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

[bernyalvarado]

Hi Harel,

What you need to do is to use the GlideDateTime class to grab the user's time zone (getUserTimeZone()) and the related time in the user's timezone.

http://wiki.servicenow.com/?title=GlideDateTime#gsc.tab=0

Thanks,

Berny

[oharel]

Hi Berny,

I am getting somewhere...

Changed my script to this:

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

And the output is:

2016-10-24   18:44:15 --> no time zone abbreviation there.

if I use gdt.getDisplayValue() I get the wrong time, with the abbreviation, for instance: 13:44:15 CDT

Edit:

using instead:

var gdt1 = new GlideDateTime(eta.planned_end_time.getDisplayValue());
template.print(gdt1 + '<br \>');

gives the same results - correct time but no abbreviation.

harel

[drjohnchun]

Can you try

var gdt = new GlideDateTime(eta.planned_end_time);
template.print(gdt.getDisplayValue() + '<br \>');

Please feel free to connect, follow, mark helpful, like, endorse.

John Chun, PhD PMP

[drjohnchun]

You may need to add line 2:

var gdt = new GlideDateTime(eta.planned_end_time);   
gdt.setTZ(timezone);
template.print(gdt.getDisplayValue() + '<br \>');