This documentation supports the 22.1 version of Action Request System.
To view an earlier version, select the version from the Product version menu.

Setting up DSO to synchronize data across multiple AR System servers

The information in this topic is applicable only for on-premises deployments.


Distributed Server Option  ( DSO ) enables you to transfer requests between servers and to keep copies of a request synchronized across multiple servers, even if those servers are geographically dispersed. DSO  is available for Windows and UNIX platforms.

When to use  DSO

DSO  has many uses, including the following:

  • Transferring requests to the location where they are processed
    For example, suppose your company repairs office furniture. Desks are repaired in San Francisco, and chairs are repaired in Chicago. When a request for a chair repair is submitted to the San Francisco site, DSO  can automatically transfer the request to a server in Chicago. If the request needs the attention of a specialist, such as an upholsterer, DSO  can transfer the request to a different Chicago server that handles upholstery repairs.
  • Transferring requests between regions in a customer support environment that operates 24 hours a day, 7 days a week
    You can configure DSO  to forward open requests to another site at the end of each site's business day. For example, suppose your company has customer support centers in San Francisco, Paris, and Tokyo. DSO can forward open requests from San Francisco to Tokyo at the end of San Francisco's business day, from Tokyo to Paris at the end of Tokyo's business day, and so on. This helps alleviate employee down time and increases the speed at which requests are processed.

    Important

    Depending on your environment, using DSO as a database synchronization engine might not provide real-time distribution of all data to all users. Before you implement DSO for this use, your environment should be evaluated to ensure that DSO can perform as expected in it.

  • Creating a distributed knowledge base so that problem-solving information is accessible from any location
    For example, you can create filters or escalations that instruct DSO  to forward requests closed on one server to all other servers in the environment. All servers then have access to the problem-solving information and solutions contained in the closed requests.
  • Archiving old requests
    If you have a server dedicated to archiving, DSO  can send closed requests to the that server.

Before you begin

Get familiar with key concepts. See Manage distributed business requests by using Distributed Server Option.

Explore the use cases discussed in Distributed operation use cases.

Process for setting up distributed operations

StepActionReference
1

If you have not already done so, enable DSO by configuring it for your distributed environment.

See Configuring Distributed Server Option.
2

Determine which forms you will transfer data from and which forms you will transfer data to.


3Determine the amount of control you need over the transferred data:
4

Determine which distributed fields to add to the forms identified in step 2.

Add distributed fields to the forms identified in step 2.

See Distributed fields.

See Adding and deleting distributed fields.

5Determine whether you will use distributed pools.
(Optional) Create distributed pools according to your analysis in step 3.

See Distributed pools.

See Creating and modifying distributed pools.

6Determine how to map the forms identified in step 2.See Distributed mapping.
7

Create the required distributed mappings.

Unless otherwise noted, this step assumes that you are mapping between two servers. To maintain data integrity on more than two servers, see Chained and broadcast distributed transfers.

See Creating distributed mappings.
8

Enable logical mappings.

Creating and modifying logical mappings

9
Create filters or escalations that define the conditions under which distributed operations occur.
Creating workflow to perform DSO operations
10

(Optional) Employ advanced functions.

Setting up chained distributed transfers

Setting up broadcast distributed transfers

Performing distributed operations on join forms

11Monitor the pending distributed operations and resolve issues.Monitoring and managing pending distributed operations


Was this page helpful? Yes No Submitting... Thank you

Comments