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All tickets are closing within 75 hours


Article ID: 227323


Updated On:




The customer is using ServiceDesk version is 8.5.5704.0 and Workflow 8.5 RU4 point fix.

The customer is using Brasilia UTC -3 timezone.

First, on the ticket overview page, the resolution date won't calculate the user time zone and shows time on UTC 0. The difference is three hours.

Second, the Review Task After Ticket Resolved should calculate 3 days or 72 hours to close the ticket on timeout. After some tests, we found that all tickets are closing with 75 hours.

The IncidentResolutionTimeoutInDays is set to 3 days.

Here is a SQL Query showing the 75 number.


Release: 8.5


1) Open SD.Forms.IncidentManagement project 

2) Locate "Hold Management" Model

3) Open "Convert Time by Time zones"  component 

4) Change selection from "Convert to Server Local Time" to "Convert to UTC Time"

5) Save the project and  Republish the entire project OR replace the following file:  Hold Management.model  

from the project's working dir into the IIS dir C:\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.Forms.IncidentManagement

Make sure the original file is backed up.

6) Restart IIS  if in #5 they used a file copy resolution method.