Incident exchange scenarios

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)`

This section describes various scenarios that are supported by Case Exchange in the Incident Management module. The following diagram shows a typical Case Exchange environment.

The description of the following scenarios uses the following simplifications to keep the scenarios generic:

These scenarios refer to an Incident record in the target system as an "Incident". However, an Incident in Service Manager may correspond to an Incident, a Work Order, a Service Request, or something else in the connected system.

The terminology used for the described scenarios is limited to the domain of Service Manager.

The following scenario diagrams in this section contain the following elements:

User actions:

Actions that move a record from one stage to another. For example, open, assign, solve, close, and so on.