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 a message using advanced query

post

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

Request

Path Parameters
  • This path parameter maps to the following field defined in the Service Requests/Messages REST resource:
    1. id: The unique identifier associated with the service request message.
  • 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
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 : 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.
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Response

Default Response

A single item response
Body ()
Root 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
Match All
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
Match All
The channel type, such a email, phone, social, and so on.
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Nested Schema : messageSubType
Match All
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
Match All
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Nested Schema : processingStatusCode
Match All
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 : __collection_context
Type: object
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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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Links
$self
Parameters:
  • serviceRequests-messages_id: $request.path.serviceRequests-messages_id
  • serviceRequests_id: $request.path.serviceRequests_id
channelType
Parameters:
  • standardLookupCodes_id: $response.body#/channelType/$id
The channel type, such a email, phone, social, and so on.
messageSubType
Parameters:
  • standardLookupCodes_id: $response.body#/messageSubType/$id
The service request message subtype.
messageType
Parameters:
  • standardLookupCodes_id: $response.body#/messageType/$id
The message type. The accepted values are Response, Customer Entry, System Note, System Response, and Internal Note.
serviceRequest
Parameters:
  • serviceRequests_id: $response.body#/serviceRequest/$id
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.
source
Parameters:
  • standardLookupCodes_id: $response.body#/source/$id
The source of the message.
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Examples

The following example shows how to create an advanced query to get a message 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/{serviceRequests-messages_id}/$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",
        "title"        
    ],
    "collection": {
        "sortBy": [{"timeUpdated": "desc"}],
        "filter":"number='\''SR0000011001'\''"
    },
    "accessors": {
        "messages": {
            "fields":["messageContent"]
        }
    }
}

Example of Response Body

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

{
    "items": [
        {
            "id": "300100122471257",
            "number": "SR0000011001",
            "title": "Request for Software Installation: Adobe Photoshop",
            "$id": "SR0000011001",
            "$context": {
                "etag": "2",
                "links": {
                    "$self": {
                        "href": "https://servername.fa.us2.oraclecloud.com/api/boss/data/objects/ora/cxServiceCore/srMgmt/v1/serviceRequests/SR0000011001"
                    }
                }
            },
            "messages": {
                "items": [
                    {
                        "messageContent": "Respond Flag-N- Child Message",
                        "$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"
                                }
                            }
                        }
                    },
                    {
                        "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
            }
        }
    ],
    "hasMore": false
}
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