Set up ServiceNow Connector

Latest Dynatrace
How-to guide
2-min read
Published Oct 07, 2026

Once you configure the ServiceNow Connector, a workflow automatically creates and updates ServiceNow incidents or sends IT Operations Management (ITOM) events as soon as Dynatrace detects a problem. You get faster incident response without manual ticket creation or switching between tools.

The ServiceNow Connector supports two kinds of setup, depending on how you want ServiceNow to handle your monitoring data. Choose the one that matches your ServiceNow configuration:

ITOM integration: Dynatrace sends raw events to ServiceNow Event Management, which correlates them into alerts based on your own ServiceNow configuration.
ITSM integration: Dynatrace creates and manages IT Service Management (ITSM) incidents in ServiceNow directly.

Start with the general setup, which you complete for either one. Each setup then has its own connection and credentials, and you can set up both.

This setup is required before you can use the ServiceNow Connector action to manage IT Service Management (ITSM) incidents or the ServiceNow ITOM action to send ITOM events from your workflows.

Prerequisites

To create connections, you need the following Dynatrace permissions:

For the ITOM integration:

ALLOW settings:objects:read, settings:objects:write, settings:schemas:read WHERE settings:schemaId = "app:dynatrace.servicenow:itom-event.connection"

For the ITSM integration:

ALLOW settings:objects:read, settings:objects:write, settings:schemas:read WHERE settings:schemaId = "app:dynatrace.servicenow:connection"

For more details, see Permissions and access.

Set up in general

Step 1: Add a host pattern in Dynatrace

External requests allow you to control outbound network connections from your Dynatrace environment to external services. You need to add a host pattern to allow Workflows to reach the ServiceNow APIs.

Go to Settings > General > External requests.
Select New host pattern.
Enter the following domain name for the ServiceNow APIs:
```
{your-instance-name}.service-now.com
```
Select Add.

If your organization uses a self-hosted ServiceNow instance, add the custom domain instead.

Step 2: Grant permissions to Workflows

Workflows require some permissions to run actions on your behalf. Other permissions are required by actions that come bundled with the ServiceNow Connector itself.

To fine-tune permissions granted to Workflows:

Go to Workflows.
Select Settings > Authorization settings.
Under Primary permissions, select the following permissions besides the general Workflows permissions. Permissions needed for ServiceNow workflow actions: app-settings:objects:read

For more on general Workflows user permissions, see Manage workflow permissions.

Set up the ServiceNow ITOM integration

Step 1: Set up Dynatrace Monitor push connector in ServiceNow

Sign in to your ServiceNow instance and go to Event Management > Integrations > Integration Launchpad.
Select Dynatrace Monitor and follow the steps to create a new Dynatrace push connector instance and a new integration user with basic authentication or OAuth credentials.

If you have the ServiceNow Service Graph Connector (SGC) for Dynatrace SaaS installed, provide a Connection_sys_id for the SGC instance that is connected to your Dynatrace environment. The SGC requires Observability Commons for CMDB, which you install before the SGC. If you don't use the SGC, leave Connection_sys_id empty. For how this choice affects alerts, see How ServiceNow binds ITOM alerts to CIs.

To find the sys_id of your connection:
1. Go to Service Graph Connectors > Dynatrace > Connections.
2. Open the connection, and copy its sys_id.
Copy the URL of the created push connector instance and the user credentials, which you need in the next step.

Step 2: Configure ServiceNow ITOM connection in Dynatrace

You need a configured connection for each of your ServiceNow ITOM instances.

To configure a connection:

Go to Settings > Connections > ServiceNow.
Select the ITOM Events tab.
Select Connection.
Fill out the ServiceNow connection fields.
- Required Connection name: Provide a meaningful name for your connection.
- Required ServiceNow ITOM Event API URL: Enter the full URL of the ServiceNow ITOM inbound event endpoint, including the source and sys_id parameters. The source value identifies the event source, in this case dynatrace, and the sys_id references the desired push connector instance. The full URL is visible in the ServiceNow UI after you have created a new push connector instance.
  
