Alarm attribute value lost which is updated via DX O2 API

Products

• DX SaaS

Issue/Introduction

When updating an alarm field (such as troubleTicket) through the DX O2 API, the updated data is lost or overwritten when the source product (e.g., DX UIM, DX Spectrum, Dynatrace, or Grafana) sends a subsequent update due to a change in severity, message update, or alarm closure.

Resolution

To ensure that ticket ID is retained during source updates, follow these steps:

Step 1: Enable the ITSM Channel

Enable the ITSM channel within the DX OI tenant. It is not necessary to implement policies or actively use the channel for ticket creation; simply enabling it prevents the source product from overwriting the ticket ID field when updating the alarm.

Step 2: Align API Request Metadata

Ensure that the API call used to update the alarm matches the metadata provided by the source product:

• doc_type_id: Use the value provided by the source product (e.g., itoa_alarms_uim) instead of generic values like itoa_alarms_custom.
• product: Ensure the product name matches the source (e.g., UIM instead of "Application Performance Management") when updating alarm.