Syncing comments between Azure DevOps and an incident

[James-B]

Hi,

I have created a flow that is triggered form a UI Action on an incident, the flow creates a support ticket type work item in ADO. However, we would like to have comments (At least) sync across both platforms. Can anyone tell me whether it is possible to achieve this? And if so, point me in the right direction to do so please? 

[Mike_R]

Yes, definitely possible.

After the flow creates the work item in ADO is created, have it store the ID for that work item in the Correlation ID field on your Incident table.

Then you can have another trigger for whenever a worknote/comment is updated. Make this trigger another flow to update the the work item in ADO. You can use the Correlation ID field to update the correct target record.

I'm not familiar with ADO, but I would imagine you can do something similar so that whenever a comment is added in ADO, it updated the ServiceNow ticket.

[Majid Hassan]

Hi James,

This should be very possible by adding webhooks on ADO side and populating the CorrelationID field in ServiceNow (as already pointed out by Mike). 

If you are, however, interested in an OOTB solution that not only sync comments in real time, but sync any other field on your tickets across the two systems, I would urge you to look at Exalate. I am a pre-sales engineer at Exalate and we specialize in integrating ServiceNow with ADO workitems. 

If you are interested in seeing how the product can fit into your workflow, please feel free to schedule a customized demo with us and we will be happy to assist. 

Thanks

Majid