Hornbill System Time Error

[Euan Coleman]

Hi All,

This is an issues we have been having for a very long time but need to get the times to match up now. I have raised on the forum before but wasn't able to get a solution.

When the clocks change it always knocks the Hornbill system timings off as you will see from the attached picture of one of our widgets. This particular widget shows references that are due to fail in the next hour but you will see from the bottom of the screen the time is 10:21 so the widget should say that the breach time is 10:35 but instead its an hour behind so says its due to breach at 09:35 which has already past.

The times only seem to be out on the reporting side as when you log a call for example at 10 o'clock this will show correctly in the log as being raised at that time and not an hour behind. however if you export the log to excel format this will then be an hour behind again.

Is anyone else having these issues and is there a work around as we use the widgets live on screens throughout the office each day so doesn't look great when the times are from the previous hour.

[Ryan]

Hi @Euan Coleman,

I am investigating the issue with the widget displaying the incorrect value, are you able to tell me which column in your database is "Breach_time"?

Thanks,

Ryan

[Euan Coleman]

I believe the column is (H_fixby)

Thanks

Euan

[Ryan]

Hi @Euan Coleman

Thanks for the information.

We found an issue where the datalist was not using the formatter defined against the column. This was released earlier this week as part of the ESP build 3893 - "The datalist widget type did not populate formatted value for the column for which formatter was defined and raw and formatted value was different"

Has this fixed the issue for you?

Ryan

[Euan Coleman]

Hi Ryan,

 

Still getting the same issue, We also have this when exporting the data.

 

For example if we raise something on the system at 09:00 it will show as 08:00 when exported?

 

Thanks

Euan 

[Euan Coleman]

Hi Ryan,

 

Any update on this? Still having the same issues with the dashboard displaying the incorrect timing. This should actually show as an hour ahead from what they are currently displaying.

 

For example as I check it just now the first reference is saying 08:12:16 but should be 09:12:16. It works to the correct time but shows an hour behind.

 

https://live.hornbill.com/gsaservicedesk/admin/app/com.hornbill.servicemanager/advanced-analytics/dashboards/33/

 

Thanks

Euan

[Llyr]

Hi,

Im seeing the same issue when using the Get Current Timestamp Node in a business process.
You can see in the below image that the timeline update was done 09:15 but the timestamp node shows 08:15. If the UK stopped the summer time change we would not have this problem  but im hoping its easier for Hornbill to fix how time is managed when we are in this time of the year  

[Steve Giller]

Just to clarify here, a Timestamp is a Timestamp - by definition it is UTC, regardless of your personal locale.

Likewise, the data stored in the database will always be stored as UTC.

On 23/05/2024 at 11:02, Euan Coleman said:

When the clocks change it always knocks the Hornbill system timings off

Being pedantic here - it's our local time that is off, not Hornbill, which operates on UTC.

Where possible a Time Zone option is provided, but when you are directly accessing the underlying data (e.g. in a Report or a Widget running a SQL Query) this will always be in UTC.

[Llyr]

Is there anything we can do when grabbing the information to change the format of it?

[Steve Giller]

10 minutes ago, Llyr said:

Is there anything we can do when grabbing the information to change the format of it?

That depends where - there are date formatting and add/subtract functions in the Workflow for example.

[Llyr]

Sorry for taking over your ticket @Euan Coleman, ill start another one if you would like.

Essentially, what im working on is a workflow to have two different paths depending on the time a ticket was logged.