Published in: Technology

Seamless Freshservice & Azure DevOps Cloud Integration for a leading American Insurance Enterprise.  

Author admin

Published on: February 27, 2025

Overview 

The customer, a leading Insurance enterprise with a focus on operational efficiency, was using an on-premises version of Azure DevOps integrated with their Freshservice account for ticket management and automation. As part of their digital transformation initiative, they transitioned to the cloud version of Azure DevOps and required a seamless integration with Freshservice to ensure continuity in their workflows. 

Challenges 

The shift from an on-premises to a cloud-based Azure DevOps environment posed several technical and operational challenges for ensuring seamless integration: 

• Middleware and Database Setup: The existing on-prem integration relied on custom middleware and database configurations that needed to be adapted for the cloud. 

• Functionality Preservation: The integration had to mirror existing automation and workflows without disrupting ticketing processes. 

• Code Adjustments: Any necessary modifications had to be implemented without altering the core functionality of the integration. 

• Seamless Deployment: Ensuring minimal downtime and a smooth transition while setting up and deploying the middleware for cloud compatibility. 

• Security & Access: Coordinating access to Freshservice, Azure DevOps cloud, and the customer’s cloud server with necessary permissions. 

Solution Implemented by Arbaan 

Arbaan, with its expertise in middleware integrations and cloud transitions, executed the following key actions: 

1. Middleware & Database Setup: 

1. Configured the middleware on the customer’s server to establish communication between Freshservice and Azure DevOps Cloud. 

2. Deployed a secure and scalable database to support integration. 

2. Integration Deployment & Validation: 

1. Implemented the middleware service for integrating the Freshservice sandbox with Azure DevOps Cloud. 

2. Conducted rigorous testing to ensure the sandbox environment mirrored the production setup. 

3. Addressed any API limitations and adjusted configurations accordingly. 
    

3. Code Optimization & Version Control: 

1. Made necessary code adjustments to establish seamless connectivity between Freshservice and Azure DevOps Cloud. 

2. Ensured that workflows, automation, and business logic remained intact post-migration. 

3. Committed the latest version of the codebase to the customer’s GitHub repository for streamlined version control. 
    

4. Technical & Security Compliance: 

1. Ensured that all required API endpoints were operational and integrated securely. 

2. Worked with the customer team to provide the necessary credentials and permissions in advance, preventing access-related roadblocks. 

 
Values delivered to the customer: 

Seamless Migration – The transition from on-premises to cloud-based Azure DevOps was executed smoothly with no disruption to ticket automation and tracking processes. 

Business Continuity – The integration mirrored the functionality of the previous system, ensuring uninterrupted ticket management and workflow automation in Freshservice. 

Optimized Middleware – The new middleware setup provided a scalable and efficient way to connect Freshservice and Azure DevOps Cloud, ensuring reliability for future updates and changes. 

Enhanced Collaboration & Code Management – The latest version of the integration code was successfully managed and versioned in GitHub, ensuring future scalability and easy maintenance. 

Robust security: The updated version of the integration code ensured all aspects of data security by employing permission-based access.