1 PACKAGE BODY IEM_EMAIL_PROC_PVT as
2 /* $Header: iemmprpb.pls 120.45.12020000.5 2013/01/23 07:07:23 lkullamb ship $ */
3
4 G_PKG_NAME CONSTANT varchar2(30) :='IEM_EMAIL_PROC_PVT ';
5 g_statement_log boolean; -- Statement Level Logging
6 g_exception_log boolean; -- Statement Level Logging
7 g_error_log boolean; -- Statement Level Logging
8 g_contact_id number;
9 g_relation_id number;
10 g_topscore number;
11 g_topclass varchar2(100);
12
13 --siahmed 12.1.3 advanced sr creation
14 --global variable for customer_id
15 g_customer_id NUMBER;
16 g_account_type IEM_MSTEMAIL_ACCOUNTS.ACCOUNT_TYPE%TYPE;
17 --global variable for contact_party_id and party_type
18 g_contact_party_id NUMBER;
19 g_contact_party_type VARCHAR2(100);
20 g_contact_point_id NUMBER;
21 --added for contact_point_type
22 g_contact_point_type VARCHAR2(100);
23 g_party_role_code VARCHAR2 (100) := 'CONTACT';
24 --this is to hold the party_id value for the hz_party_relationships table
25 --and then that value is used in the hz_contact_points.owner_table_id to find
26 --the contact_point id
27 g_owner_table_id number;
28 --siahmed 12.1.3 end of advanced sr creation
29
30
31 PROCEDURE PROC_EMAILS(ERRBUF OUT NOCOPY VARCHAR2,
32 ERRRET OUT NOCOPY VARCHAR2,
33 p_api_version_number in number:= 1.0,
34 p_init_msg_list IN VARCHAR2 ,
35 p_commit IN VARCHAR2 ,
36 p_count IN NUMBER
37 ) IS
38 l_post_rec iem_rt_preproc_emails%rowtype;
39 l_count number:=1;
40 l_index number:=0;
41 l_class number;
42 l_ret_status varchar2(10);
43 l_msg_data varchar2(300);
44 l_msg_count number;
45 l_media_id number;
46 l_group_id number;
47 l_rt_classification_id number;
48 l_stat varchar2(10);
49 l_out_text varchar2(2000):=' ';
50 l_routing_classification varchar2(300);
51 KeyValuePairs iem_route_pub.KeyVals_tbl_type;
52 l_api_name varchar2(100):='PROC_EMAILS';
53 l_api_version_number number:=1.0;
54 l_Error_Message VARCHAR2(2000);
55 l_call_status BOOLEAN;
56 l_class_val_tbl IEM_ROUTE_PUB.keyVals_tbl_type;
57 l_param_rec_tbl IEM_RULES_ENGINE_PUB.parameter_tbl_type;
58 l_tag_keyval IEM_TAGPROCESS_PUB.keyVals_tbl_type;
59 l_action varchar2(50);
60 l_counter number:=1;
61 l_uid number;
62 l_media_lc_rec JTF_IH_PUB.media_lc_rec_type;
63 l_milcs_id NUMBER;
64 l_mp_milcs_id NUMBER; -- MLCS ID for MAIL PROCESSINGS
65 l_message_id number;
66 l_email_rec iem_rt_preproc_emails%ROWTYPE;
67 x_stat varchar2(10);
68 l_status varchar2(10);
69 l_text varchar2(32767);
70 l_cust_stat varchar2(10);
71 l_process varchar2(10);
72 l_from_folder varchar2(50):='/Inbox';
73 l_folder_name varchar2(100);
74 l_f_name varchar2(100);
75 l_proc_stat varchar2(10);
76 l_autoproc_result varchar2(1);
77 l_contact_point_id number;
78 l_emp_flag varchar2(10):='N';
79 STOP_PROCESSING EXCEPTION;
80 ABORT_PROCESSING EXCEPTION;
81 ABORT_MOVE_PROCESSING EXCEPTION;
82 ERR_INSERTING EXCEPTION;
83 l_level varchar2(20):='STATEMENT';
84 l_logmessage varchar2(2000):=' ';
85 l_encrypted_id varchar2(500);
86 l_msgid1 number;
87 l_index1 number;
88 l_index2 number;
89 l_autoack_count number:=0;
90 l_autoack_flag varchar2(1):='N';
91 e_nowait EXCEPTION;
92 PRAGMA EXCEPTION_INIT(e_nowait, -54);
93 NO_ITEM_FOUND EXCEPTION;
94 NO_RECORD_TO_PROCESS EXCEPTION;
95 STOP_REDIRECT_PROCESSING EXCEPTION;
96 cursor c_class_id is
97 select classification_id from iem_email_classifications
98 where message_id=l_message_id
99 order by score desc;
100 l_intent_counter number;
101 l_start_search number:=0;
102 l_ih_subject varchar2(80);
103 l_search varchar2(100); -- search pattern in subject
104 l_doc_id number;
105 l_sr_id number;
106 l_note_type varchar2(100);
107 l_agentid number;
108 l_ih_id number;
109 l_dflt_agt_id number;
110 l_agt_count number;
111 l_tag_custid number; -- Customer Id in Tag
112 l_customer_id number;
113 l_enable varchar2(1);
114 l_auto_flag varchar2(1):='N';
115 l_noti_flag varchar2(1);
116 l_auto_value varchar2(20);
117 l_dflt_sender varchar2(200);
118 l_wf_custom_val varchar2(200);
119 l_media_rec JTF_IH_PUB.media_rec_type;
120 l_interaction_rec JTF_IH_PUB.interaction_rec_type;
121 l_activity_rec JTF_IH_PUB.activity_rec_type;
122 l_interaction_id number;
123 l_activity_id number;
124 l_param_index number;
125 l_cust_search_id number;
126 l_status_id number;
127 l_proc_name varchar2(100);
128 l_result varchar2(100);
129 l_run_proc_tbl IEM_TAGPROCESS_PUB.keyVals_tbl_type;
130 l_tbl_counter number;
131 l_redirect_id varchar2(240);
132 l_rt_media_item_id number;
133 l_rt_interaction_id number;
134 l_email_doc_tbl email_doc_tbl;
135 l_resource_id number;
136 l_qual_tbl IEM_OUTBOX_PROC_PUB.QualifierRecordList;
137 l_outbox_tbl IEM_OUTBOX_PROC_PUB.keyVals_tbl_type;
138 l_auto_reply_flag varchar2(1):='N';
139 l_auto_forward_flag varchar2(1);
140 l_action_id number;
141 l_outbox_item_id number;
142 l_cat_counter number;
143 l_search_type varchar2(10); -- ALL/MES/KM/CP -- Category Map
144 l_cm_cat_id number; -- store the category for MES category based mapping
145 l_kb_rank number;
146 l_contact_id number;
147 l_party_id number;
148 l_party_type varchar2(100);
149 l_id number;
150 l_category_id AMV_SEARCH_PVT.amv_number_varray_type:=AMV_SEARCH_PVT.amv_number_varray_type();
151 l_repos varchar2(100); -- MES/KM search repository
152 l_ext_address varchar2(250); --external email address for redirecting
153 l_ext_temp_id number; -- template id created to be used for redirecting external
154 l_ext_subject varchar2(500); -- prefix for redirect email subject
155 l_outbox_id number;
156 l_sender varchar2(200);
157 l_from1 number;
158 l_from2 number;
159 l_to_address varchar2(200);
160 l_redirect_flag varchar2(1):='N';
161 l_intent_flg number(15,0);
162 l_rule_id number;
163 l_acct_type iem_mstemail_accounts.account_type%type;
164 --12.1.3 Dev Threading
165 l_thread_id number;
166 --siahmed 12.1.3 Advanced SR creation
167 l_parser_id NUMBER;
168 --Fix for bug 14202765
169 l_notes_flag VARCHAR2(1) := 'Y';
170
171 cursor c_item is select ib.item_id,ib.item_name,ib.last_update_date
172 from amv_c_chl_item_match cim,jtf_amv_items_vl ib
173 where cim.channel_category_id = l_cm_cat_id
174 and cim.channel_id is null
175 and cim.approval_status_type ='APPROVED'
176 and cim.table_name_code ='ITEM'
177 and cim.available_for_channel_date <= sysdate
178 and cim.item_id = ib.item_id
179 and nvl(ib.effective_start_date, sysdate) <= sysdate + 1
180 and nvl(ib.expiration_date, sysdate) >= sysdate;
181 -- Introduce additional key Intent String
182 l_top_intent varchar2(50);
183 l_top_score number;
184
185 -- sardas ,modified query for intent issue fix bug#13946049
186 cursor c_intent is select a.intent,b.score from
187 iem_intents a,iem_email_classifications b
188 where b.message_id=l_message_id
189 and a.intent_id=b.classification_id
190 order by b.score desc;
191
192 l_intent_str varchar2(700);
193 l_header_rec iem_ms_base_headers%rowtype;
194 l_email_user_name iem_mstemail_accounts.user_name%type;
195 l_email_address iem_mstemail_accounts.user_name%type;
196 l_email_domain_name varchar2(300);
197 l_auto_msgstatus varchar2(10); -- will store msg status for autoreply/autoxredirect;
198 l_cust_contact_id number;
199 STOP_AUTO_PROCESSING EXCEPTION;
200
201
202 --siahmed
203 l_msg_index_out number;
204 --siahmed
205 begin
206 -- Standard call to check for call compatibility.
207 IF NOT FND_API.Compatible_API_Call (l_api_version_number,
208 p_api_version_number,
209 l_api_name,
210 G_PKG_NAME)
211 THEN
212 RAISE FND_API.G_EXC_UNEXPECTED_ERROR;
213 END IF;
214 FND_LOG_REPOSITORY.init(null,null);
215 if( FND_LOG.LEVEL_PROCEDURE >= FND_LOG.G_CURRENT_RUNTIME_LEVEL ) then
216 g_statement_log:=true;
217 end if;
218 if( FND_LOG.LEVEL_EXCEPTION >= FND_LOG.G_CURRENT_RUNTIME_LEVEL ) then
219 g_exception_log:=true;
220 end if;
221 if( FND_LOG.LEVEL_ERROR >= FND_LOG.G_CURRENT_RUNTIME_LEVEL ) then
222 g_error_log:=true;
223 end if;
224 LOOP
225 SAVEPOINT process_emails_pvt;
226 BEGIN
227
228 /* Get the message in FIFO order to process from iem_rt_preproc_emails */
229
230 if g_statement_log then
231 l_logmessage:='starting to get the message in FIFO order to process from iem_rt_preproc_emails, messageID :';
232 iem_logger(l_logmessage||l_post_rec.message_id);
233 end if;
234
235 IEM_EMAIL_PROC_PVT.iem_returned_msg_rec(l_post_rec);
236 IF l_post_rec.message_id is null then
237 raise NO_RECORD_TO_PROCESS ;
238 END IF;
239 l_message_id:=l_post_rec.message_id;
240 select * into l_header_Rec
241 from iem_ms_base_headers
242 where message_id=l_message_id;
243 select user_name,kem_flag,email_address,account_type
244 into l_email_user_name,l_intent_flg,l_email_address,l_acct_type
245 from iem_mstemail_accounts
246 where email_account_id=l_post_rec.email_account_id;
247 l_email_domain_name:=substr(l_email_address,instr(l_email_address,'@',1)+1,length(l_email_address));
248
249
250 if g_statement_log then
251 l_logmessage:='email domain name :'||substr(l_email_address,instr(l_email_address,'@',1)+1,length(l_email_address));
252 iem_logger(l_logmessage);
253 end if;
254
255 -- Do Intent Processing if Enabled for Intent
256 IF l_intent_flg>0 THEN -- intent is enabled for the account
257
258
259 if g_statement_log then
260 l_logmessage:='intent is enabled for the account';
261 iem_logger(l_logmessage);
262 end if;
263 iem_email_proc_pvt.iem_process_intent(l_post_rec.email_account_id,l_post_rec.message_id,l_ret_status,l_out_text);
264 IF l_ret_status<>'S' then
265 if g_error_log then
266 l_logmessage:='Error During Intent Processing.Not able to Map intent to inbound emails.Continued Processing ';
267 iem_logger(l_logmessage);
268 end if;
269 ELSE
270 if g_statement_log then
271 l_logmessage:='Success in Intent Processing ';
272 iem_logger(l_logmessage);
273 end if;
274 END IF;
275 END IF;
276
277 /* Find the profile value set for Processing Number of Intents for suggested Documents */
278
279 l_intent_counter:=FND_PROFILE.VALUE_SPECIFIC('IEM_INTENT_RESPONSE_NUM');
280 if l_intent_counter is null then
281 l_intent_counter:=1;
282 end if;
283
284 if g_statement_log then
285 l_logmessage:='Start Processing for message ID '||l_post_rec.message_id;
286 iem_logger(l_logmessage);
287 end if;
288 -- resetting the below two value to null to get rid of cache data
289 g_contact_id:=null;
290 g_relation_id:=null;
291
292 -- Check For TAG DATA in Inbound Emails
293
294 l_tag_keyval.delete;
295
296
297 if g_statement_log then
298 l_logmessage:='Calling tag api';
299 iem_logger(l_logmessage);
300 end if;
301
302 IEM_EMAIL_PROC_PVT.IEM_RETURN_ENCRYPTID
303 (p_subject=>l_header_rec.subject,
304 x_id=>l_encrypted_id,
305 x_Status=>l_ret_status);
306
307
308 if g_statement_log then
309 l_logmessage:='email tag validation status:'|| l_ret_status;
310 iem_logger(l_logmessage);
311 end if;
312
313 if l_ret_status='E' then
314 if g_statement_log then
315 l_logmessage:='Error While searching for Tag in Subject ';
316 iem_logger(l_logmessage);
317 end if;
318
319
320 if g_statement_log then
321 l_logmessage:='calling abot_processing due to tag failure';
322 iem_logger(l_logmessage);
323 end if;
324 raise ABORT_PROCESSING;
325 else
326 if l_encrypted_id is not null then
327 l_logmessage:='Found Encrypted Tag '||l_encrypted_id;
328 else
329 l_logmessage:='Inbound message does not contain any tag';
330 end if;
331
332 if g_statement_log then
333 iem_logger(l_logmessage);
334 end if;
335 end if;
336
337 -- CALLING TAGGING API TO RESET THE TAG DATA FOR REROUTED MESSAGE
338 IF l_post_rec.ih_media_item_id is not null then
339
340
341 if g_statement_log then
342 l_logmessage:='Resetting The Tag For Rerouted/Redirected Message';
343 iem_logger(l_logmessage);
344 l_logmessage:='Resetting The Tag For Rerouted/Redirected Message,messageID: ' ||l_post_rec.message_id ||' status : '||l_ret_status || ' msg_count: '|| l_msg_count || 'msg_data :'||l_msg_data ;
345 iem_logger(l_logmessage);
346 end if;
347 IEM_ENCRYPT_TAGS_PVT.RESET_TAG
348 (p_api_version_number=>1.0,
349 p_message_id=>l_post_rec.message_id,
350 x_return_status=>l_ret_status ,
351 x_msg_count=>l_msg_count,
352 x_msg_data=>l_msg_data);
353
354 IF l_ret_status<>'S' THEN
355 if g_error_log then
356 l_logmessage:='Error while Resetting Tag For Rerouted Message';
357 iem_logger(l_logmessage);
358 end if;
359
360
361 if g_statement_log then
362 l_logmessage:='raise_abort_processing2:'|| l_ret_status;
363 iem_logger(l_logmessage);
364 end if;
365 raise abort_processing;
366 END IF;
367 END IF;
368
369 -- Calling the Tag Processing Api
370
371 if g_statement_log then
372 l_logmessage:='Calling Tag Processing Api ';
373 iem_logger(l_logmessage);
374 end if;
375 IF l_encrypted_id is not null then
376 IEM_TAGPROCESS_PUB.GETTAGVALUES
377 (p_Api_Version_Number=>1.0,
378 p_encrypted_id =>l_encrypted_id,
379 p_message_id=>l_post_rec.message_id,
380 x_key_value=>l_tag_keyval,
381 x_msg_count=>l_msg_count,
382 x_return_status=>l_ret_status,
383 x_msg_data=>l_msg_data);
384
385
386 if g_statement_log then
387 l_logmessage:='calling getTAGVALUES status:'|| l_ret_status;
388 iem_logger(l_logmessage);
389 end if;
390 IF l_ret_status<>'S' THEN
391 if g_error_log then
392 l_logmessage:='Error while Calling Tag Processing Api ';
393 iem_logger(l_logmessage);
394 end if;
395
396 if g_statement_log then
397 l_logmessage:='calling getTAGVALUES abort processing status';
398 iem_logger(l_logmessage);
399 end if;
400 raise abort_processing;
401 END IF;
402 END IF;
403
404 -- Retrieving Tag Data if Exists
405 l_auto_reply_flag:='N';
406
407 IF l_tag_keyval.count>0 THEN
408 for i in l_tag_keyval.FIRST..l_tag_keyval.LAST LOOP
409
410
411 if g_statement_log then
412 l_logmessage:='tag data : '|| l_tag_keyval(i).key ||'tag value : '||l_tag_keyval(i).value;
413 iem_logger(l_logmessage);
414 end if;
415
416 IF l_tag_keyval(i).key='IEMNBZTSRVSRID' then
417 l_sr_id:=to_number(l_tag_keyval(i).value);
418 ELSIF l_tag_keyval(i).key='IEMNAGENTID' THEN
419 l_agentid:=to_number(l_tag_keyval(i).value);
420 ELSIF l_tag_keyval(i).key='IEMNINTERACTIONID' THEN
421 l_ih_id:=to_number(l_tag_keyval(i).value);
422 ELSIF l_tag_keyval(i).key='IEMNCUSTOMERID' THEN
423 l_tag_custid:=to_number(l_tag_keyval(i).value);
424 ELSIF l_tag_keyval(i).key='IEMSAUTOREPLY' THEN
425 l_auto_reply_flag:='Y';
426 ELSIF l_tag_keyval(i).key='IEMSAUTOFORWARD' THEN
427 l_auto_forward_flag:='Y';
428 ELSIF l_tag_keyval(i).key='IEMNCONTACTID' THEN
429 g_contact_id:=to_number(l_tag_keyval(i).value);
430 ELSIF l_tag_keyval(i).key='IEMNRELATIONSHIPID' THEN
431 g_relation_id:=to_number(l_tag_keyval(i).value);
432 --12.1.3 Dev
433 ELSIF l_tag_keyval(i).key='IEMNTHREADID' THEN
434 l_thread_id:=to_number(l_tag_keyval(i).value);
435 END IF;
436 END LOOP;
437 END IF; -- End Of Retrieving Tag Data if Exists
438
439 --12.1.3 Dev
440 IF l_tag_keyval.count = 0 and l_encrypted_id is not null THEN
441
442 --siahmed added begin exeption and end block because it was failing in the select stmtnt
443 --for bug 12800961
444 begin
445 select value into l_thread_id
446 from IEM_ENCRYPTED_TAG_DTLS
447 where key ='IEMNTHREADID' and encrypted_id = substr(l_encrypted_id,1,5);
448
449 select agent_id into l_agentid from
450 IEM_ENCRYPTED_TAGS where encrypted_id = substr(l_encrypted_id,1,5);
451 EXCEPTION WHEN OTHERS THEN
452 l_logmessage:=l_logmessage || '-error while selecting '||sqlerrm;
453 iem_logger(l_logmessage);
454
455 END;
456 END IF;
457
458 /*
459 fix for bug 13797286 . Don't insert into IEM_THREAD_DTLS if the message is redirected or rerouted.
460 */
461
462
463 IF l_thread_id IS NOT NULL AND nvl(l_post_rec.msg_status,'NEW') not in
464 ('REDIRECT','REROUTE') THEN
465
466
467 if g_statement_log then
468 l_logmessage:='start insertion to IEM_THREAD_DTLS';
469 iem_logger(l_logmessage);
470 end if;
471
472 insert into IEM_THREAD_DTLS(
473 THREAD_ID,
474 MESSAGE_ID,
475 MESSAGE_TYPE,
476 CREATED_BY,
477 CREATION_DATE,
478 LAST_UPDATED_BY,
479 LAST_UPDATE_DATE,
480 LAST_UPDATE_LOGIN)
481 values(l_thread_id, l_post_rec.message_id,'I',l_agentid,sysdate, l_agentid,sysdate,l_agentid);
482 END IF;
483 --End of 12.1.3 dev changes
484
485 /* If interaction id exists in pre mdt , then the current processing should have that Id as the parent IH Id */
486
487 If l_post_rec.ih_interaction_id is not null then
488
489
490 if g_statement_log then
491 l_logmessage:='ih_interaction_id is not null';
492 iem_logger(l_logmessage);
493 end if;
494 l_ih_id:=l_post_rec.ih_interaction_id;
495 end if;
496
497 -- Getting the customer Id for Interaction creation and passing it to all the rules engine. First we check
498 -- if the tag contain the customer id or not. If yes we used that first. Otherwise we check whether based
499 -- on email_address pre-processing able to retrieve a single hit customer id and use that.
500 -- Retrieve only the Email Address from From String in the BASE HEADER TABLE
501
502
503 if g_statement_log then
504 l_logmessage:=' Email Address from From String in the BASE HEADER TABLE : '||l_header_rec.from_str;
505 iem_logger(l_logmessage);
506 end if;
507 l_from1:=instr(l_header_rec.from_str,'<',-1,1);
508 l_from2:=instr(l_header_rec.from_str,'>',-1,1);
509
510
511
512 IF l_from1>0 then -- From Address Contains Both Name and Address
513 l_sender:=substr(l_header_rec.from_Str,l_from1+1,l_from2-l_from1-1);
514 ELSE -- From Address contains only Address
515 l_sender:=l_header_rec.from_str;
516 END IF;
517
518 -- getting contact id for internal employee from the email address of
519 --the sender
520 -- added another condition g_contact_id IS NULL. Employee Search. shramana
521 if l_acct_Type='I' AND g_contact_id IS NULL then
522 BEGIN
523
524
525
526 --fix siahmed for bug 13702109
527 --if this fails it will go to exception block anyways
528 -- no need to validation here.
