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See which incidents relate to a work item
For developers who want the ServiceNow incidents and problems behind an Azure DevOps work item, by asking their AI assistant.
On this page
Connector
Connect Azure DevOps, pick your AI tool and paste the prompt.
The problem
Engineering misses the operational impact of a bug
Someone searches ServiceNow by hand to see which incidents and problems relate to a work item. Records that only mention it in text are missed, so engineering does not see the full operational impact.
Without PopdockAI
- Read the work item and its comments
- Search ServiceNow incidents by keyword
- Search problems separately
- Miss records that mention it only in text
With PopdockAI
- The work item and its comments are read
- ServiceNow incidents and problems are searched for matches
- Title only matches are labelled probable
- No ServiceNow record is created or updated
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Trace Azure DevOps work item `{work-item-id}` to the ServiceNow incidents and problems that reference it, opened in the last `{lookback-days}` days (default 90).
**Step 1: Establish the work item (azure-devops server)**
Call `azure-devops-get-work-item` with `id` = {work-item-id}. If nothing comes back, report that the work item does not exist and stop. Keep its `title`, `state`, `assigned-to`, `priority` and `project`. Then call `azure-devops-get-work-item-comment` with `work-item-id` = {work-item-id} and note any text that mentions a ServiceNow number (INC, PRB, CHG).
**Step 2: Search ServiceNow (servicenow server)**
ServiceNow has no work item id field, so match on text. Call `servicenow-get-incident` with `short-description.contains` = {work-item-id}, and `opened.from` set to the lookback start. Repeat with the work item title as `short-description.contains`. Do the same with `servicenow-get-problem`. Also fetch any INC or PRB number found in Step 1 by passing it as `number`. Merge duplicates by `number`.
**Step 3: Report**
Give the work item summary, then a table of matching records: `number`, record type, `short-description`, `state`, `priority`, `assigned-to`, `opened`, and how it matched (id in text, title, or number in a comment). Mark title-only matches as probable, not confirmed.
**Rules & Guidelines:**
* `azure-devops-get-work-item` and `azure-devops-get-work-item-comment` are on the azure-devops server. `servicenow-get-incident` and `servicenow-get-problem` are on the servicenow server.
* This prompt is read-only. Do NOT call any `servicenow-add-*` or `servicenow-update-*` tool.
**Validation:**
* If ServiceNow returns nothing, report the work item as having no linked incident or problem and do not guess.
* If a number is more than 6 digits long, check it is the work item id and not an unrelated number before treating it as a match.Who it's for
One answer, three teams that use it
Developers
Know how many users a bug hits
See the incidents and problems tied to your work item, so impact shapes the fix.
Which ServiceNow incidents mention Azure DevOps work item 5530?
Problem managers
Link problems to engineering work
Find the work item behind a recurring problem and the incidents around it.
Show ServiceNow problems and incidents related to work item 6107.
Engineering managers
Prioritise by operational impact
Work items with many related incidents rise to the top of the backlog.
How many ServiceNow incidents relate to work item 4972, and which are only probable matches?
How it works
What PopdockAI does when you ask
You give a work item id and your AI assistant finds the incidents and problems linked to it. Both systems are only read.
01
Ask
You give the work item id.
02
Read
It reads the work item and its comments in Azure DevOps.
03
Search
It looks for ServiceNow incidents and problems that mention it.
04
Report
You get the matches, with title-only matches marked probable.
What PopdockAI provides
The tools behind the answer
Ready made tools for Azure DevOps and one secure connection to your AI tool. No code, no exports.
azure-devops-get-work-item
azure-devops-get-work-item-comment
servicenow-get-incident
servicenow-get-problem
This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.
The outcome
See the operational impact of a work item
Related use cases
More ways to put this data to work
One prompt template with infinite possibilities.
Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.
Join forward-thinking companies that are transforming their operations with intelligent, secure AI automation.

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