Important
The Distributed Server Option (DSO) is available 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 Microsoft Windows and UNIX platforms. DSO has many uses, including:
Transferring requests to the location where they are processed
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
Suppose your company has customer support centers in San Francisco, Paris, and Tokyo. You could configure DSO to 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 downtime and increases the speed at which requests are processed.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 verify that DSO can perform as expected in it.
Creating a distributed knowledge base
Example
To ensure that problem-solving information is accessible from any location, 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 that server.