529
530 Select person_id into l_contact_id
531 from per_workforce_current_x
532 Where upper(email_address)=upper(l_sender);
533 --end of fix siahmed for bug 13702109
534
535 IEM_GETCUST_PVT.GETCUSTOMERID
536 (p_api_version_number=>1.0,
537 p_email=>l_sender,
538 p_party_id=>l_cust_contact_id,
539 X_MSG_COUNT=>l_msg_count,
540 X_RETURN_STATUS=>l_ret_status,
541 X_MSG_DATA=>l_msg_data);
542 EXCEPTION
543 WHEN OTHERS THEN NULL;
544 END;
545
546
547 if g_statement_log then
548 l_logmessage:='Get the emp contact Id '||l_cust_contact_id ||' For Sender '||l_sender ;
549 iem_logger(l_logmessage);
550 end if;
551 end if;
552 IF l_tag_custid is not null THEN
553 l_customer_id:=l_tag_custid;
554
555 ELSE
556 -- Get the Customer Id
557 -- GETTING CUSTOMER ID BASED ON EMAIL ADDRESS
558 BEGIN
559
560 if g_statement_log then
561 l_logmessage:='getting customer id based on email id' ;
562 iem_logger(l_logmessage);
563 end if;
564 IEM_GETCUST_PVT.GETCUSTOMERID
565 (p_api_version_number=>1.0,
566 p_email=>l_sender,
567 p_party_id=>l_customer_id,
568 X_MSG_COUNT=>l_msg_count,
569 X_RETURN_STATUS=>l_ret_status,
570 X_MSG_DATA=>l_msg_data);
571 EXCEPTION
572 WHEN OTHERS THEN NULL;
573 END;
574 if l_customer_id is null then
575 l_customer_id:=-1;
576 end if;
577 if g_statement_log then
578 l_logmessage:='Get the Customer Id '||l_customer_id ||' For Sender '||l_sender ;
579 iem_logger(l_logmessage);
580 end if;
581 END IF;
582
583
584 -- CALLING THE CUSTOMISED WORKFLOW
585 -- Removed the whole section of calling customized workflow --Ranjan
586 -- Calling Route Classification
587
588
589 if g_statement_log then
590 l_logmessage:='Calling Route Classification ' ;
591 iem_logger(l_logmessage);
592 end if;
593 For v1 in c_intent LOOP
594 l_intent_str:=nvl(l_intent_str,' ')||v1.intent;
595 if l_top_intent is null then
596 l_top_intent:=v1.intent;
597 l_top_score:=v1.score;
598 end if;
599 END LOOP;
600 -- Populating the Classification Engine input data
601
602 if g_statement_log then
603 l_logmessage:='Populating the Classification Engine input data' ;
604 iem_logger(l_logmessage);
605 end if;
606
607 if g_statement_log then
608 l_logmessage:='Start Populating Key value pair for Classification and Routing Processing ';
609 iem_logger(l_logmessage);
610 end if;
611 l_counter:=1;
612 l_class_val_tbl.delete;
613
614
615 l_class_val_tbl(l_counter).key:='IEMNMESSAGESIZE';
616 l_class_val_tbl(l_counter).value:=l_header_rec.message_size;
617 l_class_val_tbl(l_counter).datatype:='N';
618 l_counter:=l_counter+1;
619 l_class_val_tbl(l_counter).key:='IEMSSENDERNAME';
620 l_class_val_tbl(l_counter).value:=l_sender;
621 l_class_val_tbl(l_counter).datatype:='S';
622 l_counter:=l_counter+1;
623 l_class_val_tbl(l_counter).key:='IEMSUSERACCTNAME';
624 l_class_val_tbl(l_counter).value:=l_email_user_name;
625 l_class_val_tbl(l_counter).datatype:='S';
626 l_counter:=l_counter+1;
627 l_class_val_tbl(l_counter).key:='IEMSDOMAINNAME';
628 l_class_val_tbl(l_counter).value:=l_email_domain_name;
629 l_class_val_tbl(l_counter).datatype:='S';
630 /* this is missing for the time being
631 l_counter:=l_counter+1;
632 l_class_val_tbl(l_counter).key:='IEMSPRIORITY';
633 l_class_val_tbl(l_counter).value:=l_post_rec.priority;
634 l_class_val_tbl(l_counter).datatype:='S';
635 */
636 l_counter:=l_counter+1;
637 l_class_val_tbl(l_counter).key:='IEMSSUBJECT';
638 l_class_val_tbl(l_counter).value:=l_header_rec.subject;
639 l_class_val_tbl(l_counter).datatype:='S';
640 l_counter:=l_counter+1;
641 l_class_val_tbl(l_counter).key:='IEMDRECEIVEDDATE';
642 l_class_val_tbl(l_counter).value:=to_char(l_post_rec.received_date,'YYYYMMDD');
643 l_class_val_tbl(l_counter).datatype:='D';
644 l_counter:=l_counter+1;
645 l_class_val_tbl(l_counter).key:='IEMTRECEIVEDTIME';
646 l_class_val_tbl(l_counter).value:=to_char(l_post_rec.received_date,'HH24:MI:SS');
647 l_class_val_tbl(l_counter).datatype:='T';
648 l_counter:=l_counter+1;
649 l_class_val_tbl(l_counter).key:='IEMSEMAILINTENT';
650 l_class_val_tbl(l_counter).value:=l_top_intent;
651 l_class_val_tbl(l_counter).datatype:='S';
652 l_counter:=l_counter+1;
653 l_class_val_tbl(l_counter).key:='IEMNSCOREPERCENT';
654 l_class_val_tbl(l_counter).value:=l_top_score;
655 l_class_val_tbl(l_counter).datatype:='N';
656 l_counter:=l_counter+1;
657 l_class_val_tbl(l_counter).key:='IEMSLANGUAGE';
658 l_class_val_tbl(l_counter).value:=l_header_rec.language;
659 l_class_val_tbl(l_counter).datatype:='S';
660 l_counter:=l_counter+1;
661 l_class_val_tbl(l_counter).key:='IEMSORGANIZATION';
662 l_class_val_tbl(l_counter).value:=l_header_rec.organization;
663 l_class_val_tbl(l_counter).datatype:='S';
664 l_counter:=l_counter+1;
665 l_class_val_tbl(l_counter).key:='IEMDSYSTEMDATE';
666 l_class_val_tbl(l_counter).value:=to_char(sysdate,'YYYYMMDD');
667 l_class_val_tbl(l_counter).datatype:='D';
668 l_counter:=l_counter+1;
669 l_class_val_tbl(l_counter).key:='IEMTSYSTEMTIME';
670 l_class_val_tbl(l_counter).value:=to_char(sysdate,'HH24:MI:SS');
671 l_class_val_tbl(l_counter).datatype:='T';
672 l_counter:=l_counter+1;
673 l_class_val_tbl(l_counter).key:='IEMSTOADDRESS';
674 l_class_val_tbl(l_counter).value:=l_header_rec.to_str;
675 l_class_val_tbl(l_counter).datatype:='S';
676
677 -- New KEYVALUE Pair Containing All Intents Changes MAde for MP-R By RT on 08/01/03
678 l_counter:=l_counter+1;
679 l_class_val_tbl(l_counter).key:='IEMSALLINTENTS';
680 l_class_val_tbl(l_counter).value:=l_intent_str;
681 l_class_val_tbl(l_counter).datatype:='S';
682
683 IF l_wf_custom_val is not null THEN
684 l_counter:=l_counter+1;
685 l_class_val_tbl(l_counter).key:='IEMSCUSTOMWFVAL';
686 l_class_val_tbl(l_counter).value:=l_wf_custom_val;
687 l_class_val_tbl(l_counter).datatype:='S';
688 END IF;
689 IF l_customer_id is not null THEN
690 l_counter:=l_counter+1;
691 l_class_val_tbl(l_counter).key:='IEMNCUSTOMERID';
692 l_class_val_tbl(l_counter).value:=l_customer_id;
693 l_class_val_tbl(l_counter).datatype:='N';
694 END IF;
695
696 IF l_tag_keyval.count>0 THEN
697 FOR j in l_tag_keyval.FIRST..l_tag_keyval.LAST LOOP
698 l_counter:=l_counter+1;
699 l_class_val_tbl(l_counter).key:=l_tag_keyval(j).key;
700 l_class_val_tbl(l_counter).value:=l_tag_keyval(j).value;
701 l_class_val_tbl(l_counter).datatype:=l_tag_keyval(j).datatype;
702 END LOOP;
703 END IF;
704 IF l_post_rec.rt_classification_id is null THEN
705
706 if g_statement_log then
707 l_logmessage:='rt_classification_id is null ,calling IEM_CLASSIFICATION_PROC' ;
708 iem_logger(l_logmessage);
709 end if;
710 IEM_EMAIL_PROC_PVT.IEM_CLASSIFICATION_PROC(
711 p_email_account_id=>l_post_rec.email_account_id,
712 p_keyval=>l_class_val_tbl ,
713 x_rt_classification_id=>l_rt_classification_id,
714 x_status=>l_status,
715 x_out_text=>l_out_text) ;
716 IF l_status <>'S' THEN
717 if g_error_log then
718 l_logmessage:=l_out_text;
719 iem_logger(l_logmessage);
720 end if;
721 raise abort_processing;
722 END IF;
723 if g_statement_log then
724 l_logmessage:='classification engine return route classificaion id '||l_rt_classification_id;
725 iem_logger(l_logmessage);
726 end if;
727 ELSE
728 l_rt_classification_id:=l_post_rec.rt_classification_id;
729 if g_statement_log then
730 l_logmessage:='Use Old Classification Engine Value'||l_rt_classification_id||' did not call Classification Processing again';
731 iem_logger(l_logmessage);
732 end if;
733 END IF; -- End of if rt_classification_id is null
734
735 BEGIN
736 select name
737 into l_folder_name
738 from iem_route_classifications
739 where route_classification_id=l_rt_classification_id;
740 EXCEPTION
741 WHEN OTHERS THEN
742 if g_exception_log then
743 l_logmessage:='Error in getting folder name for the route classificaion id '||l_rt_classification_id||' and the error is '||sqlerrm;
744 iem_logger(l_logmessage);
745 end if;
746 raise ABORT_PROCESSING;
747 END;
748
749
750 if g_statement_log then
751 l_logmessage:='l_folder_name:'|| l_folder_name;
752 iem_logger(l_logmessage);
753 end if;
754
755 l_counter:=l_counter+1;
756 l_class_val_tbl(l_counter).key:='IEMSROUTINGCLASSIFICATION';
757 l_class_val_tbl(l_counter).value:=l_folder_name;
758 l_class_val_tbl(l_counter).datatype:='S';
759
760 -- *** Open an Interaction *** --
761
762 l_interaction_rec.start_date_time := sysdate;
763 l_resource_id:=FND_PROFILE.VALUE_SPECIFIC('IEM_SRVR_ARES') ;
764 l_interaction_rec.resource_id:=l_resource_id ;
765
766
767 if g_statement_log then
768 l_logmessage:='l_resource_id:'|| l_resource_id;
769 iem_logger(l_logmessage);
770 end if;
771
772
773 IF l_interaction_rec.resource_id is NULL THEN
774 l_logmessage:='Default Resource Id is Not Set For Creating Interaction';
775 raise ABORT_PROCESSING;
776 END IF;
777 l_interaction_rec.handler_id := 680; -- IEM APPL_ID
778 IF l_ih_id is not null then
779 l_interaction_rec.parent_id := l_ih_id;
780 end if;
781 if l_acct_type='I' then -- For internal account type it will come from profile
782 l_customer_id := FND_PROFILE.VALUE_SPECIFIC('CS_SR_DEFAULT_CUSTOMER_NAME');
783
784
785 if g_statement_log then
786 l_logmessage:='l_customer_id from profile CS_SR_DEFAULT_CUSTOMER_NAME : ' || l_customer_id;
787 iem_logger(l_logmessage);
788 end if;
789
790
791
792 end if;
793 if l_customer_id >0 then -- Tag Data or pre processing contain Customer Id
794 l_interaction_rec.party_id := l_customer_id;
795 else -- Pre processing/TAg data fails to retrun customer id
796
797
798 if g_statement_log then
799 l_logmessage:='inside else of l_customer_id >0 , before calling IEM_GETCUST_PVT.CustomerSearch ';
800 iem_logger(l_logmessage);
801 end if;
802
803 IEM_GETCUST_PVT.CustomerSearch(
804 P_Api_Version_Number=>1.0,
805 p_email=>l_sender,
806 x_party_id=>l_cust_search_id,
807 x_msg_count=>l_msg_count,
808 x_return_status=>l_ret_status,
809 x_msg_data=>l_msg_data);
810
811
812 if g_statement_log then
813 l_logmessage:='after calling IEM_GETCUST_PVT.CustomerSearch status : '||l_ret_status ||' l_msg_data : '||l_msg_data||' l_cust_search_id :'||l_cust_search_id;
814 iem_logger(l_logmessage);
815 end if;
816
817 l_interaction_rec.party_id := l_cust_search_id;
818 end if;
819
820
821 if g_statement_log then
822 l_logmessage:='l_tag_custid := ' ||l_tag_custid;
823 iem_logger(l_logmessage);
824 end if;
825
826
827 IF l_tag_custid>0 THEN
828 -- Tag DAta return customer contact details. So create the interaction by logging contact,primary party and
829 -- relation id.
830 BEGIN
831 select PARTY_TYPE into l_party_type from HZ_PARTIES
832 where party_id = l_tag_custid;
833 EXCEPTION WHEN OTHERS THEN
834 l_logmessage:='Error in getting Party Type for Party id '||l_tag_custid;
835 raise ABORT_PROCESSING;
836 END;
837
838
839 if g_statement_log then
840 l_logmessage:='l_party_type : '||l_party_type;
841 iem_logger(l_logmessage);
842 end if;
843
844 IF l_party_type='PERSON' THEN
845 l_interaction_rec.primary_party_id:=l_tag_custid;
846 l_interaction_rec.contact_party_id:=l_tag_custid;
847 l_interaction_rec.contact_rel_party_id:=null;
848 ELSIF ( l_party_type = 'ORGANIZATION') then
849 l_interaction_rec.primary_party_id:=l_tag_custid;
850 if ( g_contact_id > 0 ) then
851 if ( (g_relation_id < 0) OR (g_relation_id is null)) then
852 l_interaction_rec.contact_party_id:=null;
853 l_interaction_rec.contact_rel_party_id:=null;
854 else
855 l_interaction_rec.contact_rel_party_id:=g_relation_id;
856 l_interaction_rec.contact_party_id:=g_contact_id;
857 end if;
858 else
859 l_interaction_rec.contact_party_id:=null;
860 l_interaction_rec.contact_rel_party_id:=null;
861 end if;
862 ELSE --- For PARTY_RELATIONSHIP
863 l_interaction_rec.primary_party_id:=null;
864 l_interaction_rec.contact_party_id:=null;
865 l_interaction_rec.contact_rel_party_id:=null;
866 END IF;
867 END IF; -- end if for if l_tag_custid>0
868
869 -- if account type is internal use employee party id as contact id for
870 --creating interaction
871 --checking for l_cust_contact_id for bug 8337656, Sanjana Rao
872
873 if l_acct_type='I' then
874 if l_cust_contact_id > 0 then
875 l_interaction_rec.contact_party_id:=l_cust_contact_id;
876 -- Ranjan for bug 7018980 so that outbound interaction
877 -- has employee id as contact id;
878 g_contact_id:=l_cust_contact_id;
879 --added an elsif for Employee Search. shramana
880 -- use g_contact_id if it's populated from TAG DTLS
881 elsif g_contact_id > 0 then
882 l_interaction_rec.contact_party_id:=g_contact_id;
883 end if;
884 l_interaction_rec.primary_party_id:=l_customer_id;
885 end if;
886 IF l_post_rec.ih_interaction_id is not null and l_post_rec.msg_status='REDIRECT' THEN --chk auto redirected
887 l_interaction_id:=l_post_rec.ih_interaction_id;
888 if g_statement_log then
889 l_logmessage:='New Interaction is not created and use old one for Redirect message ';
890 iem_logger(l_logmessage);
891 end if;
892 ELSE
893
894 if g_statement_log then
895 l_logmessage:='Start calling add interaction';
896 iem_logger(l_logmessage);
897 end if;
898
899 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
900 p_type=>'INTERACTION' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
901 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
902 p_interaction_rec=>l_interaction_rec,
903 p_activity_rec=>l_activity_rec ,
904 p_media_lc_rec=>l_media_lc_Rec ,
905 p_media_rec=>l_media_rec ,
906 x_id=>l_interaction_id,
907 x_status=>l_stat ,
908 x_out_text=>l_out_text );
909
910
911 if g_statement_log then
912 l_logmessage:='status in IEM_EMAIL_PROC_PVT.IEM_PROC_IH : ' ||l_stat || 'l_out_text : '|| l_out_text;
913 iem_logger(l_logmessage);
914 end if;
915
916 select contact_party_id into l_cust_contact_id from jtf_ih_interactions
917 where interaction_id=l_interaction_id;
918
919
920 if g_statement_log then
921 l_logmessage:='after calling add interaction : status :'||l_stat || 'text : '||l_out_text || 'l_interaction_id : '||l_interaction_id;
922 iem_logger(l_logmessage);
923 end if;
924
925
926 IF l_stat<>'S' THEN
927 l_logmessage:=l_out_text;
928 raise ABORT_PROCESSING;
929 END IF;
930 END IF; -- End of chk auto redirected
931 -- Add Interaction ID as key value Pair
932 l_counter:=l_counter+1;
933 l_class_val_tbl(l_counter).key:='IEMNINTERACTIONID';
934 l_class_val_tbl(l_counter).value:=l_interaction_id;
935 l_class_val_tbl(l_counter).datatype:='N';
936 l_routing_classification:=l_folder_name;
937 IF lengthb(l_header_rec.subject)>80 then
938 l_ih_subject:=substrb(l_header_rec.subject,1,80);
939 ELSE
940 l_ih_subject:=l_header_rec.subject;
941 END IF;
942 IF l_post_rec.ih_media_item_id is null THEN -- Normal Mail Proc create media
943 l_media_rec.media_id := NULL;
944 l_media_rec.source_id := l_post_rec.email_account_id;
945 l_media_rec.direction:= 'INBOUND';
946 l_media_rec.start_date_time := sysdate;
947 l_media_rec.media_item_type := 'EMAIL';
948 l_media_rec.media_item_ref := l_post_rec.message_id; -- Change for 11iX
949 l_media_rec.media_data := l_ih_subject;
950 l_media_rec.classification := l_routing_classification;
951 l_media_rec.address := l_sender; --new on MP-R 07/23/03 by rtripath
952
953
954
955 if g_statement_log then
956 l_logmessage:='Before calling add IEM_EMAIL_PROC_PVT.IEM_PROC_IH media';
957 iem_logger(l_logmessage);
958 end if;
959
960 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
961 p_type=>'MEDIA' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
962 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
963 p_interaction_rec=>l_interaction_rec,
964 p_activity_rec=>l_activity_rec ,
965 p_media_lc_rec=>l_media_lc_Rec ,
966 p_media_rec=>l_media_rec ,
967 x_id=>l_media_id,
968 x_status=>l_stat ,
969 x_out_text=>l_out_text );
970
971
972
973 if g_statement_log then
974 l_logmessage:='After calling IEM_EMAIL_PROC_PVT.IEM_PROC_IH media: status : '||l_stat || 'text : '|| l_out_text || 'l_media_id : ' ||l_media_id;
975 iem_logger(l_logmessage);
976 end if;
977
978 IF l_stat<>'S' THEN
979 l_logmessage:=l_out_text;
980 raise ABORT_PROCESSING;
981 END IF;
982 ELSE -- Rerouted Message Need to update the media item
983 l_media_rec.media_id:=l_post_rec.ih_media_item_id;
984 l_media_rec.source_id := l_post_rec.email_account_id;
985 l_media_rec.classification := l_routing_classification;
986 l_media_rec.address := l_sender; --new on MP-R 07/23/03 by rtripath
987
988
989 if g_statement_log then
990 l_logmessage:='Before calling update IEM_EMAIL_PROC_PVT.IEM_PROC_IH media';
991 iem_logger(l_logmessage);
992 end if;
993
994
995 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
996 p_type=>'MEDIA' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
997 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
998 p_interaction_rec=>l_interaction_rec,
999 p_activity_rec=>l_activity_rec ,
1000 p_media_lc_rec=>l_media_lc_Rec ,
1001 p_media_rec=>l_media_rec ,
1002 x_id=>l_media_id,
1003 x_status=>l_stat ,
1004 x_out_text=>l_out_text );
1005
1006
1007
1008 if g_statement_log then
1009 l_logmessage:='After calling IEM_EMAIL_PROC_PVT.IEM_PROC_IH media update: status : '||l_stat || 'text : '|| l_out_text || 'l_media_id : ' ||l_media_id;
1010 iem_logger(l_logmessage);
1011 end if;
1012 IF l_stat<>'S' THEN
1013 l_logmessage:=l_out_text;
1014 raise ABORT_PROCESSING;
1015 END IF;
1016 l_media_id:=l_post_rec.ih_media_item_id;
1017 END IF;
1018 -- Add Media Id to the key value Pair
1019 l_counter:=l_counter+1;
1020 l_class_val_tbl(l_counter).key:='IEMNMEDIAID';
1021 l_class_val_tbl(l_counter).value:=l_media_id;
1022 l_class_val_tbl(l_counter).datatype:='N';
1023
1024 -- Take out SOURCEMESSAGEID in 11iX as an input to Rules/ClassificationEngine
1025
1026 l_counter:=l_counter+1;
1027 l_class_val_tbl(l_counter).key:='IEMNMESSAGEID';
1028 l_class_val_tbl(l_counter).value:=l_post_rec.message_id;
1029 l_class_val_tbl(l_counter).datatype:='N';
1030
1031 -- Create a Media Life Cycle for Mail Preprocessing
1032
1033 l_media_lc_rec.media_id :=l_media_id ;
1034 l_media_lc_rec.milcs_type_id := 16; --MAIL_PREPROCESSING
1035 IF l_post_rec.ih_media_item_id is null THEN -- normal message
1036 l_media_lc_rec.start_date_time := l_post_rec.received_date;
1037 else
1038 l_media_lc_rec.start_date_time :=sysdate; -- for reroute/redirected message
1039 end if;
1040 l_media_lc_rec.handler_id := 680;
1041 l_media_lc_rec.type_type := 'Email, Inbound';
1042
1043
1044
1045 if g_statement_log then
1046 l_logmessage:='Before calling update IEM_EMAIL_PROC_PVT.IEM_PROC_IH MLCS add';
1047 iem_logger(l_logmessage);
1048 end if;
1049
1050 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
1051 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
1052 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
1053 p_interaction_rec=>l_interaction_rec,
1054 p_activity_rec=>l_activity_rec ,
1055 p_media_lc_rec=>l_media_lc_Rec ,
1056 p_media_rec=>l_media_rec ,
1057 x_id=>l_milcs_id,
1058 x_status=>l_stat ,
1059 x_out_text=>l_out_text );
1060
1061
1062 if g_statement_log then
1063 l_logmessage:='After calling update IEM_EMAIL_PROC_PVT.IEM_PROC_IH MLCS add :status : '||l_stat ||' text : '||l_out_text||' l_milcs_id :'||l_milcs_id;
1064 iem_logger(l_logmessage);
1065 end if;
1066
1067 IF l_stat<>'S' THEN
1068 l_logmessage:=l_out_text;
1069 raise ABORT_PROCESSING;
1070 END IF;
1071
1072 -- Update the Media Life Cycle for Mail Preprocessing
1073 l_media_lc_rec.milcs_id:=l_milcs_id;
1074
1075 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
1076 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
1077 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
1078 p_interaction_rec=>l_interaction_rec,
1079 p_activity_rec=>l_activity_rec ,
1080 p_media_lc_rec=>l_media_lc_Rec ,
1081 p_media_rec=>l_media_rec ,
1082 x_id=>l_milcs_id,
1083 x_status=>l_stat ,
1084 x_out_text=>l_out_text );
1085
1086
1087 if g_statement_log then
1088 l_logmessage:='After calling update IEM_EMAIL_PROC_PVT.IEM_PROC_IH MLCS add :status : '||l_stat ||' text : '||l_out_text||' l_milcs_id :'||l_milcs_id;
1089 iem_logger(l_logmessage);
1090 end if;
1091
1092 IF l_stat<>'S' THEN
1093 l_logmessage:=l_out_text;
1094 raise ABORT_PROCESSING;
1095 END IF;
1096
1097 -- Create a Media Life Cycle for Mail Processing
1098 l_media_lc_rec.media_id :=l_media_id ;
1099 l_media_lc_rec.milcs_type_id := 17; --MAIL_PROCESSING
1100 l_media_lc_rec.start_date_time := sysdate;
1101 l_media_lc_rec.handler_id := 680;
1102 l_media_lc_rec.type_type := 'Email, Inbound';
1103
1104
1105 if g_statement_log then
1106 l_logmessage:='Before calling update IEM_EMAIL_PROC_PVT.IEM_PROC_IH MLCS update';
1107 iem_logger(l_logmessage);
1108 end if;
1109
1110 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
1111 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
1112 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
1113 p_interaction_rec=>l_interaction_rec,
1114 p_activity_rec=>l_activity_rec ,
1115 p_media_lc_rec=>l_media_lc_Rec ,
1116 p_media_rec=>l_media_rec ,
1117 x_id=>l_mp_milcs_id,
1118 x_status=>l_stat ,
1119 x_out_text=>l_out_text );
1120
1121
1122 if g_statement_log then
1123 l_logmessage:='After calling update IEM_EMAIL_PROC_PVT.IEM_PROC_IH MLCS update :status : '||l_stat ||' text : '||l_out_text||' l_milcs_id :'||l_milcs_id;
1124 iem_logger(l_logmessage);
1125 end if;
1126
1127 IF l_stat<>'S' THEN
1128 l_logmessage:=l_out_text;
1129 raise ABORT_PROCESSING;
1130 END IF;
1131 -- this is the new default activity for each mail that undergoes processing. Introduced in 11510.
