How to disable auto closing the Service Desk ticket when alarm clears in Spectrum

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Article ID: 49210

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Updated On:

Products

CA Spectrum

Issue/Introduction

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

Environment

Release: Any
Component: SPCINT

Resolution

To disable or prevent the auto ticket closure in Service Desk we need to follow below steps:

  1. Shutdown the Spectrum Tomcat Service

  2. Navigate to $SPECROOT/custom/svdsk/config

  3. Edit service-desk-config.xml and comment out the Service Desk Clear Action:

     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>    -->
  4. Save and close the file

  5. Start the Spectrum Tomcat Service

Spectrum admins should note this change, why and how it was done for future reference.

Additional Information

Please reference the "Disable Automatic Ticket Closure" section of the documentation for more information.