cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

How to map problems to incident tickets with appropriate priority?

cgvasc
Newcomer

Hello Team,

 

I would like your support in order to know how we can set or adjust Dynatrace so we can get enough information to create incident tickets (MF Service Manager) with appropriate priority (P4,P3,P2 or P1), because as in a majority of these tools the priority is based on impact urgency. I appreciate your suggestions.

 

Thank you

Gvas

 

 

1 REPLY 1

abhi
Dynatrace Helper
Dynatrace Helper

Hi @cgvasc ,

 

You can surely control the priority of the problems raised by Dynatrace through the AlertingProfile. What I mean is based on your requirement such as impact/urgency, you can control the type of alerts => "Event types" and urgency of notification  (like if the problem is open for a set of time), problem notification will be pushed by Dynatrace to the respective ticketing tool. For example:

abhi_0-1658542644109.png

 

Please have a look at the following document which will guide you to create your respective alerting profile and problem notification to link to the alerting profile.

https://www.dynatrace.com/support/help/how-to-use-dynatrace/problem-detection-and-analysis/notificat...

 

Kind regards,
Abhi