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on
05-26-2025
04:42 AM
- edited
2 weeks ago
by
Anubhav Singh
Q. Does Agile 2.0 maintain the history in same order as of the updates made in Azure DevOps?
A. In Agile 2.0, updates are processed in the order as they are received via Webhooks. But, sometimes it is quite possible that, the udpate originated from AzureDevOps are not received in the correct order. In such cases, the history of the records is not seen same as in Azure DevOps.
But, it should be noted that Agile 2.0 always processes the latest changes. So, if any webhook is received for a previous update for the same work item, it is not processed.
- Review your custom map configuration. If your custom map configuration is invalid or if the required fields are not mapped for that work item, export does not work.
- Ensure that the Enable Export check box is selected for the project.
- Check to see if your Azure DevOps password has expired.
- Check that the project is registered and the Import and Export checkboxes are enabled. Also confirm that Team Integration Settings exist for the project and that the required fields are mapped. Empty settings caused project-resolution failures.
Q. Why is a sprint not imported from Azure DevOps to Agile Development 2.0?
A. Sprints are not imported to Agile Development 2.0 for one of the following reasons:
Q. Why is an assignment group not populated for a story or an epic?
A. If the team is not associated with an assignment group in Agile Development 2.0, it can result in assignment group not being populated. Verify that project integration settings exist for your Azure DevOps team.
If the area of a work item is mapped to multiple teams, the assignment group for that work item in Agile Development 2.0 is empty. In such cases, you can manually select an assignment group for this work item.
Q. Why is a value from a field in Azure DevOps not populated in Agile Development 2.0?
A. Verify if the custom field map is configured.
Q. Why is the value of Priority or State fields from Azure DevOps not populated in Agile Development 2.0?
A. Verify if the custom state map is configured.
Q. Why is an update by a user in Azure DevOps not updated in Agile Development 2.0?
A.
- Ensure that the user credentials that are used to set up the integration of Azure DevOps with Agile Development 2.0 are not used to perform record updates.
- ServiceNow ignores inbound updates from the integration account on purpose, to prevent loops. Test with a different account. Also verify that the credential user name is populated and matches the integration account.
Q. Why is the work item deleted in Azure DevOps but not deleted in Agile Development 2.0?
A. Ensure that the Can Delete field in the Application access of the respective tables is set to true.
For details, see Table design and runtime settings.
Q. Why does deleting a project, team, or area not result in any action in Agile Development 2.0?
A. After deleting the project, team, or area in Azure DevOps, the Azure DevOps administrator must manually delete the corresponding Azure DevOps project and its associated stories in Agile Development 2.0.
Q. Why are new Azure DevOps projects not imported automatically?
A. Manually discover projects from the Azure DevOps instance record to immediately sync the project updates or schedule a job to discover and import these updates on a daily basis.
For more details on the scheduled jobs, see Schedule jobs to import projects, teams, areas, and work items from Azure DevOps.
Q. Why do imported work items (epics and stories) of a project have no assignment group associated with them?
A. Ensure that you have team integration settings for this project. For more information, see Associate Azure DevOps projects with assignment groups in Agile Development 2.0.
The assignment group associated to any imported work item of an Azure DevOps project is based on the team integration settings of that project. If the project does not have any team integration setting, the imported work item will have an empty assignment group.
Q. Why are changes made to iterations in Azure DevOps not reflecting immediately in Agile Development 2.0?
A. Manually import iterations from the Azure DevOps project record or schedule a job to discover and import these updates daily.
For more details on the scheduled jobs, see Schedule jobs to import projects, teams, areas, and work items from Azure DevOps.
Q. Why do the UI actions for Connect, Disconnect, and Validate and Fix result in an error when using for the first time?
A. This error is a known issue. Retry the UI action.
Q. Why doesn't the description field data sync with description field in corresponding record in Servicenow.
A. In the field map for description field, map it with html_description field in servicenow.
Note: description field syncing works in real time sync only and markdown type is not supported.
Q. Does export still work when the webhooks are de-registered?
A. Webhooks are only to import data from Azure DevOps to Agile Development 2.0. To stop the export of work items, deselect the Export Work Items checkbox for the project.
Q. How can I enable detailed project logging for troubleshooting?
A. To view all the details on project logging, enable the integration project logging property. For more information, see Enable detailed logging
- Make sure the “Enable Import” checkbox is selected for the project and that the project is registered. If it isn’t, work items aren’t imported.
