# Remedy

### What is BMC Remedy Integration in ZigiOps?

BMC Remedy (also known as BMC Helix ITSM) is an enterprise IT service management platform used for incident, problem, change, and work order management across large and complex IT environments.

ZigiOps enables secure, REST API-based integration between BMC Remedy and ITSM, DevOps, and monitoring platforms. Using ZigiOps, incidents, problems, change requests, and work orders from Remedy can be synchronized with external systems to support automated cross-team workflows and end-to-end ITSM automation.

With ZigiOps, BMC Remedy can:

* Sync incidents and problems with DevOps tools such as Jira and Azure DevOps
* Receive alerts and events from monitoring platforms as Remedy incidents
* Participate in bi-directional workflows between Remedy and other ITSM platforms
* Support change request and work order synchronization across team boundaries

The integration is fully customizable and does not require custom scripts or plugins.

### Which BMC Remedy Versions Are Supported?

Please note that using a supported version is mandatory.

| Product | Supported Deployment Types | Supported Versions |
| ------- | -------------------------- | ------------------ |
| Remedy  | All                        | 9.1.x (or newer)   |

### Are There Any Environmental Prerequisites for BMC Remedy?

There are no environmental prerequisites for this product.

### How Do I Connect BMC Remedy to ZigiOps?

#### BMC Remedy - Connected System Configuration

Follow the steps below to add your BMC Remedy instance as a connected system.

{% stepper %}
{% step %}
Log into your ZigiOps instance.
{% endstep %}

{% step %}
Navigate to: **Connected Systems > Add New System > Remedy**
{% endstep %}

{% step %}
Configure the following parameters:

* **Server URL** - Input the URL of your Remedy instance. For example, `https://remedy.example.com:8443`
* **Username** - Input your Remedy username.
* **Password** - Input the password for the above user.
* **Proxy Settings** - Enables the usage of a proxy server.
  {% endstep %}

{% step %}
Examine the settings and if they are correct, click the **Save** button to store the system.
{% endstep %}
{% endstepper %}

> **Note:** ZigiOps integrates with BMC Remedy using its REST API service.

Once saved, BMC Remedy becomes available for use in ZigiOps integration templates.

### What Are the Most Common BMC Remedy Integration Use Cases?

#### Use Case 1: Bi-Directional Incident Sync Between Remedy and Jira

Remedy incidents can be automatically mirrored as Jira tasks, with status, priority, and comment updates flowing in both directions. Development teams work in Jira while ITSM teams manage the full incident lifecycle in Remedy.

#### Use Case 2: Monitoring Alert Escalation to Remedy

Alerts from monitoring tools such as OBM and AppDynamics can be forwarded to Remedy as incidents, ensuring that infrastructure events are captured in the ITSM system for tracking and SLA management.

#### Use Case 3: Change Request and Work Order Synchronization

Remedy change requests and work orders can be synchronized with external DevOps or project management tools, enabling IT operations and engineering teams to coordinate work without leaving their native platforms.

### What Integration Templates Are Available for BMC Remedy?

ZigiOps provides the following integration templates for BMC Remedy:

* AppDynamics violations to Remedy incidents
* Azure DevOps work items to Remedy incidents
* Jira tasks to Remedy incidents
* Jira tasks to Remedy problems
* OBM events to Remedy incidents
* OBM events to Remedy problems
* Remedy change requests to Jira tasks
* Remedy incidents to Jira tasks
* Remedy problems to Azure DevOps work items
* Remedy problems to Jira tasks
* Remedy work orders to Jira tasks

*See the Integration Catalog for all BMC Remedy templates.*

Templates are documented individually in the Integration Catalog.

### Summary

The BMC Remedy integration in ZigiOps enables:

* Secure, REST API-based connectivity
* Support for Remedy 9.1.x and newer
* Integration with Jira, Azure DevOps, OBM, AppDynamics, and other platforms
* Bi-directional incident, problem, change request, and work order synchronization
* Optional proxy configuration
* Fully customizable synchronization workflows

ZigiOps allows BMC Remedy to participate in enterprise-grade ITSM, DevOps, and automation ecosystems without requiring custom development.


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