Time zone issue in articles list

[mitch99]

I'm trying to understand an issue with the CREATED-column showing the "wrong" date in the list of articles for emails sent from a computer with a different time zone setting.

The OTRS system is running on a server configured with UTC+1, and in SysConfig (Framework->Core::Time) the time zone is left to the default setting (UTC+0).

If a desktop client configured with UTC+0 sends an email at 10:20 local time to the OTRS helpdesk, the article generated for that in OTRS shows as 11:20 in the CREATED-column. Looking at the History for the ticket or in the database, the same email has a created time of 10:20.

This means that if this is a reply to another article sent within the same hour, this reply is actually displayed before the question, slightly confusing.

Any ideas on what the problem might be and how to solve it?

[mitch99]

Or is everyone running their servers on UTC time and then using the time zone offset settings in SysConfig (Framework->Core::Time) to indicate local time?

[mitch99]

Quite annoying this issue, and most likely a very simple fix once you know it.

To try to move further, does anyone know why the created date shown in the ticket history view is different from the created date shown in the article overview?

If I look in the templates, it seems the date is localised in both cases:

AgentTicketZoom.tt - [% Data.Created | Localize("TimeShort") %]
AgentTicketHistory.tt - [% Data.CreateTime | Localize("TimeLong") %]

Looking in the database, the CREATE_TIME column has the same value both in the article-table and in the ticket_history-table, that I suppose are the underlying tables.

I discovered that we had set the time zone for the calendar used in the queues to UTC+1, but setting this back to UTC+0 did not change anything that I could see.