BMC Remedy + Jira
Connect BMC Remedy and Jira to Unify IT Service Management and Development Workflows
Stop manually handing off work between your ITSM and development teams. tray.ai keeps BMC Remedy and Jira in sync automatically.
Why integrate BMC Remedy and Jira?
BMC Remedy and Jira are the operational backbone for two distinct but tightly interdependent teams — IT service management professionals and software developers. When a service desk ticket in Remedy uncovers a code-level defect, or when a Jira issue resolution needs to be reflected back on an open incident, manual updates slow everyone down and introduce errors. Integrating BMC Remedy with Jira on tray.ai creates a bidirectional connection that keeps both platforms in sync without anyone having to do it by hand.
Automate & integrate BMC Remedy & Jira
Use case
Automatic Incident-to-Bug Escalation
When a high-priority incident is logged in BMC Remedy and identified as a software defect, tray.ai automatically creates a corresponding Jira bug ticket with all relevant context — affected systems, priority level, customer impact, and attached notes. The Remedy incident is then linked to the Jira issue so both teams can track progress in their native tool. No more copy-pasting details into Jira or filing requests through a slow email chain.
Use case
Bidirectional Status and Resolution Sync
As developers update a Jira issue — moving it from In Progress to Done — those status changes are automatically reflected back on the linked BMC Remedy incident or problem record. When a Remedy ticket is closed or resolved, the associated Jira issue transitions automatically too. Service desk agents are never caught off guard, and customers get timely updates without anyone having to chase them down.
Use case
Change Request and Release Coordination
When a change request is raised in BMC Remedy as part of a CAB process, tray.ai can automatically generate or update corresponding Jira stories or tasks in the relevant release sprint. Engineering teams get structured change context directly in Jira, while Remedy records are updated as Jira work items move toward completion. Release planning and change management stay tightly aligned.
Use case
Problem Management and Root Cause Linking
When recurring incidents in BMC Remedy are grouped into a Problem record, tray.ai can automatically search for or create a corresponding Jira epic or investigation task to drive root cause analysis. Updates made in Jira during the investigation are pushed back to the Remedy problem record, keeping the ITSM team informed as engineers dig into the underlying issue.
Use case
SLA Breach Alerting and Jira Escalation
When a BMC Remedy ticket approaches or breaches its SLA threshold, tray.ai can automatically create a high-priority Jira issue, notify the relevant engineering team, and update the Remedy ticket with an escalation note. Engineering gets visibility before customers are impacted, not after.
Use case
Sprint-Aware Service Request Fulfillment
When IT service requests logged in BMC Remedy require development resources — access provisioning, environment setup, configuration changes — tray.ai routes those requests into the appropriate Jira sprint as structured tasks, complete with priority, due dates, and requestor details. When fulfillment is confirmed in Jira, the corresponding Remedy service request closes automatically.
Use case
Unified Reporting and Metrics Aggregation
By syncing data between BMC Remedy and Jira through tray.ai, teams can pull incident volume, resolution time, sprint velocity, and defect density into a single reporting dataset. IT leadership can correlate ITSM performance with development throughput and make informed decisions about staffing, tooling, and process changes.
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BMC Remedy & Jira Challenges
What challenges are there when working with BMC Remedy & Jira and how will using Tray.ai help?
Challenge
Mapping Inconsistent Priority and Status Fields
BMC Remedy and Jira use fundamentally different taxonomies for priority levels, statuses, and ticket types. A Remedy 'Priority 1' incident doesn't map directly to a Jira 'Highest' priority, and workflow states like 'Pending' or 'In Review' may have no direct equivalents across both systems. Manual mapping is error-prone and needs constant maintenance as either team updates their workflows.
How Tray.ai Can Help:
tray.ai's visual data mapper lets teams define precise, customizable field mappings between BMC Remedy and Jira, including conditional logic that translates priority tiers, status transitions, and issue types based on your actual business rules. When either team updates their workflow, you can adjust the mapping in the tray.ai canvas without rebuilding the integration from scratch.
Challenge
Avoiding Infinite Sync Loops
In a bidirectional integration, updating a Jira issue can trigger a Remedy update, which can then re-trigger the Jira webhook, creating an infinite loop that pollutes both systems with redundant data and can destabilize automations. It's one of the most common failure modes in two-way ITSM-to-development integrations.
How Tray.ai Can Help:
tray.ai has built-in loop prevention including idempotency checks, conditional branch logic, and the ability to stamp records with integration source identifiers. Workflows can be configured to skip updates that originated from tray.ai itself, so only genuine human-initiated changes propagate between systems.
Challenge
Handling BMC Remedy's Complex Data Model
BMC Remedy's CMDB and ITSM data model is highly customizable and often heavily modified in enterprise deployments, with custom fields, relationship types, and approval workflows that vary significantly between organizations. Extracting and transforming Remedy data accurately enough to populate Jira without data loss requires deep platform knowledge.
How Tray.ai Can Help:
tray.ai's BMC Remedy connector supports dynamic field discovery and custom schema mapping, so teams can surface organization-specific Remedy fields and pull them into integration workflows. The platform also supports JSON path expressions and data transformation helpers to reshape complex nested Remedy payloads before writing to Jira.
