# Remedy and Helix with Jira Integration

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.

<div><figure><img src="/files/mrWtS5lQKOlDserEIkGu" alt=""><figcaption></figcaption></figure> <figure><img src="/files/WgpOWR5jHtK0WJ3RG5MO" alt=""><figcaption></figcaption></figure> <figure><img src="/files/TUAAZaM2jNwqgTJUVe12" alt=""><figcaption></figcaption></figure> <figure><img src="/files/t2inTF1KFCE7SbNnHFbe" alt=""><figcaption></figcaption></figure></div>

### **Integration video**

{% embed url="<https://youtu.be/_MXLw7uG25I?si=XKK0tO1DxRpQYxrs>" %}

***

### 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)

<details>

<summary>Is the integration bi-directional?</summary>

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

</details>

<details>

<summary>Does ZigiOps require the Remedy REST API?</summary>

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

</details>

<details>

<summary>How are update loops prevented?</summary>

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

</details>

***

### Related resources

* [How to connect Remedy/Helix to ZigiOps](#)
* [How to connect Jira to ZigiOps](#)
* [Data mapping fundamentals](#)
* [Remedy and Jira integration troubleshooting](#)


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