CA Service Management

Hi,

Is there any option that we can ensure SD tickets are not closed without alarm clearance in Spectrum where SD(12.9) and spectrum (9.4) are integrated. If an assignee try to close/resolve incident, SD should not allow to clear ticket if alarm is not cleared in spectrum. please help to achieve this.

Hi,

As far as I know Specturm and SDM integrated using WebServices in a signle way, so I think that functional like this is not presented.

Using customization you can achieve this in this way:

- Add special flag to incidents created by spectrum, that could be assigned using SPEL on creation, declared on incident's template or could be passed from Spectrum (our spectrum admins didn't find that option but I think something like this should be presented);

- Prevent status change or modify incidents for common technician role if flag is presented;

- Add possibility to return incident to specturm's support group if problem was resolved but ticket didn't closed in SD.

Regards,

cdtj