When Outage and Announcements are generated off of an incident record the time stamp is different.

[Ear19]

So in our environment when an incident is promoted to major incident an outage record is created when the outage begins as well announcement record to post on the Service Portal.  We have recently noticed that the  major incident time stamp is different on outage records and announcement record they are both off by a few hours which makes the announcement not show up in the Service Portal.  This was not an issue before.  Are there any spots that I should check to fix this issue?  Portal Widget perhaps?  I have already verified that the user and system time zones are the same and again this is only occurring for the outage and announcement records. 

[Allen Andreas]

Hi,

I'm going to install MIM on my PDI and see what happens, but from my understanding it would create a service portal announcement. I could see possibly an outage being part of OOB, maybe (not 100% on that though and thinking...it doesn't...actually...)...but I don't feel an announcement would be made.

With that said...

I would suspect that this is a business rule that has been created that when an incident is escalated to a major incident it creates records on the outage and announcement table and it is using script...custom done...to set the beginning times for those.

In that calculation, is the problem. So I'd check there.

(Edit: yeah, as suspected...promoting an incident to a major incident does not create an outage nor announcement OOB. So this was custom done by someone on your end. -- I would recommend checking the business rules perhaps for incident and see if when the major incident state = accepted or something to that effect, a script is ran to create an outage and announcement.)

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[Ear19]

Thank you for responding.  I have looked at business rules, client scripts and even UI policies/actions and cannot find anything.  I stumbled across a flow designer that was created for incident communication and it looks like this is where both the outage and announcement are both created.  See attached.  Could this be were the issue lies?  I am not sure of how this time is set when these are created.  Please advise.  

[Allen Andreas]

Yeah, that looks like that it's.

So that flow is creating the record and you see next to begin it's using the trigger > run start time - you'd want to use most likely a date/time from the incident record (so you see the other fields say "trigger - incident record - field name".

You'd want to maybe use the incident record - updated field perhaps.

So whatever field from the incident record that works for you.

Please mark reply as Helpful/Correct, if applicable. Thanks!