1. REST API for Sales and Fusion Service in Oracle Fusion Cloud Customer Experience
  2. Tasks
  3. Queues

Create a queue

post

/crmRestApi/resources/11.13.18.05/queues

Request

Header Parameters
  • If the REST API supports runtime customizations, the shape of the service may change during runtime. The REST client may isolate itself from these changes or choose to interact with the latest version of the API by specifying this header. For example: Metadata-Context:sandbox="TrackEmployeeFeature".
  • The protocol version between a REST client and service. If the client does not specify this header in the request the server will pick a default version for the API.
  • Contains one of the following values: true or false. If true, the server performs an Upsert operation instead of a Create operation. During an Upsert operation, the server attempts to find an existing resource that matches the payload. If a match is found, the server updates the existing resource instead of creating a new one. If not found or false (default), the server performs a Create operation. Note that the Upsert operation isn't supported for date-effective REST resources.
Supported Media Types
Request Body - application/json ()
Root Schema : schema
Type: object
Show Source
  • Title: Distribution
    Maximum Length: 1
    Default Value: false
    Indicates whether this queue supports advanced automated routing or manual routing. If it supports automated routing, the value is true, else the value is false. The default value is false.
  • Title: Enabled
    Maximum Length: 1
    Default Value: true
    Indicates whether the queue is enabled. If enabled, the value is true, else the value is false. The default value is true.
  • Title: External Routing
    Maximum Length: 1
    Default Value: false
    Indicates if automatic agent assignment on this queue is handled by Fusion Routing or by a third party routing system.
  • Title: External Partner
    Maximum Length: 30
    The name of the third party routing system that handles automatic agent assignment on this queue.
  • Title: Open Service Request Count
    The number of service requests in the queue with an Open status.
  • Title: Unassigned Work Items Count
    The number of Universal Work Objects in the queue.
  • Title: Original System
    Maximum Length: 255
    The reference to the original system from which the queue was imported (if imported).
  • Title: Overflow Condition Non-Real-Time Queue Length
    Default Value: 50
    The overflow policy will be applied if there are more than this number of non-real-time items waiting in the queue.
  • Title: Overflow Condition Non-Real-Time Hours in Queue
    Default Value: 2
    The overflow policy will be applied if any non-real-time item was waiting in the queue for more than this number of hours.
  • Title: Overflow Condition Real-Time Queue Length
    Default Value: 10
    The overflow policy will be applied if there are more than this number of real-time items waiting in the queue.
  • Title: Overflow Condition Real-Time Seconds in Queue
    Default Value: 20
    The overflow policy will be applied if any real-time item was waiting in the queue for more than this number of seconds.
  • Title: Overflow Enabled
    Maximum Length: 1
    Default Value: false
    Indicates if Overflow feature is enabled on this queue.
  • Title: Overflow Policy
    Maximum Length: 30
    Lookup code that indicates the Overflow policy used on this queue.
  • Overflow Queues
    Title: Overflow Queues
    The overflow queues resource is used to view, create, update, and delete an overflow queue. Overflow queues are backup queues containing alternative resources that can be made available when the currently assigned resources are unavailable, or are unable to keep up with the incoming work.
  • Title: Owner
    Maximum Length: 360
    The name of the user (resource) to whom any service requests in the queue are assigned by default. The user is responsible for further service request assignment and scheduling.
  • Title: Owner ID
    The unique identifier of the user (resource) to whom any service requests in the queue are assigned by default. The user is responsible for further service request assignment and scheduling.
  • Title: Description
    Maximum Length: 1000
    The detailed description of the queue.
  • Title: Name
    Maximum Length: 400
    The name of the queue.
  • Title: Queue Number
    Maximum Length: 30
    The public unique identifier of the queue.
  • Title: Resource Count
    The number of resources associated with the queue.
  • Queue Resource Members
    Title: Queue Resource Members
    The queue resource members resource is used to view, create, update, and delete a list of employees or partners, such as service representatives, service managers, or product managers, who can take ownership of items, such as service or knowledge authoring requests, in a queue.
  • Title: Resource Team Count
    The number of resource teams associated with the queue.
  • Queue Resource Teams
    Title: Queue Resource Teams
    The queue resource team resource is used to view, create, update, and delete a resource team assigned to a queue. Resource teams are groups of employees or partners who can take ownership of items in a queue.
  • Title: Stripe Code
    Maximum Length: 30
    Lookup code that indicates the stripe code, such as CRM or HCM.
  • Title: Used in Assignment Manager
    Maximum Length: 1
    Indicates whether this queue is used in Service Assignment Manager Rules.
Nested Schema : Overflow Queues
Type: array
Title: Overflow Queues
The overflow queues resource is used to view, create, update, and delete an overflow queue. Overflow queues are backup queues containing alternative resources that can be made available when the currently assigned resources are unavailable, or are unable to keep up with the incoming work.
Show Source
Nested Schema : Queue Resource Members
Type: array
Title: Queue Resource Members
The queue resource members resource is used to view, create, update, and delete a list of employees or partners, such as service representatives, service managers, or product managers, who can take ownership of items, such as service or knowledge authoring requests, in a queue.
Show Source
Nested Schema : Queue Resource Teams
Type: array
Title: Queue Resource Teams
The queue resource team resource is used to view, create, update, and delete a resource team assigned to a queue. Resource teams are groups of employees or partners who can take ownership of items in a queue.
Show Source
Nested Schema : schema
Type: object
Show Source
Nested Schema : queues-resourceMembers-item-post-request
Type: object
Show Source
Nested Schema : queues-resourceTeams-item-post-request
Type: object
Show Source
Nested Schema : Queue Resource Team Members
Type: array
Title: Queue Resource Team Members
The queue resource team members resource is used to view the resource team members associated with a queue resource team. Resource team members are employees or partners who can take ownership of items in a queue.
Show Source
Nested Schema : queues-resourceTeams-resourceTeamMembers-item-post-request
Type: object
Show Source
  • Title: Delete Indicator
    Maximum Length: 1
    Default Value: false
    Indicates whether the row can be deleted. Possible values are 'Y' and 'N'.
  • Title: Resource Type
    Maximum Length: 30
    Indicates the type of the resource.
  • Title: Team Id
    The unique identifier of the team.
  • Title: Team Resource Id
    The unique identifier of the resource that is a member of a team.
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Response

