Incident integration- Servicenow with ADO(Azure Devops)

[Akhil32]

Hi All,

I’m looking to implement a bi-directional integration between ServiceNow and Azure DevOps.

Use Case:

• When an Incident (INC) is created in ServiceNow, a corresponding Work Item should be created automatically in Azure DevOps, and vice versa.
• Any updates made to the Incident in ServiceNow should also be reflected in Azure DevOps, and vice versa.
• If an attachment is added to an existing record in ServiceNow, the same attachment should be added to the related Work Item in Azure DevOps.

I want to understand the best approach to implement this integration. I’ve read that there are Azure spokes available, but I’m not sure how they are used as I’m new to integration.

Could someone please guide me on the ideal approach—whether to use REST APIs or Spokes—and possibly share step-by-step instructions for this integration?

Also, are there any prerequisites required on both sides (ServiceNow and Azure)?

@Ankur Bawiskar @asifnoor — could you please take a look?

[Ankur Bawiskar]

@Akhil32 

yes there is a paid spoke.

If your customer is willing to pay and use then you will have to explore that spoke in deep

Also see what your use case customer wants is feasible with the OOTB flow actions coming with that paid app.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Tanushree Maiti]

Hi @Akhil32 

You can implement it using 

either 

1. Spoke  : Once spoke is in place, you can create a custom workflow to send payload as per your requirement to Devops.  

https://www.servicenow.com/community/developer-articles/servicenow-to-azure-devops-integration-using...

Note: A Spoke is a pre-built, packaged integration module that uses APIs to provide a ready-to-use, low-code solution for connecting specific applications.

2. Rest API.

ref: https://www.servicenow.com/community/developer-articles/servicenow-to-azure-devops-integration-using...

Note: A REST API is a widely adopted architectural style for building web services, offering flexibility, scalability, and broad compatibility across different platforms.

For me both are good. But Spoke concept is latest with low code. So  it is more preferable.

As it is bidirectional : I would suggest, whenever they will send the data to ServiceNow don't use table level API as data will be ingested to ServiceNow without Validation . Instead of that Use scripted rest API or import Ser API. And using transform map, load the data properly to your target table.

To get the Devops data , You need endpoint ,credential with proper permission from DevOps Team.

Also you need to share the integration account with API ,so that using that they can send the data.

[Dr Atul G- LNG]

Hi @Akhil32 

The best approach is to use the OOTB spoke via IntegrationHub. However, as you mentioned, if that is not possible, then you would need to build the same solution yourself. This would involve significant customization and could introduce technical debt. In that case, if the solution does not work as expected, ServiceNow Support may not assist since it would be a custom-built solution rather than an out-of-the-box implementation.