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Time zone codes define the time zone from which a user usually accesses the system (that is, the user’s local time zone) or the time zone in which a CI is located. Business hours are always entered in the time zone of the CA SDM server. This means that business hours can always be compared uniformly.
Time zones are used to manage service types, escalations, and overall response to affected end users based on the ability of CA SDM to present the correct time across multiple time zones. CA SDM automatically adjusts the offset between the time zone where a user is logging in or a CI is located, and the time zone where the server is running. Time zones use the Greenwich Mean Time (GMT) format.
Note: For information about how to define time zones, see the Online Help.
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