Connectors / Integration
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.
BMC Remedy + Jira integration
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.
IT organizations rely on BMC Remedy to manage incidents, service requests, changes, and problems, while engineering and product teams live inside Jira to track sprints, epics, and bug fixes. Without an automated connection between these two systems, critical information gets buried in email threads, Slack messages, or simply never transferred at all. A developer closing a Jira issue may not know it unblocks a Remedy incident. A service desk agent may have no visibility into the Jira backlog item that's the root cause of a customer-reported problem. Connecting BMC Remedy and Jira through tray.ai cuts mean time to resolution, improves cross-team transparency, and gives everyone from the CIO to the on-call engineer a single source of truth.
Automate & integrate BMC Remedy + Jira
Automating BMC Remedy and Jira business processes or integrating data is made easy with Tray.ai.
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.
- Reduces time-to-create development tickets from hours to seconds
- Stops critical incidents from falling through the cracks between teams
- Preserves full context and audit trail across both platforms
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.
- Cuts duplicate status update work for both development and support teams
- Speeds up incident closure and improves SLA adherence
- Reduces miscommunication between ITSM and engineering
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.
- Bridges ITIL change management and agile development workflows
- Reduces the risk of unplanned changes slipping through without proper tracking
- Gives CAB stakeholders real-time visibility into development progress
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.
- Accelerates root cause analysis by connecting ITSM problem records to engineering investigations
- Keeps all investigation notes and findings in one place
- Reduces duplicate investigation work across teams
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.
- Stops SLA breaches from going unnoticed by development teams
- Creates a clear, time-stamped escalation record in both systems
- Drives faster engineering response before customers feel it
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.
- Removes manual effort in translating service requests into development tasks
- Gives development teams full context when fulfilling IT requests
- Closes the loop automatically for faster service request turnaround
Challenges Tray.ai solves
Common obstacles when integrating BMC Remedy and Jira — and how Tray.ai handles them.
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 helps
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 helps
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 helps
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.
Templates
Pre-built workflows for BMC Remedy and Jira you can deploy in minutes.
Create Jira Bug from High-Priority BMC Remedy Incident
BMC Remedy 
Jira 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.
Sync Jira Issue Status Back to BMC Remedy Ticket
Jira BMC Remedy 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.
Escalate SLA-Breaching Remedy Ticket to Jira
BMC Remedy 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.
Sync BMC Remedy Change Requests to Jira Stories
BMC Remedy Jira 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.
Bidirectional Comment and Notes Sync Between Remedy and Jira
BMC Remedy 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.
Auto-Close Remedy Incident When Jira Fix Version is Released
Jira BMC Remedy 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.
How Tray.ai makes this work
BMC Remedy + Jira runs on the full Tray.ai platform
Intelligent iPaaS
Integrate and automate across 700+ connectors with visual workflows, error handling, and observability.
Learn more →Agent Builder
Build AI agents that read, write, and take action in BMC Remedy and Jira — with guardrails, audit, and human-in-the-loop.
Learn more →Agent Gateway for MCP
Expose BMC Remedy + Jira actions as governed MCP tools — observable, rate-limited, authenticated.
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