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    - australia

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---

# Observability vendor entity mappings

# Observability vendor entity mappings for Service Observability {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of Observability vendor entity mappings for Service Observability

ServiceNow Service Observability integrates with various observability vendors to map and display metrics for services, hosts, databases, and network components on its dashboards.
This mapping uses key:value pairs defined in configuration rules, enabling Service Observability to query vendor resources and present relevant data.
Each vendor has specific methods and APIs for retrieving these entities, and the mappings ensure accurate correlation between ServiceNow entities and vendor resources.
Show full answer Show less  

## Vendor-Specific Entity Mappings

* **Amazon CloudWatch:** Uses AWS GetResources API. Maps API Gateway, ELB, Lambda, EC2 hosts, and RDS databases to corresponding Service Observability dashboards.
* **AppDynamics:** Retrieves resources via entityName property from AppDynamics APIs. Maps applications, server nodes, MySQL, and PostgreSQL databases.
* **Azure:** Uses Azure ResourceGraph API. Maps cloud services, web sites, virtual machines, and MySQL/PostgreSQL databases to observability categories.
* **Datadog:** Uses Software Catalog and Hosts APIs; filters MySQL and PostgreSQL databases by specific metrics. Services without metadata must be mapped by service name tags. Default dashboards depend on trace.http.request metrics but can be customized.
* **Dynatrace:** Supports both Classic and Grail (DQL) queries with separate data connections; falls back from Grail to Classic. Maps services, hosts, and MySQL/PostgreSQL databases.
* **LogicMonitor:** Uses Get Devices API filtering by entity properties. Maps services, physical/virtual hosts, and MySQL/PostgreSQL databases based on specific property values.
* **New Relic:** Maps application services, hosts, and MySQL/PostgreSQL databases.
* **Prometheus:** Maps applications, server nodes, and MySQL/PostgreSQL databases.
* **SolarWinds:** Maps application services, hosts, firewall, load balancers, network interfaces, and other network devices. Defaults use Palo Alto firewall and F5 load balancer keys, but templates can be customized. Custom properties in mappings are optional but restrict returned entities if used.
* **Splunk:** Uses Splunk Metric time series Metadata API, searching custom properties first then fallback to dimensions. Filters by metrics for application services, hosts, and MySQL databases. PostgreSQL is not supported.
* **Zabbix:** Categorizes all monitored entities as hosts but differentiates entities via metadata keywords in tags and groups. Keywords are used to classify applications, hosts, databases, firewalls, load balancers, network devices, and more. Default dashboards use standard Zabbix keys; customization is needed for custom keys.

## Key Practical Considerations for ServiceNow Customers

* Configure key:value mapping rules carefully to ensure ServiceNow queries the correct vendor resources and displays accurate metrics.
* Be aware of vendor-specific APIs and filters used to retrieve entities, which impact what data is available on dashboards.
* For vendors like Datadog and Zabbix, metadata presence and keyword matching are critical to entity mapping; manual mapping or customization may be needed if metadata is missing or custom keys are used.
* Default dashboard templates rely on specific metrics; if your environment does not emit these, customize dashboards accordingly to surface relevant data.
* Networking components mapped via SolarWinds and Zabbix default to Palo Alto and F5 keys; to monitor other devices, update dashboard templates as instructed.
* Using custom properties in mappings can restrict returned entities, so configure mappings aligned with your metadata strategy.

This integration framework empowers ServiceNow customers to unify observability data from multiple vendors into cohesive dashboards, enhancing visibility into service health and infrastructure performance across diverse environments.  
Understand how Service Observability maps service, host, and database entities to your observability vendor resources.

Service Observability displays metrics from your observability vendor for services, hosts, databases, and network components on the Observability dashboards based on the key:value pairs in the [mapping rules you create](https://www.servicenow.com/docs/hjP4ZbkC0zTgcpJfHmjmWg "Map your services to the data from a connected external observability vendor instance, and view it in charts for the service.") during configuration. Service Observability sends a request to the observability vendor using that mapping as a filter to find related entities. Any additional filtering needed to find the entities is noted in the following sections.

