Case Exchange integration for changes
Service Management provides a case exchange framework to exchange change record data between Service Management and external systems. The case exchange framework enables you to define an external system with which information will be exchanged. The external system has the ability to create and update records in Service Management as well as to relate those records to records in the external system.
The Case exchange integration for requests is used in the Service Manager integration. For a list of operations supported in the Service Manager integration, see Supported operations.
Outgoing operations (all metaphases)
The following table indicates scenarios that occur when entering or updating a metaphase or phase of the Change workflow, along with the relevant operation from the external system integration.
Incoming operations (all metaphases)
The following table indicates the actions taken in Service Management when an incoming operation is received from an external system. The table is relevant for all metaphases of the change workflow.