Containers: wrong hour, 2 hours below...

adpozuelo

Good morning:
I have had my osticket on a monolitic server for last year. I move it to docker containers and all is fine except hours.
I have 2 containers: one is AlmaLinux+Apache and other is Mariadb running this version of osticket

With timezones

When I create/change a ticket time is 2 hours below

In mariadb ticket's time is correct

And database time too

Even cotainers have the same time and timezones:

I've reading a lot in Internet (following your time config's guide, etc.) but I don't understand the problem and see the solution.
Please, could you help me?
Thanks in advance.

KevinTheJedi

adpozuelo

You should always use UTC for your database timezone so it can easily be converted to other timezones.

Cheers.

adpozuelo

KevinTheJedi thanks for your help. I had already done those tests and they did not work. I am making the changes again so you can see them. The result is the same. Would you be so kind as to help me? Thank you very much.

ntozier

Agent (staff) accounts also have a timezone. Is that set?

adpozuelo

ntozier Thanks for your reply. Yes I did it.

KevinTheJedi

adpozuelo

There are many timezones:

Server timezone
Database timezone
PHP timezone
osTicket System timezone
Agent Profile timezone

Cheers.

adpozuelo

KevinTheJedi Yes, I have all of them in Europe/Madrid except Mariadb which is UTC.
In my old server (monolite: Apache&Mariadb on same server) all timezones are Europe/Madrid and time in osticket is correct. So, I configured containers in the same way but I have a 2 hours gap in osticket (but not in database). Following osticket's time guidelines I could not fix the problem and that's the reason to request help here.
Servers's timezone (containers) are: Europe/Madrid (CEST, +0200) and they are on date.

Database timezone is UTC (as you and time's guideline says) as you can see in above's screenshots.
PHP timezone is Europe/Madrid as you can see in above's screenshots.
Agent profile timezone is Europe/Madrid as you can see in above's screenshots.
And osTicket timezone is Europe/Madrid as you can see below:

Thanks for your help.

KevinTheJedi

adpozuelo

I would also try setting PHP timezone to UTC.

Cheers.

adpozuelo

KevinTheJedi Hi, I made it (PHP timezonte to UTC) and I have the same gap (2 hours below). Even I have changed OsTicket global timezone and agent profile to UTC but it got worse (4 hours below).
I'm very confused... Thanks a lot.

KevinTheJedi

adpozuelo

Can you confirm the time is saved correctly in UTC in the database? And are you creating new tickets or simply looking at old ones?

Cheers.

KevinTheJedi

adpozuelo

You don’t want your osTicket system and profile times zone set to UTC; those should be matching your local time zones.

Cheers.

adpozuelo

KevinTheJedi Yes, in database the time is correct but in ticket view is 2 hours below. I have replied and created new tickets to check both cases. Thanks.

adpozuelo

adpozuelo Now I have PHP and Database timezone to UTC and Osticket's global and agent timezone to Europe/Madrid. I have replied and created a new ticket and time is not correct (2 hours below). Thanks.

KevinTheJedi

adpozuelo

You can dump $ticket->getCreateDate(); and Format::datetime($ticket->getCreateDate()); around this line:

https://github.com/osTicket/osTicket/blob/develop/include/staff/ticket-view.inc.php#L374

Then see if one of those are incorrect. If not, then it's likely the JS time conversion package we use called jstz.

Cheers.

adpozuelo

KevinTheJedi Hi, I have the same lines in both cases

Thanks!

KevinTheJedi

adpozuelo

I said you can dump both of the values around that line to see the output on the screen to see if the values are in the correct time or not.

Cheers.

adpozuelo

KevinTheJedi Ok I didn't understand, sorry. I have dump those values add this mod:

And output is:

So, problem is in Format::datetime($ticket->getCreateDate()) because the first date is correct.
Please, how could I fix it?
Thanks!!

KevinTheJedi

adpozuelo

Now you just need to start debugging in this function to see where it’s going wrong at:

https://github.com/osTicket/osTicket/blob/develop/include/class.format.php#L692

Cheers.

adpozuelo

KevinTheJedi Hi, I hope this debug would be usefull, if you need more let me know. Thanks a lot!

KevinTheJedi

adpozuelo

If you didn’t find any issues there then start debugging here:

https://github.com/osTicket/osTicket/blob/develop/include/class.format.php#L733

Cheers.

adpozuelo

KevinTheJedi Hi, I hope you have had a great weekend. It looks like my osticket is using IntlDateFormatter and options array is the same as before debug. Could you give next step? Thanks a lot.

adpozuelo

KevinTheJedi I forgot to debug
if ($fmt=Internationalization::getIntDateFormatter($options))
return $fmt->format($datetime);
This is the final debug:

fmt->format(datetime): 20/6/25 13:32
This does not make sense... Even day is incorrect...
Thanks a lot!!

adpozuelo

KevinTheJedi Sorry Kevin, day is correct. I was opening an old ticket. With new ticket this is the output:

But correct time is 10:31, 2 hours above.
Thanks a lot, and sorry for the noise. What's next step?