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

[taoridikassim]

HI Jawaharial,

Does the Servicenow DynaTrace Integration works with Geneva or Helsinki family?

Thanks,

TK.

[nehruvj]

Hi TK,

I didn't get chance to check in Geneva and latter. But should work without any issues as I didn't use any core object and using only REST. If you get any issues, please let me know.

Thanks and Regards,

Jawaharlal Nehru Vaiyapuri

[taoridikassim]

Thanks. I'll let you know.

[nehruvj]

Harshan,

Please mark this as answered.