1132 -- Add a Activity for EMAILPROCESSING
1133 l_activity_rec.start_date_time := SYSDATE;
1134 l_activity_rec.media_id := l_media_id;
1135 l_activity_rec.action_id := 95; -- EMAILPROCESSED
1136 l_activity_rec.interaction_id := l_interaction_id;
1137 l_activity_rec.action_item_id := 45;-- EMAIL
1138
1139
1140 if g_statement_log then
1141 l_logmessage:='Before calling IEM_EMAIL_PROC_PVT.IEM_PROC_IH MLCS add for 17';
1142 iem_logger(l_logmessage);
1143 end if;
1144
1145 IEM_EMAIl_PROC_PVT.IEM_PROC_IH(
1146 p_type=>'ACTIVITY' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
1147 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
1148 p_interaction_rec=>l_interaction_rec,
1149 p_activity_rec=>l_activity_rec ,
1150 p_media_lc_rec=>l_media_lc_Rec ,
1151 p_media_rec=>l_media_rec ,
1152 x_id=>l_activity_id,
1153 x_status=>l_stat ,
1154 x_out_text=>l_out_text );
1155
1156
1157
1158 if g_statement_log then
1159 l_logmessage:='After calling IEM_EMAIL_PROC_PVT.IEM_PROC_IH MLCS add for 17:status : '||l_stat ||' text : '||l_out_text||' l_milcs_id :'||l_milcs_id;
1160 iem_logger(l_logmessage);
1161 end if;
1162
1163 IF l_stat<>'S' THEN
1164 l_logmessage:=l_out_text;
1165 raise ABORT_PROCESSING;
1166 END IF;
1167
1168 -- Calling Auto Processing Engine For 'AUTODELETE'
1169 iem_rules_engine_pub.auto_process_email(p_api_version_number=>1.0,
1170 p_commit=>FND_API.G_FALSE,
1171 p_rule_type=>'AUTODELETE',
1172 p_keyvals_tbl=>l_class_val_tbl,
1173 p_accountid=>l_post_rec.email_account_id,
1174 x_result=>l_autoproc_result,
1175 x_action=>l_action,
1176 x_parameters=>l_param_rec_tbl,
1177 x_return_status=>l_ret_status,
1178 x_msg_count=>l_msg_count,
1179 x_msg_data=>l_msg_data);
1180 IF l_ret_status<>'S' THEN
1181 l_logmessage:='Error While Calling rules Engine for Autodelete';
1182 raise ABORT_PROCESSING;
1183 END IF;
1184 IF l_autoproc_result='T' THEN -- Delete the message
1185 -- Create a New MLCS for AUTO_DELETE
1186 l_media_lc_rec.media_id :=l_media_id ;
1187 l_media_lc_rec.milcs_type_id := 42; --EMAIL_AUTO_DELETE
1188 l_media_lc_rec.start_date_time := sysdate;
1189 l_media_lc_rec.handler_id := 680;
1190 l_media_lc_rec.type_type := 'Email, Inbound';
1191
1192
1193
1194 if g_statement_log then
1195 l_logmessage:='Before call to add activity IEM_EMAIl_PROC_PVT.IEM_PROC_IH';
1196 iem_logger(l_logmessage);
1197 end if;
1198
1199 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
1200 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
1201 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
1202 p_interaction_rec=>l_interaction_rec,
1203 p_activity_rec=>l_activity_rec ,
1204 p_media_lc_rec=>l_media_lc_Rec ,
1205 p_media_rec=>l_media_rec ,
1206 x_id=>l_milcs_id,
1207 x_status=>l_stat ,
1208 x_out_text=>l_out_text );
1209
1210
1211 if g_statement_log then
1212 l_logmessage:='After call to add activity IEM_EMAIl_PROC_PVT.IEM_PROC_IH status : '||l_stat ||' text : '||l_out_text||' l_activity_id : '||l_activity_id;
1213 iem_logger(l_logmessage);
1214 end if;
1215 IF l_stat<>'S' THEN
1216 l_logmessage:=l_out_text;
1217 raise ABORT_PROCESSING;
1218 END IF;
1219 -- Update the Media Life Cycle for Auto Delete
1220 l_media_lc_rec.milcs_id:=l_milcs_id;
1221
1222
1223 if g_statement_log then
1224 l_logmessage:='Before call to add activity IEM_EMAIl_PROC_PVT.IEM_PROC_IH';
1225 iem_logger(l_logmessage);
1226 end if;
1227
1228 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
1229 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
1230 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
1231 p_interaction_rec=>l_interaction_rec,
1232 p_activity_rec=>l_activity_rec ,
1233 p_media_lc_rec=>l_media_lc_Rec ,
1234 p_media_rec=>l_media_rec ,
1235 x_id=>l_milcs_id,
1236 x_status=>l_stat ,
1237 x_out_text=>l_out_text );
1238
1239
1240 if g_statement_log then
1241 l_logmessage:='After call to add activity IEM_EMAIl_PROC_PVT.IEM_PROC_IH status : '||l_stat ||' text : '||l_out_text||' l_activity_id : '||l_activity_id;
1242 iem_logger(l_logmessage);
1243 end if;
1244
1245 IF l_stat<>'S' THEN
1246 l_logmessage:=l_out_text;
1247 raise ABORT_PROCESSING;
1248 END IF;
1249
1250 -- Add a Activity for AUTO-DELETE
1251 l_activity_rec.start_date_time := SYSDATE;
1252 l_activity_rec.media_id := l_media_id;
1253 l_activity_rec.action_id := 72; -- EMAIL AUTO _DELETED
1254 l_activity_rec.interaction_id := l_interaction_id;
1255 l_activity_rec.action_item_id := 45;-- EMAIL
1256
1257
1258 if g_statement_log then
1259 l_logmessage:='Before call to add activity IEM_EMAIl_PROC_PVT.IEM_PROC_IH';
1260 iem_logger(l_logmessage);
1261 end if;
1262
1263 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
1264 p_type=>'ACTIVITY' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
1265 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
1266 p_interaction_rec=>l_interaction_rec,
1267 p_activity_rec=>l_activity_rec ,
1268 p_media_lc_rec=>l_media_lc_Rec ,
1269 p_media_rec=>l_media_rec ,
1270 x_id=>l_activity_id,
1271 x_status=>l_stat ,
1272 x_out_text=>l_out_text );
1273
1274
1275 if g_statement_log then
1276 l_logmessage:='After call to add activity IEM_EMAIl_PROC_PVT.IEM_PROC_IH status : '||l_stat ||' text : '||l_out_text||' l_activity_id : '||l_activity_id;
1277 iem_logger(l_logmessage);
1278 end if;
1279
1280 IF l_stat<>'S' THEN
1281 l_logmessage:=l_out_text;
1282 raise ABORT_PROCESSING;
1283 END IF;
1284
1285
1286 if g_statement_log then
1287 l_logmessage:='before calling IEM_RT_PROC_EMAILS_PVT.create_item';
1288 iem_logger(l_logmessage);
1289 end if;
1290 IEM_RT_PROC_EMAILS_PVT.create_item (
1291 p_api_version_number => 1.0,
1292 p_init_msg_list=>'F' ,
1293 p_commit=>'F',
1294 p_message_id =>l_post_rec.message_id,
1295 p_email_account_id =>l_post_rec.email_account_id,
1296 p_priority =>l_post_rec.priority,
1297 p_agent_id =>-1,
1298 p_group_id =>-1,
1299 p_sent_date =>l_header_Rec.sent_date,
1300 p_received_date =>l_post_Rec.received_Date,
1301 p_rt_classification_id =>l_rt_classification_id,
1302 p_customer_id=>l_customer_id ,
1303 p_contact_id=>g_contact_id ,
1304 p_relationship_id=>g_relation_id ,
1305 p_interaction_id=>l_interaction_id ,
1306 p_ih_media_item_id=>l_media_id ,
1307 p_msg_status=>l_post_rec.msg_status ,
1308 p_mail_proc_status=>'D' ,
1309 p_mail_item_status=>null ,
1310 p_category_map_id=>null ,
1311 p_rule_id=>l_rule_id,
1312 p_subject=>l_header_rec.subject,
1313 p_sender_address=>l_sender,
1314 p_from_agent_id=>null,
1315 x_return_status=>l_ret_status ,
1316 x_msg_count=>l_msg_count ,
1317 x_msg_data=>l_msg_data);
1318
1319
1320 if g_statement_log then
1321 l_logmessage:='After call to IEM_RT_PROC_EMAILS_PVT.create_item status :'||l_ret_status||' l_msg_data : '||l_msg_data;
1322 iem_logger(l_logmessage);
1323 end if;
1324
1325 IF l_ret_status<>'S' THEN
1326 l_logmessage:='AUTODELETE:Error While Inserting Record in Proc Emails Table ';
1327 raise ABORT_PROCESSING;
1328 END IF;
1329
1330 -- This wrapup procedure will close the interaction and media and Stamp the message as Deleted in Archived Table.
1331
1332 if g_statement_log then
1333 l_logmessage:='before call to IEM_EMAIL_PROC_PVT.IEM_WRAPUP';
1334 iem_logger(l_logmessage);
1335 end if;
1336
1337 IEM_EMAIL_PROC_PVT.IEM_WRAPUP(p_interaction_id=>l_interaction_id,
1338 p_media_id=>l_media_id ,
1339 p_milcs_id=>l_mp_milcs_id,
1340 p_action=>'D',
1341 p_email_rec =>l_post_rec,
1342 p_action_id=>72,
1343 x_out_text=>l_out_text,
1344 x_status=>l_stat );
1345
1346 if g_statement_log then
1347 l_logmessage:='After call to IEM_EMAIL_PROC_PVT.IEM_WRAPUP status : '||l_stat ||' text : '||l_out_text;
1348 iem_logger(l_logmessage);
1349 end if;
1350
1351 IF l_stat<>'S' THEN
1352 l_logmessage:='Error in Auto Delete '||l_out_text;
1353 raise ABORT_PROCESSING;
1354 ELSE -- success in deleting the message
1355 raise STOP_PROCESSING;
1356 END IF;
1357 END IF;
1358
1359 -- Calling Rules Engine for autoacknowledge
1360 IF l_post_rec.ih_media_item_id is not null then --chk autoack for rerouted message
1361 l_autoack_count:=0;
1362 select count(*) into l_autoack_count
1363 from jtf_ih_media_item_lc_segs
1364 where media_id=l_post_rec.ih_media_item_id
1365 and MILCS_TYPE_ID=29;
1366 END IF;
1367 IF l_autoack_count=0 then --not auto acked yet for this message
1368 l_autoack_flag:='N';
1369
1370
1371 if g_statement_log then
1372 l_logmessage:='Calling Autoack RE iem_rules_engine_pub.auto_process_email';
1373 iem_logger(l_logmessage);
1374 end if;
1375 iem_rules_engine_pub.auto_process_email(p_api_version_number=>1.0,
1376 p_commit=>FND_API.G_FALSE,
1377 p_rule_type=>'AUTOACKNOWLEDGE',
1378 p_keyvals_tbl=>l_class_val_tbl,
1379 p_accountid=>l_post_rec.email_account_id,
1380 x_result=>l_autoproc_result,
1381 x_action=>l_action,
1382 x_parameters=>l_param_rec_tbl,
1383 x_return_status=>l_ret_status,
1384 x_msg_count=>l_msg_count,
1385 x_msg_data=>l_msg_data);
1386
1387 if g_statement_log then
1388 l_logmessage:='End of calling Autoack RE iem_rules_engine_pub.auto_process_email : status : '||l_ret_status ||' l_msg_data : '||l_msg_data;
1389 iem_logger(l_logmessage);
1390 end if;
1391 IF l_ret_status<>'S' THEN
1392 l_logmessage:='Error While Calling rules Engine for Autoacknowledgement';
1393 raise ABORT_PROCESSING;
1394 END IF;
1395 IF l_autoproc_result='T' THEN
1396 FOR l_param_index in l_param_rec_tbl.FIRST..l_param_rec_tbl.LAST LOOP
1397 l_doc_id:=l_param_rec_tbl(l_param_index).parameter2;
1398 EXIT;
1399 END LOOP;
1400 l_autoack_flag:='Y';
1401 END IF; -- For Autoack rule processing
1402 END IF; -- for if autaock=0
1403 -- Calling Rules Engine for AutoProcessing
1404 l_param_rec_tbl.delete;
1405
1406 if g_statement_log then
1407 l_logmessage:='Calling auto processing RE iem_rules_engine_pub.auto_process_email';
1408 iem_logger(l_logmessage);
1409 end if;
1410 iem_rules_engine_pub.auto_process_email(p_api_version_number=>1.0,
1411 p_commit=>FND_API.G_FALSE,
1412 p_rule_type=>'AUTOPROCESSING',
1413 p_keyvals_tbl=>l_class_val_tbl,
1414 p_accountid=>l_post_rec.email_account_id,
1415 x_result=>l_autoproc_result,
1416 x_action=>l_action,
1417 x_parameters=>l_param_rec_tbl,
1418 x_return_status=>l_ret_status,
1419 x_msg_count=>l_msg_count,
1420 x_msg_data=>l_msg_data);
1421
1422
1423 if g_statement_log then
1424 l_logmessage:='End Calling auto processing RE status : '||l_ret_status ||'data : '|| l_msg_data ||' result : '||l_autoproc_result||' action : '|| l_action;
1425 iem_logger(l_logmessage);
1426 end if;
1427
1428 IF l_ret_status<>'S' THEN
1429 l_logmessage:='Error While Calling rules Engine for Autoprocessing';
1430 raise ABORT_PROCESSING;
1431 END IF;
1432
1433 IF l_autoproc_result='T' THEN
1434 IF l_action='EXECPROCEDURE' THEN
1435 IF ((l_post_rec.ih_media_item_id is not null) and
1436 (FND_PROFILE.VALUE_SPECIFIC('IEM_RERUN_CUSTOM_PROCEDURE')='N')) THEN
1437 if g_statement_log then
1438 l_logmessage:='Not Executing Custom Procedure Again ';
1439 iem_logger(l_logmessage);
1440
1441 end if;
1442 ELSE
1443
1444 FOR l_param_index in l_param_rec_tbl.FIRST..l_param_rec_tbl.LAST LOOP
1445 l_proc_name:=l_param_rec_tbl(l_param_index).parameter1;
1446
1447 EXIT;
1448 END LOOP;
1449 IF l_proc_name is not null THEN
1450 l_run_proc_tbl.delete;
1451 l_tbl_counter:=1;
1452 FOR i in l_class_val_tbl.first..l_class_val_tbl.last LOOP
1453 l_run_proc_tbl(l_tbl_counter).key:=l_class_val_tbl(i).key;
1454 l_run_proc_tbl(l_tbl_counter).value:=l_class_val_tbl(i).value;
1455 l_run_proc_tbl(l_tbl_counter).datatype:=l_class_val_tbl(i).datatype;
1456 l_tbl_counter:=l_tbl_counter+1;
1457 END LOOP;
1458 IEM_TAG_RUN_PROC_PVT.run_Procedure (
1459 p_api_version_number=>1.0 ,
1460 p_procedure_name=>l_proc_name ,
1461 p_key_value =>l_run_proc_tbl,
1462 x_result=>l_result ,
1463 x_return_status=>l_ret_status ,
1464 x_msg_count=>l_msg_count,
1465 x_msg_data=>l_msg_data);
1466 IF l_ret_status='E' THEN
1467 l_logmessage:='Error While Executing Custom Procedure';
1468 raise ABORT_PROCESSING;
1469 ELSE
1470 IF l_result='N' THEN
1471 l_activity_rec.start_date_time := SYSDATE;
1472 l_activity_rec.media_id := l_media_id;
1473 l_activity_rec.action_id := 65; -- EMAIL Resolved No Reply
1474 l_activity_rec.interaction_id := l_interaction_id;
1475 l_activity_rec.action_item_id := 45;-- EMAIL
1476
1477
1478 if g_statement_log then
1479 l_logmessage:='Calling add activity IEM_EMAIL_PROC_PVT.IEM_PROC_IH for action id 65';
1480 iem_logger(l_logmessage);
1481 end if;
1482
1483 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
1484 p_type=>'ACTIVITY' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
1485 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
1486 p_interaction_rec=>l_interaction_rec,
1487 p_activity_rec=>l_activity_rec ,
1488 p_media_lc_rec=>l_media_lc_Rec ,
1489 p_media_rec=>l_media_rec ,
1490 x_id=>l_activity_id,
1491 x_status=>l_stat ,
1492 x_out_text=>l_out_text );
1493
1494
1495 if g_statement_log then
1496 l_logmessage:='after Calling add activity IEM_EMAIL_PROC_PVT.IEM_PROC_IH for action id 65 status : '||l_stat||' text : '||l_out_text||' act id : '||l_activity_id;
1497 iem_logger(l_logmessage);
1498 end if;
1499
1500 IF l_stat<>'S' THEN
1501 l_logmessage:=l_out_text;
1502 raise ABORT_PROCESSING;
1503 END IF;
1504 l_media_lc_rec.media_id :=l_media_id ;
1505 l_media_lc_rec.milcs_type_id := 31; --EMAIL_AUTO_RESOLVED
1506 l_media_lc_rec.start_date_time := sysdate;
1507 l_media_lc_rec.handler_id := 680;
1508 l_media_lc_rec.type_type := 'Email, Inbound';
1509
1510
1511
1512 if g_statement_log then
1513 l_logmessage:='Calling add MLCS IEM_EMAIL_PROC_PVT.IEM_PROC_IH for milcs id 31 ';
1514 iem_logger(l_logmessage);
1515 end if;
1516 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
1517 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
1518 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
1519 p_interaction_rec=>l_interaction_rec,
1520 p_activity_rec=>l_activity_rec ,
1521 p_media_lc_rec=>l_media_lc_Rec ,
1522 p_media_rec=>l_media_rec ,
1523 x_id=>l_milcs_id,
1524 x_status=>l_stat ,
1525 x_out_text=>l_out_text );
1526
1527
1528 if g_statement_log then
1529 l_logmessage:='After add MLCS IEM_EMAIL_PROC_PVT.IEM_PROC_IH for milcs id 31 staus : '||l_stat||' text : '||l_out_text||' l_milcs_id : '||l_milcs_id;
1530 iem_logger(l_logmessage);
1531 end if;
1532
1533 IF l_stat<>'S' THEN
1534 l_logmessage:=l_out_text;
1535 raise ABORT_PROCESSING;
1536 END IF;
1537 -- Update the Media Life Cycle for Auto Resolve
1538 l_media_lc_rec.milcs_id:=l_milcs_id;
1539
1540
1541 if g_statement_log then
1542 l_logmessage:='Calling update MLCS IEM_EMAIL_PROC_PVT.IEM_PROC_IH for milcs id 31 ';
1543 iem_logger(l_logmessage);
1544 end if;
1545
1546 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
1547 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
1548 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
1549 p_interaction_rec=>l_interaction_rec,
1550 p_activity_rec=>l_activity_rec ,
1551 p_media_lc_rec=>l_media_lc_Rec ,
1552 p_media_rec=>l_media_rec ,
1553 x_id=>l_milcs_id,
1554 x_status=>l_stat ,
1555 x_out_text=>l_out_text );
1556
1557
1558
1559 if g_statement_log then
1560 l_logmessage:='After update MLCS IEM_EMAIL_PROC_PVT.IEM_PROC_IH for milcs id 31 staus : '||l_stat||' text : '||l_out_text||' l_milcs_id : '||l_milcs_id;
1561 iem_logger(l_logmessage);
1562 end if;
1563
1564 IF l_stat<>'S' THEN
1565 l_logmessage:=l_out_text;
1566 raise ABORT_PROCESSING;
1567 END IF;
1568 -- Create a Record in IEM_RT_PROC_EMAILS
1569
1570
1571 if g_statement_log then
1572 l_logmessage:='Calling IEM_RT_PROC_EMAILS_PVT.create_item after update mlcs 31';
1573 iem_logger(l_logmessage);
1574 end if;
1575
1576 IEM_RT_PROC_EMAILS_PVT.create_item (
1577 p_api_version_number => 1.0,
1578 p_init_msg_list=>'F' ,
1579 p_commit=>'F',
1580 p_message_id =>l_post_rec.message_id,
1581 p_email_account_id =>l_post_rec.email_account_id,
1582 p_priority =>l_post_rec.priority,
1583 p_agent_id =>-1,
1584 p_group_id =>-1,
1585 p_sent_date =>l_header_Rec.sent_date,
1586 p_received_date =>l_post_Rec.received_Date,
1587 p_rt_classification_id =>l_rt_classification_id,
1588 p_customer_id=>l_customer_id ,
1589 p_contact_id=>g_contact_id ,
1590 p_relationship_id=>g_relation_id ,
1591 p_interaction_id=>l_interaction_id ,
1592 p_ih_media_item_id=>l_media_id ,
1593 p_msg_status=>l_post_rec.msg_status ,
1594 p_mail_proc_status=>'R' ,
1595 p_mail_item_status=>null ,
1596 p_category_map_id=>null ,
1597 p_rule_id=>l_rule_id,
1598 p_subject=>l_header_rec.subject,
1599 p_sender_address=>l_sender,
1600 p_from_agent_id=>null,
1601 x_return_status=>l_ret_status ,
1602 x_msg_count=>l_msg_count ,
1603 x_msg_data=>l_msg_data);
1604
1605
1606 if g_statement_log then
1607 l_logmessage:='After update MLCS IEM_EMAIL_PROC_PVT.IEM_PROC_IH for milcs id 31 staus : '||l_stat||' text : '||l_out_text||' l_milcs_id : '||l_milcs_id;
1608 iem_logger(l_logmessage);
1609 end if;
1610
1611 IF l_ret_status<>'S' THEN
1612 l_logmessage:='EXECPROC:Error While Inserting Record in Proc Emails Table ';
1613 raise ABORT_PROCESSING;
1614 END IF;
1615 -- Add a Activity for AUTO-UPDATE OF SR if the incoming email contain reference to SR
1616 if l_sr_id is not null then
1617 l_activity_rec.start_date_time := SYSDATE;
1618 l_activity_rec.media_id := l_media_id;
1619 l_activity_rec.action_id := 75; -- Auto Update Of SR
1620 l_activity_rec.interaction_id := l_interaction_id;
1621 l_activity_rec.action_item_id := 45;-- EMAIL
1622 l_activity_rec.DOC_ID := l_sr_id;
1623 l_activity_rec.DOC_REF := 'SR';
1624 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
1625 p_type=>'ACTIVITY', -- MEDIA/ACTIVITY/MLCS/INTERACTION
1626 p_action=>'ADD', -- ADD/UPDATE/CLOSE
1627 p_interaction_rec=>l_interaction_rec,
1628 p_activity_rec=>l_activity_rec,
1629 p_media_lc_rec=>l_media_lc_Rec,
1630 p_media_rec=>l_media_rec,
1631 x_id=>l_activity_id,
1632 x_status=>l_stat,
1633 x_out_text=>l_out_text );
1634
1635 IF l_stat<>'S' THEN
1636 l_logmessage:=l_out_text;
1637 raise ABORT_PROCESSING;
1638 END IF;
1639 l_activity_rec.DOC_ID := null;
1640 l_activity_rec.DOC_REF := null;
1641 end if;
1642
1643
1644
1645 if g_statement_log then
1646 l_logmessage:='Calling IEM_EMAIL_PROC_PVT.IEM_WRAPUP after update mlcs 31';
1647 iem_logger(l_logmessage);
1648 end if;
1649 IEM_EMAIL_PROC_PVT.IEM_WRAPUP(p_interaction_id=>l_interaction_id,
1650 p_media_id=>l_media_id ,
1651 p_milcs_id=>l_mp_milcs_id,
1652 p_action=>'R',
1653 p_email_rec =>l_post_rec,
1654 p_action_id=>65,
1655 x_out_text=>l_out_text,
1656 x_status=>l_stat );
1657
1658
1659 if g_statement_log then
1660 l_logmessage:='End of IEM_EMAIL_PROC_PVT.IEM_WRAPUP after update mlcs 31 status : '||l_stat ||' data: '||l_out_text;
1661 iem_logger(l_logmessage);
1662 end if;
1663
1664 IF l_stat='E' THEN
1665 l_logmessage:=l_out_text;
1666 raise ABORT_PROCESSING;
1667 END IF;
1668 raise STOP_PROCESSING;
1669 END IF;
1670 END IF;
1671 END IF;
1672 END IF; -- end if for if media id is not null
1673 ELSIF l_action in ('AUTOCREATESR','UPDSERVICEREQID') then
1674 l_logmessage := 'AUTOCREATESR section';
1675 iem_logger(l_logmessage);
1676
1677 -- Populate l_email_doc_tbl for both autocreate and autoupdate SR
1678 FOR l_param_index in l_param_rec_tbl.FIRST..l_param_rec_tbl.LAST LOOP
1679 -- Added NVL condition for bug 11796985
1680 l_status_id:=to_number(NVL(l_param_rec_tbl(l_param_index).parameter1,'0'));
1681 l_email_doc_tbl(l_param_index).doc_id:=l_param_rec_tbl(l_param_index).parameter2;
1682 -- siahmed 12.1.3
1683 --this has been added in iemprulb.pls in procedure auto_process_email
1684 l_parser_id:=to_number(l_param_rec_tbl(l_param_index).parameter3);
1685
1686 l_logmessage := 'status id is: ' || l_status_id ||'parser id is ' || l_parser_id ;
1687 iem_logger(l_logmessage);
1688
1689 l_email_doc_tbl(l_param_index).type:='I';
1690 EXIT;
1691 END LOOP;
1692 l_qual_tbl.delete;
1693
1694
1695 if g_statement_log then
1696 l_logmessage:='before call to Getting mergeval status';
1697 iem_logger(l_logmessage);
1698 end if;
1699 IEM_EMAIL_PROC_PVT.IEM_GET_MERGEVAL(p_email_account_id=>l_post_rec.email_account_id ,
1700 p_mailer =>l_header_rec.from_str,
1701 p_dflt_sender=>l_sender ,
1702 p_subject=>l_header_rec.subject,
1703 x_qual_tbl=> l_qual_tbl,
1704 x_status=>l_status,
1705 x_out_text=>l_out_Text);
1706
1707
1708 if g_statement_log then
1709 l_logmessage:='Getting mergeval status '||l_status|| ' text : '||l_out_text;
1710 iem_logger(l_logmessage);
1711 end if;
1712
1713 IF l_action='AUTOCREATESR' THEN
1714 l_logmessage := 'Entering into AUTOCREATESR section';
1715 iem_logger(l_logmessage);
1716
1717 -- Retrieve Party Id
1718 if l_acct_type='I' then -- select the party id from profile
1719 l_emp_flag:='Y';
1720 BEGIN
1721 Select person_id into l_contact_id
1722 from per_workforce_current_x
1723 Where upper(email_address)=upper(l_sender);
1724 exception when others then
1725 l_contact_id:=null;
1726 END;
1727 l_party_id:=FND_PROFILE.VALUE_SPECIFIC('CS_SR_DEFAULT_CUSTOMER_NAME');
1728
1729
1730 if g_statement_log then
1731 l_logmessage:='insided auto create sr account Type I : l_party_id : '||l_party_id;
1732 iem_logger(l_logmessage);
1733 end if;
1734 else -- External Account
1735
1736
1737 l_emp_flag:='N';
1738
1739
1740 if g_statement_log then
1741 l_logmessage:=' inside auto create sr account type E l_customer_id : '||l_customer_id;
1742 iem_logger(l_logmessage);
1743 end if;
1744 if l_customer_id>0 then
1745 -- Check to see if party identified is a contact or not
1746 select party_type into l_party_type from hz_parties
1747 where party_id=l_customer_id;
1748 if l_party_type='PARTY_RELATIONSHIP' then
1749 -- Try to identify the actual party here
1750 begin
1751 select object_id into l_party_id
1752 from HZ_RELATIONSHIPS where party_id= l_customer_id and
1753 (relationship_code='CONTACT_OF' or relationship_code='EMPLOYEE_OF')
1754 and status='A';
1755 l_contact_id:=l_customer_id;
1756 select contact_point_id into l_contact_point_id
1757 from hz_contact_points
1758 where owner_table_name='HZ_PARTIES'
1759 and owner_table_id=l_customer_id
1760 and contact_point_type='EMAIL'
1761 and upper(email_address)=upper(l_sender)
1762 and contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
1763 where contact_level_table='HZ_CONTACT_POINTS' and status='A');
1764
1765
1766 if g_statement_log then
1767 l_logmessage:='getting contact point id '||l_contact_point_id;
1768 iem_logger(l_logmessage);
1769 end if;
1770
1771 exception when others THEN
1772
1773
1774 if g_statement_log then
1775 l_logmessage:='in exception '||sqlerrm;
1776 iem_logger(l_logmessage);
1777 end if;
1778 l_party_id:=null;
1779 end;
1780 else
1781 l_party_id:=l_customer_id; -- Exact match
1782 l_Contact_id:=g_contact_id;
1783 end if;
1784
1785
1786 if g_statement_log then
1787 l_logmessage:='l_party_id : '||l_party_id ||' contact id : '||l_Contact_id;
1788 iem_logger(l_logmessage);
1789 end if;
1790
1791 elsif l_customer_id=-1 then -- No customer match check profile
1792 -- for what to do next
1793
1794
1795 if g_statement_log then
1796 l_logmessage:='customer id is -1';
1797 iem_logger(l_logmessage);
1798 end if;
1799
1800 if fnd_profile.value_specific('IEM_SR_NO_CUST')='CREATESR' then
1801 l_party_id:=fnd_profile.value_specific('IEM_DEFAULT_CUSTOMER_ID');
1802 else
1803 l_party_id:=null;
1804 end if;
1805 else -- Multiple Customer Match.
