topic Re: Problem view/Dashboard showing Comments indicator in Dashboarding

Problem view/dashboard showing comments indicator

thafford — Mon, 22 May 2023 13:41:06 GMT

When viewing the Problems main screen I want a way to show, at a glance if any comments have been added to a problem. We have many people working on problems and we encourage users to acknowledge the problem by placing a comment in the Problem comments box.

This is good but it does mean that you have to enter into each problem to understand if it's been worked on? Any suggestions would be very welcomed.

Re: Problem view/Dashboard showing Comments indicator

thafford — Thu, 23 Feb 2023 08:25:35 GMT

Has anyone got any idea's on this one. Just looking for a way to identify that a problem has been acknowledged by a team member rather than having to check by going into the Problem each time to check the comments box.

Re: Problem view/Dashboard showing Comments indicator

Romanenkov_Al3x — Thu, 23 Feb 2023 11:30:47 GMT

This is very interesting task. I think you need to create Custom Dashboard and Custom script. Customize what you exactly you want by you ownself. We have some similar tasks and solution below.

First - Dynatrace have problem API. With additional script you can easly get problems open problems, open problems without comments or some type as you need.

Then push back this information for your own customized Dashboard.

For example -We have list of tickets without answers - in our internal CRM System.

Using a custom script on a python - we take this information from internal CRM system and change the dashboard using APIs ( dashboard API ) and tile ( markdown )

This is how it is look like:

Regards,

Romanenkov Alex

Re: Problem view/dashboard showing comments indicator

RichF — Mon, 18 Dec 2023 13:06:20 GMT

I am working on this also and will post a solution if resolved. Would like to be able to manually acknowledge something like a low disk space condition with a number from our ticketing system, along with posting a comment. I don't want it to be automated since it would be impossible and potentially cause some consternation to send the alert to the correct party outside of IT to address the issue via email/ticket - especially if it occurs in the middle of the night.

Re: Problem view/dashboard showing comments indicator

LawrenceBarratt — Mon, 18 Dec 2023 15:16:02 GMT

Hi @thafford @& @RichF

I have comments being posted into Dynatrace through an API on Incident Created, Incident Assigned, and Incident Investigated.

Can i ask what the syntax of the IncidentID you would be looking for in your comments?

A sample comment could be:

INC12345 WAS CREATED IN TICKETING PLATFORM Or INC12345 WAS ASSIGNED TO USER X IN TICKETING PLATFORM

I have a few scripts that do this in the Platform Dashboards as shown below, and will tailor to your requirement 😊

Thanks,

Lawrence

Re: Problem view/dashboard showing comments indicator

Dynosaure — Tue, 27 Feb 2024 17:45:43 GMT

Thanks

my syntax of the incidentID is ServiceNow Incident INC03393467 created.

Can i have the code of the picture above ?

Re: Problem view/Dashboard showing Comments indicator

cesarsaravia — Tue, 27 Feb 2024 18:13:19 GMT

Hi @thafford
On the new Platform UI, you can use a Dashboard with JS code, get a list of all problems and then by every P-ID you can get all the comments associated.

Regards,

Re: Problem view/dashboard showing comments indicator

kiranJyoti — Mon, 17 Nov 2025 09:17:05 GMT

Can you Please provide the script for the above Picture , we need to display the problem created in last 2 hours along with their Incident number