Dynatrace delivers simplified, automated infrastructure monitoring that provides broad visibility across your hosts, VMs, containers, network, events, and logs. Dynatrace also provides automated, code-level visibility and root-cause answers for applications that span complex enterprise cloud environments.

Through this integration with Freshservice, triage all your Dynatrace alerts to Freshservice to enable your team to quickly resolve the issues.

You can also set alert rules to create contextual incidents to route it to the right team for a quick resolution.

Configuration in Freshservice:

Step 1:

Head to the Admin panel, scroll down to IT Operations Management, and select Monitoring Tools

If your account has more than one workspace, navigate to Admin > {Worskpace Name} > IT Operations Management> Monitoring Tools.

Step 2:

You are now on the Monitoring Tools list page. Select Add monitoring tool to add a new integration.

Step 3

You will see a list of pre-configured integrations, the gateway to custom integration using webhooks, and the option to use email as a channel for alerts. Select Dynatrace.

Step 4

Get the Endpoint URL and the Auth key for Dynatrace APM by following the integration setup.

Configuration in Dynatrace:

Creating Alerting Profiles:

  1. Navigate to Settings from left side navigation bar:

  1. Select Alerting -> Alerting Profiles from the Settings menu.

  2. Enter Alert name and click Create

  1. To track the service availability of the  host URL, under the ‘Define severity rules for profile’ section, select Availability for Problem Severity level. Click Save. 

  2. Click Done at the top-right corner to complete alert rule configuration.

Creating Monitor:

  1. Navigate to Monitor section in the left side navigation bar and select Synthetic.

  2. Select Create a Synthetic Monitor button and choose Create an HTTP Monitor option in the following screen.

  3.  Enter a name for the HTTP Monitor configuration and click on Add HTTP request Button.

  4. Enter HTTP URL and Name of the URL that needs to be monitored here. Under HTTP method, select Add HTTP request

  5. Select the verification options that are applicable for this URL and click on Select Frequency and locations

  6. Select Locations from where you would like the URL to be monitored.Once it is done, please navigate to the Summary section.

  7. Complete the monitor creation by selecting Create HTTP monitor.

Creating Integration:

  • Navigate to the Problems section on the left side navigation pane and click on Set up notifications button.

  • Select Custom Integrations option from the list of notification systems.

  • Fill the following details.

  • Enter a name in the Name field ,

  • In the Webhook URL field, paste the endpoint URL copied from Freshservice integration

  • In Additional HTTP headers section, add the header type as below

    • Authorization : ( Auth header copied from Freshservice integration )

    • Content-Type : application/json

  • Copy the payload shown below and paste it in the Custom payload section

  • Select an alerting profile and click on Send a Test notification to verify the set-up.

  • Click Save to save the integration in Dynatrace.


  • {
    "impacted_entities" : {ImpactedEntities},
    "pid" : "{PID}",
    "additional_info":{"custom_attribute1": "{ProblemURL}",
    "custom_attribute2": "{ProblemImpact}",
    "custom_attribute3": "{ProblemSeverity}"}

On successful completion of this configuration in Dynatrace, navigate to the alerts tab on the side pane in Freshservice to see all the alerts sent from Dynatrace.

Automatic alert resolution:

In order to resolve the alerts in Freshservice, on resolution of the issue in Dynatrace, create a new alert rule by following the steps below:

1. Click on Admin > Alert rules > New alert rule

2. Add the following condition 

    1. Additional info contains Resolved

3. Set action : Mark alert as resolved.

4. Save the alert rule.


All the alerts sent from Dynatrace will be triaged in the alerts tab.Automatic alert resolution: