Use Case

Learn more about the use case of this integration template.

  • Collect Remedy problems to create Jira tasks.
  • Synchronize all changes to the integrated records with the corresponding system, including comments and attachments.

Requirements

Learn more about the requirements of this integration template.

Integration Requirements


Jira  RequirementsRemedy Requirements
Access Details
  • Instance URL 
  • Instance (AR System) REST URL
Authentication
  • Username & Password (server)
  • Username & Personal Access Token (cloud)
  • Username & Password
Permissions
  • Browse Projects
  • Create Issues
  • Assign Issues
  • Edit Issues
  • Resolve Issues
  • Transition Issues
  • Add Comments
  • Create Attachments

    Advanced
    • Create Jira Issue
      • Browse Projects
      • Create Issues
      • Assign Issues
      • Transition Issues
    • Update Jira Issue
      • Browser Projects
      • Edit Issues
      • Assign Issues
      • Resolve Issues
      • Transition Issues
    • Update Remedy Problem
      • Browse Projects
  • READ access to Remedy form: "AR System Metadata: arschema"
  • Problem Viewer & Problem Master

    • Support Staff = YES (a member of the support group)

    • Access Restriction = Unrestricted Access

      Advanced
      • Create Jira Issue

        • Problem Viewer

      • Update Jira Issue

        • Problem Viewer

      • Update Remedy Problem

        • Problem Master

Environment
  • N/A

Network Requirements


Network Requirements
Communication
  • ZigiOps → Jira (80/443)
  • ZigiOps → Remedy (80/443)

Setup

Learn more about how to set up and enable the integration template.

  1. Select the Integrated Systems and click the Save button to continue.
  2. Enable the integration from the slider button, located in the middle section of the screen.

Action Details

Learn more about the actions, available in this integration template.

Each operation consists of 2 tabs - Source and Field Map. The Source tab contains the trigger, the trigger conditions, and the expressions configuration and the Field Map tab contains the mapping configuration.

Create Jira Issue

This action collects problems from Remedy to create tasks in Jira.

Source

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

Field Map

From this tab you could customize the field, value, and conditional mappings that suit your requirements, or use the defaults.

Update Jira Issue

This action synchronizes the changes from the Remedy problems to the corresponding Jira tasks.

Source

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

Field Map

From this tab you could customize the field, value, and conditional mappings that suit your requirements, or use the defaults.

Update Remedy Problem

This action synchronizes the changes from the Jira tasks to the corresponding Remedy problems.

Source

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

Field Map

From this tab you could customize the field, value, and conditional mappings that suit your requirements, or use the defaults.

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 to further changes to the correlation configuration.

Mapping

The predefined templates comply 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.