ServiceNow Integration and Affected CI's

[c_m_anderson]

We have followed the guidelines for integrating our Dynatrace Managed environments with ServiceNow. The CMDB Sync is working and the Problem payload is being pushed to the x_dynat_ruxit_problems import set table. The Transform Map generates the Incidents. This is all working.

However, the Affected CI's is not being populated in the Incidents. I've had our ServiceNow support resource monitor the Payload messages when Dynatrace sends the problem data. We see the push to x_dynat_ruxit_problems, but no messages for x_dynat_ruxit_affectedcis. Our x_dynat_ruxit_affectedcis table is empty (which would explain why we aren't getting the data to task_ci to associate the impacted CIs). I'm at a loss now. Is there some documented step or configuration I could have missed that might cause this behavior?

[wolfgang_beer · Accepted solution]

The mapping table is filled within the scripted REST problem receiver. Maybe the part that fetches the problem details is failing in your case. Can you check for this error log message:

[c_m_anderson]

@Wolfgang B.

Thank you for pointing me in the right direction. I wasn't aware of the scripted REST resource that was performing the "magic". Once I saw the REST API calls back to Dynatrace for the Problem Details, I realized I needed to add the MID Server declaration and the skip ECC sensors statement. Similarly to how I was able to get the CMDB Sync working.

var restMessage = new sn_ws.RESTMessageV2();
var apiUrl = url + "/api/v1/problem/details/" + problemid;
restMessage.setHttpMethod('get');
restMessage.setRequestHeader('Authorization', 'Api-Token ' + apiToken);
restMessage.setEndpoint(apiUrl);
restMessage.setMIDServer('mymidserver');
restMessage.setEccParameter( 'skip_sensor', 'true' );

As always, I really appreciate your help.

May I suggest that the Integration documentation be updated to include these nuances for using a MID Server in ServiceNow? Or better yet, update the app to allow for configuring the MID server value?

[wolfgang_beer]

Sure I plan to add default support for MID server in the next app release, so that you do not have to add that code lines manually. But adding the MID hint in help docu is a good point.

Happy that I could help,

Wolfgang

[rputhen]

@Wolfgang B.

Facing similar issue explained above, we integrated snow by following this document

https://www.dynatrace.com/support/help/integration...

Connection is successfull and dynatrace is able to push incidents to snow as well. but none of the needed details are being populated which is needed for service now ( Configuration Item, Device name, Impact, Urgency,Priority,Assigned to, Second oncall,Assignment group etc) , without having this details it is not helping , Can you please let us know whether there is some way we can customize this so that snow will get the required fields populated for an incident.

Thanks

[wolfgang_beer]

Dear @Ramakrishnan P.,

Dynatrace does send the problem information into an import set table named x_dynat_ruxit_problems. All other external information you would need you have to add within the import transformation within ServiceNow. Dynatrace has no information about your assignment groups nor Second on call person, that information is only available on your ServiceNow side. Therefore customization effort is needed on the ServiceNow side that puts that additional information onto the incoming problem.

Best regards,

Wolfgang