Low Issue Summary
ServiceDesk SLA reports are showing results one month before for e.g. April in March drill down, when the Timezone of the Jira User profile is ahead of the User Computer Timezone.
Steps to Reproduce
- Data needs to be collected over many months to see the inconsistencies
- Set the user computer/laptop timezone to GMT+1
- If using a Mac OS, go to System Settings > Date & time > Time zone and change the Closest City field
- Set the Jira user profile timezone to a timezone that is ahead of GMT+1 (For example GMT+2)
- Navigate to any Service desk SLA Report
- Select 'Past year by month' in the dropdown menu
Expected Results
The SLA Report should show the correct number of tickets for each month:
Actual Results
The SLA report shows the exact same number of tickets, but these numbers are mapped to the wrong months (for example, June 2023 is showing the number of tickets that should be for July 2023, and so on...):
Workaround
Ask the impacted user(s) to change their Jira User Profile timezone to match the Timezone of their own Computer/Laptop, or to a timezone that is behind.
You can find below examples of combinations of Jira profile/Computer Timezones that will either lead to correct or incorrect values in SLA reports:
| Computer Timezone | Jira User Timezone | Result (report correct/incorrect)? |
|---|---|---|
| GMT+0 | GMT+1 |  |
| GMT+1 | GMT+3 | |
| GMT+3 | GMT+1 |  |
| GMT-6 | GMT-5 | |
| GMT-5 | GMT-6 | |
