The problem: the bug is in ServiceNow, the fix lives in Azure DevOps
A support agent working a ServiceNow incident confirms it's a software defect. The fix has to happen in engineering — and engineering works in Azure DevOps, not ServiceNow. Right now, that handoff is a human copying fields from an incident into a new Azure DevOps work item: title, description, repro steps, severity, environment, attachments. Then pasting the work item URL back into the incident. Then babysitting both records until the fix ships.
