What’s happening?
When a user drafts and submits a case with specific dates and times (Publish, Posting To, Posting From), and another user in a different time zone publishes the case, the date and time fields change to reflect the publisher's time zone instead of preserving the original user's inputted time.
Reason:
This occurs because the time zone data is sent to the database at the moment the approver approves the event or mission. When the publish date and time are reached, the CRM automatically publishes the event or mission, and all data, including date and time, are sent to the database at this moment. The system is defaulting to the publisher's time zone settings rather than preserving the original user's inputted time.
Resolution:
To resolve this, ensure the following:
- Confirm that both users involved in drafting and publishing the case have their personal time zone settings correctly configured in their user settings.
- Verify that the system is configured to retain the original user's inputted time zone rather than defaulting to the publisher's time zone.
- Ensure that there are no workflows, automation rules, custom plugins, or scripts influencing the time zone behavior during the publish operation.
- Confirm that the time zone data is consistently managed based on UTC hours within the application, especially during case drafting and publishing processes.
- If the issue occurs only when users are in different time zones, consider aligning user time zone settings or clearly defining the expected behavior within the application to avoid confusion.