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ServiceNow

Import groups and create, search, comment, and resolve incidents in ServiceNow.

App
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- Create an incident in ServiceNow, define caller, category, subcategory, impact, urgency, assignment group, short description, and detailed description. - Search for existent incidents to prevent duplicates and comment on available tickets. - Trigger a remediation flow and resolve the ticket in case of successful remediation or escalate the topic.- Automatically import selected (filtered) groups from ServiceNow into Dynatrace, on-demand or regularly. - Groups can be filtered to import only necessary groups. - Combined with the import-teams workflow action, the previously fetched groups can be stored as Dynatrace Ownership-teams and reused to assign ownership information to entities.- A generic search action allows to search for data in any table - A generic comment action allows to add comments to various target tables - Create Vulnerabilities in ServiceNow
  • Product information
  • Release notes

Overview

ServiceNow provides a suite of digital applications to manage and automate various business processes, such as incident management, service catalog, and IT operations management.

This is intended for users who:

  • Want to integrate ServiceNow Incident Management with Dynatrace, create incidents, search and update incidents, or resolve incidents.
  • Import groups from ServiceNow to Dynatrace

This enables you to:

  • Integrate workflows with ServiceNow incident management.
  • Create ServiceNow incidents based on a Davis AI problem or a business event.
  • Search for available incidents to prevent creating duplicates.
  • Comments incidents to add status updates.
  • Resolve an incident in case a remediation scenario was successful.
  • Search for any data by leveraging a generic search function.
  • Comment on any record in any table by leveraging a generic comment function.
  • Create Vulnerabilities in ServiceNow.
  • Import groups from ServiceNow to Dynatrace ownership information, enabling automated targeted ticketing

Use cases

  • Create incidents in ServiceNow
  • Search for incidents
  • Comment incidents
  • Resolve incidents
  • Generic search
  • Generic comment
  • Create Vulnerabilities in ServiceNow
  • Import groups

Get started

Install ServiceNow. Then follow the instructions detailed in Dynatrace Documentation.

Before you start, make sure that ServiceNow is installed, outbound connections are configured, and the connection to ServiceNow is authorized.

Details

ServiceNow integration enables users to model incident creation and management processes within Dynatrace:

Define various incident triggers:

  • Use the power of DQL and leverage events to react to any problem, security incident, or attack within workflows
  • Use Biz-Events as a trigger to react on extended events like a failed release validation, certain logs messages, or external system events
  • Define a scheduler to create periodic tasks or incidents

Flexible Incident Creation:

  • Create incidents in ServiceNow within a Dynatrace workflow.
  • Define assignment group, impact, urgency.
  • Combine incident creation with closed-loop communication via Slack, Teams, and E-Mail.
  • Search for available incidents to prevent duplicates from being created.
  • Comment incidents to track status updates.
  • Resolve incidents if a problem has been closed.

Generic functionality:

  • Search for data in various target tables, identified by table name and ServiceNow Sysparam Query.
  • Comment on various target tables, leveraging table name and ServiceNow Sysparam Query.
  • Create Vulnerabilities in ServiceNow based on Dynatrace Application Security and Davis AI insights.

Import ServiceNow groups

  • Synchronize ServiceNow groups regularly or on-demand
  • Updating Dynatrace Ownership teams with ServiceNow groups
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Related to ServiceNow

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Workflows

Automate tasks in your IT landscape, remediate problems, and visualize processes

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This release introduces the ability to use new Create Record and Update Record Workflow tasks with any field data, enabling more comprehensive automation scenarios.

In addition, Search was updated to include new fields for offset, query category, and sorting options, providing greater control over result pagination and ordering.

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This maintenance release is bundled with some minor quality of life improvements.

Full version history

This maintenance release is bundled with some minor quality of life improvements.

Full version history

This maintenance release is bundled with some minor quality of life improvements.

Full version history

This maintenance release is bundled with some minor quality of life improvements. This update improves authentication configuration by setting client credentials as the default authentication type, providing better out-of-the-box experience for new ServiceNow connections.

Full version history

This release introduces enhanced authentication capabilities to the ServiceNow app, providing greater flexibility for enterprise environments. You can now authenticate using OAuth client credential flow, enabling more secure and streamlined integration for organizations with strict authentication requirements.

This update improves connection handling by automatically enabling expression mode when connection access is restricted, ensuring smoother workflow operations even in environments with limited permissions. Additionally, the app now supports large lists of categories, assignment groups, and other connection-dependent settings, providing better performance and usability when working with extensive ServiceNow configurations.

Full version history

2.0.2

  • Schema version increased

2.0.1

  • Improved visual fidelity of connection management in modals
  • "Create connection" in the Workflow widget now opens in a new tab

2.0.0

  • Migrated to owner based access control (ACL)

Full version history

2.0.1

  • Improved visual fidelity of connection management in modals
  • "Create connection" in the Workflow widget now opens in a new tab

2.0.0

  • Migrated to owner based access control (ACL)

Full version history

2.0.0

Major Changes

  • Migrated to owner based access control (ACL)

Full version history

1.2.0

Minor Changes

  • Incidents can now be created with an intent

Patch Changes

  • When resolving an incident using the 'resolve incident' action, the incident_state is set as well as state.

