Hi LJ Thank you for the response and advice. I am going to enable the Rest services on Remedy and chat with the JIRA administrator on getting JIRA talking to Remedy. I am also going to look at your Restful Plugin (Thanks for that) as well what BMC offers.
It is a exciting project and I am eager to get going with it. Thanks again - really appreciate it. Cheers On Thu, Jan 31, 2019 at 9:18 AM LJ LongWing <lj.longw...@gmail.com> wrote: > Brad, > As far as Jira->Remedy, you need to turn on Rest services on the Remedy > side and Jira talks to Remedy just fine....on the Remedy->Jira side, there > are a few options available. > 1 - My Remedy Resful plugin ( > http://remedylegacy.com/tools/restful-api-plugin/). It's free, open > source, and allows you to interact with restful services via form actions > (query, create, etc) > 2 - BMC has a Jira integration in Innovation Studio....several > parts/pieces involved, but it allows you to connect your Remedy system > directly to a Jira specific integration point > 3 - Roll your own....build a script, plugin, anything you would like that > does everything you need > > I don't see any problems with your proposed process...you might be able to > streamline a bit...like 3 and 4...you indicate an asynchronous > configuration, but it's my experience that when you create the record in > Jira, one of the outputs from the create is the request number that was > created...so there wouldn't need to be a push back from Jira into Remedy > because Remedy would already have what it needs... > > I hope that helps :) > > On Wed, Jan 30, 2019 at 3:43 PM BradRemedy <bradrem...@gmail.com> wrote: > >> 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 >> ARSList@arslist.org >> https://mailman.rrr.se/cgi/listinfo/arslist >> > -- > ARSList mailing list > ARSList@arslist.org > https://mailman.rrr.se/cgi/listinfo/arslist >
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