By default when an alert/alarm gets cleared in Spectrum it will close the corresponding Service Desk ticket which is generated in Service Desk.
How to disable auto closing the Service Desk ticket when alarm clears in Spectrum
Release: Any
Component: SPCINT
To disable or prevent the auto ticket closure in Service Desk we need to follow below steps:
Before commenting <handler-action> <action-tag>service-desk-clear</action-tag> <action-class>com.aprisma.spectrum.app.sd.handler.ServiceDeskClearAction</action-class> </handler-action>
After commenting it should appear as below
<!--<handler-action> <action-tag>service-desk-clear</action-tag> <action-class>com.aprisma.spectrum.app.sd.handler.ServiceDeskClearAction</action-class> </handler-action> -->
Spectrum admins should note this change, why and how it was done for future reference.
Please reference the "Disable Automatic Ticket Closure" section of the documentation for more information.