Time Zones for Schedules

Siebel Field Service stores all times using the UTC (Universal Time Coordinate). To display the local time in the user interface, the UTC is converted to the appropriate local time zone. Service calendars use Universal Time Coordinate conversions. For more information about ongoing application administration tasks, see Siebel Applications Administration Guide. For more information about UTC, see Siebel Global Deployment Guide.

Note: UTC is not the same as GMT (Greenwich Mean Time). UTC does not observe daylight savings time, but GMT observes daylight savings time.

Scheduling uses the following time zones:

• The customer time zone. Appointments are scheduled in the time zone for the customer. The time zone for the customer is the same as the time zone for the service region.

• The service center time zone. Siebel Scheduler ignores the time zone for the service center and uses time zone for the service region.

• The service region time zone. Activities that appear on the Gantt chart of the Dispatch Board are in the time zone for the service region.

• The employee (field service engineer) time zone. Siebel Scheduler ignores the time zone for the employee and uses time zone for the service region.

  Note: You must specify activity times (for example, the earliest start time and latest start time) and exception hours for employees in the service region time zone. If the dispatcher or service administrator is in a different time zone, then that person must manually convert the activity times and the exception hours for employees to the service region time zone. If that person is in the same time zone, then no manual conversion is necessary.