--- title: Integrate Case Management with Error Tracking description: Datadog, the leading service for cloud-scale monitoring. breadcrumbs: >- Docs > Error Tracking > Error Tracking Ticketing System Integrations > Integrate Case Management with Error Tracking --- # Integrate Case Management with Error Tracking {% callout %} # Important note for users on the following Datadog sites: app.ddog-gov.com, us2.ddog-gov.com {% alert level="danger" %} This product is not supported for your selected [Datadog site](https://docs.datadoghq.com/getting_started/site.md). (). {% /alert %} {% /callout %} ## Overview{% #overview %} Integrate Case Management with Error Tracking to create and link Case Management cases to Error Tracking issues. With Case Management for Error Tracking, you can: - Create Case Management cases directly from the Error Tracking issue panel - Group multiple Error Tracking issues into a single case - Automatically route issues to specific Case Management projects using automation rules - Automatically create Case Management cases for Error Tracking issues matching specific criteria. ## Setup{% #setup %} You need the following [permissions](https://docs.datadoghq.com/account_management/rbac/permissions.md) to use the Case Management integration for Error Tracking: - Error Tracking Read - Error Tracking Issue Write - Cases Read - Cases Write ## Create a case from an issue{% #create-a-case-from-an-issue %} You can create a Case Management case directly from the issue panel to group investigation efforts on that issue: 1. Navigate to the [Error Tracking Explorer](https://app.datadoghq.com/error-tracking/). 1. Click on an issue to open the issue panel. 1. In the issue panel, in the Actions dropdown, click Add Case. 1. Choose the Case Management project in which the case should be created. By default, the case will automatically be created in the Error Tracking project. 1. Click Create to create the case. {% image source="https://docs.dd-static.net/images/error_tracking/create-case.e8f79913ea6ddeeabda0afcce180aeb4.png?auto=format&fit=max&w=850 1x, https://docs.dd-static.net/images/error_tracking/create-case.e8f79913ea6ddeeabda0afcce180aeb4.png?auto=format&fit=max&w=850&dpr=2 2x" alt="Create a Case Management case from an Error Tracking issue" /%} After it is created, the case is linked to the Error Tracking issue. The case link then appears in the issue panel, and the issue status automatically changes to REVIEWED. When an issue is linked to a case, their state, assignee, and comments are two-way synced. See State dual-way sync between issues and cases for more information on how the issue state and case status are synced. ## Group multiple issues into a single case{% #group-multiple-issues-into-a-single-case %} You can attach multiple Error Tracking issues to a single Case Management case to group correlated issues into a single unit of work: 1. Navigate to the [Error Tracking Explorer](https://app.datadoghq.com/error-tracking/). 1. Click on an issue to open the issue panel. 1. In the issue panel, in the Actions dropdown, click Add Case. 1. In the Add to Existing Case tab, select the case in which you want to group your issues. 1. Click Attach to Case to attach the issue to the case. 1. Repeat these actions on all the issues you want to add to this group. {% image source="https://docs.dd-static.net/images/error_tracking/add-to-existing-case.b1977cac57b53788db2d3ac6ebb0c567.png?auto=format&fit=max&w=850 1x, https://docs.dd-static.net/images/error_tracking/add-to-existing-case.b1977cac57b53788db2d3ac6ebb0c567.png?auto=format&fit=max&w=850&dpr=2 2x" alt="Add an Error Tracking issue to an existing case" /%} All linked Error Tracking issues appear in the case view, providing a consolidated view of related errors. {% image source="https://docs.dd-static.net/images/error_tracking/group-issues-into-a-case.fe0d5a4a396c793e40467565de733ec7.png?auto=format&fit=max&w=850 1x, https://docs.dd-static.net/images/error_tracking/group-issues-into-a-case.fe0d5a4a396c793e40467565de733ec7.png?auto=format&fit=max&w=850&dpr=2 2x" alt="Link multiple Error Tracking issues to a single case" /%} When several issues are linked to a case, their state, assignee and comments are two-way synced. See State dual-way sync between issues and cases for more information on how the issues states and case status are synced. The relationship between cases and issues is a 1:N relationship. A single case can be linked to multiple issues, but an issue can only be linked to one single case. ## State dual-way sync between issues and cases{% #state-dual-way-sync-between-issues-and-cases %} ### Single Error Tracking issue linked to single Case Management case{% #single-error-tracking-issue-linked-to-single-case-management-case %} When a single Error Tracking issue is linked to a Case Management case, their states are two-way synced. The issue state is mapped to the default status of the corresponding case status group: | Error Tracking Issue State | Case Management Status Group | | -------------------------- | ---------------------------- | | FOR REVIEW | Open | | REVIEWED | In Progress | | RESOLVED | Closed | | IGNORED | Closed | | EXCLUDED | Closed | ### Multiple Error Tracking issues linked to single Case Management case{% #multiple-error-tracking-issues-linked-to-single-case-management-case %} When multiple Error Tracking issues are linked to the same Case Management case, there is also a sync between their states, depending on the situation: - If you update the status of the case, all linked issues are updated following the state mapping described in the previous paragraph. - If you update the state of an issue, the resulting state of other linked issues and the case follows these rules: | State before | Action | Resulting state | | -------------------------------------------------------------- | -------------------------------------------------- | ----------------------------------------------------------------------------------------- | | The case is CLOSED and all issues are RESOLVED. | You update one issue to FOR REVIEW. | The case is OPEN but all other issues remain RESOLVED. | | The case is OPEN and all issues are FOR REVIEW. | You update one issue to RESOLVED. | The case is OPEN, one issue is RESOLVED, all other issues remain FOR REVIEW. | | The case is CLOSED and you have one unlinked issue FOR REVIEW. | You link the FOR REVIEW issue to your CLOSED case. | The case is CLOSED and all issues are RESOLVED (including the newly linked issue). | | The case is OPEN and you have one unlinked RESOLVED issue. | You link the RESOLVED issue to your OPEN case. | The case is OPEN and all issues are FOR REVIEW except the new one which remains RESOLVED. | ## Automation rules{% #automation-rules %} You can configure rules to match specific issues to Case Management projects. For example, when an issue matches a rule, any case created manually or automatically for that issue defaults into the project specified by that rule. ### Setup{% #setup-1 %} To create automation rules for your Error Tracking issues, you need one (1) of the following [permissions](https://docs.datadoghq.com/account_management/rbac/permissions.md) : - Error Tracking Write - Error Tracking Settings Write ### Create an automation rule{% #create-an-automation-rule %} To create an automation rule for Case Management: 1. Navigate to [Error Tracking Settings](https://app.datadoghq.com/error-tracking/settings/automation/), in the Ticketing & Automation section. 1. Click New Rule. 1. Configure the rule: - Match Criteria: Define conditions that issues must meet to trigger the rule - Project: Select the destination Case Management project when cases are created from issues that match the rule - Auto-create: Optionally enable automatic case creation when issues match 1. Click Save Rule. {% image source="https://docs.dd-static.net/images/error_tracking/create-case-management-automation-rule.e8d07d1bdf629125c59988cf984e873f.png?auto=format&fit=max&w=850 1x, https://docs.dd-static.net/images/error_tracking/create-case-management-automation-rule.e8d07d1bdf629125c59988cf984e873f.png?auto=format&fit=max&w=850&dpr=2 2x" alt="Create a Case Management automation rule" /%} ### Match criteria{% #match-criteria %} Configure rules based on the following attributes: - Service: Match issues from specific services (for example, `service:web-store`) - Team: Match issues based on [Issue Team Ownership](https://docs.datadoghq.com/error_tracking/issue_team_ownership.md) (for example, `team:Shopist`) You can combine multiple criteria to create precise routing rules. The issue matching query supports the following operators: - `AND`: logical AND (for example, `service:web-store AND team:Shopist`) - `OR`: logical OR (for example, `service:web-store OR team:Shopist`) - `-`: logical NOT (for example, `service:web-store -team:Shopist`) {% alert level="info" %} Rules are ordered. The first rule that matches an issue is applied. {% /alert %} ### Automatic case creation{% #automatic-case-creation %} When adding an automation rule, you can enable automatic case creation for issues matching your rule. {% image source="https://docs.dd-static.net/images/error_tracking/enable-auto-case-creation.eef3ba2aaec77fb6ec7faebacb2a190a.png?auto=format&fit=max&w=850 1x, https://docs.dd-static.net/images/error_tracking/enable-auto-case-creation.eef3ba2aaec77fb6ec7faebacb2a190a.png?auto=format&fit=max&w=850&dpr=2 2x" alt="Enable automatic case creation" /%} By default, when a new Error Tracking issue is created, rules are evaluated and the first rule that matches is applied. If automatic case creation is enabled on that matching rule, a new Case Management case is created in the project specified in your rule, and attached to the matching issue. ## Further reading{% #further-reading %} - [Error Tracking Explorer](https://docs.datadoghq.com/error_tracking/explorer.md) - [Issue States in Error Tracking](https://docs.datadoghq.com/error_tracking/issue_states.md) - [Case Management](https://docs.datadoghq.com/service_management/case_management.md)