We have implemented HP OV SD 4.5, and we are able to log a call from a monitoring system named 'Prognosis' but not able to update the call. Prognosis will send the alert messages on every down and up events, we need to close the ticket when the alert is coming for the up messages. How to acheive it. Prognosis will have its own unique field as ticket no which will be same for a particular up and down events.
I assume you are using sd_event to create the call from Prognosis. If in this you specify that the Source ID of the call is the Prognosis unique ID then any subsequent sd_event which references this Source ID will update this call.
For example if you have an import mapping which maps SID to Source ID, STATUS to Status, then your call might look like: