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Hey guys,

 

When I tried to use APIs in Workflow Automator to enable manual update on due by field and then update ticket’s due by & first response by with value from custom datetime field using placeholder, the date time is not the same as the value I put in the custom datetime field.

 

Let say my time zone is set as GMT +8 (Hong Kong), when the custom datetime field is 2021-12-31 00:00, the ticket’s due by will be updated as 2021-12-31 08:00, which should be 2021-12-31 00:00.

 

I checked that the value from custom datetime field placeholder has the correct time zone information by just adding the placeholder value as note content, and it shows “Fri, 31 Dec, 2021 at 0:00 GMT +0800”. Please advise if I have done anything wrong.

Hi@roland.ng 
Good day!

Are you using Liquid Filters to ensure that the Custom Date Field in your Ticket Form is transformed to an acceptable API format? If I had to hazard a guess, this transformation is what is playing foul. 

Ex:

{
  "due_by": "{{ticket.end_date | date: '%Y-%m-%dT%H:%M:%S'}}"
}


If you use this Liquid Filter described above to transform the content, then the API call with use your Helpdesk’s default timezone while using the date field. 
Ensure your helpdesk’s timezone is also set as expected. 

References for Date Fields:

Input for date fields is expected to be in one of the following formats:

YYYY-MM-DD
YYYY-MM-DDTHH:MM
YYYY-MM-DDTHH:MMZ
YYYY-MM-DDTHH:MM:SS
YYYY-MM-DDTHH:MM:SSZ
YYYY-MM-DDTHH:MM:SS±hh:mm
YYYY-MM-DDTHH:MM:SS±hh
YYYY-MM-DDTHH:MM:SS±hhmm

If the time zone information is not present, it will be assumed to be in UTC.
( some valid datefields : 2016-02-15T21:16:25Z, 2012-12-24T12:56:15+05:30, 2010-03-23T12:00 )
For more details on date format: ISO 8601

Thank you for reaching out. Based on your explanation, it seems like the issue might be related to how the Workflow Automator processes time zone conversions when updating the Due By and First Response By fields. Since your custom datetime field correctly reflects GMT +8 (Hong Kong), but the updated ticket fields shift by 8 hours, the system might be interpreting the value in UTC before applying the time zone offset again.

To resolve this, you may want to:

  1. Check if the API request is automatically converting the datetime to UTC before updating the ticket fields.

  2. Explicitly set the time zone when updating the Due By field using the API.

  3. Verify whether the Workflow Automator or the placeholder processing logic adjusts time zones separately.

Since accurate deadline tracking is crucial for processes like Annual return filing in Hong Kong, ensuring the correct time zone handling will help prevent discrepancies in compliance-related tasks. Let us know if you need further assistance!

Hi Roland,
It sounds like a timezone handling issue—your custom datetime might be stored as UTC, which is then adjusted to GMT+8 when updating the due by field. You’re not doing anything wrong, but this quirk can cause confusion. Tools like oblemic can help track and troubleshoot these workflow mismatches more efficiently. Hope that helps!

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