## Amazon CloudWatch entity mapping {#apm-vendor-entity-mappings__section_zzt_3ff_yfc}

Resources are returned using the AWS `GetResources` API.
{#apm-vendor-entity-mappings__table_stx_hq2_yfc__entry__3}

| Service Observability entity category | Service Observability entity dashboard | AWS resource |
|-|-|-|
| Application | API Gateway - HTTP | API Gateway HTTP APIs |
|   | API Gateway - REST | API Gateway REST APIs |
|   | ELB | ELB application load balancers |
|   | Lambda | Lambda functions |
| Compute | Host | EC2 instances |
| Databases | RDS | RDS database instances |
[ ]

{#apm-vendor-entity-mappings__table_stx_hq2_yfc}

## AppDynamics entity mapping {#apm-vendor-entity-mappings__section_tc5_hnv_wgc}

Resources are returned using the value of the `entityName` property.
{#apm-vendor-entity-mappings__table_d4b_zpv_wgc__entry__3}

| Service Observability entity category | Service Observability entity dashboard | AppDynamics resource |
|-|-|-|
| Application | Service | AppDynamics applications returned by the `/controller/rest/applications/` API |
| Compute | Host | Server nodes for applications returned by the `/controller/sim/v2/user/machines/keys/` API |
| Databases | MySQL | MySQL database instances returned by the `/controller/rest/databases/collectors/` |
|   | PostgreSQL | MySQL database instances returned by the `/controller/rest/databases/collectors/` |
[ ]

{#apm-vendor-entity-mappings__table_d4b_zpv_wgc}

## Azure entity mapping {#apm-vendor-entity-mappings__section_rzg_mff_yfc}

Resources are returned using the Azure `ResourceGraph` API.
{#apm-vendor-entity-mappings__table_wzg_sff_yfc__entry__3}

| Service Observability entity category | Service Observability entity dashboard | Azure resource |
|-|-|-|
| Application | Service | * `Microsoft.Compute/cloudServices ` * `Microsoft.Web/sites ` |
| Compute | Host | `Microsoft.Compute/virtualMachines ` |
| Databases | MySQL | * `Microsoft.DBforMySQL/servers ` * `Microsoft.DBforMySQL/fle`++xibleServers++` ` {#apm-vendor-entity-mappings__ul_urb_dlf_yfc} |
|   | PostgreSQL | * ++Microsoft.DBforPostgreSQL/servers++` ` * `Microsoft.DBforPostgreSQL/flexibleServers ` {#apm-vendor-entity-mappings__ul_lxg_flf_yfc} |
[ ]

{#apm-vendor-entity-mappings__table_wzg_sff_yfc}

## Datadog entity mapping {#apm-vendor-entity-mappings__section_ez5_sff_yfc}

{#apm-vendor-entity-mappings__table_cnw_jkf_yfc__entry__3}

| Service Observability entity category | Service Observability entity dashboard | Datadog resource |
|-|-|-|
| Application | Service | Entities returned from the Software Catalog: List Entities API |
| Compute | Host | Hosts returned from the Hosts: List Hosts API |
| Databases | MySQL | Databases returned by filtering the `mysql.net.max_connections` metric, filtered by the provided key:value pair in the data mapping. Note: If your databases don't emit this metric, they aren't mapped. |
|   | PostgreSQL | Databases returned by filtering the `postgresql.connections` metric, filtered by the provided key:value pair in the data mapping. Note: If your databases don't emit this metric, they aren't mapped. |
[ ]

{#apm-vendor-entity-mappings__table_cnw_jkf_yfc}  
Items of note:

* Service entities: The `Software Catalog list entities` API only returns data for services that include metadata. If you want to map services that don't include metadata, you must create a mapping using `service` as the tag and the name of the service as the value.  
  For example, say you have a service named `internet-banking-4` that you want to use in a mapping and it doesn't contain metadata. You set up the mapping as shown in this screenshot.Figure 1. Datadog mapping if no metadata is present
* Default dashboard templates: The Requests, Errors, and Latency charts on the Overview and Observability dashboard templates are created using the Datadog `trace.http.request` trace metric. If a service isn't emitting that metric, no data is found. You can customize the template to use a different trace metric query. See [Customize Service Observability dashboard templates](https://www.servicenow.com/docs/njZA8Q4GktqeBe7OgqAJBw "You can customize the Service Observability dashboards on both the Overview and Observability tabs of the Service Details page. You can change or add metrics and related data to fit your business needs.") for more information.
{#apm-vendor-entity-mappings__ul_jnq_xnf_yfc}

