HI Team,
We are using r14.1 CA SD and CA Spectrum, we have done the integration between the two.
When the alarm is generated a respective ticket is created in the Service Desk, similarly when the alarm goes, the respective ticket is closed in service desk.
As of now we have enabled transition from Open to Acknowledge and Acknowledge to WIP and WIP to Closed.
So ideally it should n't allow me to set to Close status if the current status is Acknowledge. We have an observation as below:
1. The alarm is generated in spectrum--> ticket created in SD in open state-->ticket is manually acknowledged-->alarm goes in spectrum--> respective ticket is closed as well.
In stdlog I can see a line like "SIGNIFICANT cr.spl Transition from 'Acknowledged' to 'Closed' is not allowed -WARNING
So, kindly let me know if we can close the ticket from acknowledge even if the status is enabled from ack to closed?
Also, there are tickets which were not auto-closed, how to troubleshoot the same?
thanks