Service Point Service Catalog request creation time wrong

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

When end users open Service Catalog request tickets from Service Point, the "Created on" displays wrong time

For example, the Service Catalog server and the end user are both in Central time zone and the business unit also has Central time zone but the "Created on" display GMT time. 

Environment

CA Service Management version 17.3 and up

Resolution

Please check the Service Desk and Service Catalog integration user's time zone.

You can login to Service Desk web interface as an administrator, then Administration-->Options Manager-->CA Service Catalog and check the option value of casc_user and this user's time zone MUST match the time zone of the Service Catalog server time zone. You can check this user's time zone from Administration-->Security and Role Management-->Contacts and edit this user's time zone setting.

There is no need to restart Service Desk/xFlow/Service Catalog.