Integrating with CA Service Desk › How to Configure a CA Service Desk Integration › Review CA Spectrum and CA Service Desk Ticket Synchronization

Review CA Spectrum and CA Service Desk Ticket Synchronization

The CA Spectrum connector sends information about the CA Service Desk tickets that are associated with CA Spectrum alerts and root cause CIs to CA SOI. CA SOI processes CA Spectrum ticket information as follows:

• CA SOI can automatically close any ticket that is opened after an alert has cleared. To enable this option, see Review Alert and Ticket Closure Considerations.
• If no CA SOI ticket exists, CA SOI uses and displays the ticket that is associated with the CA Spectrum alert.
• If a CA SOI escalation has created a ticket for the alert, CA SOI treats a ticket from CA Spectrum as follows:
  • The CA Spectrum ticket is updated in the CA Service Desk comment log to indicate that it is a duplicate of the ticket created in CA SOI.
  • The CA SOI ticket is also updated in the comment log to note the duplicate ticket in CA Spectrum.
  • The duplicate tickets are not updated when other fields require updating. Only the main ticket is updated.
  • If an automatic ticket status change occurs as a result of alert closure, a comment is logged in the duplicate ticket. The comment indicates the CA SOI ticket status change.

This functionality applies to all CA Spectrum versions that the CA Spectrum connectors supports.