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 Manager9.52

Integrate > Case Exchange framework > Incident exchange scenarios > Scenario 7

Scenario 7

The Line of Business registers and assigns an Incident to the Central IT. The Central IT then assigns the Incident to Service Provider 1. However, the Incident is no longer relevant for customer.

Scenario description:

In this scenario, an end user creates an Incident. The Line of Business registers and assigns the Incident to the Central IT. The Central IT then assigns the Incident to Service Provider 1. However, the end user indicates that the issue no longer exists and cancels the Incident.

Action	Description
1 New Incident	A user calls the Line of Business to create a new Incident.
2 Assignment	The Line of Business assigns the Incident to the Central IT.
3 Assignment	The Central IT assigns the Incident to Service Provider 1.
Updates	Updates can happen on any side. Case Exchange transfers the update to other sides when needed.
4 Cancel	The end user cancels the Incident.
5 Cancelled	The Line of Business sends the cancellation to the Central IT.
6 Cancelled	The Central IT sends the cancellation to Service Provider 1.
7 Closed	The Line of Business closes 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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