Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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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 |
|
Update |
Validation metaphase (Review phase)
|
Scenario |
Operation |
|---|---|
|
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 |
|---|---|
|
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 |
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| Reopen |
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| Assign |
Add a comment: Incident was assigned locally from external system |
| Reject |
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| Cancel |
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For more information on the Service Manager integration with Service Management, refer to the Service Manager documentation.
Related topics
