Create notifications and third party tickets
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Overview
Case Management provides the capability to create third-party integrations for generating notifications or tickets automatically or manually:
- Automatically: Each time a new case is created, it generates a new ticket or notification.
- Manually: Users choose to create tickets or notifications for specific cases.
By linking Case Management with third-party systems, you can integrate Datadog solutions into your existing workflows and processes. With the Jira and ServiceNow integrations, you can resolve cases using full-stack telemetry in Datadog while keeping a record in these third-party systems.
Notifications
To get notified when a new case is created, create a view:
- Navigate to the project you want to receive notifications for.
- If you are not already a member of the project, click Join This Project.
- Click Add view.
- Give the view a name in the Name field.
- In the search box, enter a filtered query to retrieve the cases you want to be notified for.
- Select how you would like to be notified within the recipients field.
- Click Save.
Notification options
Integration | Configuration |
---|
Email | Select one or more email addresses. |
Slack | Select a Slack workspace and channel. |
Microsoft Teams | If you’ve connected Microsoft Teams tenants to Datadog, select a tenant, team, and channel. Otherwise, select a connector. |
PagerDuty | Select a service. |
Webhooks | Select the name of a webhook. |
Third party tickets
In Project Settings, you can manage membership, configure the auto-closing of cases, and set up third-party integrations like Jira and ServiceNow.
Jira
- Ensure the Jira integration is configured.
- In Case Management project settings, enable Jira for manual Jira issue creation from the project.
- Select a Jira account, a project to create issues in, and the desired issue type (such as story, epic, bug, or task).
- You can opt into the automatic creation of a Jira issue for each case created in the project.
- For the following attributes—case title, description, assignee, comments, status, and priority—select one of the options below:
Option | Description |
---|
Once to Jira at case creation | The field syncs from Case Management to Jira only at the time the case is created. Subsequent changes are not reflected on either side. |
Two-way sync (bi-directional) | Changes in Case Management are reflected in Jira, and vice versa |
Don’t sync | The field does not sync to Jira. |
- For case status and priority, select which values they map to on the Jira side.
- Save changes.
Note: A case can only be synced with one external resource at a time, per project. To enable Jira syncing, ServiceNow automatic creation and syncing must be disabled.
ServiceNow
- Configure the ServiceNow integration by following the ITOM and ITSM setup instructions.
- In Case Management project settings, enable ServiceNow for manual ServiceNow incident creation from the project.
- Select a ServiceNow instance and assignment group.
- You can opt into the automatic creation of a ServiceNow incident for each case created in the project.
- For the following attributes—status, comments—select one of the options below:
Option | Description |
---|
Once to ServiceNow at case creation | The field syncs from Case Management to ServiceNow only at the time the case is created. Subsequent changes are not reflected on either side. |
All updates to ServiceNow | Changes in Case Management are reflected in ServiceNow, but changes in ServiceNow are not reflected in Case Management. |
Two-way sync (bi-directional) | Changes in Case Management are reflected in ServiceNow, and vice versa. |
Don’t sync | The field does not sync to ServiceNow. |
- Select ServiceNow state values that Case Management status values should map to.
- Save changes.
Note: A case can only be synced with one external resource at a time, per project. To enable ServiceNow syncing, Jira automatic creation and syncing must be disabled.
Further Reading
Additional helpful documentation, links, and articles: