External systems

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 data between Service Management and other products. The case exchange framework enables you to define an external system with which information will be exchanged.

The following integrations are supported:

Service Manager (SM). The SM integration uses the Active/Passive case exchange protocol. In this protocol, all actions are initiated in the external system and no configuration of REST operations is required in Service Management. The On-Premise Bridge is not involved in the integration; only the Case exchange API is required. For more information, see External systems - Service Manager integration.

Operations Manager i (OMi). The OMi integration uses the Active/Active case exchange protocol. In this protocol, actions are initiated from both sides and REST operations are configured in Service Management. The On-Premise Bridge is used in the integration and REST server functionality is required on the external system. For more information, see External systems - Operations Manager i integration.

Case exchange integration for changes. The Case exchange integration for change records uses the Active/Passive case exchange protocol. In this protocol, all actions are initiated in the external system and no configuration of REST operations is required in Service Management. The On-Premise Bridge is not involved in the integration; only the Case exchange API is required. For more information, see Case Exchange integration for changes.