Take Control

Configure the Deferred Support request API

This API enables the generation of deferred support tickets on the Take Control platform from any other application. It is based on a webservice, which returns an XML response that includes the ticket number.

  1. Enter the Web Service URL:
  1. 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
  2. Available parameters:
    NameTypeMandatoryDescriptionExample
    keyStringYesUnique key for each Take Control account. It is provided per request. This is not the same ID used for the New Session API.e14887a6-337f-102cacd5-04010102184
    DepartmentIdsStringYesUnique reference for each Take Control Agent. It is provided in the Excel file generated from Devices page > Export List. 1234567891011
    TechStringYesName 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_emailStringYesEmail 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@takecontrol.com
    descrStringYesDescription of the problem that has lead to the ticket creation. Excel%20not%20working
  3. If successful, the following response format will be produced by the webservice:
    • <?xml version="1.0" encoding="iso-8859-1"?><response>
      <ok><ticket_number>nnnn</ticket_number></response>
  4. 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>

What do you want to do?