1. REST API for Sales and Fusion Service in Oracle Fusion Cloud Customer Experience
  2. Tasks
  3. Service Requests
  4. Service Requests 11.13.18.05
  5. Messages

Get a message

get

/crmRestApi/resources/11.13.18.05/serviceRequests/{SrNumber}/child/messages/{MessageId}

Request

Path Parameters
  • The unique identifier of the service request message.
  • The unique number that is used to identify a service request. You can configure the service request number to a format that is best suitable to your organizational requirements. For example, service request may have the formats service request0000012345, service request_000_12345, 12345_00_service request, and so on depending on your requirements.
Query Parameters
  • This parameter specifies dependencies which are fields that are set before and rolled back after generating the response. Generally they are used to preview the effects of an attribute change. The fields specified in this parameter are always set in the resource instance in question. When a child resource collection is requested and the parameter is set, the fields will be set in the parent resource instance before generating the resource collection payload. The value of this query parameter is a set of dependency fields. Example: dependency=ProductId=2

    Format: <attr1>=<val1>,<attr2>=<value2>
  • When this parameter is provided, the specified children are included in the resource payload (instead of just a link). The value of this query parameter is "all" or "". More than one child can be specified using comma as a separator. Example: ?expand=Employees,Localizations. Nested children can also be provided following the format "Child.NestedChild" (Example: ?expand=Employees.Managers). If a nested child is provided (Example: Employees.Managers), the missing children will be processed implicitly. For example, "?expand=Employees.Managers" is the same as "?expand=Employees,Employees.Managers" (which will expand Employees and Managers).
  • This parameter filters the resource fields. Only the specified fields are returned, which means that if no fields are specified, no fields are returned (useful to get only the links). If an indirect child resource is provided (Example: Employees.Managers), the missing children will be processed implicitly. For example, "?fields=Employees.Managers:Empname" is the same as "?fields=;Employees:;Employees.Managers:Empname" (which will only return the "Empname" field for Managers). the value of this query parameter is a list of resource fields. The attribute can be a direct (Example: Employees) or indirect (Example: Employees.Managers) child. It cannot be combined with expand query parameter. If both are provided, only fields will be considered.

    Format: ?fields=Attribute1,Attribute2

    Format for fields in child resource: ?fields=Accessor1:Attribute1,Attribute2
  • This parameter can be used to show only certain links while accessing a singular resource or a resource collection. The parameter value format is a comma-separated list of : <link_relation>

    Example:
    self,canonical
  • The resource item payload will be filtered in order to contain only data (no links section, for example).
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.

There's no request body for this operation.

