Administration Guide › Using Rules and Actions › Rules and Actions › Configure the CA SDM Ticket Status Setting

Configure the CA SDM Ticket Status Setting

CA SDM versions before 12.5 used default status code settings of APP (Approved) and REJ (Rejected) for help desk tickets. CA Virtual Assurance uses and searches for these approval codes to run operations that are started upon approval of help desk tickets. These operations include but are not limited to running actions, reserving systems, and so on. If you are using CA SDM Version 12.5, new ticket status codes are supported. PRBAPP (Approved) and PRBREJ (Rejected) must be associated to the existing approval codes in CA Virtual Assurance. To support the new codes and for the product to work properly, update the configuration file as shown in the following steps.

To change the ticket status setting

1. Open the caaipconf.cfg file located in the CA Virtual Assurance Install_Path\conf directory with a text editor, and scroll to the Help Desk section.
2. Locate the special status code property as shown:

   <property name="SPECIAL_STATUS_CODE">
   

   <!-- APP_CODE=PRBAPP;REJ_CODE=PRBREJ;(each code must be terminated by a semicolon) -->
   <value/>
   <displayName>type of code that added in SD R12.5 and later</displayName>
   

   </property>
   

3. Uncomment and change the code as shown:

   <property name="SPECIAL_STATUS_CODE">
   

   <value>APP_CODE=PRBAPP;REJ_CODE=PRBREJ;</value>
   <displayName>type of code that added in SD R12.5 and later</displayName>
   

   </property>
   

   CA Virtual Assurance is configured to use the CA SDM 12.5 status codes.

4. Save and close the file to enable the configuration change.