Integrations

Azure DevOps

Azure DevOps is a cloud-based platform that helps service and support teams to collaborate, develop, and deliver software. Azure DevOps can help service and support teams to manage projects, code, testing, deployment, and feedback.

Delivery: Vivantio Core Integration

Categories: IntegrationsTags: Azure, DevOps, Microsoft

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Azure DevOps

Why Use Azure DevOps

Integrate Vivantio with Azure DevOps (ADO) to establish a seamless communication channel between service management and development teams. This integration ensures that all team members stay informed regardless of the tool they use daily, eliminating the need to switch between platforms. Customer requests fielded in Vivantio can directly create work items in Azure DevOps when needed. As updates occur in Azure DevOps, they are automatically fed back to Vivantio, ensuring customers receive timely updates.

Seamless Communication

Integration creates a seamless communication channel between service management and development teams, enabling them to work on the same issues without switching platforms.

Real Time Updates

Both teams receive real-time updates on issue status, comments, and changes, reducing the likelihood of miscommunication and ensuring everyone is on the same page.

Automation

Automation of routine tasks such as ticket creation and status updates reduces manual work and speeds up processes.

Work Items

Vivantio tickets can be directly converted into ADO Work Items, ensuring that nothing falls through the cracks and every issue is tracked until resolution.

Collaboration

By integrating the tools, service agents and developers can collaborate more effectively, leading to quicker identification of issues and faster resolutions.

Stay Updated

Customers receive timely updates (through Vivantio) on the status of their issues, improving transparency and trust.

Streamline Processes

The streamlined processes and efficient collaboration result in quicker responses and better service delivery, enhancing customer satisfaction.

Manage Scale

As the organization grows, the integrated systems can be scaled to handle increased volumes of tickets and issues without compromising performance.

Azure DevOps

Functionality

The Azure DevOps Integration features within Vivantio can be broadly categorized based on the direction of data flow.

Outbound from Vivantio to ADO

The following core processes are available to send data to ADO from Vivantio:

Create new ADO Work Item from Vivantio ticket (automatically or manually)
Link Vivantio ticket to existing ADO Work Item
Send Comment / Attachment from Vivantio ticket to linked ADO Work Item

Inbound from ADO to Vivantio

For inbound communication, Vivantio makes use of Webhooks within ADO. ADO Webhooks allow data to be sent from ADO to Vivantio at configured points in time.

When Vivantio receives a Webhook from ADO, a number of actions can be taken, including (but not limited to):

Changing the Owner, Status, or Priority of the Vivantio ticket(s) linked to the Work Item
Updating Vivantio ticket title, description, or custom fields
Adding Notes / Sending Emails to the ticket Owner, ticket Customer, or other parties
Creating a new Vivantio ticket

Configuration

Vivantio makes use of its built-in Azure DevOps integration as well as custom Web methods to create a seamless, bi-directional integration between Vivantio and Azure DevOps

See an example of the integration in action and how it was setup here…