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 Manager9.41

Integrate > Case Exchange framework > Incident exchange scenarios > Scenario 12

Scenario 12

The Central IT detects and solves an Incident, and sends the Incident to the Line of Business.

Scenario description:

In this scenario, the Central IT creates and solves an Incident, which affects the Line of Business. The Central IT sends the Incident to the Lind of Business for informational purposes. The Line of Business confirms the resolution of the Incident.

Action	Description
1 New Incident	The Central IT creates a new Incident and forward the Incident to the Line of Business.
2 Solved	The Central IT solves the Incident and sends a `Solved` update to the Line of Business.
3 Closed	Service Desk confirms the solution to close the Incident.
Background
Updates	Updates in any of the systems are transferred to the other side.
Acknowledge	Each time data is transferred, an Acknowledgment has to happen.

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