Scenario 3

The Line of Business registers an Incident and the Central IT solves the Incident. The solution does not satisfy the customer. The Central IT must solve the Incident again.

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)`

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 solves the Incident. The Line of Business confirms the solution with the end user, but the end user is not satisfied. Therefore, the Incident is reassigned (re-opened or re-created) to the Central IT.

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.
Updates	The Central IT analyzes and updates the Incident. Case Exchange transfers the update to the other side when needed.
3 Solved	The Central IT solves the Incident.
4 Resolve	The Line of Business confirms the solution with the end user for the closure of the Incident.
5 Not satisfied	The end user is not satisfied. The Incident needs to be re-opened or re-created.
6 Not solved	The Line of Business reassigns the Incident to the Central IT. In this case, Case Exchange handles the Incident as follows: In case the Incident is Closed in the Central IT, If the Central IT does not support the re-open of an Incident, Case Exchange recreates the Incident. If the Central IT supports the re-open of a Incident, Case Exchange sets the Incident status to Work in progress. In case the Incident is just Resolved in the Central IT, Case Exchange sets the status to Work in progress.
7 Solved	The Central IT solves the Incident.
8 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.

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.

Updates

The Central IT analyzes and updates the Incident. Case Exchange transfers the update to the other side when needed.

3 Solved

The Central IT solves the Incident.

4 Resolve

The Line of Business confirms the solution with the end user for the closure of the Incident.

5 Not satisfied

The end user is not satisfied. The Incident needs to be re-opened or re-created.

6 Not solved

The Line of Business reassigns the Incident to the Central IT. In this case, Case Exchange handles the Incident as follows:

In case the Incident is Closed in the Central IT,
- If the Central IT does not support the re-open of an Incident, Case Exchange recreates the Incident.
- If the Central IT supports the re-open of a Incident, Case Exchange sets the Incident status to Work in progress.
In case the Incident is just Resolved in the Central IT, Case Exchange sets the status to Work in progress.