- Make sure the “Bulk Import” flows are active in Flow Designer. If they are inactive, import requests stay in the “Requested” state.
- Set the import “from date” well before the time you run the import. Azure DevOps returns only work items modified after that date, so a date too close to the run time returns nothing.
- Delete orphaned records in sn_int_common_external_identifiers that point to work items or records that no longer exist, for example after a cleanup. These records block the work items from being imported again.
- If an import request is still stuck, delete it and trigger the import again.
Q. Why are comments duplicated between Agile Development 2.0 and Azure DevOps?
A. This usually happens when ServiceNow cannot recognize that a comment received from Azure DevOps is the one it just sent. Check the following:
- Verify that the user name on the integration credential record (OAuth or Basic Auth) is populated and matches the Azure DevOps account used for the integration.
- Check for duplicate webhook subscriptions in Azure DevOps. If there is more than one subscription pointing to your ServiceNow instance, delete them and register the webhook again from ServiceNow.
- If the integration Script Include is customized, compare it with the out-of-the-box version. A missing method can cause comments to be sent or imported again.
Q. Why are duplicate work items created in ServiceNow or Azure DevOps?
A. Duplicates are usually caused by duplicate webhook events or by changes to the logic that detects them. Check the following:
- Check for duplicate webhook subscriptions for the same project in Azure DevOps. In ADO, go to Project Settings > Service hooks and look for subscriptions that point to your ServiceNow instance. If there is more than one, delete them and register the webhook again from ServiceNow.
- Check whether the flow action “Validate ADO Payload for Duplicate Update” has been customized. This action identifies updates that were already processed. If it was modified, restore the out-of-the-box version.
- Check that external identifier records exist for the affected records. These records (table sn_int_common_external_identifiers) link each ServiceNow record to its Azure DevOps work item. If one is missing, the integration can’t match an update to the existing record and may create a duplicate work item. If you use a custom flow or subflow to create Azure DevOps work items, confirm it includes the step that creates this record.
- Make sure you are on the latest versions of the Azure DevOps integration plugins. Several duplicate-creation issues, including duplicates created when a story is copied in Azure DevOps, were fixed in plugin updates.
Q. Why did the Azure DevOps integration stop working correctly after an upgrade?
A. An upgrade does not overwrite integration components that were customized. A customized flow action, subflow, Script Include or table map stays in place and may not work with the newer plugin logic. Check the following:
- Compare customized flow actions, subflows and Script Includes with the out-of-the-box versions, and revert them where possible.
- Confirm that your table map exists and points to the correct table.
- Leave deprecated actions in out-of-the-box flows as they are. They remain on purpose, so do not replace them manually.
- Make sure the State, Priority and similar values in Azure DevOps exist in your state map. A missing value, such as “New”, causes a “State value not supported” error.
Q. Why are attachments duplicated in ServiceNow when a work item is updated in Azure DevOps?
A. This usually happens when ServiceNow cannot recognize that an attachment in Azure DevOps was already synced, so it imports the attachment again as new. Check the following:
- Check the attachment mapping records in the sn_int_common_attachment_map table. These records link each ServiceNow attachment to its Azure DevOps attachment. If they are missing, the integration treats every attachment as unsynced.
- If you use a custom flow or subflow to sync attachments, confirm it includes the step that creates the attachment mapping record. Compare it with the out-of-the-box version and add the missing step.
Q. Why is the work item created with some script not syncing from Agile Development 2.0 to Azure DevOps?
A. Any work items created through scripts or other non-interactive sessions are not synced, because an out-of-the-box business rule excludes them. Create or update them through the UI to sync it.
Q. Can I use a different credential for each Azure DevOps project?
A. No. The integration supports one active credential per connection alias, so each project can’t have its own. Use a single Personal Access Token (PAT) from a service account that has access to all the required projects.
Q. Why does the Blocked checkbox stay selected in ServiceNow after I clear it in Azure DevOps?
A. This is a known limitation. When the Blocked field is cleared, Azure DevOps sends only the old value and no new value, and ServiceNow needs a new value to update a checkbox. Clear the checkbox in ServiceNow manually. A customization is possible but is not upgrade-safe, so it’s not recommended.
