Posted: 10 Oct 2017 9:48 EDT Last activity: 12 Oct 2017 11:47 EDT
Requeue to an Agent
Is there any out of the box method or activity to Requeue a Queue item that doesn't use the "Queue-for-agent" method? I want to avoid using the Queue-For-Agent method again because that creates another instance of the class "System-Queue-DefaultEntry", and since I would already have the Queue item instance that I want to requeue on my activity, it wouldn't be necessary.
If you check the generated JAVA of activity with Queue-For-Agent, you'll see what API is getting called. First a Queue page is getting created which is then passed to the following API to queue the queue page.
So let me get this clear. Your suggested approach would be something along these lines:
1) Create a Java step (instead of the "Queue-For-Agent" step).
2) Use the "Queue-For-Agent" API on that Java step.
My only question with this approach is how do I know what exactly to send to the API and where can I look into that with more detail, I was looking for that on the "Help-> APIs -> Engine..." inside Designer Studio but I couldn't find it :)
To get the details of the API in detail, go to Resources>Engine API.
In the page that opened, search for PRQueueManager Class, this class must contain two functions enqueue and enqueueDeferred, please go through those two functions. These two functions will give you the output you need.
I have attached the function details of enqueue for your reference.
On a side note, click on view java from actions of the activity(that contains queue-for-agent), the java shown would contain all the information of how to call this API.