How to translate incoming BMC Remedy values to ServiceNow values during import (template integration

[pallavidanv]

Hi all,

We have an interface between our ServiceNow instance and Porsche’s BMC Remedy system, and I need some help understanding the best way to handle value translation between the two systems.

Here’s our scenario:

• In ServiceNow, we already have standardized field values for fields like priority, category, state, etc.

• Porsche’s BMC Remedy system, however, uses different values for those same fields.

• When we receive Ticket or Template data from BMC Remedy through the interface, the field values don’t match ServiceNow’s internal values.

• We’ve received an Excel sheet from Porsche that contains all the current BMC Remedy ticket templates and their corresponding values.

Our requirement is:

The values in ServiceNow should remain unchanged, but when we import the templates (or when ticket data comes in via the interface), those BMC values should be translated/mapped to ServiceNow’s equivalent values.

For example:

Field BMC Remedy Value ServiceNow Value

Priority	High	1 - Critical
Status	Assigned	Work in Progress
Category	IT Incident	Infrastructure

[Vishal36]

Both systems speak slightly different “languages” when it comes to priorities, states, and categories. A few things worth keeping in mind:

A few things to consider before deciding how to handle the value translation:

• Field-level mapping: You’ll need a layer that translates values (like Priority, State, Category) between systems dynamically, without changing either side’s internal definitions.
• Bidirectional consistency: Ensure mappings work both ways - a ServiceNow “1 - Critical” should always map back to “High” in BMC when updates flow in reverse.
• Ease of maintenance: Hardcoding mappings in scripts or Excel sheets becomes error prone. Instead, use a configurable rule-based engine where mappings can be updated easily.
• Audit and traceability: Each translation should be logged so both teams can track how and when data was transformed.

In your case, you may want to explore OpsHub Integration Manager (OIM). It’s a no-code, plugin-free, bi-directional integration platform that supports custom field value translations and dynamic data mapping between systems like ServiceNow and BMC Remedy. It preserves context, history, and relationships while ensuring each system retains its own standards. As a ServiceNow Partner, OpsHub can help you with these kinds of cross-platform translation and synchronization use cases.

Good luck!