Azure DevOps

Supportbench knowledgebase team

04-Oct-2022

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:

• Multi-organizations
• Multi-projects
• Subscriptions for real-time case updates on DevOps changes
• Creation of DevOps work items within cases
• Linking of DevOps items to cases
• Creation of DevOps work items within workflows
• Attachment uploads to DevOps work items
• Real-time status of DevOps work items within cases and case views
• Ability to map DevOps fields to Supportbench fields
• Set DevOps work item defaults

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:

1. Login to AzureDevops.
2. Go to the main URL : https://dev.azure.com/
3. Each project (if you have more than one) will be displayed on the left.
4. Click on the first project that you want Supportbench to have access to, and click on “Organization Settings” at the bottom left corner.
    
5. Under Security, click on Policies.
   
   
    
    
6. If not already enabled, enable third party access.
   
   

Supportbench Installation:

Supportbench installation requires a user that has both admin access to Supportbench as well as AzureDevOps administration access.

1. Click on the “Configuration” icon within Supportbench.
2. On the left-hand menu, go to Integrations and click on “Azure DevOps”.
3. Click on the button “Authorize Supportbench”.
4. Authorize and enable all options listed once logged into DevOps.

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. 
 

Active

Whether the integration is active or not.
 

Defaults:

Default Org

If the text here matches an organization in the list, it will be set to it*.

Default Project

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:

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.

Organizations:

This area is where you can add all organizations you want Supportbench to have access to.

Projects:

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.

1. Go to a case.
    
2. Within the activity action menu on the activity, you would like to submit a new issue to, click on the Submit to DevOps button.
   
   
    
3. A menu on the right side will appear.  Select the appropriate fields and click submit.
   
   
    
4. The case will refresh and the new DevOps item will appear in your case summary section.

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:

1. Click on the Configuration button within Supportbench.
2. On the left menu, click on Workflows.
3. Add a new workflow.
4. Within the workflow, add a new case workflow.
5. Select the appropriate event i.e. On case creation or update.
6. Select the requirements for the workflow and add the new action “Submit DevOps work item”.
7. Fill out the appropriate fields and click save.
8. When this workflow fires, a new DevOps item will be created.