Task |
System |
Process |
1 |
Client A |
Create PROBLEM_CLOSURE record: CP_REMOTE_TRANSFER_PROBLEM |
2 |
Client A |
Post Message: ES_MSG_CLIENT_CLOSE |
3 |
Application Server A |
Process problem closure |
4 |
Application Server A |
Create "Sent" Audit Trail record |
5 |
Application Server A |
Create REMOTE_WORK record: RW_PROBLEM_TRANSFER |
6 |
Application Server A |
Create REMOTE_TASKS record for site B |
7 |
Application Server A |
Post Message to this application server:
ES_MsgNetNAgentAsClientRelay |
8 |
Application Server A |
Read REMOTE_WORK record |
9 |
Application Server A |
Package problem ticket data |
10 |
Application Server A |
Update the problem's CURRENT_SITE to (PEND) |
11 |
Application Server A |
Post Message to B's application server:
ES_MSG_TA_PROBLEM_TRANSFER |
12 |
Application Server B |
Create LOCAL_WORK record |
13 |
Application Server B |
Unpackage problem ticket data |
14 |
Application Server B |
Create PROB_TRANSFER record |
15 |
Application Server B |
Notify recipient if appropriate |
16 |
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 |
17 |
Application Server B |
Begin problem escalation |
18 |
Application Server B |
Send acknowledgment to Site A. Post Message to A's
application server: ES_MSG_TA_REMOTE_COMPLETION |
19 |
Application Server B |
Remove LOCAL_WORK record |
20 |
Application Server A |
Update problem's CURRENT_SITE to Site B |
21 |
Application Server A |
Update Audit Trail to reflect successful transfer |
22 |
Application Server A |
End problem escalation if "Update owner on Problem
Transfer" is on |
23 |
Application Server A |
Remove REMOTE_WORK and REMOTE_TASKS records |