Dynatrace Integration Guide

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Integration Walkthrough

There are two ways to integrate PagerDuty with Dynatrace:

• Create an integration on a PagerDuty service. Integrating with a PagerDuty service directly can be beneficial if you don’t need to route alerts from the integrated tool to different responders based on the event payload. You can still use service event rules to perform actions such as suppressing. Note: In PagerDuty, users must have a Manager base role or higher.
• Create a custom webhook integration. This method is beneficial if you would like to have a customized payload, and you can also opt to integrate using a global event routing key.

In Dynatrace

Create an Integration on a PagerDuty Service

1. In your Dynatrace account, click the menu button on the top left of the page. 2. Select Settings → Integration → Problem Notifications → Set up notifications. 3. Select PagerDuty as the notification method and click the Alert with PagerDuty button. 4. You will be redirected to PagerDuty, and asked to authorize the integration by entering your PagerDuty login credentials or by authenticating with your SSO provider. 5. Next, you’ll be asked to create a new PagerDuty service or to select an existing one. Dynatrace will use this service to trigger new incidents in PagerDuty. 

• If you’re using this integration on an existing service, select your desired service and click Finish Integration. 
• If you are creating a new service, enter a Service name that represents the application, component or team that you wish to open incidents against (examples: "MobileApp", "Shopping Cart" or "BizOps"), and select the Escalation policy you would like to use. Click Finish Integration.

6. Next you’ll be redirected back to Dynatrace and you will see the integration details. You may optionally add an Alerting Profile at this step. Next, click Send test notification. 7. You should see a dialog noting that the integration was successful, with a corresponding test incident triggered in PagerDuty. Click Save to complete the integration. Your new notification method will show next to any other methods you’ve added.

Create a Custom Webhook Integration

1. In Dynatrace, navigate to Settings → Integration → Problem notifications. 2. Click Set up notifications, and select Custom integration. 3. On the Set up custom integration screen, enter a Name for your integration, in the Webhook URL field, enter the generic PagerDuty Events URL https://events.pagerduty.com/v2/enqueue and input the following in the Custom payload field. In the routing_key field, enter an Integration Key for a generic Events API integration, or enter a global event routing Integration Key:

{
"dedup_key": "{PID}",
"event_action": "trigger",
"routing_key" : "YOUR_INTEGRATION_KEY",
"payload": {

 
"summary": "{ProblemTitle}",
"source": "{ImpactedEntity}",
"severity": "critical",
"client": "dynatrace",
"client_url": "{ProblemURL}",

 
"custom_details": {
"incident_key": "{PID}",
"hostname": "{ImpactedEntity}",
"event_storage_id": "{ImpactedEntity}",
"State": "{State}",
"ProblemTitle": "{ProblemTitle}",
"Problem Details HTML": "{ProblemDetailsHTML}",
"Problem Details JSON": {ProblemDetailsJSON},
"ProblemID": "{ProblemID}",
"Impact": "{ProblemImpact}"
   
        }
    }
}

4. Click Send test notification and you should receive a “Custom integration test successful” dialog. Click Save to complete the integration.

FAQ

Can I add multiple PagerDuty integrations to my Dynatrace account?

Yes! You would simply repeat all the steps above to create a new service to use with Dynatrace, or you can opt to create a webhook integration and use a global event routing integration key (instructions above).

Will Dynatrace resolve an open incident once it is no longer an issue?

If you are creating an integration on a PagerDuty service, Dynatrace will resolve incidents once the issue has been resolved.  If you are creating an integration with a custom webhook, you will need to use event rules to interpret the "status" field in the custom_details. Using a custom webhook integration on its own will not work because the custom webhook isn't sending the actual "status" (opened or closed) and it will always be interpreted as an alert.  Please contact our support team if you need any assistance with the integration.