  Here is an example of a ServiceNow ITOM Event API URL: https://{instance}.service-now.com/api/sn_em_connector/em/inbound_event?source=dynatrace&sys_id=f37df19a87d7c710a5ec21b2debb350e
- Optional Type: Either use basic authentication or OAuth client credentials.
  - For Basic Authentication, provide your username and password.
    Required User: Enter the username or email address.
    Required Password: Enter the password of the ServiceNow user.
  - For OAuth Client Credentials:
    Required Client ID: Enter the OAuth Client ID.
    Required Client Secret: Enter the OAuth Client Secret.
Select Create.

Set up the ServiceNow ITSM integration

Step 1: Create ServiceNow authentication credentials

Sign in to your ServiceNow instance and create basic authentication credentials for a user with the following 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)

You need these credentials when you configure the ITSM connection.

Use a dedicated service user for the connection.

Step 2: Configure ServiceNow (ITSM) connection

You need a configured connection for each of your ServiceNow ITSM instances.

To configure a connection:

Go to Settings > Connections > ServiceNow.
Select the Tables API tab.
Select Connection.
Fill out the ServiceNow connection fields.
- Required Connection name: Provide a meaningful name for your connection.
- Required ServiceNow instance: Add the full URL of the endpoint. Supports direct instances, MID Servers, and custom proxies.
- Optional Type: Either use basic authentication or OAuth client credentials.
  - For Basic Authentication, provide your username and password.
    Required User: Enter the username or email address.
    Required Password: Enter the password of the ServiceNow user.
  - For OAuth Client Credentials:
    Required Client ID: Enter the OAuth Client ID.
    Required Client Secret: Enter the OAuth Client Secret.
Select Create.

Next steps

Add ServiceNow Connector actions: Add ServiceNow Connector actions to a workflow.
ServiceNow Connector actions: Review all ITSM and ITOM actions and their inputs.
Send problem as ITOM event to ServiceNow workflow template: Start from the ready-made Send problem as ITOM event to ServiceNow workflow template.

Set up ServiceNow Connector

Latest Dynatrace
How-to guide
2-min read
Published Oct 07, 2026

The ServiceNow Connector supports two kinds of setup, depending on how you want ServiceNow to handle your monitoring data. Choose the one that matches your ServiceNow configuration:

ITOM integration: Dynatrace sends raw events to ServiceNow Event Management, which correlates them into alerts based on your own ServiceNow configuration.
ITSM integration: Dynatrace creates and manages IT Service Management (ITSM) incidents in ServiceNow directly.

Start with the general setup, which you complete for either one. Each setup then has its own connection and credentials, and you can set up both.

This setup is required before you can use the ServiceNow Connector action to manage IT Service Management (ITSM) incidents or the ServiceNow ITOM action to send ITOM events from your workflows.

Prerequisites

To create connections, you need the following Dynatrace permissions:

For the ITOM integration:

ALLOW settings:objects:read, settings:objects:write, settings:schemas:read WHERE settings:schemaId = "app:dynatrace.servicenow:itom-event.connection"

For the ITSM integration:

ALLOW settings:objects:read, settings:objects:write, settings:schemas:read WHERE settings:schemaId = "app:dynatrace.servicenow:connection"

For more details, see Permissions and access.

Set up in general

Step 1: Add a host pattern in Dynatrace

Go to Settings > General > External requests.
Select New host pattern.
Enter the following domain name for the ServiceNow APIs:
```
{your-instance-name}.service-now.com
```
Select Add.

If your organization uses a self-hosted ServiceNow instance, add the custom domain instead.

Step 2: Grant permissions to Workflows

Workflows require some permissions to run actions on your behalf. Other permissions are required by actions that come bundled with the ServiceNow Connector itself.

To fine-tune permissions granted to Workflows:

Go to Workflows.
Select Settings > Authorization settings.
Under Primary permissions, select the following permissions besides the general Workflows permissions. Permissions needed for ServiceNow workflow actions: app-settings:objects:read

For more on general Workflows user permissions, see Manage workflow permissions.

Set up the ServiceNow ITOM integration

Step 1: Set up Dynatrace Monitor push connector in ServiceNow

Sign in to your ServiceNow instance and go to Event Management > Integrations > Integration Launchpad.
Select Dynatrace Monitor and follow the steps to create a new Dynatrace push connector instance and a new integration user with basic authentication or OAuth credentials.

