How to disable auto closing the Service Desk ticket when alarm clears in Spectrum 9.2.

Document ID : KB000049210
Last Modified Date : 14/02/2018
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By default when an alert/alarm gets cleared in Spectrum it will close the corresponding Service Desk ticket which is generated in Service Desk.


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></action-class>  </handler-action> 
      After commenting it should appear as below 
      <!--<handler-action>  <action-tag>service-desk-clear</action-tag>  <action-class></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.