When a problem is closed in Dynatrace, the incident is NOT marked as Resolved in ServiceNow

[yao_zhang]

When a problem is closed in Dynatrace, the incident is NOT marked as Resolved in ServiceNow.

I can see ServiceNow can receive both Open Problem and Close Problem from Dynatrace, but the Incidents cannot be auto-resolved/closed. 

There is setting related to this, and I see it is enabled by default. Please check attached.

We build the connection following the document https://docs.dynatrace.com/docs/shortlink/servicenow#dynatrace-incident-integration

[t_pawlak]

Hi,

If ServiceNow is receiving both OPEN and CLOSE events from Dynatrace, but the incident is not moving to the Resolved state, the issue is usually related to the ServiceNow-side transformation or customization rather than the Dynatrace integration itself. According to the documentation, when a problem is closed in Dynatrace, the corresponding ServiceNow incident should automatically be marked as Resolved.

Here is documentation:
https://docs.dynatrace.com/docs/analyze-explore-automate/notifications-and-alerting/problem-notifica...

[yao_zhang]

Hi,

Thanks for your attention on it.

Regarding "ServiceNow-side transformation or customization" you mentioned, is there any document that can guide me for further checking in ServiceNow?  I found no document in ServiceNow, probably because the plugin is made by Dynatrace, not serviceNow.

[yao_zhang]

Hi,

Thanks for your attention on it.

Regarding "ServiceNow-side transformation or customization" you mentioned, is there any document that can guide me for further checking in ServiceNow?  I found no document in ServiceNow, probably because the plugin is made by Dynatrace, not serviceNow.

[y_buccellato]

Hello friend,
go to your Service Now admin(s),

ask them to go All > Dynatrace Incident integration > Settings (click on it)

 Then check if this checkbox is selected

This is how Incident in Service Now, generated by Dynatrace, starting from a Problem, will be synched for Open/Close status.

[yao_zhang]

Hi friend, yes the button in setting is always selected in my tenant, but not working. : (