Configure the Session History API in DRE

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
`CUSTOM_FIELD_NAME`	Varchar(32)	Name for custom field
`CUSTOM_FIELD_VALUE`	Varchar(100)	Value for custom field

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
`FILTER_CUSTOM_FIELD_NAME`	Varchar(32)	Name for custom field filter
`FILTER_CUSTOM_FIELD_VALUE`	Varchar(100)	Value for custom field filter

Output

The function returns the following XML structure:

<?xml version="1.0" encoding="iso-8859-1"?>
<return>
	<nrequests>...</requests>
	<requests>
		<request>
			<id>...</id>
			<customer_name>...</customer_name>
			<customer_email>...</customer_email>
			<customer_number>...</customer_number>
			<computer_name>...</computer_name>
			<problem_description>...</problem_description>
			<notes>...</notes>
			<computer_os>...</computer_os>
			<has_videos></has_videos>
			<date_start>...</date_start>
			<date_end>...</date_end>
			<duration>...</duration>
			<tech_name>...</tech_name>
			<tech_username>...</tech_username>
			<chat>
				<nchatlines>...</nchatlines>
				<chatlines>
					<chatline>
						<from>...</from>
						<to>...</to>
						<dt></dt>
						<txt></txt>
					</chatline>
					<chatline>
						<from>...</from>
						<to>...</to>
						<dt></dt>
						<txt></txt>
					</chatline>
				</chatlines>
			</chat> 
			<videos>
				<nvideos>1</nvideos>
				<video_links>
					<video>
						<size>..</size>
						<view_url>...</view_url>
						<download_url></download_url>
					</video>
				</video_links>
			</videos>
		</request>

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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