DynatraceMetrics Instance Connector Configured but No Metrics Received in ServiceNow

kaiosilva · ‎03-06-2025

I have SGO-Dynatrace configured in my environment and recently set up the Instance Connector for DynatraceMetrics. The URL and token are correct, and when testing the connection, it returns success.

However, metrics from Dynatrace are not arriving in ServiceNow. From what I’ve seen in some implementations, these metrics should be recorded in the event table [em_event], but nothing is being received there.

Has anyone encountered this issue before or has any tips on how to troubleshoot and resolve it? Are there any logs or additional configurations I should check?

Thanks!

Viraj Hudlikar · ‎03-07-2025

Hello @kaiosilva

For 2 -> This log indicates that the connector is skipping the metric fetch for configuration items (CIs) that are not classified as hosts. This could be a key reason why you're not seeing the expected metrics. It suggests that the current configuration might be set to only fetch metrics for host CIs.

Ensure that the CIs you expect to receive metrics for are correctly classified as hosts in Dynatrace and ServiceNow. If they are not, you might need to adjust the classification or update the connector configuration to include other types of CIs.

Check the configuration settings of the DynatraceMetrics connector to see if there are options to include non-host CIs. This might involve modifying the connector's data source settings or updating the filters used for metric collection.

Try to involve Dynatrace expert so they might suggest which might be getting overlook by you.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

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Viraj Hudlikar · ‎03-06-2025

Hello @kaiosilva

Do refer this article

Also check on below points:

-> Ensure that the scheduled data import jobs for the Dynatrace Service Graph Connector are running correctly. These jobs are responsible for importing data from Dynatrace into ServiceNow.

->Do check that the Event Management configuration in ServiceNow is set up to receive and process events from Dynatrace. This includes verifying that the correct event rules and policies are in placed.

->Check the logs in both Dynatrace and ServiceNow for any errors or warnings that might indicate why the metrics are not being received. In ServiceNow, you can look at the system logs and the logs specific to the Dynatrace connector.

->Do check the data source configuration in ServiceNow to ensure that it matches the expected format and settings for the data being sent from Dynatrace

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

kaiosilva · ‎03-06-2025

Thank you for your response! I will check all these points and get back with the results as soon as possible.

Currently, I received an event with the following description:
"Mid server is not receiving metrics. Ensure that you have policies for the matching CIs, or, if working with connectors, there are no errors when collecting metrics."

Viraj Hudlikar · ‎03-07-2025

Hello @kaiosilva

For configuration steps check below video and check if any step is missing.

https://youtu.be/mulXNW3lkQA?si=ZFf4WLT-nlYPdDOU

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

kaiosilva · ‎03-06-2025

Observation: I do receive an event with the following description:
"Mid server is not receiving metrics. Ensure that you have policies for the matching CIs, or, if working with connectors, there are no errors when collecting metrics."