1. REST API for Sales and Fusion Service in Oracle Fusion Cloud Customer Experience
  2. Tasks
  3. Service Requests
  4. Service Requests v1
  5. Messages

Get all messages using advanced query

post

/api/boss/data/objects/ora/cxServiceCore/srMgmt/v1/serviceRequests/{serviceRequests_id}/messages/$query

Request

Path Parameters
  • This path parameter maps to the following field defined in the Service Requests REST resource:
    1. number: The unique number that's used to identify a service request. You can edit the service request number to a format that's best suitable to your organizational requirements.
Supported Media Types
Request Body - application/json ()
Root Schema : schema
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Nested Schema : schema
Type: object
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  • accessors
    Maps accessor names to query objects specific to corresponding accessors. Query object for each accessor supports query capabilities similar to the base.
  • fields
    Restricts the resource fields. Only the specified fields and mandatory system fields are returned.
  • subTypes
    Maps discriminator values (as defined in subtypes) to query objects specific to corresponding subtypes. Subtype-specific query objects support a subset(fields,accessors,filter) of the query capabilities when compared to the base.
Nested Schema : type
Type: object
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Nested Schema : accessors
Type: object
Maps accessor names to query objects specific to corresponding accessors. Query object for each accessor supports query capabilities similar to the base.
Nested Schema : fields
Type: array
Restricts the resource fields. Only the specified fields and mandatory system fields are returned.
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Nested Schema : subTypes
Type: object
Maps discriminator values (as defined in subtypes) to query objects specific to corresponding subtypes. Subtype-specific query objects support a subset(fields,accessors,filter) of the query capabilities when compared to the base.
Nested Schema : collection
Type: object
Defines query criteria that can be applied on a resource collection.
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  • The resource collection will be queried using the specified filter condition.
  • Restricts the number of resource items returned inside the resource collection. If the limit exceeds the resource count then the framework will only return the available resource items.
  • Defines the starting position of the resource collection. If offset exceeds the resource count then no resource items are returned.
  • Represents the privilege or action required to check for while serving a request to access a resource.
  • sortBy
    Orders a resource collection based on the specified fields.
Nested Schema : sortBy
Type: array
Orders a resource collection based on the specified fields.
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Nested Schema : items
Match One Schema
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  • Name of field based on which sorting will happen. Order is ascending.
  • type
    Object with single entry. Key must be name of field based on which sorting will happen. Value must be either asc or desc to decide the sort order.
Nested Schema : type
Type: object
Object with single entry. Key must be name of field based on which sorting will happen. Value must be either asc or desc to decide the sort order.
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Response

