Calculate the Offset for Autotask and ConnectWise Manage
Autotask and ConnectWise Manage use different time zones for ticketing transactions and you need to use the correct information to calculate accurate ticket times.
Calculate the offset for Autotask
Autotask uses Eastern Standard Time (EST) as the time zone for all ticketing transactions.
- If the Report Manager server is in a time zone that is ahead of EST, the difference will be a positive (+) number.
- If the Report Manager server is in a time zone that is behind EST, the difference will be a negative (-) number.
Example
| Report Manager Server time | Ticket Time Offset (Difference in hours from EST) |
|---|---|
| London, United Kingdom | EST + 5 hours |
| Victoria, BC, Canada | EST – 3 hours |
Calculate the offset for ConnectWise Manage
[Report Manager server time] – [PSA server time] = [Ticket Time Offset (Difference in Hours)]
- If the Report Manager server is in a time zone that is ahead of the PSA server, the difference will be a positive (+) number.
- If the Report Manager server is in a time zone that is behind the PSA server, the difference will be a negative (-) number.
Example 1
The Report Manager server is in a time zone ahead of the PSA server.
The Report Manager server is in Amsterdam, Netherlands and the PSA server is in London, United Kingdom. Amsterdam is one hour ahead of London.
| Report Manager Server time | PSA Server time | Time Difference |
|---|---|---|
| Amsterdam, Netherlands 11:02 am |
London, UK 10:02 am |
1 hour |
Calculation:
[Report Manager server time] – [PSA server time] = [Ticket Time Offset (Difference in Hours)]
11:02 – 10:02 = +1
Therefore, you need to select +1 for the Ticket Time Offset (Difference in Hours).
Example 2
The Report Manager server is behind the PSA server.
In this example, the Report Manager server is in Ottawa, Canada and the PSA server is in London, United Kingdom. Ottawa is five hours behind London.
| Report Manager Server Time | PSA Server time | Time Difference |
|---|---|---|
| Ottawa, Canada 5:02 am |
London, UK 10:02 am |
–5 hours |
[Report Manager server time (Ottawa)] – [PSA server time (London)] = [Ticket Time Offset (Difference in Hours)]
Calculation:
5:02 – 10:02 = –5
Therefore, you need to select –5 for the Ticket Time Offset (Difference in Hours).