HELP FILE

Sending Session Data to a URL (Post-to-URL)

About Post-to-URL

The Post to URL function is used in conjunction with CRM Integration APIs (particularly requestPINCode) to provide a complete set of integration tools for CRMs or other applications.

Restriction: Available for Desktop Technician Console and browser-based Technician Console only.

Post to URL allows you to host your own server script to handle the Rescue session data and to process them as you see fit. Some potential use examples include database importing and email notifications.

How it Works

  • The Rescue Lens technician starts a support session.
  • At the beginning and/or end of a session, the session data are transferred via HTTP Post or XML to the specified URL.
  • Your script processes the data as specified in your code.

Post-to-URL Variables

These are the variables that are submitted via the Post to URL function.

[...] is replaced with the actual data value. This method does an XML request to your URL. You would handle this via an XML parser.

Rescue Session Data Description
<sessionid>[...]</sessionid> Rescue Session ID
<techid>[...]</techid> Technician ID
<techssoid>[...]</techssoid> Technician Single Sign-on ID (as defined on the Organization tab in the Administration Center)
<techname>[...]</techname> Technician name (as defined on the Organization tab)
<techemail>[...]</techemail> Technician email (as defined on the Organization tab)
<techdescr>[...]</techdescr> Technician description (as defined on the Organization tab)
<cfield0>[...]</cfield0> Value returned for the Name field (as defined on the Global Settings tab in the Administration Center)
<cfield1>[...]</cfield1> Value returned for Custom field 1 (as defined on the Global Settings tab)
<cfield2>[...]</cfield2> Value returned for Custom field 2 (as defined on the Global Settings tab)
<cfield3>[...]</cfield3> Value returned for Custom field 3 (as defined on the Global Settings tab)
<cfield4>[...]</cfield4> Value returned for Custom field 4 (as defined on the Global Settings tab)
<cfield5>[...]</cfield5> Value returned for Custom field 5 (as defined on the Global Settings tab)
<tracking0>[...]</tracking0> Value returned for the Tracking field; typically used for mapping Rescue sessions to a CRM
<chatlog>[...]</chatlog> Transcript of all chat held since the previous post
<notes>[...]</notes> Notes saved by the technician
<waitingtime>[...]</waitingtime> From the beginning of Waiting status until session start (Active status) in seconds
<pickuptime>[...]</pickuptime> The exact time when the session entered Active status (UTC)
<closingtime>[...]</closingtime> The exact time when the session entered Closed or Timed Out status (UTC)
<worktime>[...]</worktime> Actual Technician Console utilization time during the session (until the post) in seconds
<lastactiontime>[...]</lastactiontime> The exact time of the last action taken by the technician in the Technician Console (UTC)
<transmitted>[...]</transmitted> Amount of data transmitted during the session (until the post) in bytes
<platform>[...]</platform> The platform of the customer device
<tsurvey0>[...]</tsurvey0> Value returned for Technician Survey Question 1 (as defined on the Settings tab)
<tsurvey1>[...]</tsurvey1> Value returned for Technician Survey Question 2
<tsurvey2>[...]</tsurvey2> Value returned for Technician Survey Question 3
<tsurvey3>[...]</tsurvey3> Value returned for Technician Survey Question 4
<tsurvey4>[...]</tsurvey4> Value returned for Technician Survey Question 5
<tsurvey5>[...]</tsurvey5> Value returned for Technician Survey Question 6
<tsurvey6>[...]</tsurvey6> Value returned for Technician Survey Question 7
<tsurvey7>[...]</tsurvey7> Value returned for Technician Survey Question 8
<tsurvey8>[...]</tsurvey8> Value returned for Technician Survey Question 9
<tsurvey9>[...]</tsurvey9> Value returned for Technician Survey Question 10

HTTP Post based

This method submits the URL with the POST variables on the end. This is the same as submitting an HTML form. The variables use the same naming convention as the XML format.
https://example.com/script.aspx]?SessionID=[...]&TechID=[...]&TechSSOID=[...]
&TechDescr=[...]&CField0=[...]&CField1=[...]&CField2=[...]&CField3=[...]&CField4=[...]
&CField5=[...]&Tracking0=[...]&ChatLog=[...]&Notes=[...]&WaitingTime=[...]
&PickupTime=[...]&ClosingTime=[...]&WorkTime=[...]&LastActionTime=[...]&Transmitted=[...]
&TSurvey0=[...]&TSurvey1=[...]&TSurvey2=[...]&TSurvey3=[...]&TSurvey4=[...]&TSurvey5=[...]
&TSurvey6=[...]&TSurvey7=[...]&TSurvey8=[...]&TSurvey9=[...]
Note: The HTTP POST option is actual POST data. Using the GET method will not work properly.

How to Post Session Data to a URL

This feature allows you to take the Rescue Lens session data from your technicians and have them posted to a script you create on your own server.

To implement this feature, knowledge of web forms or XML handling is recommended. This feature requires you to code and host the target page/URL to which Rescue is sending data.
Note: LogMeIn does not support code troubleshooting.
Restriction: Available for Desktop Technician Console and browser-based Technician Console only.
  1. On the Organization Tree, select the Technician Group you want to work with.
  2. Select the Settings tab.
  3. Under Exporting session data, type the URL to which you want to post session details.

    You can post data in the following cases:

    • Each time a session is started (each time it enters Active status)
    • Only when a session is started for the first time (the first time it enters Active status)
    • When a session is ended (enters Closed status)
    • When a session is suspended by putting it on hold or transferring it to a technician
    • When the Technician Console is refreshed or closed

    • Enter a URL your technicians can access. For example: http://webserver/path
    • For authentication, use this format: http://[username]:[password]@webserver/path
  4. As appropriate, choose to post session details as HTML Form parameters or XML data.
  5. By default, the complete chat log is posted. To control how chat data is posted, select from the following options:
    • Select Omit chat text from post to URL to post only system messages. All chat between the technician and customer is excluded.
    • Select Omit chat from Rescue Data Center storage to ensure that only system messages are passed to the Rescue Data Center when a session is transferred or placed on hold, or when the browser that is running the Technician Console is refreshed or closed during a session. Only system messages will be posted at session end.
  6. Save your changes.
    • Click Save changes to apply settings to the current Technician Group
    • Click Save changes to subgroups to apply the settings to the current Technician Group and all of its subgroups
    • Click Save settings to all groups to apply the same settings to all Technician Groups in your organization