Integrate > External systems > Case Exchange integration operations for incidents

Case Exchange integration for incidents

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

When transitioning from Review phase to Initial Support 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 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

For more information on the Service Manager integration with Service Management, refer to the Service Manager documentation.

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