If a particular user has their timezone set to IST, the activity stream on any applet does not show up for them.
If the system's timezone is set to IST, none of the users are able to see activity stream on any record, getting the error: 'Could not load the document'.

Steps to Reproduce

The issue occurs in New York and Madrid instances:

  • Activate the IST timezone choice (you can go to a user record> configure dictionary for timezone field and under the choices mark IST as inactive> false)
  • Set ITIL users timezone as IST
  • Log in to the mobile app as ITIL user
  • Go to any incident (you can use the all active incidents applet)
  • Go to the activity stream section

  • set the system time zone to IST from system properties> basic configuration UI 16 module on the platform
  • login as any user and open an incident from any applet (or any other record that has an activity stream associated)
  • go to the activity stream

    Observed: No data is shown and an error message appears: 'Could not load the document'.


This problem is under review and targeted to be fixed in a future release. To receive notifications when more information becomes available, subscribe to this Known Error article by clicking the Subscribe button at the top right of this form.

The workaround consists of changing the value of IST to Asia/Kolkata in the sys_choice table:
  1. Search for "sys_choice.list" in your filter navigator.
  2. Search for the label "IST".
  3.  Verify the first result should be a record with the label and value equal to "IST".
  4.  Open that particular record and change the value from "IST "to "Asia/Kolkata".
  5.  Save.
  6.  If this does not work, manually update the affected user records to use the updated IST timezone.

Related Problem: PRB1370203

Seen In

Madrid Patch 7
New York Patch 1 Hot Fix 1
SR - IntegrationHub - Jenkins Integration r1 - v1.2.0
SR - ITOM - CMDB CI Class Models - 201909
SR - ITOM - Discovery and Service Mapping - 201908
SR - ITOM - Discovery and Service Mapping - v1.0.35
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - VR - Qualys - New York 2019 Q3
SR - VR - Vulnerability Response - New York 2019 Q3

Intended Fix Version


Fixed In

New York Patch 6
Orlando Patch 1

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Article Information

Last Updated:2020-05-15 02:34:48