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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

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Related Problem: PRB1381329

Seen In

Orlando Patch 3
SR - ITOM - Discovery and Service Mapping - 201908

Fixed In

Orlando Patch 7
Paris

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-10-18 05:55:31
Published:2020-05-10