---
title: Notifications and Integrations
description: Datadog, the leading service for cloud-scale monitoring.
breadcrumbs: Docs > Incident Response > Case Management > Notifications and Integrations
---

# Notifications and Integrations

{% 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). ({% placeholder "user-datadog-site-name" /%}).
{% /alert %}

{% /callout %}

## Overview{% #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{% #notifications %}

To get notified when a new case is created, create a view:

1. Navigate to the project you want to receive notifications for.
1. If you are not already a member of the project, click **Join This Project**.
1. Click **Add view**.
1. Give the view a name in the **Name** field.
1. In the search box, enter a filtered query to retrieve the cases you want to be notified for.
1. Select how you would like to be notified within the recipients field.
1. Click **Save**.

### Notification options{% #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.                                                                                              |

## Notification rules{% #notification-rules %}

You can configure notification rules in your project settings to receive alerts for key case-related updates. To create a notification rule:

1. Go to [**Project Settings**](https://app.datadoghq.com/cases/settings) and click on a project to expand its settings.
1. In the expanded menu, click **Notifications**.
1. Click **+ Create Rule** to add a notification rule.
1. In the query field, enter a filter to scope notifications to specific cases. For example:
   ```
   priority:P1 OR priority:P2
   ```
To receive notifications for **all cases**, leave the query blank.
1. Select which conditions will send a notification. You can choose one or more of the following:
   - Case creation
   - Status transitions
   - Priority changes
   - Assignee changes
   - New alert correlation (for event management cases)
1. Choose a notification destination. Supported destinations include:
   - Email
   - Slack
   - Microsoft Teams
   - PagerDuty
   - Webhook
1. Click **Save** to activate the rule.

## On-Call paging rules{% #on-call-paging-rules %}

From cases, you can manually or automatically page users with [Datadog On-Call](https://docs.datadoghq.com/incident_response/on-call.md).

To manually trigger a page:

1. Open the case details.
1. Click the **Page** button.

To automatically trigger a page, configure automated paging rules in your project settings:

1. Go to [**Project Settings**](https://app.datadoghq.com/cases/settings) and click on a project to expand its settings.
1. In the expanded menu, click **Integrations** > **Datadog On-Call**.
1. Toggle on **Automatically page cases to On-Call**. This opens the Paging Rule modal, where you can define your first rule.
1. In the modal, enter a query. If a case matches the specified query at any point in its lifecycle, Datadog automatically pages the designated team.
1. Choose which team to page:
   - **Specific Team**: Select a particular team to always be paged when the rule is triggered.
   - **Dynamic Team Selection**: Automatically page the team associated with the case through the `Team` attribute.
1. Click **Add Rule**.
1. View your rule on the Datadog On-Call settings page. You can return to this page to manage this configuration or add multiple rules by clicking **New Paging Rule**.
1. (Optional) Toggle on the ability to automatically assign the case to the on-call user when a page is triggered.

## Third party tickets{% #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.

{% collapsible-section %}
#### Jira Configuration

{% image
   source="https://docs.dd-static.net/images/service_management/case_management/settings/settings_jira.95a1a92a1f64646969a3dba2db306e60.png?auto=format&fit=max&w=850 1x, https://docs.dd-static.net/images/service_management/case_management/settings/settings_jira.95a1a92a1f64646969a3dba2db306e60.png?auto=format&fit=max&w=850&dpr=2 2x"
   alt="Jira configuration options for case management settings" /%}

1. Ensure the Jira integration is configured.
1. In Case Management project settings, enable **Jira** for manual Jira issue creation from the project.
1. Select a Jira account, a project to create issues in, and the desired issue type (such as story, epic, bug, or task).
1. You can opt into the automatic creation of a Jira issue for each case created in the project.
1. 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.                                                                                                        |
1. For case status and priority, select which values they map to on the Jira side.
1. Save changes.

**Notes**:

- 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.

- Only cases using the core statuses of "Open", "In Progress" and "Closed" can sync with Jira.

- Two-way syncing requires [webhook support](https://docs.datadoghq.com/integrations/jira.md#configure-a-jira-webhook).

- Issue creation is available for Jira Cloud and Data Center. Field syncing is only available for Jira Cloud.

