Create Incidents Automatically:
Configure ServiceNow to automatically create incidents based on alerts from Dynatrace.
Assign Groups or Users:
Assign these incidents to specific groups or users based on the alert's severity, component, or other criteria. This can be done using business rules or workflows.
Why Knowledge Articles Might Not Be Ideal:
Real-time Actions:
Knowledge articles are primarily for storing information, not for triggering immediate actions.
Dynamic Routing:
Routing alerts requires real-time decision-making based on various factors, which is better handled by workflows and rules.
Automation:
Knowledge articles don't provide the necessary automation capabilities for incident creation and assignment.
