Documentation forDameware Remote Everywhere

Configure the Session History API

The Session History API returns post-session data and details about a session or set of sessions according to the configured filtering options.

URL for Session History API

https://api.swi-rc.com/integration/get_history_api.php

Input Parameters

Element Format Mandatory Description
KEY Varchar(64) Yes Your API key
VARS Varchar(512) Yes Variable specification. Check description below
(FILTERS) --- No Filtering options. Check description below

Vars

This variable specifies the information that is returned by the function. Each parameter is separated by a space.

Element Format Description
COMPUTER_NAME Varchar(50) Customer's computer name
COMPUTER_DOMAIN Varchar(100) The domain of the customer's computer
COMPUTER_OS Varchar(64) Computer's operating system
TECH_USERNAME Varchar(100) Technician's username (email address)
TECH_NAME Varchar(100) Technician's name
CUSTOMER_NAME Varchar(200) Customer's name
CUSTOMER_EMAIL Varchar(100) Customer's email address
CUSTOMER_NUMBER Varchar(50) Customer's identification number in your company
PROBLEM_DESCRIPTION Varchar(4000) Description of the problem
NOTES Varchar(4000) Technician's description of the issue
HAS_VIDEOS BOOLEAN(TRUE,FALSE) Returns TRUE if there are recorded videos
DATE_START

YYYY-MM-DD

HH:MM:SS

Session's starting time
DATE_END

YYYY-MM-DD

HH:MM:SS

Session's ending time
CHAT_INFO XML XML data structure containing the chat transcript
VIDEO_LINKS XML XML data structure containing video URLs
OUTPUT_FORMAT XML or JSON XML OR JSON

Filters

This function supports a number of filters that allows the selection of a subset if sessions.

Element Format Description
FILTER_ID INT Filter results from a specific session ID
FILTER_DATE_START_INI

YYYY-MM-DD

HH:MM:SS

Session’s starting time must be higher than this value
FILTER_DATE_START_END

YYYY-MM-DD

HH:MM:SS

Session’s starting time must be lower than this value
FILTER_CUSTOMER_NAME Varchar(100) Customer's name
FILTER_CUSTOMER_EMAIL Varchar(100) Customer's email address
FILTER_CUSTOMER_NUMBER Varchar(50) Customer's identification number in your company
FILTER_COMPUTER_NAME Varchar(100) Customer's computer name
FILTER_COMPUTER_DOMAIN Varchar(100) Customer's computer domain
FILTER_TECH_USERNAME Varchar(100) Technician's username
FILTER_START_METHOD ALL, APPLET, AGENT Session started from Agent software running on customer’s PC or otherwise (e.g. session started from a pin number)
FILTER_PROCESSED ALL, ANSWERED, NOT_ANSWERED Session was answered by a technician or not
FILTER_HAS_VIDEOS BOOLEAN (TRUE, FALSE)

TRUE = Only requests WITH video recordings

FALSE = Only requests WITHOUT video recordings

Empty value = All requests

Output

The function returns the following XML structure:

Error Handling

The error messages are returned by the function within the XML structure in the following format:

<response><error_msg> Error message.</error_msg></response>

These are some other examples:

<response><error_msg>Invalid FILTER_HAS_VIDEOS setting.</error_msg></response>
<response><error_msg>Invalid FILTER_START_METHOD setting.</error_msg></response>
<response><error_msg>Invalid FILTER_DATE_START_INI value.</error_msg></response>
<response><error_msg>Invalid FILTER_DATE_START_END value.</error_msg></response>

 

Examples

This example returns the fields selected in VARS from all the ANSWERED sessions created after 2011-01-01 UTC:

get_session_history.php?KEY=xxxxx&VARS=ID CUSTOMER_NUMBER DATE_START DATE_END
TECH_USERNAME&FILTER_DATE_START_INI=2011-01-01&FILTER_PROCESSED=ANSWERED

 

This example returns the fields selected in VARS from all the ANSWERED by tech mytech@techplace.com requests created after 2011-01-01 UTC:

get_session_history.php?KEY=xxxxx&VARS=ID CUSTOMER_NUMBER
DATE_START&FILTER_DATE_START_INI=2011-01-01&
FILTER_PROCESSED=ANSWERED&FILTER_TECH_USERNAME=mytech@techplace.com

 

This example returns the fields selected in VARS from request ID 12334:

get_session_history.php?KEY=xxxxx&VARS=CUSTOMER_NAME CUSTOMER_NUMBER
COMPUTER_NAME COMPUTER_DOMAIN PROBLEM_DESCRIPTION TECH_USERNAME DATE_START
DATE_END HAS_VIDEOS COMPUTER_OS NOTES&FILTER_ID=12334

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