Troubleshooting issues for Azure DevOps integration with Agile Development
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Summary of Troubleshooting issues for Azure DevOps integration with Agile Development
This guide addresses common issues that ServiceNow customers may encounter when integrating Azure DevOps with Agile Development 2.0 (Zurich release). It provides actionable solutions to ensure smooth data synchronization, accurate work item exports, and proper assignment group population between the two systems.
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Common Issues and Recommended Actions
- Export Action Not Working: Verify that your custom map configuration is valid and required fields for work items are mapped correctly. Ensure the Enable Export checkbox is selected for the project and that Azure DevOps credentials have not expired.
- Sprint Import Delays: New iterations in Azure DevOps only create corresponding sprints in Agile Development 2.0 when a work item is first added to that iteration. To maintain consistent data, create and manage sprints directly in Agile Development 2.0 and avoid overlapping sprints.
- Assignment Group Not Populated: Confirm that the team is associated with an assignment group in Agile Development 2.0 and that project integration settings exist for your Azure DevOps team. If a work item’s area maps to multiple teams, assignment groups will be empty and must be manually selected.
- Field Values Not Populated: Check configuration of custom field maps for general fields, and custom state maps specifically for Priority or State fields.
- Updates Not Reflected: Avoid using the integration setup user credentials to perform Azure DevOps record updates, as this can prevent synchronization with Agile Development 2.0.
- Work Items Not Deleted: Ensure the Can Delete field in application access settings is true. Deletion of projects, teams, or areas in Azure DevOps requires manual deletion of corresponding Agile Development 2.0 records by an administrator.
- New Azure DevOps Projects Not Imported Automatically: Manually trigger project discovery or schedule daily jobs to sync new projects and iterations.
- Assignment Groups Missing on Imported Work Items: Confirm team integration settings for the project are configured to automatically assign groups; otherwise, assignment groups will be empty.
- Iteration Changes Not Immediately Reflected: Manually import iterations or schedule daily jobs to update Agile Development 2.0.
- UI Action Errors on First Use: Known issue; retry the action if Connect, Disconnect, or Validate and Fix produce errors initially.
- HTML Field Rendering Issues: Description fields with special characters like & appear as encoded entities (&) in Agile Development 2.0 because HTML field mapping is not supported.
- Export Continues When Webhooks Are Deregistered: Webhooks only affect data import. To stop exporting work items, disable the Export Work Items checkbox for the project.
Enabling Detailed Logging
To diagnose integration problems thoroughly, enable the integration project logging property. This captures detailed logs for Azure DevOps integration activities within Agile Development 2.0, aiding in troubleshooting.
Practical Benefits for ServiceNow Customers
- Ensures accurate and timely synchronization of sprints, work items, and assignments between Azure DevOps and Agile Development 2.0.
- Provides clear guidance to resolve common data mapping and synchronization issues without extensive manual intervention.
- Supports administrators in managing project lifecycle events such as deletions and new project imports effectively.
- Improves troubleshooting efficiency with options to enable detailed logging and understand integration-specific behaviors and limitations.
Resolve common issues that you might face while working with the integration of Azure DevOps and Agile Development 2.0.
| Issue | Action |
|---|---|
|
The export action is not working. |
|
| Sprint is not imported from Azure DevOps to Agile Development 2.0. | Sprints are not imported to Agile Development 2.0 for one of the following reasons:
|
|
An assignment group is not populated for a story or an epic. |
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. |
|
A value from a field in Azure DevOps is not populated in Agile Development 2.0. |
Verify if the custom field map is configured. |
|
The value of Priority or State fields from Azure DevOps is not populated in Agile Development 2.0. |
Verify if the custom state map is configured. |
|
An update by a user in Azure DevOps is not updated in Agile Development 2.0. |
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. |
|
The work item is deleted in Azure DevOps but not deleted in Agile Development 2.0. |
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. |
|
Deleting a project, team, or area does not result in any action in Agile Development 2.0. |
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. |
| New Azure DevOps projects are not imported automatically. | Manually discover projects from the Azure DevOps instance record to immediately synch 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 data from Azure DevOps. |
| Imported work items (epics and stories) of a project have no assignment group associated with them. |
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. |
| Changes made to iterations in Azure DevOps are not reflecting immediately in Agile Development 2.0. | 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 data from Azure DevOps. |
| The UI actions for Connect, Disconnect, and Validate and Fix result in an error when using for the first time. | This error is a known issue. Retry the UI action. |
| When the Description field has & in Azure DevOps, it renders as & in Agile Development 2.0. | The field mapping between Agile Development 2.0 and Azure DevOps is not supported for HTML fields. |
| Export still works when the webhooks are de-registered. | Webhooks are only to import data from Azure DevOps to Agile Development 2.0. To stop the export of workitems, de-select the Export Work Items checkbox for the project. |
Enabling detailed project logs
To view all the details on project logging, enable the integration project logging property. For more information, see Enable detailed project logging in Microsoft Azure DevOps Integration with Agile Development 2.0.