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Azure DevOps Integration

The service desk integration with Azure DevOps helps centralize request management, allowing for easy tracking of all requests raised from the application. The following document explains how to integrate Azure DevOps with OvalEdge Service Desk, map Azure DevOps Template fields, and create an external service request.

OvalEdge Service Desk supports integrations with the Azure DevOps services:

  • The scope of integration is to establish a connection between OvalEdge’s Service Desk and Azure DevOps.

  • Once the Integration is made with Azure DevOps, OvalEdge’s Service Desk Template fields are mapped with Azure DevOps using the Mapper field to set the Template fields.

  • The Service Request in the application is synced with the External tool Azure DevOps once a Service Request is approved at the 'Approved By' stage, as set in Administration > Security > Approval Workflow.

  • The Comments made by the approvers (Approved/ Pending Request / Rejected) are pushed to the external system ticket as the ticket moves through the different approval stages.

Azure DevOps Integration

To configure Azure DevOps in OvalEdge, follow these steps:

  • Login to OvalEdge:

    • Access the OvalEdge application using your credentials.

  • Navigate to the Service Desk Templates:

    • Go to Administration > Service Desk Templates.

    • Click on the Integrations button at the top right corner of the page. A list of supported external tools is displayed.

  • Add New Azure DevOps Integration:

    • Select the Azure DevOps tab.

    • Click on (+) Add New Integration. A pop-up window will appear.

  • Enter Integration Details (for Basic or Bearer Authentication)

    • Integration Name: Provide a name for the integration (e.g., Azure DevOps).

    • Connector Description: Provide the connector description, if applicable.

    • Host Name: Enter the Azure DevOps instance URL (e.g., https://dev267670.AzureDevOps.com).

    • Organisation: Provide the Organisation name.

    • Username: Input the username associated with theAzure DevOps server.

    • Token: Provide the secure token used to access the Azure DevOps API.

    • Select Authentication Type:

      • Choose the authentication type for verifying user identity:

        • Basic

        • Bearer

          For Basic and Bearer authentication, the configurations and parameters fields are the same.

  • Validate and Save:

    • Click Validate to verify the connection details.

    • Click Save to store the integration. The saved details will be displayed under the Azure DevOps tab.

    • After the integration is saved, metadata from the Azure DevOps server will be fetched.

    • Map the Service Desk Template fields with corresponding Azure DevOps fields.

    • Add the mapped fields to approval workflows as needed.

Mapping Fields

The mapping process in OvalEdge creates a link between Azure DevOps fields and the fields in the Service Desk Template within OvalEdge. This enables service requests raised in OvalEdge to be pushed to Azure DevOps, ensuring consistency between the two systems. Depending on the use case, the mapping can be one-to-one, one-to-many, or many-to-one.

Steps Involved:

  1. Access Service Desk Templates

    • Navigate to Service Desk Templates:

    • Go to Administration > Service Desk Templates in OvalEdge.

    • Click on the template name for which you want to configure the field mapping. This opens the template page displaying Template Details. Click the Ticketing System Integration tab.

  2. Open Integration Settings

    • Click on the Integrations Button:

      • On the template page, click the Integrations button at the top right corner. This opens the Add Integration window.

  3. Configure Integration Details

    • Enter Integration Name:

      • In the Integration Name field, enter the name of the integration (e.g., "Azure DevOps Integration for IT Requests").

    • Enter Description:

      • In the Description field, provide a brief explanation of the integration (e.g., "Maps IT support tickets from OvalEdge to Azure DevOps for tracking and resolution").

    • Select Integration System:

      • From the Integration System dropdown, select Azure DevOps. Other available options will include JIRA and ServiceNow.

  4. Define Statuses

    • Approved Statuses:

      • In the Approved Statuses field, specify the statuses that signify approval (e.g., Approved).

    • Rejected Statuses:

      • In the Rejected Statuses field, specify the statuses that signify rejection (e.g., Rejected).

