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To correlate your Azure DevOps work item Zendesk tickets with another ITSM app, you will need to create a a Correlation ID  field field in the table whose data you are sharing out. This Correlation ID field will be populated with the corresponding ticket's sys_id or other form of unique identifier from the other ITSM app (such as ServiceNow) being integrated.

(info) NOTE: Only a Correlation ID field is required. You can also create a Correlation Display field if you want a field to contain a customer-facing identifier field from the other ITSM app, such as the ServiceNow number field on incidents.


Procedure

To create user defined custom fields in the table whose data you want to share out of Azure DevOpsZendesk, follow these steps:

UI Steps


Select Process

Under the Boards section, click Process. Then, select the process whose data you want to share out. 

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UI Step

Access settings

In Azure DevOps, click the Organization settings in the bottom-left corner.

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UI Step
UI Step

Select work item

Select Task as the work item type.

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UI Step

Create new field

Click New field. Then, set the Name field as Correlation_id and select Text (single line) in the Type field. Click Add Field when done. 

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Next steps


The field should be created as Text field type and can have any display name and properties as desired.

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Once you have created the field(s), note each field's Field ID as you will need those for configuration the meshlet.

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This field ID will also be used in the Zendesk meshlet's mapping files for mapping records created/updated in the other ITSM app into the Common Incident format for mapping into Zendesk. For example, if you are mapping how to create tickets in Zendesk from ServiceNow, the mapping would look as follows:


Code Block
languagexml
{
  "ticket": {
     "comment": {
      "body": "${JSON_ENCODE:$[XPATH:/common_incident/description]}"
    },
    "type": "ticket",
    "priority": "${XPATH:/common_incident/priority}",
    "status": "${XPATH:/common_incident/state}",
    "subject": "${JSON_ENCODE:$[XPATH:/common_incident/short_description]}",
    "custom_fields": [{"id": 7655609750043, "value": "${XPATH:/common_incident/sys_id}"}]
  }
}

You will notice the custom_fields section where the Correlation ID's field ID (7655609750043) is listed so it knows to update this field with the sys_id from ServiceNow.

(info) NOTE: You may need to refresh your browser to see the new custom field on the ticket form in the Zendesk UI.




Next steps

Configure the Zendesk meshletCreate a webhook in Azure DevOps