Configure the Deferred Support request API in DRE

This API enables the generation of deferred support tickets on the Dameware Remote Everywhere (DRE) platform from any other application. It is based on a web service, which returns an XML response that includes the ticket number.

This API endpoint requires a public API key. Please refer to Legacy APIs for details.

1. Navigate to the Admin Area and click Profile > APIs to view the list of endpoints and add the appropriate key in order to securely authenticate with the DRE API.
2. 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.

   Example - https://api.swi-rc.com/integration/tickets_api.php?key=e14887a6-337f-102cacd5-04010102184&ids=124567891011&customer_name=John%20Smith&customer_email=customer@beanywere.com&descr= Excel%20not%20working

   Available parameters:

Name	Type	Mandatory	Description	Example
key	String	Yes	Unique key for each DRE account. It is provided per request. This is not the same ID used for the New Session API.	e14887a6-337f-102cacd5-04010102184
ids	String	Yes	Unique reference for each DRE Agent. It is provided in the Excel file generated from Devices page > Export List.	1234567891011
customer_name	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

If successful, the following response format will be produced by the web service:

<?xml version="1.0" encoding="iso-8859-1"?><response>

<ok><ticket_number>nnnn</ticket_number></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>