1806 l_party_id:=null;
1807 end if;
1808
1809
1810 if g_statement_log then
1811 l_logmessage:='l_party_id after all ifs: '||l_party_id;
1812 iem_logger(l_logmessage);
1813 END if;
1814 end if;
1815 l_logmessage:= 'if party id is null no sr creation- l_party_id:'|| l_party_id;
1816 iem_logger(l_logmessage);
1817
1818 --added the OR with parser id becasue just incase l_party_id returns no rowns or null
1819 --but there is a parser_id there is a possibility that the user trying to create an SR via advanced email SR.
1820
1821 IF ((l_party_id is not null) OR (l_parser_id IS NOT NULL)) then -- Go ahead with creating service request
1822 -- Retrieve the note for the email
1823 iem_text_pvt.RETRIEVE_TEXT(p_message_id=>l_message_id,
1824 x_text=>l_text,
1825 x_status=>l_status);
1826
1827 if g_statement_log then
1828 l_logmessage:='after call to iem_text_pvt.RETRIEVE_TEXT l_status : '||l_status;
1829 iem_logger(l_logmessage);
1830 END if;
1831
1832 if l_status<>'S' then
1833 l_logmessage:='Error Encountered while Retrieving Notes';
1834 iem_logger(l_logmessage);
1835 raise ABORT_PROCESSING;
1836 end if;
1837 l_note_type:=FND_PROFILE.VALUE_SPECIFIC('IEM_SR_NOTE_TYPE');
1838
1839
1840 if g_statement_log then
1841 l_logmessage:='Message id '||l_message_id ||'Note '||substr(l_text,1,200)||'Party id '||l_party_id||'SR type Id '||l_status_id||'Note type '||l_note_type||'Contact id '||l_contact_id ||'Contact Point id '||l_contact_point_id;
1842 iem_logger(l_logmessage);
1843 END if;
1844
1845 --Fix for bug 14202765
1846 l_notes_flag := FND_PROFILE.VALUE('IEM_AUTO_CREATE_SR_ADD_EMAIL_AS_NOTE');
1847 IF ( l_notes_flag = 'N') THEN
1848 l_text := null;
1849 END IF;
1850
1851 if g_statement_log then
1852 l_logmessage:=' l_notes_flag '||l_notes_flag;
1853 iem_logger(l_logmessage);
1854 END if;
1855
1856
1857 --siahmed 12.1.3 project Advanced SR creation
1858 -- if l_parser_id is not null then call advanced SR creation procedure
1859 --if it fails then run the normal sr creation
1860 l_logmessage:= 'before sdvanced sr processing';
1861 iem_logger(l_logmessage);
1862
1863 IF (l_parser_id IS NOT NULL) THEN
1864 l_logmessage:= 'started sdvanced sr processing';
1865 iem_logger(l_logmessage);
1866
1867 advanced_sr_processing (
1868 p_message_id => l_message_id,
1869 p_parser_id => l_parser_id,
1870 p_account_type => l_acct_type,
1871 p_default_type_id => l_status_id,
1872 p_default_customer_id => l_party_id,
1873 p_init_msg_list => FND_API.G_TRUE,
1874 --p_commit => FND_API.G_FALSE,
1875 p_commit => FND_API.G_TRUE,
1876 p_note => l_text,
1877 p_subject => l_header_rec.subject,
1878 p_note_type => l_note_type,
1879 p_contact_id => l_contact_id,
1880 p_contact_point_id => l_contact_point_id,
1881 x_return_status => l_ret_status,
1882 x_msg_count => l_msg_count,
1883 x_msg_data => l_msg_data,
1884 x_request_id => l_sr_id);
1885 l_logmessage:= 'Advanced sr creation status is:'||l_ret_status || 'sr_id is:'||l_sr_id;
1886 iem_logger(l_logmessage);
1887
1888 --if sr creation fails normally then try the old mehtod
1889
1890
1891 --also make sure there is l_party_id that is being passed
1892 if ((l_ret_status <>'S') AND (l_party_id IS NOT NULL)) THEN
1893 l_logmessage:= 'advanced sr fail resort to normal processing';
1894 iem_logger(l_logmessage);
1895
1896 IEM_SERVICEREQUEST_PVT.IEM_CREATE_SR(
1897 p_api_version => 1.0,
1898 p_init_msg_list => FND_API.G_TRUE,
1899 p_commit => FND_API.G_FALSE,
1900 p_message_id => l_message_id,
1901 p_note => l_text,
1902 p_party_id => l_party_id,
1903 p_sr_type_id => l_status_id,
1904 p_subject =>l_header_rec.subject,
1905 p_employee_flag =>l_emp_flag,
1906 p_note_type => l_note_type,
1907 p_contact_id => l_contact_id,
1908 p_contact_point_id =>l_contact_point_id,
1909 x_return_status => l_ret_status,
1910 x_msg_count => l_msg_count,
1911 x_msg_data => l_msg_data,
1912 x_request_id => l_sr_id);
1913 l_logmessage:= 'normal not advaned sr creation status is:'||l_ret_status || 'sr_id is:'||l_sr_id;
1914 iem_logger(l_logmessage);
1915
1916 if l_ret_status <> 'S' THEN
1917 FND_MSG_PUB.Count_And_Get(p_count => l_msg_count, p_data => l_msg_data);
1918 FOR j in 1..FND_MSG_PUB.Count_Msg LOOP
1919
1920 FND_MSG_PUB.Get(
1921 p_msg_index => j,
1922 p_encoded => 'F',
1923 p_data => l_msg_data,
1924 p_msg_index_out => l_msg_index_out);
1925
1926 l_logmessage:='-----------ERROR-----------';
1927 iem_logger(l_logmessage);
1928
1929 l_logmessage:='MESSAGE INDEX1 = ' || l_msg_index_out;
1930 iem_logger(l_logmessage);
1931
1932 l_logmessage:='MESSAGE1 = ' || substr(l_msg_data ,1,150) ;
1933 iem_logger(l_logmessage);
1934
1935 l_logmessage:='----------END OF ERROR-----------';
1936 iem_logger(l_logmessage);
1937
1938 END LOOP;
1939 END IF;
1940
1941 --comment out
1942 END IF; --end of old sr creation
1943 -- if there is no parser id then create sr the old way only if party_id exist
1944 ELSIF (l_party_id IS NOT NULL) THEN
1945 l_logmessage:= 'no advanced sr resort to normal processing';
1946 iem_logger(l_logmessage);
1947
1948 IEM_SERVICEREQUEST_PVT.IEM_CREATE_SR(
1949 p_api_version => 1.0,
1950 p_init_msg_list => FND_API.G_TRUE,
1951 p_commit => FND_API.G_FALSE,
1952 p_message_id => l_message_id,
1953 p_note => l_text,
1954 p_party_id => l_party_id,
1955 p_sr_type_id => l_status_id,
1956 p_subject =>l_header_rec.subject,
1957 p_employee_flag =>l_emp_flag,
1958 p_note_type => l_note_type,
1959 p_contact_id => l_contact_id,
1960 p_contact_point_id =>l_contact_point_id,
1961 x_return_status => l_ret_status,
1962 x_msg_count => l_msg_count,
1963 x_msg_data => l_msg_data,
1964 x_request_id => l_sr_id);
1965 l_logmessage:= 'creating normal after skipping adv sr processing status'||l_ret_status;
1966 iem_logger(l_logmessage);
1967
1968 l_logmessage:= 'sr_id is:'||l_sr_id;
1969 iem_logger(l_logmessage);
1970
1971 END IF;
1972 IF l_ret_status='S' then
1973 -- Add MLCS for Email Resolved as SR created
1974 l_media_lc_rec.media_id :=l_media_id ;
1975 l_media_lc_rec.milcs_type_id := 31;
1976 l_media_lc_rec.start_date_time := sysdate;
1977 l_media_lc_rec.handler_id := 680;
1978 l_media_lc_rec.type_type := 'Email, Inbound';
1979
1980
1981
1982 if g_statement_log then
1983 l_logmessage:='calling IEM_EMAIL_PROC_PVT.IEM_PROC_IH add activity for auto update sr';
1984 iem_logger(l_logmessage);
1985 end if;
1986 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
1987 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
1988 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
1989 p_interaction_rec=>l_interaction_rec,
1990 p_activity_rec=>l_activity_rec ,
1991 p_media_lc_rec=>l_media_lc_Rec ,
1992 p_media_rec=>l_media_rec ,
1993 x_id=>l_milcs_id,
1994 x_status=>l_stat ,
1995 x_out_text=>l_out_text );
1996
1997
1998 if g_statement_log then
1999 l_logmessage:='after IEM_EMAIL_PROC_PVT.IEM_PROC_IH add activity for auto update sr : status : '||l_stat||' text :'||l_out_text||' act id : '||l_activity_id;
2000 iem_logger(l_logmessage);
2001 end if;
2002
2003 IF l_stat<>'S' THEN
2004 l_logmessage:=l_out_text;
2005 raise ABORT_PROCESSING;
2006 END IF;
2007
2008
2009
2010 if g_statement_log then
2011 l_logmessage:='calling IEM_RT_PROC_EMAILS_PVT.create_item after auto update sr';
2012 iem_logger(l_logmessage);
2013 end if;
2014 IEM_RT_PROC_EMAILS_PVT.create_item (
2015 p_api_version_number => 1.0,
2016 p_init_msg_list=>'F' ,
2017 p_commit=>'F',
2018 p_message_id =>l_post_rec.message_id,
2019 p_email_account_id =>l_post_rec.email_account_id,
2020 p_priority =>l_post_rec.priority,
2021 p_agent_id =>-1,
2022 p_group_id =>-1,
2023 p_sent_date =>l_header_Rec.sent_date,
2024 p_received_date =>l_post_Rec.received_Date,
2025 p_rt_classification_id =>l_rt_classification_id,
2026 p_customer_id=>l_customer_id ,
2027 p_contact_id=>g_contact_id ,
2028 p_relationship_id=>g_relation_id ,
2029 p_interaction_id=>l_interaction_id ,
2030 p_ih_media_item_id=>l_media_id ,
2031 p_msg_status=>l_post_rec.msg_status ,
2032 p_mail_proc_status=>'R' ,
2033 p_mail_item_status=>null ,
2034 p_category_map_id=>null ,
2035 p_rule_id=>l_rule_id,
2036 p_subject=>l_header_rec.subject,
2037 p_sender_address=>l_sender,
2038 p_from_agent_id=>null,
2039 x_return_status=>l_ret_status ,
2040 x_msg_count=>l_msg_count ,
2041 x_msg_data=>l_msg_data);
2042
2043
2044 if g_statement_log then
2045 l_logmessage:='after IEM_RT_PROC_EMAILS_PVT.create_item after auto update sr : status :'||l_ret_status ||' data : '||l_msg_data;
2046 iem_logger(l_logmessage);
2047 end if;
2048
2049
2050 IF l_ret_status<>'S' THEN
2051 l_logmessage:='AUTOCREATESR:Error While Inserting Record in Proc Emails Table '||'sqlerrm:'||sqlerrm;
2052 iem_logger(l_logmessage);
2053
2054 raise ABORT_PROCESSING;
2055 END IF;
2056 -- Update the Media Life Cycle for Auto Create SR
2057 l_media_lc_rec.milcs_id:=l_milcs_id;
2058
2059
2060 if g_statement_log then
2061 l_logmessage:='update interaction for auto update sr';
2062 iem_logger(l_logmessage);
2063 end if;
2064 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
2065 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
2066 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
2067 p_interaction_rec=>l_interaction_rec,
2068 p_activity_rec=>l_activity_rec ,
2069 p_media_lc_rec=>l_media_lc_Rec ,
2070 p_media_rec=>l_media_rec ,
2071 x_id=>l_id,
2072 x_status=>l_stat ,
2073 x_out_text=>l_out_text );
2074
2075 if g_statement_log then
2076 l_logmessage:='END IEM_EMAIL_PROC_PVT.IEM_PROC_IH update interaction for auto update sr : status : '||l_stat||' text :'||l_out_text|| ' inter id : '||l_id;
2077 iem_logger(l_logmessage);
2078 end if;
2079
2080
2081 IF l_stat<>'S' THEN
2082 l_logmessage:=l_out_text;
2083 raise ABORT_PROCESSING;
2084 END IF;
2085 -- Create Activity
2086 -- Add a Activity for AUTO-CREATE SR
2087 l_activity_rec.start_date_time := SYSDATE;
2088 l_activity_rec.media_id := l_media_id;
2089 l_activity_rec.action_id := 65; -- Email Resolved
2090 l_activity_rec.interaction_id := l_interaction_id;
2091 l_activity_rec.action_item_id := 45;-- EMAIL
2092 l_activity_rec.DOC_ID := l_sr_id;
2093 l_activity_rec.DOC_REF := 'SR';
2094
2095
2096 if g_statement_log then
2097 l_logmessage:='Calling IEM_EMAIL_PROC_PVT.IEM_PROC_IH add activity for auto create SR email resolved 65';
2098 iem_logger(l_logmessage);
2099 end if;
2100
2101 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
2102 p_type=>'ACTIVITY' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
2103 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
2104 p_interaction_rec=>l_interaction_rec,
2105 p_activity_rec=>l_activity_rec ,
2106 p_media_lc_rec=>l_media_lc_Rec ,
2107 p_media_rec=>l_media_rec ,
2108 x_id=>l_activity_id,
2109 x_status=>l_stat ,
2110 x_out_text=>l_out_text );
2111
2112 if g_statement_log then
2113 l_logmessage:='After IEM_EMAIL_PROC_PVT.IEM_PROC_IH add activity for auto create SR email resolved 65 status : '||l_stat ||'text : '||l_out_text|| 'activity id : '||l_activity_id;
2114 iem_logger(l_logmessage);
2115 end if;
2116
2117 IF l_stat<>'S' THEN
2118 l_logmessage:=l_out_text;
2119 raise ABORT_PROCESSING;
2120 END IF;
2121 -- Add a Activity for CREATE SR
2122 -- select result reason outcome for activity
2123 select wu.outcome_id, wu.result_id, wu.reason_id INTO
2124 l_activity_rec.outcome_id, l_activity_rec.result_id, l_activity_rec.reason_id
2125 from jtf_ih_action_action_items aa, jtf_ih_wrap_ups wu
2126 where aa.action_id =65
2127 and aa.action_item_id =45
2128 and aa.default_wrap_id = wu.wrap_id;
2129 l_activity_rec.start_date_time := SYSDATE;
2130 l_activity_rec.media_id := l_media_id;
2131 l_activity_rec.action_id := 13; -- Create SR
2132 l_activity_rec.interaction_id := l_interaction_id;
2133 l_activity_rec.action_item_id := 17;-- SR
2134 l_activity_rec.DOC_ID := l_sr_id;
2135 l_activity_rec.DOC_REF := 'SR';
2136 -- Added l_activity_rec.doc_source_object_name for bug 9169782
2137 -- Changed by Sanjana Rao on 08-Jan-2010
2138 select incident_number into l_activity_rec.doc_source_object_name
2139 from cs_incidents_all_b where incident_id=l_sr_id;
2140
2141
2142 if g_statement_log then
2143 l_logmessage:='CAlling IEM_EMAIL_PROC_PVT.IEM_PROC_IH add activity for auto create SR';
2144 iem_logger(l_logmessage);
2145 end if;
2146 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
2147 p_type=>'ACTIVITY' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
2148 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
2149 p_interaction_rec=>l_interaction_rec,
2150 p_activity_rec=>l_activity_rec ,
2151 p_media_lc_rec=>l_media_lc_Rec ,
2152 p_media_rec=>l_media_rec ,
2153 x_id=>l_activity_id,
2154 x_status=>l_stat ,
2155 x_out_text=>l_out_text );
2156
2157 if g_statement_log then
2158 l_logmessage:='After IEM_EMAIL_PROC_PVT.IEM_PROC_IH add activity for auto create SR e status : '||l_stat ||'text : '||l_out_text|| 'activity id : '||l_activity_id ;
2159 iem_logger(l_logmessage);
2160 end if;
2161
2162 IF l_stat<>'S' THEN
2163 l_logmessage:=l_out_text;
2164 raise ABORT_PROCESSING;
2165 END IF;
2166 -- Update the mail Processing Life Cycles
2167 l_media_lc_rec.milcs_id:=l_mp_milcs_id;
2168 l_media_lc_rec.milcs_type_id:=17;
2169 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
2170 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
2171 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
2172 p_interaction_rec=>l_interaction_rec,
2173 p_activity_rec=>l_activity_rec ,
2174 p_media_lc_rec=>l_media_lc_Rec ,
2175 p_media_rec=>l_media_rec ,
2176 x_id=>l_id,
2177 x_status=>l_stat ,
2178 x_out_text=>l_out_text );
2179
2180 IF l_stat<>'S' THEN
2181 l_logmessage:=l_out_text;
2182 raise ABORT_PROCESSING;
2183 END IF;
2184 -- Check for Sending out notifications
2185 l_noti_flag:=FND_PROFILE.VALUE_SPECIFIC('IEM_SR_CREATE_NOTI');
2186 if l_noti_flag='Y' then
2187 -- update the itneraction with result reason outcome
2188 select wu.outcome_id, wu.result_id, wu.reason_id INTO
2189 l_interaction_rec.outcome_id, l_interaction_rec.result_id, l_interaction_rec.reason_id
2190 from jtf_ih_action_action_items aa, jtf_ih_wrap_ups wu
2191 where aa.action_id =65
2192 and aa.action_item_id =45
2193 and aa.default_wrap_id = wu.wrap_id;
2194 l_interaction_rec.interaction_id:=l_interaction_id;
2195 select contact_party_id into l_cust_contact_id from jtf_ih_interactions
2196 where interaction_id=l_interaction_id;
2197 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
2198 p_type=>'INTERACTION' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
2199 p_action=>'CLOSE' , -- ADD/UPDATE/CLOSE
2200 p_interaction_rec=>l_interaction_rec,
2201 p_activity_rec=>l_activity_rec ,
2202 p_media_lc_rec=>l_media_lc_Rec ,
2203 p_media_rec=>l_media_rec ,
2204 x_id=>l_id,
2205 x_status=>l_stat ,
2206 x_out_text=>l_out_text );
2207
2208 IF l_stat<>'S' THEN
2209 l_logmessage:=l_out_text;
2210 raise ABORT_PROCESSING;
2211 END IF;
2212
2213
2214 if g_statement_log then
2215 l_logmessage:='calling iem_email_proc_pvt.IEM_AUTOREPLY for auot update sr';
2216 iem_logger(l_logmessage);
2217 end if;
2218 IEM_AUTOREPLY(p_interaction_id=>l_interaction_id ,
2219 p_media_id=>l_media_id,
2220 p_post_rec=>l_post_rec,
2221 p_doc_tbl=>l_email_doc_tbl,
2222 p_subject=>l_header_rec.subject,
2223 P_TAG_KEY_VALUE_TBL=>l_outbox_tbl ,
2224 P_CUSTOMER_ID=>l_customer_id ,
2225 P_RESOURCE_ID=>l_resource_id,
2226 p_qualifiers =>l_qual_tbl,
2227 p_fwd_address=>null,
2228 p_fwd_doc_id=>l_sr_id, -- Pass SR id
2229 p_req_type=>'N', -- For autonotifications
2230 x_out_text=>l_out_text,
2231 x_status=>l_stat ) ;
2232
2233
2234 if g_statement_log then
2235 l_logmessage:='END iem_email_proc_pvt.IEM_AUTOREPLY for auot update sr : status : '||l_stat ||' data : '||l_out_text;
2236 iem_logger(l_logmessage);
2237 end if;
2238
2239 IF l_stat<>'S' THEN
2240 l_logmessage:=l_out_text;
2241 raise ABORT_PROCESSING;
2242 END IF;
2243 l_autoack_flag:='N'; --so that no autoack is send.
2244 else
2245 -- Resolving the message without sending notifications
2246
2247
2248 if g_statement_log then
2249 l_logmessage:='calling IEM_EMAIL_PROC_PVT.IEM_WRAPUP for resolve on auto update sr';
2250 iem_logger(l_logmessage);
2251 end if;
2252 IEM_EMAIL_PROC_PVT.IEM_WRAPUP(p_interaction_id=>l_interaction_id,
2253 p_media_id=>l_media_id ,
2254 p_milcs_id=>l_mp_milcs_id,
2255 p_action=>'R',
2256 p_email_rec =>l_post_rec,
2257 p_action_id=>65,
2258 x_out_text=>l_out_text,
2259 x_status=>l_stat );
2260
2261 if g_statement_log then
2262 l_logmessage:='calling IEM_EMAIL_PROC_PVT.IEM_WRAPUP for resolve on auto update sr status : '||l_stat||' data :'||l_out_text;
2263 iem_logger(l_logmessage);
2264 end if;
2265 IF l_stat<>'S' THEN
2266 l_logmessage:=l_out_text;
2267 raise ABORT_PROCESSING;
2268 END IF;
2269 end if; -- for if l_noti_flag='Y'
2270 raise STOP_PROCESSING;
2271 else -- Sr creation fails so if it is internal type in that casecheck prfile value for next action. in case of external account it is always route.
