As of today there is no way to specify a different help desk status that is considered 'closed' that may exist on the Help Desk side. SOI just has a pre-defined list of closed statuses that it assumes means closed on the help desk side.
W/in in our HD system, we have a few more that mean 'closed' and there needs a way to specify these w/in SOI so SOI then will close the alert on its end and thus clear the alert w/in the respective domain managers.
What I'm refering to is the list of "Selected Status" when you do a Tools - Help Desk Configuration from w/in the SOI Console. We need a way to add new status to the list so SOI can match against what exists w/in the HD Integration.