From d09706574f0bf4b413a75d5789b521cff0d745d2 Mon Sep 17 00:00:00 2001 From: Emma Chiu Date: Wed, 14 Oct 2026 13:37:12 -0400 Subject: [PATCH 1/8] Update ServiceNow Update Set to v2.9.3 and add On-Call section Add Datadog-Snow_Update_Set_v2.9.3.xml and point the ITOM/ITSM setup guide and the Incident Management ServiceNow page at it. Add a Configure Datadog On-Call section to the ITOM/ITSM setup guide covering the On-Call ServiceNow connection, routing rules, and creating an On-Call page from a ServiceNow business rule. Co-Authored-By: Claude Opus 5 --- .../integrations/servicenow.md | 4 +- .../guide/servicenow-itom-itsm-setup.md | 21 +- .../xml/Datadog-Snow_Update_Set_v2.9.3.xml | 17550 ++++++++++++++++ 3 files changed, 17571 insertions(+), 4 deletions(-) create mode 100644 hugo/static/resources/xml/Datadog-Snow_Update_Set_v2.9.3.xml diff --git a/hugo/content/en/incident_response/incident_management/setup_and_configuration/integrations/servicenow.md b/hugo/content/en/incident_response/incident_management/setup_and_configuration/integrations/servicenow.md index 837bb9b2e415..ecd651b8e4c4 100644 --- a/hugo/content/en/incident_response/incident_management/setup_and_configuration/integrations/servicenow.md +++ b/hugo/content/en/incident_response/incident_management/setup_and_configuration/integrations/servicenow.md @@ -29,7 +29,7 @@ The ServiceNow integration with Datadog Incident Management provides you with th To use automatic incident creation and bidirectional sync with ServiceNow: 1. Install the [ServiceNow integration][1] through the ServiceNow Integration tile and ensure you have the [ServiceNow tile configured][2] with your ServiceNow instance in Datadog. -2. Install the [ITOM/ITSM Integration for Datadog][3] (recommended) from the ServiceNow store, or download the latest Update Set ([Datadog-Snow_Update_Set_v2.8.0.xml][4]) and upload it to your ServiceNow instance manually. +2. Install the [ITOM/ITSM Integration for Datadog][3] (recommended) from the ServiceNow store, or download the latest Update Set ([Datadog-Snow_Update_Set_v2.9.3.xml][4]) and upload it to your ServiceNow instance manually. 3. Create a [service account application key][5] in Datadog for secure authentication. **Note**: Datadog recommends creating a service account key instead of using a personal one, which risks breaking the ServiceNow sync if the user's account is deactivated or if their permissions change. ## Setup @@ -109,7 +109,7 @@ The following fields are synced between Datadog Incident Management and ServiceN [1]: https://app.datadoghq.com/integrations/servicenow [2]: /integrations/servicenow/#configure-the-servicenow-tile-in-datadog [3]: https://store.servicenow.com/store/app/e0e963a21b246a50a85b16db234bcb67 -[4]: /resources/xml/Datadog-Snow_Update_Set_v2.8.0.xml +[4]: /resources/xml/Datadog-Snow_Update_Set_v2.9.3.xml [5]: /account_management/org_settings/service_accounts/#create-or-revoke-application-keys [6]: https://app.datadoghq.com/incidents/settings#Integrations [7]: /integrations/guide/servicenow-itom-itsm-setup/#tranform-maps diff --git a/hugo/content/en/integrations/guide/servicenow-itom-itsm-setup.md b/hugo/content/en/integrations/guide/servicenow-itom-itsm-setup.md index b30b8713c24b..3fdc0c865901 100644 --- a/hugo/content/en/integrations/guide/servicenow-itom-itsm-setup.md +++ b/hugo/content/en/integrations/guide/servicenow-itom-itsm-setup.md @@ -15,6 +15,7 @@ To use the integration, follow the instructions to install it, and then configur 1. [Configure Datadog templated monitor notifications](#monitor-notifications) 1. [Configure Datadog Work Management](#case-management) 1. [Configure Datadog Incident Management](#incident-management) + 1. [Configure Datadog On-Call](#on-call) 1. [Customize