuery('task', current.sys_id);
   eta.addEncodedQuery(encQuery);
   eta.query();

   while(eta.next()) {
   var gdt = new GlideDateTime(eta.planned_end_time);
   var timezone = Packages.java.util.TimeZone.getTimeZone(current.caller_id.time_zone);
   gdt.setTZ(timezone);
   template.print(gdt.getDisplayValue() + '<br \>');
   }
}

An observation:

Opening an incident for someone else, in another time zone, or even impersonating that person, will still show in the task_sla the time according to impersonator's time zone. The email, however, will show the correct time and time zone with the above code.

Thanks for the patience and help with the troubleshooting and thought-process.

Harel

[Abhinay Erra]

FYI: Package calls will get flagged on ACE inspections if anyone ever chooses to do that.

[oharel]

Hi Abhinay,

Can you explain or refer me to a link about this?

What is the alternative?

Thanks,

Harel