Once you set up authorization between Dynamics 365 for operations and LCS users can directly submit issue from production instance and you get email about reported issues by them . Users can create issue by using support icon on top right corner as shown below .
Well we used Microsoft flow to create impediments in Azure Dev Ops using email we received . You can set one common email ID in LCS to receive emails and read inbox of that email using flow and create impediments. You would need connections to Azure dev ops and Microsoft outlook to get this flow working.
Screen below shows all the steps in flow
First two steps are very simple , when email arrives in Inbox get details from the email. For first step I took my personal account to send email to my dedicated inbox.
Once email arrives second steps scans subject of the email and gets the work item ID if the impediment is already exist, if it doesn’t then the third step creates impediment.
Account name is your Azure dev ops account and Project name is where you are going to create your impediment.
Sometimes chain of emails is exchanged between uses and support team so If the impediment is already exist, information gets updated on the impediment created in above step through the following step
Finally email is sent to user to inform about the impediment is created in dev ops using below steps.
You can see in below screen, I sent an email to my dedicated account subject “Not able to create record in customer master” and with some body and the impediment is created in Azure dev Ops
That’s all for now . Feel free to comment for any questions.