Think globally, act locally

As described in Distributed Support, DARTs (Diagnosis, Analysis, and Resolution Tools) are the implementation of solutions for support issues. In order to provide a way to customize these support solutions, the engine has a mechanism for representing configuration information that DARTs use to control their operation.

This configuration information is very flexible. It can take the form of numbers, arbitrary text strings, booleans (check boxes), or push buttons used to initiate actions. Each configuration parameter has a label describing its meaning and a default value that it takes if it is not configured. The configuration interface is implemented using a database that shares the same schema on the server and client, making it easy to set up external interfaces when needed. The naming scheme used for the configuration interface is specifically designed to reduce version dependency, so that DARTs can easily be upgraded without losing their configuration.

The power of Pantographic Support comes from the flexible and  powerful method the configuration information of the DARTs is applied to multiple devices:

• Using the Server interface for managing multiple devices or the client interface
• Automated Configuration information changes as a result of a decision made by a DART
• Propagate configuration through multiple paths (Server-Client, Client-Client, Client-Server)
• Mechanism to allow Server-Server propagation (new site setup)
• Propagation from Server to a client at site and then from the Client to other clients in the site
• Configuration information applied based on Device groups
• Device groups can be based on many parameters (both asset based, issue based)

Benefit

All support organizations benefit from the power of Pantographic Support.

• Scalability
  1. The management complexity of support configurations is only a function of support issues, not devices under management.
  2. The distribution mechanism used for grouping and configuration reduces reliance on single central resource.
• Flexibility
  1. The general solution to a support issue can be customized to handle a wide range of environments.
  2. The customization and configuration can be used in any way the DART designer needs.
  3. Devices can be grouped and managed in flexible ways that adapt to the situation at hand.
• Distributed nature
  1. The distribution mechanism used for grouping and configuration works reliably with intermittent connectivity
  2. The availability of grouping and configuration information from multiple sources reduces the reliance on a central resource.

Uniqueness

The advantages of grouping and configuration are so strong that other offerings provide limited forms of one or the other, or both. However, no other offering provides the true Pantographic Support found in Device HealthCare. Here are some tell-tale signs you can use to distinguish real Pantographic Support from weaker limitations.

• Flexible group definition
• Flexible group usage
• Flexible configuration definition
• Flexible configuration usage
• Distributed architecture

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