Default Response

An array of items response
Body ()
Root Schema : serviceRequests-messages
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Nested Schema : __collection_context
Type: object
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Nested Schema : serviceRequests-messages-allOf[1]
Type: object
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Nested Schema : items
Type: array
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Nested Schema : serviceRequests-messages_item-response
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Nested Schema : oraCxServiceCoreSrMgmt.Message_item
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Messages contain information about communication updates made to the service request. It keeps a record of messages from agents and workers.
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Nested Schema : oraCxServiceCoreSrMgmt.Message_item-fields
Type: object
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Nested Schema : Message
Type: object
Title: Message
Messages contain information about communication updates made to the service request. It keeps a record of messages from agents and workers.
Nested Schema : __busObj_context
Type: object
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Nested Schema : serviceRequests-messages_item-response-allOf[2]
Type: object
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Nested Schema : aiLogLevelCode
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Indicates the AI log level that the SR Message was captured at, such as NONE, INFO, and FINE.
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  • Title: AI Log Level Code
    Read Only: true
    Indicates the AI log level that the SR Message was captured at, such as NONE, INFO, and FINE.
  • Allowed Values: [ "ORA_SVC_FINE", "ORA_SVC_INFO", "ORA_SVC_NONE" ]
Nested Schema : channelType
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The channel type, such a email, phone, social, and so on.
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Nested Schema : messageSubType
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The service request message subtype.
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Nested Schema : messageType
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The message type. The accepted values are Response, Customer Entry, System Note, System Response, and Internal Note.
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Nested Schema : parentMessage
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Nested Schema : postedByParty
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Nested Schema : processingStatusCode
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The processing status of the message. The accepted values are Ready, Processing, Error, and Success.
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  • Title: Processing Status
    Read Only: true
    The processing status of the message. The accepted values are Ready, Processing, Error, and Success.
  • Allowed Values: [ "ORA_SVC_BATCH_READY", "ORA_SVC_ERROR", "ORA_SVC_PENDING_RETRY", "ORA_SVC_PROCESSING", "ORA_SVC_READY", "ORA_SVC_REPROCESSING", "ORA_SVC_SETUP_ERROR", "ORA_SVC_SUCCESS", "ORA_SVC_WAITING" ]
Nested Schema : serviceRequest
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The service requests resource is used to view, create, update, and delete service requests. A service request is a document to track a request from a worker for a service from the time the worker makes the request until the request is resolved.
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Nested Schema : source
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The source of the message.
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Nested Schema : statusCode
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The status of the message. The accepted values are Draft, Committed, and Corrected.
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  • Title: Status Code
    Read Only: true
    The status of the message. The accepted values are Draft, Committed, and Corrected.
  • Allowed Values: [ "ORA_SVC_DRAFT", "ORA_SVC_CORRECTED", "ORA_SVC_COMMITTED" ]
Nested Schema : visibilityCode
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The privacy level of the message. The accepted values are Internal and External. Null value indicates that the message is External.
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  • Title: Visibility Code
    Read Only: true
    The privacy level of the message. The accepted values are Internal and External. Null value indicates that the message is External.
  • Allowed Values: [ "ORA_SVC_EXTERNAL", "ORA_SVC_INTERNAL" ]
Nested Schema : oraCommonAppsInfraObjects.StandardLookupCode_item-fields
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Nested Schema : oraCommonAppsInfraObjects.StandardLookupCode_abstract-item
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Nested Schema : oraCommonAppsInfraObjects.StandardLookupCode_abstract-item-allOf[0]
Type: object
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Nested Schema : oraCommonAppsInfraObjects.LookupCode_abstract-item
Type: object
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Nested Schema : oraCommonAppsInfraObjects.StandardLookupCode_item-fields-allOf[1]
Type: object
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Nested Schema : Channel Type
Type: object
Title: Channel Type
The channel type, such a email, phone, social, and so on.
Nested Schema : owningType
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The standard lookup types list of values resource is used to query the list of standard lookup types.
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Nested Schema : oraCommonAppsInfraObjects.StandardLookupType_item-fields
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Nested Schema : oraCommonAppsInfraObjects.LookupType_abstract-item
Type: object
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Nested Schema : oraCommonAppsInfraObjects.StandardLookupType_item-fields-allOf[1]
Type: object
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Nested Schema : Standard Lookup Type
Type: object
Title: Standard Lookup Type
The standard lookup types list of values resource is used to query the list of standard lookup types.
Nested Schema : configurationLevel
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Nested Schema : restAccessSecured
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  • Read Only: true
  • Allowed Values: [ "ANON", "AUTH", "SECURE" ]
Nested Schema : taxonomyNode
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The taxonomy node list of values resource is used to query the taxonomy nodes.
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Nested Schema : oraCommonAppsInfraObjects.TaxonomyNode_item-fields
