Remedy
Connect BMC Remedy to ZigiOps. Supported from version 9.1.x, REST API-based setup, connected system configuration, and templates for ITSM and DevOps integrations.
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.
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.
Log into your ZigiOps instance.
Navigate to: Connected Systems > Add New System > Remedy
Configure the following parameters:
Server URL - Input the URL of your Remedy instance. For example,
https://remedy.example.com:8443Username - Input your Remedy username.
Password - Input the password for the above user.
Proxy Settings - Enables the usage of a proxy server.
Examine the settings and if they are correct, click the Save button to store the system.
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
Each template includes:
Predefined entity mappings
Direction of synchronization
Entity-specific logic and filtering rules
Contact support@zigiwave.com for detailed template availability.
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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