Integrate Cherwell with the rest of your software tools for flawless cross-team communication and rapid task and workflow automation.
Challenges for Cherwell users
Cherwell Service Management is a powerful and flexible IT Service Management (ITSM) platform that offers the tools to adapt quickly and cost-effectively to new IT and business needs. It allows quick and easy no-code creation and configuration of automations to common tasks or complex workflows.
However, organizations often use more than one tool in different teams and departments. Your other teams might be using DevOps tools like Jira or service management tools, like BMC Remedy and Salesforce. When information, like critical issues and incidents, is transferred manually between these systems, there is a huge chance for errors and delays. If you can connect these tools and get them to work together with Cherwell, you can empower your IT team to become an engine for business growth and innovation.
You can use an integration platform to unite Cherwell Service Management with your other tools and be able to instantly spread critical information across teams and stake holders in your organizations. This way you minimize errors and delays, coming from manual transfer of information, while enabling fast action-taking for critical tasks.
With ZigiOps you can set up bi-directional integrations between Cherwell and some of the most popular enterprise software tools, such as Jira, BMC Remedy, Micro Focus Ops Bridge, Azure DevOps, Dynatrace, SalesForce—and more.
With the powerful no-code integration platform you can automatically log tickets, incidents, and events from Cherwell to your other tools and vice versa for a seamless connection between ITSM and ITOM, APM, and DevOps. This way you can improve service delivery and optimize your operations in a few simple steps.
Tap into a huge pool of functionalities with no extra effort, boost the efficiency of your IT infrastructure, and simplify your workflows and procedures—starting today.
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Jira Software – Cherwell Integration
A very popular scenario is when an organization needs to sync ITSM operations with DevOps. Jira is the most popular DevOps system nowadays, and here is an example of how ZigiOps can help you automate information flow between Jira and Cherwell.
The service desk team receives a new ticket in their Cherwell queue. They check the issue and discover that the problem results from a software bug. This means they need to forward it to the development team, i.e. log it into Jira.
With ZigiOps, the entire process is automated: the service desk team doesn’t need to open Jira and log the issue themselves, the integration platform takes care of that. ZigiOps logs a new issue in Jira and synchronizes the two in real time.
The service desk and the developer teams communicate quickly and efficiently. With ZigiOps, they don’t need any additional applications. ZigiOps synchronizes all log files, comments, traces, or other attachments. This way, you can streamline both root cause analysis and change request management, and easily eliminate communication bottlenecks and silos.
Once the developer fixes the issue, ZigiOps instantly updates the incident in Cherwell. The end customer automatically gets a notification that you have resolved their problem.
Cherwell – BMC Remedy 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.
Cherwell – Salesforce Integration
If your main CRM/ITSM system is Salesforce and you want to synchronize Salesforce Cases with your teams who use Cherwell, you can use ZigiOps’ integration between the two software tools. The integration is bi-directional, so you can also use it in the other sense.
When a Case gets created in Salesforce, the integration will capture it based on a scheduled interval (e.g. every minute) and it will create a related Incident/Change in Cherwell. You’re in control of the data filtering settings, to define which Salesforce Cases to collect. You also have full control over the data field mapping settings to determine how ZigiOps sends data to Cherwell. Regular fields, custom fields, lifecycle fields and comments are part of the synchronization.
ZigiOps collects updates in Salesforce for Cases already transferred to Cherwell on a scheduled interval (e.g. every minute) and syncs them with the related Incident/Change in Cherwell for regular fields, custom fields, lifecycle fields and comments.
Updates in Cherwell for Incidents/Changes that were created in Salesforce are gathered on a predefined interval (e.g. every minute). ZigiOps then syncs them with the related Case in Salesforce for regular fields, custom fields, lifecycle fields and comments.
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