In reply to "Murtey, Patrick" <[EMAIL PROTECTED]>:
> Hi All,
> What about the reverse? After the ticket has been opened by spectrum, if
> a person goes into the ticket and resolves it. Will it clear the alarm
> in spectrum automatically? I have not been able to find that one in the
> integration guide anywhere. And it does not appear to be doing so as
> configured.
>
> TIA
> Patrick
>
I think that is 'the reverse' that it was discussed initally.
Quoting from the integration guide [Chapter 1, Integration details]:
~ begin quote ~
Service Desk uses a custom notification that issues HTTP requests to
OneClick to:
• Update the assigned troubleshooter
• Clear alarms
~ end quote ~
I've done the integration and it worked both ways (clearing the
alarm in Spectrum closes the ticket in ServiceDesk, closing the ticket
in ServiceDesk clears the alarm in Spectrum).
For clearing alarms by Service Desk on ticket status changes see
Chapter 2: "Example using Custom Keywords for Service Desk
notifications". For SD-> Spectrum communications to happen you have to
create the Spectrum notification method as described in the same
chapter ("Create a custom ServiceDesk Notification method") and assign
that notification method to the 'spectrum' contact created before.
Note that you have to follow the integration guide carefully, any
missed step is going to impact you somewhere.
If something doesn't go right, check the Service Desk log files
(they are in the 'logs' subdirectory of the SD installation path),
they are named 'stdlog.X'. Check the most recent 'stdlog' file and you
maybe find the error.
Now, to the original poster: you could take the example I mentioned
earlier ("Using Custom Keywords for Service Desk notifications") and
use a special Status instead of Closed to ack the alarm in Spectrum
(without closing the ticket).
BTW, I've used Spectrum 8.1 (>H05) and Service Desk r11.2. The
document I quoted is from the Concord site, under Library Resources
(just go from there to the Spectrum 8.1 documentation) - 5178 "CA
Service Desk Spectrum Integration Guide".
hth,
Cristi Mitrana
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