ServiceNow
- Latest Dynatrace
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Your Dynatrace environment can integrate with a ServiceNow environment using ServiceNow Connector 
, enabling you to create incidents based on your monitoring data and events automatically.
Furthermore, you can retrieve groups from ServiceNow and import them as Ownership teams.
Configure the integration
Grant permissions to Workflows
Create ServiceNow authentication credentials
Configure ServiceNow connection
Grant permissions to Workflows
Some permissions are required by Workflows to run actions on your behalf. Other permissions are required by actions that come bundled with ServiceNow Connector itself.
To fine-tune permissions granted to Workflows
- Go to Workflows and select Settings > Authorization settings.
- Select the following permissions besides the general Workflows permission.
- Permissions needed for ServiceNow workflow actions:
app-settings:objects:read
- Permissions needed for ServiceNow workflow actions:
For more on general Workflows user permissions, see User permissions for workflows.
Create ServiceNow authentication credentials
Sign in to your ServiceNow instance and create basic authentication credentials with the following permissions. You will need these credentials in the next step.
ServiceNow user permissions:
- Search, create and update incidents (table incident)
- Read categories (table sys_choice, element category)
- Read subcategories (table sys_choice, element subcategory)
- Read assignment groups (table sys_user_group)
- Read resolution codes (table sys_choice, element close_code)
Configure ServiceNow connection
You need a configured connection for each of your ServiceNow environments.
To configure a connection
- Go to Settings and select Connections > Connectors > ServiceNow.
- Select
Connection - Describe your ServiceNow connection.
- Connection name: Provide a meaningful name for your connection.
- ServiceNow Instance URL: Add the URL of your ServiceNow environment.
- Type Either use basic authentication or client credentials.
- For Basic Authentication, provide your username and password.
- For Client Credentials, provide your client id and client secret.
- Select Create.
Available actions
The following workflow actions are available for the ServiceNow integration. Each action corresponds to an endpoint of the ServiceNow API.
Action
Description
ServiceNow API endpoint
Create Incident
Creates an incident in your ServiceNow environment. An incident represents a problem or an issue that needs to be addressed and resolved.
POST /api/now/v2/table/incident
Create a vulnerability item
Creates a vulnerability item in your ServiceNow environment.
POST /api/now/v2/table/sn_vul_vulnerable_item
Get Groups
Get groups from your ServiceNow environment.
GET /api/now/v2/table/sys_user_group
Comment
Create a comment on an entry in your ServiceNow environment
PUT /api/now/v2/table/${tableName}/${sysId}
Search
Generic search action that allows searching your ServiceNow environment
GET /api/now/v2/table/${tableName}
Create a ServiceNow incident
To raise a ServiceNow incident in your workflow 
-
In the Choose action pane, search for ServiceNow and select Create Incident.
-
In the Create Incident action, select the Connection to your ServiceNow environment.
-
Configure the input fields as needed.
Field Description Required Correlation ID Unique identifier (in most cases, this is the Dynatrace event ID). optional Caller The user who reports the incident. optional Category The category of the incident. Category options are derived by querying the sys_choicetable withsysparm_query: 'name=incident^element=category^inactive=false'.required Subcategory The subcategory of the incident. Subcategory options are derived by querying the sys_choicetable withsysparm_query: 'name=incident^element=subcategory^inactive=false^dependent_value=${category}'.required Impact The impact of the incident. required Urgency The urgency of the incident. required Assignment Group The group that will work on the incident. Assignment groups options are derived by querying the sys_user_grouptable withsysparm_display_value: 'all'.required Configuration item The affected entity. optional Short description A brief description of the incident. optional Description A detailed description of the incident. optional For more details, see the official ServiceNow documentation.
Create a vulnerability item in ServiceNow
To create a ServiceNow vulnerability item in your workflow
-
In the Choose action pane, search for ServiceNow and select Create a vulnerability item.
-
In the Create a vulnerability item action, select the Connection to your ServiceNow environment.
-
Configure the input fields as needed.
Field Description Required External ID ID which is associated with the vulnerable item optional Description A detailed description of the vulnerability item optional Short description A brief description of the vulnerability item optional Risk score The risk score of the vulnerability item optional Risk rating The risk rating of the vulnerability item optional Source The source which detected the vulnerable item optional Source risk score The risk score in the source system of the vulnerability item optional Configuration item The affected entity optional First found The date of the detection optional Priority The priority of the vulnerability item optional For more details, see the official ServiceNow documentation.
Get Groups from ServiceNow
To fetch groups from ServiceNow in your workflow
-
In the Choose action pane, search for ServiceNow and select Get Groups.
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In the Get Group action, select the Connection to your ServiceNow environment.
-
Configure the input fields as needed.
Field Description Required SysParm Query An encoded query used to filter the result set optional Limit Maximum number of results to return (Default: 100) optional For more details, see the official ServiceNow documentation.
Create comment in ServiceNow
To create a comment on an entry in a ServiceNow table in your workflow
-
In the Choose action pane, search for ServiceNow and select Create Comment.
-
In the Create Comment action, select the Connection to your ServiceNow environment.
-
Configure the input fields as needed.
Field Description Required Table The table name of the entry to comment on required Unique record identifier (sys_id) The sys_id of the entry to comment on required Comment The comment that will be created required For more details, see the official ServiceNow documentation.
Search in ServiceNow
To search ServiceNow in your workflow
-
In the Choose action pane, search for ServiceNow and select Search.
-
In the Search action, select the Connection to your ServiceNow environment.
-
Configure the input fields as needed.
Field Description Required Table The name of the table in which to search required SysParm Query An encoded query used to filter the result set optional SysParm Fields Comma-separated list of fields that limit the result optional Limit Maximum number of results to return (Default: 100) optional For more details, see the official ServiceNow documentation.
Troubleshooting
The following is a solution to a problem some people have.