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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 : serviceRequests-messages-item-response
Type: object
Show Source
  • Title: AI Log Level Code
    Maximum Length: 30
    Default Value: ORA_SVC_NONE
    Indicates the AI log level that the SR Message was captured at, such as NONE, INFO, and FINE.
  • Attachments
    Title: Attachments
    The attachments resource is used to view, create, update, and delete attachments associated with a message. An attachment includes additional information about a message.
  • Channel Communications
    Title: Channel Communications
    The channel communications resource is used to view, create, update, and delete channel communications. Channel communication is information about the communication between support agents and their customers. For example, the type of communication information that is recorded includes message identifiers, contact identifiers, and contact point identifiers.
  • Title: Channel
    The unique identifier of the channel.
  • Title: Channel Type
    Maximum Length: 30
    The code indicating the channel type. For example, email, phone, social, and so on. A list of accepted values is defined in the lookup ORA_SVC_CHANNEL_TYPE_CD.
  • Title: Collaboration Resource
    This field is reserved for internal use only.
  • Title: Created By
    Read Only: true
    Maximum Length: 64
    The user who created the message.
  • Title: Created by Email ID
    Read Only: true
    Maximum Length: 320
    The e-mail address of the person who created the service request message.
  • Title: Created by Party ID
    Read Only: true
    Maximum Length: 80
    The unique identifier of the party of the user who created the service request message.
  • Title: Creation Date
    Read Only: true
    The date and time when the message was created.
  • Title: Can Delete
    Read Only: true
    Indicates if the message has been deleted.
  • Title: Feed Flag
    Maximum Length: 1
    Default Value: true
    Indicates whether the SR Message should be pushed to the SR Feed. Values are Y and N.
  • Title: Last Updated Date
    Read Only: true
    The date and time when the message was last updated.
  • Title: Last Updated By
    Read Only: true
    Maximum Length: 64
    The user who last updated the message.
  • Title: Last Update Login
    Read Only: true
    Maximum Length: 32
    The session login associated with the user who last updated the message.
  • Links
  • Title: Message Content
    The content of the message encoded in base 64 format. Any attachment associated with the message is not the content of the message.
  • Title: Created By
    Maximum Length: 64
    The user who created the message in the original source system. This is applicable if the service request message was imported from another system.
  • Title: Message Expand State
    Indicates the message expanding state.
  • Title: Message ID
    The unique identifier of the service request message.
  • Title: Last Updated Date
    The last updated date of the message in the original source system. This is applicable if the service request message was imported from another system.
  • Title: Last Updated By
    Maximum Length: 64
    The user who last update the message in the original source system. This is applicable if the service request message was imported from another system.
  • Title: Last Update Login
    Maximum Length: 32
    The login of the user who last update the message in the original source system. This is applicable if the service request message was imported from another system.
  • Title: Message Number
    Maximum Length: 30
    The public unique identifier of the service request message.
  • Title: Message Subtype
    Maximum Length: 30
    The service request message subtype.
  • Title: Message Type Code
    Maximum Length: 30
    The code indicating the message type. The accepted values are Response, Customer Entry, System Note, System Response, and Internal Note. A list of accepted values is defined in the lookup ORA_SVC_MESSAGE_TYPE_CD.
  • Title: Network
    Read Only: true
    Maximum Length: 30
    The code indicating the social network of the post. For example, Facebook, Twitter. A list of accepted values is defined in the lookup HZ_INSTANT_MESSENGER_TYPE.
  • Title: Notification Processing Status Code
    Maximum Length: 30
    The code indicating the status of the response notification. For example, Error, Success. A list of accepted values is defined in the lookup ORA_SVC_MESSAGE_PROCESS_CD.
  • Title: Notification Retry Count
    The number of times the system tried to send the SR message notification.
  • Title: Object ID