If you have the ServiceNow Service Graph Connector (SGC) for Dynatrace SaaS installed, provide a Connection_sys_id for the SGC instance that is connected to your Dynatrace environment. The SGC requires Observability Commons for CMDB, which you install before the SGC. If you don't use the SGC, leave Connection_sys_id empty. For how this choice affects alerts, see How ServiceNow binds ITOM alerts to CIs.

To find the sys_id of your connection:
1. Go to Service Graph Connectors > Dynatrace > Connections.
2. Open the connection, and copy its sys_id.
Copy the URL of the created push connector instance and the user credentials, which you need in the next step.

Step 2: Configure ServiceNow ITOM connection in Dynatrace

You need a configured connection for each of your ServiceNow ITOM instances.

To configure a connection:

Go to Settings > Connections > ServiceNow.
Select the ITOM Events tab.
Select Connection.
Fill out the ServiceNow connection fields.
- Required Connection name: Provide a meaningful name for your connection.
- Required ServiceNow ITOM Event API URL: Enter the full URL of the ServiceNow ITOM inbound event endpoint, including the source and sys_id parameters. The source value identifies the event source, in this case dynatrace, and the sys_id references the desired push connector instance. The full URL is visible in the ServiceNow UI after you have created a new push connector instance.
  
  Here is an example of a ServiceNow ITOM Event API URL: https://{instance}.service-now.com/api/sn_em_connector/em/inbound_event?source=dynatrace&sys_id=f37df19a87d7c710a5ec21b2debb350e
- Optional Type: Either use basic authentication or OAuth client credentials.
  - For Basic Authentication, provide your username and password.
    Required User: Enter the username or email address.
    Required Password: Enter the password of the ServiceNow user.
  - For OAuth Client Credentials:
    Required Client ID: Enter the OAuth Client ID.
    Required Client Secret: Enter the OAuth Client Secret.
Select Create.

Set up the ServiceNow ITSM integration

Step 1: Create ServiceNow authentication credentials

Sign in to your ServiceNow instance and create basic authentication credentials for a user with the following 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)

You need these credentials when you configure the ITSM connection.

Use a dedicated service user for the connection.

Step 2: Configure ServiceNow (ITSM) connection

You need a configured connection for each of your ServiceNow ITSM instances.

To configure a connection:

Go to Settings > Connections > ServiceNow.
Select the Tables API tab.
Select Connection.
Fill out the ServiceNow connection fields.
- Required Connection name: Provide a meaningful name for your connection.
- Required ServiceNow instance: Add the full URL of the endpoint. Supports direct instances, MID Servers, and custom proxies.
- Optional Type: Either use basic authentication or OAuth client credentials.
  - For Basic Authentication, provide your username and password.
    Required User: Enter the username or email address.
    Required Password: Enter the password of the ServiceNow user.
  - For OAuth Client Credentials:
    Required Client ID: Enter the OAuth Client ID.
    Required Client Secret: Enter the OAuth Client Secret.
Select Create.

Next steps

Add ServiceNow Connector actions: Add ServiceNow Connector actions to a workflow.
ServiceNow Connector actions: Review all ITSM and ITOM actions and their inputs.
Send problem as ITOM event to ServiceNow workflow template: Start from the ready-made Send problem as ITOM event to ServiceNow workflow template.

Set up ServiceNow Connector

Prerequisites

Set up in general

Step 1: Add a host pattern in Dynatrace

Step 2: Grant permissions to Workflows

Set up the ServiceNow ITOM integration

Step 1: Set up Dynatrace Monitor push connector in ServiceNow

Step 2: Configure ServiceNow ITOM connection in Dynatrace

Set up the ServiceNow ITSM integration

Step 1: Create ServiceNow authentication credentials

Step 2: Configure ServiceNow (ITSM) connection

Next steps

Related topics

Set up ServiceNow Connector

Prerequisites

Set up in general

Step 1: Add a host pattern in Dynatrace

Step 2: Grant permissions to Workflows

Set up the ServiceNow ITOM integration

Step 1: Set up Dynatrace Monitor push connector in ServiceNow

Step 2: Configure ServiceNow ITOM connection in Dynatrace

Set up the ServiceNow ITSM integration

Step 1: Create ServiceNow authentication credentials

Step 2: Configure ServiceNow (ITSM) connection

Next steps

Related topics