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.