Remote Support Command API

The command API is designed to send commands to your BeyondTrust site from an outside application. Commands can start or transfer a support session, get a list of logged-in representatives, or obtain a list of support teams and issues. You can also check the health of your B Series Appliance, change a B Series Appliance's failover role, or get information about your BeyondTrust API version.

The command API is an authenticated API. For instructions on using authenticated APIs using OAuth, see Authenticate to the Remote Support API.

Commands are executed by sending an HTTP request to the B Series Appliance. Send the request using any HTTPS-capable socket library, scripting language module, or URL fetcher such as cURL or wget. Use either GET or POST as the request method.

POST requests must include a "Content-Type: application/x-www-form-urlencoded" HTTP header when supplying parameters in the request body, and the parameters must be url-encoded. Multipart POST requests are not supported.

 

When making consecutive API calls, you must close the connection after each API call.

The command API URL is https://support.example.com/api/command.

An XML schema describing the command API response format is available at https://support.example.com/api/command.xsd.

Required Parameters for Command API

action=[string]

The type of action to perform. Can be any of the following: get_logged_in_reps get_appliances get_support_teams get_connected_client_list generate_session_key get_connected_clients join_session check_health transfer_session set_failover_role set_session_attributes import_jump_shortcuts get_session_attributes get_api_info terminate_session

 

If you experience a high volume of support requests, repeatedly calling a command such as get_logged_in_reps or get_support_teams might bottleneck your system. Therefore, a best practice is to not request a list of representatives or teams with each support request. Instead, if making the same API call in succession, consider caching the results for a period of time and reusing them. New sessions requests should reference the cached list instead of calling for the list each time.

The command API returns XML responses that declare a namespace. If you are parsing these responses with a namespace-aware parser, you need to set the namespace appropriately or ignore the namespace while parsing the XML:

Command API: https://support.example.com/namespaces/API/command

The above namespace is returned XML data and is not a functional URL.