DataDog Integration is setting a field on Incident - don't know why

Sue Frost
Giga Guru

‎04-18-2024 12:06 PM

We are setting up an integration with DataDog to create Incidents.

Everything looks fine except there is one custom field (u_major_incident) that is being set even though it appears nowhere in the Datadog work. (It's the field to flag the Incident as a Major, because of course it is.)

The only functionality in ServiceNow that sets the Major Incident field is a UI Action. 

 

I don't think this is a ServiceNow issue, but I can't be sure so I'm reaching out.

 

Datadog payload:

SueFrost_0-1713467103370.png

 

Is anyone familiar with DataDog? Is there something in the integration that we could be overlooking?

 

TIA.

 

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James Chun
Kilo Patron

‎04-18-2024 01:05 PM

Hi @Sue Frost,

 

Haven't done a DataDog integration before, but only the fields that are listed in the payload should be populated/mapped.

 

Instead, it could be due to some configurations within ServiceNow. Can you check the following configurations:

  • Default value on the custom field
  • Server script (e.g. Business Rule) or Workflow/Flow that is setting the value
    • To validate this, you can create an Incident via Table REST API. Within the payload, do not populate the custom field and see what happens after it's created. If the field is populated, there is some logic in ServiceNow that is populating the field

Cheers

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