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. Use the API Keys section to view the list of Endpoints and add the appropriate key in order to securely authenticate with the Take Control 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:
    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
    idsStringYesUnique reference for each Take Control Agent. It is provided in the Excel file generated from Devices page > Export List. 1234567891011
    customer_nameStringYesName 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
  4. 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>
  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>

What do you want to do?