Integrating help desk and development teams has never been easier.
Quickly and easily send customer service cases (tickets) from ServiceNow to CA Technologies' Agile Central (formerly Rally Software's RallyDev).
The most common scenario is the escalation cases that require development resources to fix. You can search Agile Central, link cases to existing work items or "send" cases to Agile Central where a new work items is automatically created. Once development completes the work, ServiceNow cases are synchronized with key Agile Central work item information --- complete with ServiceNow update notifications.
Easily escalate cases that need development help to solve. Establish bidirectional links between ServiceNow cases 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 existing case!
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 case 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: