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Symantec® ServiceDesk Customization Guide 7.0
There are two aspects of the ServiceDesk architecture that can cause difficulty in load
balanced environments. The first is the way that portal sessions are managed. By
default, they are kept local to the server. Since they use SymQ exchange server it is
possible to redirect them to the database so they can be shared.
Second, the seamless experience of interacting with services within the portal belies the
fact that they exist in quite separate application domains. When you select the New
ServiceDesk Request service catalog item, for example, you're actually making a call
into the SD.Feeder.GeneralIncidentSubmission application which then calls a web service
in the SD.IncidentManagement application, all within a virtual window hosted by Process
Manager. In the midst of all this, the two SD applications are making web service call
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