Take Control

Configure the New Session API

This API enables the generation of support tickets and corresponding Take Control applets using a call to a webservice. The webservice 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.

  1. Enter the Web Service URL:
  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 - 128 characters maximum.
    • customer_email - 64 characters maximum.
    • customer_number - 32 characters maximum.
    • problem_description - 1024 characters maximum.
    • Example - https://api-dev.swi-rc.com/integration/integration_api.php?uid=Ph4w%2BFmspFLgt9vRIDAkb%2F6ZtK4Zv%2F8tRavadCFWvgOId1EVEhtQ9wn2nHjmaEHGekGNc7yC1tAlJS7NUsg%2BwlfRR74vfY9h3trm&customer_name=test2&customer_email=admin.user@solarwinds.com&customer_number=1234567891&problem_description=Problem%20description2
  3. Available parameters:
    NameTypeMandatoryDescriptionExample
    UIDStringYesUnique identifier of your Take Control account, located in the Admin Area > Profile > APIs.e14887a6-337f-102cacd5-04010102184
    DepartmentIntigerNoDepartment ID is located in the Admin Area > Management > Departments.id_1234
    TechStringNoThe technician's username (email address) to which the support request will be sent. john.smith@a00.com
    Customer_nameStringNoName of customer.My%20Customer
    Customer_emailStringNoEmail address of the customer.customer@takecontrol.com
    Customer_numberStringNoClient number.C0987654321
    Problem_descriptionStringNoProblem description. Excel%20not%20working
    Ask_customer_infoBooleanNo

    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.

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