Aranda Service Management (Preview)

Boost your company's productivity and transform your users' experience with Aranda Service Management Suite, the multi-tenant solution that allows you to manage, integrate, and automate business processes and services.

This connector is available in the following products and regions:

Service Class Regions
Logic Apps Standard All Logic Apps regions except the following:
     -   Azure Government regions
     -   Azure China regions
     -   US Department of Defense (DoD)
Power Automate Premium All Power Automate regions except the following:
     -   US Government (GCC)
     -   US Government (GCC High)
     -   China Cloud operated by 21Vianet
     -   US Department of Defense (DoD)
Power Apps Premium All Power Apps regions except the following:
     -   US Government (GCC)
     -   US Government (GCC High)
     -   China Cloud operated by 21Vianet
     -   US Department of Defense (DoD)
Contact
Name Aranda Software
URL https://arandasoft.com/
Email [email protected]
Connector Metadata
Publisher Aranda Software
Website https://arandasoft.com/
Privacy policy https://arandasoft.com/politica-de-privacidad/
Categories Business Management;Collaboration

Aranda Service Management Suite (ASMS)

Boost your company's productivity and transform your users' experience with Aranda Service Management Suite, the multi-tenant solution that allows you to manage, integrate, and automate business processes and services. Create, search, and update records stored in any workspace (project) of ASMS, including incidents, requirements, and changes, among others.

Pre-requisites

Please keep in mind the following pre-requisites to continue:

  • A subscription and an instance of Aranda Service Management Suite (ASMS). Start here: https://arandasoft.com/
  • An active Microsoft Power Automate subscription with Premium connector capabilities.

Obtaining Credentials

  • To perform authentication, use the integration token. In the following link you will find information on how to obtain the integration token

Get started with your connector

  1. Requires a subscription to Aranda Service Management Suite (ASMS).

  2. Obtain the Integration token

  3. Get the Base URL of the Aranda Service Management ASMS API (ApiAsms), you can find the API address in the ASMS administrator console, in the Settings section

    Search Enpoint

  4. Establish a connection with ASMS

    ConnectionAsms

    As:

    1. ApiAsms
    2. Integration token
  5. Configure the connector by adding the property IDs as shown in the image:

    Ticket

You can use this connector in the following cases:

  1. Create, search, and update tickets, among other actions available.
  2. It allows organizations to resolve their internal support requests, managing and streamlining the technical problem resolution process.
  3. Allows tracking of communications between requesters and support agents.
  4. Offer automated responses to inform requesters of the status of their ticket.
  5. Offer the possibility of creating a ticket by sending an email to a previously defined alias.

Common errors and remedies

Code Name Description Solution
400 BadRequest CriteriaNeedsSomeArguments Check that the search parameters are not empty
400 BadRequest InvalidAdditionalFieldId Check that the IDs of the additional fields are correct
400 BadRequest InvalidItemType The case type is incorrect, change the case type id
400 BadRequest InvalidProjectId The project id is incorrect, change the project id to which you will associate the case
400 BadRequest InvalidStateId Check the added status when creating or updating a Ticket
400 BadRequest InvalidUploadType An error occurred when attaching a file, Request assistance from a System Administrator
400 BadRequest Nombre del parametro: {Name parameter} Check that the properties mentioned in the error are not null
400 BadRequest RequestNeedsSomeArguments Check the required fields of the ticket and add the corresponding value of these in the connector
400 BadRequest SearchListIsRequired Request assistance from a System Administrator
400 BadRequest Is null parameter name: {Name parameter} Check that the properties mentioned in the error are not null
400 BadRequest ItemTypeIsRequired Add case type
400 BadRequest TypesListNeedsSomeArguments Requires adding the type of case when searching for tickets, Request assistance from a System Administrator
403 Forbidden DoNotHavePermissionForThisAction Talk to your System Administrator to assign permissions
Code Name Description Solution
500 InternalServerError Request assistance from a System Administrator
500 InternalServerError FailureExportExcel Request assistance from a System Administrator
500 InternalServerError FailureGetAdditionalFields Request assistance from a System Administrator
500 InternalServerError FailureGetCategoriesByService Request assistance from a System Administrator
500 InternalServerError FailureGetChangeFSC Request assistance from a System Administrator
500 InternalServerError FailureGetFields Request assistance from a System Administrator
500 InternalServerError FailureGetFieldsList Request assistance from a System Administrator
500 InternalServerError FailureGetFiles Request assistance from a System Administrator
500 InternalServerError FailureGetLookupValues Request assistance from a System Administrator
500 InternalServerError FailureGetMailTemplates Request assistance from a System Administrator
500 InternalServerError FailureGetModelByCategory Request assistance from a System Administrator
500 InternalServerError FailureGetOperators Request assistance from a System Administrator
500 InternalServerError FailureGetReassignmentReasons Request assistance from a System Administrator
500 InternalServerError FailureGetSimilarItems Request assistance from a System Administrator
500 InternalServerError FailureSearchQuickManagement Request assistance from a System Administrator

