Guide for Configuring the External Service Alert Dynatrace on the Elven Platform

The External Services Center of the Elven Platform is the bridge that connects you to the best tools on the market to monitor, manage, and resolve incidents in a simple and efficient way. In it, you can integrate Dynatrace with the Elven Platform, allowing the reception of alerts and events related to incidents directly on the platform. This enables you to monitor and analyze your applications and services from the perspective of Incident Management, using the best practices and methodologies available, all in one place.

API Token

To integrate the Elven Platform with Dynatrace, we need to create an API Token. This unique key is essential for the two platforms to connect securely, ensuring reliable and authenticated information exchange. Simply access the Organization Settings of the Elven Platform, navigate to the API section, and generate it.

Creating an API Token

• In the top menu, under your user settings, click on Organization Settings.

• In the API tab, click the + button to create a new API Token.

Accessing the External Service Alert Dynatrace

• Navigate to the main menu and click on Services Hub.

• In External Services Monitoring, select the Alert Dynatrace item.

Creating the External Service Alert Dynatrace

In the form, start by filling in the External Service Name field, which will be the name of the external service, and define the Responders, that is, the people or teams who will receive notifications related to this service. After that, click CREATE to proceed. This action will create the initial record of your external service.

Then, locate the API Token you generated earlier and select it to configure the integration with Dynatrace.

Configuring Webhooks in Dynatrace

To configure a webhook in Dynatrace and integrate it with Elven Platform, the process is simple and straightforward. Start by accessing the left side panel in Dynatrace, navigating to Apps > Manage > Settings Classic. There, go to the Integration section and select the Problem Notification option.

In the next step, click on Add Notification to create your new notification. Choose the notification type as Custom Integration and enter a friendly name in the Display Name field to make identification easier. In the Webhook URL field, insert the URL you obtained when configuring the external service in External Service Dynatrace.

Remember to enable the option Call Webhook if problem is Closed, ensuring you are notified both when problems are opened and closed. Also, add an HTTP header by setting the name as User-Agent and the value as 1PCustomAuth/1.0.

In the Custom Payload field, you must paste the content provided by Elven Platform. This payload is essential for the integration and must include the severity levels, which range from critical to informational, including high, moderate, and low.

{

  "title": "{ProblemTitle}",

  "description": "{ProblemDetailsText}",

  "external_aggregate_key": "{Pid}",

  "action": "{State}",

  "severity": ""

}

The severity field must be filled with the following values:

• critical

• high

• moderate

• low

• informational

Finally, select the Alerting Profile that matches the types of incidents you want to monitor and click Save Changes

Once configured, the service will appear in the External Services Monitoring Center, categorized by status, making it easier to monitor incidents with priority given to those in an alarm state.

Additional security and performance settings

• IP Whitelist: API communication can be configured to allow only authorized IPs. To enable or modify this setting, contact Elven Platform support.

• Rate Limiting: The default time for request limiting is 5 minutes, but it can be adjusted as needed. For changes, contact Elven Platform support.

These settings ensure greater security and control over the data traffic between the integrated systems.

Glossary of Technical Terms

API Token: A unique key generated to enable secure integration between platforms, ensuring authenticated information exchange. In the Elven Platform, it is created in Organization Settings, under the API section. External Service Name: Name assigned to the external service during its configuration in the Elven Platform, used for identification and organization. Responders: People or teams defined as responsible for receiving notifications and acting on incident resolution related to the integrated service. Webhook: A method for sending real-time notifications or events from one application to another. In Dynatrace, the webhook is configured with a Webhook URL provided by the Elven Platform to ensure integration. Webhook URL: URL provided by the Elven Platform used in Dynatrace to route notifications and events to the integrated platform. Custom Integration: Notification type configured in Dynatrace to create a custom integration, allowing specification of details such as payload and HTTP headers. Problem Notification: Feature in Dynatrace that allows configuring notifications based on events or incidents monitored by the tool. Custom Payload: Content sent by Dynatrace via webhook that includes incident details, such as severity level. The payload format is defined by the Elven Platform team. Severity: Incident severity level recorded in Dynatrace, classified as:

• Critical: Critical issue requiring immediate attention.

• High: High-priority issue.

• Moderate: Moderate issue that may partially impact the system.

• Low: Low-priority issue.

• Informational: Information with no direct impact on the system.

Alerting Profile: Profile configured in Dynatrace to define which types of incidents or alerts should be monitored and notified. User-Agent: HTTP header used to identify the client making a request to the API, configured as 1PCustomAuth/1.0 in the Dynatrace webhook. Integration: Section in the Dynatrace settings menu where integrations such as Problem Notification can be managed. Add Notification: Option in Dynatrace to create a new custom notification, used to configure event delivery to the Elven Platform.