Hi,
Timezone information in Additional Comments as seen on the Customer Service Portal causes confusion. See the example below.
System Time Zone (glide.sys.default.tz) = Europe/Amsterdam
TZ Customer Account 1 = Europe Amsterdam
TZ Customer Account 2 = US/Pacific
TZ engineer 1 = Europe Amsterdam
TZ engineer 2 = Hongkong
CA1 creates question, time stamp shown on portal in Europe/Amsterdam time
CA2 views question, time stamp shown on portal in US/Pacific time
ENG1 views case, time stamp shown in SNOW in Europe/Amsterdam time
ENG2 views case, time stamp shown in SNOW in Hongkong time
all as expected
ENG1 adds an additional comment, shown in SNOW backend in Europe/Amsterdam time
CA1 sees additional comment on portal in GMT time
CA2 sees additional comment on portal in GMT time
source for confusion because now the comment has a timestamp earlier than the creation timestamp
CA1 add a new comment, shown on the portal in GMT time.
ENG1 and ENG2 see the timestamp shown in SNOW in Europe/Amsterdam time.
See screenshots
Portal
SNOW
This is confusion when reviewing such cases. The creation timestamp in the portal follows the timezone of the contact using the CSM portal, where subsequent comments use GMT timestamp.
Is this worked as designed?
How to get around this?
Regards
Jan
