Customer Time Zone Incorrect (Doc ID 2140057.1)

Last updated on MAY 26, 2016

Applies to:

Oracle Customer Support - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

On : 12.1.3 version, Create Service Request

ACTUAL BEHAVIOR
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Customer Time Zone Incorrect

Service requests that are created for a customer in Pensacola,Florida,US are created with the incident timezone as Eastern. Pensacola,FL is in the Central Timezone. The contact center timezone is ultimately being derived from the HZ_TIMEZONE_MAPPING table. In this table, for the state of Florida, in the US, the timezone_id is 1. So, the Timezone for this address in the contact center is getting populated correctly, according to the HZ_TIMEZONE_MAPPING table. However, there are many states in the US where the state can be cross two time zones. How do we get this address to populate with the correct time zone?

EXPECTED BEHAVIOR
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As Pensacola, FL is in CST time zone, All Service Requests created by that customer should be recorded as CST.

STEPS
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The issue can be reproduced at will with the following steps:
[R] Customer Support.
[N] Contact Center , Navigate to Create Service Request, and enter a customer from Pensacola, FL, US


Cause

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