Get alerted when a problem is updated

[Maheedhar_T]

Hi,
We are using ServiceNOW integration for problem notifications and it is being used as custom integration not the classic ServiceNOW integration that is available. Currently when a particular problem is created the webhook is called and also the webhook is called when the same problem is closed. The problem we are getting here is when a problem is created there are like 5-6 impacted entities in this case. The webhook is triggered as soon as the problem is created but the root cause is detected after some delay. There is no placeholder for root cause that can be passed in the problem payload. As a result of this limitation there is a problem in identifying and mapping the exact impacted entity.

Can anyone suggest an alternative or even best a solution to this problem ??

[GosiaMurawska]

Hi @Maheedhar_T, did you manage to solve this one? It would be great if you share it with the Community 🚀

[Peter_Youssef]

Hi @Maheedhar_T 

If you seek delaying the reported alerts, you can increase the "Delay" timing within the configured severities among the alerting profiles.

• https://docs.dynatrace.com/docs/analyze-explore-automate/notifications-and-alerting/alerting-profile...
• https://www.youtube.com/watch?v=PeAFTM0_6Dw

Also from ServiceNow side you can validate the same concern if it's configurable from its end would be an added value.

Hoping it helps.

BR,

Peter