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    Pavol Procka
    Schedule times - which timezone?Answered
    Topic posted July 31, 2017 by Pavol ProckaSilver Crown: 22,500+ Points, last edited July 31, 2017 
    172 Views, 6 Comments
    Title:
    Schedule times - which timezone?
    Content:

    I have a report that is set to be using a different time-zone than the one I am in. I was asked to schedule this report for the people in the report's time-zone.

    While, testing it I saw that the Schedule run times are not based on the report's time-zone, but rather on my own (which is also the default time-zone for our reports). Is this correct?

    Used Case: The user wants the report filter daterange to be set to 7PM - 4 AM her time (GMT-5). Am I correctly setting my schedule to run at 11:00 (GMT+1) saying that I want it to look at -10 to -1 hrs rounded? Keep in mind that the report is set to execute in the user's timezone (GMT-5) under Options -> More Options.

    Another concern I have is that I would also like to run a schedule producing the same report for the whole previous day (GMT - 5) and am not sure whether -1 day rounded will look to the beginning of the day in my timezone or the user's (report's) timezone?

     

    Best Comment

    Pavol Procka

    Hi,

    thanks for your help. I ran the tests and it seems the timezone in the report Options has no effect on the results it returns.

    To make sure I ran 2 tests, one with -1 day (with a 6 hrs time difference) and another one with -3 days, where I even increased the timezone difference to 12 hrs and the results were the same for each test.

    In that case, it seems to be only logical that the filters in the schedule are based on the TZ_INTERFACE

    Seems the only way around would be using multiple interfaces

    As a conclusion, if you are one 1 interface and scheduling reports for people in different timezones - where they ask for results in their local time, you would need to use a filter based on -x hours, not -1 day.

    Example: you want a report to run at 6 AM GMT time and it needs to display last days's (user's local time) data for a user in a timezone that is GMT -6.

    The date filter in the schedule has to be -30hrs to -6 hrs.

     

    Best regards

    Pavol

    Comment

     

    • Lage Antony

      Hi Pavol,

      I found an answer from Knowledge base. Could you please check the below article.

      https://cx.rightnow.com/app/answers/detail/a_id/515/related/1

      Based on this article I am assuming that the scheduled time of reports is based on TZ_INTERFACE configuration setting .

       

      Resolution:

      The time zone used depends on how you have configured your application and how many interfaces you are using.

      Using a Single Interface

      If you have one interface, the time zone defined in the TZ_INTERFACE configuration setting (a hidden setting) is used for all time and date information, including the time stamp, the date created field and the date updated field, regardless of which time zone the end-user enters their request from.

      For example: If an end-user enters a request from New York and the TZ_INTERFACE setting is set to match the location of the company's home office in California, that is, the Pacific time zone, all time stamp entries will be in Pacific time -- even for entries from the end-user.

       

      Using Multiple Interfaces

      If you have multiple interfaces, each interface can be configured with a different time zone in the TZ_INTERFACE configuration settings. In this case, the time stamp that is included in incidents depends on which interface the end-user and the agent are using.

      For example: If an end-user enters an assistance request through an interface whose TZ_INTERFACE setting is set to East coast time (EST5EDT), all entries by that user will be in East coast time. If the agent responds to the request through an interface set to Mountain time, the agent's response will be in Mountain time (MST7MDT).

       
    • Pavol Procka

      Thanks, so the way I understand this, if using a single interface, it does not really matter which timezone you select in the Report's Options, it will always be using the TZ_INTERFACE time?

      What is the purpose of the Timezone setting in the Options -> More Options?

    • Lage Antony

      Hi Pavol,

      Could you please send me the screen short of Timezone setting in the Options-> More Options and how to access this module.

      Just want to add one more point . when we try to schedule the report, it says clearly that the reports run in interface timezone. PFA

       

    • Pavol Procka

      Here the screenshot attached. Please note that I am not using the value displayed in the screenshot (Same as Account) but Americas-Antigua timezone (GMT-5)

      Regarding what it says in the schedule, I understand that the schedule times are in the interface timezone.

      However, I am not sure whether this applies to the Report's Filters as well (those that I setup under the schedule), or are these then based on the More Options setting from my screenshot?

      This is important for me, as I want to schedule the report to also run for the whole day (however in the other location's timezone). As there are 6 hrs between me and them,  I want to make sure that when I use -1 day to 0 days rounded, it will display the whole day in the end-user's timezone (cause if it is takes my timezone, I would be running the report for the time 18:00 - 18:00 end-user's time).

    • Lage Antony

      Hi  Pavol,

      I did some research on this and found the following.

      When we set the timezone under options-> more options following things will get affected.

      1) Report date filter and Date data shown in reports like Incident created/ Updated fields.

      But when we try to schedule the report it uses the interface timezone. PFA which says Schedule reports are run against the interface timezone.

      You could do the following steps to confirm this.

      1) Create a report with lets say 50 records and schedule it to use -1 day to 0 days rounded.

      2) Copy the above report and change the time zone and schedule it to use -1 day to 0 days rounded.

      3) Both data list should be same.

      Please let me know your findings

      Thanks,

      Lage Antony

    • Pavol Procka

      Hi,

      thanks for your help. I ran the tests and it seems the timezone in the report Options has no effect on the results it returns.

      To make sure I ran 2 tests, one with -1 day (with a 6 hrs time difference) and another one with -3 days, where I even increased the timezone difference to 12 hrs and the results were the same for each test.

      In that case, it seems to be only logical that the filters in the schedule are based on the TZ_INTERFACE

      Seems the only way around would be using multiple interfaces

      As a conclusion, if you are one 1 interface and scheduling reports for people in different timezones - where they ask for results in their local time, you would need to use a filter based on -x hours, not -1 day.

      Example: you want a report to run at 6 AM GMT time and it needs to display last days's (user's local time) data for a user in a timezone that is GMT -6.

      The date filter in the schedule has to be -30hrs to -6 hrs.

       

      Best regards

      Pavol