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Topic

    Andy Townshend
    Update IncidentQueue Name
    Topic posted April 4, 2019 by Andy TownshendSilver Medal: 2,000+ Points, tagged Connect PHP, REST 
    64 Views, 2 Comments
    Title:
    Update IncidentQueue Name
    Summary:
    Is it possible to rename queues outside of the agent console?
    Content:

    I am looking to create a tool that allows our agents to log into and perform various configuration changes. This is to avoid giving a profile blanket access to all of the configuration permissions, but still allowing them to perform certain actions.

     

    I am able to pull a list of all our Queue names by using a RNCPHP\ROQL::query on the IncidentQueue object. However, I do not see any documentation about updating/saving to this object. 

    I have also located the same records using a REST call to /services/rest/connect/v1.4/namedIDs/incidents/queue/, but this seems to only support GET and not PATCH.

     

    Is there a way to overwrite a queue name using these or other methods?

     

    Thanks!

    Version:
    Oracle Service Cloud 18B

    Comment

     

    • Suresh Thirukoti

      I don't see Queue being updatable as most of the menu/standard LOVs under Customizable menus are not available or exposed to API. It requires changes in Agent Desktop only

      ~Suresh

    • Gursimran Singh Saini

      Maybe you can try a different solution approach.

      Say, you create a Custom Object to store Configuration Changes requested by agents.
      You can create a Menu Field which extends the standard "Incident Queues".
      A Text Field to store the requested Incident Queue Name change.
      Create a status field with values: New Change Request, Denied, In Progress, Complete

      The Administrator(s) will review the Configuration Change Requests and approve/deny them.