Import Your Queue Data

You can use Import Management to create or update Queue records.

To import Queue records, perform the following tasks:

  1. Map your source data to Oracle Applications Cloud object attributes.

  2. Create source Comma Separated Values (CSV) file for import.

  3. Create the import activity.

  4. Review the import results.

How You Map Your Source Data to Target Object Attributes

To import your Queue data into Oracle Applications Cloud, you need to populate a CSV file with your source data and map that source data to target object attributes in Oracle Applications Cloud.

You need to do the following before creating the CSV file for data import:

  • Identify how your source data attributes map to the target object attributes in Oracle Applications Cloud.

  • Ensure prerequisite setups are done, if applicable.

  • Understand your options for uniquely identifying the records.

  • Ensure parent records exist before importing child records.

  • Identify the target object attributes that are required in the CSV file for a successful import.

Before You Start

You must do some basic checks before starting your import. For example, make sure that:

  • You have completed all the prerequisites for importing each attribute in your source data.

  • You have all parent records in place before importing child records.

Select a Unique Identifier for Your Records

All records must be unique in the application. You can use one of these to identify records:

  • Public unique identifiers: If you're creating records, then you can provide an easily understandable public unique identifier. These are, usually, denoted with 'Number' and visible in the business object's UI. PUID attributes are usually named <object> Number. If you're updating a record with a Number attribute, then use the Number attribute to identify the record. For more information about public unique identifiers, see the topic "How You Use Alternate Keys to Import Records" in Related Topics section.

  • Source system and source system reference: Source system is an identifier for the external system, and source system reference is a unique identifier within the external system. If you're importing new queues or are updating queues that have source system reference data, then provide the source system and source system reference values.

Required Attributes and Validations for Queue Object

To import data successfully into Oracle Applications Cloud, your CSV file must include the required attributes. Ensure that you provide valid values for the attributes. This table lists the required attributes for importing new Queue records, required attributes for updating Queue records, prerequisite setup tasks for the attributes, and specific validations, if any, for Queue import:

Attribute

Description

Prerequisite Setup Task/ Import Validations

Creating a Queue Record

Updating an Existing Queue Record

QueueId

The unique identifier of the queue.

No Validation

Not Required

Conditionally Required

Either the QueueId or the QueueNumber is required.

QueueName

The name of the queue.

No Validation

Required

Not Required

EnabledFlag

Contains the values, True or False. If True, the queue is enabled. If False, the queue isn't enabled. The default value is True.

No Validation

Not Required

Not Required

ExternalFlag

Indicates whether the automatic agent assignment on the queue is handled by Omnichannel Routing or by a third-party routing system.

No Validation

Not Required

Not Required

StripeCd

The lookup code that defines the stripe code such as CRM or HCM.

No Validation

Not Required

Not Required

AutoRoutingFlag

Contains the values, True or False. If True, then the queue supports automated routing. If False, then the queue supports manual routing. The default value is False.

No Validation

Not Required

Not Required

OverflowEnabledFlag

Indicates whether the Overflow feature is enabled in the queue.

No Validation

Not Required

Not Required

OwnerPartyId

The unique identifier of the user (resource) to whom any service requests in the queue are assigned. The user is responsible for further service request assignment and scheduling.

The party should exist.

Conditionally Required

Either the OwnerPartyId or the OwnerPartyNumber is required.

Conditionally Required

Either the OwnerPartyId or the OwnerPartyNumber is required.

OwnerPartyNumber

The public unique identifier of the user (resource) to whom any service requests in the queue are assigned. The user is responsible for further service request assignment and scheduling.

The party should exist.

Conditionally Required

Either the OwnerPartyId or the OwnerPartyNumber is required.

Conditionally Required

Either the OwnerPartyId or the OwnerPartyNumber is required.

QueueNumber

The public unique identifier of the queue.

No Validation

Not Required

Conditionally Required

Either the QueueId or the QueueNumber is required.

You can view the Queue object along with all its child objects and attributes in the Manage Import Objects page of the Import Management flow. You can find attribute information like type, length, description, and so on, on this page.

Create the Source CSV File

You include the data that you want to import into Sales and Fusion Service in a source CSV file.

You can use the templates available in the Import Objects UI page to create the source CSV file. To download a template:

  1. Go to Navigator > Tools > Import Management > Import Objects.

  2. Select the Queue object in the table and click Download.

You can now edit the downloaded file and provide valid values for the required attributes.

Note: For help in populating the CSV file and to avoid any issues in entering values, see the topic Potential Issues When Opening CSV Files With Excel in Related Topics section.

Create the Import Activity

After you have the CSV file ready, create an import activity to import the information. To create an import activity:

  1. Go to Navigator > Tools > Import Management > Import Queue.

  2. Click Create Import Activity in the Manage Imports page.

  3. In the Enter Import Options page, provide a name for the import activity, and select Queue from the Object drop-down list.

  4. Select the CSV file in the File Name field, and click Next.

    You would see that the source and target attributes are automatically mapped in the Map Fields page. Review and edit the mappings if required.

  5. Check the file for unmapped columns or data format issues by clicking Validate Data. Click Next.

  6. Review the import details on the Review and Submit page, and click Submit when you're ready.

Review the Import Results

Check if your import succeeded on the Manage Imports page. This page shows the status of all active, completed, and unsuccessful imports. To check the status of the import activity:

  1. Go to Navigator > Tools > Import Management > Import Queue.

  2. Click All Imports and search for the import activity that you created earlier.

  3. Check the Status column for the import activity. The import is successful if the status displays as Completed. You can drill down on the import activity to go to the Import Status page which provides the status details of the import activity.