Add and enable a Case Exchange integration instance

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)`

Applies to User Roles:

System Administrator

To add a Case Exchange integration instance, follow these steps:

Click Tailoring > Integration Manager. Integration Instance Manager opens.

Click Add. The Integration Template Selection wizard opens.

Select a Case Exchange template from the Integration Template list. For example, select CaseExchangeDefaultTemplate.

If you want to use the field mappings provided with the template, select Import Mapping.

Note A template becomes unavailable when the number of integration instances based on this template reaches the maximum value predefined in the Instance Count filed in the template. For more information about how to add or edit an integration template, see Service Manager Integration Suite (SMIS).

Click Next. The Integration Instance Information page opens. Verify or complete the fields as necessary. For the description of each field on this page, see the topics under Configuration details.

Click Next. The Integration Instance Parameters page opens. This page contains all predefined parameters for the integration.

Note You can modify the predefined parameter values as necessary. However, it is not recommended to add new parameters, modify parameter names or categories.

Click Next. The Integration Instance Fields page opens.

Enter the Service Manager fields and the endpoint fields in the following two tabs:

SM Fields: Enter the fields of the Service Manager system side that can be mapped to endpoint fields.
Endpoint Fields: Enter the fields of the endpoint system that can be mapped to Service Manager server fields.

Click Next. The Integration Instance Mapping page opens.

This page contains all field mappings and value mappings between Service Manager server fields and endpoint fields. For more information about how to configure this page, see topics under Integration Instance Mapping.

Click Finish. The new integration instance is added.

For more information about how to enable an integration instance, see Enable or disable an integration instance.

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