Azure DevOps integration issue

[ArunimaS]

After every patching on our prod instance, the existing ServiceNow and Azure DevOps connection is getting lost.
On every post patching testing we manually have to Deregister the connection and Re-register them, then the existing integration again starts working correctly.

Can anyone help, how or what can initiate this issue?

[ArunimaS]

Giving some more insights for the issue I need help.

For a SN ADO integration we register several squad asper their requirements. In our organizational level we have a perfectly working integration setup of SN ADO integration. But after every patching on the prod instance, we see the functionality of our integration is broken. Seems like the connection is broken between ADO and SNow. Whereas we cannot see any error logs for this.

Again if we are De-registering the squad and Re-registering squad a connection refresh happens, importing the areas, teams and iterations the integration revives. This manual activity is not an acceptable workaround throughout the year, looking for a root cause for this.

Can anyone suggest what can be the root cause for this or a resolution for the same.

[catherinewil]

After every patching on our production instance, the existing connection between ServiceNow (SN) and Azure DevOps (ADO) is getting lost. We have to manually deregister and re-register the connection after each patching to restore functionality. This manual process is not a viable long-term solution, and we are looking for the root cause and a permanent fix.

Additional Insights

We have several squads registered for SN-ADO integration, and at the organizational level, the setup works perfectly. However, post-patching on the prod instance, the integration functionality breaks, appearing as though the connection between ADO and ServiceNow is broken. There are no error logs indicating the cause. The manual activity of deregistering and re-registering the squads revives the connection, but this is not an acceptable workaround.

Possible Causes and Solutions

1. Connection Persistence Issue

Cause: The connection settings between SN and ADO may not persist through the patching process. Solution: Check if the patching process resets configuration settings. If so, consider automating the re-establishment of these settings post-patch using scripts or built-in automation tools within your DevOps pipeline.

2. ServiceNow and Azure DevOps Configuration

Cause: Changes in the configuration files during patching might be causing the break in connection. Solution: Ensure that the configuration settings for SN-ADO integration are backed up before patching. After patching, restore these settings automatically using a script.

3. API Tokens and Credentials

Cause: API tokens or credentials used for integration might be expiring or getting invalidated during patching. Solution: Verify the validity of API tokens and credentials. If they expire or reset, implement a secure storage solution to refresh and inject these tokens automatically post-patch.

4. Network and Firewall Settings

Cause: Patching may alter network settings or firewall rules, disrupting the integration. Solution: Ensure network and firewall settings are consistent pre- and post-patch. Implement a validation check post-patch to confirm these settings are intact.

5. Service Dependencies

Cause: Dependencies on specific services might be disrupted during patching. Solution: Identify any services that SN-ADO integration depends on and ensure they are restarted correctly post-patch. Automate the restart process if necessary.

Recommendations

1. Automation Scripts: Develop scripts to automate the re-establishment of the SN-ADO connection post-patch.
2. Error Logging: Enhance logging to capture more detailed information during the patching process.
3. Backup and Restore: Create a backup of all critical configuration settings before patching and restore them afterward automatically.
4. Regular Testing: Implement automated tests to verify the integration's functionality post-patch.

 

Impressico Business Solutions can help you streamline and automate your SN-ADO integration process. With our expertise in DevOps and integration solutions, we can develop customized scripts and automation tools to ensure your connections remain intact through patching and other maintenance activities. Contact us to learn how we can assist in resolving your integration issues and enhancing your overall DevOps practices.