Implementation of the Remedy HelpDesk software included DSO. What is DSO? DSO is an acronym for Distributed Server Option. DSO provides the ability for automatic data transfer between Action Request (AR) servers regardless of geographic location. Efforts between NDSU and UND implemented this feature fall 2001. The production server resides at NDSU and tickets are replicated to a server located at UND.
So…
In May 2002, the server at NDSU experienced hardware issues. Analysts were able to reset the software in less than 10 minutes and the server at UND became the production server. Services were reversed as soon as the server at NDSU was repaired. Without DSO, the Remedy HelpDesk software could have been down an estimated 24 to 48 hours or more during the repair.
What's cool about this…
DSO is not commonly used for replication in the Remedy HelpDesk environment. We are proud of the efforts between the two universities to provide such a service to the North Dakota University System.