Service Desk Manager - Events in Log Records Show Incorrect Date and Time

Products

• CA Service Desk Manager
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Desk Manager - Mobile Application
• CA Service Desk Manager - Xtraction

Issue/Introduction

The bopnotify_nxv process is logging events in a different time zone. The background server did have an incorrect time zone previously, and was corrected. I recycled the services as well. However anytime bopnotify_nxd runs it's shows several hours ahead.

Environment

Release : 17.1

Component : SERVICE DESK MANAGER

Resolution

A timezone needs to be defined on the Server record.

1. Log into Service Desk Manager with an Administrator user. Go to the Administration tab.
2. Go to "System" then "Servers". Open each server record. A Timezone needs to be defined on the records.
3. Recycle services for the change to take affect.