Currently Support Automation Queue workshift is based on server timezone entry. When it comes to serve for multi-timezone (end users are in multiple timezones with DST settings) environment there is a limitation in the product and it doesn't support. It goes with back end server time and ignores end user time zone setting.
CA SDM supports different timezones for calculation of SLAs, based on end user's time zone setting.
This request/idea is to enhance the CA Support Automation module to add functionality to support Queue Workshift based on end user time zone setting.