Overview |
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Included with |
Tivoli Problem Management administration |
Overview of Distributed Data Manager |
Distributed Data Manager is a feature of Tivoli
Problem Management. When you enable Distributed Data Manager, you can transfer calls,
problems, and solutions to other Tivoli Problem Management sites. A site is a
specific Tivoli Problem Management database and the client workstations and application
servers that access it. Sites can be in the same building or on different continents. Distributed Data Manager enables you to transfer calls, problems, and solutions to other sites even if they use different databases. For example, a site running an Oracle database can transfer a problem to another site that runs an Informix database. That site can then transfer the same problem to a third site, which runs a Microsoft SQL Server database. All these sites have the capability to view or retrieve the transferred problem. Analysts can dispatch or forward single calls, problems, and solutions. Or they can send multiple problems or solutions in batch mode, or bulk problem transfer and bulk solution transfer, respectively. For example, if it is 5:00 pm in Atlanta and the help desk is closing, the analysts in Atlanta can transfer open problems to the San Francisco site, where it is 2:00 pm. This capability enables the help desk to provide uninterrupted support. |
The Tivoli Problem Management enterprise |
An enterprise is comprised of two or
more Tivoli Problem Management sites that are connected to one another. A site in the
enterprise uses the Tivoli Problem Management 3-tier architecture, which includes a
database server, one or more application servers, and client workstations. The application
servers process the remote transactions. The application server you specify to receive
remote transactions is called the primary host. You can also define a secondary
host. If the primary host is unavailable, the secondary host automatically processes
transactions from remote sites. Each site contains a site ID record of every site in your enterprise. In addition, each site has database records of the people IDs and group IDs at the other sites in your enterprise. Tivoli Problem Management with Distributed Data Manager enabled automatically updates people ID, group ID, organization, and location information at every site whenever new IDs are added or existing IDs are changed. The site, user, and group ID information is used when an analyst transfers a call, problem, or solution to a remote site. At any point in the life cycle of a call or problem, an analyst can dispatch or transfer the call, problem, or solution to an analyst at any other site within an enterprise, as follows:
Even though the problem has been transferred to a remote site, the analyst who transferred the problem can continue to do the following:
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Before you begin | Before you use Tivoli Problem Management with
Distributed Data Manager to transfer calls, problems, and solutions to remote sites for
the first time, you must do the following:
Tip: Consider designating an individual as the Distributed Data Manager administrator for your enterprise. This person can coordinate site IDs, site numbers, and assign unique user IDs. |
Data transferred with a problem | When an analyst transfers a problem to a remote
site, Tivoli Problem Management with Distributed Data Manager enabled sends a copy of the
following database record to the remote site, along with the problem:
Tivoli Problem Management with Distributed Data Manager enabled also sends a copy of all of the following database records that are associated with the problem:
Note: Tivoli Problem Management with Distributed Data Manager enabled does not send a copy of the following database records with a transferred problem:
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Data transferred with a call | When an analyst transfers a call to a remote
site, Tivoli Problem Management with Distributed Data Manager enabled sends a copy of the
following database records to the remote site, along with the call:
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Data transferred with a solution | When an analyst transfers a solution to a remote
site, Tivoli Problem Management with Distributed Data Manager enabled sends a copy of the
following database record to the remote site, along with the solution:
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