Service Type TimeZone is not working as should when trigger events

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Documentation:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/administering/administering-ca-service-desk-manager/manage-service-type-and-service-type-events.html#concept.dita_2e9edd27e01fac7fa549ece481679776e775fa1b_CreateaServiceType

- Timezone
The time zone for the service type. You can enter the time zone directly in this field, or click the search icon to select the time zone from a list.

This time zone is used for triggering events in the system if the Use End-User Time Zone option is not selected.

- Use End User's Timezone
Select this option if you want to use the timezone that is defined for the affected end-user on a ticket for triggering events in the system.

 

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

As a workaround for time being,

Please edit the service type and set the 'Use End User's Timezone' as Yes and save it.

Re-edit the service type again and Uncheck the setting and save the page so that the value in the database now gets saved to 0.

This is to ensure the value gets saved to 0 instead of NULL.

you see and the Service Types Timezone will be considered when the event is triggered. 

The issue is fixed in 17.2 RU16 -- DE59765 Service Type events are not triggered as per the End Users time zone