Implementing Policy › Service Level Agreements › Time Zones and Workshifts › How to Manage Multiple Time Zones for Service Types

How to Manage Multiple Time Zones for Service Types

CA SDM servers and users can be located in different time zones. The time difference can cause users to miss Service Type expiration dates and times.

To correct the time difference, you can configure CA SDM to display Service Type expiration times in the end-user time zone. If two users in different time zones view the same ticket, each user sees Expiration Time values based on the local computer time zone. However, the Start Time values always reflect the server time zone.

To configure for the end-user time zone, do the following:

1. Create a server code that identifies the server name and time zone.
2. Create or update a Service Type. Set the Use End User Timezone field to Yes.

   A value of Yes causes the Expiration Time to display and update according to each user time zone.

Example: Show Service Type Expiration Dates in Any User Time Zone

In this example, you configure CA SDM to show Service Type expiration dates in any user time zone. The server and user are on separate computers and in different time zones.

To create a server code that identifies the server name and time zone

1. On the Administration Tab of the host server, select Service Desk, Application Code.
2. Click Codes, Servers.

   The Server List displays.

3. Click the Local Host server.

   The Server Name Detail page appears.

4. Set the Time Zone. For example, set the time zone to GMT (EU). The local host name must match the NX_LOCAL_HOST value stored in NX.env for the server
5. Click Save.

   The Host Server uses the new time zone. When the user views a ticket, the Start Time reflects the server time zone.

To create a service type

1. On the Administration Tab, select Service Types.

   The list of Service Types appears.

2. Click Priority 1 Resolution or another Service Type that manages Priority 1 Requests.

   The Update Service Type page displays.

3. Select the Use End User Time Zone check box.
4. Click Save.

   The Service Type record updates.

To view the time zones on the ticket

1. On another computer, open a Request ticket, and set the Priority to 1.

   Note: If you are using Service Targets, set the values in the ticket to cause the target to use Priority 1 Resolution.

2. View the ticket and click the Service Type tab.

   The Start Time reflects the server time zone. The Expiration Time reflects the time on the end-user local computer.

3. Close the page that displays the Request ticket.
4. Change the time zone on the end-user local computer.
5. View the ticket Service Type on the end-user local computer to see the corresponding Expiration Time values based on the user time zone.

   The Expiration Time reflects the new time zone.

Note: For detailed information about Server Types or Server Code, see the Online Help.