Use Case

  • Collect new ServiceNow Incidents to create new Azure DevOps Work Items
  • Synchronize any updates to either the ServiceNow Incidents or the Azure DevOps Work Items, like title, description, urgency, comments, attachments, etc. to the other system

Requirements

This section provides information about the requirements, which should be met, in order for the integration template could be used.

Integration Requirements


Azure DevOps RequirementsServiceNow Requirements

Authentication

  • Personal Access Token

  • Integration User

Permissions

  • Work Items (READ, WRITE)

    Advanced
    • Create Issue

      • Work Items (WRITE)

    • Update Issue

      • Work Items (WRITE)

    • Backsync Incident

      • Work Items (READ)

  • incident (READ, WRITE, CREATE)

  • sys_db_object (READ)

  • sys_dictionary (READ)

  • sys_journal_field (READ)

  • sys_glide_object (READ)
Advanced
  • Create Issue

    • incident (WRITE, CREATE)

  • Update Issue

    • incident (READ)

    • sys_journal_field (READ)

  • Backsync Incident

    • incident (WRITE)


Integration User
  • N/A
  • The user's time zone must be set to "GMT"
  • The user's "ID" must be the same as the user's "Username"

Network Requirements


Network Requirements
Communication
  • ZigiOps → Azure DevOps (80/443)
  • ZigiOps → ServiceNow (80/443)

Setup

To enable the integration, you should follow the steps below.

  1. You should start with the selection of the integrated systems and the integrated entities. The integrated entities should be pre-selected if there are no issues with the credentials/permissions, used in the connected systems configuration.

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  2. Press the Save button to save the changes.

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  3. You should enable the operations to start the integration.

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Operations Explanation

This section provides information about the predefined operations of this integration template, including the default field mapping configuration. Each operation consists of two tabs - Source, Field Map. The Source tab contains the trigger, trigger conditions and expressions configuration. The Field Map tab contains the mapping configuration. 

Create Issue

This operation polls the data via the ServiceNow Table API. It is designed to collect incidents from ServiceNow and create Work Item in Azure. The incident is collected from the ServiceNow instance, then it is internally processed through the field mapping configuration, and finally, a request is sent to Azure to create a new Work Item.

Source

From this tab you could customize the polling interval, trigger conditions and expressions or use the defaults.

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Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

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Backsync Incident

This operation polls the data from the Azure system. It is designed to detect any changes, made to the work item and synchronize them with the corresponding ServiceNow incident, as per the mapping, configured on ZigiOps side.

Source

From this tab you could customize the polling interval, trigger conditions and expressions or use the defaults.

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Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

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Enrich Incident

The operation is designed to detect new work items created in Azure by the integration and enrich the corresponding ServiceNow incident with a work note, which contains the drilldown URL, pointing to the Azure Issue. 

Source

From this tab you could customize the polling interval, trigger conditions and expressions or use the defaults.

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Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

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Update Issue

This operation polls the data via the ServiceNow Table API. It is designed to detect any changes to the incidents and synchronize them with the corresponding Azure work item, as per the mapping, configured on ZigiOps side.

Source

From this tab you could customize the polling interval, trigger conditions and expressions or use the defaults.

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Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

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Recommendations

This section provides information about the recommended considerations, which should be taken into account, before starting the integration.

Correlation

It is recommended to keep the default correlation configuration, unless you're familiar with the integration and the specifics of the integrated systems. You could contact our support team for assistance, prior further changes to the correlation configuration.

Mapping

The predefined templates are complied with the specifics of the integrated systems. It is recommended to confirm if your integrated systems have any required fields, which must be reported, so you could map them accordingly. Please note that if a required field is not mapped, the operation might fail. In this case, you could review the troubleshooting page for more information about the operation's execution history.