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What is this site?

  • This website is Hornbill's new product documentation website and is currently under development.
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  • Hornbill's current documentation is available at Hornbill Wiki but over time this content will be migrated to this documentation site.
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Why has Hornbill created this site?

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Remote Support / Generate Session Key

Operation Information

Hornbill Cloud Automation that generates a Remote Support session key.

This is a Premium Integration.


This operation requires authentication, the details of which can be securely stored on your instance in a KeySafe Key of type BeyondTrust Remote Support.

To create a key of this type:

  • In the Configuration area of your Hornbill instance, navigate to Platform Configuration > Security > KeySafe;
  • Click on the + Create New Key button;
  • On the resulting Create New Key form, choose BeyondTrust Remote Support in the Type pick list;
  • Give the BeyondTrust Remote Support KeySafe key a Title (this is the name / identifier for the BeyondTrust Remote Support account as you will see it when using the cloud automation node in your workflows);
  • Optionally populate the Description field;
  • Populate the following fields accordingly, then click the Create Key button to create your new key:
Name Type Description
Client ID string Application Client ID
Client Secret string Application Client Secret
Remote Support URL string The BeyondTrust Remote Support appliance URL
Token string Authentication Token


For information regarding the creation of your BeyondTrust Remote Support API account to retrieve and populate the above fields, please see the BeyondTrust API documentation.

Revoking Access

If at any point you wish to revoke access to any of the above accounts from your Hornbill instance, just delete the relevant KeySafe key(s) from the KeySafe list.


This will revoke the rights of any existing Cloud Automation Node in your Hornbill Workflows that are using the revoked BeyondTrust Remote Support account, so you will need to manage these workflows accordingly.

Input Parameters

Display Name ID Type Description Required Supported Values
Queue ID queue_id string The queue in which the session should be placed Yes None provided
External Key external_key string An arbitrary string that can link this session to an identifier on an external system, such as a your Service Manager Reference No None provided
Custom Fields custom_fields array The code name and value of any custom fields. These fields must first be configured in /login > Management > API Configuration No None provided
Priority priority number The priority of the session, from 1 to 3. 1 = high, 2 = medium, and 3 = low No 1, 2, 3
Skills skills array List of the code names of skills to assign to a session No None provided
TTL ttl number Time in seconds for which this key should be valid. If omitted, the maximum session key timeout set in the administrative interface will be used No None provided
URL Hostname url_hostname string Hostname to use in the URL generated for the session key. Defaults to the primary hostname for your Secure Remote Access Appliance No None provided

Output Parameters

Display Name ID Type Description
Status status string Status of the Operation
Error error string Any error returned by the operation
Expires expires string The expiry time for the Session
Queue queue string The queue in which the session resides
Short Key short_key number The short key for the session
Key URL key_url string The session key URL
Mail Subject mail_subject string The email subject line for the session
Mail Body mail_body string The email body for the session
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