CA Service Management

  • 1.  Time zone in notifications

    Posted Jul 28, 2016 07:27 AM

    Hello community,

     

    our customers located outside of default timezone have issue with notifications, they receive notifications where date/time is in default timezone, I have tried to define followed attributes:

    • contact > timezone;
    • location > timezone;
    • organization > location > timezone;

    but changing them give no result, so my question is there any way to force date/time conversion for specific timezone?

     

    Regards,

    cdtj



  • 2.  Re: Time zone in notifications

    Broadcom Employee
    Posted Aug 03, 2016 07:53 AM

    Hi Timur,

     

    As per the definition, a timezone code displays the local time for users, regardless of their locations around the world. Have you validated what is the timezone they are using to on their local machine?



  • 3.  Re: Time zone in notifications

    Posted Aug 03, 2016 08:30 AM

    Since the notifications are html emails generated on the server, i do not think user's pc's timezone will change something. SDM should take in consideration the contact timezone when generating the email. It will become a bit more challenging when destination users does not have the same timezone. SDM will need to generate different email for each user with a different timezone.

     

    Looks like an idea should be submitted. Otherwise, an external script who communicates with timezone API like gmaps's  should do the trick. But i agree that this not an easy to implement solution.



  • 4.  Re: Time zone in notifications

    Posted Feb 22, 2017 11:52 PM

    I've raised an Idea for this - please review and vote it up if you wish.

     

    Convert date fields to addressee's time zone in notification email 

     

    Regards,

    James



  • 5.  Re: Time zone in notifications

    Posted Aug 04, 2016 11:24 PM

    Why the question have marked as assumed answered?

    there is no solution yet...

     

    Pier's idea is looking interesting but I'm not sure how can I integrate outer proccess into pdm_mail daemon.



  • 6.  Re: Time zone in notifications

     
    Posted Aug 05, 2016 02:09 AM

    Unmarking as assumed answered



  • 7.  Re: Time zone in notifications

    Posted Aug 05, 2016 08:29 AM

    Does CA uses SDM to manage our cases? If yes, it's a multi-site multi-timezone Company. How do they manage that? Chriss can you ask internally?

     

    Timur, If CA can't answer, ever thought on not relying on pdm_mail at all? You can always trigger events instead of notification rules. I personnaly send a lot of mail with PAM instead of SDM. You can always use an external java/PS/perl app if PAM's not avaible.

     

    I know this will not be easy. Getting the "to" of a manual notification sounds like a good challenge but surely feasible.

     

    Let me know if you want to go that way, i can search with you on my spare time.



  • 8.  Re: Time zone in notifications

    Posted Aug 06, 2016 06:12 AM

    I have long thought about switching away from OOTB mailing daemon due to bad time crashes.

    And you have pointed me right way

     

    Seems that I need only 2 things:

    - save outgoing messages as files using spel (or I can stack them using OOTB pdm_mail);

    - trigger them using some mail delivery daemon;

     

    Bad thing that from yesterday I'm out of business, so... I'm not sure that I can return back to CA SDM develop.