GetTimeZone Method

GetTimeZone retrieves the time zone to use for the response time calculation.

The time zone for the entitlement, contact, service request owner, application default are passed as arguments to this method. This method selects the entitlement time zone first. If that time zone is unavailable, then this method selects the contact time zone. If that time zone is unavailable, then this method selects the time zone for the service request owner. If that time zone is unavailable, then this method selects the application default time zone.

The retrieved time zone is passed to the GetResponseTime method to calculate the response time.

You can overwrite this method to handle other business scenarios.