Timestamp on Agent Workspace and normal UI calculated differently for Journal entry field

[Anish Reghu]

Dear experts,

It is observed that the timestamp that we see normally on a journal entry when posted on it's top right corner, is calculated wrongly when the Date/time is selected as Time ago in the profile Settings.

There are some weird values shown in the timestamp like "52y ago", "8mo from now", "5mo from now"...

The "52y ago" I can interpret it in relevance to the Epoch date stored in ServiceNow as 1-1-1970. Wondering on what basis timestamps say - "8mo from now" which is in the future! That makes it look weird really. That makes me more curious to know how timestamps are displayed on the Agent Workspace.

This issue happens when our end users or agents in the event monitoring team are looking at the alert record in the Agent Workspace view. What is surprising is the same timestamp is calculated fine on the normal UI work notes.

So, the question is how are timestamps calculated and fetched for the normal UI and the Workspace UI? Are they from two different sources? Is there a script include or Business rule we can check to verify if somebody has tweaked the base script for the Agent view to behave so?

Cheers,

Anish

[Anish Reghu]

The other ways I can phrase this is:

How are timestamp values calculated?

Is it calculated the same way regardless of the UI view?

If yes, can someone point me to the script or the configuration driving this calculation?

Is Agent Workspace referring to some property or preferences which probably the normal UI does not make reference to - which is why this issue happens?

Possibly in ideal scenario, both references made by normal UI and Agent UI should have the same value and for some reason, here the values are altered leading to this issue?

Or can someone at least refer me to the script which gets executed when user changes Profile settings from Calendar to Time Ago?

I even tried finding the UI page which is displaying the Profile settings for a user - can someone at least guide that?

Regards,

Anish

[Anish Reghu]

No answers until now. In the mean time here are some tries from my end to get to where I want:

Global search: timeago - found a CS and 6 BR, nothing useful.

Searched for other DateTime script includes, searched if there are some Activity related tables which I can visit the configurations of.

Also searched the configurations of the Agent Workspace, found no listings which speak of date/time there.

Where else can I find it?

Cheers,

Anish