Connecting Support & Development

Integrating help desk and development teams has never been easier.

ServiceNow Case Management & Microsoft TFS Integration

ServiceNow Customer Support & Azure DevOps Server (formerly TFS) Integration

Quickly and easily send customer support cases (tickets) from ServiceNow to Microsoft’s Azure DevOps Server (formerly Team Foundation Server (TFS 2010-2019)).

ServiceNow Customer Support Case Workflow

The most common scenario is the escalation of cases that require development resources to fix. You can search Azure DevOps (ADOs), link cases to existing work items or "send" cases to ADOs where a new work item is automatically created. Once development completes the work, ServiceNow cases are synchronized with key ADOs work item information --- complete with ServiceNow update notifications.

Escalate to Development

Easily escalate cases that need development to solve. Establish bidirectional links between ServiceNow and Azure DevOps work items.

View Development Status in ServiceNow

Once a Azure DevOps work item is created or a dev link is established, support can view work item status and other fields (configurable) --- all within ServiceNow!

Link from ServiceNow

Nobody likes duplicates! Before sending to dev and creating a new work item, search for similar work items first. If it's a match, link to the existing case!

Map System & Custom Fields

Point and click to map fields between ServiceNow and Azure DevOps. You can configure any number or fields, in any direction, be they system or custom fields.

Create New Work items

Based on incident or problem field values, automatically create new Azure DevOps work items --- in the right projects! Supports all templates & work item types.