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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Description:

By default when an alert/alarm gets cleared in Spectrum it will close the corresponding Service Desk ticket which is generated in Service Desk.

Solution:

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.