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Overview
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Overview

IEU_UWQ_GET_NEXT_WORK_PVT is an internal (private) PL/SQL package within the Oracle E-Business Suite Universal Work Queue (UWQ) framework, part of the Interaction Enabler/Telephony Manager (IEU) product family. Its primary business function is to retrieve the next eligible work item for a resource — an agent, a group, or a queue — based on configured work sources, selection enumerators, priority rules, and distribution logic. In the context of a user searching for "how to get to the last work with pi," this package is the backend engine that drives the "Get Next Work" and worklist navigation behavior exposed in UWQ-enabled forms and the iSupport/Agent Dashboard. Although classified as PVT (private), meaning it is not a supported public API, it is heavily referenced by other packages and is central to how work items move from a queue to an agent's active work list. The package is defined with AUTHID CURRENT_USER, so it executes with the privileges of the calling schema, typically APPS.

Key Procedures and Functions

The package exposes thirteen documented procedures and functions that together implement the UWQ work-retrieval and distribution lifecycle:

Tables Accessed

The package reads and writes several UWQ and shared EBS tables via APPS synonyms. IEU_UWQM_ITEMS is the central work item store; IEU_UWQM_WORK_SOURCES_B defines work sources and their queries; IEU_UWQM_PRIORITIES_B and IEU_UWQM_PRIORITIES_TL supply priority levels and translated priority text; IEU_UWQM_WS_ASSCT_PROPS holds work-source property associations used to build the dynamic WHERE clause; IEU_UWQ_SEL_ENUMERATORS defines selection enumerators; JTF_RS_GROUP_MEMBERS resolves group membership for distribution; and JTF_OBJECTS_B stores object metadata. DBMS_SQL, DBMS_UTILITY, and PLITBLM are used for dynamic SQL execution and PL/SQL table manipulation.

Usage Notes

IEU_UWQ_GET_NEXT_WORK_PVT is invoked indirectly through UWQ UI components — the Universal Work Queue forms, the Agent Dashboard, and iSupport — rather than called directly. It is referenced by four other packages, which chain it into the broader work management flow. Customers attempting to reach "the last work with pi" should not call this PVT package directly; the supported path is through the UWQ user interface, where queue selection, priority, and enumerator options determine which item is returned. Direct custom invocation is possible but unsupported, since the AUTHID CURRENT_USER model and internal record types may change between 12.1.1 and 12.2.2.