SLA Definition: To which User field is Callers Timezone pointing?

[Niclas]

If we create a SLA Definition for HR Case for the field Timezone we can select the option "The Callers Timezone".

On HR we have 3 User fields: Openedy By, Opened For, Subject Person.

Whose timezone will be used on the SLA option "The callers timezone"? 

[Alberto Consonn]

Hi,

it's taking the information from the time_zone field in the sys_user table:

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Cheers
Alberto

[Niclas]

I know that it is taking the timezone field from the user. The question is from which user exactly. On HR Case you have 3 Fields: Opened By, Opened For, and Subject Person. Who of this users is interpreted as the "Caller"? 

[sameeralikhan]

Caller Time Zone will pick below setting
switch(task_type) {
case 'incident':
return task.caller_id;
case 'sc_request':
return task.requested_for;
case 'sc_req_item':
return task.request.requested_for;
case 'sc_task':
return task.request_item.request.requested_for;
case 'change_request':
return task.requested_by;
case 'change_task':
return task.change_request.requested_by;
case 'kb_submission':
return task.submitted_by;
case 'grc_activity':
return task.requested_by;
case 'wm_order':
return task.caller;
case 'hr_case':
return task.opened_for;
case 'hr_case_operations':
return task.opened_for;
case 'hr_case_payroll':
return task.opened_for;
case 'hr_case_performance':
return task.opened_for;
case 'hr_case_talent_management':
return task.opened_for;
case 'hr_case_total_rewards':
return task.opened_for;
case 'hr_case_workforce_admin':
return task.opened_for;
default:
return task.opened_by;
}

******HR******

"case 'hr_case':
return task.opened_for;
case 'hr_case_operations':
return task.opened_for;
case 'hr_case_payroll':
return task.opened_for;
case 'hr_case_performance':
return task.opened_for;
case 'hr_case_talent_management':
return task.opened_for;
case 'hr_case_total_rewards':
return task.opened_for; 
case 'hr_case_workforce_admin':
return task.opened_for; "

[sameeralikhan · Accepted solution]

Also, Problem ticket in Madrid #PRB1343710

Caller's time zone will be Opened_For, this has been fixed in NY.

If I have answered your question, please mark my response as correct and/or helpful so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you!