Supported Media Types

Default Response

The following table describes the default response for this task.
Headers
  • If the REST API supports runtime customizations, the shape of the service may change during runtime. The REST client may isolate itself from these changes or choose to interact with the latest version of the API by specifying this header. For example: Metadata-Context:sandbox="TrackEmployeeFeature".
  • The protocol version between a REST client and service. If the client does not specify this header in the request the server will pick a default version for the API.
Body ()
Root Schema : queues-item-response
Type: object
Show Source
  • Title: Distribution
    Maximum Length: 1
    Default Value: false
    Indicates whether this queue supports advanced automated routing or manual routing. If it supports automated routing, the value is true, else the value is false. The default value is false.
  • Title: Created By
    Read Only: true
    Maximum Length: 64
    The user who created the queue.
  • Title: Created
    Read Only: true
    The date and time when the queue was created.
  • Title: Can Delete
    Read Only: true
    Indicates if the queue can be deleted. The default value is true.
  • Title: Enabled
    Maximum Length: 1
    Default Value: true
    Indicates whether the queue is enabled. If enabled, the value is true, else the value is false. The default value is true.
  • Title: External Routing
    Maximum Length: 1
    Default Value: false
    Indicates if automatic agent assignment on this queue is handled by Fusion Routing or by a third party routing system.
  • Title: External Partner
    Maximum Length: 30
    The name of the third party routing system that handles automatic agent assignment on this queue.
  • Title: Last Updated Date
    Read Only: true
    The date and time when the queue was last updated.
  • Title: Last Updated By
    Read Only: true
    Maximum Length: 64
    The user who last updated the queue.
  • Title: Last Update Login
    Read Only: true
    Maximum Length: 32
    The login details of the user who last updated the queue.
  • Links
  • Title: Open Service Request Count
    The number of service requests in the queue with an Open status.
  • Title: Unassigned Work Items Count
    The number of Universal Work Objects in the queue.
  • Title: Original System
    Maximum Length: 255
    The reference to the original system from which the queue was imported (if imported).
  • Title: Overflow Condition Non-Real-Time Queue Length
    Default Value: 50
    The overflow policy will be applied if there are more than this number of non-real-time items waiting in the queue.
  • Title: Overflow Condition Non-Real-Time Hours in Queue
    Default Value: 2
    The overflow policy will be applied if any non-real-time item was waiting in the queue for more than this number of hours.
  • Title: Overflow Condition Real-Time Queue Length
    Default Value: 10
    The overflow policy will be applied if there are more than this number of real-time items waiting in the queue.
  • Title: Overflow Condition Real-Time Seconds in Queue
    Default Value: 20
    The overflow policy will be applied if any real-time item was waiting in the queue for more than this number of seconds.
  • Title: Overflow Enabled
    Maximum Length: 1
    Default Value: false
    Indicates if Overflow feature is enabled on this queue.
  • Title: Overflow Policy
    Maximum Length: 30
    Lookup code that indicates the Overflow policy used on this queue.
  • Overflow Queues
    Title: Overflow Queues
    The overflow queues resource is used to view, create, update, and delete an overflow queue. Overflow queues are backup queues containing alternative resources that can be made available when the currently assigned resources are unavailable, or are unable to keep up with the incoming work.
  • Title: Owner
    Maximum Length: 360
    The name of the user (resource) to whom any service requests in the queue are assigned by default. The user is responsible for further service request assignment and scheduling.
  • Title: Owner Party Number
    Read Only: true
    Maximum Length: 30
    The public unique identifier of the user (resource) to whom any service requests in the queue are assigned by default. The user is responsible for further service request assignment and scheduling.
  • Title: Owner ID