2272 if l_acct_type='I' then
2273 if (fnd_profile.value_specific('IEM_SR_NOT_UPDATED'))='REDIRECT'
2274 then
2275 l_redirect_flag:='Y';
2276 end if;
2277 end if;
2278
2279 END IF; -- for if l_Ret_status='S' from create sr api
2280 end if; -- for if l_party_id is not null
2281 -- End of create Sr
2282 ELSE -- This is a update service request
2283 IF (l_status_id is not null) and (l_sr_id is not null) then
2284 -- If l_status id is 0 which means user do not want to update status
2285 -- so do not call the update status API
2286 If l_status_id=0 then
2287 l_stat:='S';
2288 ELSE
2289
2290
2291 if g_statement_log then
2292 l_logmessage:='calling IEM_EMAIL_PROC_PVT.IEM_SRSTATUS_UPDATE for auto update sr';
2293 iem_logger(l_logmessage);
2294 end if;
2295
2296 IEM_EMAIL_PROC_PVT.IEM_SRSTATUS_UPDATE(p_sr_id=>l_sr_id ,
2297 p_status_id=>l_status_id,
2298 p_email_rec=>l_post_rec,
2299 x_status =>l_stat,
2300 x_out_text=>l_out_text) ;
2301
2302 if g_statement_log then
2303 l_logmessage:='after IEM_EMAIL_PROC_PVT.IEM_SRSTATUS_UPDATE for auto update l_out_textsr : status : '||l_stat||' text : '||l_out_text;
2304 iem_logger(l_logmessage);
2305 end if;
2306 end if;
2307 IF l_stat='S' then
2308 -- Add a Activity for AUTO-UPDATE OF SR
2309 l_activity_rec.start_date_time := SYSDATE;
2310 l_activity_rec.media_id := l_media_id;
2311 l_activity_rec.action_id := 75; -- Auto Update Of SR
2312 l_activity_rec.interaction_id := l_interaction_id;
2313 l_activity_rec.action_item_id := 45;-- EMAIL
2314 l_activity_rec.DOC_ID := l_sr_id;
2315 l_activity_rec.DOC_REF := 'SR';
2316 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
2317 p_type=>'ACTIVITY' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
2318 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
2319 p_interaction_rec=>l_interaction_rec,
2320 p_activity_rec=>l_activity_rec ,
2321 p_media_lc_rec=>l_media_lc_Rec ,
2322 p_media_rec=>l_media_rec ,
2323 x_id=>l_activity_id,
2324 x_status=>l_stat ,
2325 x_out_text=>l_out_text );
2326
2327 IF l_stat<>'S' THEN
2328 l_logmessage:=l_out_text;
2329 raise ABORT_PROCESSING;
2330 END IF;
2331 --Update Intearctionwith result reason outcome
2332 -- Create a Media Life Cycle for Auto update of SR
2333 l_media_lc_rec.media_id :=l_media_id ;
2334 l_media_lc_rec.milcs_type_id := 40; --EMAIL_AUTO_UPDATED_SR
2335 l_media_lc_rec.start_date_time := sysdate;
2336 l_media_lc_rec.handler_id := 680;
2337
2338
2339 if g_statement_log then
2340 l_logmessage:='calling IEM_EMAIL_PROC_PVT.IEM_PROC_IH update MLCS for auto ack';
2341 iem_logger(l_logmessage);
2342 end if;
2343
2344 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
2345 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
2346 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
2347 p_interaction_rec=>l_interaction_rec,
2348 p_activity_rec=>l_activity_rec ,
2349 p_media_lc_rec=>l_media_lc_Rec ,
2350 p_media_rec=>l_media_rec ,
2351 x_id=>l_id,
2352 x_status=>l_stat ,
2353 x_out_text=>l_out_text );
2354
2355 if g_statement_log then
2356 l_logmessage:='END IEM_EMAIL_PROC_PVT.IEM_PROC_IH update MLCS for auto ack : status : '||l_stat||' txt : '||l_out_text||' mlcs id : '||l_milcs_id;
2357 iem_logger(l_logmessage);
2358 end if;
2359
2360 IF l_stat<>'S' THEN
2361 l_logmessage:=l_out_text;
2362 raise ABORT_PROCESSING;
2363 END IF;
2364 -- Update the Media Life Cycle for Auto Update of SR
2365 l_media_lc_rec.milcs_id:=l_id;
2366 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
2367 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
2368 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
2369 p_interaction_rec=>l_interaction_rec,
2370 p_activity_rec=>l_activity_rec ,
2371 p_media_lc_rec=>l_media_lc_Rec ,
2372 p_media_rec=>l_media_rec ,
2373 x_id=>l_id,
2374 x_status=>l_stat ,
2375 x_out_text=>l_out_text );
2376 IF l_stat<>'S' THEN
2377 l_logmessage:=l_out_text;
2378 raise ABORT_PROCESSING;
2379 END IF;
2380
2381 IEM_RT_PROC_EMAILS_PVT.create_item (
2382 p_api_version_number => 1.0,
2383 p_init_msg_list=>'F' ,
2384 p_commit=>'F',
2385 p_message_id =>l_post_rec.message_id,
2386 p_email_account_id =>l_post_rec.email_account_id,
2387 p_priority =>l_post_rec.priority,
2388 p_agent_id =>-1,
2389 p_group_id =>-1,
2390 p_sent_date =>l_header_Rec.sent_date,
2391 p_received_date =>l_post_Rec.received_Date,
2392 p_rt_classification_id =>l_rt_classification_id,
2393 p_customer_id=>l_customer_id ,
2394 p_contact_id=>g_contact_id ,
2395 p_relationship_id=>g_relation_id ,
2396 p_interaction_id=>l_interaction_id ,
2397 p_ih_media_item_id=>l_media_id ,
2398 p_msg_status=>l_post_rec.msg_status ,
2399 p_mail_proc_status=>'R' ,
2400 p_mail_item_status=>null ,
2401 p_category_map_id=>null ,
2402 p_rule_id=>l_rule_id,
2403 p_subject=>l_header_rec.subject,
2404 p_sender_address=>l_sender,
2405 p_from_agent_id=>null,
2406 x_return_status=>l_ret_status ,
2407 x_msg_count=>l_msg_count ,
2408 x_msg_data=>l_msg_data);
2409 IF l_ret_status<>'S' THEN
2410 l_logmessage:='AUTOUPDSR:Error While Inserting Record in Proc Emails Table ';
2411 raise ABORT_PROCESSING;
2412 END IF;
2413 -- Check for Sending Out Notifications
2414 l_noti_flag:=FND_PROFILE.VALUE_SPECIFIC('IEM_SR_UPDATE_NOTI');
2415 if l_noti_flag='Y' then -- Sends out notifications
2416
2417 -- update the itneraction with result reason outcome
2418 select wu.outcome_id, wu.result_id, wu.reason_id INTO
2419 l_interaction_rec.outcome_id, l_interaction_rec.result_id, l_interaction_rec.reason_id
2420 from jtf_ih_action_action_items aa, jtf_ih_wrap_ups wu
2421 where aa.action_id =75
2422 and aa.action_item_id =45
2423 and aa.default_wrap_id = wu.wrap_id;
2424 l_interaction_rec.interaction_id:=l_interaction_id;
2425 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
2426 p_type=>'INTERACTION' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
2427 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
2428 p_interaction_rec=>l_interaction_rec,
2429 p_activity_rec=>l_activity_rec ,
2430 p_media_lc_rec=>l_media_lc_Rec ,
2431 p_media_rec=>l_media_rec ,
2432 x_id=>l_id,
2433 x_status=>l_stat ,
2434 x_out_text=>l_out_text );
2435
2436
2437 IF l_stat<>'S' THEN
2438 l_logmessage:=l_out_text;
2439 raise ABORT_PROCESSING;
2440 END IF;
2441 l_outbox_tbl.delete;
2442 IF l_tag_keyval.count>0 THEN
2443 FOR i IN l_tag_keyval.FIRST..l_tag_keyval.LAST LOOP
2444 l_outbox_tbl(i).key:=l_tag_keyval(i).key;
2445 l_outbox_tbl(i).value:=l_tag_keyval(i).value;
2446 l_outbox_tbl(i).datatype:=l_tag_keyval(i).datatype;
2447 END LOOP;
2448 END IF;
2449
2450
2451 IEM_AUTOREPLY(p_interaction_id=>l_interaction_id ,
2452 p_media_id=>l_media_id,
2453 p_post_rec=>l_post_rec,
2454 p_doc_tbl=>l_email_doc_tbl,
2455 p_subject=>l_header_rec.subject,
2456 P_TAG_KEY_VALUE_TBL=>l_outbox_tbl ,
2457 P_CUSTOMER_ID=>l_customer_id ,
2458 P_RESOURCE_ID=>l_resource_id,
2459 p_qualifiers =>l_qual_tbl,
2460 p_fwd_address=>null,
2461 p_fwd_doc_id=>l_sr_id, -- Pass the SR id
2462 p_req_type=>'N', -- For autonotifications
2463 x_out_text=>l_out_text,
2464 x_status=>l_stat ) ;
2465
2466 IF l_stat<>'S' THEN
2467 l_logmessage:=l_out_text;
2468 raise ABORT_PROCESSING;
2469 END IF;
2470 l_autoack_flag:='N';
2471 -- Update the mail Processing Life Cycles
2472 l_media_lc_rec.milcs_id:=l_mp_milcs_id;
2473 l_media_lc_rec.milcs_type_id:=17;
2474 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
2475 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
2476 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
2477 p_interaction_rec=>l_interaction_rec,
2478 p_activity_rec=>l_activity_rec ,
2479 p_media_lc_rec=>l_media_lc_Rec ,
2480 p_media_rec=>l_media_rec ,
2481 x_id=>l_id,
2482 x_status=>l_stat ,
2483 x_out_text=>l_out_text );
2484
2485 IF l_stat<>'S' THEN
2486 l_logmessage:=l_out_text;
2487 raise ABORT_PROCESSING;
2488 END IF;
2489 else -- notification flag is not set so resolve the message
2490 IEM_EMAIL_PROC_PVT.IEM_WRAPUP(p_interaction_id=>l_interaction_id,
2491 p_media_id=>l_media_id ,
2492 p_milcs_id=>l_mp_milcs_id,
2493 p_action=>'R',
2494 p_email_rec =>l_post_rec,
2495 p_action_id=>75,
2496 x_out_text=>l_out_text,
2497 x_status=>l_stat );
2498 IF l_stat<>'S' THEN
2499 l_logmessage:=l_out_text;
2500 raise ABORT_PROCESSING;
2501 END IF;
2502 end if; -- for if l_noti_flag='Y';
2503 raise STOP_PROCESSING;
2504 ELSE
2505 -- Sr updation fails so if it is internal type in that casecheck prfile value for next action. in case of external account it is always route.
2506 if l_acct_type='I' then
2507 if (fnd_profile.value_specific('IEM_SR_NOT_UPDATED'))='REDIRECT'
2508 then
2509 l_redirect_flag:='Y';
2510 end if;
2511 end if;
2512 END IF; -- if l_stat='S' from SR update api
2513 ELSE
2514 if g_statement_log then
2515 l_logmessage:='Status Id is not Set at Profile OR SR# is not present in TAG Not updating the SR';
2516 iem_logger(l_logmessage);
2517 end if;
2518 END IF; -- if l_status_id is not null
2519 END IF; -- indicual processing ends
2520 END IF; -- elsif l_Action in ('AUTOCREATESR','AUTOUPDATESR');
2521 END IF; -- if l_autoproc_result='T'
2522 -- Check for autoack Flag if set then send autoack.
2523 IF l_autoack_flag='Y' then
2524 if g_statement_log then
2525 l_logmessage:='Start Sending Out Autoacknowledgement' ;
2526 iem_logger(l_logmessage);
2527 end if;
2528 FND_MESSAGE.Set_Name('IEM','IEM_ADM_AUTO_ACK_CUSTOMER');
2529 FND_MSG_PUB.Add;
2530 l_dflt_sender := FND_MSG_PUB.GET(FND_MSG_pub.Count_Msg,FND_API.G_FALSE);
2531 IEM_EMAIL_PROC_PVT.IEM_AUTOACK(p_email_user=>l_email_user_name,
2532 p_mailer =>l_header_rec.from_str,
2533 p_sender=>l_sender,
2534 p_subject=>l_header_rec.subject,
2535 p_domain_name=>l_email_domain_name,
2536 p_document_id =>l_doc_id,
2537 p_dflt_sender=>l_dflt_sender,
2538 p_int_id=>l_interaction_id,
2539 p_master_account_id=>l_post_rec.email_account_id,
2540 x_status=>l_status,
2541 x_out_text=>l_out_text);
2542 l_media_lc_rec.media_id :=l_media_id ;
2543 l_media_lc_rec.milcs_type_id := 29; --MAIL_AUTOACKNOWLEDGED
2544 l_media_lc_rec.start_date_time := sysdate;
2545 l_media_lc_rec.handler_id := 680;
2546 l_media_lc_rec.type_type := 'Email, Inbound';
2547
2548 IF l_status<>'S' THEN -- Create MLCS after auto ack
2549 if g_error_log then
2550 l_logmessage:='Error In Autoack '||l_out_text;
2551 iem_logger(l_logmessage);
2552 end if;
2553 ELSE
2554 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
2555 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
2556 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
2557 p_interaction_rec=>l_interaction_rec,
2558 p_activity_rec=>l_activity_rec ,
2559 p_media_lc_rec=>l_media_lc_Rec ,
2560 p_media_rec=>l_media_rec ,
2561 x_id=>l_milcs_id,
2562 x_status=>l_stat ,
2563 x_out_text=>l_out_text );
2564
2565 l_media_lc_rec.milcs_id:=l_milcs_id;
2566 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
2567 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
2568 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
2569 p_interaction_rec=>l_interaction_rec,
2570 p_activity_rec=>l_activity_rec ,
2571 p_media_lc_rec=>l_media_lc_Rec ,
2572 p_media_rec=>l_media_rec ,
2573 x_id=>l_milcs_id,
2574 x_status=>l_stat ,
2575 x_out_text=>l_out_text );
2576 END IF; -- End of MLCS Creation
2577 END IF; -- End if for if l_autoack_flag='Y';
2578 -- Calling Rules Engine for AUTO-REDIRECT Type
2579 -- Prior to calling this check if the email is to be redirected on the profile
2580 -- set for autocreate/auto update SR fails for employee type
2581 if l_redirect_flag='N' then
2582 iem_rules_engine_pub.auto_process_email(p_api_version_number=>1.0,
2583 p_commit=>FND_API.G_FALSE,
2584 p_rule_type=>'AUTOREDIRECT',
2585 p_keyvals_tbl=>l_class_val_tbl,
2586 p_accountid=>l_post_rec.email_account_id,
2587 x_result=>l_autoproc_result,
2588 x_action=>l_action,
2589 x_parameters=>l_param_rec_tbl,
2590 x_return_status=>l_ret_status,
2591 x_msg_count=>l_msg_count,
2592 x_msg_data=>l_msg_data);
2593 IF l_ret_status<>'S' THEN
2594 l_logmessage:='Error While Calling rules Engine for AUTOREDIRECT';
2595 raise ABORT_PROCESSING;
2596 END IF;
2597 else -- As auto redirect flag is set for autoupdate/create SR
2598 l_autoproc_result:='T';
2599 l_action:='AUTOREDIRECT_EXTERNAL';
2600 l_ext_address:=fnd_profile.value_specific('IEM_SR_REDIRECT_EMAIL_ADDR');
2601 end if;
2602 if l_action='AUTOREDIRECT_EXTERNAL' and l_autoproc_result='T' THEN
2603 IF l_auto_forward_flag='Y' THEN --donot autoforward to a already autofwd message
2604 l_autoproc_result:='F';
2605 END IF;
2606 end if;
2607 IF ((l_autoproc_result='T') AND (l_action is not null)) THEN
2608 -- Create the activity and necessary MLCS for auto redirect
2609 IF l_action='AUTOREDIRECT_EXTERNAL' THEN
2610 l_media_lc_rec.milcs_type_id := 49; --EMAIL_AUTO_REDIRECTD_EXTERNAL
2611 ELSE
2612 l_media_lc_rec.milcs_type_id := 48; --EMAIL_AUTO_REDIRECTD_INTERNAL
2613 l_media_lc_rec.resource_id:=l_post_rec.email_account_id;
2614
2615 END IF;
2616 -- Create the MILCS
2617 l_media_lc_rec.media_id :=l_media_id ;
2618 l_media_lc_rec.start_date_time := sysdate;
2619 l_media_lc_rec.handler_id := 680;
2620 -- Create MLCS for Auto-Redirect
2621 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
2622 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
2623 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
2624 p_interaction_rec=>l_interaction_rec,
2625 p_activity_rec=>l_activity_rec ,
2626 p_media_lc_rec=>l_media_lc_Rec ,
2627 p_media_rec=>l_media_rec ,
2628 x_id=>l_milcs_id,
2629 x_status=>l_stat ,
2630 x_out_text=>l_out_text );
2631 IF l_stat<>'S' THEN
2632 l_logmessage:=l_out_text;
2633 raise ABORT_PROCESSING;
2634 END IF;
2635 -- Update the Media Life Cycle for Auto RRRR
2636 l_media_lc_rec.milcs_id:=l_milcs_id;
2637 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
2638 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
2639 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
2640 p_interaction_rec=>l_interaction_rec,
2641 p_activity_rec=>l_activity_rec ,
2642 p_media_lc_rec=>l_media_lc_Rec ,
2643 p_media_rec=>l_media_rec ,
2644 x_id=>l_milcs_id,
2645 x_status=>l_stat ,
2646 x_out_text=>l_out_text );
2647
2648 IF l_stat<>'S' THEN
2649 l_logmessage:=l_out_text;
2650 raise ABORT_PROCESSING;
2651 END IF;
2652 IF (l_action='AUTOREDIRECT_EXTERNAL') THEN
2653 if l_redirect_flag='N' then
2654 FOR l_param_index in l_param_rec_tbl.FIRST..l_param_rec_tbl.LAST LOOP
2655 l_ext_address:=l_param_rec_tbl(l_param_index).parameter1;
2656 l_ext_temp_id:=to_number(l_param_rec_tbl(l_param_index).type);
2657 EXIT;
2658 END LOOP;
2659 end if;
2660 -- Calling Outbox Processor API
2661
2662 l_outbox_tbl.delete;
2663 l_qual_tbl.delete;
2664 IF l_tag_keyval.count>0 THEN
2665 FOR i IN l_tag_keyval.FIRST..l_tag_keyval.LAST LOOP
2666 l_outbox_tbl(i).key:=l_tag_keyval(i).key;
2667 l_outbox_tbl(i).value:=l_tag_keyval(i).value;
2668 l_outbox_tbl(i).datatype:=l_tag_keyval(i).datatype;
2669 END LOOP;
2670 END IF;
2671 l_f_name:=substr(l_from_folder,2,length(l_from_folder));
2672 if l_customer_id>0 then
2673 l_cust_search_id:=l_customer_id;
2674 end if;
2675
2676
2677 if g_statement_log then
2678 l_logmessage:='Calling iem autoreply with ext address'||l_ext_address;
2679 iem_logger(l_logmessage);
2680 end if;
2681
2682 IEM_AUTOREPLY(p_interaction_id=>l_interaction_id ,
2683 p_media_id=>l_media_id,
2684 p_post_rec=>l_post_rec,
2685 p_doc_tbl=>l_email_doc_tbl,
2686 p_subject=>l_header_rec.subject,
2687 P_TAG_KEY_VALUE_TBL=>l_outbox_tbl ,
2688 P_CUSTOMER_ID=>l_cust_search_id ,
2689 P_RESOURCE_ID=>l_resource_id,
2690 p_qualifiers =>l_qual_tbl,
2691 p_fwd_address=>l_ext_address,
2692 p_fwd_doc_id=>l_ext_temp_id,
2693 p_req_type=>'F', -- For autoforward
2694 x_out_text=>l_out_text,
2695 x_status=>l_stat ) ;
2696
2697 if g_statement_log then
2698 l_logmessage:='end Calling iem autoreply: status : '||l_stat||' text : '||l_out_text;
2699 iem_logger(l_logmessage);
2700 end if;
2701
2702
2703 IF l_stat<>'S' THEN
2704 l_logmessage:=l_out_text;
2705 raise ABORT_PROCESSING;
2706 END IF;
2707 l_auto_msgstatus:='XREDIRECT'; -- Xternal redirect
2708 raise STOP_AUTO_PROCESSING;
2709 ELSIF (l_action='AUTOREDIRECT_INTERNAL') THEN
2710 FOR l_param_index in l_param_rec_tbl.FIRST..l_param_rec_tbl.LAST LOOP
2711 l_redirect_id:=l_param_rec_tbl(l_param_index).parameter1;
2712 EXIT;
2713 END LOOP;
2714 -- Need new code to complete this .
2715 -- Create a Record for New Email Accounts in PREPROC Tables and Stop Processing for the
2716 -- Current One
2717 delete from iem_email_classifications where message_id=l_post_rec.message_id;
2718 -- Fix for bug 14010115 ,update ih_interaction_id also with latest interaction_id in case new interaction is created.
2719 -- else, row will be updated with old interaction id, in case of auto-redirect rule.
2720 update iem_rt_preproc_emails
2721 set email_account_id=l_redirect_id,
2722 ih_interaction_id=l_interaction_id,
2723 msg_status='REDIRECT',
2724 ih_media_item_id=l_media_id
2725 where message_id=l_post_rec.message_id;
2726
2727
2728
2729 if g_statement_log then
2730 l_logmessage:='calling IEM_EMAIL_PROC_PVT.IEM_WRAPUP inside action = autoredirect internal';
2731 iem_logger(l_logmessage);
2732 end if;
2733 IEM_EMAIL_PROC_PVT.IEM_WRAPUP(p_interaction_id=>l_interaction_id,
2734 p_media_id=>l_media_id ,
2735 p_milcs_id=>l_mp_milcs_id,
2736 p_action=>null,
2737 p_email_rec =>l_post_rec,
2738 p_action_id=>72,
2739 x_out_text=>l_out_text,
2740 x_status=>l_stat );
2741
2742
2743 if g_statement_log then
2744 l_logmessage:='end IEM_EMAIL_PROC_PVT.IEM_WRAPUP inside action = autoredirect internal status : '||l_stat||' text : '||l_out_text;
2745 iem_logger(l_logmessage);
2746 end if;
2747
2748 IF l_stat<>'S' THEN
2749 l_logmessage:=l_out_text;
2750 raise ABORT_PROCESSING;
2751 END IF;
2752 raise STOP_REDIRECT_PROCESSING;
2753 END IF; -- End if for both redirect actions
2754 END IF; --End if for autoproc_result='T'
2755 -- Calling Rules Engine For Auto-Reply
2756
2757
2758 if g_statement_log then
2759 l_logmessage:='calling iem_rules_engine_pub.auto_process_email AUTORRRS';
2760 iem_logger(l_logmessage);
2761 end if;
2762 iem_rules_engine_pub.auto_process_email(p_api_version_number=>1.0,
2763 p_commit=>FND_API.G_FALSE,
2764 p_rule_type=>'AUTORRRS',
2765 p_keyvals_tbl=>l_class_val_tbl,
2766 p_accountid=>l_post_rec.email_account_id,
2767 x_result=>l_autoproc_result,
2768 x_action=>l_action,
2769 x_parameters=>l_param_rec_tbl,
2770 x_return_status=>l_ret_status,
2771 x_msg_count=>l_msg_count,
2772 x_msg_data=>l_msg_data);
2773
2774
2775 if g_statement_log then
2776 l_logmessage:='calling iem_rules_engine_pub.auto_process_email AUTORRRS : status : '||l_ret_status||' data : '||l_msg_data;
2777 iem_logger(l_logmessage);
2778 end if;
2779
2780 IF l_ret_status<>'S' THEN
2781 l_logmessage:='Error While Calling rules Engine for Auto-Reply';
2782 raise ABORT_PROCESSING;
2783 END IF;
2784 IF ((l_autoproc_result='T') AND (l_action is not null)) THEN
2785 IF ((l_action='AUTOREPLYSPECIFIEDDOC') AND (l_auto_reply_flag='N')) THEN
2786 FOR l_param_index in l_param_rec_tbl.FIRST..l_param_rec_tbl.LAST LOOP
2787 -- Add code for integration into Outbox Processing
2788 l_email_doc_tbl(l_param_index).doc_id:=l_param_rec_tbl(l_param_index).parameter2;
2789 l_email_doc_tbl(l_param_index).type:=l_param_rec_tbl(l_param_index).type;
2790 END LOOP;
2791 l_outbox_tbl.delete;
2792 IF l_tag_keyval.count>0 THEN
2793 FOR i IN l_tag_keyval.FIRST..l_tag_keyval.LAST LOOP
2794 l_outbox_tbl(i).key:=l_tag_keyval(i).key;
2795 l_outbox_tbl(i).value:=l_tag_keyval(i).value;
2796 l_outbox_tbl(i).datatype:=l_tag_keyval(i).datatype;
2797 END LOOP;
2798 END IF;
2799 if l_customer_id>0 then
2800 l_cust_search_id:=l_customer_id;
2801 end if;
2802
2803
2804 if g_statement_log then
2805 l_logmessage:='calling iem_email_proc_pvt.IEM_AUTOREPLY inside if';
2806 iem_logger(l_logmessage);
2807 end if;
2808 IEM_AUTOREPLY(p_interaction_id=>l_interaction_id ,
2809 p_media_id=>l_media_id,
2810 p_post_rec=>l_post_rec,
2811 p_doc_tbl=>l_email_doc_tbl,
2812 p_subject=>l_header_rec.subject,
2813 P_TAG_KEY_VALUE_TBL=>l_outbox_tbl ,
2814 P_CUSTOMER_ID=>l_cust_search_id ,
2815 P_RESOURCE_ID=>l_resource_id,
2816 p_qualifiers =>l_qual_tbl,
2817 p_fwd_address=>null,
2818 p_fwd_doc_id=>null,
2819 p_req_type=>'R', --for autoreply
2820 x_out_text=>l_out_text,
2821 x_status=>l_stat ) ;
2822
2823
2824 if g_statement_log then
2825 l_logmessage:='end iem_email_proc_pvt.IEM_AUTOREPLY inside if : status : '||l_stat||' text : '||l_out_text;
2826 iem_logger(l_logmessage);
2827 end if;
2828
2829 IF l_stat='S' THEN
2830 l_auto_msgstatus:='AUTOREPLY';
2831 raise STOP_AUTO_PROCESSING;
2832 ELSE
2833 l_logmessage:=l_out_text;
2834 END IF;
2835
2836 END IF; -- End if for l_action=AUTOREPLYSPECIFIED
2837 END IF; -- End if for autoproc_result='T'
2838 -- Calling DOCUMENT_RETRIEVAL 11.5.10 feature
2839 l_rule_id:=0;
2840
2841
2842 if g_statement_log then
2843 l_logmessage:='calling iem_rules_engine_pub.auto_process_email doc retrieval';
2844 iem_logger(l_logmessage);
2845 end if;
2846 iem_rules_engine_pub.auto_process_email(p_api_version_number=>1.0,
2847 p_commit=>FND_API.G_FALSE,
2848 p_rule_type=>'DOCUMENTRETRIEVAL',
2849 p_keyvals_tbl=>l_class_val_tbl,
2850 p_accountid=>l_post_rec.email_account_id,
2851 x_result=>l_autoproc_result,
2852 x_action=>l_action,
2853 x_parameters=>l_param_rec_tbl,
2854 x_return_status=>l_ret_status,
2855 x_msg_count=>l_msg_count,
2856 x_msg_data=>l_msg_data);
2857
2858
2859 if g_statement_log then
2860 l_logmessage:='end iem_rules_engine_pub.auto_process_email doc retrieval : status : '||l_ret_status || ' text : '||l_msg_data;
2861 iem_logger(l_logmessage);
2862 end if;
2863
2864 IF l_ret_status<>'S' THEN
2865 l_logmessage:='Error While Calling rules Engine for DOCUMENTRETRIEVAL';
2866 raise ABORT_PROCESSING;
2867 END IF;
2868 IF l_autoproc_result='T' THEN
2869 if l_action <> 'MES_CATEGORY_MAPPING' THEN
2870 l_search_type:=substr(l_action,15,length(l_action));
2871 -- identfiying the repository to search
2872 if l_search_type='MES' THEN
2873 l_repos:='MES';
2874 elsif l_search_type='KM' THEN
2875 l_repos:='SMS';
2876 elsif l_search_type='BOTH' THEN
2877 l_repos:='ALL';
2878 end if;
2879 l_cat_counter:=1;
2880 IF l_param_rec_tbl.count>0 THEN
2881 FOR l_param_index in l_param_rec_tbl.FIRST..l_param_rec_tbl.LAST LOOP
2882 IF l_param_rec_tbl(l_param_index).parameter1 <> to_char(-1) then
2883 IF l_param_rec_tbl(l_param_index).parameter1='RULE_ID' then
2884 l_rule_id:=l_param_rec_tbl(l_param_index).parameter2;
2885 ELSE
2886 l_category_id.extend;
2887 l_category_id(l_cat_counter):=l_param_rec_tbl(l_param_index).parameter1;
2888 l_cat_counter:=l_cat_counter+1;
2889 END IF;
2890 END IF;
2891 END LOOP;
2892 END IF;
2893 else
2894 l_search_type:='CM'; --Category based mapping
2895 FOR l_param_index in l_param_rec_tbl.FIRST..l_param_rec_tbl.LAST LOOP
2896 l_cm_cat_id:=l_param_rec_tbl(l_param_index).parameter1;
2897 EXIT;
2898 END LOOP;
2899 end if;
2900 else
2901 l_search_type:=null;
2902 l_cm_Cat_id:=0;
2903 end if ; -- end if for l_autoproc_result='T'
2904 -- CALLING ROUTING ----
2905
2906
2907 if g_statement_log then
2908 l_logmessage:='calling IEM_EMAIL_PROC_PVT.IEM_ROUTING_PROC';
2909 iem_logger(l_logmessage);
2910 end if;
2911
2912 IEM_EMAIL_PROC_PVT.IEM_ROUTING_PROC(
2913 p_email_account_id=>l_post_rec.email_account_id,
2914 p_keyval=>l_class_val_tbl,
2915 x_routing_group_id=>l_group_id,
2916 x_status=>l_status,
2917 x_out_text=>l_out_text) ;
2918
2919
2920 if g_statement_log then
2921 l_logmessage:='end of IEM_EMAIL_PROC_PVT.IEM_ROUTING_PROC : status : '||l_status||' txt : '||l_out_text;
2922 iem_logger(l_logmessage);
2923 end if;
2924
2925
2926 IF l_status <>'S' THEN
2927 l_logmessage:=l_out_text;
2928 if g_error_log then
2929 iem_logger(l_logmessage);
2930 raise abort_processing;
2931 end if;
2932 END IF;
2933 IF l_group_id=-1 then
2934 -- pre 11510 group id for the auto routed message is determined by first group the agent belongs to.Because of
2935 -- supervisor agent inbox requeue message it is defaulted to 0 from 11.5.10.So that anybody can access it.
