ServiceNow Integration - how to handle the Multiple Infrastructure Problems?

shakib — Thu, 01 Dec 2022 14:58:42 GMT

I was wondering how others are handling the following scenario.

For the most part, when there is a problem identified by Dynatrace, it's on a single service or host or process/group. And via our ServiceNow integration, an incident is created with a single CI referenced.

However, when there is a problem impacting multiple hosts that Davis AI compounds into one single problem alert (a multiple infrastructure problem), which then reports multiple hosts to ServiceNow.

Here is how such a problem looks in Dynatrace referencing 2 hosts.

Here is how that's being reported in ServiceNow, reporting both hosts.

In ServiceNow you can only have one assignment group. If more than 1 host get reported, it could be tricky deciding to whom the ServiceNow incident should be assigned. Has anyone else come across this? How did you solve for this?

Re: ServiceNow Integration - how to handle the Multiple Infrastructure Problems?

DarshanaR — Tue, 27 Sep 2022 06:19:18 GMT

Hi Shakib,

ITOM integration can help here where each event in a problem is pushed to service now event table.
For these events, rules can be configured in SNOW to create incidents.

Regards
-Darshana

topic ServiceNow Integration - how to handle the Multiple Infrastructure Problems? in Open Q&A

ServiceNow Integration - how to handle the Multiple Infrastructure Problems?

Re: ServiceNow Integration - how to handle the Multiple Infrastructure Problems?