Integrate > Case Exchange framework > Incident exchange scenarios > Scenario 3

Scenario 3

The Line of Business registers an Incident and the Central IT solves the Incident. The solution does not satisfy the customer. The Central IT must solve the Incident again.

Scenario description:

In this scenario, an end user creates an Incident. The Line of Business registers and assigns the Incident to the Central IT. The Central IT solves the Incident. The Line of Business confirms the solution with the end user, but the end user is not satisfied. Therefore, the Incident is reassigned (re-opened or re-created) to the Central IT.

Action Description
1 New Incident An end user calls the Line of Business to create a new Incident.
2 Assignment The Line of Business assigns the Incident to the Central IT.
Updates The Central IT analyzes and updates the Incident. Case Exchange transfers the update to the other side when needed.
3 Solved The Central IT solves the Incident.
4 Resolve The Line of Business confirms the solution with the end user for the closure of the Incident.
5 Not satisfied The end user is not satisfied. The Incident needs to be re-opened or re-created.
6 Not solved

The Line of Business reassigns the Incident to the Central IT. In this case, Case Exchange handles the Incident as follows:

  • In case the Incident is Closed in the Central IT,

    • If the Central IT does not support the re-open of an Incident, Case Exchange recreates the Incident.
    • If the Central IT supports the re-open of a Incident, Case Exchange sets the Incident status to Work in progress.
  • In case the Incident is just Resolved in the Central IT, Case Exchange sets the status to Work in progress.
7 Solved The Central IT solves the Incident.
8 Closed The Line of Business confirms the solution with the end user and closes the Incident.
Background
Updates Updates in any of the systems are transferred to the other side.
Acknowledge Each time data is transferred, an Acknowledgment has to happen.

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