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site.Case Management provides the capability to create third-party integrations for generating notifications or tickets automatically or manually:
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.
To get notified when a new case is created, create a view:
Integration | Configuration |
---|---|
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. |
In Project Settings, you can manage membership, configure the auto-closing of cases, and set up third-party integrations like Jira and ServiceNow.
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. |
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.
Available for Jira Cloud, not Jira Data Center.
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. |
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.
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, click Integrations > Datadog Incidents, and toggle on Auto-escalate cases to Incidents.
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.
추가 유용한 문서, 링크 및 기사: