Hello,
I'm working with our developers and ServiceNow team to adjust problem alerting and ticket management. In the past we've had intermittent disruptions that created multiple tickets. What happens is Dynatrace catches the disruption and triggers the call to the ServiceNow for a P1. Then, 5 minutes later the network will be back and the ticket closes. 5 minutes later the network takes a dip and creates another P1 that gets resolve by itself later. The on-call support person gets a phone call for every P1 that comes into ServiceNow. This loop keeps going until the network issue is resolved.
When Dynatrace detects a problem it uses a unique ID, so we can't filter for duplicates. I've looked at the problem alerting profiles, but I don't see how I could set rules to prevent my issue. Dynatrace automatically resolves tickets, so we can't have ServiceNow check for existing P1s that have the same Service, Configuration Item, and Caller/Affected caller.
My though is that if we disable auto resolution, then we can prevent having multiple tickets by checking for existing P1s as mentioned above. If did it that way, we would still get an auto notification for a first-time detection, have accurate reporting for disruptions, and have more control over ticket creation and resolution.
Thoughts? Suggestions?
Edit:
We're using the ServiceNow integration sending into ITSM. Screenshots of that config are below.
Hi,
It depends which integration you are using. Can you share some screenshot?
For example, if you use custom integration, you can turn off this flag:
Best regards
I didn't think to check there. I was going through the documentation and our env. I think this is what I'm looking for.
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