Integrate > Case Exchange framework > Incident exchange scenarios > Scenario 4

Scenario 4

The Line of Business registers and assigns an Incident to the Central IT. However, the Incident is no longer relevant for customer (cancel and withdrawal).

Scenario description:

In this scenario, an end user creates an Incident. The Line of Business registers and assigns the Incident to the Central IT. However, the end user indicates that the issue no longer exists and cancels the Incident.

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 Cancel The end user cancels the Incident.
4 Cancelled The Line of Business cancels the Incident. Once cancelled, the Incident is directly closed.
5 Closed The Line of Business 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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