SAP Knowledge Base Article - Public

3466345 - Mismatched Phone Call Start and End Times After Importing Phone Calls via Data Import


  • After importing Phone Calls via Data Import, the start and end times are changed by x amount.
  • The uploaded attached file shows that everything except the date/time is correct.
  • The time defined in the Excel file is X number of hours earlier or later than the time of the call entry. 


  • SAP Service Cloud Version 2 1.0
  • SAP Sales Cloud Version 2 1.0

Reproducing the Issue

  1. Go to and logon Service Cloud V2
  2. Settings -> Go to Data Import and Export
  3. Click Import -> Create -> Entity = "Phone Calls" 
  4. Select the file maintained per the template


  • System is working as designed
  • Ensure the data is prepared per specifications and data is for example, 2021-12-31T23:59:59Z. Enter the UTC time.
  • Since Service Cloud does not know the actual time zone the calls were logged in, the data which was imported will always refer to GMT/UTC time.
  • By default, the conversion would be done based on the user's browser localization settings
  • The end user UI displays time as per the time zone of the user. 


  1. Ensure that the time zone settings are consistent between the Excel file and the system, to consider the time offset.
  2. Verify that the date/time format in the Excel file matches the format expected by the system.
  3. Double-check the time zone settings in the system to ensure accuracy.


Service Cloud, time zone, calls, logged, imported data, GMT time, wrong time, time offset, Zulu, time conversion , KBA , CEC-CRM-PH , Phone Calls for SAP Sales/Service Cloud , Problem


SAP Sales Cloud and SAP Service Cloud Version 2 1.0