Hi Team,
We are integrating Dynatrace Managed with ServiceNow using the ServiceNow integration.
We have observed that for Service Impact problems, the Host Name is not being populated in the ServiceNow incident. Instead, the Node field displays the affected service/process (e.g., Bootstrap Spring Boot, Tomcat/localhost, application), while the Configuration Item (CI) remains empty for most incidents.
Our ServiceNow operations team is requesting that the Host Name be included in the incident so they can quickly identify the impacted server without navigating back to Dynatrace.
Current Behavior:
- Problem type: Service Impact
- Node field: Displays service/process name
- Configuration Item (CI): Empty
- Host Name: Not available in the incident
Expected Behavior:
- The ServiceNow incident should include the Host Name (or affected Host entity) for service impact events.
- If multiple hosts are impacted, at least the primary affected host or a list of affected hosts should be available in the incident payload.
Questions:
- Is it possible to populate the Host Name for Service Impact problems in the ServiceNow incident?
- Is this achievable through Problem Notification Payload Customization or ServiceNow Mapping?
- Has anyone implemented a custom payload to include the affected host entity?
- If the impacted entity is a service rather than a host, what is the recommended approach to expose the underlying host information in ServiceNow?
I've attached a screenshot showing the current behavior where the Node contains the service name, but the Host Name/CI is missing.
Any guidance or best practices would be greatly appreciated.
Thanks in advance!
