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How to auto close tickets associated for a specific problem type?

  • 1.  How to auto close tickets associated for a specific problem type?

    Posted Jun 20, 2016 01:06 PM

    Hi All,

     

    Integration between Spectrum / SDM was set to keep all tickets opened through "service-desk-config.xml".

     

    Is there any way to set "service-desk-ticket-config.xml" for closing tickets automatically only for a specific problem type?

     

    Tks,

    Marcio

     

     



  • 2.  Re: How to auto close tickets associated for a specific problem type?

    Broadcom Employee
    Posted Feb 15, 2017 09:49 AM

    Hi Marcio,

     

    Service Desk Ticket Config.xml will be used only while creating the ticket to choose the right template.

     

    Auto close feature will be enabled in 

    <$SPECROOT>/tomcat/webapps/spectrum/WEB-INF/svdsk/config/service-desk-config.xml

    Below tags enable the Auto close

    <handler-action>  <action-tag>service-desk-clear</action-tag>  <action-class>com.aprisma.spectrum.app.sd.handler.ServiceDeskClearAction</action-class> </handler-action> <alarm-handler-clear-action>  <service-desk-clear /> </alarm-handler-clear-action>

     

    Either you can enable the auto close for all or none.

     

    Regards

    Sunny