Outbound trigger rules

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)`

One of the core functions of Case Exchange is automated data exchange between Service Manager and integrated systems. For example, Case Exchange can automate the following activities:

Opening records

Exchanging record updates between Service Manager and integrated systems

Tracking the status of related records in Service Manager and in integrated systems

Service Manager has a dedicated rule type in Rule Sets that can trigger Case Exchange between Service Manager and integrated systems. Use one of the following methods to invoke a Rule Set:

If Process Designer is implemented in Service Manager, invoke the Rule Set from workflows.

If Process Designer is not implemented in Service Manager, you must create a trigger and add the following API in the trigger's script:

lib.CaseExchange_RuleExecute.executeSingleRuleSet(record,oldrecord,RuleSetID)

For more information about how to invoke a Rule Set, see the following section:

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