Client Overview

One of ZigiOps’ clients is a leading utility company providing essential water and wastewater services to millions of people across the United States. Given their massive scope and the critical nature of their services, the company relies heavily on efficient IT systems to manage internal processes, customer issues, and service management.

To ensure smooth operations, it uses BMC Remedy for handling incidents and work orders and Jira for project management and development tasks. However, the disconnect between these two systems posed operational challenges, leading to inefficiencies and delays in communication. This prompted the utility enterprise to seek a seamless integration solution to address these issues.

The Integration Challenge

The client’s service management teams use BMC Remedy for handling incidents and work orders, while their development teams manage tasks and projects in Jira. Without integration between these platforms, teams faced multiple inefficiencies. Whenever a new incident or work order was created in Remedy, it had to be manually transferred to Jira for developers to take action, resulting in delays, errors, and a lack of visibility across teams.

The challenge was to enable the automatic creation of corresponding Jira tickets for any incident or work order created in BMC Remedy and ensure a two-way sync for comments, status updates, and ticket information. ZigiOps’ customer needed an integration solution that could effectively bridge these two platforms without adding complexity to their workflows.

The Solution: Why ZigiOps?

ZigiOps was selected as primary integration platform due to its ability to easily connect Jira and BMC Remedy without requiring complex custom coding. ZigiOps offers both one-way and bi-directional integrations, which was critical for syncing updates between their service management and development platforms.

ZigiOps allowed them to automate their workflows, ensuring that when tickets were created in BMC Remedy, corresponding tickets were automatically created in Jira, with real-time synchronization of comments, status changes, and field data between both systems. The solution’s flexibility and no-code integration setup allowed for quick configuration, reducing the need for custom development and making it easier for teams to adopt.

The Integration Case: Remedy to Jira with ZigiOps

With ZigiOps, the client implemented the following integration between their BMC Remedy and Jira systems:

1. Automatic Ticket Creation

• When a Work Order is created in BMC Remedy, a corresponding Story is automatically created in Jira.

• When an Incident is created in BMC Remedy, a corresponding Bug is automatically generated in Jira.

• The Jira tickets are placed within the appropriate project board based on the support group in BMC Remedy, ensuring the right teams receive the tickets.

2. Real-Time Comment Synchronization

• When a new comment is added to the Jira ticket, it is automatically synced back to BMC Remedy as a note or comment on the corresponding Work Order or Incident ticket.

• Likewise, when a comment or note is added to the ticket in BMC Remedy, it is instantly reflected in Jira, ensuring both teams are always on the same page.

3. Status Syncing for Accurate Tracking

• Changes in ticket status in Jira are automatically updated in BMC Remedy. For example, when the status changes from “To Do” to “In Progress” in Jira, BMC Remedy reflects the same update.

• Similarly, when a ticket is closed in either Jira or BMC Remedy, the status is updated in both systems, ensuring all stakeholders are notified.

4. Field Mapping and Data Transfer

• ZigiOps mapped key fields from BMC Remedy, such as Customer Name, Incident Ticket Number, Priority, Impacted Service, and attachments, into Jira, giving development teams full context on the issue without needing to go back to Remedy.

This integration ensured that AM Water's service management and development teams could work seamlessly without duplicating effort or worrying about missing critical updates.

Benefits of Using ZigiOps

The result of the implementation of ZigiOps for the Jira and BMC Remedy integration brought several immediate advantages:

5. Enhanced Efficiency: By automating ticket creation and syncing between BMC Remedy and Jira, AM Water reduced manual data entry and ensured faster ticket resolution.

6. Improved Collaboration: The integration provided both service and development teams with real-time visibility into ticket status, updates, and relevant information, fostering better collaboration across departments.

7. Real-Time Updates: ZigiOps ensured that any status changes, comments, or updates in either system were reflected in real-time, allowing for faster decision-making and reducing the risk of miscommunication.

8. Reduced Manual Effort: The automation of data transfer between the two platforms eliminated the need for manual interventions, freeing up AM Water’s teams to focus on higher-priority tasks.

9. Tailored Integration: ZigiOps’ flexible configuration allowed AM Water to tailor the integration according to their specific requirements, mapping critical fields and ensuring a smooth workflow.

10. Transparency and Tracking: The automated syncing of status changes and comments across both platforms provided complete transparency, enabling all stakeholders to track progress and receive updates without the need to manually check both systems.

Conclusion

By integrating BMC Remedy and Jira using ZigiOps, the utility company streamlined their ticket management process, reduced manual errors, and improved collaboration between their service management and development teams. ZigiOps’ seamless integration allowed them, to also to automate ticket creation, status updates, and comment synchronization in real-time, transforming their workflow and ensuring both teams had access to up-to-date information at all times.