2936 l_group_id:=0;
2937 l_auto_flag:='Y';
2938 END IF;
2939
2940
2941 if g_statement_log then
2942 l_logmessage:='calling IEM_RT_PROC_EMAILS_PVT.create_item after routing';
2943 iem_logger(l_logmessage);
2944 end if;
2945 IEM_RT_PROC_EMAILS_PVT.create_item (
2946 p_api_version_number => 1.0,
2947 p_init_msg_list=>'F' ,
2948 p_commit=>'F',
2949 p_message_id =>l_post_rec.message_id,
2950 p_email_account_id =>l_post_rec.email_account_id,
2951 p_priority =>l_post_rec.priority,
2952 p_agent_id =>0,
2953 p_group_id =>l_group_id,
2954 p_sent_date =>l_header_Rec.sent_date,
2955 p_received_date =>l_post_Rec.received_Date,
2956 p_rt_classification_id =>l_rt_classification_id,
2957 p_customer_id=>l_customer_id ,
2958 p_contact_id=>g_contact_id ,
2959 p_relationship_id=>g_relation_id ,
2960 p_interaction_id=>l_interaction_id ,
2961 p_ih_media_item_id=>l_media_id ,
2962 p_msg_status=>l_post_rec.msg_status ,
2963 p_mail_proc_status=>'P' ,
2964 p_mail_item_status=>'N' ,
2965 p_category_map_id=>l_cm_cat_id ,
2966 p_rule_id=>l_rule_id,
2967 p_subject=>l_header_rec.subject,
2968 p_sender_address=>l_sender ,
2969 p_from_agent_id=>null,
2970 x_return_status=>l_ret_status ,
2971 x_msg_count=>l_msg_count ,
2972 x_msg_data=>l_msg_data);
2973
2974
2975 if g_statement_log then
2976 l_logmessage:='end IEM_RT_PROC_EMAILS_PVT.create_item after routing : '||l_ret_status||' l_msg_data : '||l_msg_data;
2977 iem_logger(l_logmessage);
2978 end if;
2979 IF l_ret_status='S' THEN
2980 IF l_auto_flag='Y' THEN -- auto Routing Processing
2981 SAVEPOINT auto_route_main;
2982 -- creating RT item bug 7428636
2983
2984
2985 if g_statement_log then
2986 l_logmessage:='calling IEM_CLIENT_PUB.createRTItem';
2987 iem_logger(l_logmessage);
2988 end if;
2989
2990 IEM_CLIENT_PUB.createRTItem (p_api_version_number=>1.0,
2991 p_init_msg_list=>'F',
2992 p_commit=>'F',
2993 p_message_id =>l_post_rec.message_id,
2994 p_to_resource_id =>l_agentid,
2995 p_from_resource_id =>l_agentid,
2996 p_status =>'N',
2997 p_reason =>'O',
2998 p_interaction_id =>l_interaction_id,
2999 x_return_status =>l_ret_status,
3000 x_msg_count =>l_msg_count,
3001 x_msg_data =>l_msg_data,
3002 x_rt_media_item_id =>l_rt_media_item_id,
3003 x_rt_interaction_id =>l_rt_interaction_id);
3004
3005 if g_statement_log then
3006 l_logmessage:='end of IEM_CLIENT_PUB.createRTItem : status : '||l_ret_status||' l_msg_data : '||l_msg_data;
3007 iem_logger(l_logmessage);
3008 end if;
3009
3010 IF l_ret_status<>'S' THEN
3011 if g_error_log then
3012 l_logmessage:='Failed To Auto Route The Message due to error in create RT Item ';
3013 iem_logger(l_logmessage);
3014 end if;
3015 ELSE -- as part of bug fix 7428636
3016 -- Able to create RT Item So do autorouting
3017 update iem_rt_proc_emails
3018 set resource_id=l_agentid
3019 where message_id=l_post_rec.message_id;
3020 -- Create MLCS for Auto Routing
3021
3022 l_media_lc_rec.media_id :=l_media_id ;
3023 l_media_lc_rec.milcs_type_id := 30; --MAIL_AUTOROUTE
3024 l_media_lc_rec.start_date_time := sysdate;
3025 l_media_lc_rec.handler_id := 680;
3026 l_media_lc_rec.type_type := 'Email, Inbound';
3027 l_media_lc_rec.resource_id := l_agentid;
3028 l_stat:='S' ; -- reset to 'S' before starting any MLCS
3029 -- IH activity;
3030
3031
3032 if g_statement_log then
3033 l_logmessage:='calling IEM_EMAIL_PROC_PVT.IEM_PROC_IH ADD MLCS for email inbound auto route ';
3034 iem_logger(l_logmessage);
3035 end if;
3036 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
3037 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
3038 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
3039 p_interaction_rec=>l_interaction_rec,
3040 p_activity_rec=>l_activity_rec ,
3041 p_media_lc_rec=>l_media_lc_Rec ,
3042 p_media_rec=>l_media_rec ,
3043 x_id=>l_milcs_id,
3044 x_status=>l_stat ,
3045 x_out_text=>l_out_text );
3046
3047
3048 if g_statement_log then
3049 l_logmessage:='end IEM_EMAIL_PROC_PVT.IEM_PROC_IH ADD MLCS for email inbound auto route status : '||l_stat||' text : '||l_out_text||' id : '||l_milcs_id;
3050 iem_logger(l_logmessage);
3051 end if;
3052 IF l_stat<>'S' THEN
3053 if g_error_log then
3054 l_logmessage:='Error while creating MLCS for Auto Route '||l_out_text;
3055 iem_logger(l_logmessage);
3056 rollback to auto_route_main;
3057 end if;
3058 END IF;
3059 -- Update the Media Life Cycle for Auto Routing
3060 if l_stat='S' then
3061 l_media_lc_rec.milcs_id:=l_milcs_id;
3062
3063
3064
3065
3066 if g_statement_log then
3067 l_logmessage:='calling IEM_EMAIL_PROC_PVT.IEM_PROC_IH update MLCS for email inbound auto route ';
3068 iem_logger(l_logmessage);
3069 end if;
3070 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
3071 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
3072 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
3073 p_interaction_rec=>l_interaction_rec,
3074 p_activity_rec=>l_activity_rec ,
3075 p_media_lc_rec=>l_media_lc_Rec ,
3076 p_media_rec=>l_media_rec ,
3077 x_id=>l_milcs_id,
3078 x_status=>l_stat ,
3079 x_out_text=>l_out_text );
3080
3081
3082 if g_statement_log then
3083 l_logmessage:='end IEM_EMAIL_PROC_PVT.IEM_PROC_IH update MLCS for email inbound auto route status : '||l_stat||' text : '||l_out_text||' id : '||l_milcs_id;
3084 iem_logger(l_logmessage);
3085 end if;
3086
3087 IF l_stat<>'S' THEN
3088 if g_error_log then
3089 l_logmessage:='Error while updating MLCS for Auto Route '||l_out_text;
3090 iem_logger(l_logmessage);
3091 rollback to auto_route_main;
3092 end if;
3093 END IF;
3094 END IF; -- End If for if l_Stat='S'
3095 if l_stat='S' then
3096 -- In case of autoroute update the interaction with resource id of the agent to which
3097 -- the message is autorouted to
3098 l_interaction_rec.interaction_id:=l_interaction_id;
3099 l_interaction_rec.resource_id:=l_agentid;
3100
3101
3102 if g_statement_log then
3103 l_logmessage:='calling JTF_IH_PUB.Update_Interaction ';
3104 iem_logger(l_logmessage);
3105 end if;
3106
3107 JTF_IH_PUB.Update_Interaction( p_api_version => 1.1,
3108 p_resp_appl_id => TO_NUMBER(FND_PROFILE.VALUE('RESP_APPL_ID')),
3109 p_resp_id => TO_NUMBER(FND_PROFILE.VALUE('RESP_ID')),
3110 p_user_id =>nvl(TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),-1),
3111 p_login_id =>TO_NUMBER(FND_PROFILE.VALUE('LOGIN_ID')),
3112 x_return_status => l_ret_status,
3113 x_msg_count => l_msg_count,
3114 x_msg_data => l_msg_data,
3115 p_interaction_rec => l_interaction_rec
3116 );
3117
3118 if g_statement_log then
3119 l_logmessage:='end JTF_IH_PUB.Update_Interaction status'||l_ret_status || ' txt : '||l_msg_data;
3120 iem_logger(l_logmessage);
3121 end if;
3122
3123 IF l_ret_status<>'S' THEN
3124 IF g_error_log then
3125 l_logmessage:='Error while updating Interactions for Auto Route ';
3126 iem_logger(l_logmessage);
3127 end if;
3128 rollback to auto_route;
3129 ELSE
3130 if g_statement_log then
3131 l_logmessage:='Successfully AutoRoute The Message ';
3132 iem_logger(l_logmessage);
3133 end if;
3134 END IF; -- End If for if l_ret_status='S'
3135 END IF; -- End if for if l_stat='S'
3136 END IF; -- For the ELSE part as part of bug fix 7428636
3137 END IF; -- End If for auto routing;
3138
3139 ELSE
3140
3141
3142 raise ERR_INSERTING;
3143 END IF;
3144 -- Update the Media Life Cycle for Mail processing
3145 l_media_lc_rec.milcs_id:=l_mp_milcs_id;
3146 l_media_lc_rec.milcs_type_id := 17;
3147
3148
3149 if g_statement_log then
3150 l_logmessage:='calling IEM_EMAIL_PROC_PVT.IEM_PROC_IH update MLCS after JTF call ';
3151 iem_logger(l_logmessage);
3152 end if;
3153
3154 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
3155 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
3156 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
3157 p_interaction_rec=>l_interaction_rec,
3158 p_activity_rec=>l_activity_rec ,
3159 p_media_lc_rec=>l_media_lc_Rec ,
3160 p_media_rec=>l_media_rec ,
3161 x_id=>l_milcs_id,
3162 x_status=>l_stat ,
3163 x_out_text=>l_out_text );
3164
3165
3166 if g_statement_log then
3167 l_logmessage:='end IEM_EMAIL_PROC_PVT.IEM_PROC_IH update MLCS after JTF call : status : '||l_stat||' txt : '||l_out_text||' id : '||l_milcs_id;
3168 iem_logger(l_logmessage);
3169 end if;
3170
3171 IF l_stat<>'S' THEN
3172 l_logmessage:=l_out_text;
3173 raise ABORT_PROCESSING;
3174 END IF;
3175 delete from iem_rt_preproc_emails
3176 where message_id=l_post_rec.message_id;
3177 -- Calling the specific search at the End
3178 if g_statement_log then
3179 l_logmessage:='Calling Specific Search API ' ;
3180 iem_logger(l_logmessage);
3181 end if;
3182 BEGIN
3183 IF l_search_type<>'CM' THEN -- Not a MES category based mapping
3184 l_start_search:=1;
3185 FOR v1 in c_class_id LOOP
3186 IEM_EMAIL_PROC_PVT.IEM_WF_SPECIFICSEARCH(
3187 l_post_rec.message_id ,
3188 l_post_rec.email_account_id ,
3189 v1.classification_id,
3190 l_category_id,
3191 l_repos,
3192 l_stat ,
3193 l_out_text);
3194 l_start_search:=l_start_search+1;
3195 EXIT when l_start_search>l_intent_counter;
3196 END LOOP;
3197 ELSIF nvl(l_search_type,' ')='CM' and l_cm_cat_id is not null then
3198 for v_item in c_item LOOP
3199 select count(*) into l_kb_rank
3200 from iem_doc_usage_stats
3201 where kb_doc_id=v_item.item_id;
3202 IEM_KB_RESULTS_PVT.create_item(p_api_version_number=>1.0,
3203 p_init_msg_list=>'F' ,
3204 p_commit=>'F' ,
3205 p_message_id =>l_post_rec.message_id,
3206 p_classification_id=>0,
3207 p_email_account_id=>l_post_rec.email_account_id ,
3208 p_document_id =>to_char(v_item.item_id),
3209 p_kb_repository_name =>'MES',
3210 p_kb_category_name =>'MES',
3211 p_document_title =>v_item.item_name,
3212 p_doc_last_modified_date=>v_item.last_update_date,
3213 p_score =>l_kb_rank,
3214 p_url =>' ',
3215 p_kb_delete=>'N',
3216 p_CREATED_BY =>TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),
3217 p_CREATION_DATE =>SYSDATE,
3218 p_LAST_UPDATED_BY =>TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),
3219 p_LAST_UPDATE_DATE =>SYSDATE,
3220 p_LAST_UPDATE_LOGIN=>TO_NUMBER (FND_PROFILE.VALUE('LOGIN_ID')) ,
3221 p_ATTRIBUTE1 =>null,
3222 p_ATTRIBUTE2 =>null,
3223 p_ATTRIBUTE3 =>null,
3224 p_ATTRIBUTE4 =>null,
3225 p_ATTRIBUTE5 =>null,
3226 p_ATTRIBUTE6 =>null,
3227 p_ATTRIBUTE7 =>null,
3228 p_ATTRIBUTE8 =>null,
3229 p_ATTRIBUTE9 =>null,
3230 p_ATTRIBUTE10 =>null,
3231 p_ATTRIBUTE11 =>null,
3232 p_ATTRIBUTE12 =>null,
3233 p_ATTRIBUTE13 =>null,
3234 p_ATTRIBUTE14 =>null,
3235 p_ATTRIBUTE15 =>null,
3236 x_return_status=>l_ret_status,
3237 x_msg_count=>l_msg_count,
3238 x_msg_data=>l_msg_data);
3239 END LOOP;
3240 END IF; -- Endof search_type<>'CM'
3241 EXCEPTION WHEN OTHERS THEN
3242 NULL;
3243 END;
3244 if g_statement_log then
3245 l_logmessage:='End Of Calling Specific Search API and end of Processing for the message ' ;
3246 iem_logger(l_logmessage);
3247 end if;
3248 commit;
3249 EXCEPTION
3250 when STOP_AUTO_PROCESSING THEN
3251 -- Update the Media Life Cycle for Mail processing -- no need to call wrapup
3252 l_media_lc_rec.milcs_id:=l_mp_milcs_id;
3253 l_media_lc_rec.milcs_type_id := 17;
3254
3255 if g_statement_log then
3256 l_logmessage:=' Calling iem_email_proc_pvt.IEM_PROC_IH update MLCS in STOP_AUTO_PROCESS';
3257 iem_logger(l_logmessage);
3258 end if;
3259 iem_email_proc_pvt.IEM_PROC_IH(
3260 p_type=>'MLCS' ,-- MEDIA/ACTIVITY/MLCS/INTERACTION
3261 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
3262 p_interaction_rec=>l_interaction_rec,
3263 p_activity_rec=>l_activity_rec ,
3264 p_media_lc_rec=>l_media_lc_Rec ,
3265 p_media_rec=>l_media_rec ,
3266 x_id=>l_milcs_id,
3267 x_status=>l_stat ,
3268 x_out_text=>l_out_text );
3269
3270 if g_statement_log then
3271 l_logmessage:=' End iem_email_proc_pvt.IEM_PROC_IH update MLCS in STOP_AUTO_PROCESS :status : '||l_stat||' txt :'||l_out_text||' id : '||l_milcs_id;
3272 iem_logger(l_logmessage);
3273 end if;
3274
3275 IF l_stat<>'S' THEN
3276 if g_error_log then
3277 l_logmessage:=l_out_text;
3278 l_Error_Message := 'Abort Processing '||l_logmessage;
3279 iem_logger(l_Error_Message);
3280
3281 end if;
3282
3283 ROLLBACK TO process_emails_pvt;
3284 -- Timestamp the message to sent it to back of queue
3285 update iem_rt_preproc_emails
3286 set creation_date=sysdate
3287 where message_id=l_post_rec.message_id;
3288 commit;
3289 ELSE
3290 -- Create a Record in IEM_RT_PROC_EMAILS_PVT
3291
3292 if g_statement_log then
3293 l_logmessage:='Calling IEM_RT_PROC_EMAILS_PVT.create_item in STOP_AUTO_PROCESS';
3294 iem_logger(l_logmessage);
3295 end if;
3296 IEM_RT_PROC_EMAILS_PVT.create_item (
3297 p_api_version_number => 1.0,
3298 p_init_msg_list=>'F' ,
3299 p_commit=>'F',
3300 p_message_id =>l_post_rec.message_id,
3301 p_email_account_id =>l_post_rec.email_account_id,
3302 p_priority =>l_post_rec.priority,
3303 p_agent_id =>-1,
3304 p_group_id =>-1,
3305 p_sent_date =>l_header_Rec.sent_date,
3306 p_received_date =>l_post_Rec.received_Date,
3307 p_rt_classification_id =>l_rt_classification_id,
3308 p_customer_id=>l_customer_id ,
3309 p_contact_id=>g_contact_id ,
3310 p_relationship_id=>g_relation_id ,
3311 p_interaction_id=>l_interaction_id ,
3312 p_ih_media_item_id=>l_media_id ,
3313 p_msg_status=>l_auto_msgstatus ,
3314 p_mail_proc_status=>'R' ,
3315 p_mail_item_status=>null ,
3316 p_category_map_id=>null ,
3317 p_rule_id=>l_rule_id,
3318 p_subject=>l_header_rec.subject,
3319 p_sender_address=>l_sender,
3320 p_from_agent_id=>null,
3321 x_return_status=>l_ret_status ,
3322 x_msg_count=>l_msg_count ,
3323 x_msg_data=>l_msg_data);
3324
3325 if g_statement_log then
3326 l_logmessage:=' Calling IEM_RT_PROC_EMAILS_PVT.create_item in STOP_AUTO_PROCESS :status : '||l_ret_status||' l_msg_data: '||l_msg_data;
3327 iem_logger(l_logmessage);
3328 end if;
3329
3330
3331 IF l_ret_status<>'S' THEN
3332 if g_error_log then
3333 l_logmessage:='AUTOREPLY:Error While Inserting Record in Proc Emails Table ';
3334 l_Error_Message := 'Abort Processing '||l_logmessage;
3335 iem_logger(l_Error_Message);
3336 end if;
3337
3338 ROLLBACK TO process_emails_pvt;
3339 -- Timestamp the message to sent it to back of queue
3340 update iem_rt_preproc_emails
3341 set creation_date=sysdate
3342 where message_id=l_post_rec.message_id;
3343 commit;
3344 ELSE
3345 delete from iem_rt_preproc_emails where message_id=l_post_rec.message_id;
3346 commit;
3347 END IF;
3348 END IF;
3349 WHEN STOP_PROCESSING THEN
3350 delete from iem_rt_preproc_emails
3351 where message_id=l_post_rec.message_id;
3352 -- Check for autoack Flag if set then send autoack.
3353 IF l_autoack_flag='Y' then
3354 if g_statement_log then
3355 l_logmessage:='Start Sending Out Autoacknowledgement' ;
3356 iem_logger(l_logmessage);
3357 end if;
3358 FND_MESSAGE.Set_Name('IEM','IEM_ADM_AUTO_ACK_CUSTOMER');
3359 FND_MSG_PUB.Add;
3360 l_dflt_sender := FND_MSG_PUB.GET(FND_MSG_pub.Count_Msg,FND_API.G_FALSE);
3361
3362
3363 if g_statement_log then
3364 l_logmessage:='Calling IEM_EMAIL_PROC_PVT.IEM_AUTOACK in SSTOP_PROCESSING';
3365 iem_logger(l_logmessage);
3366 end if;
3367
3368 IEM_EMAIL_PROC_PVT.IEM_AUTOACK(p_email_user=>l_email_user_name,
3369 p_mailer =>l_header_rec.from_str,
3370 p_sender=>l_sender,
3371 p_subject=>l_header_rec.subject,
3372 p_domain_name=>l_email_domain_name,
3373 p_document_id =>l_doc_id,
3374 p_dflt_sender=>l_dflt_sender,
3375 p_int_id=>l_interaction_id,
3376 p_master_account_id=>l_post_rec.email_account_id,
3377 x_status=>l_status,
3378 x_out_text=>l_out_text);
3379
3380 if g_statement_log then
3381 l_logmessage:='End IEM_EMAIL_PROC_PVT.IEM_AUTOACK in SSTOP_PROCESSING status : '||l_status||' txt :'||l_out_text;
3382 iem_logger(l_logmessage);
3383 end if;
3384 l_media_lc_rec.media_id :=l_media_id ;
3385 l_media_lc_rec.milcs_type_id := 29; --MAIL_AUTOACKNOWLEDGED
3386 l_media_lc_rec.start_date_time := sysdate;
3387 l_media_lc_rec.handler_id := 680;
3388 l_media_lc_rec.type_type := 'Email, Inbound';
3389
3390 IF l_status<>'S' THEN -- Create MLCS after auto ack
3391 if g_error_log then
3392 l_logmessage:='Error In Autoack '||l_out_text;
3393 iem_logger(l_logmessage);
3394 end if;
3395 ELSE
3396
3397
3398 if g_statement_log then
3399 l_logmessage:='call to IEM_EMAIL_PROC_PVT.IEM_PROC_IH ADD MLCS in else statement of stop_processing';
3400 iem_logger(l_logmessage);
3401 end IF;
3402
3403 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
3404 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
3405 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
3406 p_interaction_rec=>l_interaction_rec,
3407 p_activity_rec=>l_activity_rec ,
3408 p_media_lc_rec=>l_media_lc_Rec ,
3409 p_media_rec=>l_media_rec ,
3410 x_id=>l_milcs_id,
3411 x_status=>l_stat ,
3412 x_out_text=>l_out_text );
3413
3414 if g_statement_log then
3415 l_logmessage:='end to IEM_EMAIL_PROC_PVT.IEM_PROC_IH ADD MLCS in else statement of stop_processing status : '||l_stat||' txt :'||l_out_text||' id :'||l_milcs_id;
3416 iem_logger(l_logmessage);
3417 end IF;
3418
3419
3420 l_media_lc_rec.milcs_id:=l_milcs_id;
3421
3422
3423 if g_statement_log then
3424 l_logmessage:='call to IEM_EMAIL_PROC_PVT.IEM_PROC_IH update MLCS in else statement of stop_processing';
3425 iem_logger(l_logmessage);
3426 end IF;
3427
3428 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
3429 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
3430 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
3431 p_interaction_rec=>l_interaction_rec,
3432 p_activity_rec=>l_activity_rec ,
3433 p_media_lc_rec=>l_media_lc_Rec ,
3434 p_media_rec=>l_media_rec ,
3435 x_id=>l_milcs_id,
3436 x_status=>l_stat ,
3437 x_out_text=>l_out_text );
3438
3439 if g_statement_log then
3440 l_logmessage:='end to IEM_EMAIL_PROC_PVT.IEM_PROC_IH ADD MLCS in else statement of stop_processing status : '||l_stat||' txt :'||l_out_text;
3441 iem_logger(l_logmessage);
3442 end IF;
3443 END IF; -- End of MLCS Creation
3444 END IF; -- End if for if l_autoack_flag='Y';
3445 commit;
3446 if g_statement_log then
3447 l_Error_Message := 'stop Further Processing';
3448 iem_logger(l_Error_Message);
3449 end if;
3450 WHEN STOP_REDIRECT_PROCESSING THEN -- Here record can not be deleted from preproc_emails table
3451 if g_statement_log then
3452 l_Error_Message := 'stop Further Processing';
3453 iem_logger(l_Error_Message);
3454 end if;
3455 commit;
3456 WHEN ABORT_PROCESSING THEN
3457 if g_exception_log then
3458 l_Error_Message := 'Abort Processing Due to Oracle Error'||sqlerrm;
3459 iem_logger(l_Error_Message);
3460 end if;
3461
3462 ROLLBACK TO process_emails_pvt;
3463 -- Timestamp the message to sent it to back of queue
3464 update iem_rt_preproc_emails
3465 set creation_date=sysdate
3466 where message_id=l_post_rec.message_id;
3467 commit;
3468
3469 WHEN ERR_INSERTING THEN
3470 if g_exception_log then
3471 l_logmessage := 'Unable To insert Record in Post MDT '||sqlerrm;
3472 iem_logger(l_logmessage);
3473 end if;
3474
3475 ROLLBACK TO process_emails_pvt;
3476 update iem_rt_preproc_emails
3477 set creation_date=sysdate
3478 where message_id=l_post_rec.message_id;
3479 commit;
3480 WHEN NO_RECORD_TO_PROCESS THEN
3481 if g_statement_log then
3482 l_logmessage:='No Valid Record Found For Processing';
3483 iem_logger(l_logmessage);
3484 end if;
3485 WHEN OTHERS THEN
3486 if g_exception_log then
3487 l_logmessage:='Oracle Error Encountered in Processing'||sqlerrm;
3488 iem_logger(l_logmessage);
3489 end if;
3490
3491 ROLLBACK TO process_emails_pvt;
3492 update iem_rt_preproc_emails
3493 set creation_date=sysdate
3494 where message_id=l_post_rec.message_id;
3495 commit;
3496 null;
3497 END;
3498 l_count:=l_count+1;
3499 EXIT when l_count>p_count;
3500 END LOOP;
3501 -- Standard Check Of p_commit.
