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This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go?

Date, time, and time zone display

Date and time plays a vital role in Smart IT. As a service desk agent, date and time is immensely important when you monitor Service Level Agreements (SLAs) against the progress of tickets. It helps you efficiently track and receive updates related to tickets. Classic Smart ITand Progressive Web Application (PWA) displays date and time in two formats: relative and absolute. However, PWA screens support the date based on the user's default browser settings in absolute format.

Related topic

Configuring-the-time-zone-and-date-and-time

Relative date and time display format

In Smart IT, by default, date and time for social data is displayed in relative format, such as 2 days ago and 3 hours ago. This social friendly format gives you a general idea about when an activity happened.

Date_Relative format.gif


You can view date and time in relative format in the following areas of Smart IT:

  • Activity feed of tickets and resources
  • Updates feed
  • Chat messages
  • Related items of tickets and resources
  • Last updated details on the ticket profile

Absolute date and time display format

In all other areas by default, date and time is displayed in absolute format, such as Sep 15, 2016 6:00 PM. This format displays the exact date and time. It helps you determine the exact time left to meet SLAs. In PWA screens, date is displayed based on the default browser settings. 

 Date_Absolute format.gif

You can view date and time in absolute format in the following areas of Smart IT:

  • Service Delivery section on the Dashboard.
  • Tickets and articles listed under Recommended tickets and Recommended knowledge on the Resources tab.
  • Scheduled and actual start and end date and time on the task, change request, work order profile, and outage.
  • Start and end date and time on broadcasts.
  • Target date and time on problem investigation and known error ticket profile.
  • Lifecycle dates on asset profile.
  • Related items and outages related to assets.
  • Date and time in the Last Modified Date column on the Knowledge console.
  • Date and time related columns on the Ticket console - Actual End Date, Actual Start Date, Completed Date, Resolved Date, Responded Date, Scheduled Start Date, Scheduled End Date, Submit Date, and Target Date.
  • Knowledge article version specific dates.
  • Date and time options under Custom Range when you perform global search, and specify the Create Date and Last Modified Date filters.
  • Date and time related filters on the Ticket Console and Knowledge Console.

Time zone 

By default, the language and time zone are defined by the locale setting of the user's browser and client system time settings. As a service desk agent, you can override the client system time zone settings and set the time zone in Progressive Web Application in the AR System User Preference form. For example, if your organization works in a specific time zone, the administrator can configure the CCS parameter to allow change of time zone, and you can modify the time zone in the AR System User Preference form, overriding the system time setting in favor of the corporate time zone.

To enable this feature, your administrator must set the useARUserPreferenceForTimezone CCS parameter to true. By default, this parameter value is set to false. For more information, see Centralized-configuration.

Warning

Important

  • This feature applies only to UC clients and not for Smart IT native mobile apps.
  • This feature applies only if Progressive Web Application screens are enabled. If Progressive Web Application screens are not enabled, the client system time is used in Smart IT UI.

 

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BMC Helix ITSM: Smart IT 22.1