Dynatrace Integration With ServiceNow

[harshaa]

Hey,

I am facing a typical situation with regards to this Integration. Let me briefly put the scenario below

1. Dynatrace is an APM tool using REST architecture (XML message format) . I have to integrate it with ServiceNow.   It is a bi-directional integration with both the tools having their Service Accounts in each other for authentication and communication.

2. Dynatrace uses ServiceNow alert plugin to trigger incidents in ServiceNow instance. Here we give the   incident WSDL url along with the Dynatrace credentials (service   account) for triggering incidents in ServiceNow. The respective incidents should be updated from Dynatrace incase of any updates (or autoresolve in Dynatrace).

3. Now after the ticket has been resolved, ServiceNow has to update the Dynatrace that it is resolved and the particular application can resume it services (we have a service account to communicate with Dynatrace).

MY QUESTION IS,

--What is the best way to pursue this integration ?   For outbound from ServiceNow, I think we can use REST outbound (or you can suggest other best approaches) .  

--But for Inbound into Servicenow (to trigger or update tickets), what can be the best approach. Can we make use of import sets? Can we make use of Webservices scripting ? Or there is any other method like REST plus JSON   along with some HTTP methods ?

Please do suggest some valuable insights so that I can pursue this integration perfectly.

Thanks,

Harsha

[michael-dynatra]

Hi Harshan,

We've recently developed two plugins with our customers and partners to help accelerate integration between Dynatrace App Monitoring and ServiceNow. We will be publishing these soon into our GitHub repository but would be glad to work with you to give you early access. Send a note to isvintegrate (at) dynatrace (dot) com and we'll add you to the program.

The first addresses 2) above to provide a simple way to send alerts into the ServiceNow standard API interfaces. This is a simple "publish and forget" designed to provide one-way outbound notification from Dynatrace.

The second addresses both 2) and 3) by providing a custom API in ServiceNow and the ability to close the incident on the Dynatrace side. We are certifying this component now with ServiceNow and working to extend it for our DataCenter Real User Monitoring product as well.

Look forward to hearing from you.

--Michael

[harshaa]

Thank you Michael. I have the first plugin configured within Dynatrace. I do not know about the second one you are speaking. But I would be glad to test it here. If you provide you email through which we can cotact, I think we can fasten the process. Thank You.

[Rick Marsha]

Michael, has there been any progress on a ServiceNow connector for APMaaS yet? I recently built a custom app using SOAP for an integration, but I'd prefer to use a vendor-provided one whenever possible.

BTW- I'd be happy to discuss my connector with you for the sake of getting a customer perspective if you'd like. I found it extremely 'challenging' to integrate these platforms, and accumulated a few tips along the way.

Thanks,

-Rick

[nehruvj]

Hello,

Please refer the below link for ServiceNow dynaTrace integration.

ServiceNow Share