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Nested Schema : oraCommonAppsInfraObjects.TaxonomyNode_abstract-item
Type: object
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Nested Schema : oraCommonAppsInfraObjects.TaxonomyNode_item-fields-allOf[1]
Type: object
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Nested Schema : Taxonomy Node
Type: object
Title: Taxonomy Node
The taxonomy node list of values resource is used to query the taxonomy nodes.
Nested Schema : hierarchySource
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The taxonomy hierarchy represents relationships between taxonomy nodes.
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Nested Schema : moduleType
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  • Read Only: true
  • Allowed Values: [ "APPLICATION", "LBA", "PAGE", "PRODUCT_LINE", "DELIVERY_ROOT", "FAMILY" ]
Nested Schema : oraCommonAppsInfraObjects.TaxonomyHierarchy_item-fields
Type: object
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Nested Schema : Taxonomy Hierarchy
Type: object
Title: Taxonomy Hierarchy
The taxonomy hierarchy represents relationships between taxonomy nodes.
Nested Schema : sourceNode
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The taxonomy node list of values resource is used to query the taxonomy nodes.
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Nested Schema : targetNode
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The taxonomy node list of values resource is used to query the taxonomy nodes.
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Nested Schema : Taxonomy Node
Type: object
Title: Taxonomy Node
The taxonomy node list of values resource is used to query the taxonomy nodes.
Nested Schema : $context
Type: object
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Nested Schema : links
Type: object
Read Only: true
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Nested Schema : $self
Type: object
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Nested Schema : Taxonomy Node
Type: object
Title: Taxonomy Node
The taxonomy node list of values resource is used to query the taxonomy nodes.
Nested Schema : Message Subtype
Type: object
Title: Message Subtype
The service request message subtype.
Nested Schema : Message Type Code
Type: object
Title: Message Type Code
The message type. The accepted values are Response, Customer Entry, System Note, System Response, and Internal Note.
Nested Schema : Parent Message
Type: object
Title: Parent Message
Nested Schema : oraCxServiceCoreCommon.ServicePerson_item-fields
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Nested Schema : oraCxServiceCoreCommon.ServicePerson_item-fields-allOf[0]
Type: object
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Nested Schema : oraCxSalesCommonParty.Party_abstract-item
Type: object
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Nested Schema : oraCxServiceCoreCommon.ServicePerson_item-fields-allOf[2]
Type: object
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  • Title: Party ID
    The unique identifier of the party.
  • Title: Party Name
    The name of the party.
  • Title: Registry ID
    The public key generated or user-entered for a given party.
  • Indicates the status of the contact point. The status codes are defined in the lookup HZ_STATUS. The default value is A.
Nested Schema : Posted by Party
Type: object
Title: Posted by Party
Nested Schema : status
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Nested Schema : oraCxServiceCoreSrMgmt.ServiceRequest_item-fields
Type: object
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Nested Schema : Base Request
Type: object
Title: Base Request
The service requests resource is used to view, create, update, and delete service requests. A service request is a document to track a request from a worker for a service from the time the worker makes the request until the request is resolved.
Nested Schema : assigneeResource
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Nested Schema : businessUnit
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Nested Schema : category
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Nested Schema : channelType
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The channel type.
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Nested Schema : createdByParty
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Nested Schema : customer
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Nested Schema : installedBaseAsset
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The unique identifier of the associated install base asset record.
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Nested Schema : internalPriority
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The internal priority of the service request.
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Nested Schema : lastUpdatedByParty
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Nested Schema : ownerTypeCode
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The type of the service request owner. For example, customer or partner.
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  • Title: Owner Type
    Read Only: true
    The type of the service request owner. For example, customer or partner.
  • Allowed Values: [ "ORA_SVC_CUSTOMER", "ORA_SVC_PARTNER" ]
Nested Schema : primaryContact
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Nested Schema : problemType
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The problem code of the service request.
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Nested Schema : productGroup
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Nested Schema : productItem
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Nested Schema : queue
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Nested Schema : reportedByParty
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Nested Schema : resolution
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The resolution code of the service request.
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Nested Schema : resolvedByParty
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Nested Schema : resolveOutcome
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The outcome of a service request resolution.
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Nested Schema : severity
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The severity of the service request.
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Nested Schema : source
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Indicates how the service request was created.
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Nested Schema : sourceUpdatedByParty
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Nested Schema : status
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The status code of the service request.
