Dynatrace to BMC Helix Incidents
Automated incident creation in BMC Helix from Dynatrace problem alerts for faster IT service response.
When Dynatrace detects an application performance problem, your IT service management platform needs to know immediately. This Integration Pack automatically creates a high-priority incident in BMC Helix the moment a new problem is logged in Dynatrace, eliminating manual monitoring and ensuring your support teams are alerted without delay. IntelliPaaS listens continuously for new Dynatrace problem alerts, extracts key details such as the problem description and severity, and pushes them directly into BMC Helix with the correct priority assigned. Critical issues are actioned the moment they are detected.
Without automation, the gap between Dynatrace detecting a problem and an IT agent creating a BMC Helix incident can stretch to many minutes or longer — especially outside business hours when no one is actively watching the monitoring console. Problems go unescalated, SLAs tick down and the service management team has no structured record of the incident until someone manually logs in to both platforms and re-enters the details. That lag amplifies the impact of every outage.
Once configured, the integration closes that gap entirely. Operations engineers see BMC Helix incidents appear automatically the moment Dynatrace fires, complete with the problem description and mapped priority. ITSM workflows, on-call notifications and SLA timers all start from the right point without any manual handover. Teams operate with the confidence that nothing will slip through between monitoring detection and service management response, regardless of the time of day or the volume of alerts.
Watch the agent run, end to end
Why deploy this use case
Dynatrace problems automatically generate high-priority BMC Helix incidents in real time.
Problem severity is mapped to BMC Helix priority so critical issues are escalated immediately.
Operations teams stop watching dashboards and let IntelliPaaS trigger the response.
Support teams receive actionable tickets the moment Dynatrace detects an issue.
Structured incidents replace noisy manual alerts so teams focus on what matters.
Every Dynatrace problem detection triggers a structured BMC Helix incident automatically - no manual handoff between monitoring and ITSM.
See Automated Incident Creation in Action
Watch how IntelliPaaS detects a Dynatrace problem and automatically generates a high-priority BMC Helix incident in real time.
Questions teams ask
How quickly can we get the Dynatrace to BMC Helix Incidents Integration Pack running?
Most teams are live the same day. Connect your Dynatrace and BMC Helix accounts, confirm the field mapping and the agent starts running against your own data. There is no infrastructure to provision and nothing to deploy.
Do we need to write any code?
No. The Integration Pack ships with the trigger, the agent logic and the actions already configured. Everything is adjusted from the IntelliPaaS dashboard, so your operations team can own it without waiting on engineering.
How often does data sync between Dynatrace and BMC Helix?
The agent runs on every qualifying event in Dynatrace, so records reach BMC Helix within moments rather than waiting for an overnight batch. You can also put the Integration Pack on a schedule or trigger a run by hand when that suits your process better.
What happens if a record fails to sync?
Failed runs are retried automatically, and anything still unresolved is held in a review queue with the full error trace attached, so nothing is dropped silently. Your team is alerted and can replay the record once the cause is cleared.
Can we customise the field mapping?
Yes. Every field mapped between Dynatrace and BMC Helix is editable, and you can layer on your own conditions, filters and transformations without leaving the Integration Pack.