topic Re: [ServiceNow integration]How to change the "State" field of ServiceNow incident dashboard in Automations

[ServiceNow integration]How to change the "State" field of ServiceNow incident dashboard

ntanaka — Fri, 13 Dec 2019 01:41:53 GMT

Hi,

This question is about ServiceNow problem notification.
Do you have any feature to change the "State" field of ServiceNow incident dashboard?

There are 2 Dynatrace notifications, problem open and resolved, but resolved message do not change incident state closed so we have to close incident manually.

Best Regards,
Natsumi Tanaka

Re: [ServiceNow integration]How to change the "State" field of ServiceNow incident dashboard

wolfgang_beer — Fri, 13 Dec 2019 09:27:26 GMT

Hi Natsumi,

By ITIL definition an automated incident creation should now close an incident. Therefore, we do not automatically close the ServiceNow incident. But there is a very simple modification to achieve that by simply change the problem to incident transformation map in ServiceNow, to set the 'Close' state instead of the resolved one.

Best greetings,

Wolfgang

Re: [ServiceNow integration]How to change the "State" field of ServiceNow incident dashboard

ntanaka — Mon, 16 Dec 2019 01:04:18 GMT

Hi Wolfgang,

Thank you for your answer.
I think the following screenshot seems to be ServiceNow Table Transform Map you mentioned.
If it is true, then I confirmed the state field is defined by a script.

In order to add automation close feature, do we need to add condition "if (source.problem_state == "RESOLVED")?

Re: [ServiceNow integration]How to change the "State" field of ServiceNow incident dashboard

wolfgang_beer — Tue, 17 Dec 2019 07:07:39 GMT

Yes that's exactly the place to change the state.

Re: [ServiceNow integration]How to change the "State" field of ServiceNow incident dashboard

ntanaka — Tue, 17 Dec 2019 08:14:50 GMT

Thank you for your answer.

I have a question about this script behavior.

According to the script, If source.problem_state is "OPEN", then it returns 1 as the incident state.
If source.problem_state is not "OPEN" and 'x_dynat_ruxit.autoresolveproblems' is 'true', then it returns 6 as the incident state.

I confirmed the "source.problem_state", and found there are 2 problem records for the same Dynatrace problem in the table "x_dynat_ruxit_problems" like this.
I wonder how the script works when there are multiple records for one problem.

Best Regards,
Natsumi Tanaka

Re: [ServiceNow integration]How to change the "State" field of ServiceNow incident dashboard

dt_mrundel — Tue, 06 Jun 2023 16:38:38 GMT

Also wondering the same. Currently in our implementation, if a Dynatrace problem gets created and then resolved, it will mark the incident in Service Now as resolved, but if/when the same problem comes back up and resolves again the incident stays open and doesn't go into a closed/resolved state.