FAQ

  1. How to retrieve the IDs of the attributes required to use the different actions in the connector (e.g. project, service, category, group, specialist)?

    The IDs can be retrieved in many ways:

    • Using Aranda Query Manager, you can create a report that queries the Aranda Service Management Suite (ASMS) table where the required data is located. If you need guidance on the data objects in the solution, visit the following link https://docs.arandasoft.com/docs/database.html and identify the Aranda database version corresponding to your ASMS installation.
    • If you are using an ASMS On Premise installation, you can query the ASMS table where the required data is located through a SQL client.
    • Via Aranda Support Center, creating a support request through the contact channels indicated on the following website Support.
  2. What is the maximum size of files to attach when using the "Add Attachment" action?

    The maximum size depends on the specific configuration of your ASMS instance/installation. Please ask your ASMS Administrator.

  3. What is the data access level required by the technician account whose token is used in the configuration of the ASMS connection required by the connector?

    The access level is the same as the technician account as used in ASMS on a regular basis. In other words, based on the roles and permissions of the corresponding technician in ASMS, the data can be accessed with the connector.

  4. Should the technician account whose token will be used in the connector be Named or Concurrent?

    Since the connector can access the related ASMS instance multiple times per hour, it is strongly recommended that the account be a Named type.

  5. Does the creation or modification of cases using the connector follow the same data validation rules present in the ASMS interface?

    Yes, it follows the same validation rules. For instance, when creating a case for a specific project, service and category, if native and additional fields must be filled in, these data are also required when submitting the case through the connector.

  6. Can the connector be used for ASMS instances in Cloud and On Premise environments?

    Yes, it can be used in both Cloud and On Premise installations of ASMS. In On Premise installations, you must consider the connectivity between the ASMS server and your Power Automate environment.

  7. I have a Power Automate license that only allows me to use Standard connectors. Can I use the ASMS connector?

    It is not possible, the ASMS connector is Premium type.

  8. I want to create flows in Power Automate that start from events in ASMS (e.g. when a case has been created, when a case is assigned to a specific group). Is it possible to use Triggers that start from events occurring in ASMS?

    Yes, it is possible. The following steps are recommended:

    • Initialize a trigger "When a HTTP request is received" and create a Request Body JSON Schema containing the data structure expected to be received from ASMS. Once the trigger is created, you will get an HTTP POST URL (WebHook URL) to use in your ASMS instance. Do not forget to consider the authentication mechanism to access the WebHook URL (e.g. Token).
    • Create a business rule in ASMS for the set of conditions that, when met, should initiate the flow in Power Automate. As an action within the rule, select "Invoke Webhook" and in the invocation destination URL, enter the previously obtained WebHook URL, the parameters to send and the body of the request (which must match the Request Body JSON Schema). For more information on how to invoke a Webhook from a rule in ASMS, visit the following link: Webhook rule
    • Test the created rule and validate an HTTP request is sent to the WebHook URL and initializes the flow in Power Automate.
  9. Can I invoke ASMS REST API endpoints as actions from flows in Power Automate?

    Yes, it is possible. Use the "HTTP" action and fill in the required data in it (URI, Method, Headers, Body, among others).

Creating a connection

The connector supports the following authentication types:

Default Parameters for creating connection. All regions Not shareable

Default

Applicable: All regions

Parameters for creating connection.

