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Troubleshoot work item integration issues in Application Insights

Work item integration in Application Insights enables you to create and link work items directly from telemetry data. If this feature isn't working as expected, the following guidance helps you to diagnose and resolve common issues.

The "Create work item" option doesn't appear in transaction details

If you don't see the option to create a work item, it's likely that integration wasn't enabled or the resource isn't linked to Azure DevOps or GitHub.

What to do:

  1. In Application Insights, navigate to Work Items, and verify that integration settings are configured.
  2. Start the process from the Create a work item flow, or use a workbook template.

On-premises Azure DevOps URL rejected

This issue occurs if the URL format doesn't meet validation requirements.

What to do:

  • Make sure that the URL uses the HTTPS protocol and matches the validation rule in the workbook parameter.
  • If you're using a self-hosted Azure DevOps instance, make sure that it's accessible from the Azure portal.

Authorization prompt doesn't appear or linking fails

If you don't see the authorization prompt, or if linking fails, the cause might be a pop-up blocker or cached tokens.

What to do:

  • Disable pop-up blockers and allow third-party cookies in your browser.
  • Clear your browser cache, and then try again to link.
  • If you're using OAuth, verify that the required scopes are granted.

Work item creation fails and returns permission errors

Permission errors usually indicate that your account doesn't have sufficient rights in Azure DevOps or GitHub.

What to do:

  • For Azure DevOps, ensure you have Contribute permissions.
  • For GitHub, confirm you have Write access to the repository.
  • If you're using a Personal Access Token (PAT), make sure it includes the Work Items (read/write) scope.

Template doesn't load or save

This issue typically occurs because of region limitations or missing permissions.

What to do:

  • Verify that the region supports the Microsoft.Insights/workbooks resource type.
  • Check that the resource provider is registered in your subscription.
  • Assign the Microsoft.Insights/workbooks/write role, or try saving the template in a supported region.

Contextual data is missing from created work items

If the work item doesn't include expected data, the Kusto Query Language (KQL) query might not return the correct schema.

What to do:

  • Run the query in Logs to verify the output fields.
  • Update the query or bindings to match the expected schema.

Template isn't visible to other users

This issue usually occurs if the template is saved as private, or if role-based access control (RBAC) permissions are insufficient.

What to do:

  • Make sure that the template is stored in a shared resource group and not saved as My Reports.
  • Grant other users at least Reader access to the resource.

Removing a workbook doesn't automatically clear cached configuration.

What to do:

  • Refresh the Work Items pane in Application Insights or clear your browser cache.
  • If links persist, manually unlink them in the resource settings.

GitHub issue or Azure DevOps item opens in the wrong repository or project

This issue occurs if the default repository or organization URL is incorrect or multiple templates override settings.

What to do:

  • Open the workbook, and verify the default repository or organization URL parameter.
  • Remove or update conflicting templates.

Contact us for help

If you have questions, you can ask Azure community support. You can also submit product feedback to Azure feedback community.

Third-party contact disclaimer

Microsoft provides third-party contact information to help you find additional information about this topic. This contact information may change without notice. Microsoft does not guarantee the accuracy of third-party contact information.

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