Dynatrace

Dynatrace is a software-intelligence monitoring platform used to simplify enterprise cloud complexity. When an issue is identified in the software environment, a problem is immediately logged in Dynatrace.

The Dynatrace extension creates an incident request in ServiceDesk Plus Cloud when a problem is logged in Dynatrace.

Role Required: SDOrgAdmin

Benefits

Manage problems in your organization from a unified console by syncing them to ServiceDesk Plus Cloud.
Troubleshoot problem and update comments to Dynatrace from ServiceDesk Plus Cloud.
Associate the incident request logged via Dynatrace with other related incidents logged in ServiceDesk Plus Cloud.
Pinpoint the root cause quickly using Davis®, the AI agent in Dynatrace.

Set Up Dynatrace Extension

Authorize Extension

Go to Dynatrace and sign in to your account. On the left pane, go to Manage > Access Tokens.

Click Generate new token.
Provide a name for the token.
It is recommended not to set an expiration date. If you set an expiration date, reconfigure the integration after the token expires.
Select a template according to your requirement.
Select the following problem API V2 scope: Read problems, Write problems
Copy the generated token and store it in a secure location.

In ServiceDesk Plus Cloud, go to Setup > Apps & Add-ons > Extensions and install the Dynatrace extension. Alternatively, you can install the extension from ManageEngine Marketplace.

In the installed extension, edit the Dynatrace Domain URL field and provide the Dynatrace domain URL in the following format:

<protocol>://<dynatrace environment id>.live.dynatrace.<dynatrace dc>

Sample URL - https://*****.live.dynatrace.com

Hover over the extension's connection and click Connect.

In the pop-up, provide the access token obtained from Dynatrace in the following format: Api-Token <insert generated access token>. For example: Api-Token xxxxxxxxxxxxxx.

Click Connect.

Set Up Problem Notification

In ServiceDesk Plus Cloud, go to Setup > Developer Space > Custom Functions > Callback Functions.

Expand the callback function titled Dynatrace Callback by clicking it. Copy the execution URL.

Navigate to your Dynatrace account. In the left pane, go to Manage > Settings > Integration > Problem Notifications.

Click Add notification.
Specify notification type as Custom Integration.
Provide a display name for the notification.
Paste the callback function execution URL in the Webhook URL field.
Toggle ON Call webhook if problem is closed.
Under Custom Payload, provide the following snippet:

{

"id":"{PID}",

"display_id":"{ProblemID}",

"subject":"{ProblemTitle}",

"description":"{ProblemDetailsHTML}",

"state":"{State}",

"sdp_instance":"<insert your service desk instance name>"

"custom_payload":{}

}

If mandatory fields are required to create requests in ServiceDesk Plus Cloud, you can include them within "custom_payload".

For example, if the incident template contains mandatory fields such as Group, Priority, and additional fields (e.g., udf_char103 and udf_char101), you can configure these fields within "custom_payload".
If request closure rules are mandated in ServiceDesk Plus Cloud, use the "closure_payload" parameter to include the necessary closure information and operations.
- closure_info - Populates fields required by closure rules.
- closure_operation - Sets mode and operation message when a problem is closed in Dynatrace.
  - closure_operation.mode - Sets mode as notes or resolution. Based on the selected mode, the closure message is added.
  - closure_operation.message - Provides custom message. This message will be prefixed to the note or resolution content.
  - closure_operation.append_message_with_latest_comment - Accepts true or false. When set to true, the latest comment from the problem being closed in Dynatrace will be appended to the message specified in "closure_operation.message."

For example, if the closure comment is mandated by closure rules, include it in "closure_info". Then, configure "closure_operation" with the mode and message to be added along with the latest comment in Dynatrace. Use the sample snippet as a reference.

Sample Snippet

{

"id":"{PID}",

"display_id":"{ProblemID}",

"subject":"{ProblemTitle}",

"description":"{ProblemDetailsHTML}",

"state":"{State}",

"sdp_instance":"itdesk",

"custom_payload":{

"level": {"id": "175709000000006675"},

"urgency": {"id": "175709000000007923"},

"priority": {"id": "175709000000006799"},

"udf_fields": {"udf_char105": "alpha alpha","udf_long3": "1234"}

"closure_payload":{

"status": {"name": "Closed"},

"udf_fields": {"udf_char107": "alpha omega","udf_long5": "6789"}

"closure_info": {

"requester_ack_resolution": true,

"requester_ack_comments": "Problem closed from dynatrace end",

"closure_comments": "Issue has been resolved from dynatrace",

}

closure_operation : {

mode : notes,

message : "Issue fixed - from Dynatrace : ",

append_message_with_latest_comment : true

}

After logging a problem using this snippet in Dynatrace, an incident will be created in ServiceDesk Plus Cloud with the specified fields and their corresponding values populated.

Note: The fields udf_char103 and udf_char101 mentioned above should match the UDF "Field Keys" present in the instance.

Set alerting profiles as needed.
Click Send test notification. A sample incident will be created in the configured ServiceDesk Plus Cloud instance.
Click Save Changes.

Track Dynatrace Problem from ServiceDesk Plus Cloud

After the extension is configured and authorized, incident requests will be created in ServiceDesk Plus Cloud each time a problem is logged in Dynatrace. When the incident is closed, the Dynatrace problem will also be closed and vice-versa.

A widget will be added to the right pane on the incident request details page. Technicians can view the problem details and add comments.