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Drew Kirkland's Avatar

Drew Kirkland

Joined Mar 01, 2023

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Last activity Apr 20, 2023

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Latest activity by Drew Kirkland

Drew Kirkland commented,

CommentTriggers and automations

The reason that the notifications are firing the day before when using "within the previous" criteria is due to timezones.

The automation is using UTC time and does not account for local timezones. Here in US Central time, our automation opens tickets at 6pm on the day before our custom field (which is midnight UTC). From the support agent in my recent inquiry:

Date field timestamps are more complicated because they are not exposed in the UI or API. Automations currently use UTC timestamps for custom date field conditions. They do not use the time zone associated with the account. As a result, depending on how far the account is from UTC, automation may appear to fire several hours early or late.

 

View comment · Posted Mar 07, 2023 · Drew Kirkland

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