3751205 - E-mail Template Placeholder Shows Extension Field Date-Time in UTC Instead of User Time Zone Settings From Profile Menu

When working with extension fields its value gets defaulted to UTC format when used as placeholder in e-mail templates (like in tickets).

SAP Sales/Service Cloud

1. Go to the Service work center.
2. Go to the Tickets work center view.
3. Open a ticket ABC that contains extension field DEF (where ABC is the ID of a ticket and DEF is a date-time extension field).
4. Go to the Interactions tab and choose the three dot icon and then 'Reply All' to an email GHI (where GHI is an e-mail of ABC).
5. Click in the templates button in the pop-up that appears
6. Select template JKL (where JKL is an e-mail template that uses DEF as a placeholder).
7. Observe that the field is displayed in UTC rather than current user’s profile time zone.

• Extension date-time values are stored in the backend as UTC.
• Email template placeholders are processed in the backend, and the user profile time zone (from settings) is not considered during this backend parsing.

1. This is the current system design: template placeholders for extension date-time fields are processed in the backend and use values stored in UTC.
2. There is no standard configuration to define or override time zone handling for date-time placeholders in email templates.
3. If a change in behavior is required, submit an improvement request via the Influence Session.

refer to: SAP Community: Cloud for Customer

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