[Music] foreign [Music] it's Justin thank you for watching and welcome to my house that's Justin's house in this video I'm still talking Azure devops but we're going to do some automation with customer service Management in this video customer case tasks we're going to send those over to our Azure devops teams without using a backlog without using a triage board like I showed the previous video I'll link to it up above where you can automatically synchronize it with very very little effort but I want to show you how to do more automation using flow designer and a flow so in another video I showed how to do this with incidents and instead of having this prepared ahead of time I thought you know what let's just show the people on YouTube how you repurpose something for another table so I'm going to copy this flow I'm going to get rid of the copy of and you'll see how all this works so instead of an incident I'm going to send a customer to ask or a customer service case task out of Cameron Boyce called we'll just call it customer service task two Azure devops that are assigned to the service now sprinters team I'm going to copy that and that's going to take this whole flow that we see on the screen all the steps all the actions and copy them so I can start to build a new flow just around customer service management all right let's go ahead and start changing this up to use for customer service management instead of itsm Incident Management the first thing we're going to do is we're going to get rid of this incident table and we're going to use the customer service task table customer Task customer service let's just do the actual I know the table name SN underscore customer service underscore task there it is oh it's task that's why I couldn't find it all right so we've got that table now we're going to do the same thing before we're going to check that state before we do anything because we really don't want to grab something that's closed or you know not active or something actually so I don't have as many options so I just want nothing that's not closed I want everything that's not closed sorry I'm gonna say that right and we want the assignment group to be servicenow sprinters that looks good there we'll just search for servicenow there's my servicenow sprinters and that's the team that's using Azure devops and we'll just update our notes here to be customer service task instead of incident customers service task and that should be it that should be everything we need there we go everything looks good there that's changed we're still going to create a story record but instead of using the incident information we're actually going to use the customer service task information so notice I've got my task record here and that's actually linked to a customer service case and we could we could actually go walk our way up into those values if we wanted to but I'm just going to stay here for this task we're going to grab the short description from behind my head I don't have a short description what do they call that in customer service task let's just go here workspaces and we'll go search for customer service CSM is it CSM yeah CSM configurable workspace and we'll let that pull up and we'll pull in that description there's the parent case that I was talking about earlier so you could go to the parent case and pull information from that if you wanted I'm sure that has a short description or something so let's just go ahead and do that we'll pull it from the parent case the short description just to show you how powerful this is to getting all that and for the task record that should have a description so let's go ahead and pull that description over and we're going to set try that again description and we're going to set the parents of this story to the customer service task record which is right there so we're going to drag that down there now we've de-linked that from the incident and we've linked it to the customer service task we're going to leave this step in here to sync the story watch for a future video on that on how this custom action works and then we're going to update the customer service task record not the incident records I'm just going to delete that and we're going to drag over here to task and we want to set the correlation display and correlation ID for the the customer service task and this is just good manners when you're integrating and we're going to use that story record so let's go to the story record I'm going to grab the number from that one here we go and we're going to grab the assist ID for that story and add that in our correlation ID sysid right there hit done and the last thing we want to do is when I add a work note and we want to add the worknote to the customer service task which is this one right here so that should update to that one and then that record number should still be the same and that record number should still be the same it's from the create record that create story records so all that should be good we're going to save here and everything should be golden I'm actually going to be brave and hit the activate and we're just going to go over to our CSM configurable workspace hoping that it's loaded by now and we're going to create a customer service task off of a case and see that that automatically gets synced over to Azure devops and all I did was copy a flow change a few things I just saw there so let's go ahead and open the case we'll grab uh let's grab all cases I was looking just for open cases and we got one open here for Mary Jane Sykes and from this case I just want to create a task and assign it to that servicenow sprinters team so here we go tasks and we'll click new we'll assign it to that team who isn't a customer service support group so we got to fix that real quick that's a person I don't want a person I want a group so if you haven't seen it in one of my previous videos I show how easy it is to add Fields into a workspace we're going to just go to the workspace view here and I'm going to add the assignment group above the sign to so that we can see that in the workspace so let's just configure form layout and we'll put assignment group right above assigned to I'm probably gonna get an error message on my scope so that's fine we'll edit that in the workspace and there is my assignment group I'll toss that over and move it just above assign to hit save and then we should be able to go back into our workspace and refresh that and and see that so I'm just going to refresh this uh it might give me an error because I didn't save anything yet but that's okay I can create a new task real quick okay I'll fix up there I've got my assignment group now we'll set this to servicenow sprinters there we go that's what I was looking for and the subjects we actually don't need to use this subject to grab the short description from the case the parent case record but let's go ahead and put this in here need help from Ado team to fix this for our VIP customer and I'm actually going to put that in the description too we'll just add a little variation to it um demo for the YouTube so we can see the difference between those two things I'm going to hit save and our flow is automatically going to run in the background let's go ahead and make this window a bit smaller now there's Azure devops behind me I just recorded my incident video so let's go back to my work items and what we're looking for is that customer service task to automatically flow over to Azure devops without us doing anything in a backlog or a triage board it's just going to happen automatically because we have that flow bill so I'm just going to click here and I'm going to scroll down scroll back up and there it is living room temperature 65 degrees basement apartment let's look at that case here is it the same thing the same description living room temperature 65 degrees all right so that pulled in the parent short description and added in our description that we put here need help from adiotin to fix this for our VIP customer demo for the YouTube and that's it that's the integration between servicenow customer service management and Azure devops by simply using a flow to automatically create a story and Link it back to that customer service task record I hope you found this video helpful if you did please like Please Subscribe or share with somebody who you think might be interested in integrating a servicenow and Azure devops for customer service management with as much automation as possible until next time don't forget to always be learning [Music] thank you