Due Date time is different from input time

bhargav

Hi, I have recently configured osticket version v1.18.1, everything looks good but when I try to update the due date in ticket to a different time it's updating due date filed with time ALWAYS is 2 - 3 hours off from the time I had selected. Can someone please help me on resolving this issue.
I am using php version 8.2.14.

KevinTheJedi

bhargav

Your database time zone should be UTC. All your other time zones (PHP time zone, system time zone, profile time zone, etc.) can be whatever. I will say that Kolkata is notoriously a horrible time zone with osTicket. It just never acts right.

Cheers.

bhargav

Hi, Thanks for the suggestion, I have tried setting mysql timezone to UTC, but still due date is not getting set to the timeframe which was given.

Please check the below screenshots for your reference.

KevinTheJedi

bhargav

What osTicket System Timezone and Profile Timezone are you using? As I said above, if you are using Kolkata you’ll want to change it to something else that’s similar as Kolkata is a notoriously bad timezone with osTicket.

Cheers.

bhargav

Hi, I am using Asia/Colombo in both System and Profile Timezone, now when I am tryting to set the time its getting set to the value that I have given, but when I refresh the page it's again getting changed to some other time.

I can see that it's getting set to UTC time when I refresh the page.

bhargav

@KevinTheJedi, can you please help me on this plz.

KevinTheJedi

bhargav

Can you set the database timezone to literally UTC? Also, check your PHP timezone to make sure this is updated as well.

Cheers.

bhargav

Hi Kevin, thanks your suggestion resolved my issue, only thing is once I set the time and update the due date it's showing it UTC timezone and once I refresh the page it's again setting back to the time that I have given initially.. could you please help me to fix this.

I have Database and PHP timezone set to UTC.. and system time is set to Asia/Colombo including the profile timezone.

Setting to UTC:

After refreshing the page again getting the time I mentioned initially.

KevinTheJedi

bhargav

The only suggestion I have is to try setting your PHP timezone to your desired timezone of "Asia/Colombo". I've only seen this happen once before first-hand and we could never finish debugging as the person never got back to me. But essentially what I was seeing was something going on with the frontend's conversion of time using the jstz package (javascript timezone). Other than that I really can't say without debugging on your instance which I cannot do unless you get Commercial Support. Otherwise, you can wait to see if any community members will help you debug on the Forum.

Cheers.

bhargav

Got it thanks for your help.

KevinTheJedi

bhargav

Just to confirm, does the time reflect correctly (in UTC) in the database? And it just displays in the wrong timezone in the frontend even though you have your profile timezone set correctly?

If so, then it does basically sound like that jstz issue I was talking about above. I could never figure out what was happening but it appeared to be stemming from that package. Now, you should take this with a grain of salt as without me actually seeing the issue and debugging a little bit I cannot tell you for sure. I'm saying this as I don't want to steer you into an unnecessary rabbit hole. All I'm saying is the issue sounds similar to what I saw with the other instance.

Cheers.

KevinTheJedi

bhargav

You should also debug here (you can print $ticket->getEstDueDate() on screen to see if the db is returning correct UTC time):

https://github.com/osTicket/osTicket/blob/develop/include/staff/ticket-view.inc.php#L592

... and here:

https://github.com/osTicket/osTicket/blob/develop/include/class.format.php#L844

... to see if it's potentially an issue with the db/PHP conversions instead (ie. not jstz).

Cheers.