# ServiceNow Azure DevOps Integration

Integrate ServiceNow and Azure DevOps to synchronize incidents, work items, and tasks across ITSM and DevOps teams using ZigiOps - a secure, no-code integration platform.

This integration enables real-time or scheduled data synchronization, eliminates manual updates, and ensures a single source of truth between ServiceNow and Azure DevOps.

### **Integration video**

{% embed url="<https://youtu.be/eUvMNS7ATgU?si=R6s9lY9XKzzJfFP8>" %}

### What can I integrate between ServiceNow and Azure DevOps?

ZigiOps can integrate any ServiceNow entity (Incidents, Changes, Problems, etc.) with any Azure DevOps work item type (Tasks, Bugs, User Stories, etc.), allowing you to build custom workflows tailored to your processes and data models.

Out of the box, ZigiOps provides ready-made integration templates for the most common ServiceNow and Azure DevOps scenarios, including:

* ServiceNow Incidents to Azure DevOps Work Items
* Azure DevOps Work Items to ServiceNow Incidents

These templates serve as preconfigured starting points and can be customized or extended to support additional ServiceNow tables, Azure DevOps work item types, and business-specific workflows.

| Common ServiceNow entities | Common Azure DevOps work item types | Common fields typically synchronized                                                                      |
| -------------------------- | ----------------------------------- | --------------------------------------------------------------------------------------------------------- |
| Incident                   | Task / Bug                          | Short description / Title, Description, Priority, Status / State, Assignee, Comments, Attachments         |
| Change Request             | User Story / Task                   | Short description / Title, Description, Priority, Status / State, Owner / Assignee, Comments, Attachments |
| Problem                    | Bug / Issue                         | Short description / Title, Description, Severity / Priority, Status / State, Assignee, Comments           |
| Any ServiceNow table       | Any Azure DevOps work item          | Standard + custom fields, Comments, Attachments, Status/State mappings, Correlation ID (recommended)      |

### How does the ServiceNow and Azure DevOps integration work?

ZigiOps connects ServiceNow and Azure DevOps using their native APIs and acts as a secure integration layer between the two systems.

* No scripting or custom development required
* Configured entirely through the ZigiOps UI
* Supports polling- and event-based synchronization
* Does not permanently store transferred business data
* Compatible with ServiceNow MID Server for secure on-premises deployments

### Prerequisites and permissions

Before enabling the ServiceNow and Azure DevOps integration, ensure the following prerequisites are met.

| Integration Scenario                            | ServiceNow - Authentication | ServiceNow - Permissions                         | ServiceNow - Environment                                | Azure DevOps - Authentication | Azure DevOps - Permissions                        | Azure DevOps - Environment                           |
| ----------------------------------------------- | --------------------------- | ------------------------------------------------ | ------------------------------------------------------- | ----------------------------- | ------------------------------------------------- | ---------------------------------------------------- |
| ServiceNow Incidents to Azure DevOps Work Items | Username + Password         | x\_ziw\_obm.admin, personalize\_read\_dictionary | ServiceNow (any supported version); Optional MID Server | Username + PAT                | Read / Write work items; Access to target project | Azure DevOps (any supported version) Cloud or Server |
| Azure DevOps Work Items to ServiceNow Incidents | Username + Password         | x\_ziw\_obm.admin, personalize\_read\_dictionary | ServiceNow (any supported version); Optional MID Server | Username + PAT                | Read / Write work items; Access to target project | Azure DevOps (any supported version) Cloud or Server |

### Setup

Follow the steps below to enable the ServiceNow and Azure DevOps integration using a prebuilt ZigiOps template.

1. Log in to your ZigiOps instance.
2. Navigate to ZigiOps - Configurator.
3. Load the desired ServiceNow and Azure DevOps integration template.
4. Select the corresponding Integrated Systems (ServiceNow and Azure DevOps).
5. Click **Save** to continue.
6. Enable the integration using the slider button located in the middle section of the screen.

### Mapping examples

Below are typical field-mapping examples used across the ServiceNow and Azure DevOps integration scenarios. Mappings can be customized per use case.

**Example: ServiceNow Incident to Azure DevOps Work Item**

| ServiceNow field                 | Azure DevOps field | Advanced Field Mapping Example  |
| -------------------------------- | ------------------ | ------------------------------- |
| Short description                | Title              | -                               |
| Description                      | Description        | -                               |
| Priority                         | Priority           | -                               |
| State                            | State              | 1 - New, 2 - Active, 6 - Closed |
| Assigned to                      | Assigned To        | -                               |
| Work notes / Additional comments | Comments           | -                               |
| Attachments                      | Attachments        | -                               |

**Example: Azure DevOps Work Item to ServiceNow Incident**

| Azure DevOps field | ServiceNow field  | Advanced Field Mapping Example  |
| ------------------ | ----------------- | ------------------------------- |
| Title              | Short description | -                               |
| Description        | Description       | -                               |
| Priority           | Priority          | -                               |
| State              | State             | New - 1, Active - 2, Closed - 6 |
| Assigned To        | Assigned to       | -                               |
| Comments           | Work notes        | -                               |
| Attachments        | Attachments       | -                               |

### What data can be synchronized?

* Standard fields
* Custom fields
* Status / state transitions
* Comments
* Attachments
* Users and assignments (configurable)

### Frequently asked questions (FAQ)

<details>

<summary>Is the integration bi-directional?</summary>

Yes. All scenarios support bi-directional synchronization, configurable per field.

</details>

<details>

<summary>Can I use a ServiceNow MID Server?</summary>

Yes. ZigiOps is compatible with ServiceNow MID Server for secure on-premises communication.

</details>

<details>

<summary>How are update loops prevented?</summary>

ZigiOps uses correlation IDs and internal logic to prevent circular updates.

</details>

<details>

<summary>Does ZigiOps store my data?</summary>

No. ZigiOps does not permanently store transferred business data.

</details>

### Related resources

* [How to connect ServiceNow to ZigiOps](#)
* [How to connect Azure DevOps to ZigiOps](#)
* [Data mapping fundamentals](#)
* [ServiceNow and Azure DevOps integration troubleshooting](#)


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