Spectrum closes Service Desk tickets when alarm clears

Document ID : KB000004890
Last Modified Date : 14/02/2018
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Issue:

Service Desk tickets are getting cleared when the alarms are cleared on Spectrum. 

Environment:
CA Spectrum Versions: All CA Spectrum Versions.OS Details: Win2012R2
Cause:

The service-desk-config.xml  is not configured.

Resolution:

This can be achieved by configuring the service-desk-config.xml file in Spectrum. If it is not configured, the default status of the ticket will be "Closed" when an alarm is cleared in Spectrum.

Follow these steps: 

Log in to the OneClick server. 
Open the following file in a text editor: 

<$SPECROOT>/custom/svdsk/config/service-desk-config.xml 

Note: This file is created after you have configured your OneClick server for integration with CA Service Desk Manager. 

Perform a search for the “ticket-status” tag. 

If “ticket-status” is not found, add the following tag: 
<ticket-status>RE</ticket-status> 

Note: RE is the Code for the Resolved status in CA Service Desk. 

If the <ticket-status /> tag is present, replace it with the following tag: 

<ticket-status>RE</ticket-status> 
Save the service-desk-config.xml file. 
Navigate to the OneClick Administration pages. 
Click the Service Desk Configuration link from the left panel of the Administration page. 
The Service Desk Configuration administration page opens. 
Click Save. 

 

 

The changes to the XML will now take effect. When an alarm is cleared in CA Spectrum, the ticket status in CA Service Desk Manager is updated to "Resolved" status. 
Note: You can instruct CA Spectrum to clear the alarm when you update the corresponding ticket status to “Resolved” in CA Service Desk Manager.