some one tell me exact difference between callers time zone and callers location time zone in SLA?

[Snow Guest]

ITSM SLAs

[Musab Rasheed]

Hi Manikanta,

Caller's timezone is the one you find on Caller's user record, whereas Caller's location timezone is the one when you go user caller's user record you will find 'Location' field if you open 'Location' field you will find timezone field over there hence caller's location timezone is that , mark my answer as correct if that helps.

Caller's timezone:

Caller's location timzone: First see User record location field

Open Location record you will find Location timezone so Caller's location timezone is that.

Regards

[Snow Guest]

sorry, I didn't get you can you give more clarity!!!!!!!!!!!!

[Snow Guest]

were both are not same ? need littlie bit more clarity!!!

[Musab Rasheed · Accepted solution]

Ok so let me try this again, if you have PDI then access below Abel Tutor account and consider Abel tutor as caller so caller's timezone is nothing but 'Timezone' field in Abel tutor record whereas caller location timezone is there in 'Location' field on Abel tutor record and as 'Location' is reference field pointing to 'cmn_location' table so if you open 'Location' record you will find 'Timezone' there as well so caller location timezone is that. In short both are not same. I hope that clears your doubt. Mark my answer as correct and close the thread.

Link: https://yourinstance/sys_user.do?sys_id=62826bf03710200044e0bfc8bcbe5df1&sysparm_record_target=sys_user&sysparm_record_row=1&sysparm_record_rows=622&sysparm_record_list=ORDERBYname

Caller timezone:

Caller location timezone : Click on highlighted field , open record and see Timezone , that is nothing but caller location timezone.