GMT Offset Reset for Daylight Saving Time

This guide addresses the one-hour mismatch with the Hour field on call reporting records in Natterbox packages above version 1.321. Follow the instructions below to correct the issue.

Steps to Reset the GMT Offset

1. Click on your profile picture located in the top right corner of the screen.

2. Select “Settings” from the dropdown menu.

3. In the Settings menu, use the quick find feature to locate “Language & Time Zone”.

4. Once on the Language & Time Zone page, change the timezone to (GMT+00:00) Greenwich Mean Time (GMT), and then press save.

5. After saving, switch back to your original timezone.

Once you have completed these steps, the Hour field should display correctly in the reports. This adjustment ensures that your call reporting records are accurate and reflect the correct time.

NOTE: Previously created records will be retrospectively affected in standard reporting.

Why this happens:

1. The Hour field is a Formula Field, not a static number stored at call time:

The Hour field on the Call Reporting Object (or Activity/Task) is typically a Salesforce formula. It references the call's timestamp in combination with the user's timezone / nbavs__GMT_Offset__c value.

2. Dynamic evaluation:

Because formula fields evaluate dynamically at query/view run-time, whenever a report or record is viewed, Salesforce re-calculates the formula using the current offset on the User record.

3. What the guide actually does:

When you toggle the timezone to GMT and back in Salesforce user settings, it forces Salesforce to recalculate and update the user's custom GMT offset (nbavs__GMT_Offset__c) to reflect the current Daylight Saving Time offset.