Remedy and Helix with Jira Integration

Learn how to configure and manage BMC Remedy and Helix with Jira integrations in ZigiOps, including prerequisites, setup steps and mappings.

Integrate BMC Remedy/Helix and Jira to synchronize incidents, problems, change requests, and tasks across ITSM and DevOps teams using ZigiOps - a secure, no-code integration platform.

This integration enables real-time or scheduled data synchronization, eliminates manual updates, and ensures a single source of truth between Remedy/Helix and Jira.

Integration video

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What can I integrate between Remedy/Helix and Jira?

ZigiOps can integrate any Remedy/Helix entity (Incidents, Problems, Change Requests, Work Orders, etc.) with any Jira issue type (Tasks, Bugs, Issues, etc.), allowing you to build custom workflows tailored to your processes and data models.

Out of the box, ZigiOps provides ready-made integration templates for the most common Remedy/Helix and Jira scenarios, including:

• Remedy Incidents to Jira Tasks

• Jira Tasks to Remedy Incidents

• Remedy Problems to Jira Tasks

• Jira Tasks to Remedy Problems

• Remedy Change Requests to Jira Tasks

• Remedy Work Orders to Jira Tasks

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

Common Remedy/Helix entities	Common Jira issue types	Common fields typically synchronized
Incident	Task / Issue	Summary / Short description, Description, Priority, Status / State, Assignee, Comments, Attachments
Problem	Bug / Issue	Summary / Short description, Description, Severity / Priority, Status / State, Assignee, Comments, Attachments
Change Request	Issue / Task	Summary, Description, Priority, Status / State, Owner / Assignee, Comments, Attachments
Work Order	Task	Summary, Description, Priority, Status / State, Assignee, Comments, Attachments
Any Remedy entity	Any Jira issue type	Standard + custom fields, Comments, Attachments, Status/State mappings, Correlation ID (recommended)

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How does the Remedy/Helix and Jira integration work?

ZigiOps connects Remedy/Helix and Jira using their native APIs and acts as a secure integration layer between the two systems.

• No scripting or custom development required

• Configured entirely through the ZigiOps UI

• Supports polling- and event-based synchronization

• Does not permanently store transferred business data

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Prerequisites and permissions

Before enabling the Remedy/Helix and Jira integration, ensure the following prerequisites are met.

Integration Scenario	Remedy/Helix - Authentication	Remedy/Helix - Permissions	Remedy/Helix - Environment	Jira - Authentication	Jira - Permissions	Jira - Environment
Remedy Incidents to Jira Tasks	Username + Password	Read / Write access to Incidents and target forms	BMC Remedy (any supported version); REST API service enabled	Username + API Token	Create / Read / Update issues; Access to target projects	Jira Software or Jira Service Management, Version 7.x or newer
Jira Tasks to Remedy Incidents	Username + Password	Read / Write access to Incidents and target forms	BMC Remedy (any supported version); REST API service enabled	Username + API Token	Create / Read / Update issues; Access to target projects	Jira Software or Jira Service Management, Version 7.x or newer
Remedy Problems to Jira Tasks	Username + Password	Read / Write access to Problems	BMC Remedy (any supported version); REST API service enabled	Username + API Token	Create / Read / Update issues; Access to target projects	Jira Software, Version 7.x or newer
Remedy Change Requests to Jira Tasks	Username + Password	Read / Write access to Change Requests	BMC Remedy (any supported version); REST API service enabled	Username + API Token	Create / Read / Update issues; Access to target projects	Jira Software or Jira Service Management, Version 7.x or newer

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Setup

1. Log in to your ZigiOps instance.

2. Navigate to ZigiOps - Configurator.

3. Load the desired Remedy/Helix and Jira integration template.

4. Select the corresponding Integrated Systems (Remedy/Helix and Jira).

5. Click Save to continue.

6. Enable the integration using the slider button located in the middle section of the screen.

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Mapping examples

Below are typical field-mapping examples used across the Remedy/Helix and Jira integration scenarios. Mappings can be customized per use case.

Example: Remedy Incident to Jira Task

Remedy/Helix field	Jira field	Advanced Field Mapping Example
Short description	Summary	-
Description	Description	-
Priority	Priority	-
Status	Status	New - To Do, In Progress - In Progress, Resolved - Done
Assignee	Assignee	-
Work notes	Comments	-
Attachments	Attachments	-

Example: Jira Task to Remedy Incident

Jira field	Remedy/Helix field	Advanced Field Mapping Example
Summary	Short description	-
Description	Description	-
Priority	Priority	-
Status	Status	To Do - New, In Progress - In Progress, Done - Resolved
Assignee	Assignee	-
Comments	Work notes	-
Attachments	Attachments	-

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What data can be synchronized?

• Standard fields

• Custom fields

• Status / state transitions

• Comments

• Attachments

• Users and assignments (configurable)

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Frequently asked questions (FAQ)

Is the integration bi-directional?

Yes. All scenarios support bi-directional synchronization, configurable per field.

Does ZigiOps require the Remedy REST API?

Yes. ZigiOps integrates with BMC Remedy using its REST API service, which must be enabled on your Remedy/Helix instance.

How are update loops prevented?

ZigiOps uses correlation IDs and internal logic to prevent circular updates.

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Related resources

• How to connect Remedy/Helix to ZigiOps

• How to connect Jira to ZigiOps

• Data mapping fundamentals

• Remedy and Jira integration troubleshooting