data with transform maps](#transform-maps) ## Configure the ServiceNow tile {#tile} @@ -25,7 +26,7 @@ Before installing the integration, ensure you have the [ServiceNow tile configur There are two ways to install the integration: - Datadog recommends installing the latest version of the [ITOM/ITSM Integration for Datadog][1] integration from the ServiceNow store. -- Alternatively, you can download the latest Update Set ([Datadog-Snow_Update_Set_v2.8.0.xml][2]) and upload it to your ServiceNow instance manually. +- Alternatively, you can download the latest Update Set ([Datadog-Snow_Update_Set_v2.9.3.xml][2]) and upload it to your ServiceNow instance manually. ## Configure the integration @@ -255,6 +256,21 @@ After installing the integration, in Datadog, go to the [Integration Settings][9 For step-by-step instructions on setting up and configuring this integration for incident management, see [Integrate ServiceNow with Datadog Incident Management][12]. +### Configure Datadog On-Call {#on-call} + +Create a ServiceNow incident when a Datadog On-Call page triggers, and page Datadog On-Call from a ServiceNow record. + +1. In Datadog, go to **Incident Response** > **On-Call** > **Settings**. On the left side, select **Integrations**. +1. Click **ServiceNow**, then click **Add Connection** and configure the settings for the connection with your instance. +1. Click a [routing rule][13] for a team, and add a rule that creates a ServiceNow incident when an On-Call page triggers. +1. To create a Datadog On-Call page from ServiceNow, add a business rule in ServiceNow that calls the `PublishOnCallPage` script include with the target type, the identifier of the paging target, and the urgency of the page. This script include requires ITOM/ITSM integration version 2.8.0 or newer, and uses the credentials from the [**Configuration** record](#sync-bidirectionally), so complete that configuration first. For example: + + ``` + + ``` + ## Sync data bidirectionally between ServiceNow and Work/Incident Management {#sync-bidirectionally} In ServiceNow, you can sync state, impact, and urgency bidirectionally with both Work Management and Incident Management. @@ -399,7 +415,7 @@ Need additional help? Contact [Datadog support][10]. {{< partial name="whats-next/whats-next.html" >}} [1]: https://store.servicenow.com/store/app/e0e963a21b246a50a85b16db234bcb67 -[2]: /resources/xml/Datadog-Snow_Update_Set_v2.8.0.xml +[2]: /resources/xml/Datadog-Snow_Update_Set_v2.9.3.xml [3]: /integrations/servicenow/#configure-the-servicenow-tile-in-datadog [4]: https://app.datadoghq.com/integrations?integrationId=servicenow [5]: https://app.datadoghq.com/work/settings @@ -410,3 +426,4 @@ Need additional help? Contact [Datadog support][10]. 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+Base Cases Table.Case status +Dictionary +global + + + + + + +INSERT_OR_UPDATE +28a41a50db032200c1e6771ebf961998 +customer + +sys_dictionary_x_datad_datadog_base_incidents_table_incident_state +<?xml version="1.0" encoding="UTF-8"?><record_update><sys_dictionary action="INSERT_OR_UPDATE" element="incident_state" table="x_datad_datadog_base_incidents_table"><active>true</active><array>false</array><attributes/><audit>false</audit><calculation><![CDATA[(function calculatedFieldValue(current) { + + // Add your code here + return ''; // return the calculated value + +})(current);]]></calculation><choice/><choice_field/><choice_table/><column_label>Incident State</column_label><comments/><create_roles/><default_value/><defaultsort/><delete_roles/><dependent/><dependent_on_field/><display>false</display><dynamic_creation>false</dynamic_creation><dynamic_creation_script/><dynamic_default_value/><dynamic_ref_qual/><element>incident_state</element><element_reference>false</element_reference><foreign_database/><formula/><function_definition/><function_field>false</function_field><internal_type