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Need automated DST changes in Service Manager

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Hi

 

We need to make automated dst changes in servrvice manager . Please kinldy help me . And also i have attached the file with we are doing currently in manual.

 

Our requirement is to make DST changes to be automated
Thanks

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Hi John

 

Thanks for the reply i got the solution . It works fine for me

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DST changes are already automatic in SM, based on the tzfile settings for the change over dates for each timezone. 

 

You forgot your attachment.

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Hi John

 

Currently we are doing the changes in maps. Pleaswe find the attachment

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  1. Those appear to be timezone adjustments, not daylight savings time changes.
  2. The open time should be set by the system, not passed as a date time value in the event. Just use the expression:

open.time in $axces.target=tod()

 

That should not even be necessary. The open time will be automatically populated even if you don't include it in the mapping.

 

The displayed time will automatically be adjusted to the display timezone of the current operator based on the timezone specified in their operator record. if null, it will use the timezone specified in the System information record.

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Hi John
Good . I will try to use your expression and will do the testing .
I would like to know what will be the meaning of this below expression
open.time in $axces.target=open.time in $axces.target+'04:00:00'
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Are you actually mapping the open.time from the system from which the open event is being sent? 

Is that system running on a different timezone?

 

It could be that they decided to try to pass the open from from the source system to SM as the SM open time and are adjusting for the time difference between them. 

  • I don't know of any circumstance where I would recommend this.
  • Instead, you could add a new field to capture the orig.system.open.time (or such) and map the external system time to that field.
  • But the open.time really should be the time the record was opened in SM. It will auto-populate if you don't map it.
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Hi John

Are you actually mapping the open.time from the system from which the open event is being sent?
yes

Is that system running on a different timezone?
yes

We have an Netcool interface which connects to Service Manager , That interface is running in other time zone . So at that point our service manager is down and Netcool interface create some of the IM tickets open at different timezone and that tickets will not passes to our Service Manager.when our service manager is up , there will be some delay of 1 hour .

when i use expression open.time in $axces.target=tod(). It will be some conflict with open.time . Because of that we had use expression open.time in $axces.target=open.time in $axces.target+'04:00:00' .So whenever daylight saving changes we used to change the expression $axces.target=open.time in $axces.target+'04:00:00' or $axces.target=open.time in $axces.target+'05:00:00'. Now we have to automate those instead of manually we go and change the vaules in the expression

Please kindly let me know your thoughts to automate this process

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Hi John

 

Thanks for the reply i got the solution . It works fine for me

View solution in original post

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