Creating Azure DevOps Work Items from Tickets in BoldDesk Mobile

In the BoldDesk Mobile App, agents can create an Azure DevOps work item directly from a ticket. The item is automatically linked and shown in the ticket’s Azure DevOps panel so support and engineering stay aligned.

Prerequisites

• You are signed in to the BoldDesk Mobile App with an agent account.
• The Azure DevOps app is installed and authorized for your helpdesk (configured by an admin).
  • If you don’t see Apps or Azure DevOps inside a ticket, contact your admin.
• You have access to the target Organization and Project in Azure DevOps.

Create a Work Item from a Ticket

1. Open the ticket in the BoldDesk Mobile App.
2. Tap More options (⋮) in the ticket header → tap Apps.
3. On the Apps screen, tap Azure DevOps.
4. In the Azure DevOps panel, tap Create Work Item.
5. On the Azure DevOps – Create Work Item screen, complete the fields in order:
   • Organization (required) → select from the list.
     • After selecting Organization, the Project field appears.
   • Project (required) → select from the list.
     • After selecting Project, the Work Item Type field appears.
   • Work Item Type (required) → choose from the available types shown in the picker
     (for example: Issue, Epic, Task, Test Case, Test Plan, Test Suite).
     • After choosing Work Item Type, the fields for Area Path, Title, and Description appear.
   • Area Path (required) → select the path for the item.
   • Title → prefilled with the ticket title; you can edit it.
   • Description → prefilled with the ticket description; you can edit it.
6. Tap Create Work Item.
   • The button stays disabled until all required fields are provided (Organization, Project, Work Item Type, Area Path).
   • To exit without saving, tap Discard.

View the Linked Work Item

• The work item card shows key details such as Title, Work Item Type, State, Reason, Area Path, Created Date, Created By, Changed Date, and Changed By.
• Tap the card header to expand/collapse details.
• Use Unlink (top-right of the card) to remove the association from the ticket if needed.

FAQs

1. Where do I find Azure DevOps in a ticket?
   Open the ticket → More options (⋮) → Apps → Azure DevOps.

2. Why is the “Create Work Item” button disabled?
   It remains disabled until the required fields are completed in order: Organization, Project, Work Item Type, and Area Path. Title and Description appear prefilled and editable.

3. Which work item types can I create from mobile?
   You can select a type from the Work Item Type picker (e.g., Issue, Epic, Task, Test Case, Test Plan, Test Suite). The available types depend on your Azure DevOps project configuration and permissions.

4. Can I link more than one Azure DevOps work item to a single ticket on mobile?
   No. The mobile app supports a single linked work item per ticket. Unlink the existing item to link or create another.

5. Can I edit the Title and Description before creating the work item?
   Yes. Both fields are prefilled from the ticket and can be edited before you tap Create Work Item.

Related Articles

• Installing and Configuring Azure DevOps in BoldDesk
• Linking Azure DevOps work item with BoldDesk Ticket