We are planning to integrate Dynatrace with ServiceNow ITSM module.
I just want to understand below features are feasible in the integration.
When the problem created in DT , Snow tickets will create automatically based on the integration but when there an update in the Dynatrace problem without changing the state, what will be the update from Snow side,
1. Will the update in the Dynatrace problem will create new ticket in Snow
2. Will the update in the DT problem will update the changes in the existing snow ticket.
From the documentation, the change in the state (open & Close) will update the snow ticket but want to understand that the update in the DT problem will update the Snow ticket.
I would assume for service now since they have an out of the box integration it would update the tickets as problem open/close. if you are doing a custom webhook then you will et a new problem for open and close - then you can putting a rule to ignore any of the close, but it wont auto close - but keep in mind that is custom webhook.