Sync BMC Remedy with the rest of your software tools and help your teams work better together.
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BMC Remedy is a popular IT service management (ITSM) solution that many companies use to manage their IT infrastructure and handle service requests. With it, teams deliver better value and improve the overall experience of both customers and employees, by simplifying ITSM processes and automating workflows.
In most instances, BMC Remedy is used together with other enterprise apps, to manage different aspects of the company’s operations. In fact, ITSM, DevOps, ITOM, and APM often coexist in large organizations.
For the success of your business, you need to make sure your teams are well-aligned and in sync. One of the best ways to achieve that is through a no-code integration platform.
How do we solve them?
Help your teams work better together by connecting BMC Remedy with all other software applications your company is using, and solve issues faster than ever by letting your teams communicate easily with each other.
Extract all your incoming queries from BMC Remedy and log them instantly into your other systems, such as Jira, OpsBridge, Cherwell, Dynatrace, Azure DevOps, Salesforce, and more.
Streamline communication between DevOps, ITSM, ITOM, and APM, thanks to ZigiOps’ bi-directional, scalable, fully customizable integrations for BMC Remedy. Help your teams and departments work better together, and do more with less effort.
Popular Use Cases
This integration is useful if your main ITSM system is either BMC Remedy or Cherwell, and you want to synchronize tickets from teams that use the other software tool.
When an Incident/Change is created in Cherwell, the ZigiOps integration will detect it and will create a related Incident/Change in BMC Remedy. There is a high level of control on data filtering to make sure ZigiOps collects only the necessary Incidents/Changes from Cherwell. You also have full control of data field mapping to specify how ZigiOps logs data into BMC Remedy. Regular fields, custom fields, lifecycle fields and comments are part of the integration.
Updates in Cherwell for those Incidents/Changes that were already transferred to BMC Remedy are collected on a scheduled interval (every minute) and synced with the related Incident/Change in BMC Remedy for regular fields, custom fields, lifecycle and comments.
Updates in BMC Remedy for Incidents/Changes that were previously created in Cherwell are also collected on a scheduled interval (again, every minute) and are synced with the related Incident/Change in Cherwell for regular fields, custom fields, lifecycle and comments.
Nagios – BMC Remedy Integration
There is data present in Nagios' database but not in ServiceNow's. Nagios auto-discovery notices that and alerts the tech teams responsible for that.
When deployed, ZigiOps fetches the information and sends it directly to BMC Remedy's systems. This enriches the platform's topology database and can later be used for building vital monitoring dashboards.
Freshservice BMC Remedy integration
An incident is created in Remedy, and it needs to be present in Freshservice for the other team to handle it. ZigiOps detects it and creates a related ticket in Freshservice. When the Remedy incident is updated or if there are any changes, ZigiOps detects that and updates the Freshservice ticket accordingly. When the Freshservice ticket is closed, the incident in BMC Remedy will also be resolved with the corresponding notes, so that the responsible team members know what is happening in real time. ZigiOps also has correlation capabilities that you can set according to your needs - back sync any changes, relate corresponding tickets, etc.
BMC Remedy – Cherwell Integration
If your main ITSM system is BMC Remedy and you want to synchronize tickets from teams that use Cherwell (or the other way around), ZigiOps can do that for you.
When an Incident/Change is created in Cherwell, ZigiOps will detect it based on a scheduled interval (e.g. every minute) and log a related Incident/Change in BMC Remedy. You have a high degree of control on the data filtering settings, to make sure the platform collects only the required Cherwell Incidents/Changes. You also have full control of the data field mapping to define how ZigiOps reports data to BMC Remedy. Regular fields, custom fields, lifecycle fields and comments are all synchronized.
Updates in Cherwell for the Incidents/Changes that were previously transferred to BMC Remedy are collected on a scheduled interval (e.g. by default, every minute) and synced with the related Incidents/Changes in BMC Remedy for regular and custom fields, lifecycle fields and comments.
Updates in BMC Remedy for the Incidents/Changes that were created in Cherwell are collected on a scheduled interval (again, once per minute) and are synchronized with the related Incidents/Changes in Cherwell for all the fields, as well.
BMC Remedy – Azure DevOps Integration
The helpdesk team receives a new incident in their BMC Remedy queue. After checking the issue, they discover the problem results from a software bug, and that they need to get the DevOps team involved to solve it.
With ZigiOps, they can forward it to the DevOps team automatically: they don’t need to open Azure and manually log the issue. ZigiOps creates an incident in Azure DevOps and updates it in real time, whenever any changes take place. This improves the efficiency of your application lifecycle management (ALM) processes and helps your teams work faster and better.
The helpdesk team and the developer working on the issue can communicate easily, thanks to ZigiOps. They don’t need any additional tools to communicate, because everything takes place in the comments. ZigiOps instantly synchronizes log files, traces, and all other attachments. This improves defect tracking and resolution, simplifies change request management, and eliminates bottlenecks and silos.
Jira – BMC Remedy Integration
The helpdesk team receives a new incident in their BMC Remedy queue. After checking it, they notice the problem stems from a software bug, which means the development team needs to fix it.
With ZigiOps, the helpdesk team can forward the incident to Jira and log it as an issue automatically, without even needing to open it. The integration platform updates it in real time, which improves performance and speed, and enhances defect tracking and resolution.
The helpdesk team and the developer who’s working on the issue can communicate easily through ZigiOps. They don’t need any additional tools for that, because the communication takes place in the comments. ZigiOps syncs log files, traces, and all other attachments immediately, which eliminates bottlenecks and data silos.
Once the developer fixes the issue, ZigiOps updates the related incident in BMC Remedy. The end-customer receives a notification that you have resolved their problem.
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