ServiceNow Remedy Integration
Integrate ServiceNow and BMC Remedy to synchronize incidents, problems, and change requests across ITSM teams
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.
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)
ZigiOps supports synchronization of all standard and custom fields. The table above lists only the most commonly used fields.
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.
ZigiOps integrates with BMC Remedy using its REST API service.
Prerequisites and Permissions
Before enabling the ServiceNow to Remedy integration, ensure the following prerequisites are met.
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.
Log in to your ZigiOps instance.
Navigate to ZigiOps - Configurator.
Load the desired ServiceNow to Remedy integration template.
Select the corresponding Integrated Systems (ServiceNow and Remedy).
Click Save to continue.
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
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)
Can I use one template for multiple projects or assignment groups?
Yes. Filters and conditions allow you to scope synchronization by project, assignment group, state, priority, or custom logic.
Is the integration bi-directional?
Yes. All scenarios support bi-directional synchronization, configurable per field.
How are update loops prevented?
ZigiOps uses correlation IDs and internal logic to prevent circular updates.
Do I need to write scripts or use APIs manually?
No. All configuration is done through the ZigiOps UI.
Can I start with one-way sync and later enable bi-directional sync?
Yes. Direction can be changed at any time.
Does ZigiOps store my ServiceNow or Remedy data?
No. ZigiOps does not permanently store transferred business data.
Related Resources
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