The grace period enables you to prevent creating a large number of tickets for frequently created incidents due to reoccurrence of the same event
For example, an event is raised and causes an incident to be created in Enterprise Manager. The rule defined to create the ticket enforces the ticket to be created on the CASD system. If the grace period is one hour and the event is cleared at 10:00 a.m., this clears the incident and ticket. If the same event reoccurs before 11:00 a.m. and enforces creation of another incident, the grace period functionality stops creation of a new ticket for this, and reopens the same ticket instead.
Note:
In CASD, after a ticket is set to a Closed status, it cannot be reopened. Consequently, an incident that re-triggers within the grace period cannot reopen the ticket but only annotate it.
If you want to reopen a ticket for incident occurrences that fall within the grace period, set the ticket status to Resolved instead of Closed when the incident clears. This enables the CASD Connector to reopen the ticket if the same incident reoccurs within the grace period.