17.1 Autoclose does not sync from SDM to ServiceCatalog

Document ID : KB000125157
Last Modified Date : 05/04/2019
Show Technical Document Details
Issue:
SDM 17.1 Autoclose does not synch from SDM to Service-Catalog(SLCM) 
Manual close of SDMincident is synced from SDM to corresponding Catalog-Request.
But SDM Autoclose does NOT sync to Catalog.
Environment:
Windows
Cause:
N/A
Resolution:
Defect DE46677 has been created for this. To be worked on by our Engineering Team.
Depending on the results of the analysis, the solution for this is possibly to be expected as a patch or fix or a future release.
In other words, there is no permanent solution at this time.
The issue is currently being researched.
Additional information will be provided as it becomes available. 

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To reproduce this, check the below scenario:
- Configure SDM Autoclose to 1h
- Create an incident from Catalog and Solve it in SDM.
- Wait the 1h till  SDM-Ticket is automatically closed.
- According Service-Request is NOT closed(status is Completed)
In the other case:
- Create an incident from Catalog and Solve it in SDM.
- Close the SDM-Ticket manually
- According Service-Request IS CLOSED(status is Completed)
 
Note upfront:
OOTB, the status sync between SCrequest and SDMincident is based on SDM-status 'CL'(Closed) only.
The sync will not happen when the SDMincident status is set to 'RE'(Resolved).

AA: Get autoclose for the SDM incident running:
1. Start the chrome browser
2. Open the Catalog tab(auto login as 'Administrator'
3. Home/Requests/More...
4. IT Support Services/Service Management>'Report an Issue'>Submit
>> Request gets created and an SDM incident
5. From the request list that you got returned to, open the newly created request
6. It will show the 'Related Ticket' with the created SDM incident
7. Click on this incident number and the incident will open in SDM-UI
8. Click the 'Edit' button
9. Change the status into 'Resolved' and hit 'Save'
>>> Wait 1 hour to get the autoclose cicked off.
>>> The SDM incident will then get status is 'Closed'
>>> THE ISSUE: The SC request does NOT get status 'Completed'

BB: Manually close the SDM incident:
1. Start the chrome browser
2. Open the Catalog tab(auto login as 'Administrator'
3. Home/Requests/More...
4. IT Support Services/Service Management>'Report an Issue'>Submit
>> Request gets created and an SDM incident
5. From the request list that you got returned to, open the newly created request
6. It will show the 'Related Ticket' with the created SDM incident
7. Click on this incident number and the incident will open in SDM-UI
8. Click the 'Edit' button
9. Change the status into 'Closed' and hit 'Save'
>>> The SC request does get status 'Completed' shortly there after

CC: Manually close the SDM incident:
1. Start the chrome browser
2. Open the Catalog tab(auto login as 'Administrator'
3. Home/Requests/More...
4. IT Support Services/Service Management>'Report an Issue'>Submit
>> Request gets created and an SDM incident
5. From the request list that you got returned to, open the newly created request
6. It will show the 'Related Ticket' with the created SDM incident
7. Click on this incident number and the incident will open in SDM-UI
8a. Click the 'Edit' button
9a. Change the status into 'Resolved' and hit 'Save'
>>> The SC request does NOT get status 'Completed', as to be expected
8b. Click the 'Edit' button
9b. Change the status into 'Closed' and hit 'Save'
>>> The SC request does get status 'Completed' shortly there after
 
Additional Information:
To configure and implement auto close setting in SDM and SC, please check on the following steps.

In SDM:
A: Create (New) Auto Close Settings.
B1: Set Incident Area(s) for the correct Auto Assigmnent workshift.
B2: Set Workshifts for the correct Auto Assigmnent.
C: Set the correct WorkSchedule for the userid(s) involved).

In SC:
D: For userid=Servicedesk, set the role to 'Service Delivery Administrator'.

