Documentation forDameware Remote Everywhere

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 web service, which returns an XML response that includes the ticket number.

  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 Dameware Remote Everywhere 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

  3. Available parameters:

    4. 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
    ids String Yes Unique reference for each Dameware Remote Everywhere 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

  4. 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>

  5. 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>