BMC Remedy – Cherwell Integration

Data Types: Incidents / Change requests / Custom records

Cherwell (Incident) → Remedy (Incident)

Cherwell (Change) → Remedy (Change)

BMC Remedy - Cherwell Integration Use Case

You can use this integration if your main ITSM system is BMC Remedy and you want to synchronize tickets from teams that use Cherwell. The opposite is also possible.

When an Incident/Change is created in Cherwell, the ZigiOps integration will pick it up automatically and it will create a related Incident/Change in BMC Remedy. There is a high degree of control on data filtering to make sure the platform collects only the required Cherwell Incidents/Changes, and there’s also a full control of data field mapping to define how ZigiOps reports data to BMC Remedy. Regular fields, custom fields, lifecycle fields and comments are part of the synchronization.

Updates in Cherwell for Incidents/Changes already transferred to BMC Remedy are collected in real-time and synchronized 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 created in Cherwell are collected automatically and are synchronized with the related Incident/Change in Cherwell for regular fields, custom fields, lifecycles and comments.

Challenges for Remedy and Cherwell users

BMC Remedy is a popular IT service management tool that many organizations use to manage their IT infrastructure and handle service requests. Cherwell is a another flexible ITSM platform that allows quick and easy no-code creation and configuration of automations to common tasks or complex workflows.

Synchronizing two ITSM tools might be needed when two companies merge or when different teams in the same organization use different ITSM platforms for their purposes. If your company is using the two applications without an integration between them, cross-team collaboration can suffer.

If you integrate BMC Remedy and Cherwell, you can avoid delays and errors due to manual transfer of information, eliminate silos and improve efficiency.

How do we solve them?

If you need to connect Cherwell and BMC Remedy, it is highly beneficial to have a simple solution to integrate them and transfer and update data in both directions. ZigiOps helps you do just that: align both tools and benefit from a seamless end-to-end dataflow.

ZigiOps’ integration between Remedy and Cherwell is bi-directional and offers a high level of control on data transfer. There’s also an extended data field mapping to define how ZigiOps reports data to BMC Remedy. Regular fields, custom fields, lifecycle fields and comments are all part of the synchronization.

With ZigiOps, you can automate and speed up the whole process of incidents and requests handling and optimize the work of your teams.