display_value="">string_full_utf8</internal_type><mandatory>false</mandatory><max_length>40</max_length><name>x_datad_datadog_base_incidents_table</name><next_element/><primary>false</primary><read_only>false</read_only><read_only_option/><read_roles/><reference/><reference_cascade_rule/><reference_floats>false</reference_floats><reference_key/><reference_qual/><reference_qual_condition/><reference_type/><spell_check>false</spell_check><staged>false</staged><sys_class_name>sys_dictionary</sys_class_name><sys_created_by>admin</sys_created_by><sys_created_on>2024-03-22 18:08:29</sys_created_on><sys_id>68e8ca2333b22214946d955a7e5c7bd4</sys_id><sys_name>Incident State</sys_name><sys_package display_value="ITOM/ITSM Integration for Datadog" source="x_datad_datadog">28a41a50db032200c1e6771ebf961998</sys_package><sys_policy/><sys_scope display_value="ITOM/ITSM Integration for Datadog">28a41a50db032200c1e6771ebf961998</sys_scope><sys_update_name>sys_dictionary_x_datad_datadog_base_incidents_table_incident_state</sys_update_name><sys_updated_by>admin</sys_updated_by><sys_updated_on>2024-03-22 18:08:29</sys_updated_on><table_reference>false</table_reference><text_index>false</text_index><unique>false</unique><use_dependent_field>false</use_dependent_field><use_dynamic_default>false</use_dynamic_default><use_reference_qualifier>simple</use_reference_qualifier><virtual>false</virtual><virtual_type>script</virtual_type><widget/><write_roles/><xml_view>false</xml_view></sys_dictionary></record_update> +1592602775 +43e4879733330750946d955a7e5c7b38 +false +admin +2026-10-13 15:48:22 +0be4879733330750946d955a7e5c7bba +0 +1a135f315d90000001 +admin +2026-10-13 15:48:22 +x_datad_datadog_base_incidents_table
+Base Incidents Table.Incident State +Dictionary +global + + + + + + +INSERT_OR_UPDATE +28a41a50db032200c1e6771ebf961998 +customer + +sys_dictionary_x_datad_datadog_base_page_table_page_timeline +truefalsefalse0Page timelinefalsefalsepage_timelinefalsefalsestring_full_utf8false4000x_datad_datadog_base_page_tablefalsefalsefalsefalsefalsesys_dictionaryadmin2026-09-14 12:00:00ebd38f5333330750946d955a7e5c7b33Page timeline28a41a50db032200c1e6771ebf96199828a41a50db032200c1e6771ebf961998sys_dictionary_x_datad_datadog_base_page_table_page_timelineadmin2026-09-14 12:00:00falsefalsefalsefalsefalsesimplefalsescriptfalse]]> +-1538593126 +43e4879733330750946d955a7e5c7b38 +false +admin +2026-10-13 15:48:22 +0be4879733330750946d955a7e5c7bbf +0 +1a135f330e90000001 +admin +2026-10-13 15:48:22 +x_datad_datadog_base_page_table
+Base Pages Table.Page timeline +Dictionary +global + + + + + + +INSERT_OR_UPDATE +28a41a50db032200c1e6771ebf961998 +customer + +sys_dictionary_x_datad_datadog_base_table_date +<?xml version="1.0" encoding="UTF-8"?><record_update><sys_dictionary action="INSERT_OR_UPDATE" element="date" table="x_datad_datadog_base_table"><active>true</active><array>false</array><attributes/><audit>false</audit><calculation><![CDATA[(function calculatedFieldValue(current) { + + // Add your code here + return ''; // return the calculated value + +})(current);]]></calculation><choice/><choice_field/><choice_table/><column_label>Date</column_label><comments/><create_roles/><default_value/><defaultsort/><delete_roles/><dependent/><dependent_on_field/><display>false</display><dynamic_creation>false</dynamic_creation><dynamic_creation_script/><dynamic_default_value/><dynamic_ref_qual/><element>date</element><element_reference>false</element_reference><foreign_database/><formula/><function_definition/><function_field>false</function_field><internal_type