Clarity Service Management

CA SDM - How to do Auto-close 

05-29-2016 09:01 PM

You can configure CA SDM to automatically close the ticket. When the ticket is updated to the status automatically solved the closing will occur according to the number of working hours specified in the configuration.

 

  • Set hours of different lock for each tenant / tenant
  • Set of different closing time for each ticket type

  Characteristics:

  • Setting for the number of working hours. (Workhours)
  • 0 - Indicates that is not enabled
  • If there is no setting for the tenant / tenant, it is global configuration

 

ImagensDescrição
CASDM_Turno_de_trabalho_01.jpg1. CA Service Desk Login
CASDM_Admin_Menu_EN.png2. Administration TAB
CASDM_Admin_Menu_Tree_EN.png3. Administration
4. Service Desk

5. Aplication Data

6. Codes

6. Auto close settings
7. Auto close Configurations list

8. Create

9. Type informations

10. Save

 

 

Understanding, Configuring and Troubleshooting CA - CA Knowledge 

 

Auto Close Settings - CA Service Management - 14.1 - CA Wiki

Automatic Closure of Tickets - CA Service Management - 14.1 - CA Technologies Documentation

CA SDM - Configurações de fechamento automático PT-BR

What does the Auto Close feature base the hours setting on?   

How to set the Activity Log activity for Auto Close to 'System_AHD_Generated' user instead of 'End User'

Auto-Close rules run off Affected End User Tenant

TEC573200 - Test of Auto Close and Tenants available on Incident

http://search.ca.com/assets/SiteAssets/TEC573200_External/TEC573200.pdf 

Auto Close does may not come into effect

Tickets are not closed automatically

TEC1252322 - Understanding, Configuring and Troubleshooting CA Service Desk Manager “Auto-close” Functionality 

 

Auto close ticket

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Comments

08-30-2018 12:42 AM

I've revised this document, and added two new small sections:

  • Timezone Setup and Daylight Savings Time
  • How to extract and read Auto-close entries from the Animator table

 

Understanding, Configuring and Troubleshooting Auto-close 

 

Thanks, Kyle_R.

02-14-2017 01:21 AM

Hi All,

 

Cross posting to my  new Auto-close document here: Everything you wanted to know about Auto-close, in Service Desk 

 

Thanks, Kyle_R.

06-02-2016 08:20 PM

Hello Arunava,

 

No known patch or issue. You'd need to approach that as a trouble-shooting exercise.

 

Have a look at the /logs/stdlogs at the time that the Auto-close SHOULD have fired, and see if there are any messages present, such as:

 

03/27 09:00:00.03 MY_SERVER spelsrvr 2144 ERROR cr.spl 8154 Unable to automatically close ticket: cr:5113462 - INVALID

 

These will stand you in good stead if you wish to log a Support case.

 

You may even get lucky and see some clear messages at the time - having a customisation in there which performs a write to the same table/s that the Auto-close uses may be an issue for example. So if you are seeing something like "z_my_customisation.spl Auto-close ..." then check that out.

 

Thanks, Kyle_R.

06-02-2016 10:46 AM

We have seen, in-spite of this setting the auto close trigger not works with 100% efficiency in r12.9. The Auto close event attaches successfully but that not triggers (AA mode) actually in some instance. Do we have any solution/fix for that? Or we need some other settings to be enabled?

Thanks

ArunavaS

06-02-2016 03:08 AM

Hello Tiago,

 

Another great document.

 

Reminder though that the board language is English - including screenshots!

 

Thanks, Kyle_R.

 

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