ServiceNow Dynatrace Integration Guide

(function process(request, response) {
    try {
        var payload = JSON.parse(request.body.data);
        var problemId = payload.ProblemID;
        var problemTitle = payload.ProblemTitle;
        var state = payload.State;
        
        var incident = new GlideRecord('incident');
        incident.addQuery('correlation_id', problemId);
        incident.query();
        
        if (incident.next()) {
            if (state === 'RESOLVED') {
                incident.state = 6; // Resolved
                incident.close_code = 'Resolved by monitoring tool';
                incident.close_notes = 'Problem resolved in Dynatrace';
            }
            incident.update();
        } else if (state === 'OPEN') {
            incident.initialize();
            incident.short_description = 'Dynatrace Problem: ' + problemTitle;
            incident.correlation_id = problemId;
            incident.category = 'Software';
            incident.priority = payload.ImpactLevel === 'APPLICATION' ? 2 : 3;
            incident.insert();
        }
        
        response.setStatus(200);
        response.getWriter().print(JSON.stringify({status: 'success', incident: incident.number}));
    } catch (e) {
        gs.error('Dynatrace webhook error: ' + e.message);
        response.setStatus(400);
        response.getWriter().print(JSON.stringify({error: e.message}));
    }
})(request, response);

var dtConn = 'Dynatrace Production';
var entityTypes = ['APPLICATION', 'HOST', 'SERVICE'];

for (var i = 0; i < entityTypes.length; i++) {
    try {
        var request = new RESTMessage('Dynatrace API', 'GET');
        request.setEndpoint('https://abc12345.live.dynatrace.com/api/v2/entities?entitySelector=type(' + entityTypes[i] + ')');
        request.setRequestHeader('Authorization', 'Api-Token ' + gs.getProperty('dynatrace.api.token'));
        
        var response = request.execute();
        if (response.getStatusCode() == 200) {
            var entities = JSON.parse(response.getBody()).entities;
            
            for (var j = 0; j < entities.length; j++) {
                var entity = entities[j];
                var ci = new GlideRecord('cmdb_ci_computer');
                ci.addQuery('correlation_id', entity.entityId);
                ci.query();
                
                if (!ci.next()) {
                    ci.initialize();
                    ci.correlation_id = entity.entityId;
                }
                
                ci.name = entity.displayName;
                ci.operational_status = entity.lastSeenTms ? 1 : 6;
                ci.discovery_source = 'Dynatrace';
                
                if (ci.isNewRecord()) {
                    ci.insert();
                } else {
                    ci.update();
                }
            }
        }
    } catch (e) {
        gs.error('CMDB sync error for ' + entityTypes[i] + ': ' + e.message);
    }
}

(function executeRule(current, previous) {
    if (current.correlation_id && current.correlation_id.startsWith('PROBLEM-')) {
        try {
            var request = new RESTMessage('Dynatrace API', 'GET');
            request.setEndpoint('https://abc12345.live.dynatrace.com/api/v2/problems/' + current.correlation_id + '?fields=evidenceDetails,rootCauseEntity,affectedEntities');
            request.setRequestHeader('Authorization', 'Api-Token ' + gs.getProperty('dynatrace.api.token'));
            
            var response = request.execute();
            if (response.getStatusCode() == 200) {
                var problem = JSON.parse(response.getBody());
                var enrichmentData = {
                    rootCause: problem.rootCauseEntity ? problem.rootCauseEntity.name : 'Unknown',
                    affectedEntities: problem.affectedEntities.length,
                    evidenceDetails: problem.evidenceDetails
                };
                
                current.work_notes = 'Dynatrace Analysis: ' + JSON.stringify(enrichmentData, null, 2);
                current.u_root_cause = enrichmentData.rootCause;
                current.u_affected_services = enrichmentData.affectedEntities;
            }
        } catch (e) {
            gs.error('Failed to enrich incident with Dynatrace data: ' + e.message);
        }
    }
})(current, previous);