ServiceNow is an IT service management platform for recording, tracking, and managing a company’s enterprise-level IT processes in a single location.
The Datadog ServiceNow integration is a two-way integration that allows you to:
Datadog integrates with the following ServiceNow tools:
Service Graph Connector for Datadog can automatically populate server and database configuration items (CIs) in the CMDB for new resources discovered by Datadog. The Service Graph connector is available through the ServiceNow store.
For configuration, follow the Service Graph Connector’s guided setup instructions.
Supported CI Types:
The notes below only apply if you have already configured the integration for ServiceNow ITOM/ITSM:
Target table and Custom table values from the configuration tile. You can save the integration with the Target table default values.To use any of the modules, first, install the latest Datadog Update Set on your ServiceNow instance, and configure the ServiceNow integration tile in Datadog.
In ServiceNow:
Datadog-SNow_Update_Set_vX.X.X.xml file provided.Loaded. Click on the name of the Update Set to preview and commit the code to the system.After setup is complete, search for Datadog in the navigation menu and see tables appear.
In order to access import tables and apply transform maps, the ServiceNow user needs the following permissions:
x_datad_datadog.userimport_set_loaderimport_transformerIf you’d like to send notifications directly to the Incident table or Event table, you need the ITIL and evt_mgmt_integration roles.
Notifications using @servicenow-<INSTANCE_NAME> in Datadog populate the interim tables selected in your ServiceNow tile. Note the following steps assume you have already set up the ServiceNow tile in the Datadog integrations page. Once that has been completed:
@servicenow-<INSTANCE_NAME> in a monitor or event notification. The raw data populates rows in the interim table and is forwarded to the ServiceNow table specified in the mappings and transformations you created.
Add New Instance.<INSTANCE_NAME>.service-now.com.Note: You can create a limited user in ServiceNow just for Datadog.
The Datadog Incident and Datadog Event tables use a transform map to transform Datadog events to corresponding incidents and events in ServiceNow.
If you’re not seeing events in your ServiceNow tables and instead have
An error message in your Datadog integration tile or an Error while trying to post to your ServiceNow instance notification:
The integration is configured, an alert triggered, and no ticket is created:
The ServiceNow user needs rest_service and x_datad_datadog.user roles so that it can access the import tables. If you’re using the legacy way of sending notifications directly to either the Incident table or Event table, you need the permissions itil and evt_mgmt_integration.
Need additional help? Contact Datadog support.
To prevent the import set table x_datad_datadog_import_host from accumulating too many rows, an auto-flush rule has been added to the Table Cleaner tool to keep only the last 24 hours of data. This configuration setting can be changed as needed by navigating to sys_auto_flush_list.do in the filter navigator and going into the rule for the x_datad_datadog_import_host table. The Age in seconds field can be updated accordingly.
After ServiceNow is connected to your Datadog account, alerts received can automatically create support tickets and send them to the ServiceNow ticketing queue. From there, your support team is notified of issues using the communication workflows that you have already established inside ServiceNow. Mention @servicenow in the alert message or add @servicenow to the notification list for that monitor.
Variables can be used in the body of your alerts or in field mappings to ensure details from the event are included in ServiceNow. For example, you can include the title and severity in the appropriate ServiceNow field or you can include a link back to the specific incident in Datadog right from the ServiceNow ticket.
The priority field in ServiceNow incidents is read only and can only be updated using priority lookup rules.
Define Impact and Urgency in monitors to calculate the ServiceNow incident priority.
Once the monitor state returns to normal, the associated support ticket is automatically marked as “resolved”.
Click one of the tables, for example Datadog Incident Tables, and scroll to the bottom of the record to see the link for the associated transform map.
Click on the name of the transform map to view the record:
At the top are two important fields on the Transform record - Source table and Target table:
Notes:
Click New:
Select the source and target fields for one to one mappings:
Or, check the Use source script box and define transformations:
Note: For mapping any custom fields in the Integration Tile, you can use the following mapping script for either the Datadog Event and Incident Transform maps. In this example the field my_field was defined as a custom field in the integration tile:
answer = (function transformEntry(source)
{
var additional_info = JSON.parse(source.additional_info);
return additional_info.custom_my_field;
})(source);
Use Mapping Assist (under Related Links) to map several source and target fields:
To validate the integration is set up correctly, add @servicenow in a monitor or event notification. The raw data populates rows in the interim table and is forwarded to the ServiceNow table specified in the mappings and transformations you created.
Additional helpful documentation, links, and articles:
