Integrating with HP Service Manager › How to Configure an HP Service Manager Integration › How to Configure HP Service Manager with CA Process Automation › Using the HP Service Manager Integration › Alert and Incident Closure

Alert and Incident Closure

CA SOI alerts and HP Service Manager incidents behave as follows when an alert or incident is cleared, or other updates occur:

• You can configure an HP Service Manager incident to close automatically when its associated alert is cleared in CA SOI. For more information about clearing alerts, see the Administration Guide.

  Select the DoAutoClose check box on the HPSM Parameters page of the HPSMConfiguration form within CA Process Automation to enable automatic closure. By default, this option is not selected and incidents are not closed automatically when their associated alerts are cleared. For more information about editing configuration forms in CA Process Automation, see Configure and Test HP Service Manager Connection.

  When an alert is cleared in CA SOI and automatic incident closure is configured, the Status of an associated incident in HP Service Manager changes to Closed with a Closure Code of Successful.

• You can configure a CA SOI alert to close automatically when its associated incident is cleared in HP Service Manager. Select the DoAutoClearAlert check box on the HPSM Parameters page of the HPSMConfiguration form within CA Process Automation to enable automatic closure. For more information about editing configuration forms in CA Process Automation, see Configure and Test HP Service Manager Connection.
• Alert annotations are synchronized with HP Service Manager incident Journal Update entries.
• Do not manually close an incident in HP Service Manager that is associated with an alert unless it is necessary for repair. This is because it affects synchronization between CA SOI and HP Service Manager. The following occurs when you manually close an incident:
  • If you close an incident, 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 HP Service Manager incident is not automatically closed. Manually close the incident in HP Service Manager to keep the systems synchronized.