# ServiceNow Remedy Integration

***

### What Can I Integrate Between ServiceNow and Remedy?

ZigiOps can integrate any ServiceNow entity with any Remedy form, enabling custom workflows tailored to your ITSM processes and data models.

Out of the box, ZigiOps provides ready-made integration templates for the most common ServiceNow to Remedy scenarios, including:

* ServiceNow Incidents - Remedy Incidents
* Remedy Incidents - ServiceNow Incidents
* ServiceNow Problems - Remedy Problem Investigations

These templates serve as preconfigured starting points and can be customized or extended to support additional entities, Remedy forms, and business-specific workflows.

| Common ServiceNow entities | Common Remedy entities | Common fields typically synchronized                                                            |
| -------------------------- | ---------------------- | ----------------------------------------------------------------------------------------------- |
| Incident                   | Incident               | Short description/Summary, Description, Priority, Status/State, Assignee, Comments, Attachments |
| Problem                    | Problem Investigation  | Short description, Description, Severity/Priority, Status/State, Assignee, Work notes           |
| **Any ServiceNow table**   | **Any Remedy form**    | **Standard + custom fields, Status/State mappings, Correlation ID (recommended)**               |

{% hint style="info" %}
ZigiOps supports synchronization of all standard and custom fields. The table above lists only the most commonly used fields.
{% endhint %}

***

### How Does the ServiceNow to Remedy Integration Work?

ZigiOps connects ServiceNow and Remedy using their native REST 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

The platform can be deployed on-premises or used as a cloud service, depending on your security and compliance requirements.

{% hint style="info" %}
ZigiOps integrates with BMC Remedy using its REST API service.
{% endhint %}

***

### Prerequisites and Permissions

Before enabling the ServiceNow to Remedy integration, ensure the following prerequisites are met.

| Scenario                                            | ServiceNow Auth     | ServiceNow Permissions                                      | Remedy Auth         | Remedy Permissions                                    | Environment                                              |
| --------------------------------------------------- | ------------------- | ----------------------------------------------------------- | ------------------- | ----------------------------------------------------- | -------------------------------------------------------- |
| ServiceNow Incidents - Remedy Incidents             | Username + Password | x\_ziw\_obm.admin; personalize\_read\_dictionary; itil role | Username + Password | Create/Read/Update on Incident forms; REST API access | ServiceNow: Utah or newer; Remedy: any supported version |
| ServiceNow Problems - Remedy Problem Investigations | Username + Password | x\_ziw\_obm.admin; personalize\_read\_dictionary; itil role | Username + Password | Create/Read/Update on Problem forms; REST API access  | ServiceNow: Utah or newer; Remedy: any supported version |

***

### Setup

Follow the steps below to enable the ServiceNow to Remedy integration using a prebuilt ZigiOps template.

1. Log in to your ZigiOps instance.
2. Navigate to **ZigiOps - Configurator**.
3. Load the desired **ServiceNow to Remedy integration template**.
4. Select the corresponding **Integrated Systems** (ServiceNow and Remedy).
5. Click **Save** to continue.
6. Enable the integration using the **slider button** located in the middle section of the screen.

Once enabled, ZigiOps starts synchronizing data based on the configured mappings and rules.

***

### Mapping Examples

Below are typical field-mapping examples for the ServiceNow Incident to Remedy Incident scenario. Mappings can be customized per use case.

**Example: ServiceNow Incident - Remedy Incident**

| ServiceNow field                 | Remedy field | Advanced Field Mapping Example                                     |
| -------------------------------- | ------------ | ------------------------------------------------------------------ |
| Short description                | Summary      | Direct mapping                                                     |
| Description                      | Notes        | Direct mapping                                                     |
| Priority                         | Priority     | Direct mapping                                                     |
| State                            | Status       | 1 (New) - New; 2 (In Progress) - Assigned; 6 (Resolved) - Resolved |
| Assigned to                      | Assignee     | Direct mapping                                                     |
| Work notes / Additional comments | Work Info    | Direct mapping                                                     |
| Attachments                      | Attachments  | Direct mapping                                                     |

***

### What Data Can Be Synchronized?

ZigiOps supports synchronization of standard and custom fields, status and state transitions, comments, attachments, and user assignments between ServiceNow and Remedy. Each field can be mapped independently per direction.

***

### Frequently Asked Questions (FAQ)

<details>

<summary>Can I use one template for multiple projects or assignment groups?</summary>

Yes. Filters and conditions allow you to scope synchronization by project, assignment group, state, priority, or custom logic.

</details>

<details>

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

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

</details>

<details>

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

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

</details>

<details>

<summary>Do I need to write scripts or use APIs manually?</summary>

No. All configuration is done through the ZigiOps UI.

</details>

<details>

<summary>Can I start with one-way sync and later enable bi-directional sync?</summary>

Yes. Direction can be changed at any time.

</details>

<details>

<summary>Does ZigiOps store my ServiceNow or Remedy data?</summary>

No. ZigiOps does not permanently store transferred business data.

</details>

***

### Related Resources

* [How to connect ServiceNow to ZigiOps ](/available-systems/servicenow.md)
* [How to connect Remedy to ZigiOps](/available-systems/remedy.md)
* [Data mapping fundamentals](/design-and-mappings/data-mapping-fundamentals.md)


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