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Software Services to Business Services in ServiceNow integration

rene_abdon1
Inactive

Hi,

In this new version of Dynatrace app (2.3.0) at ServiceNow store, all Services and Apps in Dynatrace now is going to SN in "x_dynat_ruxit_software_service" table and is being added to configuration item table as "Software Services" Class.

These software services is not being replicated in "cmdb_ci_service" table, as last version, some new configuration is needed to re-enable this?

This is critical for integration with ITOM Event Management, to be an Application Service and enter as Monitored Service to EM Dashboard.


5 REPLIES 5

joshua_pavlica
Dynatrace Pro
Dynatrace Pro
@Wolfgang B.

can you help with this question about the ServiceNow integration?


reinhard_pilz
Dynatrace Participant
Dynatrace Participant

Hello Rene,

The switch to a dedicated CI for Services has been made on purpose. Reason for that was that most customers found their ITOM Dashboard flooded with entities without having a chance to influence what ends up here.

In order to integrate these services into your ITOM Event Management, you now are required to create a Manual Service for a ServiceNow Release older than the London Release.

Since Manual Services are deprecated in London, here you would have to create an Application Service and refer to the "Software Service" CI when specifying the entry point.

In a nutshell this allows you to have control over what you want to see in your ITOM Dashboard.

best regards,

Reinhard


Great @Reinhard P.,

makes total sense. Tks.


HI, So @Reinhard P, Rene S do we have to add the "software service" as a manually created, then choose a software Service CI? if so, what about all the relations? would be nice to show everything automatically, and not adding the relations one, by one..


ay
Newcomer

HI, So @Reinhard P, Rene S do we have to add the "software service" as a manually created, then choose a software Service CI? if so, what about all the relations? would be nice to show everything automatically, and not adding the relations one, by one..