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. : (

[y_buccellato]

Ups sorry, I didn't notice you already attached the screenshot.

I went and dowloaded the document from here but it should work as intended.

From your second screenshot, it appears that you are looking at the Problem table in ServiceNow rather than the Incident table.

Additionally, all the Problem Numbers and Problem IDs shown are different. There is no example of the same Problem (for example, Problem Number 123) first being opened and then later being closed. Each entry appears to correspond to a different Problem record.

This is the scenario you should evaluate on SN side, and after that you should click on the Target Record which will allow you to see the same incident number for both lines.