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Opening tickets with Remedy

roberto_doce1
Newcomer

Hi all,

We need to open Remedy tickets from a Dynatrace managed. Did anyone do something like that before?

 

Regards

R12

3 REPLIES 3

JamesKitson
Dynatrace Leader
Dynatrace Leader

A while back I did something for this, here's a PDF with what we had working. If your Remedy is configured differently you likely wouldn't be able to use exactly this but it might help to start. Pa y attention to the headers as well.

Also note that since Dynatrace sends notifications for the opening and closing at least you would end up with 2 tickets unless you either use some sort of middle tier to intercept the later updates or you have configured Remedy to identify the 'updates.' I never saw that working but was told it is possible.

AnonymizedRemedyWebhook.pdf

Hi James

 

Can you please share the pdf with me.

 

When I consult the link it sends error 404

Hello @jemartineza 

I've fixed the link to the pdf in James' comment, you should be able now to access it correctly.

Also, instead of clicking on the link, you can also click on the file preview at the bottom of the comment, to see it directly in the Community:

Opera Snapshot_2021-05-11_125812_community.dynatrace.com.png

If you have any questions about the Forum, you can contact me at maciej.neumann@dynatrace.com