Edition: Enterprise






High Level Overview

In TeamSupport we are focused on helping your organization provide the best customer & product support possible. If you are using Microsoft Visual Studio Team Foundation Server to keep track of bugs and projects and your support team have identified a problem that needs to be reviewed by your development team, the integration between the two products makes it very simple for your teams to collaborate and improve your customer’s experience.

Supported Versions

Currently, the integration supports TFS version 2015 installed, and the latest Visual Studio Team System (VSTS) Cloud based version.

How it Works

Work Items in TFS can be synced with TeamSupport Tickets in the following ways:

  • A single Work Item in TFS can be linked with multiple Tickets in TeamSupport.
  • Comments created in the TFS Work Item will also be created in the linked TeamSupport Ticket as Actions.
  • Actions created in the TeamSupport Ticket will also be created in the linked TFS Work Item as Comments. You can push all TeamSupport Action types to TFS, or only one as defined in the integration below.
  • Any changes made to the State, Type, or any of the Custom Mapped fields (below) in a TFS Work Item will by also be changed in the linked TeamSupport Ticket.
  • The TeamSupport Product maps to the TFS Team Project (or Project Key). You may create a relationship between the TeamSupport Product and the corresponding Project Key by indicating the Project Key in the settings in the Project section. When the relationship is made between Product and Project Key, the new Work Item will be mapped accordingly when a sync is made from the TeamSupport Ticket. Additionally, you may indicate a default Project Key to be used in the settings below for the Product/Team Project mapping. If a Product is not selected on a Ticket, or if the selected Product does not have a Project Key mapping as described above, the Team Project will be mapped the New Work Item will be created using the Default Project Key.
  • The TeamSupport Version also maps to the TFS Versions. You may create a relationship between the TeamSupport Product Version and the corresponding TFS Version Project Key by indicating the Project Key on a Version in the settings of the Product section. When the relationship is made between TeamSupport and TFS Versions, the new Work Item will be mapped accordingly when a sync is made from the TeamSupport Ticket.

Other considerations:

  • A work item in TFS cannot create a ticket in TeamSupport.
  • Changes in TeamSupport Tickets are never synced to TFS Work Items except for the Custom Fields in the Custom Mapping section below.

Setup

Log into TeamSupport with an account that has Administrator rights and go to Admin->Integration->Team Foundation Server. You should see a screen like this:


Field Definitions

  • Instance Name: Provide a name for this configuration.
  • TFS Host Name: Required. Enter your full TFS Host Name as described below:
    • For 2015 TFS installed system you should include the protocol (http or https) and the port number if required. e.g. https://[Your Server]:8080
    • Example for VSTS Cloud based system: https://[Your Account].VisualStudio.com
  • TFS User Name: The User Name and Password OR the API Token is required. Enter the TFS username/email that will be used to create Work Items as described below:
    • For 2015 TFS installed systems your User Name includes your domain in this format: domain\username
    • For VSTS Cloud based system your User Name will be an email address.
  • TFS Password/Confirm Password: The User Name and Password OR the API Token is required. Enter the password for the TFS account in the Password and Confirm Password fields.
  • Use Network Credentials: This field is required to be checked if you are using the installed TFS 2015 version. Otherwise, you may leave this field unchecked.
  • TFS API Token/Confirm TFS API Token: The User Name and Password OR the API Token is required. The TFS Security Token can be found in your TFS account. Here are the instructions for VSTS accounts. The API Token is not available in TFS 2015 installed systems.
  • Default Project KEY: We sync the TeamSupport Product with the TFS Team Project, which is synonymous with Project Key. When no product is assigned to a ticket and the ticket is linked with a new Work Item, we use the Project Key specified in this field.
  • Actions type to push to TFS as comments: Select the “All Types” option if all actions needs to be sent to TFS, otherwise, select the an Action Type from the list.
  • Update TeamSupport Tickets Statuses: If you need to update the TeamSupport Ticket Status whenever the TFS Work Item Status is updated, check this option. It is important to verify that the different TFS statuses are also listed in as a TeamSupport Ticket Status.
  • Exclude the following: A multi-selection box will appear if the “Update TeamSupport Ticket Statuses” box is checked. You may select all status which do not map to your Team Foundation Server.
  • Update TeamSupport Ticket Type: If you need to update the TeamSupport Ticket Type whenever the TFS Work Item Type is updated, check this option. It is important to verify that the different TFS Work Item Types are also listed in as a TeamSupport Ticket Type.
  • Synchronization Active: Sets the synchronization to active.
  • Always Use Default Project Key: If you would like to always use the Default Project Key listed above, choose “Always Use Default Project Key”. Otherwise, we will use the Project/Product match.
  • Use All Ticket Types: If you would like to allow all Ticket Types to be synced with TFS, leave “All Ticket Types” checked. If you would like to limit the Ticket Types, uncheck this box and the select only the Ticket Types that you would like to be allowed to sync with TFS. The TFS box will only show up on tickets that have the selected Ticket Types.
  • Save: Click the save button to save your changes.

