Transfer activities to queue

Overview

User this API to transfer specific activities to a target queue. User must be logged in to call the API. Activities to be transferred can belong to a single case or multiple cases.

For this API to execute successfully:

  • All activities must exist in the application.
  • The activities must be of type Email, Social, Task, or Generic (i.e. user defined activity type). Calltrack, Chat, and Web type of activities cannot be transferred to a queue.
  • For Email and Social type of activities, only inbound or composed activities can be transferred.
  • The status of all activities in the request must be either "in queue waiting to be assigned" or "assigned to a user".
  • If status of an activity is "assigned to a user" then:
    • If the activity is assigned to a user other than the logged in user, activity must not be locked by the user.
    • If the activity is pinned by the user, the query parameter "unpin" must be sent with a value of "yes".
  • Activities in status "in queue waiting to be assigned" must not belong to the target queue.
  • All activities must belong to the same department as that of the queue.
  • No more than 75 activities must be sent in one request.

As part of completing this API request:

  • Any draft replies created for incoming email activities are transferred along with the original activity.

Permissions

Actor Permission
User All of the following are required:
  • The logged in user must have transfer permission on the target queue.
  • All the activities must either belong to the logged in user's home department, or to a department in which the user is a foreign user.
  • If activity is not assigned to the logged in user, the logged in user must have the permissions as required by Pick Activities API.
Client Application No additional permission required.

Licenses

Actor License
User The logged in user must have the following licenses:
  • Any User License among those mentioned in Licenses section above.
  • If activity is not assigned to the logged in user, the logged in user must have the licenses as required by Pick Activities API.
Client Application No additional licenses required.
SecurityoAuthUser or oAuthClient
Request
path Parameters
id
required
string

ID of the queue to which the activities should be transferred. This must be an existing queue.

Example: 1005
query Parameters
unpin
string

This is required to transfer activities even if they are pinned by a user. If any of the activities is pinned by a user and the "unpin" query parameter is not provided in the request, the request fails.

Value: "yes"
reassign
string

This parameter indicates whether the activities being transferred can be reassigned to the logged in user by application. If the parameter is not provided, the system does not reassign the transferred activity to the logged in user.

Value: "yes"
header Parameters
Accept
required
string
Default: application/json

Content type accepted by client.

Enum: "application/json" "application/xml"
Accept-Language
required
string
Default: en-US

Language locale accepted by client (used for locale specific fields in resource representation and in error responses).

Enum: "en-US" "es-ES" "fr-FR" "it-IT" "de-DE" "nl-NL" "pt-BR" "pt-PT" "da-DK" "ru-RU" "fr-CA" "zh-CN" "ja-JP" "ko-KR" "sv-SE"
Request Body schema: application/json

Elements required in request body

At least one "activity" element must be provided. Each "activity" element must contain the following elements:

Name Description
id ID of the activity to be transferred.
lastModified Value of last modified date of the activity .
Array of objects (Activity)
Responses
204

No Content

  • Successfully transferred the requested activities.
400

Bad Request

  • Unsupported query parameter is sent in the request.
  • Unsupported query parameter value is sent in the request.
  • Request body does not contain the required elements.
  • Unsupported element is present in the request body.
  • Any criteria for successful execution mentioned in the Overview and Request Body sections are violated.
401

Unauthorized

403

Forbidden

  • The user does not have sufficient permissions.
  • One or more activities sent in the request are locked by another user.
404

Not Found

  • Queue ID supplied in the URI doesn't exist.
406

Not Acceptable

409

Conflict

500

Internal server error

patch/activity/transfer/queue/{id}
Request samples
application/json
  • PATCH /core/casemgr/v3/activity/transfer/queue/1001
  • This example demonstrates the following:
    • Transferring a single activity to a queue.
{
  • "activity": [
    ]
}
Response samples
application/json
{
  • "code": "400-101",
  • "developerMessage": "Unsupported query parameter(s) supplied: '<query_parameter>'."
}