Full version history

1.1.0

Minor Changes

  • App is headless again. To control your connections, please use the Settings app.

Patch Changes

  • Add visual grouping of input parameters in the workflow widget.

Full version history

1.0.4

Patch Changes

  • add proper encoding for path parameters

1.0.3

Patch Changes

  • Renaming of app to "ServiceNow"

1.0.2

  • Add NO_WHITESPACE constraint to URL in settings schema
  • Updated dependencies

1.0.1

  • Maintenance release with minor technical improvements

1.0.0

  • Update app logo
  • Add sysparm_limit to get groups action
  • Improve wording and remove preview label

Full version history

1.0.3

Patch Changes

  • Renaming of app to "ServiceNow"

1.0.2

  • Add NO_WHITESPACE constraint to URL in settings schema
  • Updated dependencies

1.0.1

  • Maintenance release with minor technical improvements

1.0.0

  • Update app logo
  • Add sysparm_limit to get groups action
  • Improve wording and remove preview label

Full version history

1.0.2

  • Add NO_WHITESPACE constraint to URL in settings schema
  • Updated dependencies

1.0.1

  • Maintenance release with minor technical improvements

1.0.0

  • Update app logo
  • Add sysparm_limit to get groups action
  • Improve wording and remove preview label

Full version history

0.9.1

  • Action payload validation is now offloaded to zod
  • Dependency maintenance

0.9.0

  • Breaking: connections have been changed from an ordered list to an unordered list. This was done in preparation for better ACL support. However, inserting connections via API or Monaco using insertAfter will no longer be possible.
  • Breaking: Limit connection name to 100 characters

Full version history

0.9.0

  • Breaking: connections have been changed from an ordered list to an unordered list. This was done in preparation for better ACL support. However, inserting connections via API or Monaco using insertAfter will no longer be possible.
  • Breaking: Limit connection name to 100 characters

Full version history

0.8.0

Minor Changes

  • Add configuration item to create incident action

Full version history

0.7.1

Patch Changes

  • The vulnerability item sample result was not showing up

0.7.0

Minor Changes

  • Add vulnerable item action that allows creating vulnerable items

Patch Changes

  • Upgrade Dynatrace dependencies, which fixes a crash when pressing ESC inside a Select component

Full version history

0.7.0

Minor Changes

  • Add vulnerable item action that allow creating vulnerable items

Patch Changes

  • Set the correct default payload for the create-vulnerability-item widget
  • Upgrade Dynatrace dependencies, which fixes a crash when pressing ESC within a select component
  • Fix: Dropdowns didn't show a loading indicator anymore if a request was running and showed the wrong placeholder

Full version history

0.6.0

Minor Changes

  • fc8fa5d: Add generic comment action that allows commenting on any entry in ServiceNow
  • b183a23: Add generic search action which allows searching any table in ServiceNow

Patch Changes

  • e49f4d8: Fix: Errors continue to be displayed even once a valid connection has been selected
  • bd80468: Updated landing page

Full version history

0.5.1

Patch Changes

  • Maintenance release

0.5.0

Minor Changes

  • 4d2b39e: Fix: Allow entries with a duplicate value in selection picker components (Category, Sub-Category, Assignment Group and Resolution Code)

Patch Changes

  • 9aeba6f: Add sample results for all actions

Full version history

0.4.0

Minor Changes

  • ef9b272: Remove check result size in search incidents
  • 1a3c165: Add get groups action

Patch Changes

  • 613983a: Update app icon
  • 72174a4: Fix: Expression mode was not working in some input fields in create incident

Full version history

0.3.2

Patch Changes

  • bbddbbf: Fix: Ensure expression mode works correctly in all input fields of create incident action

0.3.1

Patch Changes

  • 5f9cb0e: Fix: Prefix Correlation ID with DT_ in Create Incident action

Note: When creating incidents, we recommend using DT_{{ event()["event.id"] }} (instead of just {{ event()["event.id"] }}) as Correlation ID. Please adapt existing workflows, if possible.

0.3.0

Minor Changes

  • 4bac290: Add comment on incident action
  • d4e681b: Add search incidents action
  • 249d2f0: Add resolve incident action
  • 01bbdc7: Add sysparm_fields input field to search incident action

Patch Changes

  • Update dependencies

Full version history

0.3.1

Patch Changes

  • 5f9cb0e: Fix: Prefix Correlation ID with DT_ in Create Incident action

Note: When creating incidents, we recommend using DT_{{ event()["event.id"] }} (instead of just {{ event()["event.id"] }}) as Correlation ID. Please adapt existing workflows, if possible.

0.3.0

Minor Changes

  • 4bac290: Add comment on incident action
  • d4e681b: Add search incidents action
  • 249d2f0: Add resolve incident action
  • 01bbdc7: Add sysparm_fields input field to search incident action

Patch Changes

  • Update dependencies

Full version history

No release notes

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