It is correct that you'll be using a custom notification but the payload needs to be in a format that Remedy can consume. See my answer here as a starting point: https://answers.dynatrace.com/spaces/482/dynatrace-open-qa/questions/245888/opening-tickets-with-rem...
The webhook approach should work but we have seen with other customers that the receiving end can be unreliable and not all messages make it. Sadly there is no retry mechanism with the webhook.
We have implemented an extension with full resilience built which you can buy for flexpoints. Contact Dynatrace one if you are interested.
Hi @florent_duchate I have a similar situation with a client sending notifications through Remedy but just to be clear they are passing through Apigee API Proxy for Authenticating the token and sending the request to the backend.
Is this observation still the case now according to recent developments or it has improved?
Please also provide details of the resilient extension/any documentation described here. Let me know if something has improved since this Post