Jira – BMC Remedy Integration

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Data Types: Incidents / Change Requests / Issues / Custom Records

Jira (Tasks) → Remedy (Incidents)

Jira (Tasks) → Remedy (Problems)

Remedy (Change Requests) → Jira (Tasks)

Remedy (Problems) → Jira (Tasks)

Remedy (Work Orders)→ Jira (Tasks)

BMC Remedy Jira integration use case

Allow DevOps and ITSM teams to collaborate easily and resolve customer issues timely

ZigiOps’ BMC Remedy Jira integration allows IT teams to instantly synchronize log files, traces, issue links, or other attachments. Vital data such as incidents, change requests, issues, or custom records get seamlessly transferred between the connected Remedy –Jira systems.

There are multiple use case scenarios regarding the Jira Remedy integration. In the following lines, we will focus on the most common one – the synchronization of change requests or incidents

Our DevOps and ITSM teams use their systems of choice – Jira and BMC Remedy. Our help desk team receives a notification about a newly created incident in the Remedy queue. Upon investigation, they find that the incident is a result of a software bug. That calls for the help of the DevOps team.  

If our Jira and Remedy systems are not connected, communication between the two teams would be slow and often unproductive. With a BMC Remedy Jira integration in place, the teams will easily communicate their tasks, and issues will instantly be resolved.

Why ZigiOps

ZigiOps’ BMC Remedy Jira integration enables the automation of tasks and operations. That eliminates the need for the ITSM team to manually log the incident (along with its correlated details) into the Jira system. Everything happens instantly and without slowdowns or human-related mistakes. Jira’s DevOps team starts working on the bug immediately.  That leads to a shorter time to resolution. As a result of ZigiOps’ stable and secure bi-directional connection, the two systems are synchronized and kept up to date in real time. Updates on tasks and incidents sync at all times.  

Additionally, the cross-team collaboration between the help desk and DevOps teams and their productivity is maximized. With ZigiOps, there is no need for them to utilize additional applications or add-ons on top of their systems of choice. Issues, events, alerts, CMDBs, change requests, log files, traces, links, and attachments synchronization happen automatically because of the BMC Remedy Jira integration

Bug tracking, its resolution, and change request management happen fast and without delays. Bottlenecks, data silos, or discrepancies are easily eliminated.  

Once our DevOps team resolves the issue, the ZigiOps connector immediately updates the BMC Remedy incident. A notification about that is issued and the end-users know that their problem has been resolved.  

Check out ZigiOps’ BMC Remedy Jira integration documentation for more detailed information. You can find the ZigiOps Remedy Jira integration solution in the Atlassian marketplace.

Why do a BMC Remedy Jira Integration?

The BMC Remedy Jira integrations offer enterprises a variety of advantages that help them improve their overall performance and increase their CSAT. Cross-team communication happens in real time, which results in faster issue remediation.  

Manual work is eliminated – time and valuable resources are saved. The number of human-related errors is also cut down. This is possible via establishing a stable BMC Remedy Jira bi-directional integration.

IT teams on both sides enhance their performance, reach their target goals easily and even manage to surpass them. Even the slightest possibility of data leaks between the help desk and DevOps is eradicated. End-users are also pleased because their issues get resolved immediately.

Challenges for BMC Remedy and Jira users

BMC Remedy (or Helix ITSM) is a popular IT service management (ITSM) application for events tracking and incidents management. Mid- to large enterprises rely on BMC Remedy to receive notifications of customer issues and forward them straight to the team responsible for their resolution. That allows them to address issues before they escalate.

The same is valid for the Jira DevOps team. At some point in time, the developers will be overwhelmed with a multitude of incoming bugs that require their full attention. Their work will slow down. Silos will occur. On top of that, crucial updates on the remediation process may never reach the help desk team which will affect and comprise the relationship with the clients.

Benefits of the solution

Atlassian Jira is one of the most powerful DevOps solutions for planning and managing software development projects. With its wide variety of flexible functionalities, Jira has become a single solution for IT teams that lean on the agile methodology.

The system provides developers with a detailed overview of the entire start-to-end dev toolchain.Enterprises rely on the two systems to properly handle their customer inquiries and resolve them as fast as possible.

This aims to prevent any possible chance of disturbance in the smooth IT operational environment. That’s why a BMC Remedy Jira integration is mandatory, preferably – a bi-directional one.

Without it, the Remedy team will be flooded with issues that need their attention and immediate remediation. They’ll pile up in queues and will inevitably cause chaos and bottlenecks.

How ZigiOps solves them

See how ZigiOps Jira BMC Remedy integration solves them

A flexible no-code solution that can effortlessly establish a BMC Remedy Jira integration allows responsible IT teams to enhance and optimize the entire array of their internal operations. ZigiOps easily eliminates the need for manual work on repetitive tasks and actions, by automating them.  With it, you can solve issues faster and set up a seamless end-to-end data flow.  

Additionally, the BMC Remedy Jira integration significantly enhances and optimizes cross-team collaboration and helps you serve your customers better. ZigiOps allows for the automation of repetitive tasks and minimizes human-related errors resulting from manual work. Incident detection and resolution are streamlined. Issues are resolved immediately, leading to better customer service and client retention.

Both help desk and development teams work in synchronization, without communication obstacles or misinterpretation of critical data. This improves the efficiency of the application lifecycle management (ALM).  

ZigiOps allows its teams to get the best of the integration’s tool predefined actions, conditions, and transformation – ready to be deployed immediately. And there is no need for writing a single line of code.  Also, IT teams get automatic status updates, which make follow-ups easier and improve visibility into end-customers issues requirements.

How Beneficial is the BMC Remedy Jira Integration?

The combination of ITSM and DevOps solutions like BMC Remedy and Jira has a lot of benefits. It brings ITSM and DevOps teams together, eradincating any communication issues. The Remedy Jira integration allows companies to improve the collaboration between the teams using the systems.

Overlapping tasks, as well as misalignment of critical for the business processes, are eliminated. Important chores and operations are automated, again, thanks to the Jira BMC Remedy integration with ZigiOps.

Transparency and automatic status updates allow the help desk and DevOps teams to make faster follow-ups.  

With ZigiOps’ list of pre-defined templates, IT teams do not waste time and resources. They can simply choose any of the ZigiOps already built BMC Remedy Jira integration templates, customize it to fit their use case needs, or even build a template from scratch.

• 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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