This documentation supports the 23.3 version of BMC Helix ITSM.To view an earlier version, select the version from the Product version menu.

Setting up the time zone

The server time zone is registered to the CFG:Time Zone form and is used by the BMC Helix ITSM system in workflow operations that require a time zone component when working with business time related calculations. For example, evaluating the status of a service level agreement.

Related topics

Setting-business-hours-and-holidays-for-a-support-group

Creating-companies

Configuring-date-and-time-formats

Operating system time zone

The operating system time zone is independent of the BMC Helix ITSM time zone that you set in this procedure.

In most cases, the operating system time zone that you configure on BMC Helix ITSM is the same as the time zone of your physical location. However, this is not always the case. For example, if you are using a hosted data center model, the operating system time zone could be different from your physical location.

Best practice
We recommend that you set the Remedy ITSM server time zone to match the operating system time zone. If you do not, the system can generate inaccurate business time calculations.

Setting time zones in a server group

When working in a server group, you need to set the BMC Helix ITSM server time zone only on the administration server. The BMC Helix ITSM server time zone setting that you configure on the administration server is reflected in the other servers in the group, because they share the same database.   

You must, however, set the operating system level time zone on each server in the group individually. Ensure that you set the operating system level time zone to the same time zone on each server in the group. If the servers in the group have different operating system level time zones, time based escalations run incorrectly.

To set the time zone for date

  1. Log in to Mid Tier.
  2. From the Application Administration Console, click the Custom Configuration tab.
  3. From the Application Settings list, choose Foundation > Organizational Structures > Time zone, and then click Open. 
  4. On the Time Zone form, click Search to find the time zone in which your application server is located.
  5. Select your time zone from the results list.
    The system displays the time zone offset values in seconds.
  6. To make the selected time zone the default, select Yes in the Server Time Zone field.
    When you select Yes for the Server Time Zone field, the system enables the Save button and disables the default time zone.
  7. (Optional) If you are setting a time zone that recognizes Daylight Savings Time (or Summer time), select the Automatically adjust clock for daylight saving changes check box at the beginning of the Daylight Savings Time period. 
    When the Daylight Savings Time is over, ensure that you clear the Automatically adjust clock for daylight saving changes check box.
  8. Click Save, and then click Close.
    When you set the time zone to match the operating system time zone and then click Save, the value in the Server Time Zone Offset field changes to 0, indicating that the server time and the operating system time are the same.