Dynatrace and ServiceNow Incident Integration

[VasudhaP]

Hi,

We have recently integrated Dynatrace with ServiceNow platform and are facing the below issues:

1. We are unable to set the incident priority in ServiceNow for all the auto-generated incidents pushed from Dynatrace. Can you help us understand how can we map Dynatrace severity to ServiceNow incident severity so that they get assigned to right priority automatically according to the incident impact? (Note: We are only using the Dynatrace Incident Integration)
2. Currently the incident description field is getting updated with the latest Dynatrace Problem Details( as soon as the problems gets resolved on Dynatrace the field gets updated). We do not want the description field to get updated/modified once after the incident is created. How can we achieve that?

Awaiting your help on this!

Kind Regards,

Vasudha  

[Vasantharajan N]

You can customize the transform map "Problem to Incident Transformation" which is part of this integration as per your requirement. 

[VasudhaP]

Hi Vasantharajan,

What customization exactly has to be done in the transform map?

Regards,

Vasudha

[Vasantharajan N]

Check the field mapping in the transform map between the staging table and incident table and make the changes accordingly as per your requirement. 

Note: I don't have environment to tell you the exact customization.

[ersureshbe]

Hi, Create a transform 'OnBefore' / 'Oncomplete' and create the below like below.

target.Field_name = source.u_field_name

define the correct field name of the source and target table. Once it's done use REST API explorer and test it.

Define the order of 'Transformation script 'as well.