How does Dynatrace map DT Severity to ServiceNow severity? When Dynatrace pushes a problem to ServiceNow, what determines the severity in the ServiceNow ticket?
Solved! Go to Solution.
See the breakdown of the various events below
Hope This Helps
That answer is yes and maybe not. It depends on what you are using from ServiceNow. If you have a CMDB and are using ServiceNow IT Operations along with ServiceNow Event Manager, the decision on how important something is is made on the ServiceNow side and not from the monitoring tool side.
We're going thru Event setup and tuning right now, and I found we need a fair amount of adjustment to override the defaults. There's not much can be done with the Dynatrace Problem to SN Event connection - you can't override Severity, but we made adjustments in the Create Task process to correctly populate impact, urgency and adjust the priority.
I would love to be able to tune the 'problem' output in Dynatrace to match our use cases rather than have to re-adjust the event stream in ServiceNow.