This chapter covers information on High Availability (HA), mapping of responsibilities, concurrent programs and user actions supported in HA.
This chapter covers the following topics:
Organizations providing round the clock support to their customers require computer systems to also be available 24x7. Hence, any planned or unplanned outages may bring down employee productivity, reduce customer satisfaction and affect business until all systems are back up and running. Service companies that have shorter turnaround times can adversely be affected by such downtimes. Oracle TeleService provides high availability (HA) of critical features. This feature is especially useful where a single instance is run and entire operations are affected by these downtimes.
High availability refers to enabling operational continuity of the business critical functions of application or system during a scheduled production outage. Planned production downtime may be due to patch applications or other system configurations that require that the production instance is taken offline or restarted.
Related Topics
High Availability Solution, Oracle TeleService Implementation and Administration Guide
Critical Business Functions Available in High Availability, Oracle TeleService Implementation and Administration Guide
Setting Up High Availability, Oracle TeleService Implementation and Administration Guide
Responsibilities enable users to access different user interfaces on the high availability instance. During the HA Record phase, users are given access only to the HA equivalents of their standard production responsibilities. The HA responsibilities give access to a limited set of UIs and functions that are available on the HA instance. When the production instance is restored, users will resume with their regular responsibilities.
The Service High Availability Administrator must set up the responsibilities on the production instance. Since the high availability instance is a clone of the production instance, the responsibility mapping performed on the production instance is available on the high availability instance when the production instance is brought offline. The fields on the High Availability Responsibility Mapping page display the list of active responsibilities in Service, Field Service, and Mobile Field service.
Before the HA instance is made available,
Only the System Administrator responsibility is available.
All responsibilities that are marked as HA responsibilities are available. Responsibilities on the production instance are mapped to responsibilities on the HA instance.
No other responsibilities are available on the HA instance.
These HA responsibilities are then assigned to users with corresponding normal responsibilities.
Barring few required programs for Service all other concurrent programs, workflows, and business events cannot be run on the HA instance. See Concurrent Requests Supported in Mobile Field Service in High Availability.
Users will have access to the regular responsibilities when they move back to the production environment.
Use this procedure to map responsibilities on the production instance.
To map responsibilities:
On the High Availability Responsibility Mapping page, select the responsibility name from the Responsibility Name list. All responsibility mappings related to the selected responsibility are displayed in the Application Name, HA Application Name, and HA Responsibility Name fields.
Click Delete to delete a responsibility mapping. To delete multiple responsibility mappings select the check box next to the mapping and click Delete.
Click the Add icon to add a responsibility mapping.
Click Apply.
Click OK. The values in this setup are saved to the CSM_HA-RESP_MAPPINGS table that is used during the HA Record start phase.
The following concurrent requests are supported in the HA mode in Mobile Field Service:
Process Uploaded Mobile Data
JTM Master Concurrent Program (only Category: INVENTORY and TRANSACTION are supported)
The following table lists the user actions/functionality that is supported in HA. Features that have the Capture Transaction in HA Mode column set to Y (Yes) are supported in HA mode. These functions/transactions will be captured and replayed in the production instance. Features that are set to N (No) in the Capture Transaction in HA Mode column must either be hidden, disabled or enabled in read-only mode so that the users cannot make updates that will not be captured. In OA HTML pages, you can do this through personalization.
Features that have the Enabled in UI in HA Mode column set to Y are displayed on the UI and can be accessed in the HA mode. For features that are marked as N, users cannot access them and the feature can either be disabled or is not shown on the UI.
| Module | Flow/Location | User Action | Capture Transaction in HA Mode | Show/Enable in UI in HA Mode |
|---|---|---|---|---|
| Technician/Administrator Portal & MFS Wireless | Tasks | Task list on dashboard | N | Y |
| Search task | N | Y | ||
| Update task | Y | Y | ||
| Create follow up task | Y | Y | ||
| Create personal task | Y | Y | ||
| Schedule task | Y | Y | ||
| Update IB (Actions LOV) | N | N | ||
| Service Request | Search service request | N | Y | |
| Update service request | Y | Y | ||
| Create service request | Y | Y | ||
| View service history | N | Y | ||
| Update counter readings | Y | Y | ||
| Parts | Search parts | N | Y | |
| Transfer parts | N | N | ||
| Order parts | N | N | ||
| Receive parts | N | N | ||
| Return parts | N | N | ||
| Debrief | Capture debrief- labor, material, expense | Y | Y | |
| Process debrief to charges | Y | N/A | ||
| Travel debrief | Y | Y | ||
| Debrief error correction | Y | Y | ||
| Debrief E-record Approval | N | N | ||
| Default travel and labor debrief based on task status updates | Y | Y | ||
| Capture signature | Y | Y | ||
| Contract | View contracts | N | Y | |
| Customer | View customer and contact info | N | Y | |
| Notes | View/create notes | Y | Y | |
| Install Base | View install base configuration | N | Y | |
| Update install base configuration | N | N | ||
| Knowledge Management (KM) | View KM | N | Y | |
| Create/update KM | N | N | ||
| Miscellaneous | Upload/download attachment | Y | Y | |
| Access maps and driving directions | N | Y | ||
| MFS (Laptop & Pocket PC) | Tasks | Task list on dashboard | N | Y |
| Search task | N | Y | ||
| Update task | Y | Y | ||
| Create follow up task | Y | Y | ||
| Create personal task | Y | Y | ||
| Self assign tasks | Y | Y | ||
| Self schedule task | Y | Y | ||
| Service Request | Search service request | N | Y | |
| Update service request | Y | Y | ||
| Create service request | Y | Y | ||
| View service history | N | Y | ||
| Update counter readings | Y | Y | ||
| Parts | Search parts | N | Y | |
| Transfer parts | N | N | ||
| Order parts | N | N | ||
| Receive parts | N | N | ||
| Parts radius search | N | Y | ||
| Return parts | N | N | ||
| Debrief | Capture debrief- labor, material, expense | Y | Y | |
| Process debrief to charges | Y | Y | ||
| Travel debrief | Y | Y | ||
| Debrief error correction | Y | Y | ||
| Default travel and labor debrief based on task status updates | Y | Y | ||
| Capture signature | Y | Y | ||
| Contract | View contracts | N | Y | |
| Customer | View customer and contact info | N | Y | |
| Notes | View/create notes | Y | Y | |
| Install Base | View install base configuration | N | Y | |
| Miscellaneous | Upload/download attachment | Y | Y | |
| Access maps and driving directions | N | Y | ||
| Synchronization | Y | Y |