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:

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

   

4. Establish a connection with ASMS

   

   As:

   1. ApiAsms
   2. Integration token

5. Configure the connector by adding the property IDs as shown in the image:

   

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

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

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.

Throttling Limits

Actions

Add Attachment

Add note

Create case

Get case

Search cases

Update Case