Teleservice Timezone Functionality (R12.2.2)

The Teleservice application uses a number of different timezones identifiers to accommodate implementations which span multiple timezones: 
  • Contact Time Zone
  • Incident Time Zone
  • Agent Time Zone
  • Server Time Zone
  • Customer Time Zone
These timezones are used to display dates related to a Teleservice Service Request, e.g. Incident Respond By, Reported Date, Created On etc. 

There can be confusion around how the different timezones are used and how the timezone conversion works.  A new comprehensive note has been written to explain exactly how each timezone is used for the Service Request fields and how the conversion process works in R12.2.2.  Take a look at Doc ID 1595547.1: R12.2.2 TeleService - Time Zone Functionality for details.

Still have questions?  Post your questions to the MOS Service Community.

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