AnsweredAssumed Answered

only hold ticket should not close automatically and as well other should be close.

Question asked by erlogesh on Mar 9, 2017
Latest reply on Mar 20, 2017 by Kyle_R

only hold ticket should not close automatically and as well other should be close.

Question asked by logesh kumar on 9 Mar, 2017

any have the solution of below issue please share me er.logesh@gmail.com

 

 

CA Support Engineer (3/7/2017, 1:59:49 PM): Hello and welcome to CA, how can I help you today?
Me (3/7/2017, 1:59:56 PM): hi
CA Support Engineer (3/7/2017, 1:59:59 PM): Hi
Me (3/7/2017, 2:01:08 PM): last week i had one query support team given one solution like hold tickets should not close automatically
CA Support Engineer (3/7/2017, 2:01:24 PM): ok
Me (3/7/2017, 2:02:22 PM): they given below solution
CA Support Engineer (3/7/2017, 2:02:23 PM): Can you explain me the issue please
Me (3/7/2017, 2:02:23 PM): 4. Before commenting 5. <handler-action> 6. <action-tag>service-desk-clear</action-tag> 7. <action-class>com.aprisma.spectrum.app.sd.handler.ServiceDeskClearAction</action-class> </handler-action> After commenting it should appear as below <!--<handler-action> <action-tag>service-desk-clear</action-tag> <action-class>com.aprisma.spectrum.app.sd.handler.ServiceDeskClearAction</action-class> </handler-action>
CA Support Engineer (3/7/2017, 2:02:34 PM): ok
Me (3/7/2017, 2:02:48 PM): i have made above changes in spectrum
Me (3/7/2017, 2:06:08 PM): my concern is only hold ticket should not close automaticallyand as well other should close.but they given the solution auto clear disabled..
Me (3/7/2017, 2:06:57 PM): please check the possibilty of only hold ticket should not close automatically
CA Support Engineer (3/7/2017, 2:07:16 PM): ok
Me (3/7/2017, 2:07:17 PM): remaining should be closed automatically
CA Support Engineer (3/7/2017, 2:07:56 PM): here, we can not pass two parameters at a time on a single rule
CA Support Engineer (3/7/2017, 2:08:01 PM): One moment
Me (3/7/2017, 2:08:17 PM): ok
Me (3/7/2017, 2:09:33 PM): any other options are there?
CA Support Engineer (3/7/2017, 2:09:51 PM): Just checking it for you, one moment please
CA Support Engineer (3/7/2017, 2:13:45 PM): As per my knowledge and from the below guide:https://docops.ca.com/ca-spectrum/9-4-1-to-9-4-4/en/integrating/ca-service-desk-and-ca-spectrum/customizing-ticket-creation-and-closure,

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