Challenge
Maintaining Sync During Planned Downtime or API Throttling
Enterprise BMC Remedy deployments often involve scheduled maintenance windows, and Jira Cloud enforces API rate limits that can cause data loss or delayed syncs during high-volume periods. Without solid error handling, integrations can fail silently and leave records out of sync with no visibility into what was missed.
How Tray.ai Can Help:
tray.ai provides configurable retry logic, error handling branches, and dead-letter queuing so that failed operations are captured and retried rather than silently dropped. Workflow execution logs give operations teams full visibility into every sync attempt, and you can set up alerting to notify teams when integration errors exceed acceptable thresholds.
Challenge
Ensuring Security and Access Control Across Systems
BMC Remedy and Jira often have different access control models, and sensitive ITSM data — security incidents, vendor information, compliance-related records — shouldn't be freely replicated into Jira projects that all developers can see. Poorly designed integrations can expose restricted information to the wrong people.
How Tray.ai Can Help:
tray.ai supports field-level filtering and conditional routing so only the right data gets replicated between systems. Sensitive Remedy fields can be excluded from Jira payloads, and workflows can route records to restricted Jira projects based on classification labels. tray.ai also supports OAuth and credential vaulting to keep API keys and tokens managed securely at the platform level.
Start using our pre-built BMC Remedy & Jira templates today
Start from scratch or use one of our pre-built BMC Remedy & Jira templates to quickly solve your most common use cases.
BMC Remedy & Jira Templates
Find pre-built BMC Remedy & Jira solutions for common use cases
Template
Create Jira Bug from High-Priority BMC Remedy Incident
Automatically creates a Jira bug ticket whenever a high-priority or critical incident is logged in BMC Remedy, populating the Jira issue with incident ID, summary, priority, affected CI, and customer impact details. The Remedy incident is updated with the Jira issue key for cross-reference.
Steps:
- Trigger: New incident created in BMC Remedy with priority set to High or Critical
- Action: Create a new Bug issue in the designated Jira project with mapped fields from Remedy
- Action: Update the BMC Remedy incident with the Jira issue key in a custom reference field
Connectors Used: BMC Remedy, Jira
Template
Sync Jira Issue Status Back to BMC Remedy Ticket
Monitors Jira issues linked to BMC Remedy records and automatically updates the Remedy ticket status whenever the Jira issue transitions — for example, from In Progress to Done — so service desk agents always have current resolution status without having to check Jira manually.
Steps:
- Trigger: Jira issue status transitions to a mapped resolution state (e.g., Done, Resolved)
- Action: Look up the linked BMC Remedy ticket using the stored issue reference
- Action: Update the Remedy ticket status and add a resolution note with Jira transition details
Connectors Used: Jira, BMC Remedy
Template
Escalate SLA-Breaching Remedy Ticket to Jira
Polls BMC Remedy on a scheduled interval for tickets nearing or past their SLA deadlines and automatically creates or updates a high-priority Jira issue to flag the escalation, notifying the assigned engineering team and logging the escalation timestamp back in Remedy.
Steps:
- Trigger: Scheduled poll of BMC Remedy for tickets with SLA status breached or at-risk
- Action: Create or update a Jira issue flagged as Highest priority with SLA breach details
- Action: Post escalation comment on the BMC Remedy ticket with Jira issue reference and timestamp
Connectors Used: BMC Remedy, Jira
Template
Sync BMC Remedy Change Requests to Jira Stories
When a new change request is approved in BMC Remedy, this template automatically creates a corresponding Jira story in the target project and sprint, mapping change ID, description, implementation window, and risk level so engineering teams can plan and execute within their existing workflow.
Steps:
- Trigger: Change request status updated to Approved in BMC Remedy
- Action: Create a new Jira story with mapped change request fields including risk, window, and description
- Action: Update the BMC Remedy change record with the Jira story URL and assignee
Connectors Used: BMC Remedy, Jira
Template
Bidirectional Comment and Notes Sync Between Remedy and Jira
Keeps work notes and comments synchronized between linked BMC Remedy tickets and Jira issues in both directions, so engineers adding investigation notes in Jira and service desk agents adding customer-facing updates in Remedy are always working from the same information.
Steps:
- Trigger: New work note added to a BMC Remedy ticket or new comment added to a linked Jira issue
- Action: Identify the linked counterpart record using stored cross-reference keys
- Action: Append the new note or comment to the counterpart system with author attribution and timestamp
Connectors Used: BMC Remedy, Jira
Template
Auto-Close Remedy Incident When Jira Fix Version is Released
When a Jira issue is marked as released within a Fix Version, tray.ai automatically resolves the linked BMC Remedy incident or problem record, notifies the original requester, and logs the release version as the resolution detail — closing the loop between development delivery and ITSM closure.
Steps:
- Trigger: Jira Fix Version released, marking associated issues as shipped
- Action: Retrieve linked BMC Remedy incident or problem records via stored Jira issue keys
- Action: Resolve the Remedy records with resolution notes referencing the Jira Fix Version and release date
Connectors Used: Jira, BMC Remedy