Task |
System |
Process |
1 |
Client A |
Remove the current PROB_TRANSFER record |
2 |
Client A |
Create "sent" Audit Trail record |
3 |
Client A |
Create REMOTE_WORK record: RW_PROBLEM_TRANSFER |
4 |
Client A |
Create REMOTE_TASKS record |
5 |
Client A |
Post message to A's application server:
ES_MSG_TA_OUTGOING_WORK |
6 |
Application Server A |
Read REMOTE_WORK record |
7 |
Application Server A |
Package problem ticket data |
8 |
Application Server A |
Update the problem's CURRENT_SITE to (PEND) |
9 |
Application Server A |
Post message to B's application server:
ES_MSG_TA_PROBLEM_TRANSFER |
10 |
Application Server B |
Create LOCAL_WORK record |
11 |
Application Server B |
Unpackage problem ticket data |
12 |
Application Server B |
Create PROB_TRANSFER record |
13 |
Application Server B |
Notify recipient if appropriate |
14 |
Application Server B |
Notify all remote sites which have ever owned the problem of
the new CURRENT_SITE, OWNER and PROBLEM_RESULT (status) by performing a Problem Change
Broadcast |
15 |
Application Server B |
Begin problem escalation |
16 |
Application Server B |
Send acknowledgment to Site A. Post message to A's
application server: ES_MSG_TA_REMOTE_COMPLETION |
17 |
Application Server B |
Remove LOCAL_WORK record |
18 |
Application Server A |
Update the problem's CURRENT_SITE to Site B |
19 |
Application Server A |
Update Audit Trail to reflect successful transfer |
20 |
Application Server A |
End problem escalation if "Update owner on Problem
Transfer" is on |
21 |
Application Server A |
Remove REMOTE_WORK and REMOTE_TASKS records |