Integrating help desk and development teams has never been easier.
Quickly and easily send ITSM incidents or problems from ServiceNow to CA Technologies' Agile Central (formerly Rally Software's RallyDev).
The most common scenario is the escalation of bugs or issues (work items) that require development resources to fix. You can search Agile Central, link incidents or problems to existing work items or "send incidents/problems" to Agile Central where a new issue is automatically created. Once development completes the work, ServiceNow incidents/problems are synchronized with key Agile Central work item information --- complete with ServiceNow update notifications.
Not everything is a bug! Escalate incidents that need development to solve. Establish bidirectional links between ServiceNow incidents and Agile Central work items.
Once an Agile Central work item is created or a development link is established, support can view work item status and other fields --- all within ServiceNow!
Nobody likes duplicates! Before sending to development and creating a new work item, search for similar work items first. If it's a match, link the incident!
Point and click to map fields between ServiceNow and Agile Central. You can configure any number or fields, in any direction, be they system or custom fields.
Based on incident field values, automatically create new Agile Central work items --- in the right projects! Supports all work items types.
Development works hard! When they update or complete work items, ServiceNow is automatically populated to reflect the new status or update.
Seeing is believing. Sign-up for a free trial and kick the tires at no cost. By integrating ServiceNow and Agile Central, you can: