Dynatrace and ServiceNow integration

Dynatrace offers an out-of-the-box integration with ServiceNow. Once configured, Dynatrace automatically creates an incidence within your ServiceNow instance for every auto-discovered problem. In case that your ServiceNow instance has ITOM enabled, all single events within a Dynatrace correlated problem can be pushed to your ServiceNow ITOM events table (em_event). The integration also offers an optional sync of Dynatrace monitored applications, services and hosts with your ServiceNow CMDB.

Dynatrace ServiceNow integration is a two-way integration that:

  1. Pushes incidents from your Dynatrace environment to your ServiceNow instance.
  2. (Optionally) pushes all single events of a detected problem to the ServiceNow ITOM event API
  3. (Optionally) Pulls host, process, service, and application information from Dynatrace through a scheduled job within your ServiceNow instance.

Connect your Dynatrace environment to ServiceNow

To connect your Dynatrace monitoring environment with your ServiceNow instance, configuration is required on both the ServiceNow and the Dynatrace sides. The following 5 steps are mandatory for a fully operational integration.

1. Install the Dynatrace app from the ServiceNow store

Open the ServiceNow application marketplace and install the Dynatrace application (shown below) within your ServiceNow instance.

2. Activate the Configuration Management for Scoped Apps plugin within your ServiceNow instance

Activate the Configuration Management for Scoped Apps plugin within your ServiceNow instance, as shown below:

ServiceNow how to enable 'Configuration Management for Scoped Applications' plugin

3. Create a discovery source DYNATRACE entry

To allow Dynatrace to report discovered CIs into your CMDB you must create a new discovery data source called DYNATRACE. Follow the instructions below:

  1. Navigate to System Definition > Choice Lists.
  2. Click the New button.
  3. Create a new entry with following detail:
    Table: Configuration Item [cmdb_ci]
    Element: discovery_source
    Label: DYNATRACE
    Value: DYNATRACE

4. Configure ServiceNow Dynatrace settings

To complete configuration on the ServiceNow side:

Create a new environment.

Copy and paste your Dynatrace environment ID and API key into the Dynatrace environments table within ServiceNow (see below).

Your Dynatrace environment ID is the first part of your Dynatrace environment URL, for example:

<EnvironmentID>.live.Dynatrace.com

If you're running a Dynatrace Managed instance, the server runs within your own datacenter. Therefore, a Cluster ActiveGate with a publicly accessible domain is necessary.
For Dynatrace Managed installations, the URL pattern looks like the following example:

https://<YOUR_OWN_DOMAIN>/e/caa3369e-8612-46e2-b8c9-4018298cce24/

You'll need an API key for proper integration between Dynatrace and ServiceNow. If you don't already have the API key (token), you can generate it in Dynatrace.

To create an API key for your Dynatrace environment:

  1. Navigate to Dynatrace > Settings > Integration > Dynatrace API.
  2. Click the Generate token button.

Use this token for secure communication between Dynatrace and ServiceNow.

5. Configure a ServiceNow problem integration

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

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 (for example, My new ServiceNow Integration). Enter your ServiceNow instance identifier as shown above (for example, dev23082) and enter a ServiceNow user name that has the following roles assigned to it:

  • x_dynat_ruxit.Integration
  • rest_service
  • web_service_admin

If you're running a ServiceNow instance within your own domain, use the domain of your instance instead of the instance identifier.

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.

Push incidents and/or ITOM events

By using the toggles for sending incidents and/or ITOM events, you can control when Dynatrace should automatically create an incident within the ServiceNow ITSM module and if all individual correlated events should be pushed into the ServiceNow ITOM events API. Keep in mind that the integration will fail if ITOM is enabled but not activated in your ServiceNow instance.

Automatic incident creation

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

Dynatrace as ITOM event source

In the case that the ITOM module is enabled within your ServiceNow instance, Dynatrace can also act as an ITOM event source. Once you've enabled the push of ITOM events on the configuration page, all events within a Dynatrace detected problem are automatically pushed into the ITOM event API. Each host-based event has the correct node name and node IP attached as well as important severity information within the additional information field. ServiceNow ITOM users can create event filters and alerting rules to flexibly react to incoming Dynatrace-detected events. Each of the events contains the unique Dynatrace identifier (for example, HOST-B66B773D12C49189) within the field correlation_id. In case the default ITOM CI mapping isn't able to match a CI by its node name, this correlation_id is used to automatically map detected CIs.

Dynatrace app main modules

Once you've installed the Dynatrace app within your ServiceNow instance, you’ll find a new Dynatrace menu in ServiceNow with the following entries:

  • Support: Links directly to Dynatrace Support, where you can report any issues related to your Dynatrace ServiceNow integration
  • Dynatrace Settings: Use these settings to configure your Dynatrace integration.
  • Environments: Configure one or multiple Dynatrace monitoring environments and token credentials to synchronize CMDB information from.
  • Problems: Import set table that shows the number of Dynatrace-detected problems that have been pushed to and imported into your incident table.
  • Applications and services: A filtered view of your CMDB business service table that shows all the services and applications that have been discovered by Dynatrace.
  • Process groups: A filtered view of your CMDB cluster table that shows all Dynatrace-discovered process group clusters.
  • Hosts: A filtered view of your CMDB servers table that shows all Dynatrace-discovered hosts.
  • CI Mapping: Configuration table that enables you to create mappings between ServiceNow CMDB configuration items and Dynatrace monitored entities. Once mapping has been configured, incoming problems are automatically attached to the affected configuration item.

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 they can easily be tracked and analyzed. When Dynatrace pushes a problem to your ServiceNow instance, it may contain multiple affected configuration items.

The CI Mappings table, which is found in the ServiceNow Dynatrace menu, 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 ServiceNow Dynatrace application attaches the affected CMDB CI to the created incident.

The image below shows you how to map CIs to Dynatrace IDs:

Frequently asked questions