ServiceNow Basic Open and Close Incident

[Dynatrace-Tomislav]

Workflow (WF) to demonstrate basic logic for opening and closing ServiceNow incidents:

• WF will be triggered on problem open and close.
• Task A: Search if SNOW incident already exists in SNOW
• Task B: If SNOW incident does not exist AND new Problem (event.status = OPEN) ---> create new incident in SNOW
• Task C: If SNOW incident does exist AND Problem was closed in DT (event.status = CLOSED) ---> resolve incident in SNOW

The focus of this WF sample is to demonstrate the opening and closing logic for ServiceNow incidents with conditional Jinja expressions:

• If new DT problem opens ---> create SNOW incident
• If new DT problem closes ---> resolve SNOW incident

All other aspects of the WF are intentionally kept basic (using WF ServiceNow task defaults), to help you get started as quickly as possible after importing this WF. This WF sample can then be expanded further based on your requirements.

[Copilot]

Pull request overview

This PR introduces a new ServiceNow workflow sample that demonstrates basic incident lifecycle management by creating incidents when Dynatrace problems open and resolving them when problems close. The workflow uses conditional Jinja expressions to control incident creation and resolution based on problem status and existing incident searches.

• Implements a three-task workflow: search for existing incidents, create new incidents, and resolve existing incidents
• Uses conditional logic to determine whether to create or resolve incidents based on problem status
• Configures triggers for Davis problem events across multiple categories (availability, error, slowdown, etc.)

Reviewed changes

Copilot reviewed 2 out of 2 changed files in this pull request and generated 2 comments.

File	Description
wf_servicenow_-_basic_open_and_close.json	Complete workflow definition with three tasks for searching, creating, and resolving ServiceNow incidents based on Dynatrace problem events
Readme.md	Documentation explaining the workflow's purpose, task sequence, and conditional logic for incident management

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