Integrate Cherwell’s powerful ITSM capabilities into the rest of your software ecosystem, for a seamless connection between ITSM and ITOM, APM, and DevOps. Improve service delivery and optimize your operations in a few steps. With ZigiOps, 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. 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.
Available connectors for 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 communicate quickly and efficiently. With ZigiOps, they don’t need any additional applications: communication takes place in the comments. 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, the platform instantly updates the incident in Cherwell. The end customer gets a notification that you have resolved their problem.
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’ integration can do that for you.
When an Incident/Change is created in Cherwell, ZigiOps will detect it based on a scheduled interval (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 (by default, every minute) and synced with the related Incidents/Changes in BMC Remedy for regular fields, custom fields, lifecycle 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 regular fields, custom fields, lifecycle and comments.
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 (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 (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 (every minute). ZigiOps then syncs them with the related Case in Salesforce for regular fields, custom fields, lifecycle fields and comments.