    The unique identifier of the user (resource) to whom any service requests in the queue are assigned by default. The user is responsible for further service request assignment and scheduling.
  • Title: Description
    Maximum Length: 1000
    The detailed description of the queue.
  • Title: Queue ID
    Read Only: true
    The unique identifier of the queue.
  • Title: Name
    Maximum Length: 400
    The name of the queue.
  • Title: Queue Number
    Maximum Length: 30
    The public unique identifier of the queue.
  • Title: Resource Count
    The number of resources associated with the queue.
  • Queue Resource Members
    Title: Queue Resource Members
    The queue resource members resource is used to view, create, update, and delete a list of employees or partners, such as service representatives, service managers, or product managers, who can take ownership of items, such as service or knowledge authoring requests, in a queue.
  • Title: Resource Team Count
    The number of resource teams associated with the queue.
  • Queue Resource Teams
    Title: Queue Resource Teams
    The queue resource team resource is used to view, create, update, and delete a resource team assigned to a queue. Resource teams are groups of employees or partners who can take ownership of items in a queue.
  • Title: Stripe Code
    Maximum Length: 30
    Lookup code that indicates the stripe code, such as CRM or HCM.
  • Title: Can Update
    Read Only: true
    Indicates whether this queue can be updated. The default value is true.
  • Title: Used in Assignment Manager
    Maximum Length: 1
    Indicates whether this queue is used in Service Assignment Manager Rules.
Nested Schema : Overflow Queues
Type: array
Title: Overflow Queues
The overflow queues resource is used to view, create, update, and delete an overflow queue. Overflow queues are backup queues containing alternative resources that can be made available when the currently assigned resources are unavailable, or are unable to keep up with the incoming work.
Show Source
Nested Schema : Queue Resource Members
Type: array
Title: Queue Resource Members
The queue resource members resource is used to view, create, update, and delete a list of employees or partners, such as service representatives, service managers, or product managers, who can take ownership of items, such as service or knowledge authoring requests, in a queue.
Show Source
Nested Schema : Queue Resource Teams
Type: array
Title: Queue Resource Teams
The queue resource team resource is used to view, create, update, and delete a resource team assigned to a queue. Resource teams are groups of employees or partners who can take ownership of items in a queue.
Show Source
Nested Schema : queues-overflowQueues-item-response
Type: object
Show Source
  • Title: Created By
    Read Only: true
    Maximum Length: 64
    The user who created the overflow queue resource.
  • Title: Creation Date
    Read Only: true
    The date and time when the overflow queue resource was created.
  • Title: Can Delete
    Read Only: true
    Indicates if the overflow queue can be deleted.
  • Title: Enabled
    Maximum Length: 1
    Default Value: true
    Indicates whether the overflow queue resource is enabled. If enabled, the value is Y, else the value is N.
  • Title: Last Updated Date
    Read Only: true
    The date and time when the overflow queue resource was last updated.
  • Title: Last Updated By
    Read Only: true
    Maximum Length: 64
    The user who last updated the overflow queue resource.
  • Title: Last Update Login
    Read Only: true
    Maximum Length: 32
    The application login associated with the user who last updated the overflow queue resource.
  • Links
  • Title: Resource Member ID
    The unique identifier of the overflow queue added as queue resource.
  • Title: Queue ResourceType
    Read Only: true
    Maximum Length: 30
    Default Value: ORA_SVC_OVERFLOW_QUEUE
    The code indicating whether the queue resource is an individual, a team, or an overflow queue.
  • Title: Overflow Queue ID
    Read Only: true
    The unique identifier of the overflow queue associated with the queue.
  • Title: Overflow Queue Name
    Read Only: true
    Maximum Length: 400
    The name of the overflow queue.
  • Title: Overflow Queue Number
    Read Only: true
    Maximum Length: 30
    The public unique identifier of the overflow queue associated with the queue.
  • Title: Overflow Queue Stripe Code
    Read Only: true
    Maximum Length: 30
    The code indicating the application context of the overflow queue.
  • Title: Priority
    The priority of the overflow queue resource.
  • Title: Queue ID
    The unique identifier of the queue.
  • Title: Queue Name
    Read Only: true
    Maximum Length: 400
    The name of the queue to which this overflow queue is associated.
  • Title: Queue Number
    Read Only: true
    Maximum Length: 30
    The public unique identifier of the queue to which this overflow queue is associated.
  • Title: Queue Resource ID
    The unique identifier of the overflow queue resource.
  • Title: Can Update
    Read Only: true
    Indicates if the overflow queue can be updated. The default value is true.
Nested Schema : queues-resourceMembers-item-response
Type: object
Show Source
  • Title: Created By
    Read Only: true
    Maximum Length: 64
    The user who added the resource as a member of the queue.
  • Title: Creation Date
    Read Only: true
    The date and time when the queue resource member was created.
  • Title: Can Delete
    Read Only: true
    Indicates if the resource member can be deleted. The default value is true.
  • Title: Email
    Read Only: true
    Maximum Length: 320
    The email address of the resource member.
  • Title: Enabled
    Maximum Length: 1
    Default Value: true
    Indicates whether the queue resource member is enabled. If enabled, the value is true, else the value is false. The default value is true.
  • Title: Phone
    Read Only: true
    The formatted phone number of the queue resource member.
  • Title: Last Updated Date
    Read Only: true
    The date and time when the queue resource member was last updated.
  • Title: Last Updated By
    Read Only: true
    Maximum Length: 64
    The user who last updated the queue resource member.
  • Title: Last Update Login
    Read Only: true
    Maximum Length: 32
    The application login associated with the user who last updated the queue resource member.
  • Links
  • Title: Resource Member ID
    The unique identifier of the individual resource added as queue resource member.
  • Title: Queue ResourceType
    Read Only: true
    Maximum Length: 30
    Default Value: ORA_SVC_RESOURCE
    The code indicating whether the resource is an individual or a team.
  • Read Only: true
    The unique identifier of the party record associated with the queue resource member.
  • Title: Name
    Read Only: true
    Maximum Length: 360
    The name of the queue resource member.
  • Read Only: true
    Maximum Length: 30
    The public unique identifier of the party record associated with the queue resource member.
  • Title: Name
    Read Only: true
    Maximum Length: 900
    The unique name of the party record associated with the queue resource member.
  • Title: Queue ID
    The unique identifier of the queue.
  • Title: Queue Name
    Read Only: true
    Maximum Length: 400
    The name of the queue to which this resource is associated.
  • Title: Queue Number
    Read Only: true
    Maximum Length: 30
    The public unique identifier of the queue to which this resource is associated.
  • Title: Queue Resource ID
    The unique identifier of the queue resource member.
  • Title: Can Update
    Read Only: true
    Indicates if the resource member can be updated. The default value is true.
Nested Schema : queues-resourceTeams-item-response
Type: object
Show Source
  • Title: Created By
    Read Only: true
    Maximum Length: 64
    The user who created the queue resource team.
  • Title: Creation Date
    Read Only: true
    The date and time when the queue resource team was created.
  • Title: Can Delete
    Read Only: true
    Indicates if the resource team can be deleted. The default value is true.
  • Title: Enabled
    Maximum Length: 1
    Default Value: true
    Indicates whether the queue resource team is enabled. If enabled, the value is true, else the value is false. The default value is true.
  • Title: Last Updated Date
    Read Only: true
    The date and time when the queue resource team was last updated.
  • Title: Last Updated By
    Read Only: true
    Maximum Length: 64
    The user who last updated the queue resource team.
  • Title: Last Update Login
    Read Only: true
    Maximum Length: 32
    The application login associated with the user who last updated the queue resource team.
  • Links
  • Title: Resource Member ID
    The unique identifier of the resource team added as queue resource member.
  • Title: Queue ResourceType
