Error handling

ITSMA Service Management Integration Suite (SMIS) can automatically create a new Incident record for the error if all of the following conditions are met:

• The error handling feature is active in a Case Exchange integration instance.
• A Case Exchange task of this integration encounters an error.
• SMIS has performed the number of retries that is pre-defined, but still encounters error.

SMIS automatically set the following fields in the record according to the configuration in the integration instance:

• Title
• Assignment Group
• Impact
• Urgency
• Category
• Area
• Subarea
• Affected Service

The error handling feature works in the following manner:

• Case Exchange only creates one Incident record for each integration instance that has failed tasks.
• When the task fails for the first time, SMIS creates a new Incident record.

• When the task that has failed fails again, SMIS works in the following manner:

  • If the record for the previous failure is closed, SMIS creates a new Incident record.
  • If the record for the previous failure is not closed, SMIS does not create a new Incident record.