Dynatrace integration in Integrations

Dynatrace integration

Feed observability and events into ITOM.

Quick answer

Feed Dynatrace problems and events into ServiceNow Event Management so they correlate to CIs and open incidents automatically, a real-time observability-to-ITOM pipeline.

Key takeaways

Prerequisites
Step 1, Prepare the ServiceNow event endpoint
Step 2, Create a Dynatrace problem notification
Step 3, Map the payload to an event
Step 4, Bind events to CIs

Feed Dynatrace problems and events into ServiceNow Event Management so they correlate to CIs and open incidents automatically, a real-time observability-to-ITOM pipeline.

Prerequisites

ServiceNow: admin, the Event Management (ITOM) plugin, and a populated CMDB.
Dynatrace: admin access to create an API token and a problem notification.

Step 1, Prepare the ServiceNow event endpoint

Confirm the Event [em_event] web service is available (/api/global/em/jsonv2).
Create an integration user with the evt_mgmt_integration role.

Step 2, Create a Dynatrace problem notification

In Dynatrace Settings → Integration → Problem notifications → Custom integration.
Set the URL to your ServiceNow event API and Basic Auth to the integration user.

Step 3, Map the payload to an event

POST /api/global/em/jsonv2
{
  "records": [{
    "source": "Dynatrace",
    "event_class": "Dynatrace",
    "node": "{ImpactedEntityNames}",
    "resource": "{ProblemDetailsText}",
    "type": "{ProblemImpact}",
    "severity": "{ProblemSeverity->1-5}",
    "description": "{ProblemTitle}",
    "message_key": "{ProblemID}"
  }]
}

The message_key keeps updates/closes tied to the same event (auto-close when Dynatrace resolves).

Step 4, Bind events to CIs

Ensure node/resource match a CI name or FQDN so Event Management binds the event to the right CI and service.
Add event rules to normalise severity and map to CIs where names differ.

Step 5, Alert & incident rules

Configure Alert rules so qualifying events become Alerts.
Add an incident creation rule for high-severity alerts, populating the affected CI and service.

Step 6, Test & monitor

Trigger a synthetic Dynatrace problem; confirm an event, then alert, then incident appears in seconds and auto-closes on resolution.
Watch Event Management → All Events and the alert console.

Always route signals through Event Management (not straight to Incident) so they de-duplicate and correlate to CIs instead of creating noise.

Quick check

+0 XPStreak ×0

Question 1 of 2

Where should Dynatrace events land in ServiceNow?

Frequently asked questions

What does the term - Dynatrace integration refer to in ServiceNow?

Feed Dynatrace problems and events into ServiceNow Event Management so they correlate to CIs and open incidents automatically, a real-time observability-to-ITOM pipeline.

What is worth remembering about - Dynatrace integration in practice?

The message_key keeps updates/closes tied to the same event (auto-close when Dynatrace resolves).

What is another point to note about - Dynatrace integration?

ServiceNow: admin, the Event Management (ITOM) plugin, and a populated CMDB. Dynatrace: admin access to create an API token and a problem notification.