Best Practices - Time Zone Adjustment in the Cloud

Issuetrak’s cloud services provide server hosting for your Issuetrak site. To manage the logistics of our infrastructure, the time zone, and regional settings on all of our servers are set to Eastern Time. This means that regardless of your actual time zone, all Issuetrak cloud customers must leave the “Server’s Time Zone” setting within the System Defaults set to Eastern Time. Changing this will cause errors in the time recording and displays within your issues.

If you aren’t in Eastern Time, there are a couple of settings impacted by this value that need to be adjusted to work properly:

Please note this article only applies to Issuetrak Cloud customers that are not in the Eastern Time Zone. Eastern Time Cloud customers can set hours of operation and SLA settings according to their usual values.


 

User Time Zones

Issuetrak has the ability to display information to you based on the Time Zone Settings in your user profile. Our code automatically adjusts the time displayed in issues and reports based on a user record-setting that sets the time zone you prefer to see in your issues.

An issue submitted by a user in the Pacific time will see the time information in Pacific time. If a user in the Eastern time zone opens up the issue, then that issue will appear to them in Eastern Time Zone. A user can  adjust their time zone in the My Settings Menu on the Home Menu.  A user's time zone can also be set in the User Settings by any of the following:

  • User Administrator
  • Agent with Can access and maintain Administration functions permission
  • Agent with Sys Admin permission

 

Additional Time Zone Considerations for Cloud customers only.

Customers hosting Issuetrak on their own servers would set the server time, hours of operation, and SLA times based on their own servers.


 

Non-Eastern Time Zone Customers in the Cloud

Each Issuetrak site has a required setting called Hours of Operation. This setting mimics your business hours to calculate the total time each issue is open. In addition, this also controls the active time frame of any escalation rules you create, preventing an escalation rule from running in the middle of the night when no one can respond.

An optional feature impacted by the Server Time Zone is Service Level Agreements (SLAs). SLAs have service level terms that allow you to set coverage days and time, as well as response and resolution times. The coverage days and time work comparably to Hours of Operation and would have the same offset.

Let’s use 8 am to 5 pm as a standard business day. Because the server time is set to Eastern, the Hours of Operation must be offset to your time zone.

For example,

• Central time (ET-1), an 8 am-5 pm business day would need to have the Hours of Operation set to 9 am - 6 pm.

• Mountain time (ET-2) would be 10 am - 7 pm, while

• Pacific time (ET-3) would be 11 am - 8 pm.

Bear in mind that customers outside the US would need to make comparable offsets.

Customers in the UK (ET+5) would need to set the Hours of Operation to 3 am - 12 pm for the same 8 am-5 pm workday.

Because our servers also include Daylight Saving Time adjustments, and the US doesn’t switch times on the same dates as other countries, please be aware that there is approximately a week on either side of the time change when issue calculations may be off by an hour.

By offsetting both your Hours of Operation and your Service Level Agreements, your issue times will calculate accurately.

If your hours of operation are set to

8 am to 5 pm 8 am to 5 pm 8 am to 5 pm 3 am to 12 pm 11 am to 8 pm 10 am to 7 pm

And you are using Issuetrak in this time zone

Central (ET- 1) Pacific (ET- 3) GMT (ET+5) GMT (ET+5) Pacific (ET- 3) Mountain (ET - 2)

Actual hours in your time zone that your system
will use for issue calculations

9 am to 6 pm CT 11 am to 8 pm PT 1 pm to 10 pm GMT 8 am to 5 pm GMT 8 am to 5 pm PT 8 am to 5 pm MT

If you would like the assistance of our product experts in making adjustments based on your location, please do not hesitate to contact us with any questions.