Service Desk Time based Automation

Question

I am trying to set up an automation that will trigger if any incoming tickets come in after 10pm EST, this would trigger a comment to the user letting them know it is outside of office ours.

Not sure how to get the right query since the time the ticket is created includes date and time and I just want it to trigger after the time a ticket comes in.

unknown · Answer

I will have to test this to see if this is a limiting factor.

Thanks @Jonny Adams

Jonny Adams · Answer

@[deleted]

I believe tickets generated by customers in JSD use the default time zone which is the time zone that is set by the admin.

I have not tested against a logged in user with a different time zone set. I assume (though I shouldn't) that the automation runs as an admin and converts to the default time zone.

unknown · Answer

Hi @Jonny Adams,

Quick question off the back of this; will this use the user/customer's time zone or what the instance has been set to?

Thanks