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Scheduling agent triggers in different time zones (Other than UTC)

Currently the advances scheduling option for agents only takes time in UTC and triggers the same in UTC time zone. For different countries like US people want agents to be trig-erred in their time zone for example EST. EST has to be converted to UTC and set up in advances scheduling. This causes the problem when day light saving occurs. EST time changes but UTC doesn't. People have to manually change the configuration in prod before Day light saving. 

  • Avatar32.5fb70cce7410889e661286fd7f1897de Guest
  • Sep 21 2018
  • Declined
How will this idea be used?

Sceduling agent triggers in EST time - Cases - IBM Support

We have used advanced scheduling option in RTAM. As per the Client requiements RTAM needs to triggered at 5:30 AM EST. The cloud servers are in UTC. So we have converted that time to UTC (9:30) and used it in advanced scheduling section. The issue is during daylight saving 9:30 UTC will be 4:30 EST and the RTAM details will be sent at 4:30 AM which is not as per the expectation of the clients. This has to be changed manually in confiugrator.

This will help people choose the agent trigger in their time zone


What is your industry? Other
What is the idea priority? High
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  • Admin
    Manjunath Subburathinam commented
    18 Sep 04:14pm

    This idea has been created after detailed discussions with L3 and Support. This is currently under consideration.

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    12 Feb 10:49am

    Does advance scheduling support multiple triggers in a day? As per the configuration looks like just one time/per day.