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 6

Scenario 6

The Line of Business registers an Incident, which is then assigned to the Central IT. The Central IT then assigns the Incident to Service Provider 1.

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 then assigns the record to Service Provider 1. Service Provider 1 solves the record.

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.
3 Assignment	The Central IT assigns the Incident to Service Provider 1.
Updates	Updates can happen on any side. Case Exchange transfers the update to other sides when needed.
4 Solved	Service Provider 1 solves the Incident. The responsibility is back to the Central IT, who reviews the resolution.
5 Solved	The Central IT passes the Incident back to the Line of Business.
6 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.

Send Help Center feedback