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QueueItem Entity Reference

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

A specific item in a queue, such as a case record or an activity record.

Messages

Message Web API Operation SDK Assembly
AddToQueue AddToQueue Action AddToQueueRequest
Create POST [org URI]/api/data/v9.0/queueitems
See Create		 CreateRequest or
Create
Delete DELETE [org URI]/api/data/v9.0/queueitems(queueitemid)
See Delete		 DeleteRequest or
Delete
PickFromQueue PickFromQueue Action PickFromQueueRequest
ReleaseToQueue ReleaseToQueue Action ReleaseToQueueRequest
RemoveFromQueue RemoveFromQueue Action RemoveFromQueueRequest
Retrieve GET [org URI]/api/data/v9.0/queueitems(queueitemid)
See Retrieve		 RetrieveRequest or
Retrieve
RetrieveMultiple GET [org URI]/api/data/v9.0/queueitems
See Query Data		 RetrieveMultipleRequest or
RetrieveMultiple
RouteTo RouteTo Action RouteToRequest
SetState PATCH [org URI]/api/data/v9.0/queueitems(queueitemid)
Update statecode and statuscode properties.		 SetStateRequest
Update PATCH [org URI]/api/data/v9.0/queueitems(queueitemid)
See Update		 UpdateRequest or
Update

Entity Properties

Property Value
CollectionSchemaName QueueItems
DisplayCollectionName Queue Items
DisplayName Queue Item
EntitySetName queueitems
IsBPFEntity False
LogicalCollectionName queueitems
LogicalName queueitem
OwnershipType None
PrimaryIdAttribute queueitemid
PrimaryNameAttribute title
SchemaName QueueItem

Writable attributes

These attributes return true for either IsValidForCreate or IsValidForUpdate (usually both). Listed by SchemaName.

ImportSequenceNumber

Property Value
Description Unique identifier of the data import or data migration that created this record.
DisplayName Import Sequence Number
Format None
IsValidForForm False
IsValidForRead True
IsValidForUpdate False
LogicalName importsequencenumber
MaxValue 2147483647
MinValue -2147483648
RequiredLevel None
Type Integer

msdyn_liveworkstreamid

Added by: Dynamics 365 UR OmnichanelBase Dependency Solution

Property Value
Description Liveworkstream this queue item belongs to
DisplayName Live workstream
IsValidForForm True
IsValidForRead True
LogicalName msdyn_liveworkstreamid
RequiredLevel None
Targets msdyn_liveworkstream
Type Lookup

ObjectId

Property Value
Description Choose the activity, case, or article assigned to the queue.
DisplayName Object
IsValidForForm True
IsValidForRead True
IsValidForUpdate False
LogicalName objectid
RequiredLevel ApplicationRequired
Targets activitypointer,adx_alertsubscription,adx_inviteredemption,adx_portalcomment,appointment,bulkoperation,campaignactivity,campaignresponse,email,fax,incident,knowledgearticle,lead,letter,msdyn_bookingalert,msdyn_iotalert,msdyn_knowledgearticletemplate,msdyn_liveconversation,msdyn_ocliveworkitem,msdyn_ocoutboundmessage,msdyn_ocsession,msdyn_timegroup,msdyn_timegroupdetail,msfp_alert,msfp_surveyinvite,msfp_surveyresponse,phonecall,recurringappointmentmaster,serviceappointment,socialactivity,task
Type Lookup

ObjectIdTypeCode

Property Value
Description
DisplayName Regarding Object Type
IsValidForForm False
IsValidForRead True
IsValidForUpdate False
LogicalName objectidtypecode
RequiredLevel None
Type EntityName

OverriddenCreatedOn

Property Value
DateTimeBehavior UserLocal
Description Date and time that the record was migrated.
DisplayName Record Created On
Format DateOnly
IsValidForForm False
IsValidForRead True
IsValidForUpdate False
LogicalName overriddencreatedon
RequiredLevel None
Type DateTime

Priority

Property Value
Description Priority of the queue item.
DisplayName Priority
Format None
IsValidForForm False
IsValidForRead True
LogicalName priority
MaxValue 1000000000
MinValue 0
RequiredLevel None
Type Integer

QueueId

Property Value
Description Choose the queue that the item is assigned to.
DisplayName Queue
IsValidForForm True
IsValidForRead True
IsValidForUpdate False
LogicalName queueid
RequiredLevel ApplicationRequired
Targets queue
Type Lookup

QueueItemId

Property Value
Description Unique identifier of the queue item.
DisplayName Queue Item
IsValidForForm False
IsValidForRead True
IsValidForUpdate False
LogicalName queueitemid
RequiredLevel SystemRequired
Type Uniqueidentifier

Sender

Property Value
Description Sender who created the queue item.
DisplayName From
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName sender
MaxLength 250
RequiredLevel None
Type String

State

Property Value
Description Status of the queue item.
DisplayName Status (deprecated)
Format None
IsValidForForm False
IsValidForRead True
LogicalName state
MaxValue 1000000000
MinValue 0
RequiredLevel None
Type Integer

