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:

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 cases you want to be notified for.
6. Select how you would like to be notified within the recipients field.
7. Click Save.

Notification options

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

1. Ensure the Jira integration is configured.
2. In Case Management project settings, enable Jira for manual Jira issue creation from the project.
3. Select a Jira account, a project to create issues in, and the desired issue type (such as story, epic, bug, or task).
4. You can opt into the automatic creation of a Jira issue for each case created in the project.
5. 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.

6. For case status and priority, select which values they map to on the Jira side.
7. 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.

ServiceNow

1. Configure the ServiceNow integration by following the ITOM and ITSM setup instructions.
2. In Case Management project settings, enable ServiceNow for manual ServiceNow incident creation from the project.
3. Select a ServiceNow instance and assignment group.
4. You can opt into the automatic creation of a ServiceNow incident for each case created in the project.
5. 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.

6. Select ServiceNow state values that Case Management status values should map to.
7. 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.

Further Reading

Additional helpful documentation, links, and articles:

Troubleshooting third-party integrationsDOCUMENTATION