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Case Exchange integration for changes
Service Management provides a case exchange framework to exchange change record data between Service Management and external systems. The case exchange framework enables you to define an external system with which information will be exchanged. The external system has the ability to create and update records in Service Management as well as to relate those records to records in the external system.
The Case exchange integration for requests is used in the Service Manager integration. For a list of operations supported in the Service Manager integration, see Supported operations.
Outgoing operations (all metaphases)
The following table indicates scenarios that occur when entering or updating a metaphase or phase of the Change workflow, along with the relevant operation from the external system integration.
|
Scenario |
Operation |
|---|---|
| The Owning group field changes from a group that does not have an external system defined to an external group | Assign |
| The Owning group field changes from an external group to a group that does not have an external system defined | Accept |
| The Completion code changes to Withdrawn | Cancel |
|
A comment or attachment is added to the record Note An Update operation cannot be generated if a Cancel operation was generated previously. For more information about the rules, see Supported operations. |
Update |
Incoming operations (all metaphases)
The following table indicates the actions taken in Service Management when an incoming operation is received from an external system. The table is relevant for all metaphases of the change workflow.
|
Incoming operation |
Service Management Action |
|---|---|
| Create |
Create the change and the external reference record |
| Update |
Update the change record Note You can change the phase of a record by updating the Phase field. However, if there is no transition defined from the current phase to the target phase, or if the record does not satisfy the conditions required for the transition, the entire operation may fail. |
| Assign | Add a comment: Change was assigned locally from external system
|
| Reject |
|
| Cancel |
Note If there is no transition defined from the current phase to the Abandon phase, the entire operation may fail. |