This is not shareable connection. If the power app is shared with another user, another user will be prompted to create new connection explicitly.

Name Type Description Required
Host ASMS string Host ASMS True
Authorization token securestring Authorization token True

Throttling Limits

Name Calls Renewal Period
API calls per connection 100 60 seconds

Actions

Add Attachment

Attach a file to a specific case record in ASMS.

Add note

Add a note to a specific case record in ASMS.

Create case

Create a new case record in ASMS.

Get case

Gets a record of the metadata of an ASMS case.

Search cases

Retrieves a list of ASMS case records depending on the search criteria added in the query.

Update Case

Updates a record for a ASMS case.

Add Attachment

Attach a file to a specific case record in ASMS.

Parameters

Name Key Required Type Description
Case code
ticketId True string

Code of the record for which metadata will be attached.

File
file True byte

Byte file

File Name
fileName True string

File name (e.g 'Vacation_Approval_Form.docx')

Add note

Add a note to a specific case record in ASMS.

Parameters

Name Key Required Type Description
Case code
ticketId True string

Code of the record for which metadata will be attached.

Note
message True string

Note to be attached to the record.

Returns

Create case

Create a new case record in ASMS.

Parameters

Name Key Required Type Description
Case Type ID
itemType True integer

Case Type ID

Project ID
projectId True integer

Project ID

Service ID
serviceId True integer

Service ID

Category ID
categoryId True integer

Category ID

Subject
subject True string

Subject

Description
description string

Detailed description of the case

Status ID
stateId integer

Status ID

Reason ID
reasonId integer

Reason ID

Group ID
groupId integer

Group ID

Responsible ID
responsibleId integer

Responsible ID

Applicant ID
applicantId integer

Applicant ID

Client
customerId integer

Client

Company ID
companyId integer

Company ID

Registry type ID
registryTypeId integer

Registry type ID

CI ID
ciId integer

CI ID

Urgency ID
urgencyId integer

Urgency ID

Impact ID
impactId integer

Impact ID

Provider ID
providerId integer

Provider ID

Organizational Area ID
unitId integer

Organizational Area ID

fieldId
fieldId string

Field ID

values
values array of string

Value

Returns

Name Path Type Description
Case ID
id integer

Case ID

Case Code
idByProject string

Case code for the record

Get case

Gets a record of the metadata of an ASMS case.

Parameters

Name Key Required Type Description
Case code
ticketId True string

Code of the record for which metadata will be attached.

Returns

Name Path Type Description
Case ID
id integer

System ID for the record

Case Code
idByProject string

Case code for the record

Subject
subject string

Subject

Description
description string

Detailed description of the case

Solution
commentary string

Case solution

Project ID
projectId integer

Project ID

Project
projectName string

Project name

Case Type
itemTypeName string

Case Type name

Case Type ID
itemTypeId integer

Case Type ID

Service ID
serviceId integer

Service ID

Service
serviceName string

Service name

Model ID
modelId integer

Model ID

Model
modelName string

Model name

Category ID
categoryId integer

Category ID

Category name
categoryName string

Category

Applicant ID
applicantId integer

Applicant ID

Client ID
customerId integer

Client ID

Client
customerName string

Client name

Company ID
companyId integer

Company ID

Company
companyName string

Company name

CI ID
ciId integer

CI ID

CI
ciName string

CI name

SLA ID
slaId integer

SLA ID

SLA
slaName string

SLA name

Status ID
stateId integer

Status ID

Status
stateName string

Status name

Reason ID
reasonId integer

Reason ID

Reason
reasonName string

Reason name

Group ID
groupId integer

Group ID

Group
groupName string

Group name

Responsible ID
responsibleId integer

Responsible ID

Responsible
responsibleName string

Responsible name

Registry type ID
registryTypeId integer

Registry type ID

Registry type
registryTypeName string

Registry type name

Impact ID
impactId integer

Impact ID

Impact
impactName string

Impact name

Urgency ID
urgencyId integer

Urgency ID

Urgency
urgencyName string

Urgency name

Priority ID
priorityId integer

Priority ID

Priority
priorityName string

Priority name

Risk ID
riskId integer

Risk ID

Risk
riskName string

Risk name

Provider ID
providerId integer

Provider ID

Provider
providerName string

Provider name

UC ID
ucId integer

UC ID

UC
ucName string

UC name

Organizational Area ID
unitId integer

Organizational Area ID

Organizational Area
unitName string

Organizational area name

OLA ID
olaId integer

OLA ID

OLA
olaName string

OLA name

Registry date
openedDate string

Registry date

Closed date
closedDate string

Closed date

Final date
finalDate string

Final date (only for Task records)

