Case Exchange integration for incidents

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 Management provides a case exchange framework to exchange incident 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 incidents is used in the Service Manager integration. For a list of operations supported in the Service Manager integration, see Supported operations.

The following tables indicate scenarios that occur when entering or updating a metaphase or phase of the Incident workflow, along with the relevant operation from the external system:

Resolution metaphase (Initial Support phase and Escalate phase)

Scenario	Operation
The current assignment of the incident changes from a group that does not have an external system defined to an external group	Assign
The current assignment of the incident changes from an external group to a group that does not have an external system defined	Accept
One of the following fields changes: Expected Resolution Time Solution Note When the solution field changes, it generates an Update operation, and then the incident record is moved to Review phase, which generates a Resolve operation. A comment is added An attachment is added or modified	Update

Validation metaphase (Review phase)

Scenario	Operation
One of the following fields changes: Solution Completion code A comment is added An attachment is added or modified	Resolve
The Completion code changes to WithdrawnbyUser	Cancel
The Completion code changes to RequestRejected	Reject

Scenario	Operation
The current assignment of the incident changes from a group that does not have an external system defined to an external group and the external reference record exists	Reopen
The current assignment of the incident changes from a group that does not have an external system defined to an external group and the external reference record does not exist	Assign

Done metaphase (Close phase)

Scenario	Operation
One of the following fields changes: Solution Completion code A comment is added An attachment is added or modified	Close
The Completion code changes to WithdrawnbyUser	Cancel
The Completion code changes to RequestRejected	Reject

Incoming operations (all metaphases)

The following table indicates the actions taken in Service Management when an incoming operation is received from the external system. The table is relevant for all metaphases of the incident workflow.

Incoming operation	Service Management Action
Create	Create the external reference record
Resolve or Close	Set Solution to Resolved by external system if it has no value Set Completion code to CompletionCodeFulfilled if it has no value
Reopen	Remove the Solution if it has a value. (If possible, add a comment: Incident was reopened. Previous solution was: <solution>.) Remove the Completion code if it has a value
Assign	Add a comment: Incident was assigned locally from external system
Reject	Delete the external reference record Add a comment: Incident was rejected by the external fulfillment system
Cancel	Set Solution to Incident canceled by external system Set Completion code to CompletionCodeAbandonedByUser