Dynatrace integration

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.

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

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

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

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).

• 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.

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

• 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.