DT Managed Servicenow integration

[rputhen]

Hi

We tried integrating Dynatrace managed to Servicenow , integration is working and dynatrace is able to communicate to service now and creating the incidents, unfortunately dynatrace is not populating any information on service now like incident priority, severity , assignment group etc and looks like all of those needs to be populated using scripted interface .

Can you please enhance this integration and add features so that customer can specify the service now fields to be populated and also set the correct incident priority either using some tags or some configuration options in Dynatrace.

Currently looks like Dynatrace have a staging table present on service now which gets created as part of installing Dynatrace application but none of those fields are getting populated.

Thanks

[wolfgang_beer · Accepted solution]

Yes exactly, the staging table is only used if you specify a manual mapping between Dynatrace component and ServiceNow CI. Of course the staging table is open for any of your own customization on top of our reference implementation.

[rajeshwar_vadhe]

So, Is it custom coding that needs to happen if we have map some fields between Incidents and Staging Problem table? We have similar issue as Ram where we would like certain Service Now mandatory fields such as assignment group, priority, environment to be sent from Dynatrace and filled in Service Now Incident

[rputhen]

We had to custom code to get this working , ideal solution would be dynatrace enhance this integration and provide placeholders for customers to configure the service now fields and also allows adding some rules to set the incident priority accordingly on servicenow.

What we did as workaround is invoke the dynatrace problem api on a scheduled interval and then send this to servicenow to create incidents using custom prioroty levels.

Thanks

[rajeshwar_vadhe]

Hi Ram, thanks for response. Where did you call Dynatrace Problem API from? Was it Service now itself? and Dynatrace Problem API response seem to be sending "severetyLevel" . What are valid values and how that was determined? also question on how you handled Assignment Group and Environment ect fields? I am thinking of creating custom tags and send them using {tags} place holder via Integration

[anandpat]

Hi Rputhen,

 I am also doing integration with ServiecNow, however, in my case, we are not receiving notification messages on import settable.  apart from the configuration in dynatrace do we need to do any addition scripting in Servicenow to pars the payload in the import set table in ServiceNow?