ITOM/ITSM Integration for Datadog plugin is unavailable for my instance

[gokulsrajan]

Hi Community,

I am trying to integrate Datadog with ServiceNow, but I am facing an issue where the ITOM/ITSM Integration for Datadog plugin is unavailable in my instance.

Because of this, I am unable to proceed with setting up Datadog alert/event integration or incident creation. I checked the ServiceNow Store and plugin list, but the Datadog ITOM/ITSM integration does not appear as available.

Details:

• Instance type: (PDI / Dev / Non-Prod / Prod)

• ITSM availability: Not enabled / Limited

• Goal: Datadog → ServiceNow alert or incident integration

Could someone please clarify:

1. Is this plugin restricted to instances with specific ITOM/ITSM licenses?

2. Is the Datadog integration supported on PDI or non-licensed instances?

3. Are there any alternative supported approaches (webhooks, custom tables, scripted REST APIs) when ITSM is not available?

Any guidance or documentation references would be greatly appreciated.

Thanks in advance.

— Gokul Sowrirajan

[Mark Manders]

Your screenshot literally gives you the answer: it's not available for your instance. 

Your 'details' give every possible instance except 'demo'. So on what kind of instance are you trying to install it. Also: if you don't have ITSM, how do you want to integrate it with Incident mgt? What is installed on the instance? 
Checking the Store: it's a free app for Zurich, Yokohama and Xanadu instances that either have ITSM or ITOM installed.

[Dr Atul G- LNG]

Hi @gokulsrajan 

You’re trying to use this plugin in PDI, but it’s a Store app that isn’t available in PDI. So technically, it isn’t possible to get it on PDI. To use this app, you need a licensed instance.

[Nayan ArchX]

Why You Can’t Find the Datadog ITOM/ITSM Integration Plugin

1. Plugin Requires ITSM or ITOM Licensing

The Datadog ITOM/ITSM Integration (from the ServiceNow Store) generally requires that your instance has:

• ServiceNow ITSM (Incident / Event Management) enabled, and

• Sometimes ITOM Event Management licensed/activated.

If your instance is a PDI / Dev / non-prod with no ITSM or limited Event Management, the plugin may not appearbecause:

• The Store filters plugins based on your active licenses,

• Or the plugin has prerequisites (Event Management + Incident Management) that aren’t met in your instance.

💡 Yes — it’s typically restricted to instances that have those applications licensed and activated.

1. Custom Scripted REST API in ServiceNow

Create a custom Scripted REST API in ServiceNow to receive Datadog events/alerts.

Flow:
Datadog → HTTP(S) webhook → ServiceNow Scripted REST →
→ Create Incident / Event / Custom Record

Pros:

• Full control of logic

• Works without ITSM or ITOM plugins

Cons:

• You must define mapping (Datadog payload → SN fields)

• You write and maintain scripts

Useful if:

• You don’t have Incident Management,

• You want to populate custom tables or process events differently.

---

✅ 2. Inbound Email Actions

Datadog can send alerts via email. You can configure:

• Datadog alert notifications → ServiceNow email address

• Then rely on ServiceNow Inbound Email Actions to create records.

Pros:

• No Store plugin needed

• Easy to trigger without ITOM

Cons:

• Email parsing can be fragile

• Less structured data than JSON

---

✅ 3. IntegrationHub / Flow Designer + Webhooks

If you have:

• IntegrationHub

• Flow Designer

You can build flows that:

• Accept Datadog webhook calls

• Create/transform records

This is similar to a scripted REST API but UI-driven.

---

✅ 4. Custom MID Server + Orchestration (More Advanced)

If you do have some on-prem or orchestration components, you can use MID Server scripts to pull events and create records.

This is usually more complex and less relevant if you simply want alerts → incidents.

Recommended Path (If You Don’t Have ITOM/ITSM)

1. Create a Scripted REST API in ServiceNow

2. Configure Datadog webhook to call it

3. Parse alert payload

4. Create Incident or Custom Record

5. Test & log errors

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!

Thanks

Nayan Patel

IT ServiceNow Consult, ServiceNow ArchX

If my response has resolved your query, please mark it Helpful by giving it a thumbs up and accept the Solution