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Trace an Azure DevOps work item to ServiceNow incidents
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Cross-Connector

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.

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Trace an Azure DevOps work item to ServiceNow incidents
Which ServiceNow incidents relate to Azure DevOps work item 4821?
2 incidents and 1 problem relate to work item 4821. - INC0010432: checkout timeouts, quotes the work item id, high confidence - INC0010440: slow order page, title match only, probable - PRB0040012: recurring timeouts, quotes the work item id Want the state and assignee of each record?
Azure DevOps
Sample figures. Your results come from your own account.
azure-devops-get-work-item
azure-devops-get-work-item-comment
servicenow-get-incident
servicenow-get-problem

On this page

The problem

The problem

The prompt

Who it's for

How it works

Tools used

Connector

Azure DevOps

Azure DevOps
Run it on your own Azure DevOps data.

Connect Azure DevOps, pick your AI tool and paste the prompt.

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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.

Prompt
**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.

Your AI tool

02

Read

It reads the work item and its comments in Azure DevOps.

azure-devops-get-work-item
azure-devops-get-work-item-comment

03

Search

It looks for ServiceNow incidents and problems that mention it.

servicenow-get-incident
servicenow-get-problem

04

Report

You get the matches, with title-only matches marked probable.

Your AI tool

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.

get-data

azure-devops-get-work-item

Returns work items records from the Azure DevOps connector. Use it to read and filter work items across your Azure DevOps projects.
get-data

azure-devops-get-work-item-comment

Returns work item comments records from the Azure DevOps connector. Use it to read and filter work item comments across your Azure DevOps projects.
get-data

servicenow-get-incident

Returns incident records (number, state, priority, caller, assignment and dates) from ServiceNow. Filter by number, state, priority, caller, assignment group, assignee, short description text and opened date range.
get-data

servicenow-get-problem

Returns problem records (number, state, priority, known error, related incidents and dates) from ServiceNow. Filter by number, state, priority, known error, assignment group, assignee, short description text and opened date range.
Read only.Nothing in Azure DevOps Changes

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.

How Popdock AI secures your data

The outcome

See the operational impact of a work item

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Related use cases

More ways to put this data to work

All Ramp use cases

One prompt template with infinite possibilities.

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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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