Restart an unsuccessful Case Exchange task

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)`

Once a Case Exchange task occurs to an Incident record, the Incident record has a Case Exchange section that displays the history of all Case Exchange tasks. You can restart an unsuccessful Case Exchange task from the Case Exchange section. To do this, follow these steps:

Note If you want to restart an unsuccessful Case Exchange task of an Incident record, you must have the Update right on that Incident record.

Click Incident Management > Search Incidents.

Use search or advanced search to find one or more records.

Select the Incident record.

Expand the Case Exchange section, and then expand Log.

Click the link on the date and time link of the unsuccessful Case Exchange task. The Integration Task Log page opens.

Click the View button after the Task ID field. The Integration Failover Task Queue page opens.

Click Run Now.

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