Search Results execute_next_work_proc

Overview

IEU_NEXT_WORK_IEUSCPOP is an internal Oracle E-Business Suite package body owned by the APPS schema that implements the "Next Work" routing logic for the Interaction/Universal Work Queue (UWQ) infrastructure. The package identifies, selects, and returns the next work item that should be presented to a resource (an agent or a support group) based on distribution status, ownership, assignment, priority, and scheduling criteria. It is classified under the ETRM "OTHER" API classification, meaning it is not a formally published public API but is instead an internal implementation unit consumed by UWQ and Interaction Center components. The $Header comment (IEUGNWDB.pls, version 115.6) indicates it is a long-standing, low-change module, and the 12.1.1 and 12.2.2 code lines are essentially unchanged in behavior. The name suffix "IEUSCPOP" reflects its generation from the Interaction Center/UWQ code family.

Key Procedures and Functions

• EXECUTE_NEXT_WORK_PROC — The primary routine. It accepts a resource identifier, a string list of work source (WS_ID) identifiers, and a display count, and returns a collection of work item records (IEU_WR_ITEM_DATA) through an IN OUT NOCOPY parameter. Internally, it assembles a dynamic SQL statement against IEU_UWQM_ITEMS, using a FIRST_ROWS hint and ordering by priority level and due date so that the highest-priority, earliest-due items surface first. The routine opens a strongly typed cursor and fetches rows into the caller's collection, populating it up to the requested display count.
• WORK_SOURCE_PROFILE_ENABLED — A supporting routine used to determine whether a given work source is enabled for the current resource profile. It is used to filter which work sources participate in the "next work" selection before the driving query is issued, ensuring that disabled sources do not appear in results.

Tables Accessed

• IEU_UWQM_ITEMS — The central work queue table. The package reads WORK_ITEM_ID, WORKITEM_OBJ_CODE, WORKITEM_PK_ID, PRIORITY_LEVEL, DUE_DATE, OWNER_ID, OWNER_TYPE_ACTUAL, ASSIGNEE_ID, ASSIGNEE_TYPE_ACTUAL, SOURCE_OBJECT_TYPE_CODE, RESCHEDULE_TIME, WS_ID, DISTRIBUTION_STATUS_ID, and WORK_ITEM_NUMBER. It filters on STATUS_ID = 0 (open), RESCHEDULE_TIME <= SYSDATE, and membership in the supplied WS_ID list.
• JTF_RS_GROUP_MEMBERS — Accessed in a correlated subquery to expand group ownership: a resource can receive work distributed to any group of which it is a member (excluding rows flagged with a delete flag of 'N'/'Y' logic), so group-assigned work items are visible to the individual agent.

Usage Notes

IEU_NEXT_WORK_IEUSCPOP is invoked from UWQ-driven agent interfaces and Interaction Center pages where the user requests the "next work item" action, for example the Next Work button in an agent dashboard. Because it returns a bounded collection sized by the display count, callers typically pass a small number (often one) so that a single item is advanced into the agent's active work area. The two-branch WHERE clause is significant: it either returns group-owned items in an unclaimed distribution state (distribution_status_id = 1, owner_type = 'RS_GROUP') or individually assigned items awaiting action (distribution_status_id = 3, assignee_type = 'RS_INDIVIDUAL'). Only items whose reschedule time has elapsed are eligible. The package is not referenced by any other documented package and exposes no public API contract; customizations should treat it as internal. The reliable hook for extensions is via profile options and work source configuration rather than direct modification of the package body. Since the underlying selection is dynamic SQL built from the resource id and work source list, the affected row set scales with queue size, making the FIRST_ROWS hint and the priority/due-date ordering important for responsiveness.