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 8

Scenario 8

The Line of Business registers and assigns an Incident to the Central IT. The Central IT assigns the Incident to the Service Provider 1. Service Provider 1 solves the Incident. The solution does not satisfy the customer, Service Provider 1 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 then assigns the Incident to Service Provider 1. Service Provider 1 solves the Incident and the solution is passed to the Line of Business. The Line of Business confirms the solution with the customer, but the customer is not satisfied. Therefore, the Incident is reassigned (re-opened or re-created) to the Service Provider 1.

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, 5 Solved	Service Provider 1 solves the Incident, and the solution is passed to the Line of Business.
6 Resolve	The Line of Business confirms the solution with the end user for the closure of the Incident.
7 Not satisfied	The end user is not satisfied.
8, 9 Not solved	The Incident is reassigned to Service Provider 1.
10, 11 Solved	Service Provider 1 solves the Incident, and the solution is passed to the Line of Business.
12 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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