Does Dynatrace write directly into the ServiceNow ITOM/ITSM tables?

[stanislav_porod]

Hi,

Could someone please explain which ServiceNow ITOM/ITSM tables are populated by Dynatrace?

Does Dynatrace write directly into the ServiceNow tables or it maintains its own tables?

Does Dynatrace write directly into the ServiceNow ITOM events table (em_event) or it maintains its own event table?

The Dynatrace documentation says that Dynatrace writes directly into the following ServiceNow tables:

(incident)

(em_event)

(task_ci)

(cmdb_ci_service)

(cmdb_ci_server)

What about the applications that are discovered by Dynatrace? Are they directly sent to the cmdb_ci_service table or they are stored in a seperate CMDB which is mapped to the ServiceNow table cmdb_ci_service ?

So the question here is whether Dynatrace writes directly into the ServiceNow ITOM/ITSM tables or it has its own CMDB?

Thanks,

Stan

[joshua_dtrace]

Hi Stan!

In the documentation's FAQ, it states:
"If [CMDB integration is] enabled, Dynatrace synchronizes all auto-discovered web applications and web services into the CMDB business services table (cmdb_ci_service)."

I hope this helps! https://www.dynatrace.com/support/help/integration...

Kind regards,
Joshua P.

[stanislav_porod]

Hi Joshua,

Thanks for the answer.

What happens if CMDB integration is not enabled? Where is all the data sent to?

Thanks,

Stan

[wolfgang_beer · Accepted solution]

Our ServiceNow app is mandatory for sending in incidences into the 'incident' table. If you disable the CMDB sync in the app config we do not sync any cmdb_ci tables.

ITOM integration directly sends into the ServiceNOW ITOM bulk event API.

[stanislav_porod]

Hi Wolfgang,

Thanks for the answer. By enabling CMDB sync do you mean these two toggle switches in Dynatrace?

[wolfgang_beer]

No CMDB sync toggle is in the Dynatrace settings within ServiceNow. There you have a radio button enable/disable CMDB sync.

[stanislav_porod]

Hi Wolfgang,

Thanks a lot for your help!