Hi there,

We are having an issue where we have setup a custom form, one of the fields in this form is a Date/Time entry for when someone leaves. We when setup a canned response and use this variable to automatically populate in the canned response.

The issue is that even though the date is correct, when we use the variable in the canned response, it is 1 day behind.
System Info
System Info

On the queue the date is correct
On the queue the date is correct

In the form, the date variable is correct
In the form, the date variable is correct

When pulling this variable through to a canned response, it is 1 day behind
When pulling this variable through to a canned response, it is 1 day behind

Any help would be much appreciated. I have already checked the Timezone in php.ini and it is the same as the Ticket system as well as the server.

@Nickjansen

So, I would first recommend upgrading to the latest maintenance release of v1.14.6 or the latest stable version of v1.15.2 as your version has security vulnerabilities and you are lacking the latest bug fixes.

After that, you will need to check your Profile Timezone (Profile > Preferences > Timezone). If that's correct then you also need to check if the Date/Time field is set to be Timezone Aware (Admin Panel > Manage > Forms > click form > click Config next to field in question > Field Setup > Timezone Aware).

Cheers.

2 months later

Hi Kevin,

Thankyou for the advice, however, I have checked all of these fields including PHP/Apache/Server and everything is set to the right timezone. I have applied the timezone Aware feature and it still does it.

Any other suggestions?

Kevin, considering timezone aware is relative to the users timezone. Could all the profiles be forced to using a different timezone? If so, how do I force them to use the same timezone as the server?

7 months later

Hello,

Have you discovered fix for this? or it is still not resolved? I have exactly the same problem and it seems there is nothing what can help us :/

I am on 1.15.4 and also have a variable like that and when doing a canned response on the same day or later it displays the date correctly.

Write a Reply...