    The unique identifier of the object. Depending on the object type, indicates the service request id or the service request message id associated with the channel communication.
  • Title: Object Type Code
    Maximum Length: 30
    Default Value: SVC_SR_MESSAGES
    This field is reserved for internal use only.
  • Title: Original System
    Maximum Length: 255
    The identifier of the message record in the original source system from where the message was imported. This is applicable if the service request message was imported from another system.
  • Title: Origination Date
    The date the message was created in the original source system. This is applicable if the service request message was imported from another system.
  • Title: Parent Message ID
    The unique identifier of the parent service request message.
  • Title: Posted By
    Read Only: true
    Maximum Length: 360
    The Party name of the user who the posted the message. The user can be an internal resource or a customer contact.
  • Title: Posted by ID
    The unique identifier of the user who the posted the message. The user can be an internal resource or a customer contact.
  • Title: Posted by Party Number
    Read Only: true
    Maximum Length: 30
    The public unique identifier of the person posting the message on the service request.
  • Title: Contains PII Data
    Maximum Length: 1
    Indicates whether the message contains personally identifiable information.
  • Title: Processing ID
    Read Only: true
    The unique identifier of the processing.
  • Title: Processing Status
    Maximum Length: 30
    Default Value: ORA_SVC_READY
    The code indicating the processing status of the message. The accepted values are Ready, Processing, Error, and Success.A list of accepted values is defined in the lookup ORA_SVC_MESSAGE_PROCESS_CD .
  • Title: Reply to Message ID
    Read Only: true
    The unique identifier of the message that is being replied to by the agent.
  • Title: Rich Text
    Maximum Length: 1
    Default Value: true
    Indicates whether the message content is in rich text format. If the format is rich text, then the value is Y, else the value is N.
  • Title: Root Message Identifier
    Read Only: true
    The identifier of the root message in the message hierarchy.
  • Title: Root Message Thread Count
    Read Only: true
    The number of messages under a root message in a service request.
  • Title: Root Message Thread Last Updated Date
    Read Only: true
    The latest updated date for all messages under the root message in a service request.
  • Title: Root Thread Message Last Updated Date
    Read Only: true
    The date when all messages under the root message in a service request were last updated.
  • Title: Sent Date
    The date and time when the message was sent.
  • Title: Private Message
    Maximum Length: 1
    Indicates whether the message was created from a private social post.
  • Title: Source Code
    Maximum Length: 30
    The code indicating the source of the message. For example, Agent UI, Customer UI, and API. A list of accepted values is defined in the lookup ORA_SVC_SOURCE_CD.
  • Title: Service Request Business Unit
    Read Only: true
    The identifier of the business unit associated with the service request.
  • Title: Service Request ID
    The unique identifier of the service request to which the message is associated.
  • Title: Inline Attachment Identifiers
    Maximum Length: 1000
    The list of inline attachment identifiers associated with the service request
  • Title: Service Request Number
    Maximum Length: 30
    The public unique number of the a service request.
  • Title: Service Request Application Stripe
    Read Only: true
    Maximum Length: 30
    The application stripe of the service request.
  • Title: Status Code
    Maximum Length: 30
    The code indicating the status of the message. The accepted values are Draft, Committed, and Corrected.
  • Title: Subject
    Maximum Length: 1000
    The subject of the service request message.
  • Title: Template Name
    Maximum Length: 240
    The name of the template used to send an email response to a customer.
  • Title: Thread Count
    Read Only: true
    The number of threads in a service request message.
  • Title: Thread Hierarchy Level
    Read Only: true
    The level of the thread in the message hierarchy.
  • Title: Thread Identifier
    Read Only: true
    The unique ID of the service request message thread.
  • Title: Thread Last Updated Date
    Read Only: true
    The date when the message was last updated.
  • Title: Thread Message Last Updated Date
    Read Only: true
    The date when the thread message was last updated.
  • Title: Can Update