    Read Only: true
    Maximum Length: 30
    Default Value: ORA_SVC_RESOURCE_TEAM
    The code indicating whether the resource is an individual or a team.
  • Title: Queue ID
    The unique identifier of the queue.
  • Title: Queue Name
    Read Only: true
    Maximum Length: 400
    The name of the queue to which this resource team is associated.
  • Title: Queue Number
    Read Only: true
    Maximum Length: 30
    The public unique identifier of the queue to which this resource team is associated.
  • Title: Queue Resource ID
    The unique identifier of the queue resource team.
  • Queue Resource Team Members
    Title: Queue Resource Team Members
    The queue resource team members resource is used to view the resource team members associated with a queue resource team. Resource team members are employees or partners who can take ownership of items in a queue.
  • Title: Description
    Read Only: true
    Maximum Length: 80
    The description of the queue resource team.
  • Read Only: true
    The unique identifier of the queue resource team.
  • Title: Name
    Read Only: true
    Maximum Length: 30
    The name of the resource team.
  • Title: Team Number
    Read Only: true
    Maximum Length: 30
    The public unique identifier of the queue resource team.
  • Title: Can Update
    Read Only: true
    Indicates if the resource team can be updated. The default value is true.
Nested Schema : Queue Resource Team Members
Type: array
Title: Queue Resource Team Members
The queue resource team members resource is used to view the resource team members associated with a queue resource team. Resource team members are employees or partners who can take ownership of items in a queue.
Show Source
Nested Schema : queues-resourceTeams-resourceTeamMembers-item-response
Type: object
Show Source
Links
AutoRoutingLookup
Parameters:
  • finder: LookupTypeFinder%3BLookupType%3DORA_SVC_QUEUE_DISTRIBUTION_CD
The standard lookups list of values resource is used to query the list of values of standard lookups, which list the available codes and translated meanings. Standard lookups are defined in the standard lookups view and store lookup codes that support reference data sharing.
ExternalPartnerCdLookup
Parameters:
  • finder: LookupTypeFinder%3BLookupType%3DORA_SVC_ROUTING_PARTNERS_CD
The standard lookups list of values resource is used to query the list of values of standard lookups, which list the available codes and translated meanings. Standard lookups are defined in the standard lookups view and store lookup codes that support reference data sharing.
OverflowPolicyCdLookup
Parameters:
  • finder: LookupTypeFinder%3BLookupType%3DORA_SVC_OVERFLOW_POLICY_CD
The standard lookups list of values resource is used to query the list of values of standard lookups, which list the available codes and translated meanings. Standard lookups are defined in the standard lookups view and store lookup codes that support reference data sharing.
ResourcePickerLOV
A front office person. For example, sales persons or partner members can be tagged as resources.
YesNoLookup
Parameters:
  • finder: LookupTypeFinder%3BLookupType%3DYES_NO
The standard lookups list of values resource is used to query the list of values of standard lookups, which list the available codes and translated meanings. Standard lookups are defined in the standard lookups view and store lookup codes that support reference data sharing.
overflowQueues
Parameters:
  • QueueId: $request.path.QueueId
The overflow queues resource is used to view, create, update, and delete an overflow queue. Overflow queues are backup queues containing alternative resources that can be made available when the currently assigned resources are unavailable, or are unable to keep up with the incoming work.
resourceMembers
Parameters:
  • QueueId: $request.path.QueueId
The queue resource members resource is used to view, create, update, and delete a list of employees or partners, such as service representatives, service managers, or product managers, who can take ownership of items, such as service or knowledge authoring requests, in a queue.
resourceTeams
Parameters:
  • QueueId: $request.path.QueueId
The queue resource team resource is used to view, create, update, and delete a resource team assigned to a queue. Resource teams are groups of employees or partners who can take ownership of items in a queue.
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Examples

