Dynatrace - ServiceNow Integration

[cwahl]

Hi all,

I recently set up the Dynatrace Incident Integration module within ServiceNow. A couple weeks worth of data has been pulled in and tickets are being automatically generated within ServiceNow. However, when Dynatrace generates a resolved message, the ticket within ServiceNow is not closing as desired. I did check the box in ServiceNow to do so, but it does not appear to be working. Any advice appreciated.

Thanks!

[jairam_ramaswam · Accepted solution]

Hi, This could be due to the value of the 'Resolved' state in your instance which may be different from the default OOTB value which is '6'. Maybe you need to check that and change it in 'Problem to Incident Transformation Map' transform map. Please open a support ticket if you are still unable to find the issue

Thanks,

Jairam

[diana-liev]

Hi, how did you handle the integration? There are tools that can help you sync any data between the integrated systems so that a change in one of them will be present in the other (or others, depending on the number of connected systems) and can automate the actions you normally do manually. Have you considered using such a tool?