Establishing Support Structure › Time Zones › Determine Which Time Zone to Use

Determine Which Time Zone to Use

You can specify a time zone for a server, for a location, and for a service type. You can also tell CA Service Desk Manager to use the time zone of the Affected End User of a ticket. CA Service Desk Manager uses the following rules to determine which time zone triggers an event:

• Affected End User time zone—CA Service Desk Manager uses this rule when the following conditions exist:
  • The Use End User Time Zone option is selected.
  • A time zone is specified for the affected end user of the ticket.
• Affected End User location time zone—CA Service Desk Manager uses this rule when the following conditions exist:
  • The Use End User Time Zone option is selected.
  • No time zone is specified for the affected end user of the ticket.
  • A time zone is specified for the affected end user location.
• Service type time zone—CA Service Desk Manager uses this rule when the following conditions exist:
  • A time zone is specified for the service type.
  • The Use End User Time Zone option is not selected.
• Server time zone—CA Service Desk Manager uses this rule when the following conditions exist:
  • A time zone is specified for the server.
  • The Use End User Time Zone option is not selected.
  • No time zone is specified for the service type.
• No time zone support—CA Service Desk Manager uses this rule when the following conditions exist:
  • No time zone is specified for the service type.
  • The Use End User Time Zone option is not selected.
  • No server records exist.