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?
Release : 21.2, 22.2, 23.3, 24.3
Component : SPCINT : Spectrum Integrations
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
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