SAP Knowledge Base Article - Public

2968021 - The Time Zone is Different In the Registered Product and in Ticket


The timezone in ticket's service location mismatches with registered product's product location.


SAP Cloud for Customer.

Reproducing the Issue

  1. Go to the Installed Base work center.
  2. Go to the Registered Product view.
  3. Search and open registered product with serial id LMN (where LMN represent the serial id for registered product).
  4. You can see under Product Location the timezone is XYZ (where XYZ represents a timezone maintain here).
  5. Go to the Service work center.
  6. Go to the Tickets view.
  7. Search and open ticket PQR (where PQR represent the ticket id) .
  8. You can see ticket PQR is having same serial id LMN in an Overview facet, but under Service Location section the time zone is showing as XYZ1(where XYZ1 is another timezone, different from XYZ).


To have same timezone in ticket as in the registered product, the value under field Determination Method should be Provided Automatically by an Installation Point.


  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Click on the New Ticket button, maintain all mandatory field and save newly created ticket.
  4. You can see currently in the service location section in an overview facet, the field determination method is either blank or related to party determination.
  5. Now edit ticket and under field Serial Id add the serial id as LMN.
  6. You will now see the determination method is updated to Provided Automatically by an Installation Point and time zone is showing value as in registered product i.e. XYZ.


Time Zone, Ticket , Registered Product , KBA , determination method , installation point , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions