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:
- Shutdown the Spectrum Tomcat Service
- Navigate to $SPECROOT/custom/svdsk/config
- 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> -->
- Save and close the file
- Start the Spectrum Tomcat Service
Spectrum admins should note this change, why and how it was done for future reference.