How to disable automatic ticket closure in Service Now integration

Products

• DX NetOps
• CA Spectrum

Issue/Introduction

We have an integration between Spectrum and Service Now to open tickets based on Spectrum Alarms; The integration is working. Still, we need to configure this integration to prevent Spectrum from closing the tickets automatically when the Spectrum alarm is cleared.

Environment

Release : 21.2

Resolution

The customer has 5 OneClick servers and the Service Now integration was enabled on all of them. Hence we had to perform the steps outlined in the Spectrum guide on all of them.

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/spectrum/22-2/integrating/ca-service-desk-and-ca-spectrum/customizing-ticket-creation-and-closure.html#concept.dita_3ae001c16e4c5fc305d15f519f9d90a10032b21f_DisableAutomaticTicketClosure

Please cross-check the changes made in the configuration file: $SPECROOT/custom/svdsk/config/service-desk-config.xml

Remove the lines highlighted in yellow:

Please make sure to restart the Spectrum Tomcat service to take effect on configuration changes.