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Description

Agent Workspace - Create New Case shows 'opened' date time in UTC/GMT format irrespective of user's timezone.

Steps to Reproduce

1. Navigate to OOB Agent workspace.
2. Go to https://INSTANCE.service-now.com/now/workspace/agent/new_record/interaction/1
3. Fill out all mandatory details and click on Create Case

Expected - Newly created cases should have Opened field populated with its current date and time in respective user's format.
Actual - It always populates date in GMT.
So for ex, if user's timezone is set to Australia/Sydney
Current time is - 12:10 PM on 14th January
It populates 1:10 AM on 14th January which is as per GMT which is wrong . [ As it shows 13 hrs before . ]

If user's timezone is set to Pacific then it will store values in future which is wrong.

Workaround

This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In or Intended Fix Version fields to determine whether any versions have a planned or permanent fix.

 


Related Problem: PRB1381329

Seen In

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Intended Fix Version

Paris

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Associated Community Threads

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Article Information

Last Updated:2020-05-10 14:59:12
Published:2020-05-10