Technical hints

This section provides technical information that helps you better understand Case Exchange.

The $G.CEOwnershipSM variable

The $G.CEOwnershipSM variable is proprietary for Case Exchange. This variable identifies whether the native system has ownership of a record.

If Process Designer is not implemented, this variable is set in the im.view.init process record, and used in the I/O (If RIO) field of the apm.edit.problem display screen record.

If Process Designer is implemented, this variable is set in the im.CEUpdate.init Rule Set, which is injected to the Incident workflow under Workflow Based Rule Sets > On display.

Functions used in rule conditions

The example condition configurations in this document call the following functions:

CaseExchangeExternalReferencesDAO.getExternalID: This function judges if the record is exchanged to the external system. If the record is exchanged to the external system, the following expression returns true:

jscall("CaseExchangeExternalReferencesDAO.getExternalID",number in $L.file) ~=""

CaseExchangeExternalReferencesDAO.isExternalActive: If a record is in an active Case Exchange life cycle, this function returns TRUE; otherwise, this function returns FALSE.

Time difference issue

In the Pull mechanism, date and time of the last Pull activity is the conclusive query filter to distinguish the new updates in the endpoint system, which will be retrieved in the next Pull activity.

Even the same time zone is applied for the integration, the time difference can occur between the two systems (for example, one system is one minute ahead of another system). Therefore, the system that initiates the Pull request must compensate the time difference between the two systems so that each Pull activity can retrieve the exact updates after the last Pull activity from the endpoint system.

To achieve this goal, you can configure the Time difference (s) setting in the integration instance.