Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management2017.11

Integrate > Case Exchange framework > Incident exchange scenarios > Scenario 5

Scenario 5

The Line of Business registers and assigns an Incident to the Central IT. The Central IT asks for additional information (Pending Customer).

Scenario description:

In this scenario, an end user creates an Incident. The Line of Business registers and assign the Incident to the Central IT. The Central IT requests for missing information and sets the status to Pending Customer. The Incident ownership is back to the Line of Business, who must collect the missing information.

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 Ask info	The Central IT assigns the Incident back to the Line of Business to request for additional information. The Incident status in the Central IT's system is Pending customer.
4 Ask info	The Line of Business receives the update and contacts the end user.
5 Provide info	The end user provides the information.
6 Submit info	The Line of Business updates the Incident, and then re-assigns the Incident to the Central IT.
Updates	Updates can happen on either side. Case Exchange transfers the update to the other side when needed.
7 Solved	The Central IT solves the Incident.
8 Closed	Service Desk 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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