    Read Only: true
    Indicates if the message has been updated.
  • Title: Visibility Code
    Maximum Length: 30
    The code indicating the privacy level of the message. The accepted values are Internal and External. Null value indicates that the message is External. A list of accepted values is defined in the lookup ORA_SVC_MESSAGE_VISIBILITY_CD.
Nested Schema : Attachments
Type: array
Title: Attachments
The attachments resource is used to view, create, update, and delete attachments associated with a message. An attachment includes additional information about a message.
Show Source
Nested Schema : Channel Communications
Type: array
Title: Channel Communications
The channel communications resource is used to view, create, update, and delete channel communications. Channel communication is information about the communication between support agents and their customers. For example, the type of communication information that is recorded includes message identifiers, contact identifiers, and contact point identifiers.
Show Source
Nested Schema : serviceRequests-messages-Attachment-item-response
Type: object
Show Source
Nested Schema : AttachmentsDFFVL
Type: array
Show Source
Nested Schema : Attachments Preview
Type: array
Title: Attachments Preview
The attachments preview resource is used to preview the attachment pages.
Show Source
Nested Schema : serviceRequests-messages-Attachment-AttachmentsDFFVL-item-response
Type: object
Show Source
Nested Schema : serviceRequests-messages-Attachment-AttachmentsPreview-item-response
Type: object
Show Source
Nested Schema : serviceRequests-messages-channelCommunication-item-response
Type: object
Show Source
  • Title: Account Name
    Read Only: true
    Maximum Length: 400
    The account name associated with the channel. For example, for email, an account name would be the inbound mailbox for support like support@abc.com.
  • Title: Display Name
    Maximum Length: 400
    The display name of the channel.
  • Title: Channel ID
    The unique identifier of the channel.
  • Title: Channel Short Name
    Maximum Length: 450
    The public unique identifier of the channel.
  • Title: Channel Type
    Read Only: true
    Maximum Length: 30
    The code indicating the channel type. For example, email, phone, social, and so on. A list of accepted values is defined in the lookup ORA_SVC_CHANNEL_TYPE_CD.
  • Title: Collaboration ID
    Read Only: true
    Maximum Length: 255
    The unique identifier of the collaboration network user in the corresponding network. An example of this is the slack user Id. of a user.
  • Title: Resource Name
    Read Only: true
    Maximum Length: 400
    The user name of the external user on the collaboration network.
  • Title: Collaboration Resource Identifier
    The unique identifier of the collaboration network user that the internal users are communicating with.
  • Title: Contact Point ID
    The unique identifier of the contact point record of the contact who is being communicated with. A contact point is a contact's identifier for a specific channel of communication. For example, the contact point for the email channel would be an email address and the contact point of a person for twitter would be the twitter handle.
  • Title: Created By
    Read Only: true
    Maximum Length: 64
    The user who created the communication channel.
  • Title: Creation Date
    Read Only: true
    The date and time when the communication channel was created.
  • Title: Inbound Message Object Identifier
    The unique identifier of the inbound object that resulted in the creation of the service request message.
  • Title: Last Updated Date
    Read Only: true
    The date and time when the communication channel was last updated.
  • Title: Updated By
    Read Only: true
    Maximum Length: 64
    The user who last updated the communication channel.
  • Title: Update Login
    Read Only: true
    Maximum Length: 32
    The session login associated to the user who last updated the communication channel.
  • Links
  • Title: Message Number
    Read Only: true
    Maximum Length: 30
    The public unique identifier of the service request message.
  • Title: Network
    Read Only: true
    Maximum Length: 30
    The code indicating the social network of the post. For example, Facebook, Twitter. A list of accepted values is defined in the lookup HZ_INSTANT_MESSENGER_TYPE.
  • Title: Object ID
    The unique identifier of the object. Depending on the object type, indicates the service request id or the service request message id associated with the channel communication.
  • Title: Object Type
    Read Only: true
    Maximum Length: 30
    Default Value: SVC_SR_MESSAGES