See for more details on these, in the explanation below.
========================================================
https://docops.ca.com/ca-service-management/17-1/en/administering/configure-ca-service-desk-manager/establishing-support-structure/setting-up-your-ca-sdm-system/application-data/codes#Codes-DefineAutoCloseSettings
Define Auto Close Settings
You can define an auto close setting to allow automatic closure of tickets. 
When an analyst changes the status of a ticket to a Resolved status, the ticket is automatically closed in the number of business hours specified. 
After the ticket is closed, an activity log is added to the ticket. 
If the analyst changes the status of the ticket before the hours expire, automatic closure is canceled.
For each ticket type and tenant, you can define a different number of business hours. 
If business hours are not defined for a particular tenant, the public setting is used instead.
==============================================================================================
To define an auto close setting, follow these steps:
A: Create (New) Auto Close Settings.
On the Administration tab, select Service Desk, Application Data, Codes, Auto Close > The Auto Close List page appears.
Click Create > The Create New Auto Close Settings page appears.
Complete the following fields as appropriate.
-Symbol Defines the setting name. 
-Record Status Indicates if the item is active or inactive. 
-Request/Incident/Problem/Change Order/Issue Defines the number of business hours, after the ticket is set to a Resolved status, before the ticket is closed. 
If the status is changed before the number of hours ends, the ticket closure is canceled. 
0 (zero) hours indicates that automatic closure is not implemented for the ticket. 
-Description Provides a brief description of the item.
Click Save and Close window > The new auto close setting appears on the Auto Close List page when you redisplay the list.

B1: Set Incident Area(s) for the correct Auto Assigmnent workshift.
On the Administration tab, select Service Desk, Application Data>RIP>Areas
>Email>1.general>2.Auto Assigmnent>workshift, click 'Update Workshifts' button and hit 'Search'.
Select&Move 'regular' and '24 hours' from 'available' to 'assigned', click OK and 'Close Window'.

B2: Set Workshifts for the correct Auto Assigmnent.
In SDM/Administration tab, select Service Desk, Application Data, Codes>Workshifts
>Regular>2.Auto Assigmnent>workshift, click 'Update Request Areas' button and hit 'Search'.
Select&Move 'Email' from 'available' to 'assigned' and click OK and click 'Save' (at the top).
>24 Hours>2.Auto Assigmnent>workshift, click 'Update Request Areas' button and hit 'Search'.
Select&Move 'Email' from 'available' to 'assigned' and click OK and click 'Save' (at the top).

C: Set the correct WorkSchedule for the userid(s) involved).
In SDM/Administration tab, Security&rRole, Contacts, select the involved userid(s).
'Edit' the userid and set the 'WorkSchedule' value to '24 Hours' and Save the change.

In SC:
D: For userid=Servicedesk, set the role to 'Service Delivery Administrator'.
SC/Admin/Users>Search
Open userid 'Servicedesk' and 'Edit' that one.
Go to section 'User Settings'.
Check whether the Role is (not already) set to 'Service Delivery Administrator'.
When not, click the '-' icon, to remove a current BU-Role definition.
Open the dropdown and select 'Service Delivery Administrator' and click the '+' icon
Click the 'OK' button at the top.

E1: In SC-UI, Open a new 'Report an Issue' request for 'Email' category.
SC/Home/Requests/IT Support Services/Service Management>'Report an Issue'
For Category, select 'Email' and submit the request.
The SC request AND the SDM incident will be created.
Open the SC request in the SC-UI and from within there, open the incident (click on the incident number).
Edit it and set the status to 'Resolved'.
After 1 hr, the incident will be automatically closed.
However, the corresponding SC-request is not closed/completed.
(In SDM-UI, open the Incident and check the 'activity log' for autoclosure details).

E2: In SC-UI, Open a new 'Report an Issue' request for Email category.
The SDM incident will be created.
From within the SC-request, open the incident.
Edit it and manually set the status to 'Closed'.
And the corresponding SC-request will then be closed/completed too.

Additional Information to be found:
https://communities.ca.com/docs/DOC-231167915-ca-sdm-how-to-do-auto-close
https://communities.ca.com/thread/99747999
https://communities.ca.com/ideas/235737304-ca-sdm-auto-close-association-with-workshift
https://communities.ca.com/thread/241772589-everything-you-wanted-to-know-about-auto-close-in-service-desk
https://comm.support.ca.com/kb/understanding-configuring-and-troubleshooting-ca-service-desk-manager-autoclose-functionality/kb000009982