This documentation supports the 19.08 version of Remedy Action Request System.

To view an earlier version, select the version from the Product version menu.

Service failover ranking entries

The controller creates an entry in the  AR System Service Failover Ranking form under the following circumstances:

  • When an entry is created in the AR System Service Whiteboard form
  • When a waiting or active provider is examined as a possible highest rank

If no other rankings exist for the service, the entry receives a ranking of 1.  If other rankings exist, the entry receives a null ranking (that is, an unset ranking), which is treated as the lowest ranking (MAXINT (232 - 1)). This ranking assumes that existing providers are already working, and a failover is not triggered when you introduce a new provider.

Rank is in ascending numerical order. Service providers with the numerically lower rank are chosen before ranks of greater value (negative-valued rank takes a higher precedence over positive-valued rank). If two providers of the same service have the same rank, then the service failover controller chooses one.

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