HP SM ticket integration with SOI - event cleared in SOI closes HP SM Ticket this is not the desired outcome. We need to keep the ticket open even after the SOI event is cleared.
Release : 4.2
Component : Service Operations Insight (SOI) Manager
The problem was not with the SOI Helpdesk Configuration settings but was with the HelpDesk connector.
When SOI clears and alert, it sends a message to the HelpDesk connector and it was the HelpDesk connector that was sending the ticket status with a value Closed.
Need to change the Alarm_TicketStatus value.
After making the changes, restart the CA SAM Application server service.