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Time Zone Conversions Happening For Debrief Labor Even When The Time Zone Conversion Is Disabled (Doc ID 1275292.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Teleservice - Version 12.1.1 and later
Information in this document applies to any platform.
Checked for relevance on 16-AUG-2012

Goal

Profile 'Enable Timezone Conversions' is disabled at the Site level, and it is not set up at any of the responsibility/user levels. This implies we do not expect anything to be timezone converted in the system.

However, Debriefs-Charges created from the UK Responsibility are getting converted to the 'Server Timezone' - (GMT -05:00) Central Time.

If SR Customer Bill to Location has a UK Timezone
   -OR-
Field Engineer assigned to the Task is set up with the UK Timezone (CRM Resource setup).
then a Debrief for Labor from 10:00 to 14:00 is submitted, and Charges form converts this CST time into UK time (which is 5 hours ahead of us).

Since we have a setup of Overtime in the Time & Material Labor Schedule (17:00-23:59 is OT), the Charges break the original debrief line of 10:00 to 14:00 into two lines 10:00 am to 12:00 AM as standard labor hours and 12:01 To 14:00 as Overtime.

This is causing an issue as Overtime is priced much higher than the standard hours.
In short, it seems that the Debrief form is working fine, but Charges form is converting the Server Timezone to the CE OR Customer Timezone.

Solution

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In this Document
Goal
Solution
References


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