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URL: https://docs.datadoghq.com/incident_response/case_management/notifications_integrations/

⇱ Notifications and Integrations

For AI agents: A markdown version of this page is available at https://docs.datadoghq.com/incident_response/case_management/notifications_integrations.md. A documentation index is available at /llms.txt.

Notifications and Integrations

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Overview

Case Management provides the capability to create third-party integrations for generating notifications or tickets automatically or manually:

  • Automatically: Each time a new case is created, it generates a new ticket or notification.
  • Manually: Users choose to create tickets or notifications for specific cases.

By linking Case Management with third-party systems, you can integrate Datadog solutions into your existing workflows and processes. With the Jira and ServiceNow integrations, you can resolve cases using full-stack telemetry in Datadog while keeping a record in these third-party systems.

Notifications

To get notified when a new case is created, create a view:

  1. Navigate to the project you want to receive notifications for.
  2. If you are not already a member of the project, click Join This Project.
  3. Click Add view.
  4. Give the view a name in the Name field.
  5. In the search box, enter a filtered query to retrieve the cases you want to be notified for.
  6. Select how you would like to be notified within the recipients field.
  7. Click Save.

Notification options

IntegrationConfiguration
EmailSelect one or more email addresses.
SlackSelect a Slack workspace and channel.
Microsoft TeamsIf you’ve connected Microsoft Teams tenants to Datadog, select a tenant, team, and channel. Otherwise, select a connector.
PagerDutySelect a service.
WebhooksSelect the name of a webhook.

Notification rules

You can configure notification rules in your project settings to receive alerts for key case-related updates. To create a notification rule:

  1. Go to Project Settings and click on a project to expand its settings.
  2. In the expanded menu, click Notifications.
  3. Click + Create Rule to add a notification rule.
  4. In the query field, enter a filter to scope notifications to specific cases. For example:
    priority:P1 OR priority:P2
    To receive notifications for all cases, leave the query blank.
  5. Select which conditions will send a notification. You can choose one or more of the following:
    • Case creation
    • Status transitions
    • Priority changes
    • Assignee changes
    • New alert correlation (for event management cases)
  6. Choose a notification destination. Supported destinations include:
    • Email
    • Slack
    • Microsoft Teams
    • PagerDuty
    • Webhook
  7. Click Save to activate the rule.

On-Call paging rules

From cases, you can manually or automatically page users with Datadog On-Call.

To manually trigger a page:

  1. Open the case details.
  2. Click the Page button.

To automatically trigger a page, configure automated paging rules in your project settings:

  1. Go to Project Settings and click on a project to expand its settings.
  2. In the expanded menu, click Integrations > Datadog On-Call.
  3. Toggle on Automatically page cases to On-Call. This opens the Paging Rule modal, where you can define your first rule.
  4. In the modal, enter a query. If a case matches the specified query at any point in its lifecycle, Datadog automatically pages the designated team.
  5. Choose which team to page:
    • Specific Team: Select a particular team to always be paged when the rule is triggered.
    • Dynamic Team Selection: Automatically page the team associated with the case through the Team attribute.
  6. Click Add Rule.
  7. View your rule on the Datadog On-Call settings page. You can return to this page to manage this configuration or add multiple rules by clicking New Paging Rule.
  8. (Optional) Toggle on the ability to automatically assign the case to the on-call user when a page is triggered.

Third party tickets

In Project Settings, you can manage membership, configure the auto-closing of cases, and set up third-party integrations like Jira and ServiceNow.

Incident auto-escalation

Manual incident declaration during high event volumes can cause delays and increase risk exposure during critical situations. Incident auto-escalation from Cases allows you to automatically declare incidents when cases match your defined criteria, removing the need for manual intervention.

Navigate to the Project Settings page, click Integrations > Datadog Incidents, and toggle on Auto-escalate cases to Incidents.

When enabled, any case that meets your specified query criteria (at any point in its lifecycle) automatically triggers an incident, enabling faster response times for your team.

Slack mirroring

With the Slack integration, replies in Slack notification threads linked to a case are automatically mirrored to the case activity timeline. This keeps the case context up to date without requiring manual updates in Datadog. Slack thread mirroring to cases is supported for:

To configure Slack thread mirroring:

Make sure the Slack integration is configured for your Datadog organization.

Slack thread mirroring is enabled by default for all Case Management projects. To disable it for a specific project:

  1. Navigate to Project Settings and click on a project to expand its settings.
  2. In the expanded menu, click Integrations > Slack.
  3. Toggle off Slack thread mirroring.

How it works

  • For any case notifications sent to Slack, activity in the notification thread is mirrored back to the case.
  • Mirrored activity includes any text replies (attachments are not supported). Each mirrored message shows the Slack user’s name and Slack as the source.
  • Multiple Slack threads can mirror comments into a single case.
  • Mirroring is one-directional: messages flow from Slack to the case, not from the case to Slack.

Further Reading