## Dynatrace entity mapping {#apm-vendor-entity-mappings__section_dkd_xff_yfc}

You can use either the Dynatrace Classic query or Grail (DQL) query, however both require separate data connections. For Grail queries, Service Observability first queries the Grail data source and if not found, will fall back to a Classic query.
{#apm-vendor-entity-mappings__table_swf_kkf_yfc__entry__3}

| Service Observability entity category | Service Observability entity dashboard | Dynatrace resource |
|-|-|-|
| Application | Service | Services |
| Compute | Host | Hosts |
| Databases | MySQL | MySQL database instances |
|   | PostgreSQL | PostgreSQL database instances |
[ ]

{#apm-vendor-entity-mappings__table_swf_kkf_yfc}

## LogicMonitor entity mapping {#apm-vendor-entity-mappings__section_dcp_bs5_wgc}

Resources are returned using the Get Devices API, using specific property values on the entities as a filter.
{#apm-vendor-entity-mappings__table_wgr_fs5_wgc__entry__3}

| Service Observability entity category | Service Observability entity dashboard | LogicMonitor resource |
|-|-|-|
| Application | Service | Entities with the `predef.externalResourceType` auto property set to `Service` |
| Compute | Host | Entities with the `predef.externalResourceType` auto property set to `PhysicalServer`, `Container`, or `VirtualMachine` |
| Databases | MySQL | Entities with the `system.categories` custom property set to `MySQL` |
|   | PostgreSQL | Entities with the `system.categories` custom property set to `PostgreSQL` |
[ ]

{#apm-vendor-entity-mappings__table_wgr_fs5_wgc}

## New Relic entity mapping {#apm-vendor-entity-mappings__section_odk_qgf_yfc}

{#apm-vendor-entity-mappings__table_lfm_kkf_yfc__entry__3}

| Service Observability entity category | Service Observability entity dashboard | New Relic resource |
|-|-|-|
| Application | Service | Application services |
| Compute | Host | Hosts |
| Databases | MySQL | MySQL database instances |
|   | PostgreSQL | PostgreSQL database instances |
[ ]

{#apm-vendor-entity-mappings__table_lfm_kkf_yfc}

## Prometheus entity mapping {#apm-vendor-entity-mappings__section_byf_3rp_zgc}

{#apm-vendor-entity-mappings__table_cyf_3rp_zgc__entry__3}

| Service Observability entity category | Service Observability entity dashboard | Prometheus resource |
|-|-|-|
| Application | Service | Applications |
| Compute | Host | Server nodes for applications |
| Databases | MySQL | MySQL database instances |
|   | PostgreSQL | PostgreSQL database instances |
[ ]

{#apm-vendor-entity-mappings__table_cyf_3rp_zgc}

## SolarWinds entity mapping {#apm-vendor-entity-mappings__section_mkf_5gf_yfc}

{#apm-vendor-entity-mappings__table_tvq_kkf_yfc__entry__3}

| Service Observability entity category | Service Observability entity dashboard | SolarWinds resource |
|-|-|-|
| Application | Service | Application services |
| Compute | Host | Hosts |
| Networking | Firewall | By default, data mappings find and display metrics using Palo Alto Firewall keys. If you want metrics from a different firewall, follow the instructions for [customizing dashboard templates](https://www.servicenow.com/docs/njZA8Q4GktqeBe7OgqAJBw "You can customize the Service Observability dashboards on both the Overview and Observability tabs of the Service Details page. You can change or add metrics and related data to fit your business needs."). |
|   | Load Balancer | By default, data mappings find and display metrics using F5 Big-IP Load Balancer keys. If you want metrics from a different load balancer, follow the instructions for [customizing dashboard templates](https://www.servicenow.com/docs/njZA8Q4GktqeBe7OgqAJBw "You can customize the Service Observability dashboards on both the Overview and Observability tabs of the Service Details page. You can change or add metrics and related data to fit your business needs."). |
|   | Interface | Network interfaces |
|   | Other Network Devices | Other network devices, such as switches and routers |
[ ]

{#apm-vendor-entity-mappings__table_tvq_kkf_yfc}  
Items to note:

* You can use custom properties for key/value pairs in a data mapping.
* If you are using SolarWinds as an exception in your mapping to ingest networking metrics, using custom properties is optional. If you do use them, only entities with those properties in their metadata are returned. If you leave the tag and key values blank, all supported entities are returned.
{#apm-vendor-entity-mappings__ul_j43_qyr_23c}

## Splunk entity mapping {#apm-vendor-entity-mappings__section_xlw_wgf_yfc}

Resources are returned using the Splunk Metric time series Metadata API. Service Observability searches for matching key:value pairs in custom properties and then falls back to searching dimensions.

