Is there any field passed to a webhook that tells the webhook that this is a problem update?

[GilesDay]

Due to the tools we have in place we have to use custom webhooks to an aggregator and then to our ITSM integration/ticketing system. I noticed that when new events merge into existing problems, it generates a new ticket, and does not update the current ticket.  Is there anything from the dyantrace side that when calling the webhook again it shows it as an update? 

(note we have the logic in place for status changes)

[Peter_Youssef]

Hello @GilesDay 

It's available on Dynatrace configurations side:

Under problem notification configurations you just need to enable "switch-on" the below toggles:

1. call webhook if new events merge into existing problems.
2. call webhook if problem is closed.

Hoping it helps.

KR,

Peter

[GilesDay]

Yeah I have that selected, but the output of the webhook doesn't indicate that the problem was updated. 

[Peter_Youssef]

Hi @GilesDay 

It has no thing to do after that from Dynatrace side, it should be done from the other tool or it's max compatibility you can get as per the highlighted result.

BR,

Peter.

[GilesDay]

Just thinking that dynatrace could indicate that the webhook is an update vs a new.

[Peter_Youssef]

Hello @GilesDay 

• I believe you can share the integration screenshots between the intended platform and Dynatrace with the support team where Dynatrace sends the alerts.
• As long as it's not an issue with Dynatrace, check the available workarounds to update the ticket either when new events are triggered or the problem is being closed.
• The support team can escalate the concern to the development team where they can find a solution or develop a new feature to trigger the update signals from Dynatrace side.

Hoping it helps.

KR,

Peter.