    The code indicating whether the channel communication record is associated to the service request or the service request message. A list of accepted values is defined in the lookup ORA_SVC_CHANNEL_OBJECT_TYPE_CD.
  • Title: Party ID
    The unique party identifier of the person who is being communicated with.
  • Title: Party Name
    Read Only: true
    Maximum Length: 360
    The party name of the person who is being communicated with. The user can be an internal resource or a customer contact.
  • Title: Party Number
    Read Only: true
    Maximum Length: 30
    The public unique identifier of the contact associated with the service request message.
  • Title: Party Endpoint
    Maximum Length: 1000
    The endpoint used to communicate with the Party_ID owner. For example, email address, phone number, and so on. When Party_ID is NULL and PartyViaEndPoint is not NULL, the endpoint belongs to an adhoc party.
  • Title: Person ID
    The unique identifier of the person who is a contact on the service request.
  • Title: Post Identifier
    Maximum Length: 1000
    The unique identifier of the social media post record that was used to create the service request or the service request message.
  • Title: Resource ID
    Read Only: true
    The unique identifier of the resource associated with the service request. This is a foreign key that can identify the collaboration network user the internal users are communicating with.
  • Title: Resource Type
    Read Only: true
    Maximum Length: 30
    The code indicating the type of the collaborative network user, such as USER, PUBLIC_CHANNEL, or PRIVATE_CHANNEL. A list of accepted values is defined in the lookup ORA_SVC_COLLAB_RES_TYPE_CD.
  • Title: Routing Code
    Maximum Length: 30
    The code indicating how the message was routed through the endpoint. For example, if the endpoint is email address the field indicates if the recipient was a TO, a CC, or a BCC recipient. A list of accepted values is defined in the lookup ORA_SVC_CHANNEL_ROUTING_CD.
  • Title: ID
    Read Only: true
    The unique identifier of the channel communication.
Links
AILogLevelLookupPVO
Parameters:
  • finder: LookupTypeFinder%3BLookupType%3DORA_SVC_AI_LOG_LEVELS
The list of valid values for the AI log level Code.
Attachment
Parameters:
  • MessageId: $request.path.MessageId
  • SrNumber: $request.path.SrNumber
The attachments resource is used to view, create, update, and delete attachments associated with a message. An attachment includes additional information about a message.
ChannelLOV
Parameters:
  • finder: EnabledChannelByBUAndStripeAndTypeFinder%3BChannelTypeCd%3D{ChannelTypeCd}%2CStripeCd%3D{SrStripeCd}%2CBUOrgId%3D{SrBUOrgId}
The list of values for service channels.
ChannelTypeCdLookup
Parameters:
  • finder: IsInteractiveFinder
The list of values for the channel types in the application such as email, phone, social, and so on.
CollabResourceLOV
The list of values for the external collaboration network resource.
FeedFlagLookupPVO
Parameters:
  • finder: LookupTypeFinder%3BLookupType%3DYES_NO
The list of valid values for feed flag.
MessageSubTypeCdLookup
Parameters:
  • finder: LookupTypeFinder%3BLookupType%3DORA_SVC_MESSAGE_SUB_TYPE_CD
The list of values indicating the SR message subtypes.
MessageTypeCdLookup
Parameters:
  • finder: LookupTypeFinder%3BLookupType%3DORA_SVC_MESSAGE_TYPE_CD
The list of values for the message type such as Response, Customer Entry, System Note, System Response, and Internal Note.
NetworkTypeLOV
Parameters:
  • finder: LookupTypeFinder%3BLookupType%3DHZ_INSTANT_MESSENGER_TYPE
The list of values for the social networks.
SourceCdLookup
Parameters:
  • finder: LookupTypeFinder%3BLookupType%3DORA_SVC_SOURCE_CD
The list of values for the source of the message such as Agent UI, Customer UI, and API.
StatusCdLookup
Parameters:
  • finder: LookupTypeFinder%3BLookupType%3DORA_SVC_MESSAGE_STATUS_CD
The list of values for the status of the message such as Draft, Committed, and Corrected.
VisibilityCdLookup
Parameters:
  • finder: LookupTypeFinder%3BLookupType%3DORA_SVC_MESSAGE_VISIBILITY_CD
The list of values for the privacy level of the message such as Internal and External.
channelCommunication
Parameters:
  • MessageId: $request.path.MessageId
  • SrNumber: $request.path.SrNumber
The channel communications resource is used to view, create, update, and delete channel communications. Channel communication is information about the communication between support agents and their customers. For example, the type of communication information that is recorded includes message identifiers, contact identifiers, and contact point identifiers.
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Examples

