In SMAX, the caseexchange is based on pulling mode. however, this leads to synchronisations error.
For example, if the external system pulls SMAX every 1mn, and during this lap of time a ticket has been created, update and closed, then the external systems will pull only the latest state of the ticket : Closed
One solution is to use the push mode , but it is available for Incidents module only.
The ideas is to extend the push mode for request module the case exchange purpose.
The use case:
A request is created in SMAX, the help desk support handles the ticket and assign to an external group.
After the assignment, the help desk support decides to add an update.
The both activities open and update will be sent to the external system.