Dynatrace

Connect with Dynatrace to update information and take actions from within Hornbill

Package Details

• Vendor: Dynatrace
• Target Platform: Windows Universal
• Package Type: Application Management

Why use this

Synchronize Hornbill Incidents with Dynatrace Problems

Empower service desk agents to update and close Dynatrace Problems in seconds, avoiding the need to log in to Dynatrace once a resolution has been actioned. Update and close actions can also be triggered automatically from within Hornbill as part of a business process or runbook automation.

Example: When Dynatrace detects an app/infrastructure event that requires action, Hornbill can automatically trigger a runbook to solve the issue, post a comment against the Dynatrace Problem (to record what happened), and close it—reducing the workload on your IT team.

Benefits

• Apply detect-and-correct automations for real-time resolution
• Eliminate outages
• Improve service quality and satisfaction
• Reduce service desk calls

How to get it

• You can try out ITOM for free (not for production use, limited runs) by installing the ITOM application from the Hornbill App Store.
• If you would like to explore ITOM and consider subscribing, please contact your account manager here.

Requirements

• Install the Hornbill Site Integration Server inside your firewall (if you don’t already have it)
• PowerShell v5.x
• If the script execution policy on the machine executing these operations is set to Restricted, then this will need to be updated to RemoteSigned. See the Microsoft website for more information.

Authentication

When creating jobs for operations contained within this package, they need to be run on the target machine as a user who has the correct privileges within your environment. To create and securely store keys to run the operations:

• In the Configuration area of your Hornbill instance, navigate to Platform Configuration > Security > KeySafe;
• Click on the + Create New Key button, then select Username + Password;
• Give the KeySafe Key a Title (this is the name/identifier for the Active Directory account as you will see it when creating an IT Automation Job, or adding an IT Automation node to a Workflow);
• Optionally add a Description;
• Populate the Username field with the domain username for the account being used, for example: DOMAINNAME\yourusername;
• Populate the Password field with the password for the above account;
• Select Create Key to save.

Extra Credentials

Operations in this package require extra credentials to be sent, as well as the credentials for the user running the operation (as above). To create and securely store keys to run the operations:

• In the Configuration area of your Hornbill instance, navigate to Platform Configuration > Security > KeySafe;
• Click on the + Create New Key button, then select Dynatrace Managed;
• Give the KeySafe Key a Title (this is the name/identifier for the Dynatrace account as you will see it when creating an IT Automation Job, or adding an IT Automation node to a Workflow);
• Optionally add a Description;
• Populate the API Token field with an API Token generated against a Dynatrace account with permission to be able to perform the selected operations;
• Populate the Endpoint field with the API Endpoint for your Dynatrace instance. For example: https://{your-domain}/e/{your-environment-id}/api/v1 where {your-domain} should be replaced by the host domain of the Dynatrace instance, and {your-environment-id} should be replaced with your Dynatrace environment ID;
• Select Create Key to save.

Once you have created your KeySafe Keys, you can then use them to populate the **Credentials

Admin or Run As** and Extra Credentials inputs when creating IT Automation Jobs from this package.

Package Automations