The following example shows how to get information on a particular message by submitting a GET request on the REST resource.

Example of Request Header

The following shows an example of the request header.

GET /crmRestApi/resources/11.13.18.05/serviceRequests/SR0000066002/child/messages/300100092156946

Example of Response Header

The following shows an example of the response header.

HTTP/1.1 200 OK
Date: Wed, 20 Sep 2016 11:40:50 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.

{
  "MessageId": 300100092156946,
  "CreationDate": "2016-09-08T03:55:05-07:00",
  "CreatedBy": "SALES_REPRESENTATIVE",
  "LastUpdateDate": "2016-09-08T03:55:10-07:00",
  "LastUpdatedBy": "SALES_REPRESENTATIVE",
  "LastUpdateLogin": "3BFA3959A2B535C9E053780CF10A6512",
  "SrId": 300100092156941,
  "MessageTypeCd": "ORA_SVC_INTERNAL_NOTE",
  "ChannelTypeCd": null,
  "ChannelId": null,
  "PostedByPartyId": 100010032635399,
  "RichTextFlag": true,
  "SourceCd": null,
  "StatusCd": "ORA_SVC_COMMITTED",
  "ProcessingStatusCd": "ORA_SVC_READY",
  "VisibilityCd": "ORA_SVC_INTERNAL",
  "SentDate": null,
  "OriginationDate": "2016-09-08T03:55:05-07:00",
  "MessageCreatedBy": "SALES_REPRESENTATIVE",
  "MessageLastUpdateDate": "2016-09-08T03:55:05-07:00",
  "MessageLastUpdatedBy": "SALES_REPRESENTATIVE",
  "MessageLastUpdateLogin": "3BFA3959A2B535C9E053780CF10A6512",
  "OriginalSystemReference": null,
  "PartyName": "Dan Foreman",
  "links": [
    {
      "rel": "self",
      "href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/serviceRequests/SR0000066002/child/messages/300100092156946",
      "name": "messages",
      "kind": "item",
      "properties": {
        "changeIndicator": "ACED0005737200136A6176612E7574696C2E41727261794C6973747881D21D99C7619D03000149000473697A65787000000001770400000002737200116A6176612E6C616E672E496E746567657212E2A0A4F781873802000149000576616C7565787200106A6176612E6C616E672E4E756D62657286AC951D0B94E08B020000787200106A6176612E6C616E672E4F626A656374000000000000000000000078700000000178"
      }
    },
    {
      "rel": "canonical",
      "href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/serviceRequests/SR0000066002/child/messages/300100092156946",
      "name": "messages",
      "kind": "item"
    },
    {
      "rel": "parent",
      "href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/serviceRequests/SR0000066002",
      "name": "serviceRequests",
      "kind": "item"
    },
    {
      "rel": "lov",
      "href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/serviceRequests/SR0000066002/child/messages/300100092156946/lov/SourceCdLookup",
      "name": "SourceCdLookup",
      "kind": "collection"
    },
    {
      "rel": "lov",
      "href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/serviceRequests/SR0000066002/child/messages/300100092156946/lov/MessageTypeCdLookup",
      "name": "MessageTypeCdLookup",
      "kind": "collection"
    },
    {
      "rel": "lov",
      "href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/serviceRequests/SR0000066002/child/messages/300100092156946/lov/StatusCdLookup",
      "name": "StatusCdLookup",
      "kind": "collection"
    },
    {
      "rel": "lov",
      "href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/serviceRequests/SR0000066002/child/messages/300100092156946/lov/VisibilityCdLookup",
      "name": "VisibilityCdLookup",
      "kind": "collection"
    },
    {
      "rel": "lov",
      "href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/serviceRequests/SR0000066002/child/messages/300100092156946/lov/ChannelTypeCdLookup",
      "name": "ChannelTypeCdLookup",
      "kind": "collection"
    },
    {
      "rel": "child",
      "href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/serviceRequests/SR0000066002/child/messages/300100092156946/child/Attachment",
      "name": "Attachment",
      "kind": "collection"
    },
    {
      "rel": "child",
      "href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/serviceRequests/SR0000066002/child/messages/300100092156946/child/channelCommunication",
      "name": "channelCommunication",
      "kind": "collection"
    },
    {
      "rel": "enclosure",
      "href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/serviceRequests/SR0000066002/child/messages/300100092156946/enclosure/MessageContent",
      "name": "MessageContent",
      "kind": "other"
    }
  ]
}
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