Connector Onboarding Guide for Service Graph Connector for Observability - Dynatrace

SwaroopJoshi · ‎08-10-2025

Purpose of Onboarding Service Graph Connector for Observability - Dynatrace

Service Graph Connector for Observability Dynatrace has been used to ingest CI data, events, metrics, and logs from Dynatrace into the ServiceNow instance.

Note: The Service Graph Connector for Observability - Dynatrace provided by ServiceNow is different from the Service Graph Connector for Dynatrace provided by Dynatrace.

Before you begin -

Install Service Graph Connector Central and Service Graph Connector for Observability - Dynatrace version 1.13.0 from the ServiceNow Store. For ServiceNow Store installation steps, see Install a ServiceNow Store application.
Role required: cmdb_inst_admin or admin

Configuration Steps -

Navigate to Workspaces>CMDB Workspace.
In the CMDB Workspace, select SGC Central.
On the Overview page, select Create connection. (Tip: Alternatively, you can configure default connection from All connections enlisted under Drafts tab)
If you are configuring Dynatrace default connection from All connections enlisted under Drafts tab, follow this step otherwise skip it and go to step 5.
1. Update variable value access.
  1. Click on Update access.
  2. Select the Global scope from the application picker.
  3. In the Application Access related list, select the Can create, Can update, and Can delete check boxes, and then select Update.
  4. Select the application scope associated with the connector from the application picker.
  5. Click on Continue to proceed to the next step.
2. Clear Cache.
  1. Click on Run clear cache.
  2. In the Run script text box of the background script page, enter the following script:
```
GlideTableManager.invalidateTable('sys_data_source'); 
GlideCacheManager.flushTable('sys_data_source');
GlideTableManager.invalidateTable("scheduled_import_set"); 
GlideCacheManager.flushTable("scheduled_import_set"); 
GlideTableManager.invalidateTable("sys_variable_value"); 
GlideCacheManager.flushTable("sys_variable_value"); 
GlideTableManager.invalidateTable('sys_db_object'); 
GlideCacheManager.flushTable('sys_db_object');
```
  3. Select Run Script to run the background script in the Global scope. The script may take several minutes to execute.
  4. After the script is executed successfully, select the application scope associated with the connector from the application picker.
Prerequisites section -
1. Enable script access for event management
2. Click on Enable script access.
  1. Select the Global application scope from the application picker.
  2. From the context menu, select Insert and Stay.
  3. Verify the EvtMgmtImpactManagerMediator script was copied to the Global application scope and the Accessible from field was set to All application scopes.
3. Continue to the next step from the original window.

Setup section.

Create and test connection -
1. Enter the connection details such as Connection name, Hostname, and API key having the prefix 'api-token'.
2. Click on Create and test connection and continue to the next step after the successful completion.

Set configuration properties -

Configure properties such as Management zone Ids, Management zone names, Service Types, and Tags to access resources.

Field	Description
Management zone Ids	List of the management zone IDs to fetch from your Dynatrace environment. For multiple entries, separate the zone IDs with commas.
Management zone names	List of the management zones to fetch from your Dynatrace environment. For multiple entries, separate the zone names with commas.
Service types	List of the Dynatrace service types from where to ingest the data into the CMDB. For multiple entries, separate the service types with commas. Note: All service types except for DATABASE_SERVICE are mapped to the Calculated Application Service [cmdb_ci_service_calculated] CMDB table. The DATABASE_SERVICE service type is mapped to the Database Instance [cmdb_ci_db_instance] CMDB table. Valid values are: 1. BACKGROUND_ACTIVITY 2. CICS_SERVICE 3. CUSTOM_SERVICE 4. DATABASE_SERVICE 5. ENTERPRISE_SERVICE_BUS_SERVICE 6. EXTERNAL 7. IBM_INTEGRATION_BUS_SERVICE 8. IMS_SERVICE 9. MESSAGING_SERVICE 10. QUEUE_LISTENER_SERVICE 11. RMI_SERVICE 12. RPC_SERVICE 13. WEB_REQUEST_SERVICE 14. WEB_SERVICE
Tags	List of the tag names to fetch from your Dynatrace environment. For multiple entries, separate the tags with commas.

If you want to save the response from Dynatrace as an attachment or if the payload size exceeds 10MB, enable this option by setting it to true. Otherwise, leave it as is to read the response as a data stream.

Configure Observability (Optional) -
1. To enable Dynatrace notifications as events in your ServiceNow instance, select Create problem notification.
  Note: The created records appear in the Dynatrace application under the display name ServiceNow default Problem notification and can be customized.
2. Dismiss any success alerts and select Continue.
3. To skip this step, select Skip for the Configure observability activity.
Set up OAuth for Dynatrace Grail (Optional) -
1. To enable Dynatrace logs and metrics from Dynatrace grail enabled tenant into your ServiceNow instance, configure mentioned fields such as Connection name, Connetion URL, OAuth Client ID, OAuth client secret, OAuth token URL etc.
2. Click on Create and test connection and Continue to the next step after the successful completion.
3. To skip this step, select Skip for the Set up OAuth for Dynatrace Grail activity.
Configure Import Schedule -
1. In the Setup stage of the playbook, select the Configure import schedule activity.
2. Expand the Parent scheduled data import within the Import schedules list to select the SGO-Dynatrace Hosts - Connection Name import schedule.
3. Select the Active check box, and then fill in the run schedule and time details. For more information, see Schedule a data import.
4. Select Save. (Alternatively, select Execute Now to execute the import schedule immediately.)
5. Select Continue.
Confirm connection creation -
1. Select the View all connections to verify whether the connection was created.

Ian N

Please confirm: 6. Setup, section 1. Create and test connection -

The API key prefix contains a space ‘api-token ‘

Thanks.