Use Case

  • Collect new Azure DevOps Work Items to create new Remedy Incidents
  • Synchronize any updates to either Azure DevOps Work Items or Remedy Incidents, like title, description, urgency, comments, etc. to the other system

Requirements

This section provides information about the integration and network requirements.

Integration Requirements


Azure DevOps RequirementsRemedy Requirements
Access Details
  • Server URL 
  • Personal Access Token
  • Instance (AR System) REST URL
  • Integration User
Permissions
  • Work Items (READ, WRITE)

    Advanced
    • Create Incident
      • Work Items (READ)
    • Update Incident
      • Work Items (READ)
    • Update Work Item
      • Work Items (WRITE)
  • READ access to Remedy form: "AR System Metadata: arschema"
  • Incident Master and Incident Viewer
    • Support Staff = YES (member of support group)
    • Access Restriction = Unrestricted Access

      Advanced
      • Create Incident
        • Incident Master
      • Update Incident
        • Incident Master
      • Update Work Item
        • Incident Viewer

Network Requirements


Network Requirements

Communication

  • ZigiOps → Azure DevOps (80/443)

  • ZigiOps → BMC Remedy (80/443)

Setup

To enable the integration, you should follow the steps below.

  1. You should start with the selection of the integrated systems and the integrated entities. The integrated entities should be pre-selected if there are no issues with the credentials/permissions, used in the connected systems configuration.

    Example
  2. Press the Save button to save the changes.

    Example
  3. You should enable the operations to start the integration.

    Example

Operations Explanation

This section provides information about the predefined operations of this integration template, including the default field mapping configuration. Each operation consists of two tabs - Source, Field Map . The Source tab contains the trigger, trigger conditions and expressions configuration. The Field Map tab contains the mapping configuration. 

Transfer Work Item to Incident

This operation polls the data from Azure. It is designed to collect Work Items from Azure and create incidents in BMC Remedy. The Work Item is collected from the Azure instance, then it is internally processed through the field mapping configuration, and finally, a request is sent to BMC Remedy to create a new incident.

Source

From the this tab you could customize the listener protocol, port, path, and expressions or use the defaults.

Example

Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

Example

Update Incident

This operation polls the data from the Azure system. It is designed to detect any changes to the work item and synchronize them with the corresponding Remedy incident, as per the mapping, configured on ZigiOps side.

Source

From this tab you could customize the listener protocol, port, path, and expressions or use the defaults.

Example

Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

Example


Update Work Item

This operation polls the data via the Remedy AR System REST. It is designed to detect any changes to the incident, created by the integration and synchronize them with the corresponding Azure Work item, as per the mapping, configured on ZigiOps side.

Source

From this tab you could customize the polling interval, trigger conditions and expressions or use the defaults.

Example

Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

Example

Recommendations

This section provides information about the recommended considerations, which should be taken into account, before starting the integration.

Correlation

It is recommended to keep the default correlation configuration, unless you're familiar with the integration and the specifics of the integrated systems. You could contact our support team for assistance, prior further changes to the correlation configuration.

Mapping

The predefined templates are complied with the specifics of the integrated systems. It is recommended to confirm if your integrated systems have any required fields, which must be reported, so you could map them accordingly. Please note that if a required field is not mapped, the operation might fail. In this case, you could review the troubleshooting page for more information about the operation's execution history.