Integrating with Other Help Desk Products › How to Work with Configured Help Desk Integrations › Review Alert and Ticket Closure Considerations

Review Alert and Ticket Closure Considerations

CA SOI alerts and help desk tickets behave as follows when an alert or ticket is cleared, or other updates occur:

• You can configure a ticket to close automatically when its associated alert is cleared in CA SOI. By default, this option is not selected and tickets are not closed when their associated alerts are cleared. Configure automatic ticket closure as follows:

  Note: For more information about clearing alerts, see the Administration Guide.

  • CA Service Desk: Select the 'Auto change trouble ticket when alert is cleared' check box on the Help Desk Configuration dialog of the Operations Console.

    Note: For more information about editing the help desk configuration, see the Administration Guide.

  • BMC Remedy: Select the 'Auto close ticket when alert cleared' check box on the Remedy Parameters page of the RemedyHPDConfiguration or RemedyITSMConfiguration (Configure ITIL BMC Remedy Server Settings, Configure HP Service Manager Server Settings) form within CA Process Automation.
  • HP Service Manager: Select the DoAutoClose check box on the HPSM Parameters page of the HPSMConfiguration form within CA Process Automation.
• You can configure a CA SOI alert to clear automatically when its associated ticket closes. By default, this option is not selected and alerts are not cleared automatically when their associated tickets are closed. Configure automatic alert closure as follows:
  • CA Service Desk: Select the 'Auto clear alert' check box on the Help Desk Configuration dialog of the Operations Console.
  • BMC Remedy: Select the 'Auto clear alert' check box on the Remedy Parameters page of the RemedyHPDConfiguration or RemedyITSMConfiguration (Configure ITIL BMC Remedy Server Settings, Configure HP Service Manager Server Settings) form within CA Process Automation.
  • HP Service Manager: Select the DoAutoClearAlert check box on the HPSM Parameters page of the HPSMConfiguration form within CA Process Automation.
• The CA Service Desk integration lets you specify a CA Service Desk Status to use for the automatic ticket and alert closure. Therefore, you can assign any status to a ticket after its associated alert clears, and you can clear an alert when its associated ticket attains a specific status.
• After ticket creation, clearing an alert is the only change that is communicated to the ticket except for the following changes:
  • The Assigned field changes in CA Service Desk if you assign the alert to a CA SOI user after ticket generation. Other changes to an alert such as acknowledgements are not reflected in CA Service Desk.
  • Alert annotations are synchronized with BMC Remedy incident worklog entries and HP Service Manager Journal Update entries.
• Do not delete a ticket manually in the integrated help desk product that is associated with an alert unless it is necessary for repair, because it affects synchronization between CA SOI and the help desk. The following issues occur when you manually delete a ticket:
  • If you delete a ticket, the change is not reflected in CA SOI. Manually reset the alert Ticket ID value to keep the systems synchronized.
  • If you delete the Ticket ID for an alert, the associated ticket is not automatically deleted. Manually delete or close the ticket in the help desk product to keep the systems synchronized.