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ServiceNow Integration - how to handle the Multiple Infrastructure Problems?

shakib
Contributor

I was wondering how others are handling the following scenario.

 

For the most part, when there is a problem identified by Dynatrace, it's on a single service or host or process/group. And via our ServiceNow integration, an incident is created with a single CI referenced.

 

However, when there is a problem impacting multiple hosts that Davis AI compounds into one single problem alert (a multiple infrastructure problem), which then reports multiple hosts to ServiceNow.

 

Here is how such a problem looks in Dynatrace referencing 2 hosts. 

 

shakib_1-1663096634075.png

 

 

Here is how that's being reported in ServiceNow, reporting both hosts. 

shakib_0-1663096597473.png

 

 

In ServiceNow you can only have one assignment group. If more than 1 host get reported, it could be tricky deciding to whom the ServiceNow incident should be assigned. Has anyone else come across this? How did you solve for this?

1 REPLY 1

DarshanaR
Dynatrace Enthusiast
Dynatrace Enthusiast

Hi Shakib,

ITOM integration can help here where each event in a problem is pushed to service now event table. 
For these events, rules can be configured in SNOW to create incidents.

Regards
-Darshana