Overview

Work Management provides the capability to create third-party integrations for generating notifications or tickets automatically or manually:

• Automatically: Each time a new work item is created, it generates a new ticket or notification.
• Manually: Users choose to create tickets or notifications for specific work items.

By linking Work 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 work items using full-stack telemetry in Datadog while keeping a record in these third-party systems.

Notifications

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

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

Notification options

Notification rules

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

1. Go to Project Settings and click on a project to expand its settings.
2. In the expanded menu, click Notifications.
3. Click + Create Rule to add a notification rule.
4. In the query field, enter a filter to scope notifications to specific work items. For example:

   priority:P1 OR priority:P2
   

   To receive notifications for all work items, leave the query blank.
5. Select which conditions will send a notification. You can choose one or more of the following:
   • Work item creation
   • Status transitions
   • Priority changes
   • Assignee changes
   • New alert correlation (for event management work items)
6. Choose a notification destination. Supported destinations include:
   • Email
   • Slack
   • Microsoft Teams
   • PagerDuty
   • Webhook
7. Click Save to activate the rule.

On-Call paging rules

From work items, you can manually or automatically page users with Datadog On-Call.

To manually trigger a page:

1. Open the work item details.
2. Click the Page button.

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

1. Go to Project Settings and click on a project to expand its settings.
2. In the expanded menu, click Integrations > Datadog On-Call.
3. Toggle on Automatically page work items to On-Call. This opens the Paging Rule modal, where you can define your first rule.
4. In the modal, enter a query. If a work item matches the specified query at any point in its lifecycle, Datadog automatically pages the designated team.
5. 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 work item through the Team attribute.
6. Click Add Rule.
7. 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.
8. (Optional) Toggle on the ability to automatically assign the work item to the on-call user when a page is triggered.

Third party tickets

In Project Settings, you can manage membership, configure the auto-closing of work items, and set up third-party integrations like Jira and ServiceNow.

Incident auto-escalation

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

Navigate to the Project Settings page, click Integrations > Datadog Incidents, and toggle on Auto-escalate work items to Incidents.

When enabled, any work item 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

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

• Slack notifications generated from Work Management
• Slack notifications generated from Monitors using case handles
• Slack threads for work items created directly from Slack using the Slack integration

To configure Slack thread mirroring:

Make sure the Slack integration is configured for your Datadog organization.

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

1. Navigate to Project Settings and click on a project to expand its settings.
2. In the expanded menu, click Integrations > Slack.
3. Toggle off Slack thread mirroring.

How it works

• For any work item notifications sent to Slack, activity in the notification thread is mirrored back to the work item.
• 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 work item.
• Mirroring is one-directional: messages flow from Slack to the work item, not from the work item to Slack.

Further Reading

Additional helpful documentation, links, and articles:

Troubleshooting third-party integrationsDOCUMENTATION Integrate ServiceNow ITSM with Datadog to Accelerate Incident ResponseBLOG Simplify request flows with Datadog Forms and Case ManagementBLOG Centralize human and agentic work with Datadog Work ManagementBLOG