Default Field Mapping

Below are the list of fields that are mapped between TeamSupport and TFS.

  • The values for Ticket Status and Work Item State must be identical for these mapping to work correctly.
  • The values for Ticket Type and Work Item Type must be identical for these mappings to work correctly.
  • Each Product can be mapped to a Team Project (Project Key) in the Products sections. If the mappings are not present, the “Default Project Key” identified above will be used. If a Project Key is incorrectly identified in TeamSupport, the “Default Project Key” will be used.
TeamSupport TFS
Ticket Work Item
Title Title
Status State
Description Description, ReproSteps, ect
Action Discussion entry
Attachments Attachments
Ticket Type Work Item Type
Product Team Project

Custom Field Mappings (Optional)

After you mark your Syncronization as “Active”, your Custom Field Mappings will appear to the right of your other settings. These will allow you to map additional Ticket fields other than the defaults listed above including Custom Fields.

Simply type in the name of the TFS field you would like to map, choose the matching field from the drop down list, and click the “Add Mapping” button. Mapped fields will be displayed.

Linking Tickets and Work Items from the Ticket Window

Once the integration page is setup as described above, a TFS link section will become available on the right hand side of an existing Ticket. This option is not available on a new Ticket.

If you do not see this option on the right hand side of an existing Ticket, or if you would like to change it’s position, you may do so in the Ticket Page Order menu.

Creating a New Work Item

Clicking the “New Work Item” button will add the ticket to the queue to sync and the Work Item Title will display “Pending…”. When this process is complete, the box will change from “Pending…” to the TFS Work Item ID with a link. Default and Custom Mapped field values will be used on the new Work Item. If the Product listed on the Ticket has a Project Key relationship defined, the associated TFS Team Project will be used. Otherwise, the default Project Key will be used as defined above.

A new TFS Work Item will be created and a remote link to the synced TeamSupport ticket will be added in the new Work Item.

Linking an Existing TFS Work Item

Clicking in the “Existing Work Item” button will allow you to enter the Work Item ID to sync with:

Enter the number and click on the Save button. The Work Item will be displayed in black font without a link to TFS. Once the sync has taken place a new remote link will be added to the synced TFS Work Item. Additionally, the TeamSupport ticket will contain a link to the TFS Work Item.

Removing a Ticket sync to TFS

You may click the “x” at any time next to the sync in order to remove the link to TFS.

Updating Data

Once a sync has been made, if you need to make a change to the Product selection, you will be prompted to first remove the TFS sync from the ticket.

TFS Work Item changes in the mapped fields listed above will be applied to the TeamSupport ticket. New Work Item comments will generate new TeamSupport actions. New actions in the TeamSupport ticket will generate their equivalent new comments in the TFS Work Item.

The synchronization runs every 15 minutes. Wait for at least 15 minutes after saving. Once it is done you should be able to refresh your ticket and see the updated data.

Logging

TFS errors are logged in the Ticket History. Ticket History can be found on the Ticket Detail Page by clicking More -> Ticket History.

Additional logging can be found in our Reporting Section.

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