topic Re: Does Dynatrace write directly into the ServiceNow ITOM/ITSM tables? in Automations

Does Dynatrace write directly into the ServiceNow ITOM/ITSM tables?

stanislav_porod — Fri, 17 Aug 2018 11:24:55 GMT

Hi,

Could someone please explain which ServiceNow ITOM/ITSM tables are populated by Dynatrace?

Does Dynatrace write directly into the ServiceNow tables or it maintains its own tables?

Does Dynatrace write directly into the ServiceNow ITOM events table (em_event) or it maintains its own event table?

The Dynatrace documentation says that Dynatrace writes directly into the following ServiceNow tables:

(incident)

(em_event)

(task_ci)

(cmdb_ci_service)

(cmdb_ci_server)

What about the applications that are discovered by Dynatrace? Are they directly sent to the cmdb_ci_service table or they are stored in a seperate CMDB which is mapped to the ServiceNow table cmdb_ci_service ?

So the question here is whether Dynatrace writes directly into the ServiceNow ITOM/ITSM tables or it has its own CMDB?

Thanks,

Stan

Re: Does Dynatrace write directly into the ServiceNow ITOM/ITSM tables?

joshua_dtrace — Fri, 17 Aug 2018 17:42:03 GMT

Hi Stan!

In the documentation's FAQ, it states:
"If [CMDB integration is] enabled, Dynatrace synchronizes all auto-discovered web applications and web services into the CMDB business services table (cmdb_ci_service)."

I hope this helps! https://www.dynatrace.com/support/help/integration...

Kind regards,
Joshua P.

Re: Does Dynatrace write directly into the ServiceNow ITOM/ITSM tables?

stanislav_porod — Sat, 18 Aug 2018 14:22:35 GMT

Hi Joshua,

Thanks for the answer.

What happens if CMDB integration is not enabled? Where is all the data sent to?

Thanks,

Stan

Re: Does Dynatrace write directly into the ServiceNow ITOM/ITSM tables?

wolfgang_beer — Mon, 20 Aug 2018 04:17:33 GMT

Our ServiceNow app is mandatory for sending in incidences into the 'incident' table. If you disable the CMDB sync in the app config we do not sync any cmdb_ci tables.

ITOM integration directly sends into the ServiceNOW ITOM bulk event API.

Re: Does Dynatrace write directly into the ServiceNow ITOM/ITSM tables?

stanislav_porod — Mon, 20 Aug 2018 07:40:39 GMT

Hi Wolfgang,

Thanks for the answer. By enabling CMDB sync do you mean these two toggle switches in Dynatrace?

Re: Does Dynatrace write directly into the ServiceNow ITOM/ITSM tables?

wolfgang_beer — Mon, 20 Aug 2018 18:26:24 GMT

No CMDB sync toggle is in the Dynatrace settings within ServiceNow. There you have a radio button enable/disable CMDB sync.

Re: Does Dynatrace write directly into the ServiceNow ITOM/ITSM tables?

stanislav_porod — Wed, 22 Aug 2018 06:36:00 GMT

Hi Wolfgang,

Thanks a lot for your help!