Session Generation (list, session key, support request): Remote desktop access API programmer's guide

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Session Generation

The public site is a collection of forms and links which generates an HTTP request each time a session is requested, resulting in the customer client being downloaded to the remote computer. The request generated depends on the configuration of the public site and the method used by the customer to request support:

By selecting a name from a list of logged-in representatives
By entering a unique session key
By submitting a front-end support request

To programmatically download the customer client, an HTTP request must be made to https://support.example.com/download_customer_connector.ns with the correct parameters for the desired request type. The queue in which to place the customer after connecting can be specified in one of two ways:

By representative name and ID:

id=[integer]	The numeric ID for the representative with whom to start the session.
name=[string]	The display name for this same representative.

By front-end support request:

issue_menu=[integer]	Must be set to 1. This is the only field that is required.
customer_name=[string]	Customer's name (maximum of 100 characters).
customer_company=[string]	Customer's company name (maximum of 100 characters).
customer_company_code=[string]	Customer's company code (maximum of 100 characters).
customer _ desc=[string]	Customer's problem description (maximum of 1024 characters).
external _ key=[string]	A key to an external help desk ticket system (maximum of 1024 characters).
id=[integer]	The numeric ID for the selected menu item. If Display Reps in Issues Menu is enabled from the Public Site Configuration page of the /login web interface, this will be the unique ID for a representative in the list. Otherwise, it will be the unique ID for an issue found in the issues list. If not specified, the session will go into the general queue.

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>
>
External Key
>
Session
Session: XML
Session: XML cont.
Session: XML cont.
Session: XML cont.
Session: (e.g.)
SessionListing
SessionListing: (e.g.)
SessionSummary
SessionSummary: (e.g.)
SessionRecording
CommandShellRecording
PresentationRecording
Cust/RepExitSurvey
Cust/RepExitSurvey: XML
Cust/RepExitSurvey: (e.g.)
SupportTeam
SupportTeam: XML
SupportTeam: XML cont.
SupportTeam: (e.g.)
>
generate_session_key
transfer_session
get_logged_in_reps
get_support_teams
get_api_info
>

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