Recommendations

Before you set up the Case Exchange integration, consider the following recommendations for preparation and configuration:

  • Decide about the general connection method, which can be either of the following:

    • Pull the data from the target system
    • The target system pushes the data into Service Management
  • Ensure that you have a clear picture about the workflows in the systems you want to integrate.
  • Ensure that you know how to map the workflows for incoming and outgoing data.
  • Ensure that the attachment settings are correctly configured.
  • Ensure security settings are defined and properly configured.
  • Enable outbound events for easy usage in the RuleSets.
  • Test the configurations properly in a test environment before go live.
  • Ensure the ownership of the records is clearly defined for each stage.
  • Align on re-open, resolve, and closure rules, follow Processes and Best Practices Guide.
  • Perform sufficient performance tests, including test with attachments to ensure the system can handle the case exchange requirements of your environment.
  • Do not underestimate the effort for the workflow and status mapping.