How do I set up ServiceNow problem notifications?

Dynatrace offers an out-of-the-box integration that automatically pushes Dynatrace problem notifications to your ServiceNow instance and optionally synchronizes the auto-discovered applications, services, and hosts with your ServiceNow CMDB database. To correctly connect your Dynatrace monitoring environment with your ServiceNow instance, a few configuration steps are necessary on both the ServiceNow and the Dynatrace sides. First, open the ServiceNow application marketplace and install the ServiceNow-certified Dynatrace app (shown below) within your ServiceNow instance.

After successfully installing the app within your ServiceNow instance, you’ll find a number of new Dynatrace menu entries in ServiceNow:

  • Support: Links directly to our support system so that you can report any issues related to Dynatrace ServiceNow integration
  • Dynatrace Settings: Use these settings to configure your Dynatrace integration.
  • Synchronized applications: Import Sets table that receives list of applications monitored by Dynatrace.
  • Synchronized hosts: Import Set table that receives list of Dynatrace monitored hosts.
  • Synchronized services: Import Set table that receives list of Dynatrace monitored services.
  • CI Mapping: Configuration table that enables you to create mappings between ServiceNow CMDB configuration items and Dynatrace monitored entities. Once a mapping is configured, incoming problems are automatically attached to the affected configuration item.

Configuration within ServiceNow

To complete configuration on the ServiceNow side, copy and paste your Dynatrace environment ID and API key, as shown below. Your Dynatrace environment ID is the first part of your Dynatrace environment URL (e.g., ‘jkc47888.live.dynatrace.com’).

To create an API key for this environment

  1. Navigate to Dynatrace > Settings > Integration > Dynatrace API.
  2. Click the Generate key button. If you’re hosting a Dynatrace Managed installation, please select the Dynatrace Managed checkbox on the settings page and type your public Security Gateway URL in the text field below. The URL of your public Security Gateway is the entry point that your ServiceInstance will use to access your Dynatrace API in order to synchronize the CMDB. Here is an example of a full public Security Gateway URL. Note that the UID after the /e/ is the environment ID: https://<YOUR_OWN_DOMAIN>:8443/e/caa3369e-8612-46e2-b8c9-4018298cce24/

After installing and configuring Dynatrace integration on the ServiceNow side, switch over to your Dynatrace environment.

  1. Navigate to Dynatrace > Settings > Integration > Problem notifications, click Set up notifications, and select ServiceNow, as shown below.

On the Set up ServiceNow integration page, type a custom name for your new integration (e.g., My new ServiceNow Integration). Enter your ServiceNow instance identifier as shown above (e.g., ven01382) and enter a ServiceNow user name that has the x_dynat_ruxit.Integration role assigned to it.

Problem-description placeholders

You can customize the short description texts of the problem-notifications that are sent out by defining a text template that includes placeholders that are dynamically populated with relevant problem details, such as problem ID, problem impact, or problem state. By default, the full HTML formatted description of each detected problem and a direct link to the corresponding Problem details page in Dynatrace is attached to each ServiceNow incident in the form of a comment.

  • {State}: Problem state. Possible values are OPEN and RESOLVED.
  • {ProblemID}: ID number of the reported problem.
  • {PID}: A unique system identifier for the reported problem.
  • {ProblemImpact}: Impact level of the problem. Possible values are APPLICATION, SERVICE, and INFRASTRUCTURE.
  • {ProblemTitle}: A short description of the problem.
  • {ImpactedEntity}: Entities impacted by the problem (or the term “multiple” when more than two entities are impacted).
  • {Tags}: Comma-separated list of tags that that have been defined for all impacted entities.

Problem push from Dynatrace to ServiceNow

Once configuration is complete on both the Dynatrace and ServiceNow sides, problem notifications are pushed from Dynatrace to your ServiceNow instance, as shown below:

Manual CMDB mapping of detected problems

Dynatrace automatically detects problems within your environment, correlates all related events and affected components that share the same root cause, and presents all problem-analysis data so that it can easily be tracked and analyzed. So, when Dynatrace pushes a problem to your ServiceNow instance, it may contain multiple affected configuration items. The ServiceNow CI Mappings table can be used in cases where automatic mapping of your CMDB configuration items with incoming problems is necessary. The CI Mappings table represents a lookup table where Dynatrace component IDs are mapped with your CMDB CIs. If there is a valid mapping between an incoming affected component, and an existing CMDB CI is present, the Dynatrace app attaches the affected CMDB CI to the created incident, as shown below:

Automatic discovery and synchronization of CMDB configuration items

If you enable automatic synchronization of Dynatrace with your ServiceNow CMDB, all Dynatrace detected applications, services, and hosts will be transferred to your ServiceNow CMDB CI tables (cmdb_ci_appl, cmdb_ci_service, and cmdb_ci_server) along with all the auto-detected relations. As Dynatrace detects application and business sercice relations in real time, your CMDB business service map is also updated in real time, as shown below:

Problems that are detected by Dynatrace are automatically mapped to the affected CI elements within your CMDB, as shown below: