Rescue:Post to URL

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Introduction

In order to facilitate the integration of Rescue into your environment, Rescue offers the option to post Rescue session data to a URL of your choice. This allows you to host your own server script to handle the Rescue session data and to process it as you see fit. Some potential use examples include database importing and email notifications.

The Issue

Rescue Session data are enclosed only in the Rescue account.

As you can see, robust Reporting is available through your Rescue Admin Center. Although this data is available, you need to log into your account and perform a manual export to get the data ‘out’. Steps in this scenario

  1. The Rescue technician facilitates a support session
  2. An Administrator logs into the Rescue Admin Center
  3. The Administrator goes into Reporting, generates a session report and exports the data as a spreadsheet.
  4. The Administrator manipulates the data, or imports it into another application

The Solution

Post Rescue session data to URL

In this scenario, the technician facilitates the Rescue session as normal. At the end of the session, the session data (Customer, session, channel, custom fields, waiting, transfer, pick up, and end times) are transferred via HTTP Post or XML to the URL you specify. Steps in this scenario:

  1. The Rescue technician facilitates a support session.
  2. At the end of the session, the data is transferred to the URL you’ve specified in your Rescue Admin Center.
  3. Your script processes the data as specified in your code

Technical Implementation Overview

The user implementing this should have knowledge of web development, specifically, web forms, or XML handling. This feature allows you to take the Rescue session data from your Technicians and have it posted to a script you create on your own server. You can then have this form process the POST data and handle it any way you wish.

A typical example would be taking the POST data and having the form email it, or write it to your own database. This feature does require you to code and host the target page/URL to which Rescue is sending data to. Due to the customer specific nature of this feature, we can only provide limited support on the functionality of this feature, and troubleshooting the code is something that cannot be supported.

Variables

These are the variables that are submitted via the Post to URL function. [...] is replaced with the actual data value. XML based: This method does an XML request to your URL. You would handle this via an XML parser.

XML Based

   <session>
   <sessionid>[...]</sessionid>     //The Rescue Session ID
   <techid>[...]</techid>           //The technician’s ID
   <techname>[...]</techname>               //The technician’s Name
   <techdescr>[...]</techdescr>     //The technician’s Description
   <SSOID>[...]</SSOID>             //The technician’s SSOID
   <cfield0>[...]</cfield0>         //Customer name (“Customer” if not using a channel)
   <cfield1>[...]</cfield1>         //First custom field
   <cfield2>[...]</cfield2>         //Second custom field
   <cfield3>[...]</cfield3>         //Third custom field
   <cfield4>[...]</cfield4>         //Fourth custom field
   <cfield5>[...]</cfield5>         //Fifth custom field
   <status>[...]</status>           //Session status on closure [resolved|unresolved]
   <chatlog>[...]</chatlog>         //Tex of the chat log during session
   <waitingtime>[...]</waitingtime> //Time waiting in queue
   <pickuptime>[...]</pickuptime>   //When the session was picked up
   <closingtime>[...]</closingtime> //When the session was ended
   </session>

HTTP Post based

This method submits the URL with the POST variables strung on the end of it. This is the easiest to work with, and is exactly the same as submitting an HTML form. The variables use the same naming convention that the XML format does.

[www.example.com/script.aspx]?SessionID=[...]&TechID=[...]&TechName=[...]&SSOID=[...]&TechDescr=[...]&Status=
[resolved|unresolved]&CField0=[...]&CField1=[...]&CField2=[...]&CField3=[...]&CField4=[...]&CField5=
[...]&ChatLog=[...]&WaitingTime=[...]&PickupTime=[...]&ClosingTime=[...]

Note: The HTTP POST option is actual POST data. Using the GET method will not work properly.

Examples

HTTP Post with PHP

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