Get your support and development teams in sync with the powerful integration between HappyFox Service Desk and Azure DevOps! This article guides you through configuring this integration and provides details on how HappyFox Service Desk agents can create work items, link them to incidents and monitor work item activity in the Azure DevOps projects right from the linked incident details page.

HappyFox integration with Azure DevOps allows your agents to:

1. Create a new work item in Azure DevOps from within an incident and link them both.

2. Link an existing work item with an incident.

3. Edit a work item linked with an incident.

4. Enable two-way real-time synchronization between Azure DevOps work-item-comments and HappyFox Service Desk incident updates.

5. Synchronise attachments from HappyFox Service Desk incidents to Azure DevOps work items.

6. Auto-closing of HappyFox incident, when linked Azure DevOps work item, is marked done.

Integration Prerequisites 

1. To create a work item, you must be a contributor to the Azure DevOps project boards. If you don't have a project yet, you can sign up and create a project. For details, see Start using Azure Boards.

2. To perform integration setup with HappyFox, you must be a member of the Azure Boards Project Administrators group or Team Administrators group. To get added, see Set permissions at the project- or collection-level or Add Team Administrator.

3. Please login to Azure DevOps as an account admin > Navigate to the organisation in which you are looking to integrate with HappyFox Service Desk >> Go to Organization Settings >> Goto Policies Under Security >> Ensure the toggle Third-party application access via OAuth is enabled.

Authorising HappyFox to connect to Azure DevOps

1. Login to HappyFox Service Desk and navigate to the Main Menu >> Apps module.

2. Please click on the Azure DevOps app.

3. Click on the Install button below the app logo and then click on the Link Azure DevOps button in the next screen.

4. You will now be redirected to Microsoft login page to authenticate your Azure DevOps account. Enter your credentials or choose your Azure DevOps account and login.

5. Once the login is successful, you will be prompted to authorize the HappyFox Service Desk app to connect to Azure DevOps. To do this, click on Accept.

6. On successful authentication, you will be redirected to the Azure DevOps apps page in HappyFox Service Desk.

7. And to complete the App Installation, choose the Azure DevOps organization to which you want to integrate and then click on Save.

8. Configure the required sync settings and then click on Save. Enable the integration by switching ON the Enable App toggle at the top, only after the integration is enabled all the sync settings will work.

Configuring Sync Settings for Azure DevOps app

Once Azure DevOps is installed, you can now configure the various synchronisation settings that are available.

1. Navigate to Apps from the main menu and click on Azure DevOps app.

2. You will be able to see the linked Azure DevOps account Name and Email address.

3. The Active Azure DevOps organization to which the integration is enabled will be selected and displayed below in the same screen.

4. You can now configure the various synchronisation settings between HappyFox Service Desk and Azure DevOps based on your project needs.

The following sync settings are available -

1. Sync HappyFox Updates to Azure DevOps - Once enabled, Incident replies and Private notes from HappyFox Service Desk will be automatically synced as Work Item - Comments inside Azure DevOps.

2. Sync Azure DevOps Comments to HappyFox - Once enabled, Work Item - Comments from Azure DevOps will be synced as Incident - Updates in HappyFox Service Desk.

3. Sync Attachments - Once enabled, attachments will be synced from HappyFox Service Desk to Azure DevOps Work Items.

4. Enable email notifications for work item comments - Once enabled, email notifications will be sent to the assigned agent from HappyFox Service Desk whenever a new comment is synced from Azure DevOps Work Item. The notification template can be customized in the text editor provided by inserting merge fields in it.

5. Default synchronisation Settings, when a new Work item is created or linked from HappyFox Service Desk - These settings will be taken up as defaults when you create or link a Work Item from HappyFox Service Desk Incidents. 

That’s it! You're all set with the HappyFox Service Desk <> Azure DevOps Integration. Continue reading to know how to create/link/edit tasks within the ticketing interface.

Linking HappyFox Tickets to ADO Work Items

Look out for the Azure DevOps section in your incident details page >> right sidebar to create a new work item for the incident or link it to an existing work item in ADO. You can link an incident from HappyFox Service Desk to ADO by creating a new work item or linking it to an existing one.

Also note that, comments in Azure DevOps will be appearing as Azure DevOps Sync notes in HappyFox Service Desk. And, private notes from HappyFox Service Desk will be synced as comments in Azure DevOps work item.

Create work items in Azure Boards from HappyFox Service Desk Incident Details page by entering the following information -

1. Type and select the project from ADO.

2. Select the work item type.

3. Enter the title of the work item.

4. Choose an assignee, if any.

5. Provide a description of the work item optionally.

6. Choose the priority and click on ‘Create’ to successfully link an incident from HappyFox Service Desk to ADO work item.

Enjoy the benefits of improved collaboration with the HappyFox Service Desk and Azure DevOps integration!