StateCode

Property Value
Description Shows whether the queue record is active or inactive. Inactive queue records are read-only and can't be edited unless they are reactivated.
DisplayName Status
IsValidForCreate False
IsValidForForm True
IsValidForRead True
LogicalName statecode
RequiredLevel SystemRequired
Type State

StateCode Options

Value Label DefaultStatus InvariantName
0 Active 1 Active
1 Inactive 2 Inactive

Status

Property Value
Description Reason for the status of the queue item.
DisplayName Status Reason (deprecated)
Format None
IsValidForForm False
IsValidForRead True
LogicalName status
MaxValue 1000000000
MinValue 0
RequiredLevel None
Type Integer

StatusCode

Property Value
Description Select the item's status.
DisplayName Status Reason
IsValidForForm True
IsValidForRead True
LogicalName statuscode
RequiredLevel SystemRequired
Type Status

StatusCode Options

Value Label State
1 Active 0
2 Inactive 1

TimeZoneRuleVersionNumber

Property Value
Description For internal use only.
DisplayName Time Zone Rule Version Number
Format None
IsValidForForm False
IsValidForRead True
LogicalName timezoneruleversionnumber
MaxValue 2147483647
MinValue -1
RequiredLevel None
Type Integer

ToRecipients

Property Value
Description Recipients listed on the To line of the message for email queue items.
DisplayName To
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName torecipients
MaxLength 500
RequiredLevel None
Type String

TransactionCurrencyId

Property Value
Description Choose the local currency for the record to make sure budgets are reported in the correct currency.
DisplayName Currency
IsValidForForm True
IsValidForRead True
LogicalName transactioncurrencyid
RequiredLevel None
Targets transactioncurrency
Type Lookup

UTCConversionTimeZoneCode

Property Value
Description Time zone code that was in use when the record was created.
DisplayName UTC Conversion Time Zone Code
Format None
IsValidForForm False
IsValidForRead True
LogicalName utcconversiontimezonecode
MaxValue 2147483647
MinValue -1
RequiredLevel None
Type Integer

WorkerId

Property Value
Description Shows who is working on the queue item.
DisplayName Worked By
IsValidForForm True
IsValidForRead True
LogicalName workerid
RequiredLevel None
Targets systemuser,team
Type Lookup

WorkerIdType

Property Value
Description
DisplayName Worker Type
IsValidForForm False
IsValidForRead True
LogicalName workeridtype
RequiredLevel ApplicationRequired
Type EntityName

Read-only attributes

These attributes return false for both IsValidForCreate or IsValidForUpdate. Listed by SchemaName.

CreatedBy

Property Value
Description Shows who created the record.
DisplayName Created By
IsValidForForm True
IsValidForRead True
LogicalName createdby
RequiredLevel None
Targets systemuser
Type Lookup

CreatedByName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName createdbyname
MaxLength 100
RequiredLevel None
Type String

CreatedByYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName createdbyyominame
MaxLength 100
RequiredLevel None
Type String

CreatedOn

Property Value
DateTimeBehavior UserLocal
Description Shows the date and time when the record was created. The date and time are displayed in the time zone selected in Microsoft Dynamics 365 options.
DisplayName Created On
Format DateAndTime
IsValidForForm True
IsValidForRead True
LogicalName createdon
RequiredLevel None
Type DateTime

CreatedOnBehalfBy

Property Value
Description Shows who created the record on behalf of another user.
DisplayName Created By (Delegate)
IsValidForForm False
IsValidForRead True
LogicalName createdonbehalfby
RequiredLevel None
Targets systemuser
Type Lookup

CreatedOnBehalfByName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName createdonbehalfbyname
MaxLength 100
RequiredLevel None
Type String

CreatedOnBehalfByYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName createdonbehalfbyyominame
MaxLength 100
RequiredLevel None
Type String

EnteredOn

Property Value
DateTimeBehavior UserLocal
Description Shows the date the record was assigned to the queue.
DisplayName Entered Queue
Format DateAndTime
IsValidForForm True
IsValidForRead True
LogicalName enteredon
RequiredLevel None
Type DateTime

ExchangeRate

Property Value
Description Shows the conversion rate of the record's currency. The exchange rate is used to convert all money fields in the record from the local currency to the system's default currency.
DisplayName Exchange Rate
IsValidForForm True
IsValidForRead True
LogicalName exchangerate
MaxValue 100000000000
MinValue 0.0000000001
Precision 10
RequiredLevel None
Type Decimal

ModifiedBy

Property Value
Description Shows who last updated the record.
DisplayName Modified By
IsValidForForm True
IsValidForRead True
LogicalName modifiedby
RequiredLevel None
Targets systemuser
Type Lookup

ModifiedByName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName modifiedbyname
MaxLength 100
RequiredLevel None
Type String

ModifiedByYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName modifiedbyyominame
MaxLength 100
RequiredLevel None
Type String

