Integrate > Case Exchange framework > Incident exchange scenarios > Scenario 2

Scenario 2

The Line of Business registers and assigns an Incident to the Central IT, who then rejects the Incident.

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 rejects the Incident.

Action Description
1 New Incident An end 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 Reject

The Central IT sends a Reject update, which indicates the Incident is rejected (external Incident status).

The responsibility is back to the Line of Business, who then solves the Incident internally.
Updates Updates can happen on either side. Case Exchange transfers the update to the other side when needed.
4 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.