After OTRS Integration Cleared ticket was not delete
Description
Hi OTRS integration has been done, Its working perfectly but after ticket closed and cleared , Alarm was not delete form the queue , due to that the same event trigger after some time it goes on same closed and cleared alarm . the status of that alram-ticket is closed .
I need two possibilities : 1 : after ticket closed and cleared , the cleared alarm should be clean or delete 2 : when ticket status was closed and cleared, same event generate again the alarm/ticket status it should be open and same in OTRS ticket status also in open.
Kindly reply me as soon as possible.
Environment
CentOS-7
Acceptance / Success Criteria
None
Attachments
1
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John Blake May 23, 2018 at 7:08 PM
changing this to an enhancement versus a bug. 1 appears it is done with normal automations looking for alarms with tickets that are closed. Clear the alarms. but if the alarms continue to happen then they increment so thats why they are not clearing. 2. is an enhancement to interact with ticketing system to reopen tickets. This appears to be a specific use case as per ITIL a new ticket is opened versus re-opening closed tickets.
Hi
OTRS integration has been done,
Its working perfectly but after ticket closed and cleared ,
Alarm was not delete form the queue , due to that the same event trigger after some time it goes on same closed and cleared alarm .
the status of that alram-ticket is closed .
I need two possibilities :
1 : after ticket closed and cleared , the cleared alarm should be clean or delete
2 : when ticket status was closed and cleared, same event generate again the alarm/ticket status it should be open and same in OTRS ticket status also in open.
Kindly reply me as soon as possible.