Search Results ieu_uwq_get_next_work_pvt




Overview
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Overview

IEU_FRM_PVT is a private PL/SQL package in the APPS schema belonging to Oracle's Interaction and Escalation Utilities (IEU) module, part of the Oracle TeleService and Advanced Service foundation within Oracle E-Business Suite. The package forms part of the framework layer supporting the Universal Work Queue (UWQ), the mechanism through which service agents are presented with prioritized lists of work items, such as service requests, tasks, and interactions. Its classification as a PVT (private) package indicates that it is not intended as a public integration API; instead, it exposes internal utility logic consumed by higher-level public packages and view components within the same functional family. In ETRM 12.2.2 the package carries a VALID status and depends only on the SYS-owned STANDARD package, indicating a lightweight footprint that manipulates PL/SQL collections and scalar values rather than performing heavy database DML directly. The same object is present in 12.1.1 and 12.2.2, and the documented metadata is consistent across both releases.

Key Procedures and Functions

The ETRM metadata documents two package-level units:

  • UWQ_GET_MEDIA_FUNC — Returns the media-related function or value used by the Universal Work Queue framework when classifying or presenting a work item. It supplies the framework with the media indicator associated with a UWQ node or work item so that the corresponding action or interaction channel can be resolved.
  • UWQ_GET_ACTION_FUNC — Returns the action-related function or value used by the UWQ framework when determining the action to be applied to a selected work item. It provides the framework with the action identifier required to launch or route the agent to the appropriate destination.

Parameter lists are not exposed in the documented metadata and are therefore not reproduced here. Both units are helper routines designed to centralize the resolution of navigation metadata consumed by the UWQ runtime.

Tables Accessed

The only documented table reference is PLITBLM, accessed through an APPS synonym. PLITBLM is a standard Oracle-supplied PL/SQL table of VARCHAR2 used for storing and passing lists of values between procedures, commonly as a substitute for a database table where only in-memory collections are required. In the context of IEU_FRM_PVT, this reference is consistent with the package's role of returning and manipulating media and action identifiers as collection or scalar values rather than persisting business data. No business tables are documented as being read or written by this package, which reinforces its role as a pure framework utility.

Usage Notes

IEU_FRM_PVT is not intended for direct invocation by custom code or concurrent programs. It is referenced internally by six packages within the IEU and TeleService stack, including IEU_UWQ_GET_NEXT_WORK_PVT, IEU_WR_PUB, SR_UWQ_INTEG, and CSZ_SERVICEREQUEST_UTIL_PVT. The user's search term, IEU_UWQ_GET_NEXT_WORK_PVT, identifies one of these dependent packages: it is the UWQ component responsible for retrieving the next work item for an agent, and it consumes the media and action helpers exposed by IEU_FRM_PVT to determine how that work item should be presented and acted upon. Typical invocation therefore occurs at runtime when an agent opens, refreshes, or advances through a work queue in the Service responsibility, or when a service request integration routine resolves a UWQ action. Because the package depends solely on STANDARD and is classified as private, it should be treated as internal Oracle code, and customizations should be avoided. Any changes to UWQ behavior are more appropriately implemented through the public APIs of the dependent packages or through supported UWQ configuration. The package is valid in both 12.1.1 and 12.2.2, and no version-specific divergence is documented.