topic Re: How does Dynatrace map DT Severity to ServiceNow Severity? in Alerting

How does Dynatrace map DT Severity to ServiceNow Severity?

jarett_smith — Fri, 16 Aug 2019 14:27:26 GMT

How does Dynatrace map DT Severity to ServiceNow severity? When Dynatrace pushes a problem to ServiceNow, what determines the severity in the ServiceNow ticket?

Re: How does Dynatrace map DT Severity to ServiceNow Severity?

nj_njoku — Fri, 16 Aug 2019 14:44:45 GMT

Hi Jarett,

See the breakdown of the various events below

WARNING - Resource events e.g.
- Unexpected high traffic, CPU saturation, Memory saturation, Low disk space, Slow disk, Low number of inodes available, High network utilization, Long garbage-collection time, High latency, I/O commands queued, Custom resource contention event
MINOR - Slowdown events e.g.
- User action duration degradation, Response time degradation, Performance log pattern found, Custom performance event
MAJOR - Error events e.g.
- JavaScript error rate increase, Mobile app crash rate increased, High rate of dropped packets, High number of network errors, Error log pattern found, Custom error event,
CRITICAL - Availability Events e.g.
- Unexpected low traffic, Host or monitoring unavailable, Process unavailable, Availability log pattern found, Custom availability event

Hope This Helps

Re: How does Dynatrace map DT Severity to ServiceNow Severity?

larry_roberts — Fri, 16 Aug 2019 17:49:17 GMT

That answer is yes and maybe not. It depends on what you are using from ServiceNow. If you have a CMDB and are using ServiceNow IT Operations along with ServiceNow Event Manager, the decision on how important something is is made on the ServiceNow side and not from the monitoring tool side.

Re: How does Dynatrace map DT Severity to ServiceNow Severity?

Marsh_X_Jones — Thu, 05 Sep 2019 13:37:47 GMT

Larry,

We're going thru Event setup and tuning right now, and I found we need a fair amount of adjustment to override the defaults. There's not much can be done with the Dynatrace Problem to SN Event connection - you can't override Severity, but we made adjustments in the Create Task process to correctly populate impact, urgency and adjust the priority.

I would love to be able to tune the 'problem' output in Dynatrace to match our use cases rather than have to re-adjust the event stream in ServiceNow.

Re: How does Dynatrace map DT Severity to ServiceNow Severity?

Enrico_F — Wed, 12 Feb 2025 08:10:46 GMT

I recently had the same question and this is the response I got via a support ticket about how the severities are mapped when using the event integration (ITOM) method:

MONITORING_UNAVAILABLE -> CRITICAL (1)
AVAILABILITY -> CRITICAL (1)
ERROR -> MAJOR (2)
PERFORMANCE -> MINOR (3)
CUSTOM_ALERT -> MINOR (3)
RESOURCE_CONTENTION -> WARNING (4)

I'm not sure why this is being withheld from the official documentation - I personally found this to be very helpful for creating appropriate event processing rules in ServiceNow. I even suggested this via Usersnap and the response I got from the doc team was essentially "please raise an RFE" - which seems weird and a little unexpected...