{% /collapsible-section %}

{% collapsible-section #servicenow %}
#### ServiceNow Configuration

1. Configure the ServiceNow integration by following the [ITOM and ITSM setup instructions](https://docs.datadoghq.com/integrations/servicenow.md#itom-and-itsm-setup).
1. In Case Management project settings, enable ServiceNow for manual ServiceNow incident creation from the project.
1. Select a ServiceNow instance and assignment group.
1. You can opt into the automatic creation of a ServiceNow incident for each case created in the project.
1. 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.                                                                                                        |
1. Select ServiceNow state values that Case Management status values should map to.
1. 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. Only cases using the core statuses of "Open", "In Progress" and "Closed" can sync with ServiceNow.
{% /collapsible-section %}

{% collapsible-section #linear %}
#### Linear Configuration

1. Ensure the [Linear integration](https://docs.datadoghq.com/integrations/linear.md) is configured.
1. In Case Management project settings, enable **Linear** for manual Linear issue creation from the project.
1. Select a Linear workspace and team to create issues in.
1. You can opt into the automatic creation of a Linear issue for each case created in the project.
1. For the following attributes—case title, description, assignee, comments, status, and priority—select one of the options below:
| Option                          | Description                                                                                                                               |
| ------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------- |
| Once to Linear at case creation | The field syncs from Case Management to Linear 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 Linear, and vice versa.                                                                       |
| Don't sync                      | The field does not sync to Linear.                                                                                                        |
1. For case status, select which states they map to on the Linear side.
1. Save changes.

**Notes**:

- Only cases using the core statuses of "Open", "In Progress", and "Closed" can sync with Linear.

- Two-way syncing requires [webhook support](https://docs.datadoghq.com/integrations/linear.md#configure-a-linear-webhook).

{% /collapsible-section %}

## Incident auto-escalation{% #incident-auto-escalation %}

Manual incident declaration during high event volumes can cause delays and increase risk exposure during critical situations. Incident auto-escalation from Cases allows you to automatically declare incidents when cases match your defined criteria, removing the need for manual intervention.

Navigate to the [Project Settings page](https://app.datadoghq.com/cases/settings), click **Integrations** > **Datadog Incidents**, and toggle on **Auto-escalate cases to Incidents**.

{% image
   source="https://docs.dd-static.net/images/service_management/case_management/notifications_integrations/case_auto_escalation.5290bd78aebc580a2c6d8dc59abfec87.png?auto=format&fit=max&w=850 1x, https://docs.dd-static.net/images/service_management/case_management/notifications_integrations/case_auto_escalation.5290bd78aebc580a2c6d8dc59abfec87.png?auto=format&fit=max&w=850&dpr=2 2x"
   alt="Case Management settings page showing incident auto-escalation configuration" /%}

When enabled, any case that meets your specified query criteria (at any point in its lifecycle) automatically triggers an incident, enabling faster response times for your team.

## Slack mirroring{% #slack-mirroring %}

With the Slack integration, replies in Slack notification threads linked to a case are automatically mirrored to the case activity timeline. This keeps the case context up to date without requiring manual updates in Datadog. Slack thread mirroring to cases is supported for:

- [Slack notifications](https://docs.datadoghq.com/incident_response/case_management/notifications_integrations.md#notifications) generated from Case Management
- Slack notifications generated from Monitors using [case handles](https://docs.datadoghq.com/incident_response/case_management/create_case.md#automatic-case-creation)
- Slack threads for cases created directly from Slack using the [Slack integration](https://docs.datadoghq.com/integrations/slack.md?tab=datadogforslack)

**To configure Slack thread mirroring**:

Make sure the [Slack integration](https://docs.datadoghq.com/integrations/slack.md?tab=datadogforslack) is configured for your Datadog organization.

Slack thread mirroring is enabled by default for all Case Management projects. To disable it for a specific project:

1. Navigate to [**Project Settings**](https://app.datadoghq.com/cases/settings) and click on a project to expand its settings.
1. In the expanded menu, click **Integrations** > **Slack**.
1. Toggle off **Slack thread mirroring**.

### How it works{% #how-it-works %}

- For any case notifications sent to Slack, activity in the notification thread is mirrored back to the case.
- Mirrored activity includes any text replies (attachments are not supported). Each mirrored message shows the Slack user's name and Slack as the source.
- Multiple Slack threads can mirror comments into a single case.
- Mirroring is one-directional: messages flow from Slack to the case, not from the case to Slack.

## Further Reading{% #further-reading %}

- [Integrate ServiceNow ITSM with Datadog to Accelerate Incident Response](https://www.datadoghq.com/blog/servicenow-datadog-incident-response)
- [Troubleshooting third-party integrations](https://docs.datadoghq.com/incident_response/case_management/troubleshooting.md)