System time zone and user's time zone in email

oharel · ‎10-14-2016

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

drjohnchun · ‎10-14-2016

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());

View solution in original post

oharel · ‎10-20-2016

Hi Chuck,

I have. I would prefer using something that won't mess up my scripts in the future, of-course.

The following script gives the correct time, but with incorrect time zone, so the result would be 2016-10-28 00:00:00 IDT instead of 2016-10-28 00:00:00 CDT

var tz = gs.getSession().getTimeZone();

var gdt = new GlideDateTime(eta.planned_end_time);

//var timezone = Packages.java.util.TimeZone.getTimeZone(current.caller_id.time_zone);

gdt.setTZ(tz);

template.print(gdt.getDisplayValue() + '<br \>');

harel