BMC Remedy Integrations

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.

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.

The helpdesk team gets a new incident in BMC Remedy, which they find out results from a software bug. This means that they need to forward it to the DevOps team to solve it.

With ZigiOps, they can do that automatically: they don’t need to open Azure DevOps and log the issue. Instead, the integration platform creates an incident in Azure DevOps and updates it in real time, whenever there are any changes. This helps your teams work faster and better together.

The helpdesk team and the developer working on the issue can communicate easily. They don’t need any additional tools for that, because everything takes place in the comments. ZigiOps instantly synchronizes all log files, traces, and all other attachments. This improves defect tracking and resolution, streamlines change request management, and helps you get rid of bottlenecks and data silos.

Once the developer fixes the issue, ZigiOps automatically updates the incident in BMC Remedy. The end customer receives a notification that you have fixed their issue.