Cleared Alarms Set SNOW Incident Status to Closed, Can This Be Changed?

Products

• Spectrum
• Network Observability

Issue/Introduction

When an alert is cleared in the Spectrum console, SNOW tickets are going in 'closed' state. How can I change it to the  'resolved' state?

Environment

Release : 21.2, 22.2, 23.3, 24.3

Component : SPCINT : Spectrum Integrations

Resolution

This behavior can be changed by modifying 'status' in the Field Mappings switching the values for Resolved and Closed.


To access the Field Mappings access the CA NIM GUI on the OneClick Server that is performing he SNOW integration

http://<OneClickServer>:<port>/ca-nim-sm/ui/login.jsp
  nimadmin / nimadmin

- Click on 'ServiceNow(ServiceNow)'
- Click on 'Customizations'


- Under the 'status' entry in the 'Possible Values' field switch the values for Resolved and Closed

Default: Resolved=6,Closed=7

Change To: Resolved=7,Closed=6

 

 

- Save the mappings. When alarms are cleared in Spectrum the SNOW Incidents should now be set to Resolved instead of Closed

Additional Information

Note: The integration with CA Service Desk does not use the CA NIM component and can be configured to set the
     incident status to 'Resolved' instead of closed

Configure Ticket Status
https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/spectrum/24-3/integrating/ca-service-desk-and-ca-spectrum/customizing-ticket-creation-and-closure/configure-ticket-status.html