Time zone discrepancies in client reminders and calendar notifications are a common issue that firms face in 8am MyCase. Clients may receive reminders or notifications with times that do not align with the firm’s configured time zone. This guide outlines the common causes for such issues and provides actionable steps to resolve them.
Common Causes of Time Zone Issues
Mismatched Time Zones Between Firm and Client: When a client’s time zone differs from the firm’s configured time zone, notifications and reminders may show times based on the client’s settings.
Client-Portal-Specific Changes: Clients can independently update their time zone settings through their portal, potentially causing discrepancies.
Incorrect Time Zone Defaults in Client Profiles: At the time of adding a client, the time zone might default to that of the user creating the profile, which may not align with the intended time zone.
Steps to Identify and Resolve Time Zone Discrepancies
For Firm Admins:
Update the Client’s Time Zone Settings: - Navigate to the client’s contact record. - Use the 'Edit' option near the top of the page. - Update the time zone field to match your firm’s configured time zone.
Verify Proper Notification Settings: - Open the contact's 'Info' section on their profile. - Double-check that the correct time zone is listed, ensuring it reflects the desired region.
Inspect Reminder Time Origins: - Reminder times depend on the time zone set for the individual contact, not the broader case. - Ensure all client contact records have the expected time zone settings updated.
For Clients:
Update Time Zone Settings in the Portal: - Clients can manage their time zone preferences independently through the portal. - Steps: - Log in to the client portal. Click "My Account" in the upper righthand corner > settings > my preferences > use the time zone field to update.
Best Practices to Prevent Future Discrepancies
Standardize Default Time Zones: Ensure all new client profiles are set to the intended time zone upon creation.
Communicate with Clients: Inform clients about the importance of maintaining accurate time zone settings in their portal and explain the impact of changes they may make independently.
Periodic Reviews: Schedule periodic reviews of client/contact profiles to double-check and standardize time zone settings across records.
FAQs
Why does the client’s time zone override the firm’s when sending reminders?
Client-specific time zone settings take precedence over the firm’s time zone to ensure reminders reflect the local time of the client.
What happens if a client switches their time zone independently?
Clients are allowed to change their time zone settings via the portal. This action cannot be disabled, so it is crucial to educate clients about maintaining alignment with firm preferences. By following the outlined steps and best practices, firms can ensure accurate, aligned time zone configurations for reminders and calendar events, minimizing client confusion and improving overall operational efficiency.
If your firm needs to change your client contact's timezones in bulk, please contact 8am MyCase support.