When the user clicks on the Tickets tab of the ServiceDesk ProcessManager portal, the date in the Date Opened column of My Open Tickets report is in the mm/dd/yyyy format (US format), which is different to the expected dd/mm/yyyy format.
It is later found that in the ServiceDesk server, the Standard and formats and Location settings of Window's Regional and Language Options are set to English (United States) and United States. However, by changing these settings (e.g. English (Australia) and Australia) and restarting Internet Information Services (IIS) and ServiceDesk services, the date will still remain in mm/dd/yyyy format.
Prior to the installation of Microsoft .NET Framework 3.5 SP1 (a component required for ServiceDesk 7.0 MR2), the Regional and Language Options are set to US format, instead of the desired format. As a result, the .NET Framework installation will set US format as the default date format.
ServiceDesk will reflect the default date format of .NET Framework and therefore the mm/dd/yyyy format will appear in the ProcessManager reports.
The workaround is to add the Globalization culture and uiCulture values in the machine.config file of .NET Framework directory. This will force a change to the default date format in the .NET Framework.
The following is an example to change the date format from US to Australia. NOTE: As this requires a restart of both IIS and ServiceDesk services, please ensure no one is accessing ServiceDesk ProcessManager portal before you perform the change.
1. In the ServiceDesk server, open Windows Explorer and locate the following directory:
Make a backup copy of the machine.config file. Rename the backup copy to machine.config_OLD
2. Open the machine.config using a text editor (Notepad), search for the <system.web> line within this file. Add the line <globalization culture="en-AU" uiCulture="en-AU" /> underneath the <system.web> line, as shown in the screenshot. (NOTE: You will need to find out the code of the desired format). Save the change in the machine.config file.
3. Restart the Internet Information Services (IIS) and ServiceDesk (LogicBase 2006 Server Extensions) services to reflect the changes.
The date should now be in Australian format (dd/mm/yyyy).
NOTE: As a best practice, it is recommended to make the desired change in Windows Regional Settings before you proceed with the .NET Framework/ServiceDesk installation.
ServiceDesk 7.0 MR2
Windows Server 2003 x64 Edition