Update on Azure Devops is not reflecting on ServiceNow

[PrajwalP2935471]

We have integrated our instance with Azure Devops, the connection was successful, work item imports also worked fine.
When I added comments on an Epic in Servicenow it got reflected in Azure Devops, but whatever updates made on Devops is not reflecting in our instance.

While creating the access token we have only given permission to read and write the work items, is this access enogh or should there be a full access? And are there any other permissions on Azure Devops that I need to provide.

Thanks

[Maik Skoddow]

Hi @PrajwalP2935471 

if you want to receive data from Azure in ServiceNow, you have to configure Webhooks. Please refer to https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/enterprise-dev-op... 

Maik

[Vishal36]

Hi @Maik Skoddow, 

It’s great that your ServiceNow–Azure DevOps integration is partially working, —that tells us the basic connection is fine. But if updates from Azure DevOps aren't flowing back into ServiceNow, here are a few things to consider:

• Have you granted sufficient Azure DevOps token permissions?
  Beyond basic read/write to work items, make sure the token includes:
  • Access to project and team-level metadata
  • Graph API permissions (for user identity sync)
  • Read access to comments, attachments, and custom fields
• Is your integration set up for two-way sync—not just one-way?
  Some tools or scripts only send data in one direction. Confirm your setup is configured to capture updates from Azure DevOps and push them into ServiceNow.
• Are field mappings aligned correctly?
  Even if updates are being sent, mismatches in field names, types, or visibility can cause silent failures. Check if the fields being updated in ADO have valid targets in ServiceNow.
• Have webhooks or event subscriptions been configured in Azure DevOps?
  ADO won’t push data automatically—you need to explicitly define triggers for events like updates, comments, or status changes.
• Are there any transformation rules or filters that may be blocking the update?
  Sometimes integration platforms have hidden conditions that restrict what gets synced.

If you're still stuck after validating the above, you may consider a ServiceNow Partner, OpsHub Integration Manager- free Community edition that can help you handle this entire flow bidirectionally—including comment sync, permissions, and traceability—without needing custom scripting or field-level troubleshooting.

You can start syncing using OIM free Community Edition immediately without requiring a license.

Hope it helps!