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Support Article

Emails triggered using SLA has incorrect date format



The application server runs on Australia or Sydney time. The data format displays incorrectly as MM/DD/YYYY instead of DD/MM/YYYY format  in the email when an email notification is sent using the Service Level Agreement (SLA). However, the date displays in the correct format on sending the same email from the Operator session.

Error Messages

Not Applicable

Steps to Reproduce

  1. Configure SLA on an assignment
  2. Create correspondence and include a Date field in it
  3. Use the Date Calendar format on the Date field
  4. Send the email notification within the goal time
  5. Verify the date format in the email

Root Cause

This behavior is as per the Pega product design. Operator context is unavailable during agent execution. However, the operator locale is not considered.


Perform the following local-change:
Add a step to the activity which is executed before Send Email, using the FormatDateTime function, as below:


An enhancement request, FDBK-65554, is created for consideration by Pega Product Management to provide an option for the users to select format in the Correspondence rule when the Date Time property is inserted.  


Suggest Edit

Published April 1, 2020 - Updated December 2, 2021

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