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Nested Schema : statusType
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The status type of the service request.
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Nested Schema : transferReason
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The lookup code that indicates the transfer reason.
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Nested Schema : oraCxSalesCommonResourceMgmt.Resource_item-fields
Type: object
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Nested Schema : Assignee Resource
Type: object
Title: Assignee Resource
Nested Schema : person
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Nested Schema : oraCxSalesCommonResourceMgmt.ResourcePerson_item
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Resource Person records essential details pertaining to an individual within the resource framework.
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Nested Schema : oraCxSalesCommonResourceMgmt.ResourcePerson_item-fields
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Nested Schema : oraCxSalesCommonResourceMgmt.ResourcePerson_item-fields-allOf[0]
Type: object
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  • Title: Internal
    Read Only: true
    Default Value: false
    Indicates whether the person is an internal member of the organization. If Y, the person is an internal member. For example, employee or retired employee. If N they're an external person. For example, partner contact, supplier contact. Default value is set to N.
  • Title: Middle Name
    The middle name of the person.
  • Title: Name
    Read Only: true
    The combination of title, first, middle, last, and suffix names of the person.
Nested Schema : oraCxSalesCommonParty.Person_abstract-item
Type: object
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Nested Schema : oraCxSalesCommonResourceMgmt.ResourcePerson_item-fields-allOf[2]
Type: object
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  • Title: Comments
    The free text comments about the person.
  • Title: Do Not Call
    Indicates whether the person can be called or not. If the value is True, then the person must not be called. The default is False. A list of accepted values is defined using the lookup YES_NO.
  • Title: Do Not Contact
    Indicates whether the person can be contacted or not by phone, e-mail, or mail. If the value is True, then the person must not be contacted. The default is False. A list of accepted values is defined using the lookup YES_NO.
  • Title: Do Not Mail
    Indicates whether the person can be sent mail or not. If the value is True, then the person must not be sent mail. The default is False. A list of accepted values is defined using the lookup YES_NO.
  • Title: First Name
    First name of the person.
  • Title: Gender
    The gender of the person as identified by them. A list of accepted values are defined in the lookup HZ_GENDER.
  • Title: Person ID
    The unique identifier of the person profile.
  • Title: Job Title
    The free form text for job title of the person.
  • Title: Job Title Code
    The code given to the job title.
  • Title: Last Name
    The last name of the person.
  • Title: Preferred Contact Method
    The preferred communication method of a person. A list of accepted values is defined in the lookup HZ_PREFERRED_CONTACT_METHOD.
  • Title: Registry ID
    The alternate identifier of the contact.
  • Title: Salutation
    The phrase used to address a contact party in any correspondence.
  • Title: Prefix
    Contains titles or honorifics preceding a person's name, like Mr., Mrs., Ms., and so on. For example, Mr. in Mr. John Smith.
  • Title: Title
    A professional or family title, such as Don or The Right Honorable.
Nested Schema : Resource Person
Type: object
Title: Resource Person
Resource Person records essential details pertaining to an individual within the resource framework.
Nested Schema : gender
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Nested Schema : jobTitleCode
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  • Allowed Values: [ "ACCOUNTANT", "ACCOUNTS_PAYABLE_SPECIALIST", "ADMINISTRATOR", "ANALYST", "ARCHITECT", "ARTIST", "ASSISTANT", "ASSOCIATE", "ATTORNEY", "AUDITOR", "BROKER", "BUYER", "CEO", "CFO", "CHAIRMAN", "CIO", "CONSULTANT", "CONTRLR", "COO", "CTO", "DESIGNER", "DEVELOPER", "DIRECTOR", "EDITOR", "ENGINEER", "MANAGER", "OFFICER", "OPERATOR", "OWNER", "PARALEGAL", "PARTNER", "PHYSICIAN", "PLANNER", "PRESIDENT", "PRODUCER", "RECEPTIONIST", "REPORTER", "REPRESENTATIVE", "RESEARCHER", "STAFF", "SUPERVISOR", "TRAINER", "VICE PRESIDENT", "WRITER" ]
Nested Schema : preferredContactMethod
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Nested Schema : salutoryIntroduction
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Nested Schema : timezone
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Nested Schema : oraCommonAppsInfraObjects.Timezone_item
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The time zones list of values resource is used to query the time zones.
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Nested Schema : oraCommonAppsInfraObjects.Timezone_item-fields
Type: object
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Nested Schema : Time Zone
Type: object
Title: Time Zone
The time zones list of values resource is used to query the time zones.
Nested Schema : timezone-allOf[2]
Type: object
Nested Schema : Business Unit
Type: object
Title: Business Unit
Nested Schema : Category
Type: object
Title: Category
Nested Schema : Channel Type
Type: object
Title: Channel Type
The channel type.
Nested Schema : Created by Party
Type: object
Title: Created by Party
Nested Schema : Customer
Type: object
Title: Customer
Nested Schema : Installed Base Asset ID
Type: object
Title: Installed Base Asset ID
The unique identifier of the associated install base asset record.
Nested Schema : Internal Priority Code
Type: object
Title: Internal Priority Code
The internal priority of the service request.
Nested Schema : Last Updated by Party
Type: object
Title: Last Updated by Party
Nested Schema : Primary Contact
Type: object
Title: Primary Contact
Nested Schema : Problem Type Code
Type: object
Title: Problem Type Code
The problem code of the service request.
Nested Schema : Product Group
Type: object
Title: Product Group
Nested Schema : Product
Type: object
Title: Product
Nested Schema : Queue
Type: object
Title: Queue
Nested Schema : Reported by Party
Type: object
Title: Reported by Party
Nested Schema : Resolution Code
Type: object
Title: Resolution Code
The resolution code of the service request.
Nested Schema : Resolved by Party
Type: object
Title: Resolved by Party
Nested Schema : Outcome
Type: object
Title: Outcome
The outcome of a service request resolution.
Nested Schema : Severity Code
Type: object
Title: Severity Code
The severity of the service request.