display_value="">glide_date_time</internal_type><mandatory>false</mandatory><max_length>40</max_length><name>x_datad_datadog_base_table</name><next_element/><primary>false</primary><read_only>false</read_only><read_only_option/><read_roles/><reference/><reference_cascade_rule/><reference_floats>false</reference_floats><reference_key/><reference_qual/><reference_qual_condition/><reference_type/><spell_check>false</spell_check><staged>false</staged><sys_class_name>sys_dictionary</sys_class_name><sys_created_by>admin</sys_created_by><sys_created_on>2016-11-10 22:30:57</sys_created_on><sys_id>8de80e2333b22214946d955a7e5c7bae</sys_id><sys_name>Date</sys_name><sys_package display_value="ITOM/ITSM Integration for Datadog" source="x_datad_datadog">28a41a50db032200c1e6771ebf961998</sys_package><sys_policy/><sys_scope display_value="ITOM/ITSM Integration for Datadog">28a41a50db032200c1e6771ebf961998</sys_scope><sys_update_name>sys_dictionary_x_datad_datadog_base_table_date</sys_update_name><sys_updated_by>admin</sys_updated_by><sys_updated_on>2020-11-11 20:04:20</sys_updated_on><table_reference>false</table_reference><text_index>false</text_index><unique>false</unique><use_dependent_field>false</use_dependent_field><use_dynamic_default>false</use_dynamic_default><use_reference_qualifier>simple</use_reference_qualifier><virtual>false</virtual><virtual_type/><widget/><write_roles/><xml_view>false</xml_view></sys_dictionary></record_update> +315307621 +43e4879733330750946d955a7e5c7b38 +false +admin +2026-10-13 15:48:22 +0be4879733330750946d955a7e5c7bc4 +0 +1a135f30bbf0000001 +admin +2026-10-13 15:48:22 +x_datad_datadog_base_table
+Base Monitors Table.Date +Dictionary +global + + + + + + +INSERT_OR_UPDATE +28a41a50db032200c1e6771ebf961998 +customer + +sys_dictionary_x_datad_datadog_base_templated_monitors_table_alert_title +<?xml version="1.0" encoding="UTF-8"?><record_update><sys_dictionary action="INSERT_OR_UPDATE" element="alert_title" table="x_datad_datadog_base_templated_monitors_table"><active>true</active><array>false</array><attributes/><audit>false</audit><calculation><![CDATA[(function calculatedFieldValue(current) { + + // Add your code here + return ''; // return the calculated value + +})(current);]]></calculation><choice/><choice_field/><choice_table/><column_label>Alert Title</column_label><comments/><create_roles/><default_value/><defaultsort/><delete_roles/><dependent/><dependent_on_field/><display>false</display><dynamic_creation>false</dynamic_creation><dynamic_creation_script/><dynamic_default_value/><dynamic_ref_qual/><element>alert_title</element><element_reference>false</element_reference><foreign_database/><formula/><function_definition/><function_field>false</function_field><internal_type display_value="">string_full_utf8</internal_type><mandatory>false</mandatory><max_length>1000</max_length><name>x_datad_datadog_base_templated_monitors_table</name><next_element/><primary>false</primary><read_only>false</read_only><read_only_option/><read_roles/><reference/><reference_cascade_rule/><reference_floats>false</reference_floats><reference_key/><reference_qual/><reference_qual_condition/><reference_type/><spell_check>false</spell_check><staged>false</staged><sys_class_name>sys_dictionary</sys_class_name><sys_created_by>admin</sys_created_by><sys_created_on>2024-09-24 19:40:06</sys_created_on><sys_id>1c65a7c9332be650946d955a7e5c7b8d</sys_id><sys_name>Alert Title</sys_name><sys_package display_value="ITOM/ITSM Integration for Datadog" source="x_datad_datadog">28a41a50db032200c1e6771ebf961998</sys_package><sys_policy/><sys_scope display_value="ITOM/ITSM Integration for Datadog">28a41a50db032200c1e6771ebf961998</sys_scope><sys_update_name>sys_dictionary_x_datad_datadog_base_templated_monitors_table_alert_title</sys_update_name><sys_updated_by>admin</sys_updated_by><sys_updated_on>2024-09-24 