BMC Remedy – Dynatrace Integration

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Data Types: Incidents / Problems

Dynatrace (Problem) Remedy (Incident)

Dynatrace (Problem) Remedy (Problem)

Remedy – Dynatrace Integration Use Case

With ZigiOps, you can sync monitoring and IT service management (ITSM) in minutes.

In this specific use case, Dynatrace monitors an environment and detects problems, which the integration platform then redirects automatically, based on specific conditions.

For example, Dynatrace detects a new problem, which ZigiOps then picks up. The platform creates a new incident/problem in BMC Remedy, containing the Dynatrace problem details. It also sends the Dynatrace problem number to Remedy as an external ID.

Once there’s an update to the Dynatrace problem, ZigiOps reports it to the related Incident/Problem in Remedy. Updates include lifecycle synchronization, regular fields, custom attributes, and annotations.

Challenges for BMC Remedy and Dynatrace

BMC Remedy is a widely used, user-friendly helpdesk solution. Dynatrace is one of the most popular APM solutions out there. It has advanced capabilities to deliver full-scale monitoring over crucial aspects of the organization’s infrastructure.

IT service management (ITSM) and application performance monitoring (APM) often coexist, especially in large tech companies. Nevertheless, they’re not always connected.

If your company is using BMC Remedy and Dynatrace, integrating them will allow you to streamline ticket handling and provide super-fast issue resolution.

How do we solve them?

ZigiOps’ Dynatrace BMC Remedy integration extends the functionalities of both tools and helps you connect and align ITSM and APM. This way, each team can continue using the applications they prefer and still benefit from the functionalities of both.

Our no-code integration allows for a seamless end-to-end data flow between Dynatrace and BMC Remedy. Sync problems and incidents and customize any element of integration in a few clicks. Set up and deploy your integration and start using it in minutes.

• Poll Azure for new tasks every for 60 seconds
• Transform Azure tasks to Jira tasks based on the mapping
• Create new Jira task in ZigiOps

• Poll Jira tasks every 60 seconds
• Transform Jira task updates to the Azure task based on the mapping
• Update the corresponding Azure task based on the mapping
• Add comment to the Azure task for the new comment of the Jira task if any

• Poll Azure for changes on task item every 60 seconds
• Transform Azure task updates to the Jira task based on the mapping
• Update the corresponding Jira task based on the mapping
• Add Comment to the Jira task for the new comment of the Azure task if any

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