Configure the Deferred Support request API
This API enables the generation of deferred support tickets on the Dameware Remote Everywhere platform from any other application. It is based on a webservice, which returns an XML response that includes the ticket number.
- Enter the Web Service URL:
- Select a passing method - HTTP GET or POST. The parameters do not need to follow a specific order in the request, but they must be encoded using the URL Encoding (UTF-8) format. The following restrictions apply:
- Customer Name (customer_name) - 100 characters maximum.
- Customer email (customer_email) - 100 characters maximum.
- Problem Description (descr) - 4000 characters maximum.
- Available parameters:
- If successful, the following response format will be produced by the webservice:
- <?xml version="1.0" encoding="iso-8859-1"?><response>
<ok><ticket_number>nnnn</ticket_number></response>
- <?xml version="1.0" encoding="iso-8859-1"?><response>
- If an error occurs, the webservice will reply in the following format:
- <?xml version="1.0" encoding="iso-8859-1"?><response>
<error_msg>“Error%20message%20description”</error_msg></response>
- <?xml version="1.0" encoding="iso-8859-1"?><response>
Name | Type | Mandatory | Description | Example |
---|---|---|---|---|
key | String | Yes | Unique key for each Dameware Remote Everywhere account. It is provided per request. This is not the same ID used for the New Session API. | e14887a6-337f-102cacd5-04010102184 |
DepartmentIds | String | Yes | Unique reference for each Dameware Remote Everywhere Agent. It is provided in the Excel file generated from Devices page > Export List. | 1234567891011 |
Tech | String | Yes | Name of the creator of the ticket. The system assumes it is a customer and will use this information to send progress emails about the ticket. | john%20smith |
Customer_email | String | Yes | Email address of the creator of the ticket. The system assumes it is a customer and will use this information to send progress emails about the ticket. | customer.name@dameware.com |
descr | String | Yes | Description of the problem that has lead to the ticket creation. | Excel%20not%20working |
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