BMC Remedy – Azure DevOps Integration

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

Azure DevOps (Work Items) → BMC Remedy (Incidents)

Azure DevOps (Pipelines) → BMC Remedy (Incidents)

BMC Remedy Incidents – Azure DevOps Work Items

The helpdesk team receives a new incident in their BMC Remedy queue. After checking the issue, they discover that the problem is the result of a software bug, i.e. that they need to get the DevOps team involved to solve it.

With ZigiOps’ Remedy Azure DevOps integration, they can forward it to the DevOps team automatically: they don’t need to open Azure and manually log the issue. ZigiOps creates an incident in Azure DevOps and updates it in real-time, whenever any changes take place. This, in turn, improves the efficiency of your application lifecycle management (ALM) processes and helps your teams work faster and better.

The helpdesk team and the developer working on the issue can communicate easily, thanks to ZigiOps. They don’t need any additional tools to communicate, because everything takes place in the comments. ZigiOps instantly synchronizes log files, traces, and all other attachments. This improves defect tracking and resolution, simplifies change request management, and eliminates bottlenecks and silos.

Once the developer fixes the issue, ZigiOps automatically updates the incident in Remedy. The customer then receives a notification that the issue has been fixed.

Azure DevOps Build Pipelines – BMC Remedy incidents Use Case

If your organization is using BMC Remedy to manage customer requests and development tasks, and on the other hand Azure DevOps to track and test code, you can greatly benefit from an integration between the two. A Remedy Azure integration will help enhance DevOps processes and improve the quality of your software.

Here is one of the popular use cases where a BMC Remedy Azure Pipelines integration is quite useful.

There are failed builds in Azure Pipelines and they need to be entered in Remedy as incidents. If there is no integration between Remedy and Azure, a team member needs to manually enter all the details in Remedy. When there is an integration, ZigiOps automatically extracts Azure DevOps builds (from build pipelines) and creates corresponding incidents in BMC Remedy.

The integration platform allows you to filter specifically which pipelines you want to be transferred, thanks to its advanced filtering options. For example, you can transfer only the failed pipelines, or the latest ones.

You can adjust and combine different variations, based on the builds’ status, result or timing. This way you can precisely set which pipelines you need to get logged into BMC Remedy as incidents.  

All elements of the pipelines can be transferred, making even the most complex integration scenario easily achievable. You can extract and log all fields, like name, type, description, default value, etc.

With ZigiOps, all the needed details are present in BMC Remedy in real time and the responsible team members have the details in front of them immediately.

This way they can fix bugs and issues fast and focus on the important details. The deployments become faster, and the quality of the code improves. Team members communicate details effortlessly and their productivity skyrockets.

Azure DevOps Release Pipelines – BMC Remedy incidents Use Case

If your helpdesk team is using BMC Remedy to manage tickets and IT requests, and your DevOps team is using Azure Pipelines to build and test code projects, you can greatly improve the teamwork and productivity of the two teams with a Remedy Azure DevOps integration.  

For example, one of the most common scenarios where an integration helps a lot is if there are failed pipelines in Azure DevOps, that need to be entered into BMC Remedy as incidents. With a Remedy Azure integration, the DevOps team will not need to transfer all the details manually (and not to mention this process is prone to errors and delays).  

ZigiOps will automatically extract Azure DevOps releases (from release pipelines) and report them to Remedy. You can set exact filters to define which pipelines you want to be transferred. For example, ZigiOps can create a corresponding incident in BMC Remedy only if the release pipeline is deployed, or if it has a specific status.

The integration platform offers advanced filtering capabilities, so you can filter by time, state, etc. In addition, the data transferred in the Remedy incident will include which job/task has failed and on which stage.

Depending on your specific use case, you can choose which fields to transfer and how to map them. ZigiOps provides advanced mapping and conditions that you can set in a few clicks. All components of the pipelines can be transferred – name, type, description, default value, etc.

Why do a BMC Remedy Azure DevOps integration?

An integration between BMC Remedy and Azure DevOps would provide you with better coordination between ITSM and DevOps and leads to better efficiency and improved workflows between the two departments.  

Removing manual transfer of data, especially when there is a large volume of tickets and requests, helps a lot in avoiding errors and delays, as well as eliminating silos and bottlenecks.  

When the IT service management gets requests related to software development, bugs, new features, and features in the process of development and testing, the DevOps team needs the details for these requests

Also, all the details should be organized and synced in reports, so that the teams can have a clear picture of the situation and be able to prioritize precisely.

All this can be easily achieved by an Azure DevOps BMC Remedy integration. Synchronizing your teams and the systems they work with is crucial for getting a competitive edge.

Challenges

BMC Remedy is a leading IT service management (ITSM) solution that helps service desk teams quickly sort and handle queries and incidents. With it, you can get instant visibility into recurring issues your customers and employees face, and work on eliminating them before they turn into problems. Azure DevOps is a powerful project management solution for Development teams, used to plan and schedule software releases, fix bugs, and address vulnerabilities.

The service desk and the development teams often need to work in sync to solve common problems. Communication between them needs to be quick and effortless.

A seamless end-to-end data integration between Remedy and Azure can help you with all this. To achieve and maintain efficient cross-team collaboration, you need to make sure the different software tools and systems you’re using are synchronized in real-time. Keeping your teams aligned is key for the success of your business.

How do we solve them?

With ZigiOps, you can set up a Remedy Azure DevOps integration in a few clicks. Thanks to our fully customizable data integration templates, which come with a wide set of actions, conditions, and transformations, you can set up and deploy your integration immediately.

Configure it to match your exact use case scenario, regardless of its complexity level, and scale it up or down as needed.

ZigiOps’ Remedy Azure DevOps integration optimizes the entire data exchange process between the two apps and syncs records in real-time. This way, you eliminate the risk of errors or duplicated tasks, and greatly reduce manual work.

With a Remedy Azure DevOps Integration, you can:

1. Eliminate manual work and seamlessly transfer data bi-directionally between Azure DevOps and BMC Remedy in real time.
2. Speed up the resolution of customer requests, and boost end-user satisfaction.
3. Control what data to be transferred and how from Azure DevOps to BMC Remedy and vice versa.
4. Bring the risk of errors, faulty data, delays, and silos to a minimum. 
5. Improve collaboration and communication between different teams.
6. Improve operational efficiency and productivity.  

Using ZigiOps’ powerful no-code integration, you can quickly improve cross-team collaboration, as well as end-user satisfaction.

By applying smart automation, your organization can continuously improve products and services, while at the same time keep employees satisfaction high.

Concluding thoughts

BMC Remedy and Azure DevOps are often both present in the tech stack of companies. To get a competitive advantage and scale productivity organizations need to make an Azure Remedy integration. This way teams collaborate seamlessly, issues are resolved much faster, DevOps is enhanced, and prioritization is precise. ZigiOps provides a quick, secure, and stable way to integrate your Remedy and Azure systems.