Examples
Integrate NTRglobal Remote Desktop in your application
Description

This section describes how to integrate in a functional level NTRglobal Remote Desktop capabilities into your application. Note that this integration proposal is valid for SaaS or desktop applications.

Use case

A support engineer starts a Remote Desktop to support a customer from a ticket in your system. When session ends all the information is stored in the ticket.

Prerequisites

  1. You need to have a valid developer account
  2. You need to create an application so you have OAuth keys
  3. You are already able to make HTTP requests to our API - valid access token and secret

Integration Steps

STEP 1 - Create a Remote Desktop session

In order to start a Remote Desktop session you need to create a new support sessions resource. To create a new resource you have to use the POST

HTTP POST https://apifree.ntrglobal.com/support_sessions.xml
Headers: content-type:application/xml
Body:
<support_session>

<customer>Customer XYZ</customer> <customer_mail>john@xyz.com</customer_mail> <language>en</language> </support_session>

If the request is correct you should receive this response

Status:201
Location: https://apifree.ntrglobal.com/support_sessions/555234.xml

As you can see there isn't any representation of the object only a URL where we can access to it.

STEP 2 - Parse response to obtain session id

Next step you need to parse the session id from the location header that you can find in the response that the API returns. This id is important because it identifies the session and it is used to start it from the customer side.

STEP 2a - Communicate with the customer

You need to get in contact with your customer to tell him to download a binary to start the session. There are plenty of solutions and depending on your system you might choose one or other. The easiest one is to include in the session creation the email address of the customer. Automatically it will be sent an email with a link and some instructions how to proceed.

If you prefer to send him a custom message from your application you need to include this link

https://free.ntrglobal.com/main2/ntradmin.web.services/remotecontrol/downloadclientexe/?code=555234&lang=en
Note that you need to include as a parameter the session id and the language if wanted.

STEP 3 - Check when customer is ready

One of the latest steps is to check if the customer has connected successfully. To do know the status you need to do a simple GET to URL of the resource you just created. HTTP GET:
https://apifree.ntrglobal.com/support_sessions/555234.xml You will recieve the following response

Status:200

<support_session>
        <id>555234</id>
        <code>555234</code>
        <state>ongoing</state>
        <customer>Customer XYZ</customer>
        <customer_mail>john@xyz.com</customer_mail>
        <language>en</language>
        <planned_init_time>2010-07-21T16:36:37Z</planned_init_time>
        <planned_end_time>2010-07-21T16:51:37Z</ planned_end_time>
        <init_time></init_time>
        <end_time></end_time>
        <note>This is a note</note>
        <user_id>10</user_id>
</support_session>

You need to parse the state from the response and when this state is in ongoing you are ready to move to the last step

STEP 4 - Download agent binary

This is the final step prior the establishment of the remote desktop. You need to download the agent binary from this URL

https://free.ntrglobal.com/main2/ntradmin.web.services/remotecontrol/downloadoperatorexe/?code=555234&lang=en

Note that you need to include as a parameter the session id and the language if wanted.

Now the Remote Desktop should start in few seconds you will be able to control your customer computer from yours. If you want more information about Remote Desktop please click here

STEP 5 - Store session data in your application

This step is not mandatory but it is really important. Once the session has finished repeat step 3 in order to obtain all the session details that you need, for example store in your ticket how many remote desktops have been performed, who did them, what was the duration and when did they start. Including this information in your ticketing system you will have an idea of the amount of time dedicated to solve a problem and how many sessions where necessary to fix it.

Integrations examples

We have accomplished many integrations following this approach here are some that you might find interesting

  1. Remote Desktop for Spiceworks
  2. Remote Desktop for Samanage
  3. Remote Desktop for Salesforce (coming soon)