Integrating with CA Service Desk › How to Configure a CA Service Desk Integration › How to Create Notification Triggers in CA Service Desk › Set Automatic Alert Clearance in CA SOI

Set Automatic Alert Clearance in CA SOI

The CA SOI Auto clear alert option is available on the Operations Console. Select Tools, Help Desk Configuration. In the General tab, you see the Auto clear alert option.

By default, CA SOI automatically clears alerts by polling CA Service Desk Manager. You can now automatically clear alerts by setting up CA Service Desk Manager Notifications. If you use SDM Notifications, disable the polling (by unchecking the Enable polling checkbox. Using SDM Notifications instead of polling improves the performance and reduces the SDM server load.

You have two ways of letting CA SOI accomplish the auto clear function and assignee synchronization:

• Not recommended: Polling, which can negatively affect the CA Service Desk Manager performance.
• Recommended: CA Service Desk Manager notifications. By default, CA SOI keeps the SOI Alert Asignee synchronized with the CA Service Desk ticket assignee. The notification method does not affect the CA Service Desk Manager performance. Disable the polling as described in the following procedure.

Note: When submitting a ticket from CA SOI Operations Console, set the affected end user to SOIuser.

Follow these steps:

1. On the Operations Console, select Tools, Help Desk Configuration.
2. In the General tab, select the Auto clear alert option and select one or more status conditions using the arrow buttons.
3. (Optional) Select the "Auto change trouble ticket status when alert is cleared" option and select a ticket status.

   Note: If you shut down or remove a connector, CA SOI automatically changes the cleared alerts to the selected status. You cannot undo this operation.

4. Select or clear the Enable Polling option.
5. Click Save.