Nested Schema : Source Code
Type: object
Title: Source Code
Indicates how the service request was created.
Nested Schema : Source Updated by Party
Type: object
Title: Source Updated by Party
Nested Schema : Status
Type: object
Title: Status
The status code of the service request.
Nested Schema : Status Type
Type: object
Title: Status Type
The status type of the service request.
Nested Schema : Transfer Reason
Type: object
Title: Transfer Reason
The lookup code that indicates the transfer reason.
Nested Schema : Source Code
Type: object
Title: Source Code
The source of the message.
Nested Schema : serviceRequests-messages-_attachments
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Nested Schema : serviceRequests-messages-_attachments-allOf[1]
Type: object
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Nested Schema : items
Type: array
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Nested Schema : serviceRequests-messages-_attachments_item-response
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Nested Schema : oraCxServiceCoreSrMgmt.MessageAttachment_item
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Message attachment contains information about files or documents attached to messages associated with a service request.
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Nested Schema : oraCxServiceCoreSrMgmt.MessageAttachment_item-fields
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Nested Schema : oraCxServiceCoreSrMgmt.MessageAttachment_item-fields-allOf[0]
Type: object
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Nested Schema : oraCommonAppsInfraAttachments.Attachment_abstract-item
Type: object
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Nested Schema : oraCxServiceCoreSrMgmt.MessageAttachment_item-fields-allOf[2]
Type: object
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Nested Schema : Service Request Message Attachment
Type: object
Title: Service Request Message Attachment
Message attachment contains information about files or documents attached to messages associated with a service request.
Nested Schema : category
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The category of the attachment.
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  • Title: Category
    Default Value: MISC
    The category of the attachment.
  • Allowed Values: [ "SVC_INLINE", "SVC_INTERNAL", "MISC" ]
Nested Schema : document
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The name of the accessor used to retrieve the document.
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Nested Schema : oraCommonAppsInfraAttachments.Document_item-fields
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Nested Schema : oraCommonAppsInfraAttachments.Document_abstract-item
Type: object
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Nested Schema : oraCommonAppsInfraAttachments.Document_item-fields-allOf[1]
Type: object
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Nested Schema : Document Accessor
Type: object
Title: Document Accessor
The name of the accessor used to retrieve the document.
Nested Schema : chunkingDirectives
Type: object
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Nested Schema : downloadParameters
Type: object
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Nested Schema : latestDocument
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The latest version of the attached document.
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Nested Schema : type
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  • Allowed Values: [ "FILE", "WEB_PAGE", "TMURI", "TEXT" ]
Nested Schema : undoCheckOutParameters
Type: object
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Nested Schema : uploadParameters
Type: object
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Nested Schema : chunkCount
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The required number of chunked files to be uploaded to the content server.
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Nested Schema : chunkSize
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The required size of each chunked file to be uploaded to the content server.
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Nested Schema : prefix
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The prefix used in the file names of the chunked files.
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  • Title: Document
    The prefix used in the file names of the chunked files.
Nested Schema : version
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The version of a file type document.
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  • Title: Version
    Read Only: true
    The version of a file type document.
Nested Schema : XFND_CERT_FP
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Nested Schema : XFND_EXPIRES
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Nested Schema : XFND_RANDOM
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Nested Schema : XFND_SCHEME_ID
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Nested Schema : XFND_SIGNATURE
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Nested Schema : Latest Document
Type: object
Title: Latest Document
The latest version of the attached document.
Nested Schema : Document
Type: object
Title: Document
Directives for customers uploading chunked files.
Nested Schema : Download Parameters
Type: object
Title: Download Parameters
Used to get the parameters required to download a file type document.
Nested Schema : Undo Check Out Parameters
Type: object
Title: Undo Check Out Parameters
Used to get the parameters required to undo the checkout of a document.
Nested Schema : Upload Parameters
Type: object
Title: Upload Parameters
Used to get the parameters required to upload a file type document.
Nested Schema : version
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The version of a file type document.
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  • Title: Version
    Read Only: true
    The version of a file type document.
Nested Schema : XFND_CERT_FP
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Nested Schema : XFND_EXPIRES
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Nested Schema : XFND_RANDOM
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Nested Schema : XFND_SCHEME_ID
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Nested Schema : XFND_SIGNATURE
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Nested Schema : XFND_CERT_FP
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Nested Schema : XFND_EXPIRES
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Nested Schema : XFND_RANDOM
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Nested Schema : XFND_SCHEME_ID
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Nested Schema : XFND_SIGNATURE
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Examples

