TFS and SCSM integration, how can I do this better?
I have an RBA on all of our dev teamplates that is the first activity and it goes out and creates a TFS item for the ticket. After creating the TFS item, it dumps out the TFS Item number and puts it in a custom field on the ticket. This works fine for the most part, but it does cause some headaches.
If a user selects the wrong RO it might create the TFS item for a ticket unnecessarily, then our Scrum Masters have to go in and clean up the item in TFS.
In the event that an end user submits a ticket to the wrong group, our analysts have an "Apply Template" task on the portal to apply the Development IR/SR template to get the TFS item created.
Invariably, an end user will submit a ticket to the dev team that should go to Operations, or they submit a ticket to Operations that should go to dev. In the first situation, a TFS item is created when it shouldn't be so someone needs to clean up the TFS Item. In the second situation, no TFS item is created so I have to go into the console and add the RBA to the ticket to get the TFS item created.
All of our staff only use the portal, it is just admins that use the SCSM Console. We didn't want to install it or train staff on how to use it because the interface is awful and we didn't want to frighten them while moving to SCSM.
Any ideas how I can handle this better?
The only other option I've really been able to come up with so far is using SMLets and querying for tickets on some interval that are assigned to a Dev support group and the TFS Item field is blank. We would still have some unwanted TFS items created, but at least if something is re-assigned to the dev team we don't need ananalysts to remember to apply a specific template.