Integration Scenario Help !!!

[SandeepKSingh]

Scenario (Question):
My organization wants to integrate ServiceNow Event Management with a third-party Monitoring Tool (Dynatrace) and an ITSM tool (Jira Service Management).

The requirements are:

1. Inbound events from Dynatrace → ServiceNow must automatically create correlated alerts, linked to the correct CI in CMDB.

2. Enriched alerts → Jira Service Management should create an incident ticket only if the alert is critical (Priority = 1). Updates in ServiceNow (like resolution notes, state changes) must sync back to Jira.

3. No duplicates should be created even if the same Dynatrace event is resent.

4. Data security: credentials must not be hardcoded, and the integration must comply with audit logging.

[Ankur Bawiskar · Accepted solution]

@SandeepKSingh 

Dynatrace becomes part of Event management module.

Did you check docs?

Integrate Dynatrace platform events 

JIRA -> Is a separate tool

Check docs and there is a JIRA Spoke available (paid one) and also check these videos

Jira Spoke 

How To - Configure a bi-directional integration with Jira with integrationHub and Flow Designer 

ServiceNow Integration with JIRA | How to integrate ServiceNow and JIRA 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Dr Atul G- LNG]

Hi @SandeepKSingh 

I strongly recommend that you go through the ITOM Suite training on Now Learning, where many relevant documents and resources will be available.

https://learning.servicenow.com/lxp/en/pages/lxp-search?id=search&q=ITOM&spa=1

[Ankur Bawiskar · Accepted solution]

@SandeepKSingh 

Dynatrace becomes part of Event management module.

Did you check docs?

Integrate Dynatrace platform events 

JIRA -> Is a separate tool

Check docs and there is a JIRA Spoke available (paid one) and also check these videos

Jira Spoke 

How To - Configure a bi-directional integration with Jira with integrationHub and Flow Designer 

ServiceNow Integration with JIRA | How to integrate ServiceNow and JIRA 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@SandeepKSingh 

Thank you for marking my response as helpful.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ravi Gaurav · Accepted solution]

@SandeepKSingh 

You can follow the below cut out from ITOM Guided setup

ServiceNow ITOM Configurations

1. Event Ingestion

   • Use Event Connector (via MID Server REST or Dynatrace Event Push API).

   • Normalize Dynatrace payload into Event Management fields.

   • Apply Event Rules for mapping/severity.

2. CI Binding & Deduplication

   • Configure Identifier Mapping (entityId → CMDB sys_id).

   • Define Deduplication Rules: same CI + same metric = one alert.

3. Outbound to Jira

   • Use IntegrationHub Spokes or custom REST outbound.

   • Flow Designer logic:

     • Trigger only if Alert Priority = 1.

     • Create incident in Jira.

     • Store Jira ticket ID on the alert record.

4. Two-way Sync

   • Inbound: Jira → ServiceNow updates (comments, state) via webhooks.

   • Outbound: ServiceNow → Jira update flows (work notes, closure).

   • Loop prevention: Use a flag field (u_synced) to avoid infinite update loops.

5. Security & Audit

   • Store credentials in Credential Records (or Credential Vault).

   • MID Server handles auth securely.

   • Enable IntegrationHub Audit logs to track all payloads.