Initial date
initialDate string

Initial date (only for Task records)

Costs
cost number

Costs

Real cost
realCost number

Real cost

Estimated cost
estimatedCost number

Estimated cost

Price
price number

Price

Interface ID
interfaceId string

Interface ID

Closed
isClosed boolean

Closed

Progress
currentProgress number

Progress

Real date
realDate string

Real date

Estimated Date
estimatedDate string

Estimated Date

Author ID
authorId integer

Author ID

Author
authorName string

Author name

Additional Fields
additionalFields array of object

Additional Fields

Field Id
additionalFields.fieldId integer

Field Id

Name field
additionalFields.nameField string

Name field

Value Id
additionalFields.valueDetails.id integer

Value Id

Field value
additionalFields.valueDetails.value string

Field value

Values
additionalFields.values array of string

Additional field values

Search cases

Retrieves a list of ASMS case records depending on the search criteria added in the query.

Parameters

Name Key Required Type Description
Relation between filters
logicOperator True string

Specifies the relation between search criteria.

Field to filter
field True string

Case field to filter (e.g 'stateName')

Search operator
operator True string

Search operator

Value to find
value True string

Field value to find

Returns

Name Path Type Description
array of object
Case ID
id integer

System ID for the record

Case Code
idByProject string

Case code for the record

Subject
subject string

Case subject

Description
description string

Detailed description of the case

Project ID
projectId integer

Project ID

Project
projectName string

Project name

Case Type
itemTypeName string

Case type name

Case Type ID
itemTypeId integer

Case Type ID

Service ID
serviceId integer

Service ID

Service
serviceName string

Service name

Model ID
modelId integer

Model ID

Model
modelName string

Model name

Category ID
categoryId integer

Category ID

Category
categoryName string

Category name

Applicant ID
applicantId integer

Applicant ID

CI ID
ciId integer

Configuration item ID

CI
ciName string

Main configuration item name

Client ID
customerId integer

Client ID

Client
customerName string

Client name

Company ID
companyId integer

Company ID

Company
companyName string

Company name

SLA ID
slaId integer

SLA ID

SLA
slaName string

SLA name

Status ID
stateId integer

Status ID

Status
stateName string

Status name

Reason ID
reasonId integer

Reason ID

Reason
reasonName string

Reason name

Group ID
groupId integer

Group ID

Group
groupName string

Group name

Responsible ID
responsibleId integer

Responsible ID

Responsible
responsibleName string

Responsible name

Impact ID
impactId integer

Impact ID

Impact
impactName string

Impact name

Registry Date
openedDate string

Registry Date

Author ID
authorId integer

Author ID

Author
authorName string

Author name

Update Case

Updates a record for a ASMS case.

Parameters

Name Key Required Type Description
Case code
ticketId True string

Code of the record for which metadata will be attached.

Service ID
serviceId integer

Service ID

Category ID
categoryId integer

Category ID

Subject
subject string

Subject

Description
description string

Detailed description of the case

Solution
commentary string

Case solution

Status ID
stateId integer

Status ID

Reason ID
reasonId integer

Reason ID

Group ID
groupId integer

Group ID

Responsible ID
responsibleId integer

Responsible ID

Applicant ID
applicantId integer

Applicant ID

Client ID
customerId integer

Client ID

Company ID
companyId integer

Company ID

Registry type ID
registryTypeId integer

Registry type ID

CI ID
ciId integer

CI ID

Urgency ID
urgencyId integer

Urgency ID

Impact ID
impactId integer

Impact ID

Provider ID
providerId integer

Provider ID

Organizational Area ID
unitId integer

Organizational Area ID

Field Id
fieldId string

Field Id

Values
values array of string

Values

Returns

Name Path Type Description
result
result boolean

Result