3502 IF FND_API.To_Boolean(p_commit) THEN
3503 COMMIT WORK;
3504 END IF;
3505 EXCEPTION
3506 WHEN FND_API.G_EXC_ERROR THEN
3507
3508 ROLLBACK TO process_emails_pvt;
3509 FND_MESSAGE.SET_NAME('IEM','IEM_RETRYPROCESS_EXEC_ERROR');
3510 l_Error_Message := FND_MESSAGE.GET;
3511 fnd_file.put_line(fnd_file.log, l_Error_Message);
3512 l_call_status := FND_CONCURRENT.SET_COMPLETION_STATUS('ERROR',l_Error_Message);
3513 WHEN FND_API.G_EXC_UNEXPECTED_ERROR THEN
3514
3515 ROLLBACK TO process_emails_pvt;
3516 FND_MESSAGE.SET_NAME('IEM','IEM_RETRYPROCESS_UNXPTD_ERR');
3517 l_Error_Message := FND_MESSAGE.GET;
3518 fnd_file.put_line(fnd_file.log, l_Error_Message);
3519 l_call_status := FND_CONCURRENT.SET_COMPLETION_STATUS('ERROR',l_Error_Message);
3520 WHEN OTHERS THEN
3521
3522 ROLLBACK TO process_emails_pvt;
3523 FND_MESSAGE.SET_NAME('IEM','IEM_RETRYPROCESS_OTHER_ERR');
3524 l_Error_Message := SQLERRM;
3525 fnd_file.put_line(fnd_file.log, l_Error_Message);
3526 l_call_status := FND_CONCURRENT.SET_COMPLETION_STATUS('ERROR',l_Error_Message);
3527
3528
3529
3530 END PROC_EMAILS;
3531
3532 PROCEDURE iem_logger(l_logmessage in varchar2) IS
3533 begin
3534 if g_statement_log THEN
3535 if( FND_LOG.LEVEL_STATEMENT >= FND_LOG.G_CURRENT_RUNTIME_LEVEL ) then
3536 FND_LOG.STRING(FND_LOG.LEVEL_STATEMENT,'IEM.PLSQL.IEM_EMAIL_PROC_PVT',l_logmessage);
3537 end if;
3538 end if;
3539 if g_exception_log then
3540 if( FND_LOG.LEVEL_EXCEPTION >= FND_LOG.G_CURRENT_RUNTIME_LEVEL ) then
3541 FND_LOG.STRING(FND_LOG.LEVEL_EXCEPTION,'IEM.PLSQL.IEM_EMAIL_PROC_PVT',l_logmessage);
3542 end if;
3543 end if;
3544 if g_error_log then
3545 if( FND_LOG.LEVEL_EXCEPTION >= FND_LOG.G_CURRENT_RUNTIME_LEVEL ) then
3546 FND_LOG.STRING(FND_LOG.LEVEL_EXCEPTION,'IEM.PLSQL.IEM_EMAIL_PROC_PVT',l_logmessage);
3547 end if;
3548 end if;
3549 end iem_logger;
3550
3551 Procedure iem_returned_msg_rec(x_msg_rec out nocopy iem_rt_preproc_emails%ROWTYPE) is
3552 e_nowait EXCEPTION;
3553 PRAGMA EXCEPTION_INIT(e_nowait, -54);
3554 l_post_rec iem_rt_preproc_emails%rowtype;
3555 l_folder_name varchar2(20):='/Inbox';
3556 l_uid number;
3557 l_status varchar2(10);
3558 l_out_text varchar2(1000);
3559 BEGIN
3560 for x in ( select message_id
3561 from iem_rt_preproc_emails
3562 order by priority,creation_date)
3563 LOOP
3564 BEGIN
3565 select * into x_msg_rec from iem_rt_preproc_emails
3566 where message_id=x.message_id FOR UPDATE NOWAIT;
3567 exit;
3568 EXCEPTION when e_nowait then
3569 null;
3570 when others then
3571 null ;
3572 END;
3573 END LOOP;
3574 END;
3575 PROCEDURE IEM_AUTOACK(p_email_user in varchar2,
3576 p_mailer in varchar2,
3577 p_sender in varchar2,
3578 p_subject in varchar2,
3579 p_domain_name in varchar2,
3580 p_document_id in number,
3581 p_dflt_sender in varchar2,
3582 p_int_id in number,
3583 p_master_account_id in number,
3584 x_status OUT NOCOPY varchar2,
3585 x_out_text OUT NOCOPY varchar2) IS
3586 l_str varchar2(255);
3587 l_to_recip varchar2(240);
3588 l_cc_recip varchar2(240);
3589 l_index number;
3590 l_ret number;
3591 l_email_encrypt_tbl IEM_SENDMAIL_PVT.email_encrypt_tbl;
3592 l_ack_sub varchar2(250);
3593 l_status varchar2(10);
3594 l_text_data varchar2(500);
3595 l_reply_address varchar2(500);
3596 l_resource_id number;
3597 l_email_account_id number;
3598 l_qual_tbl IEM_OUTBOX_PROC_PUB.QualifierRecordList;
3599 ACK_FAILED EXCEPTION;
3600 l_ret_status varchar2(10);
3601 l_msg_count number;
3602 l_msg_data varchar2(500);
3603 l_outbox_id number;
3604 l_data varchar2(500);
3605 l_error_text varchar2(500);
3606 l_subject varchar2(500);
3607 l_msg_index_out number;
3608 BEGIN
3609 x_status:='S';
3610 IEM_EMAIL_PROC_PVT.IEM_GET_MERGEVAL(p_email_account_id=>p_master_account_id ,
3611 p_mailer=>p_mailer,
3612 p_dflt_sender=>p_dflt_sender ,
3613 p_subject=>p_subject,
3614 x_qual_tbl=> l_qual_tbl,
3615 x_status=>l_status,
3616 x_out_text=>l_text_data);
3617 if l_status<>'S' THEN
3618 raise ACK_FAILED;
3619 end if;
3620 -- Selecting Auto Ack. Subject which will be appended to original mail
3621 BEGIN
3622 select meaning||': '
3623 into l_ack_sub
3624 from fnd_lookups
3625 where lookup_type='IEM_AUTO_ACKNOWLEDGE'
3626 and lookup_code='SUBJECT';
3627 l_subject:=substr(l_ack_sub||p_subject,1,240);
3628 EXCEPTION WHEN OTHERS THEN
3629 null;
3630 END;
3631 -- Calling OP Api for sending Out Auto Acknowledgement
3632
3633 l_resource_id:=FND_PROFILE.VALUE_SPECIFIC('IEM_SRVR_ARES') ;
3634 IEM_OUTBOX_PROC_PUB.createOutboxMessage(p_api_version_number=>1.0,
3635 p_init_msg_list=>'F',
3636 p_commit=>'F',
3637 P_RESOURCE_ID=>l_resource_id,
3638 p_application_id=>680,
3639 p_responsibility_id=>null,
3640 P_MASTER_ACCOUNT_ID=>p_master_account_id,
3641 P_TO_ADDRESS_LIST=>p_sender,
3642 p_cc_address_list=>null ,
3643 p_bcc_address_list=>null,
3644 P_SUBJECT=>l_subject,
3645 P_SR_ID=>null,
3646 P_CUSTOMER_ID=>null,
3647 P_CONTACT_ID=>g_contact_id,
3648 P_INTERACTION_ID=>p_int_id,
3649 p_qualifiers =>l_qual_tbl ,
3650 P_MESSAGE_TYPE=>null,
3651 P_ENCODING=>null,
3652 P_CHARACTER_SET=>null,
3653 p_option=>'A',
3654 p_relationship_id=>g_relation_id,
3655 X_OUTBOX_ITEM_ID=>l_outbox_id,
3656 X_RETURN_STATUS=>l_ret_status,
3657 X_MSG_COUNT=>l_msg_count,
3658 X_MSG_DATA=>l_msg_data);
3659 if l_ret_status<>'S' THEN
3660 x_out_text:='Failed in createoutbox message '||l_text_data;
3661 raise ACK_FAILED;
3662 end if;
3663 IEM_OUTBOX_PROC_PUB.insertDocument(
3664 p_api_version_number=>1.0 ,
3665 p_outbox_item_id=>l_outbox_id,
3666 p_document_source=>'MES' ,
3667 p_document_id =>p_document_id ,
3668 X_RETURN_STATUS=>l_ret_status,
3669 X_MSG_COUNT=>l_msg_count,
3670 X_MSG_DATA=>l_msg_data);
3671 if l_ret_status<>'S' THEN
3672 x_out_text:='Failed in insert document '||l_text_data;
3673 raise ACK_FAILED;
3674 end if;
3675 IEM_OUTBOX_PROC_PUB.submitOutboxMessage(
3676 p_api_version_number=>1.0 ,
3677 p_init_msg_list=>'F',
3678 p_commit => 'F',
3679 p_outbox_item_id=>l_outbox_id ,
3680 p_preview_bool=>'N',
3681 X_RETURN_STATUS=>l_ret_status,
3682 X_MSG_COUNT=>l_msg_count,
3683 X_MSG_DATA=>l_msg_data);
3684 if l_ret_status<>'S' THEN
3685 x_out_text:='Failed in submit request '||l_text_data;
3686 raise ACK_FAILED;
3687 end if;
3688 x_status:='S';
3689 x_out_text:='Send Acknowledgement Successfully';
3690 EXCEPTION WHEN ACK_FAILED THEN
3691 x_status:='E';
3692 IF (l_msg_count >= 1) THEN
3693 --Only one error
3694 FND_MSG_PUB.Get(p_msg_index => FND_MSG_PUB.G_FIRST,
3695 p_encoded=>'F',
3696 p_data=>l_data,
3697 p_msg_index_out=>l_msg_index_out);
3698 l_error_text:= substr(l_data,1,500);
3699 If (l_msg_count > 1) THEN
3700 --Display all the error messages
3701 FOR j in 2..FND_MSG_PUB.Count_Msg LOOP
3702 FND_MSG_PUB.Get(p_msg_index => FND_MSG_PUB.G_NEXT,
3703 p_encoded=>'F',
3704 p_data=>l_data,
3705 p_msg_index_out=>l_msg_index_out);
3706 l_error_text:= l_error_text||substr(l_data,1,500);
3707 END LOOP;
3708 END IF;
3709 END IF;
3710 x_out_text:=x_out_text||l_error_text;
3711 When Others then
3712 x_out_text:='Oracle Error During sendmail Processings '||sqlerrm;
3713 x_status:='E';
3714 END;
3715 /* This Procedure is invoked for running the customised workflow.
3716 It return the following status .'Y' Process futher . 'N' Not required
3717 to process anymore . 'E' Returns an Error .
3718 */
3719 PROCEDURE IEM_INVOKE_WORKFLOW(p_message_id in number,
3720 p_source_message_id in number,
3721 p_message_size in number,
3722 p_sender_name in varchar2,
3723 p_user_name in varchar2,
3724 p_domain_name in varchar2,
3725 p_priority in varchar2,
3726 p_message_status in varchar2,
3727 p_email_account_id in number,
3728 x_wfoutval out NOCOPY varchar2,
3729 x_status out NOCOPY varchar2,
3730 x_out_text out NOCOPY varchar2) IS
3731
3732 PRAGMA autonomous_transaction;
3733 l_itemkey varchar2(30);
3734 l_process varchar2(1);
3735 l_class number;
3736 l_stat varchar2(10);
3737 l_outval varchar2(200);
3738 l_out_text varchar2(500);
3739 l_count number;
3740 l_comp_id number; -- rt comps id
3741 l_wf_value varchar2(500);
3742 l_ret_status varchar2(10);
3743 l_msg_count number;
3744 l_msg_data varchar2(500);
3745 l_uid number;
3746 l_status varchar2(100);
3747 l_category_id AMV_SEARCH_PVT.amv_number_varray_type:=AMV_SEARCH_PVT.amv_number_varray_type();
3748 CUSTOM_WF_EXCEP EXCEPTION;
3749 MOVE_MSG_EXCEP EXCEPTION;
3750 PROC_ERROR EXCEPTION;
3751 PROCESS_BEFORE EXCEPTION;
3752 BEGIN
3753 -- Check whether the Workflow is already called for this message or not.
3754 -- May be called by a profile value later
3755 begin
3756 select value into l_outval
3757 from iem_comp_rt_stats
3758 where type='WORKFLOW' AND param=to_char(p_message_id);
3759 raise PROCESS_BEFORE;
3760 exception when others then
3761 null;
3762 end;
3763 -- Call the specific search API
3764 BEGIN
3765 select classification_id into l_class
3766 from iem_email_classifications
3767 where message_id=p_message_id
3768 and score = (select max(score) from iem_email_classifications
3769 where message_id=p_message_id)
3770 and rownum=1;
3771 IEM_EMAIL_PROC_PVT.IEM_WF_SPECIFICSEARCH(
3772 p_message_id ,
3773 p_email_account_id ,
3774 l_class,
3775 l_category_id,
3776 null, -- KB search based on profile value
3777 l_stat ,
3778 l_out_text);
3779 EXCEPTION WHEN OTHERS THEN
3780 NULL;
3781 END;
3782 SELECT TO_CHAR(iem.IEM_MAILPREPROCWF_S1.nextval)
3783 INTO l_itemkey
3784 FROM dual;
3785
3786
3787 IEM_MAILPREPROCWF_PUB.IEM_STARTPROCESS(
3788 WorkflowProcess=>'MAILPREPROC',
3789 ItemType=>'IEM_MAIL',
3790 ItemKey=>l_itemkey,
3791 p_itemuserkey =>'iemmail_preproc',
3792 p_msgid =>p_message_id,
3793 p_msgsize =>p_message_size,
3794 p_sender=>p_sender_name,
3795 p_username =>p_user_name,
3796 p_domain=>p_domain_name,
3797 p_priority=>p_priority,
3798 p_msg_status =>p_message_status,
3799 p_email_account_id=>p_email_account_id,
3800 p_flow=>'N',
3801 x_outval=>l_outval,
3802 x_process=>l_process);
3803
3804 IF IEM_Mailpreprocwf_PUB.G_STAT='E' then
3805 raise CUSTOM_WF_EXCEP;
3806 end if;
3807
3808 IEM_COMP_RT_STATS_PVT.create_item(p_api_version_number =>1.0,
3809 p_init_msg_list => FND_API.G_FALSE,
3810 p_commit => FND_API.G_FALSE,
3811 p_type => 'WORKFLOW',
3812 p_param => p_message_id,
3813 p_value => l_outval,
3814 x_return_status => l_stat,
3815 x_msg_count => l_count,
3816 x_msg_data => l_msg_data
3817 );
3818 if l_stat<>'S' THEN
3819 x_out_text:='Error while logging WF Return Value';
3820 raise PROC_ERROR;
3821 end if;
3822 x_wfoutval:=l_outval;
3823 x_status:=l_process;
3824 x_out_text:='Complete WF Processing ';
3825 commit;
3826 IF l_process='N' THEN -- move the message to /Resolved folder
3827 null; -- incorporate appropriate changes later
3828 END IF;
3829 EXCEPTION WHEN CUSTOM_WF_EXCEP THEN
3830 x_status:='E';
3831 x_out_text:=' Workflow Process Returns Error '||sqlerrm;
3832 rollback;
3833 WHEN MOVE_MSG_EXCEP THEN
3834 x_status:='E';
3835 x_out_text:='Error while moving the message to Resolved Folder';
3836 rollback;
3837 WHEN PROC_ERROR THEN
3838 x_status:='E';
3839 rollback;
3840 WHEN PROCESS_BEFORE THEN
3841 x_status:='S';
3842 x_wfoutval:=l_outval;
3843 x_out_text:='Complete WF Processing ';
3844 commit;
3845 WHEN OTHERS THEN
3846 x_status:='E';
3847 x_out_text:=' Oracle Error Customise WF Processing '||sqlerrm;
3848 rollback;
3849 END;
3850
3851 PROCEDURE IEM_SRSTATUS_UPDATE(p_sr_id in number,
3852 p_status_id in number,
3853 p_email_rec in iem_rt_preproc_emails%rowtype,
3854 x_status out NOCOPY varchar2,
3855 x_out_text out NOCOPY varchar2) IS
3856
3857 l_service_request_rec CS_ServiceRequest_PUB.service_request_rec_type;
3858 l_request_id NUMBER;
3859 l_object_version_number NUMBER;
3860 l_request_number VARCHAR2(64);
3861 l_sr_number number;
3862 l_sr_status varchar2(100);
3863 l_status_id number;
3864 l_party_id number;
3865 l_ret_status varchar2(10);
3866 l_msg_count number;
3867 l_count number;
3868 l_interaction_id number;
3869 l_msg_data varchar2(500);
3870 l_out_text varchar2(500);
3871 l_uid number;
3872 l_status_flag varchar2(100);
3873 l_str varchar2(1000);
3874 Type get_data is REF CURSOR;
3875 c1 get_data;
3876 SR_STATUS_UPD_FAIL EXCEPTION;
3877 BEGIN
3878 -- code for auto sr update
3879 x_status:='S';
3880 -- select object version number
3881 BEGIN
3882 open c1 for
3883 'select object_version_number,status_flag from cs_incidents_all_b where incident_id=:sr_id' using p_sr_id;
3884 LOOP
3885 fetch c1 into l_object_version_number,l_status_flag;
3886 exit;
3887 end loop;
3888 EXCEPTION WHEN OTHERS THEN
3889 x_out_Text:='Oracle Error for SR# '||p_sr_id|| 'While selecting object version number '||sqlerrm;
3890 raise SR_STATUS_UPD_FAIL;
3891 END;
3892 IF (l_object_version_number is null) OR (l_status_flag is null) then
3893 x_out_text:='Invalid SR ID In the Tag Data # '||p_sr_id;
3894 raise SR_STATUS_UPD_FAIL;
3895 END IF;
3896 IF l_status_flag<>'C' THEN -- SR is not closed so we can update
3897 l_status_id:=p_status_id;
3898 IEM_ServiceRequest_PVT.Update_Status_Wrap
3899 ( p_api_version =>2.0,
3900 p_init_msg_list =>fnd_api.g_true,
3901 p_commit => fnd_api.g_false,
3902 p_resp_appl_id => TO_NUMBER(FND_PROFILE.VALUE('RESP_APPL_ID')),
3903 p_resp_id => TO_NUMBER(FND_PROFILE.VALUE('RESP_ID')),
3904 p_user_id =>TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),
3905 x_return_status =>l_ret_status,
3906 x_msg_count=>l_msg_count,
3907 x_msg_data =>l_msg_data,
3908 p_request_id =>p_sr_id,
3909 p_object_version_number =>l_object_version_number,
3910 p_status_id=>l_status_id,
3911 p_status=>l_sr_status,
3912 x_interaction_id=>l_interaction_id);
3913 IF l_ret_status<>'S' THEN
3914 x_out_text:='SR update Status Api fails for SR# '||p_sr_id;
3915 FND_MSG_PUB.Get(p_msg_index => FND_MSG_PUB.G_FIRST,
3916 p_encoded=>'F',
3917 p_data=>l_str,
3918 p_msg_index_out=>l_msg_count);
3919 raise SR_STATUS_UPD_FAIL;
3920 END IF;
3921 x_status:='S';
3922 x_out_text:='Successfully Update the SR '||p_sr_id;
3923 ELSE
3924 x_status:='E';
3925 x_out_text:='SR '||p_sr_id||' is Closed Hence Not updated ';
3926 END IF;
3927 EXCEPTION WHEN SR_STATUS_UPD_FAIL THEN
3928 x_status:='E';
3929 x_out_text:=l_str;
3930 WHEN OTHERS THEN
3931 x_out_text:='Error Encoutered While updating status of SR# '||p_sr_id||sqlerrm;
3932 x_status:='E';
3933 end ;
3934
3935 PROCEDURE IEM_CLASSIFICATION_PROC(
3936 p_email_account_id in number,
3937 p_keyval in iem_route_pub.keyVals_tbl_type,
3938 x_rt_classification_id out NOCOPY number,
3939 x_status out NOCOPY varchar2,
3940 x_out_text out NOCOPY varchar2) IS
3941
3942 l_ret_status varchar2(10);
3943 l_msg_count number;
3944 l_msg_data varchar2(500);
3945 CLASS_EXCEPTION EXCEPTION;
3946 BEGIN
3947 x_status:='S';
3948 IEM_ROUTE_CLASS_PUB.CLASSIFY(
3949 p_api_version_number=>1.0,
3950 p_keyVals_tbl=>p_keyval,
3951 p_accountId=>p_email_account_id,
3952 x_classificationId=>x_rt_classification_id,
3953 x_return_status=>l_ret_status,
3954 x_msg_count=>l_msg_count,
3955 x_msg_data=>l_msg_data);
3956 IF l_ret_status <>'S' THEN
3957 x_out_text:='classification engine return Error abandoning further Processing ';
3958 raise class_exception;
3959 END IF;
3960 x_status:='S';
3961 x_out_text:='Successfully Processed Classification Engine and Returned Classification Id '||x_rt_classification_id;
3962 EXCEPTION
3963 WHEN class_exception THEN
3964 x_status:='E';
3965 WHEN OTHERS THEN
3966 x_status:='E';
3967 x_out_text:='Classification Processing Encountered Oracle Error '||sqlerrm;
3968 END IEM_CLASSIFICATION_PROC;
3969
3970 PROCEDURE IEM_ROUTING_PROC(
3971 p_email_account_id in number,
3972 p_keyval in iem_route_pub.keyVals_tbl_type,
3973 x_routing_group_id out NOCOPY number,
3974 x_status out NOCOPY varchar2,
3975 x_out_text out NOCOPY varchar2) IS
3976 KeyValuePairs iem_route_pub.KeyVals_tbl_type;
3977 l_counter number;
3978 l_ret_status varchar2(10);
3979 l_msg_count number;
3980 l_msg_data varchar2(500);
3981 ROUTE_EXCEPTION EXCEPTION;
3982 BEGIN
3983 IEM_ROUTE_PUB.ROUTE(
3984 P_API_VERSION_NUMBER =>1.0,
3985 P_KEYVALS_TBL =>p_keyval,
3986 P_ACCOUNTID =>p_email_account_id,
3987 X_GROUPID =>x_routing_group_id,
3988 X_RETURN_STATUS =>l_ret_status,
3989 X_MSG_COUNT =>l_msg_count,
3990 X_MSG_DATA =>l_msg_data);
3991 IF l_ret_status <>'S' THEN
3992 x_out_text:='Routing engine return Error abandoning further Processing ';
3993 raise route_exception;
3994 END IF;
3995 x_status:='S';
3996 x_out_text:='Successfully Processed Routing Engine and Returned Group Id '||x_routing_group_id;
3997 EXCEPTION
3998 WHEN route_exception THEN
3999 x_status:='E';
4000 WHEN OTHERS THEN
4001 x_status:='E';
4002 x_out_text:='Routing Processing Encountered Oracle Error '||sqlerrm;
4003 END IEM_ROUTING_PROC;
4004
4005 PROCEDURE IEM_PROC_IH(
4006 p_type in varchar2, -- MEDIA/ACTIVITY/MLCS/INTERACTION
4007 p_action in varchar2, -- ADD/UPDATE/CLOSE
4008 p_interaction_rec IN JTF_IH_PUB.interaction_rec_type,
4009 p_activity_rec IN JTF_IH_PUB.activity_rec_type,
4010 p_media_lc_rec IN JTF_IH_PUB.media_lc_rec_type,
4011 p_media_rec IN JTF_IH_PUB.media_rec_type,
4012 x_id OUT NOCOPY NUMBER,
4013 x_status out NOCOPY varchar2,
4014 x_out_text out NOCOPY varchar2) IS
4015 l_media_id number;
4016 l_milcs_id number;
4017 l_interaction_id number;
4018 l_activity_rec JTF_IH_PUB.activity_rec_type;
4019 l_activity_id number;
4020 l_ret_status varchar2(10);
4021 l_msg_data varchar2(1500);
4022 l_data varchar2(1500);
4023 l_error_text varchar2(1500):=' ';
4024 l_msg_count number;
4025 l_msg_index_out number;
4026 IH_EXCEPTION EXCEPTION;
4027 BEGIN
4028 if p_type='MEDIA' THEN
4029 if p_action='ADD' THEN
4030 JTF_IH_PUB.Open_MediaItem(1.0,
4031 'T',
4032 'F',
4033 TO_NUMBER(FND_PROFILE.VALUE('RESP_APPL_ID')),
4034 TO_NUMBER(FND_PROFILE.VALUE('RESP_ID')),
4035 nvl(TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),-1),
4036 TO_NUMBER(FND_PROFILE.VALUE('LOGIN_ID')),
4037 l_ret_status,
4038 l_msg_count,
4039 l_msg_data,
4040 p_media_rec,
4041 l_media_id);
4042 if l_ret_status<>'S' then
4043 x_out_text:='Error While Creating Media Item '||sqlerrm;
4044 raise IH_EXCEPTION;
4045 else
4046 x_id:=l_media_id;
4047 end if;
4048
4049 elsif p_action='UPDATE' THEN
4050
4051 JTF_IH_PUB.Update_MediaItem( 1.0,
4052 'T',
4053 'F',
4054 TO_NUMBER(FND_PROFILE.VALUE('RESP_APPL_ID')),
4055 TO_NUMBER(FND_PROFILE.VALUE('RESP_ID')),
4056 nvl(TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),-1),
4057 TO_NUMBER(FND_PROFILE.VALUE('LOGIN_ID')),
4058 l_ret_status,
4059 l_msg_count,
4060 l_msg_data,
4061 p_media_rec);
4062 if l_ret_status<>'S' then
4063 x_out_text:='Error While Updating Media Item ';
4064 raise IH_EXCEPTION;
4065 end if;
4066 elsif p_action='CLOSE' THEN
4067
4068 JTF_IH_PUB.Close_MediaItem( 1.0,
4069 'T',
4070 'F',
4071 TO_NUMBER(FND_PROFILE.VALUE('RESP_APPL_ID')),
4072 TO_NUMBER(FND_PROFILE.VALUE('RESP_ID')),
4073 nvl(TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),-1),
4074 TO_NUMBER(FND_PROFILE.VALUE('LOGIN_ID')),
4075 l_ret_status,
4076 l_msg_count,
4077 l_msg_data,
4078 p_media_rec);
4079 if l_ret_status<>'S' then
4080 x_out_text:='Error While Closing Media Item ';
4081 raise IH_EXCEPTION;
4082 end if;
4083 end if;
4084 elsif p_type='MLCS' THEN
