End User Timezone is taking effect incorrectly while resuming Service Type Events

Products

• CA Service Desk Manager

Issue/Introduction

Issue:
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Even if option "Use End User Timezone" is unchecked in Service type, once events are delayed and resumed the affected end user timezone is taking affect.

Steps:
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1. Install classic_sla_processing.

2. Update Regular workshift as out of working hours as below:  

 

2. In any service type update above workshift and uncheck the field "Use enduser timezone". To make sure the value is 0 in db and not null , check it and then uncheck it.

  ​

2. For end user associate timezone ex: Australia - South Australia.

  ​

3. Create a ticket with end user and associate the service type to a ticket.

4. Delay the service type. Run the below command bop_odump domsrvr atev "obj_id='cr:403154'" timezone.sym fire_time event_tmpl.sym

  In the output the timzezone.sym is blank.

5. Resumed the event after a minute. Now run bop_odump domsrvr atev "obj_id='cr:403154'" timezone.sym fire_time event_tmpl.sym

   In the output the timzezone.sym is updated with End user timezone.

6. Also in GUI can see incorrect SLA calculation after resuming.

Environment

Release : 17.3

Component : SERVICE DESK MANAGER

Resolution

This is a known defect - DE61816 and fix is included in RU 10 for 17.3.