  5. Map Fields Between OvalEdge and Azure DevOps

    • Select Service Desk Template Fields:

      • From the dropdown in the Mapper Fields section, select fields from the Service Desk Template. These are the fields defined in the OvalEdge template (e.g., Priority, Request Type). Example: If you want to map the "Priority" field in OvalEdge to the Azure DevOps field, select Priority from the dropdown.

    • Include Name Option:

      • Select the Include Name checkbox if you want to use the selected Service Desk field as a label in Azure DevOps. Example: If the OvalEdge field Priority is mapped to the Azure DevOps field Ticket Type, and Include Name is checked, it will appear in Azure DevOps as Priority: High.

    • Select Azure DevOps Fields:

      • From the dropdown, select the corresponding Azure DevOps fields that should be mapped (e.g., Ticket Type, Request Priority). Example: If you are mapping the Priority field in OvalEdge to the Ticket Type field in Azure DevOps, select Ticket Type.

  6. Add Mappings

    • Click on Add Mapping:

      • Once you've selected both the Service Desk Template and Azure DevOps fields, click Add Mapping. This establishes the connection between the two fields.

    • You can map:

      • One Service Desk field to One Azure DevOps field.

      • One Service Desk field to Multiple Azure DevOps fields.

      • Multiple Service Desk fields to one Azure DevOps field.

  7. Save the Mapping

    • Verify and Save:

      • Review the field mappings to ensure accuracy.

      • Click Save to save the integration and mapping details. These will now be displayed under the Integration section of the template.

  8. Manage Integration Settings

    • Edit, Inactivate, or Delete Integration:

      • After saving, you can inactivate or delete the integration if needed.

Configuring Workflows

Workflows in Service Desk Templates allow specifying approvers for service requests. You can either create a new workflow or use an existing one. Azure DevOps and other external tools, such as JIRA and ServiceNow, can be integrated into the workflow. These external tools can function either as approvers for service requests or simply as tools to track the requests from OvalEdge.

Azure DevOps in Workflows:

  • Azure DevOps as Approver: The service request will not progress until it is approved.

  • Azure DevOps for Ticket Tracking: The service request information is captured in Azure DevOps, but the request proceeds independently without waiting for approval.

Steps Involved

  1. Access the Template Workflow

    • Navigate to Service Desk Templates:

      • Go to Administration > Service Desk Templates.

      • Select the template where the Azure DevOps integration has been added.

    • Edit the Associated Workflow:

      • Under the Associated Workflow section, click on the Edit icon.

      • A pop-up window with the workflow configuration will appear.

  2. Configure Azure DevOps as an Approver

    • Add Azure DevOps as an Approver:

      • In the Associated Workflow pop-up, go to the Workflow Approvers section.

      • Set the Approve field to Azure DevOps. This ensures that the service request will not proceed until it is approved.

      • Once you select Approve in Azure DevOps, the Status field will automatically be populated based on your selected action.

    • Select Approvers:

      • In the Approver dropdown, choose the approver:

        • Select Azure DevOps as the Approver.

    • Map Azure DevOps:

      • In the Mapper dropdown, select the Azure DevOps mapper that was created for this template. This links the service request to the Azure DevOps system for approval.

    • Save the Configuration:

      • After entering all the details, click Save. Azure DevOps is now set as the approver for all service requests raised in OvalEdge. The requests will not proceed until the selected approver approves them.

  3. Configure Azure DevOps for Ticket Tracking Only

    • Track Service Requests in Azure DevOps:

      • If you only want to track the service request in Azure DevOps without requiring approval:

      • Select anyone as the Actor in the workflow

      • In the Track Ticket Via dropdown, select the mapper that was created for Azure DevOps.

        The minimal permission required for the Azure DevOps user to integrate with OvalEdge is admin.

    • Save the Configuration:

      • After entering the required information, click Save. The service requests raised in OvalEdge will be tracked in Azure DevOps, but there will be no dependency on Azure DevOps for the request to proceed.

Copyright © 2025, OvalEdge LLC, Peachtree Corners, GA, USA.

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