The following example shows how to create a queue by submitting a POST request on the REST resource.

Example of Request Header

The following shows an example of the request header.

POST /crmRestApi/resources/11.13.18.05/queues/

Example of Request Body

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

{
"QueueName":"QUEUE - REST API Documentation"
}

Example of Response Header

The following shows an example of the response header.

HTTP/1.1 201 OK
Date: Fri, 12 Aug 2016 14:02:50 GMT
Server: Oracle-HTTP-Server-11g
Content-Type: application/vnd.oracle.adf.resourceitem+json
Content-Language: en

Example of Response Body

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

{
		"QueueId": 300100155593045
		"CreationDate": "2016-08-12T07:03:47-07:00"
		"CreatedBy": "SALES_ADMIN"
		"LastUpdateDate": "2016-08-12T07:03:47-07:00"
		"LastUpdatedBy": "SALES_ADMIN"
		"LastUpdateLogin": "398D3B3BE66F71B4E0538F06F00A3409"
		"QueueName": "QUEUE - REST API Documentation"
		"QueueDescription": null
		"OwnerResourceId": null
		"OriginalSystemReference": "300100155593045"
		"EnabledFlag": true
		"ResourceCount": null
		"ResourceTeamCount": null
		"OpenSrCount": null
		"StripeCd": "ORA_SVC_CRM"
		"AutoRoutingFlag": false
		"ExtnQueueFuseListLayoutURL": "/cust/apps/oracle/apps/crm/service/svcMgmt/ui/fuse/queue/page/QueueFuseList/QueueFuseList_Layout1.jsff"
		"ExtnQueueFuseListLayoutDrivers": null
		"links": [6]
						0:  {
								"rel": "self"
								"href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/queues/300100155593045"
								"name": "queues"
								"kind": "item"
								"properties": {
								"changeIndicator": "ACED0005737200136A6176612E7574696C2E41727261794C6973747881D21D99C7619D03000149000473697A65787000000001770400000001737200116A6176612E6C616E672E496E746567657212E2A0A4F781873802000149000576616C7565787200106A6176612E6C616E672E4E756D62657286AC951D0B94E08B020000787200106A6176612E6C616E672E4F626A656374000000000000000000000078700000000178"
 														}
 								}
						1:  {
									"rel": "canonical"
									"href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/queues/300100155593045"
									"name": "queues"
									"kind": "item"
 								}
						2:  {
									"rel": "lov"
									"href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/queues/300100155593045/lov/AutoRoutingLookup"
									"name": "AutoRoutingLookup"
									"kind": "collection"
								}
						3:  {
									"rel": "lov"
									"href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/queues/300100155593045/lov/YesNoLookup"
									"name": "YesNoLookup"
									"kind": "collection"
								}
						4:  {
									"rel": "child"
									"href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/queues/300100155593045/child/resourceTeams"
									"name": "resourceTeams"
									"kind": "collection"
								}
						5:  {
									"rel": "child"
									"href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/queues/300100155593045/child/resourceMembers"
									"name": "resourceMembers"
									"kind": "collection"
								}
	-
}
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