The following example shows how to create an advanced query to get all messages by submitting a POST request on the REST resource.

cURL Command

curl -X POST --location 'https://servername.fa.us2.oraclecloud.com/api/boss/data/objects/ora/cxServiceCore/srMgmt/v1/serviceRequests/{serviceRequests_id}/messages/$query'\
--header 'Content-Type: application/json' \
--header 'Authorization: Bearer <token>
--data @request.json

Example of Request Body

The following example shows the contents of the request body in JSON format.

{
    "fields" : ["id","number","subject","messageContent"]
}

Example of Response Body

The following example shows the contents of the response body in JSON format.

{
    "items": [
        {
            "id": "300100122471262",
            "number": "CDRM_11",
            "subject": null,
            "messageContent": "The printer in the Finance Department (Model: HP LaserJet Pro) is malfunctioning. It frequently jams and sometimes fails to print documents altogether. We have tried basic troubleshooting steps like clearing paper jams and restarting the printer, but the problem persists. Please send a technician to fix the issue.",
            "$id": "300100122471262",
            "$context": {
                "etag": "1",
                "links": {
                    "$self": {
                        "href": "https://servername.fa.us2.oraclecloud.com/api/boss/data/objects/ora/cxServiceCore/srMgmt/v1/serviceRequests/SR0000011001/messages/300100122471262"
                    }
                }
            }
        },
        {
            "id": "300100122471260",
            "number": "CDRM_10",
            "subject": null,
            "messageContent": "A contact could not be associated with the SR because no contact was available with the social handle 1139536692773011.",
            "$id": "300100122471260",
            "$context": {
                "etag": "1",
                "links": {
                    "$self": {
                        "href": "https://servername.fa.us2.oraclecloud.com/api/boss/data/objects/ora/cxServiceCore/srMgmt/v1/serviceRequests/SR0000011001/messages/300100122471260"
                    }
                }
            }
        }
    ],
    "hasMore": false
}
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