We have an issue where service requests that are created for a customer in Pensacola,Florida,US are created with the incident timezone as Eastern. Pensacola,FL is in the Central Timezone. I found Doc ID 1934138.1 that referred to the contact center timezone ultimately being derived from the HZ_TIMEZONE_MAPPING table. In this table, for the state of Florida, in the US, the timezone_id is 1. So, the Timezone for this address in the contact center is getting populated correctly, according to the HZ_TIMEZONE_MAPPING table. However, there are many states in the US where the state can be cross two time zones. How do we get this address to populate with the correct time zone?
Thanks,
Roger