Check out the latest on ZigiOps in our Blog!
Ctrlk
Book DemoStart TrialOpen a Ticket

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

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)

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

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

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.

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

-

What data can be synchronized?

  • Standard fields

  • Custom fields

  • Status / state transitions

  • Comments

  • Attachments

  • Users and assignments (configurable)

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.

Related resources

PreviousTOPdesk Jira IntegrationNextServiceNow Azure DevOps Integration

Last updated

Was this helpful?