Integration with other systems

Owned by Jay Crouch (Unlicensed)
Last updated: Jan 26, 2024 by Austen Portz (Unlicensed)
6 min read

Learn about recommended orchestration techniques for full integration with other systems in your organization.

 

In This Article

Further use case examples are described here:

Glossary

There are a number of key terms relevant to the use cases described in this document.

Key Term

Description

Key Term

Description

GraphQL API

Method of retrieving a customer’s data via a single endpoint.

For more information, see “Introduction to the Scope AR GraphQL API”.

DeepLinks

Method of launching the Scope AR WorkLink app via a structure URL.

For more information, see “Using Deeplinks”.

Webhooks

Method of notifying a customer’s internal systems about key events that take place in the Scope AR platform.

For more information, see “Using Webhooks”.

Scenarios

Sets of work instructions pertaining to a specific physical device, to be completed by a user while using the Scope AR WorkLink app.

Scenario Sessions

Recordings of Scenarios performed and completed by a user while using the Scope AR WorkLink app.

Scenario Catalogs

Mapping a customer’s internal system objects (like assets or training modules) to Scenario Sessions.

Real-Time Integration with System-Of-Record

Problem

As an administrator, I want to associate Scope AR Scenario Session data with work orders in my system-of-record (e.g. Salesforce), in real-time, as my users interact with the Scope AR platform.

Solution

I will use a custom internal application, Deeplinks, Scenario Catalogs, Webhooks, and the Scope AR GraphQL API to retrieve Scenario Session data, as the data becomes available, and associate said data with work orders in my system-of-record.

Configuration

  1. For each physical device (aka the “Asset”) that work orders might pertain to in the system-of-record (.e.g. “Generator Model #1234”):

    1. The administrator creates at least one Scenario for the Asset using the Scope AR Create application.

    2. The administrator creates a Scenario Catalog for the Asset using the Scope AR CMS web interface.

  2. The administrator configures the system-of-record to present a dynamically generated link whenever system-of-record users view work orders (aka the “Deeplink”). The link passes both the asset identifier and work order identifier as parameters:

    worklink://resource?action=fetch_catalog&asset=INSERT_ASSET_ID_HERE&work_order_id=INSERT_WORK_ORDER_ID_HERE

    See Using Deeplinks for more details on this.

  3. The administrator creates a custom internal application designed to receive Scope AR Webhooks.

  4. A company administrator then creates a webhook that will trigger this application when the pertinent information in the Scope AR system is added or updated.

See Using WebHooks for more details on how to do this.

Integration Workflow with Middleware App

To integrate your system of record that is triggering the execution of work instructions and then recording the results of that execution the data workflow would be as follows.

Workflow with custom middleware app

The steps of this flow entail:

  1. The user visits a Deeplink dynamically generated by the system-of-record (see “configuration” above).

  2. The WorkLink app launches and loads the Scenario Catalog identified by the Deeplink’s asset query param.

  3. The user selects a Scenario and begins a Scenario Session (causing all additional query parameters passed by the Deeplink to be stored as key-value pairs in a JSON hash on the ScenarioSession.externalData attribute, including and notably work_order_id).

  4. The customer’s custom application receives Webhook event notifications from the Scope AR platform that there is new data that the application is interested in.

  5. The customer’s custom application queries the Scope AR GraphQL API to retrieve the ScenarioSession data identified by the Webhook payload resource_id (see Scenario Session Data Sample Queries ).

  6. The customer’s custom application inspects the data retrieved for the value of ScenarioSession.externalData.work_order_id

  7. The customer’s custom application then associates the retrieved Scenario Session data with the work order in the customer’s system-of-record (using system-of-record APIs, or similar) using available APIs from the system-of-record.

Integration Workflow with Built-in Integrations

Alternatively, you can use the built-in integration features of the WorkLink CMS. This eliminates the need for a custom middleware app and the WorkLink Integration scripts do that for you. See below for how that changes the data flow.

The steps of this flow entail:

  1. The user visits a Deeplink dynamically generated by the system-of-record (see “configuration” above).

  2. The WorkLink app launches and loads the Scenario or Catalog identified by the Deeplink’s asset query param.

  3. The user selects a Scenario and begins a Scenario Session (causing all additional query parameters passed by the Deeplink to be stored as key-value pairs in a JSON hash on the ScenarioSession.externalData attribute, including and notably work_order_id).

  4. The WorkLink integration receives Webhook event notifications from the Scope AR platform that there is new data that the application is interested in.

  5. The WorkLink integration queries the Scope AR GraphQL API to retrieve the ScenarioSession data identified by the Webhook payload resource_id (see Scenario Session Data Sample Queries ).

  6. The WorkLink integration inspects the data retrieved for the value of ScenarioSession.externalData.work_order_id

  7. The WorkLink integration then associates the retrieved Scenario Session data with the work order in the customer’s system-of-record (using system-of-record APIs, or similar) using available APIs from the system-of-record.

Scheduled Data Import/Analytics

Problem

As an analyst, I want to import data from the Scope AR platform on a regular basis so I can visualize the data with my internal BI tools.

Solution

I will use a custom internal application and the Scope AR GraphL API to retrieve Scenario Session data and store in a Data Store that my BI tools can read.

Procedure

Customer creates a custom application that:

  • Queries the Scope AR GraphL API on a regular basis.

  • Translates the JSON response into a Schema most compatible with customer’s needs.

  • Stores the translated data to customer’s Data Stores.

Call Integration

As a field service technician, I want an easy way to launch a call from our service desk application so that it’s associated with the active job id.

As an analyst, I want to measure time-to-resolution metrics for jobs that had AR Remote Assistance calls to measure ROI.

Application

  • Simplified calling

  • Closed loop service desk SLA metrics.

Orchestration

  1. Users are assigned call IDs that can be integrated with a system of record (like a service desk tool’s contact list). This can then be used to initiate a call to that user and external data can be added for case id or any other record id.

  2. The deeplink then launches application and calls a specific contact that is specified within the deeplink.

  3. The call is connected and the external data included in the deeplink is stored within the session data.

  4. The call’s session data is sent to the CMS to be stored with the external data included.

  5. A webhook is triggered when the call session data is stored in the CMS.

  6. The system of record (or some middleware application) is triggered by the webhook which then queries the CMS API for the full details of the call session.

  7. The call session is then stored in the system of record, using the external data from the deeplink as the cross-reference info to connect the call session data to other records in that system.