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 > Enable Case Exchange with another system > Enable Case Exchange with Service Anywhere > Test and troubleshoot the integration

Test and troubleshoot the integration

Once you have finished the above configurations in the ITSMA Service Management system, you can test the Case Exchange integration. The following procedure is an example that you can follow to test the basic functions of the integration:

In Service Anywhere, create a new Incident record.
Wait for a while (depending on the value that is configured in the Interval Time field) and the Incident record should be exchanged to the Service Management system.
In Service Management, update the Incident record so that the update can trigger the outbound rule that is configured in Create and invoke Rule Sets.
The update to the Incident record should be exchanged to Service Anywhere.

If all the above steps are successful, the integration between the two systems is properly configured.

If any of the above steps is unsuccessful, the following checklist can help you to troubleshoot possible problems.

Symptoms	Checklist
In step 2, the Incident record does not appear in Service Management.	Check the following areas in Service Management: Check the Service Management Integration Suite (SMIS) task queue and task log. Check the integration instance: Is the integration instance active? Is the information in the General tab correct? Have you done any customization when you set up the integration instance? Check the log file. For more information, refer to the following topic in the online help: System Administration > Integrations > Case Exchange framework > System administrator tasks > Review log file
In step 4, the update in Service Management cannot be exchanged to Service Anywhere.	Check the following areas in Service Management: Check the SMIS task queue and task log. Have you done any customization when you set up the integration instance? Check the outbound rule, and make sure that the update to the Incident record can trigger the outbound rule. See Create and invoke Rule Sets. Check the log file. For more information, refer to the following topic in the online help: System Administration > Integrations > Case Exchange framework > System administrator tasks > Review log file

Symptoms

Checklist

In step 2, the Incident record does not appear in Service Management.

Check the following areas in Service Management:

Check the Service Management Integration Suite (SMIS) task queue and task log.
Check the integration instance:
- Is the integration instance active?
- Is the information in the General tab correct?
- Have you done any customization when you set up the integration instance?
Check the log file. For more information, refer to the following topic in the online help:

System Administration > Integrations > Case Exchange framework > System administrator tasks > Review log file

In step 4, the update in Service Management cannot be exchanged to Service Anywhere.

Check the following areas in Service Management:

Check the SMIS task queue and task log.
Have you done any customization when you set up the integration instance?
Check the outbound rule, and make sure that the update to the Incident record can trigger the outbound rule. See Create and invoke Rule Sets.
Check the log file. For more information, refer to the following topic in the online help:

System Administration > Integrations > Case Exchange framework > System administrator tasks > Review log file

For additional tips about how to troubleshoot the Case Exchange integration, see Troubleshooting tips.

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