For ServiceNow, Dynatrace offers out-of-the-box:
- Incident integration
- Configuration Management Database (CMDB) integration
- Events integration
To connect your Dynatrace monitoring environment to your ServiceNow instance, configuration is required both on ServiceNow instance and in Dynatrace UI.
Once you configure Dynatrace Incident Integration, Dynatrace automatically creates an incident within your ServiceNow instance for every auto-discovered problem.
How it works
Dynatrace Incident Integration pushes incidents from your Dynatrace environment to your ServiceNow instance.
Configuration in ServiceNow
In the Dynatrace menu, go to Dynatrace Incident Integration page in the ServiceNow marketplace, and select Get to install Dynatrace Incident Integration in your ServiceNow instance.
Follow the Guided Setup for an initial configuration of the application.
After the application is installed, go to the new Dynatrace Incident Integration menu on your ServiceNow instance to further configure (Setup, Settings) and explore (Problems, ServiceNow Incidents) the application.
Use the Transform Map module to transform the incoming Dynatrace data in the Problems import set table into an Incident table. The Problems import set table automatically transforms any incoming Dynatrace detected problem into an incident within the ServiceNow incident table.
Configuration in Dynatrace
After installing and configuring Dynatrace integration on the ServiceNow side, switch over to your Dynatrace environment.
In the Dynatrace menu, go to Settings > Integration > Problem notifications.
Select Add notification.
Select ServiceNow from the available notification types.
Enter the requested information as described on the Problem notifications page.Placeholders
The Available placeholders section of the configuration page lists placeholders you can use in the Description field to customize the text message associated with the problem notification. Placeholders are automatically replaced with problem-related information.
Turn on Send incidents into ServiceNow ITSM.
Select Send test notification to make sure your ServiceNow integration is working.
- After configuring the application on both sides, problem notifications are pushed from Dynatrace to your ServiceNow instance.
- The Scripted REST APIs module is the entry point of the Dynatrace information into ServiceNow. It pushes the data into the Problems import set table.
- The Problems import set table automatically transforms any incoming Dynatrace-detected problem into an incident within the ServiceNow incident table.
- When a problem is closed in Dynatrace, the incident is marked as
- Incident Integration flow:
If you integrate ServiceNow with Service Graph Connector for Dynatrace, you can sync Dynatrace monitored applications, services, and hosts with your CMDB.
How it works
Service Graph Connector for Dynatrace pulls information about hosts, processes, services and applications from Dynatrace through a scheduled job (
SG-Dynatrace) within your ServiceNow instance.
To secure communication between Dynatrace and ServiceNow you need an API token. If you don't already have one, create an API token:
- In the Dynatrace menu, go to Settings > Integration > Dynatrace API.
- Select Generate token.
- Enter a name for your token.
- Enable Access problem and event feed, metrics, and topology.
- Select Generate.
- Copy the token to the clipboard and save it in a password manager.
You will need to provide this token during setup of Service Graph Connector for Dynatrace.
Go to Service Graph Connector for Dynatrace page in the ServiceNow marketplace and select Get to install the Service Graph Connector application within your ServiceNow instance.
Note: As a part of the above installation you need to install the following plugins:
- Configuration Management for Scoped Apps (CMDB)
- Integration Commons for CMDB
- Configuration Management (CMDB)
- ITOM Discovery License
- ITOM License
The above dependencies are mandatory for this integration to work. For information regarding the Subscription Unit consumption, see ServiceNow Subscription Unit Overview.
Follow the Guided Setup to configure the application.
Note: For existing users of the integration, we recommend that you uninstall any previous version of Dynatrace integration. There is no loss of CMDB integration data collected before the uninstall.
After the application is installed, go to the new Service Graph Connector for Dynatrace menu in your ServiceNow instance to further configure (Setup, Settings, Environments) and explore (Support, Hosts, Process Groups, Services, Applications) the application.
Go to Environments and enter your Dynatrace environment URL and the API token you created above.
optional If you're running a Dynatrace Managed instance and experience issues with a firewall blocking incoming requests to the REST API of your Dynatrace Managed server, you can route these API calls through an already existing MID server.
To use a proxy for all ServiceNow Dynatrace API requests, go to Service Graph Connector for Dynatrace > Environments and select one of your configured MID servers.
Note: You can define different MID servers for different Dynatrace environments.
Verify your configuration in ServiceNow
After you finish configuring your application you can verify the setup and identify any potential problems in Service Graph Connector for Dynatrace > Support.
Example of a configuration issue:
If there were no problems with the setup process, you'll get a message that "No issues were found in your configuration".
CMDB Integration flow
Class mapping hierarchy
If your ServiceNow instance has IT Operations Management (ITOM) enabled, all single events within a Dynatrace correlated problem can be pushed to your ServiceNow ITOM events table (
How it works
ITOM pushes all the events of a problem detected by Dynatrace to the ServiceNow ITOM event API. Events integration doesn't require downloading any application and can be enabled in the UI.
The ServiceNow ITOM module and license need to be active to use this integration option.
In the Dynatrace menu, go to Dynatrace > Settings > Integration > Problem notifications > Set up notifications, and select ServiceNow.
