Integrate Dynatrace with basic authentication

Integrate Dynatrace with Event Management by adding a standard webhook in the Dynatrace console.

Before you begin

Ensure that the Event Management Connectors (sn_em_connector) plugin is installed on the ServiceNow AI Platform instance.

Ensure that configuration items for the hosts managed by Dynatrace exist in the ServiceNow AI Platform instance. These CIs can be physical or virtual and can be either manually created or discovered via IP discovery or Cloud Discovery.

Ensure you have created a user with an Identify Type of Machine and the evt_mgmt_integration role.

Roles required: evt_mgmt_integration and web_service_admin

About this task

Configure the Event Management environment for the collection of events from Dynatrace by authenticating Dynatrace as a data source. In your Dynatrace console, set your ServiceNow AI Platform instance as the rest endpoint using a standard webhook.

Procedure

1. In your Dynatrace console, define Host Naming rules:
   1. Navigate to Settings > Process and contextualize > Naming > Host Naming.
   2. Define the Host Naming rules for each cloud provider (Azure/AWS/GCP) to uniquely identify a CI from ServiceNow.
   This ensures the ServiceNow CIs can be uniquely identified from the payload received from Dynatrace.

   Note:

   You do not need to create a Host Naming rule for VMware machines because Dynatrace manages them as physical servers.
2. Define anomaly detection rules:
   1. Navigate to Settings > Analyze and alert > Alerts > Hosts.
   2. In the Hosts tab, define rules on when to create alerts on the managed hosts.
3. Define the integration settings:
   1. Navigate to Settings > Analyze and alert > Notifications > Problem notifications.
   2. In the Set up custom integration form, add the Webhook URL: https://<instance-name>.service-now.com/api/sn_em_connector/em/inbound_event?source=dynatrace
      For basic authentication, select Create basic authorization header. You can see the username and password fields for the user.
   3. Enter the user name and password of the relevant user.
      Note:

      Ensure the evt_mgmt_integration role is assigned to the selected user. To ensure proper authentication, use the least privileged user with the evt_mgmt_integration role, rather than a high privileged user.
   4. In the Custom payload section, add in the following payload structure for the events that will be generated.
      It confirms that ImpactedEntities and ProblemDetailsJSONv2 are passed as JSON objects, not strings.

      { 
        "ImpactedEntities": {ImpactedEntities}, 
        "ImpactedEntity": "{ImpactedEntity}", 
        "PID": "{PID}", 
        "ProblemDetailsHTML": "{ProblemDetailsHTML}", 
        "ProblemDetailsJSONv2": {ProblemDetailsJSONv2},  
        "ProblemDetailsMarkdown": "{ProblemDetailsMarkdown}", 
        "ProblemDetailsText": "{ProblemDetailsText}", 
        "ProblemID": "{ProblemID}", 
        "ProblemImpact": "{ProblemImpact}",
        "ProblemSeverity": "{ProblemSeverity}",
        "ProblemTitle": "{ProblemTitle}",
        "ProblemURL": "{ProblemURL}",
        "State": "{State}",
        "Tags": "{Tags}"
      }

4. Define the integration settings for the Grail problem event, which ServiceNow supports through its new payload.
   1. Log in to the Dynatrace instance and, from the left-hand panel, select Workflow.
   2. On the Workflow page, select + Workflow to create a new workflow.
   3. Create a blank workflow.
   4. In the Select a trigger section, select Problem trigger.
   5. In the middle workflow section, on the problem trigger tile, add the Send ITOM event task.
   6. Select + Create a new connection.
   7. In the Connection name field, enter a name.
   8. In the ServiceNow ITOM Event API URL field, paste the URL in this format:https://<instance-name>.service-now.com/api/sn_em_connector/em/inbound_event?source=dynatrace.
   9. In the Type field, select Basic Authentication, and then select Create basic authorization header. The username and password fields appear.
   10. Enter the user name and password of the relevant user.
       Note:

       Ensure the evt_mgmt_integration role is assigned to the selected user. For proper authentication, use the least-privileged user with the evt_mgmt_integration role rather than a highly privileged user.
   11. Save the workflow and select Run to execute the workflow.

Result

Alerts start flowing from the Dynatrace console into the Event Management plugin. The plugin extracts information from the original Dynatrace alert message to populate the required event fields and inserts the event into the database. In your ServiceNow AI Platform instance, navigate to All Events to see the events.

Note:

By default, host binding is enabled for Dynatrace events for all providers (Azure/AWS/Google). If all hosts in the environment are discovered using Cloud Discovery by providing credentials and discovered resources are in the cmdb_ci_vm_object list, then the VM binding may not occur. To resolve this, you must enable the Dynatrace - General event rule. For further information about Event rules, see Event rules.