SAP Knowledge Base Article - Public

3320922 - Created On Field In Ticket Summary Is Displaying Unexpected Results


The Created On field in Ticket summary is not displaying the result (Date and Time) as that can be seen in the Ticket Timeline.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center
  2. Go to Tickets view
  3. Open Ticket XYZ ; XYZ represents a Ticket ID
  4. On Overview Facet under Timeline, See "Created On" date is DD/MM/YYYY hh:mm ; DD/MM/YYYY hh:mm represents Date and Time
  5. Click on Action>Generate summary
  6. Open pdf

You notice that "Created On" fields value here is different than the one observed in Ticket Overview


The creation date in the summary form displays in the UTC Timezone while the Created On field on a Ticket displays according to the Timezone as setup for a Logged-in User's Settings.


This is current system expected behavior.


Summary , Tickets, PDF , Time , Created On , Timeline , UTC , Date , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer core applications all versions