Valued Contributor.
Valued Contributor.

BSM to HPSM tickets syncing issue

Dear Experts.

When BSM Event is generated and matches the Auto ticket criteria there is request from BSM to HP  SM to create the ticket in HPSM. And if HP SM does not send the ticket reference for this Event , BSM will keep requesting until it receives a response back with ticket reference.

In case of any slowness from the network perspective, the ticket is generated in HPSM but the response was not sent due to delay. In such scenario BSM sends another event request to HPSM and HPSM creates a fresh ticket. So there will be duplicate tickets in HPSM. 

Has anyone faced this issue and if yes , how do we avoid or fix this issue. 

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