BMC Remedy - Jira Integration Use Case

Jira
BMC

The helpdesk team receives a new incident in their BMC Remedy queue. After investigating the issue, they find out that the problem results from a software bug, i.e. they need to forward it to the DevOps team.

With ZigiOps, they can do that automatically, without needing to open Jira and manually log the issue. The integration platform creates an issue in Jira and updates it in real-time. This improves the efficiency of the application lifecycle management (ALM).

The helpdesk team and the developer communicate effortlessly, thanks to ZigiOps. The communication doesn’t require any additional tools, because it simply takes place in the comments. ZigiOps synchronizes log files, traces, issue links or other attachments instantly. This improves defect tracking and resolution, simplifies change request management, and eliminates bottlenecks.

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.

Challenges for BMC Remedy and Jira Software users

BMC Remedy is a popular IT service management (ITSM) application that allows you to track events and incidents and forward them to the right teams to handle. This way, they can address issues before they turn into problems. Atlassian Jira is one of the most widely used DevOps solutions for planning ...

BMC Remedy is a popular IT service management (ITSM) application that allows you to track events and incidents and forward them to the right teams to handle. This way, they can address issues before they turn into problems. Atlassian Jira is one of the most widely used DevOps solutions for planning and managing software development projects. At large tech organizations, ITSM and DevOps often coexist and need to function together, which is related to using many different apps. Companies use Jira and Remedy to distribute tasks between teams and departments, manage their resources, and plan work. To do that successfully, they need to keep both systems in sync, by gathering data from each app and forwarding it to the other one in real time. If you’re using the two platforms without an integration to connect them automatically, you might end up creating silos, or duplicated or incomplete records. This can result in the incorrect handling of events, incidents or entire projects, and slow down work.

How do we solve them?

Our integration platform syncs data between Remedy and Jira instantly and helps your teams work better together. With ZigiOps, you can exchange data between applications and solve issues faster than ever. This streamlines incident detection and resolution and helps you serve your customers better. ...

Our integration platform syncs data between Remedy and Jira instantly and helps your teams work better together. With ZigiOps, you can exchange data between applications and solve issues faster than ever. This streamlines incident detection and resolution and helps you serve your customers better. With ZigiOps’ scalable, fully customizable templates, you can connect Jira and Remedy in a few minutes. No coding knowledge is needed. You just use our predefined actions, conditions, and transformations, and deploy your integration immediately. Synchronize your helpdesk and development teams and get rid of bottlenecks and silos. Automate and simplify your workflows and processes, and solve issues faster than ever.

Improved visibility into your end customers’ issues requirements

Seamless communication with the helpdesk team

A better understanding of your customers’ use cases and needs

Integration Benefits

Improved communication with DevOps

No need to open Jira and manually log bugs

Automatic status updates, which make follow-ups easier

Resources

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