Supportbench Azure DevOps Integration
We’ve just bolstered our already extensive customer experience platform and list of integrations by taking the next step toward helping our clients deliver the best possible customer experience. We’ve finished our DevOps integration.
What it does it do?
The Supportbench to Azure DevOps integration helps to optimize the communication channels between users of DevOps and those within Customer support. When DevOps is installed, the integration allows:
What are the benefits?
Save time and resources by keeping everything in one platform. All the information and data your agents could need on your DevOps items can now be found within your bench – bridging the gap between support and development.
How to setup:
In order for DevOps to grant access to Supportbench, you will need to allow third party application access to each organization you plan to use Supportbench for. To do this:
Supportbench installation requires a user that has both admin access to Supportbench as well as AzureDevOps administration access.
Supportbench Configuration Options:
Once Supportbench is authorized, a set of options will be available to use and is divided into 4 sections.
Azure DevOps Configuration:
Alternate Name The default name agents see the DevOps integration, will display as “Azure DevOps”. If you would like to change this name to something more relevant (i.e. Product Team YYY), type in the name here. Map State to This gives you the ability to map a DevOps state to a field within Supportbench. This can be either the Case state or a custom drop-down field with the states. If a state changes within DevOps, If the text matches the mapped field, that DevOps state will alter the mapped Supportbench field.
Notification Level By default all work item changes will be created as new activities to all linked cases. This can be noisy and can be limited with this option.
Whether the integration is active or not.
If the text here matches an organization in the list, it will be set to it*.
If the text here matches a project in the list, it will be set to it*.
Default Work Type
If the text here matches a work type in the list, it will be set to it*.
Default Area If the text here matches an area in the list, it will be set to it*.
*Within the interface, the last setting is saved and will supersede the defaults.
Mappings give you the ability to map changes within DevOps field changes to Supportbench fields.
You are allowed 5 mappings. Under the field name, enter the Azure DevOps field name, and select the Supportbench field it should map to.
This area is where you can add all organizations you want Supportbench to have access to.
This area is where you can add all projects of those allowed organizations you want Supportbench to have access to.
How to Create a new Devops workitem from a case:
When managing a case, IF the agent has access to create new DevOps work items, they will see a new drop-down option.
How to Create a new DevOps work item from a workflow:
Within the integration, you can setup a workflow action to create a DevOps work item from an automated workflow. To do this:
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