On the Set up ServiceNow integration page, enter the requested information according to the indications on that page and enable Send incidents into ServiceNow ITOM.
Note: In the Description field you can customize the text message associated with the problem notifications by combining any of the placeholders from the list below the description field in an order that's relevant to you.
Select Send test notification.
After enabling the push of ITOM events, all events for any problem detected by Dynatrace are automatically pushed to the ITOM event API.
Each host-based event has the node name and IP attached, as well as important severity information.
You 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) in the
correlation_idfield. If the default ITOM Configuration Item (CI) mapping isn't able to match a CI by its node name, this
correlation_idis used to automatically map detected CIs.
Events Integration flow
To allow Dynatrace to report discovered CIs in your CMDB, verify that the discovery data source
SG-Dynatrace exists. To do this:
- Go to System Definition > Choice Lists.
- In the
=SG-DYNATRACEand run a search.
- If you get no results, select New.
- Create a new entry with the following details:
Configuration Item [cmdb_ci]
If the hosts, process groups, services, and applications still don't show up in CMDB, check the ServiceNow system log for error messages within the identification engine. It might be that a non-standard CMDB-type attribute has been defined as a mandatory field.
When Dynatrace-monitored servers aren't showing up in the CMDB, verify that:
- Host synchronization has been enabled in the ServiceNow settings.
- The Dynatrace URL and API token have been correctly entered in the environments table of ServiceNow.
- The self-check has been run on the Support page in the ServiceGraph Connector for Dynatrace.
SG-DYNATRACEhas been defined as a discovery source.
- No errors have been logged in the system by the ServiceNow identification engine.
- The identification log doesn't state anything about a customer-defined mandatory field that might be missing during the Dynatrace CMDB import.
Note: Upgrading from a previous version of the integration application doesn't automatically delete the CIs from your CI table. If you want to start from scratch, you will need to do it exclusively via a background script, or filter CIs by
SG-DYNATRACE, and delete it from the CI table manually. We don’t recommend that you do this in your ServiceNow PROD instance, because historical incidents and events might be referencing it and data would be lost.
This can happen because of the following reasons:
- The Send events into ServiceNow ITOM button hasn't been enabled in Dynatrace.
- The user enabling the integration doesn't have the
- Go to Service Graph Connector for Dynatrace > Settings and check if the synchronization of hosts, processes, services and applications is enabled.
- In ServiceNow, enable
Debugin Settings and check System Logs > Application logs and System Logs > Errors.
- Verify that the Dynatrace Incident Integration is correctly set up in Dynatrace.
- Trigger a push from Dynatrace and check if the test entry is created under Dynatrace > Problems in ServiceNow.
- If the problem is registered in the Problems import set table, but a corresponding incident entry isn't created, check for Problem to Incident Transformation Map and other errors.
- Check for mandatory fields left empty during the transformation between problem entry and incident creation.
- If there's no server with the same name, search for a server that has the Dynatrace Entity ID (for example,
HOST-12121212) set within the CMDB CI attribute
- Check if the Service Graph connector is downloaded, and the setup for CMDB Integration.
- Check if the Dynatrace ID sync field in ServiceNow is
For your Dynatrace instance to communicate with ServiceNow, you must provide ServiceNow with a list of Dynatrace IPs that will be allowed to send information to ServiceNow. Dynatrace servers are distributed throughout various regions. The best way to ensure that you get the right IP addresses for your region is to look up the IP addresses by running the
nslookup command. You must first create your environment in Dynatrace and then execute
Optionally, you can review the OneAgent download page to see the IP addresses for your region.
- Dynatrace sends all detected problems into the ServiceNow incident table (
- All single events that are correlated with a Dynatrace-detected problem are sent to the ITOM event table (
- The relationship between a CI and a Dynatrace-detected problem is sent into the CIs Affected table (
- If enabled, Dynatrace synchronizes all auto-discovered web services into the CMDB application services table (
- All hosts and process groups running on those hosts are synchronized into the CMDB server table and derived Linux and Windows server tables (
cmdb_ci_server), and into the process groups related tables in ServiceNow (
Dynatrace introduces one scheduled job that pulls a subset of the topology information from Dynatrace Smartscape at 10-minute intervals. The SG-Dynatrace scheduled job pulls all web application information, along with their relation to software services, all host and process group information, and all software services and relationships. The information pull is performed using the official Dynatrace REST API.
Incidents are imported through an import set table (
x_dynat_ruxit_problems). You can reconfigure the default transformation map Problem to Incident Transformation Map to route the information to different tables or fields.
The Dynatrace ServiceNow application is built entirely on the public Dynatrace API and uses a subset of this information by default. We recommend using the ServiceNow Dynatrace application as a starting point, and customizing information retrieval based on your requirements. You can also fetch detailed near real-time metrics for each of your Dynatrace monitored configuration items using the Dynatrace API.
Deduplication is done through ServiceNow CMDB Identification and Reconciliation. Custom CI identification rules are used to merge identical CIs based on a given attribute (for example, host names).
Multiple Dynatrace environments can be configured within the Dynatrace environments table in ServiceNow.