AnsweredAssumed Answered

CEM Close Open Incidents Automated

Question asked by txh on Jul 3, 2013
Latest reply on Apr 16, 2015 by Hallett_German
We are migrating from CEM 4.2 to APM 9.1.5. In CEM 4.2 we had a cron script that 'Closed' Open Incidents by updating the ts_biz_events table via SQL (based on appropriate criteria such as defect type and time since the Incident was opened [triggered]). This SQL is not successfully closing Incidents in 9.1.5 as it did in 4.2. The ts_biz_events table has changed a little with the upgrade, and it appears that there are other internal services at work in closing an incident. Has anyone else had a similar challenge? We do not want to have to manually close each incident. This would be very much like the process that APM would perform to 'Age-Out' a Pending Incident, but this would be to Close an Open Incident. Thanks.