HP SM ticket integration with SOI - event cleared in SOI closes HP SM ticket not desired outcome

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

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.

 

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Resolution

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.

Edit \soi\tomcat\lib\resources\helpdesk.properties

Change

Alarm_TicketStaus=closed

to

Alarm_TicketStaus=open



After making the changes, restart the CA SAM Application server service.