19:40:06</sys_updated_on><table_reference>false</table_reference><text_index>false</text_index><unique>false</unique><use_dependent_field>false</use_dependent_field><use_dynamic_default>false</use_dynamic_default><use_reference_qualifier>simple</use_reference_qualifier><virtual>false</virtual><virtual_type>script</virtual_type><widget/><write_roles/><xml_view>false</xml_view></sys_dictionary></record_update> +1153153236 +43e4879733330750946d955a7e5c7b38 +false +admin +2026-10-13 15:48:22 +0be4879733330750946d955a7e5c7bd8 +0 +1a135f31d150000001 +admin +2026-10-13 15:48:22 +x_datad_datadog_base_templated_monitors_table
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+Base Templated Monitors Table.Monitor Priority +Dictionary +global + + + + + + +INSERT_OR_UPDATE +28a41a50db032200c1e6771ebf961998 +customer + +sys_dictionary_x_datad_datadog_incidents_itsm_table_incident_state_integer +<?xml version="1.0" encoding="UTF-8"?><record_update><sys_dictionary action="INSERT_OR_UPDATE" element="incident_state_integer" table="x_datad_datadog_incidents_itsm_table"><active>true</active><array>false</array><attributes>edge_encryption_enabled=true</attributes><audit>false</audit><calculation><![CDATA[(function calculatedFieldValue(current) { + + // Add your code here + return ''; // return the calculated value + +})(current);]]></calculation><choice/><choice_field/><choice_table/><column_label>Incident State Integer</column_label><comments/><create_roles/><default_value/><defaultsort/><delete_roles/><dependent/><dependent_on_field/><display>false</display><dynamic_creation>false</dynamic_creation><dynamic_creation_script/><dynamic_default_value/><dynamic_ref_qual/><element>incident_state_integer</element><element_reference>false</element_reference><foreign_database/><formula/><function_definition/><function_field>false</function_field><internal_type display_value="Integer">integer</internal_type><mandatory>false</mandatory><max_length>40</max_length><name>x_datad_datadog_incidents_itsm_table</name><next_element/><primary>false</primary><read_only>false</read_only><read_only_option/><read_roles/><reference/><reference_cascade_rule/><reference_floats>false</reference_floats><reference_key/><reference_qual/><reference_qual_condition/><reference_type/><spell_check>false</spell_check><staged>false</staged><sys_class_name>sys_dictionary</sys_class_name><sys_created_by>admin</sys_created_by><sys_created_on>2025-08-06 20:51:27</sys_created_on><sys_id>eafcb09b3b6383506ceccc9e53e45a48</sys_id><sys_name>Incident State Integer</sys_name><sys_package display_value="ITOM/ITSM Integration for Datadog" source="x_datad_datadog">28a41a50db032200c1e6771ebf961998</sys_package><sys_policy/><sys_scope display_value="ITOM/ITSM Integration for Datadog">28a41a50db032200c1e6771ebf961998</sys_scope><sys_update_name>sys_dictionary_x_datad_datadog_incidents_itsm_table_incident_state_integer</sys_update_name><sys_updated_by>admin</sys_updated_by><sys_updated_on>2025-08-06 20:51:27</sys_updated_on><table_reference>false</table_reference><text_index>false</text_index><unique>false</unique><use_dependent_field>false</use_dependent_field><use_dynamic_default>false</use_dynamic_default><use_reference_qualifier>simple</use_reference_qualifier><virtual>false</virtual><virtual_type>script</virtual_type><widget/><write_roles/><xml_view>false</xml_view></sys_dictionary></record_update> +1990689577 +43e4879733330750946d955a7e5c7b38 +false +admin +2026-10-13 15:48:22 +0be4879733330750946d955a7e5c7be2 +0 +1a135f329a30000001 +admin +2026-10-13 15:48:22 +x_datad_datadog_incidents_itsm_table
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