Integrate > Case Exchange framework > Incident exchange scenarios > Scenario 11

Scenario 11

The Line of Business registers and assigns an Incident to the Central IT. The Central IT assigns the Incident to Service Provider 1. Service Provider 1 provides an unsatisfactory solution. The Central IT then assigns the Incident to Service Provider 2.

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 assigns the Incident to Service Provider 1, who then provides a solution that does not satisfy the end user. The Central IT then assigns the Incident to Service Provider 2.

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.
4,5 Solve Service Provider 1 solves the Incident, and the solution is passed to the Line of Business.
6 Resolve The Line of Business confirms the solution with the end user for the closure of the Incident.
7 Not satisfied The end user is not satisfied.
8,9 Assignment The Incident is assigned to Service Provider 2.
10,11 Solved Service Provider 2 solves the Incident, and the solution is passed to the Line of Business.
12 Closed The Line of Business confirms the solution with the end user and 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.