No service ticket created when dynatrace alerts impact several support team.

[dynatrace_curio]

Hello everyone,

Context

We are receiving multiple Dynatrace alerts where some of them impact more than one support team. These alerts should automatically create tickets in ServiceNow.

Problem

In these multi-team scenarios, tickets sometimes aren’t created.

Impact

• Several clients have reported missing tickets

• Risk of SLA breaches for undetected incidents

My questions

1. What initial checks would you recommend on the Dynatrace side and on the ServiceNow side?

2. Does a standard report exist showing all Dynatrace alerts and their “ticket created” vs. “not created” status?

3. If no such report exists, how can we generate one (using API, SQL query, ServiceNow reporting, etc.)?

Thank you for your help!

[lubrman · Accepted solution]

Hi  @dynatrace_curio 
Dynatrace has a Problems API that should allow creating a similar report, but I would rather focus on the reason why the alerting profiles, which are supposed to send problem notifications, didn’t work. Is it possible that these profiles have a different reaction range for this specific type of problem, which could cause this issue?