Configure the New Session API in DRE

This API enables the generation of support tickets and corresponding Dameware Remote Everywhere (DRE)applets using a call to a web service. The web service is capable of receiving optional parameters that are used to pre-configure the support request, like the name and the email address of the customer, the client number or the problem description. These values will then be sent to the technician’s console, allowing the easy identification of the support request.

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. Click API Keys to view your public and private API keys and endpoints.
2. Use the API Keys section to view the list of Endpoints and add the appropriate key in order to securely authenticate with your selected API.3
3.  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 - 128 characters maximum.
   • customer_email - 64 characters maximum.
   • customer_number - 32 characters maximum.
   • problem_description - 1024 characters maximum.

Available parameters:

Name	Type	Mandatory	Description	Example
uid	String	Yes	Unique identifier of your DRE account, located in the Admin Area > Profile > APIs.	e14887a6-337f-102cacd5-04010102184
department	Integer	No	Department ID is located in the Admin Area > Management > Departments.	id_1234
tech	String	No	The technician's username (email address) to which the support request will be sent.	john.smith@a00.com
customer_name	String	No	Name of customer.	My%20Customer
customer_email	String	No	Email address of the customer.	customer.name@dameware.com
customer_number	String	No	Client number.	C0987654321
problem_description	String	No	Problem description.	Excel%20not%20working
ask_customer_info	Boolean	No	Allows the customer to change the ticket information. By default, if one of the following elements is sent, no information is sent to the customer in the support applet, unless this parameter is set to 1. customer_name customer_email customer_number problem_description	1

If the Department or Tech parameters are incorrect in the request, the web service uses the following procedure:

• Both parameters are incorrect: the request goes to the general queue
• Incorrect department but correct technician: the request goes to the mentioned technician.
• Incorrect technician but correct department: the request goes to the queue of the referenced department.
• Discrepancy between the technician and department (but both are correct): the request goes to the referenced technician.