Hi Peter, I have a customer interested in this, so have a few questions if I may:
- Can you let us know how this is licensed i.e. do you pay for the Helix application as a separate application? - Does it work with on premise ITSM installs to cloud, cloud only, or can you mix and match i.e. on premise ITSM > Integration Management (Helix) > on premise Jira? - Are there transaction based limits i.e. X amount of transactions per month for a set fee, then Y amount above this limit? - Does this use a "polling" system to pick up transactions, or is it real time transaction processing? Cheers, Carl On Wed, 30 Jan 2019, 23:33 Adams, Peter, <[email protected]> wrote: > Before you embark building this, using the rich set of integration options > available with Remedy, I suggest that you check out the new out-of-the-box > solution available for Remedy ITSM – Jira integrations: > > BMC Helix Multi-Cloud Service Management > https://www.bmc.com/it-solutions/multi-cloud-service-management.html > > - Covers incidents, changes, problems and in upcoming release also > workorder > - Bi-directional integration, i.e. integration can be triggered on > either side > - Data driven trigger, i.e. you define the conditions which trigger > the integration flow > - Automated sync of status, comments, attachments > - Mapping of multiple Jira user stories into one change request > possible > - Has full UI integration with Smart IT, not just data exchange > - Very easily configurable (flow, field mappings, …) with no-code > approach > - Can support multiple Jira instances > - Reporting option available > > Plus, you can use the same solution also for many other integration use > cases (ticket brokering, ticket consolidation) > > > > Note: for BMC Digital Workplace Advanced, there is also an option to > directly integrate with Jira from the request fulfillment process. > > You can use this to create a Jira issue automatically as a result of a > service request submittal. > > > > Hope that helps, > > > > Peter > > > > > > *From: *ARSList <[email protected]> on behalf of BradRemedy < > [email protected]> > *Reply-To: *ARSList <[email protected]> > *Date: *Wednesday, January 30, 2019 at 2:44 PM > *To: *ARSList <[email protected]> > *Subject: *Remedy <-> Jira > > > > Hello everyone > > > > How are things going ? 2019 off to a good start ? > > > > I have been tasked with establishing a full integration between JIRA and > Remedy (MYIT / ITSM). We are currently running Remedy 9.1 , ITSM 8.1 and > MYIT 3.4 and while we do have plans this year to upgrade all our modules to > the latest remedy versions, I need to determine how much work / effort is > involved in getting a complete integration between these 2 keys systems > with the current versions that we have. We understand that we might need to > re-work some of the integrations as we upgrade - however as long as we have > a starting point then we are good. > > > > So my initial thought it so have the following integration and it is a bit > high level however it is a starting point: > > > > 1. Requester logs into MYIT and logs a request for a issue that they are > experiencing. This in turn logs a Incident which is assigned to a support > group; > > > > 2. The support group determines that this is a BUG and can either assign a > incident to a development team or they can create a task in the Incident > and assign it to the development team; > > (If so required, we could also get the MYIT Request to push directly to > JIRA if no Incident is needed) > > > > 3. Remedy has workflow that is setup to push any tickets assigned to that > development team to a JIRA storyboard; > > > > 4. When successfully created, a JIRA reference number is pushed back to > Remedy and updated on the ticket thus a relationship between the 2 systems; > > > > 5. As the JIRA moves through the different life-cycles, the ticket status > in Remedy is updated; > > > > 6. Any Information or notes added in JIRA are also pushed back to the > Remedy ticket which in turn are pushed to MYIT (If Public Work info's) so > the requester is kept updated; > > > > 7. Likewise, any work info's added in Remedy need to be pushed back to > JIRA to keep the developer updated; > > > > 8. When the JIRA ticket is completed, we can then automatically log a > change request in Remedy, associated it to the JIRA ticket and also > associated the change request to the logged Incident. This will let the > Requester know that there is a scheduled release date etc; > > > > 9. Once the bug fix code is deployed, the JIRA task is closed (Completed), > which in turn completes all associated Remedy tickets (Incident, Tasks, > Change Requests) with a final work info update to MYIT for the requester to > see. > > > > How does the above sound ? Have I missed anything ? > > The key for us is that the 2 systems need to be very interactive with each > other as we don't want the development team having to use 2 different > systems to do their work. Likewise, we don't want our end users having to > log requests in 2 different systems. > > > > The key thing is automation and ease of use. > > > Has anyone done anything similar in their company? If so, please can you > share how you did it, what challengers you faced or if there are any > articles / whitepapers you recommend I read so that we can get this > requirement out as efficiently as possible. > > > > Any assistance or advice would be greatly appreciated. > > > > Regards > > Brad > -- > ARSList mailing list > [email protected] > https://mailman.rrr.se/cgi/listinfo/arslist >
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