Integrate > Case Exchange framework > Common user tasks > Update an incident

Update an Incident

When ITSMA Service Management owns an Incident record, you can directly make any update you want. The configuration of the Case Exchange integration determines if the update will be transferred to the endpoint.

When the endpoint system owns a record, the Incident record is read-only in Service Management. However, you can still provide additional information to the record, and Case Exchange can transfer the information to the record in the endpoint system. To do this, follow these steps:

  1. Open the Incident record.
  2. Click Update.
  3. Choose an appropriate value in the Activity type field, provide the information in the Description field.
  4. Make sure the Take back control check box is not selected.
  5. Click Finish.

Case Exchange then transfers the information to the record in the endpoint. In Service Management, you can view the information in the Journal Updates field under the Activities section.

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