I am using the forms-based auth and I do see the TimeOffset hidden variable
being posted at login.
Action=Login&RequestedURL=Action%3DAgentDashboard&Lang=en&TimeOffset=120
My Core::Time is at the default, other than this:
delete $Self->{'TimeZoneUser'};
config.pm is setting the server to UTC (and I used a quick Perl script
outside of OTRS to confirm that the ActiveState interpreter works with this
command)
$ENV{TZ}='UTC';
And finally, the database show the following UTC for my test article's
create_time:
2010-08-26 11:37:20.050
Yet the UI insists on showing it as EDT (-4) (which is the local time zone
of the web server).
08/26/2010 07:37:19
I would be grateful for any diagnostic hints.
Hugh
On Thu, Aug 26, 2010 at 6:27 AM, Michiel Beijen <[email protected]>wrote:
> Hi Hugh,
>
> That's an in-depth analysis...
>
> Could it be that you use Single Sign On? Because, in that case we
> don't get the timezone information from the browser. We have an open
> bug report for that:
>
> http://bugs.otrs.org/show_bug.cgi?id=5429
>
> --
> Michiel Beijen
> Senior Consultant
>
> OTRS BV
> Schipholweg 103
> 2316 XC Leiden
> The Netherlands
>
> T: +31 71 8200 255
> F: +31 71 8200 254
> I: http://www.otrs.com
>
> OTRS brings true mobility to the Help Desk: The OTRS iPhone App free
> download http://www.otrs.com/en/products/iphone-app/
>
>
> On Thu, Aug 26, 2010 at 6:35 AM, Hugh Kelley <[email protected]>
> wrote:
> > I spoke too soon. This was already anticipated by the developers.
> >
> > If you are running on MS SQL Server, see Kernel/System/DB/mssql.pm, line
> 50:
> >
> > # set current time stamp if different to "current_timestamp"
> > $Self->{'DB::CurrentTimestamp'} = 'SYSUTCDATETIME()';
> >
> > This will perform a replacement of "CURRENT_TIMESTAMP", as desired in my
> > case.
> >
> > Now I need to concentrate on the client-side detection. Neither Firefox
> nor
> > IE is sending any timezone related headers.
> >
> > On Wed, Aug 25, 2010 at 8:13 PM, Hugh Kelley <[email protected]>
> wrote:
> >>
> >> I've dug into this a bit further and can offer this:
> >>
> >> First, the OTRS code itself is inserting time stamps in the database as
> >> local (to the database server) time.
> >>
> >> From Ticket.pm:
> >>
> >> SQL => "INSERT INTO time_accounting "
> >> . " (ticket_id, article_id, time_unit, create_time,
> create_by,
> >> change_time, change_by) "
> >> . " VALUES (?, ?, $Param{TimeUnit}, current_timestamp, ?,
> >> current_timestamp, ?)",
> >>
> >> For this to put proper UTC times in the database it would need to change
> >> from CURRENT_TIMESTAMP to:
> >>
> >> SQL Server: SYSUTCDATETIME
> >> MySQL: UTC_TIMESTAMP
> >>
> >> Since there is no true cross-platform function for UTC time, it would
> seem
> >> most safe to add a user-defined function to the OTRS DB like
> >> OTRS_SYS_TIME. In SQL Server, creating a UDF is a trivial matter. I
> think
> >> MySQL is a bit trickier as it requires a C-style implementation, which
> >> introduces a few more OS cross-compatibility issues.
> >>
> >> Is this just a problem for Windows DB implementations? Does MySQL on a
> >> Linux distro behave differently? Is this not an issue for most OTRS
> users?
> >> I see UTC-based time referencing as critical for my implementation
> (support
> >> across 9 time zones, a need to do integration with/reporting from the
> >> database, etc.), but I may be in the minority.
> >>
> >> Hugh
> >>
> >>
> >> On Tue, Aug 24, 2010 at 4:49 PM, Hugh Kelley <[email protected]>
> >> wrote:
> >>>
> >>> Our staff work in multiple time zones so I need to store all ticket
> data
> >>> in UTC.
> >>>
> >>> I believe I have identified the options I want:
> >>>
> >>> - On the server, include $ENV{TZ}='UTC'; in config.pm
> >>>
> >>> - In the SysConfig, Core::Time , TimeZoneUserBrowserAutoOffset is set
> to
> >>> Yes
> >>>
> >>> From what I can see, the $ENV{TZ}='UTC'; setting is not taking effect
> in
> >>> my environment.
> >>>
> >>> - Windows Server 2008
> >>> - ActiveState Perl
> >>>
> >>>
> >>> Has anyone seen this configuration work before? Is there a page in
> OTRS
> >>> that shows the "system clock"?
> >>>
> >>> Hugh
> >>
> >
> >
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