Overview

By default, the rm_defect and other custom tables in ServiceNow do not include an External Identifier field required for Azure DevOps (ADO) integration. To enable this, you must manually configure a reference field and extend the existing Populate External Identifier Reference Business Rule.

This article provides the steps to configure the External Identifier reference on a custom table (e.g., rm_defect).

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Issue

• Following the ServiceNow documentation for populating external identifier references on a custom table may not work out of the box.
• Running gr.isValidField('external_identifier') on the rm_defect table returns false.
• This is because the External Identifier field is not available by default on the custom table.

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Resolution

Step 1: Add External Identifier Column to rm_defect

1. Navigate to System Definition > Tables.
2. Open the rm_defect table.
3. Create a new field with the following properties:
   
   • Type: Reference
     
   • Reference Table: sn_int_common_external_identifiers
     
   • Column Name (example): u_external_identifier
     
   • Column Label (example): External Identifier
4. Save the changes.

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Step 2: Update "Populate External Identifier Reference" Business Rule

1. Navigate to System Definition > Business Rules.
2. Open the Business Rule: Populate External Identifier Reference (on sn_int_common_external_identifiers table).
3. Update the Filter Conditions:
   
   • Add an OR condition → reference_table = rm_defect.

1. In the Advanced Script, add logic to handle the rm_defect reference (ensure script correctly maps the new field).

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Step 3: Validate

• Navigate to any record in rm_defect.
• The new External Identifier field should now display references from sn_int_common_external_identifiers.
• Ensure synchronization between Azure DevOps and ServiceNow reflects in this field.

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Additional Notes

• Apply the same configuration for other custom tables (e.g., rm_scrum_task) if needed.
• The official ServiceNow documentation for Azure DevOps integration currently does not mention these manual steps. Updates to the docs are planned.
• For comparison, you can also refer to the Jira integration guide (similar approach):
  Populate external identifier reference fields on a custom table

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Related Documentation

• Populate external identifier reference fields on a custom table (Azure DevOps)
• Agile Development with Azure DevOps Integration