ModifiedOn

Property Value
DateTimeBehavior UserLocal
Description Shows the date and time when the record was last updated. The date and time are displayed in the time zone selected in Microsoft Dynamics 365 options.
DisplayName Modified On
Format DateAndTime
IsValidForForm True
IsValidForRead True
LogicalName modifiedon
RequiredLevel None
Type DateTime

ModifiedOnBehalfBy

Property Value
Description Unique identifier of the delegate user who last modified the queueitem.
DisplayName Modified By (Delegate)
IsValidForForm False
IsValidForRead True
LogicalName modifiedonbehalfby
RequiredLevel None
Targets systemuser
Type Lookup

ModifiedOnBehalfByName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName modifiedonbehalfbyname
MaxLength 100
RequiredLevel None
Type String

ModifiedOnBehalfByYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName modifiedonbehalfbyyominame
MaxLength 100
RequiredLevel None
Type String

msdyn_liveworkstreamidName

Added by: Dynamics 365 UR OmnichanelBase Dependency Solution

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName msdyn_liveworkstreamidname
MaxLength 100
RequiredLevel None
Type String

ObjectIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName objectidname
MaxLength 800
RequiredLevel None
Type String

ObjectTypeCode

Property Value
Description Select the type of the queue item, such as activity, case, or appointment.
DisplayName Type
IsValidForForm True
IsValidForRead True
LogicalName objecttypecode
RequiredLevel None
Type Picklist

ObjectTypeCode Options

Value Label
4 Lead
112 Case
4200 Activity
4201 Appointment
4202 Email
4204 Fax
4207 Letter
4210 Phone Call
4212 Task
4214 Service Activity
4216 Social Activity
4251 Recurring Appointment
4401 Campaign Response
4402 Campaign Activity
4406 Quick Campaign
9953 Knowledge Article
10053 Knowledge Article Template
10109 IoT Alert
10220 Customer Voice alert
10229 Customer Voice survey invite
10231 Customer Voice survey response
10240 Booking Alert
10263 Fulfillment Preference
10264 Time Group Detail
10304 Ongoing conversation (Deprecated)
10310 Conversation
10319 Session
10402 Outbound message
10440 Alert Subscription
10443 Invite Redemption
10492 Portal Comment

OrganizationId

Property Value
Description Unique identifier of the organization with which the queue item is associated.
DisplayName Organization
IsValidForForm False
IsValidForRead True
LogicalName organizationid
RequiredLevel SystemRequired
Targets organization
Type Lookup

OrganizationIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName organizationidname
MaxLength 100
RequiredLevel SystemRequired
Type String

OwnerId

Property Value
Description Unique identifier of the user or team who owns the queue item.
DisplayName Owner
IsValidForForm False
IsValidForRead True
LogicalName ownerid
RequiredLevel ApplicationRequired
Targets systemuser,team
Type Owner

OwnerIdType

Property Value
Description
DisplayName
IsValidForForm False
IsValidForRead True
LogicalName owneridtype
RequiredLevel SystemRequired
Type EntityName

OwningBusinessUnit

Property Value
Description Unique identifier of the business unit that owns the queue item.
DisplayName Owning Business Unit
IsValidForForm False
IsValidForRead True
LogicalName owningbusinessunit
RequiredLevel ApplicationRequired
Targets businessunit
Type Lookup

OwningUser

Property Value
Description Unique identifier of the user who owns the queue item.
DisplayName Owning User
IsValidForForm False
IsValidForRead True
LogicalName owninguser
RequiredLevel ApplicationRequired
Targets systemuser
Type Lookup

QueueIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName queueidname
MaxLength 400
RequiredLevel SystemRequired
Type String

Title

Property Value
Description Shows the title or name that describes the queue record. This value is copied from the record that was assigned to the queue.
DisplayName Title
FormatName Text
IsLocalizable False
IsValidForForm True
IsValidForRead True
LogicalName title
MaxLength 300
RequiredLevel None
Type String

TransactionCurrencyIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName transactioncurrencyidname
MaxLength 100
RequiredLevel None
Type String

VersionNumber

Property Value
Description Version number of the queue item.
DisplayName Version Number
IsValidForForm False
IsValidForRead True
LogicalName versionnumber
MaxValue 9223372036854775807
MinValue -9223372036854775808
RequiredLevel None
Type BigInt

WorkerIdModifiedOn

Property Value
DateTimeBehavior UserLocal
Description Shows the date and time when the queue item was last assigned to a user.
DisplayName Worked On
Format DateOnly
IsValidForForm True
IsValidForRead True
LogicalName workeridmodifiedon
RequiredLevel None
Type DateTime

WorkerIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName workeridname
MaxLength 160
RequiredLevel None
Type String

WorkerIdYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName workeridyominame
MaxLength 160
RequiredLevel None
Type String

See also

Introduction to Omnichannel for Customer Service
Developer guide for Omnichannel for Customer Service