Incident Data Flow for Partner and End-User Engagement Model

This section describes the incident flow at the end user and the partner in an AIS partner and end-user engagement model.

• Incident Flow at the End User Site
• Incident Flow at the Partner Site

Incident Flow at the End User Site

1. An incident JMB is deposited in the end-user AIM database.
2. The incident JMB is detected by the end-user AIM.
3. The end user submits a case for the incident in Incident Manager. (See Submitting a Case Request.
4. The end user AIM service sends a Create Case request to the partner AIM.
5. The partner AIM acknowledges receiving the case with a transaction ID (the partner AIM database ID of the incident).
6. The end-user AIM service begins polling the partner AIM service for the incident case creation ID.
7. The partner AIM service returns the incident case ID and the case link and stores it in the end-user database.
8. The end-user AIM service stops polling for the incident case and starts polling for the incident case update status.

Incident Flow at the Partner Site

1. The partner AIM receives a create incident case request from the end-user AIM.
2. The partner AIM service detects the create incident case and process the incident JMB in the database.
3. The partner AIM sends a response to the end user containing a transaction ID (partner AIM database incident ID).
4. A new incident appears in the partner AIM Incident Manager.
5. A partner user with AIM administrative privileges decides whether to resolve the issue or send it JSS. If the partner decides to send the incident to JSS with the end-user alias and trace route. If the partner sends the incident case request to JSS, including the end-user alias and trace route.
6. The partner decides whether to use the JSS incident case ID and link. If the partner decides not to use the JSS incident case ID, edit the following fields in the AIM Settings > General Settings page:
   • Partner case ID
   • Partner case link
   • Partner case status
7. Save the settings.