Defining Business Structure › Multi-Site Support

Multi-Site Support

CA Service Desk Manager can be configured for global access so that data can be shared between multiple installations of CA Service Desk Manager. Consider the following situations:

• Global service desks require multiple regional CA Service Desk Manager installations that may or may not have the same customization or release level of CA Service Desk Manager. These regional installations often circle the globe and analysts in one region provide off-hours support for customers located (homed) in another region. This provision is also called "following the sun." Analysts need to be able to service a customer regardless where that customer is "homed".
• Multiple regional CA Service Desk Manager installations have groups of analysts that must work queues in more than one regional installation. An analyst in a specialized group must view the queue for a given group across all installations.

For both of these situations there is a need to maintain business rules that are sometimes contradictory between installations. Multi-Site support allows bridging these separate installations (called Regions), while maintaining separate business rules for each Region.

A support analyst that handles global calls can search for Contacts across all Regions and open and access tickets starting from one single window. When the ticket is actually created, the analyst can be transferred to the appropriate region (local or remote), where the applicable business rules are applied.

Analysts that handle tickets for multiple regions can also view a list of all of their tickets on one window. When accessing details of a particular ticket, an analyst is transferred to the appropriate region (local or remote) where the applicable business rules are applied.