The returned payload is then filtered by the presence of a specific metric in the metadata that corresponds with an entity type.
{#apm-vendor-entity-mappings__table_x1w_kkf_yfc__entry__4}

| Service Observability entity category | Service Observability entity dashboard | Splunk Property or dimension | Splunk metric used for filtering |
|-|-|-|-|
| Application | Service | * Property: `sf_service` * Dimension fallback: `service.name` {#apm-vendor-entity-mappings__ul_rfv_dqf_yfc} | `sf_metric:service.request` |
| Compute | Host | * Property: `host.name` * Dimension fallback: `host.id` {#apm-vendor-entity-mappings__ul_w3b_jqf_yfc} | `sf_metric:disk.summary_utilization` |
| Databases | MySQL | * Property: `mysql.instance.name` * Dimension fallback: `mysql.instance.endpoint` {#apm-vendor-entity-mappings__ul_kcg_jqf_yfc} | `sf_metric:mysql.threads` |
|   | PostgreSQL | Not supported |   |
[ ]

{#apm-vendor-entity-mappings__table_x1w_kkf_yfc}

## Zabbix entity mapping {#apm-vendor-entity-mappings__section_k1n_xzr_23c}

In Zabbix, every monitored entity is categorized as a host. To enable differentiation between entities, Service Observability searches for keywords in attributes on metadata tags, including host tags, inherited tags, templates, and host groups. Any Zabbix host that does not match a keyword are classified and displayed
as Host entities.

The following table shows the keywords used to find distinct entities. Keywords are case insensitive.
{#apm-vendor-entity-mappings__table_l1n_xzr_23c__entry__3}

| Service Observability entity category | Service Observability entity dashboard | Metadata keyword |
|-|-|-|
| Application | Service | * Apache * nginx * Kubernetes * cluster * application {#apm-vendor-entity-mappings__ul_mym_t1s_23c} |
| Compute | Host | Any non-matching keyword |
| Databases | MySQL | * Mysql * Msql * mariadb {#apm-vendor-entity-mappings__ul_o1n_xzr_23c} |
|   | PostgreSQL | * Postgres * Psql * Pgsql * Postgresql {#apm-vendor-entity-mappings__ul_h3b_hbs_23c} |
| Networking | Firewall | * Firewall * palo-alto * palo alto * pan * fortigate * fortinet * fgt * sophos * sonicwall * watchguard * zscaler {#apm-vendor-entity-mappings__ul_jfw_lbs_23c}By default, data mappings find and display metrics using Palo Alto Firewall keys. If you want metrics from a different firewall, follow the instructions for [customizing dashboard templates](https://www.servicenow.com/docs/njZA8Q4GktqeBe7OgqAJBw "You can customize the Service Observability dashboards on both the Overview and Observability tabs of the Service Details page. You can change or add metrics and related data to fit your business needs."). |
|   | Load Balancer | * Loadbalancer * load_balancer * alb * nlb * f5 * netscaler * big-ip * bigip {#apm-vendor-entity-mappings__ul_sdq_pbs_23c}By default, data mappings find and display metrics using F5 Big-IP Load Balancer keys. If you want metrics from a different load balancer, follow the instructions for [customizing dashboard templates](https://www.servicenow.com/docs/njZA8Q4GktqeBe7OgqAJBw "You can customize the Service Observability dashboards on both the Overview and Observability tabs of the Service Details page. You can change or add metrics and related data to fit your business needs."). |
|   | Other Network devices | * Network * router * rt * gateway * gw * juniper * junos * switch * catalyst * nexus * arista {#apm-vendor-entity-mappings__ul_ftd_gcs_23c} |
|   |   |   |
[ ]

{#apm-vendor-entity-mappings__table_l1n_xzr_23c}  
Item to note:

The default dashboards for each entity type display metrics using Zabbix standard keys. If your implementation uses custom item keys, you need to [customize your dashboard templates](https://www.servicenow.com/docs/njZA8Q4GktqeBe7OgqAJBw "You can customize the Service Observability dashboards on both the Overview and Observability tabs of the Service Details page. You can change or add metrics and related data to fit your business needs.") accordingly.