4085 if p_action='ADD' THEN
4086 JTF_IH_PUB.Add_MediaLifeCycle( 1.0,
4087 'T',
4088 'F',
4089 TO_NUMBER(FND_PROFILE.VALUE('RESP_APPL_ID')),
4090 TO_NUMBER(FND_PROFILE.VALUE('RESP_ID')),
4091 nvl(TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),-1),
4092 TO_NUMBER(FND_PROFILE.VALUE('LOGIN_ID')),
4093 l_ret_status,
4094 l_msg_count,
4095 l_msg_data,
4096 p_media_lc_rec,
4097 l_milcs_id);
4098
4099 if l_ret_status<>'S' then
4100 x_out_text:='Error While Creating Media Life Cycle ';
4101 raise IH_EXCEPTION;
4102 else
4103 x_id:=l_milcs_id;
4104 end if;
4105 elsif p_action='UPDATE' THEN
4106 JTF_IH_PUB.Update_MediaLifeCycle( 1.0,
4107 'T',
4108 'F',
4109 TO_NUMBER(FND_PROFILE.VALUE('RESP_APPL_ID')),
4110 TO_NUMBER(FND_PROFILE.VALUE('RESP_ID')),
4111 nvl(TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),-1),
4112 TO_NUMBER(FND_PROFILE.VALUE('LOGIN_ID')),
4113 l_ret_status,
4114 l_msg_count,
4115 l_msg_data,
4116 p_media_lc_rec);
4117 if l_ret_status<>'S' then
4118 x_out_text:='Error While Updating Media Life Cycle ';
4119 raise IH_EXCEPTION;
4120 end if;
4121 end if;
4122 elsif p_type='INTERACTION' THEN
4123 IF p_action='ADD' THEN
4124
4125 JTF_IH_PUB.Open_Interaction( p_api_version => 1.1,
4126 p_resp_appl_id => TO_NUMBER(FND_PROFILE.VALUE('RESP_APPL_ID')),
4127 p_resp_id => TO_NUMBER(FND_PROFILE.VALUE('RESP_ID')),
4128 p_user_id =>nvl(TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),-1),
4129 p_login_id =>TO_NUMBER(FND_PROFILE.VALUE('LOGIN_ID')),
4130 x_return_status => l_ret_status,
4131 x_msg_count => l_msg_count,
4132 x_msg_data => l_msg_data,
4133 x_interaction_id => l_interaction_id,
4134 p_interaction_rec => p_interaction_rec
4135 );
4136 if l_ret_status<>'S' then
4137 x_out_text:='Error While Creating Interaction ';
4138 raise IH_EXCEPTION;
4139 else
4140 x_id:=l_interaction_id;
4141 end if;
4142 ELSIF p_action='UPDATE' THEN
4143 JTF_IH_PUB.Update_Interaction( p_api_version => 1.1,
4144 p_resp_appl_id => TO_NUMBER(FND_PROFILE.VALUE('RESP_APPL_ID')),
4145 p_resp_id => TO_NUMBER(FND_PROFILE.VALUE('RESP_ID')),
4146 p_user_id =>nvl(TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),-1),
4147 p_login_id =>TO_NUMBER(FND_PROFILE.VALUE('LOGIN_ID')),
4148 x_return_status => l_ret_status,
4149 x_msg_count => l_msg_count,
4150 x_msg_data => l_msg_data,
4151 p_interaction_rec => p_interaction_rec
4152 );
4153 IF l_ret_status<>'S' THEN
4154 x_out_text:='Error While Updating Interaction ';
4155 raise IH_EXCEPTION;
4156 END IF;
4157 ELSIF p_action='CLOSE' THEN
4158 JTF_IH_PUB.Close_Interaction( p_api_version => 1.1,
4159 p_resp_appl_id => TO_NUMBER(FND_PROFILE.VALUE('RESP_APPL_ID')),
4160 p_resp_id => TO_NUMBER(FND_PROFILE.VALUE('RESP_ID')),
4161 p_user_id =>nvl(TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),-1),
4162 p_login_id =>TO_NUMBER(FND_PROFILE.VALUE('LOGIN_ID')),
4163 x_return_status => l_ret_status,
4164 x_msg_count => l_msg_count,
4165 x_msg_data => l_msg_data,
4166 p_interaction_rec => p_interaction_rec);
4167 IF l_ret_status<>'S' THEN
4168 x_out_text:='Error While Closing Interaction ';
4169 raise IH_EXCEPTION;
4170 END IF;
4171 END IF;
4172 elsif p_type='ACTIVITY' THEN
4173 IF p_action='ADD' THEN
4174 l_activity_rec:=p_activity_rec;
4175 BEGIN
4176 select wu.outcome_id, wu.result_id, wu.reason_id INTO
4177 l_activity_rec.outcome_id, l_activity_rec.result_id, l_activity_rec.reason_id
4178 from jtf_ih_action_action_items aa, jtf_ih_wrap_ups wu
4179 where aa.action_id =l_activity_rec.action_id
4180 and aa.action_item_id = l_activity_rec.action_item_id
4181 and aa.default_wrap_id = wu.wrap_id;
4182 EXCEPTION WHEN OTHERS THEN
4183 NULL;
4184 END;
4185 JTF_IH_PUB.Add_Activity(p_api_version => 1.0,
4186 p_resp_appl_id => TO_NUMBER(FND_PROFILE.VALUE('RESP_APPL_ID')),
4187 p_resp_id => TO_NUMBER(FND_PROFILE.VALUE('RESP_ID')),
4188 p_user_id =>nvl(TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),-1),
4189 p_login_id =>TO_NUMBER(FND_PROFILE.VALUE('LOGIN_ID')),
4190 x_return_status => l_ret_status,
4191 x_msg_count => l_msg_count,
4192 x_msg_data => l_msg_data,
4193 p_activity_rec => l_activity_rec,
4194 x_activity_id => l_activity_id
4195 );
4196 if l_ret_status<>'S' then
4197 x_out_text:='Error While Creating Activity ';
4198 raise IH_EXCEPTION;
4199 else
4200 x_id:=l_activity_id;
4201 end if;
4202 END IF;
4203 end if;
4204 x_Status:='S';
4205 EXCEPTION
4206 WHEN IH_EXCEPTION THEN
4207 x_status:='E';
4208 IF (l_msg_count >= 1) THEN
4209 --Only one error
4210 FND_MSG_PUB.Get(p_msg_index => FND_MSG_PUB.G_FIRST,
4211 p_encoded=>'F',
4212 p_data=>l_data,
4213 p_msg_index_out=>l_msg_index_out);
4214 l_error_text:= substr(l_data,1,500);
4215 END IF;
4216 x_out_text:=x_out_text||l_error_text;
4217 WHEN OTHERS THEN
4218 x_status:='E';
4219 x_out_text:='Interaction History Processing Encountered Oracle Error '||sqlerrm;
4220 END IEM_PROC_IH;
4221
4222 PROCEDURE IEM_WRAPUP(p_interaction_id in number,
4223 p_media_id in number,
4224 p_milcs_id in number,
4225 p_action in varchar2,
4226 p_email_rec in iem_rt_preproc_emails%rowtype,
4227 p_action_id in number,
4228 x_out_text out NOCOPY varchar2,
4229 x_status out NOCOPY varchar2) IS
4230
4231 l_media_rec JTF_IH_PUB.media_rec_type;
4232 l_interaction_rec JTF_IH_PUB.interaction_rec_type;
4233 l_stat varchar2(10);
4234 l_out_text varchar2(500);
4235 l_uid number;
4236 l_milcs_id number;
4237 l_interaction_id number;
4238 l_media_lc_rec JTF_IH_PUB.media_lc_rec_type;
4239 l_action_id number;
4240 l_activity_rec JTF_IH_PUB.activity_rec_type;
4241 WRAPUP_ERROR EXCEPTION;
4242 l_ret_status varchar2(10);
4243 l_msg_data varchar2(300);
4244 l_msg_count number;
4245 begin
4246 -- Update the mail Processing Life Cycles
4247 l_media_lc_rec.milcs_id:=p_milcs_id;
4248 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
4249 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
4250 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
4251 p_interaction_rec=>l_interaction_rec,
4252 p_activity_rec=>l_activity_rec ,
4253 p_media_lc_rec=>l_media_lc_Rec ,
4254 p_media_rec=>l_media_rec ,
4255 x_id=>l_milcs_id,
4256 x_status=>l_stat ,
4257 x_out_text=>l_out_text );
4258
4259 IF l_stat<>'S' THEN
4260 x_out_text:=l_out_text;
4261 raise WRAPUP_ERROR;
4262 END IF;
4263 IF p_action is not null THEN
4264 -- incase of auto redirect this is set to null
4265 l_interaction_rec.interaction_id:=p_interaction_id;
4266 BEGIN
4267 select wu.outcome_id, wu.result_id, wu.reason_id into
4268 l_interaction_rec.outcome_id,
4269 l_interaction_rec.result_id,
4270 l_interaction_rec.reason_id
4271 from jtf_ih_action_action_items aa, jtf_ih_wrap_ups wu
4272 where aa.action_id =p_action_id
4273 and aa.action_item_id = 45
4274 and aa.default_wrap_id = wu.wrap_id;
4275 EXCEPTION WHEN OTHERS THEN
4276 null;
4277 END;
4278 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
4279 p_type=>'INTERACTION' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
4280 p_action=>'CLOSE' , -- ADD/UPDATE/CLOSE
4281 p_interaction_rec=>l_interaction_rec,
4282 p_activity_rec=>l_activity_rec ,
4283 p_media_lc_rec=>l_media_lc_Rec ,
4284 p_media_rec=>l_media_rec ,
4285 x_id=>l_interaction_id,
4286 x_status=>l_stat ,
4287 x_out_text=>l_out_text );
4288 IF l_stat<>'S' THEN
4289 x_out_text:=l_out_text;
4290 raise WRAPUP_ERROR;
4291 END IF;
4292 --Closing the media Item
4293 l_media_rec.media_id:=p_media_id;
4294 IEM_EMAIL_PROC_PVT.IEM_PROC_IH(
4295 p_type=>'MEDIA' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
4296 p_action=>'CLOSE' , -- ADD/UPDATE/CLOSE
4297 p_interaction_rec=>l_interaction_rec,
4298 p_activity_rec=>l_activity_rec ,
4299 p_media_lc_rec=>l_media_lc_Rec ,
4300 p_media_rec=>l_media_rec ,
4301 x_id=>l_interaction_id,
4302 x_status=>l_stat ,
4303 x_out_text=>l_out_text );
4304
4305 IF l_stat<>'S' THEN
4306 raise WRAPUP_ERROR;
4307 END IF;
4308
4309 IEM_MAILITEM_PUB.ResolvedMessage (p_api_version_number=>1.0 ,
4310 p_init_msg_list=>'F' ,
4311 p_commit=>'F' ,
4312 p_message_id=>p_email_rec.message_id,
4313 p_action_flag=>p_action ,
4314 x_return_status=>l_ret_status,
4315 x_msg_count=>l_msg_count ,
4316 x_msg_data=>l_msg_data);
4317 IF l_ret_status<>'S' THEN
4318 l_out_text:='Error in Moving Message '||sqlerrm;
4319 raise WRAPUP_ERROR;
4320 END IF;
4321 END IF; -- for p_action is not null
4322 x_status:='S';
4323 EXCEPTION WHEN WRAPUP_ERROR THEN
4324 x_out_text:=l_out_text;
4325 x_status:='E';
4326 WHEN OTHERS THEN
4327 x_out_text:='Oracle Error Encountered in Wrapup '||sqlerrm;
4328 x_status:='E';
4329 end IEM_WRAPUP;
4330
4331 PROCEDURE IEM_AUTOREPLY(p_interaction_id in number,
4332 p_media_id in number,
4333 p_post_rec in iem_rt_preproc_emails%rowtype,
4334 p_doc_tbl in email_doc_tbl,
4335 p_subject in varchar2,
4336 P_TAG_KEY_VALUE_TBL in IEM_OUTBOX_PROC_PUB.keyVals_tbl_type,
4337 P_CUSTOMER_ID in number,
4338 P_RESOURCE_ID in number,
4339 p_qualifiers in IEM_OUTBOX_PROC_PUB.QualifierRecordList,
4340 p_fwd_address in varchar2,
4341 p_fwd_doc_id in number,
4342 p_req_type in varchar2,
4343 x_out_text out NOCOPY varchar2,
4344 x_status out NOCOPY varchar2) IS
4345 l_outbox_id number;
4346 l_ret_status varchar2(100);
4347 l_msg_count number;
4348 l_msg_data varchar2(500);
4349 AUTOREPLY_ERROR EXCEPTION;
4350 l_folder_name varchar2(240);
4351 l_file_name varchar2(256);
4352 l_ext_subject varchar2(100);
4353 l_data varchar2(500);
4354 l_msg_index_out varchar2(10);
4355 l_qual_tbl IEM_OUTBOX_PROC_PUB.QualifierRecordList;
4356 l_error_text varchar2(1000);
4357 l_dflt_sender varchar2(250);
4358 l_sender varchar2(256);
4359 l_from1 number;
4360 l_from2 number;
4361 l_header_rec iem_ms_base_headers%rowtype;
4362 l_notification_id number;
4363 BEGIN
4364 select * into l_header_rec from iem_ms_base_headers
4365 where message_id=p_post_rec.message_id;
4366 l_from1:=instr(l_header_rec.from_str,'<',1,1);
4367 l_from2:=instr(l_header_rec.from_str,'>',1,1);
4368 IF l_from1>0 then -- From Address Contains Both Name and Address
4369 l_sender:=substr(l_header_rec.from_Str,l_from1+1,l_from2-l_from1-1);
4370 ELSE -- From Address contains only Address
4371 l_sender:=l_header_rec.from_str;
4372 END IF;
4373 if p_req_type='R' then -- Autoreply
4374 IEM_OUTBOX_PROC_PUB.createautoreply(p_api_version_number=>1.0,
4375 p_init_msg_list=>'F',
4376 p_commit=>'F',
4377 P_MEDIA_ID=>p_media_id, --- Then next 3 parameter will be null
4378 P_RFC822_MESSAGE_ID =>null,
4379 p_folder_name=>null,
4380 P_MESSAGE_UID =>null,
4381 P_MASTER_ACCOUNT_ID=>p_post_rec.email_account_id,
4382 P_TO_ADDRESS_LIST=>l_sender, -- need to pass sender name
4383 p_cc_address_list=>null ,
4384 p_bcc_address_list=>null,
4385 P_SUBJECT=>l_header_rec.subject,
4386 P_TAG_KEY_VALUE_TBL=>p_tag_key_value_tbl,
4387 P_CUSTOMER_ID=>p_customer_id,
4388 P_INTERACTION_ID=>p_interaction_id,
4389 P_RESOURCE_ID=>p_resource_id,
4390 p_qualifiers =>p_qualifiers ,
4391 p_contact_id=>g_contact_id,
4392 p_relationship_id=>g_relation_id,
4393 p_mdt_message_id=>p_post_rec.message_id,
4394 X_OUTBOX_ITEM_ID=>l_outbox_id,
4395 X_RETURN_STATUS=>l_ret_status,
4396 X_MSG_COUNT=>l_msg_count,
4397 X_MSG_DATA=>l_msg_data);
4398 IF l_ret_status<>'S' THEN
4399 x_out_text:='Error Encountered While Calling Create Autoreply';
4400 raise AUTOREPLY_ERROR;
4401 END IF;
4402 FOR i IN p_doc_tbl.FIRST..p_doc_tbl.LAST LOOP
4403 IF p_doc_tbl(i).type='I' THEN
4404 IEM_OUTBOX_PROC_PUB.insertDocument(
4405 p_api_version_number=>1.0 ,
4406 p_outbox_item_id=>l_outbox_id,
4407 p_document_source=>'MES' ,
4408 p_document_id =>p_doc_tbl(i).doc_id ,
4409 X_RETURN_STATUS=>l_ret_status,
4410 X_MSG_COUNT=>l_msg_count,
4411 X_MSG_DATA=>l_msg_data);
4412
4413 IF l_ret_status<>'S' THEN
4414 x_out_text:='Error Encountered While Calling Insert Document ';
4415 raise AUTOREPLY_ERROR;
4416 END IF;
4417 ELSIF p_doc_tbl(i).type='A' THEN
4418
4419 SELECT fl.file_name
4420 INTO l_file_name
4421 FROM jtf_amv_items_tl b ,jtf_amv_attachments a ,fnd_lobs fl
4422 WHERE b.item_id = a.attachment_used_by_id
4423 and a.attachment_used_by='ITEM'
4424 AND a.file_id = fl.file_id
4425 AND b.item_id=p_doc_tbl(i).doc_id
4426 AND b.language=USERENV('LANG')
4427 and rownum=1;
4428
4429 IEM_OUTBOX_PROC_PUB.attachDocument(p_api_version_number=>1.0,
4430 p_init_msg_list=>FND_API.G_FALSE,
4431 p_commit=>FND_API.G_TRUE,
4432 p_outbox_item_id=>l_outbox_id,
4433 p_document_source=>'MES',
4434 p_document_id=>p_doc_tbl(i).doc_id,
4435 p_binary_source=>NULL,
4436 p_attachment_name=>l_file_name,
4437 x_return_status=>l_ret_status,
4438 x_msg_count=>l_msg_count,
4439 x_msg_data=>l_msg_data
4440 );
4441 IF l_ret_status<>'S' THEN
4442 x_out_text:='Error Encountered While Calling Attach Document ';
4443 raise AUTOREPLY_ERROR;
4444 END IF;
4445 END IF;
4446 END LOOP;
4447 elsif p_req_type='N' then -- Auto Notifications
4448 if l_header_rec.reply_to_str is not null then
4449 l_from1:=instr(l_header_rec.reply_to_str,'<',1,1);
4450 l_from2:=instr(l_header_rec.reply_to_str,'>',1,1);
4451 IF l_from1>0 then -- From Address Contains Both Name and Address
4452 l_sender:=substr(l_header_rec.reply_to_str,l_from1+1,l_from2-l_from1-1);
4453 ELSE -- From Address contains only Address
4454 l_sender:=l_header_rec.reply_to_str;
4455 END IF;
4456 END IF;
4457 IEM_OUTBOX_PROC_PUB.createSRAutoNotification(p_api_version_number=>1.0,
4458 p_init_msg_list=>'F',
4459 p_commit=>'F',
4460 P_MEDIA_ID=>p_media_id,
4461 P_MASTER_ACCOUNT_ID=>p_post_rec.email_account_id,
4462 P_TO_ADDRESS_LIST=>l_sender, -- need to pass sender name
4463 p_cc_address_list=>null ,
4464 p_bcc_address_list=>null,
4465 P_SUBJECT=>l_header_rec.subject,
4466 P_TAG_KEY_VALUE_TBL=>p_tag_key_value_tbl,
4467 P_CUSTOMER_ID=>p_customer_id,
4468 P_INTERACTION_ID=>fnd_api.g_miss_num,
4469 P_RESOURCE_ID=>p_resource_id,
4470 p_qualifiers =>p_qualifiers ,
4471 p_contact_id=>g_contact_id,
4472 p_relationship_id=>g_relation_id,
4473 p_message_id=>p_post_rec.message_id,
4474 p_sr_id=>p_fwd_doc_id,
4475 X_OUTBOX_ITEM_ID=>l_outbox_id,
4476 X_RETURN_STATUS=>l_ret_status,
4477 X_MSG_COUNT=>l_msg_count,
4478 X_MSG_DATA=>l_msg_data);
4479 IF l_ret_status<>'S' THEN
4480 x_out_text:='Error Encountered While Calling Create Autonotification';
4481 FND_MSG_PUB.Get(p_msg_index => FND_MSG_PUB.G_FIRST,
4482 p_encoded=>'F',
4483 p_data=>l_data,
4484 p_msg_index_out=>l_msg_index_out);
4485 raise AUTOREPLY_ERROR;
4486 END IF;
4487 FOR i IN p_doc_tbl.FIRST..p_doc_tbl.LAST LOOP
4488 l_notification_id:=p_doc_tbl(i).doc_id;
4489 EXIT;
4490 END LOOP;
4491 IEM_OUTBOX_PROC_PUB.insertDocument(
4492 p_api_version_number=>1.0 ,
4493 p_outbox_item_id=>l_outbox_id,
4494 p_document_source=>'MES' ,
4495 p_document_id =>l_notification_id ,
4496 X_RETURN_STATUS=>l_ret_status,
4497 X_MSG_COUNT=>l_msg_count,
4498 X_MSG_DATA=>l_msg_data);
4499
4500 IF l_ret_status<>'S' THEN
4501 x_out_text:='Error Encountered While Calling Insert Document ';
4502 FND_MSG_PUB.Get(p_msg_index => FND_MSG_PUB.G_FIRST,
4503 p_encoded=>'F',
4504 p_data=>l_data,
4505 p_msg_index_out=>l_msg_index_out);
4506 raise AUTOREPLY_ERROR;
4507 END IF;
4508 else
4509 FND_MESSAGE.Set_Name('IEM','IEM_REDIRECT_EXT_HDR');
4510 FND_MSG_PUB.Add;
4511 l_ext_subject := FND_MSG_PUB.GET(FND_MSG_pub.Count_Msg,FND_API.G_FALSE);
4512 -- Get value for merge fields
4513 FND_MESSAGE.Set_Name('IEM','IEM_ADM_AUTO_ACK_CUSTOMER');
4514 FND_MSG_PUB.Add;
4515 l_dflt_sender := FND_MSG_PUB.GET(FND_MSG_pub.Count_Msg,FND_API.G_FALSE);
4516 IEM_EMAIL_PROC_PVT.IEM_GET_MERGEVAL(p_email_account_id=>p_post_rec.email_account_id,
4517 p_mailer=>l_header_rec.from_str, -- passing the sender name, sanjana rao, bug 8839425
4518 p_dflt_sender=>l_dflt_sender ,
4519 p_subject=>l_header_rec.subject, --passing the subject, sanjana rao , bug 8839425
4520 x_qual_tbl=> l_qual_tbl,
4521 x_status=>l_ret_status,
4522 x_out_text=>l_error_text);
4523 IEM_OUTBOX_PROC_PUB.autoForward(
4524 p_api_version_number=>1.0 ,
4525 p_init_msg_list=>'F' ,
4526 p_commit=>'F' ,
4527 p_media_id=>p_media_id,
4528 p_rfc822_message_id=>null,
4529 p_folder_name=>null ,
4530 p_message_uid=>null,
4531 p_master_account_id=>p_post_rec.email_account_id ,
4532 p_to_address_list=>p_fwd_address ,
4533 p_cc_address_list=>null ,
4534 p_bcc_address_list=>null ,
4535 p_subject=>l_ext_subject||p_subject ,
4536 p_tag_key_value_tbl=>p_tag_key_value_tbl ,
4537 P_CUSTOMER_ID=>p_customer_id,
4538 P_INTERACTION_ID=>p_interaction_id,
4539 P_RESOURCE_ID=>p_resource_id,
4540 p_qualifiers =>l_qual_tbl ,
4541 p_contact_id=>g_contact_id,
4542 p_relationship_id=>g_relation_id,
4543 p_attach_inb=>'A',
4544 p_mdt_message_id=>p_post_rec.message_id,
4545 X_OUTBOX_ITEM_ID=>l_outbox_id,
4546 X_RETURN_STATUS=>l_ret_status,
4547 X_MSG_COUNT=>l_msg_count,
4548 X_MSG_DATA=>l_msg_data);
4549 IF l_ret_status<>'S' THEN
4550 x_out_text:='Outbox Processing Return Error while creating a request for autoforward';
4551 raise AUTOREPLY_ERROR;
4552 END IF;
4553 IEM_OUTBOX_PROC_PUB.insertDocument(
4554 p_api_version_number=>1.0 ,
4555 p_outbox_item_id=>l_outbox_id,
4556 p_document_source=>'MES' ,
4557 p_document_id =>p_fwd_doc_id ,
4558 X_RETURN_STATUS=>l_ret_status,
4559 X_MSG_COUNT=>l_msg_count,
4560 X_MSG_DATA=>l_msg_data);
4561
4562 IF l_ret_status<>'S' THEN
4563 x_out_text:='Error Encountered While Calling Insert Document during autoforward';
4564 raise AUTOREPLY_ERROR;
4565 END IF;
4566 end if;
4567 --submitting the request
4568 IEM_OUTBOX_PROC_PUB.submitOutboxMessage(
4569 p_api_version_number=>1.0 ,
4570 p_init_msg_list=>'F',
4571 p_commit=>'F',
4572 p_outbox_item_id=>l_outbox_id ,
4573 p_preview_bool=>'N',
4574 X_RETURN_STATUS=>l_ret_status,
4575 X_MSG_COUNT=>l_msg_count,
4576 X_MSG_DATA=>l_msg_data);
4577 IF l_ret_status<>'S' THEN
4578 x_out_text:='Error Encountered While Submitting Outbox Request';
4579 FND_MSG_PUB.Get(p_msg_index => FND_MSG_PUB.G_FIRST,
4580 p_encoded=>'F',
4581 p_data=>l_data,
4582 p_msg_index_out=>l_msg_index_out);
4583 raise AUTOREPLY_ERROR;
4584 END IF;
4585 x_status:='S';
4586 x_out_text:='Submit Request For Autoreply Successfully';
4587 EXCEPTION WHEN AUTOREPLY_ERROR THEN
4588 x_status:='E';
4589 x_out_text:=x_out_text||l_data;
4590 WHEN OTHERS THEN
4591 x_out_text:='Oracle Error Encountered '||sqlerrm||' in autoreply processing ';
4592 x_status:='E';
4593 end IEM_AUTOREPLY;
4594
4595 PROCEDURE IEM_GET_MERGEVAL(p_email_account_id in number,
4596 p_mailer in varchar2,
4597 p_dflt_sender in varchar2,
4598 p_subject in varchar2,
4599 x_qual_tbl out nocopy IEM_OUTBOX_PROC_PUB.QualifierRecordList,
4600 x_status out nocopy varchar2,
4601 x_out_text out nocopy varchar2) IS
4602 cursor c1 is select lookup_code,meaning
4603 from fnd_lookups
4604 where enabled_flag = 'Y'
4605 AND NVL(start_date_active, SYSDATE) <= SYSDATE
4606 AND NVL(end_date_active,SYSDATE) >= SYSDATE
4607 AND lookup_type ='IEM_MERGE_FIELDS'
4608 ANd lookup_code like 'ACK%';
4609 l_index number;
4610 l_sender_name varchar2(250);
4611 l_qual_tbl IEM_OUTBOX_PROC_PUB.QualifierRecordList;
4612 l_from_name iem_email_accounts.from_name%type;
4613 l_reply_address iem_email_accounts.reply_to_address%type;
4614 begin
4615 select from_name,reply_to_address
4616 INTO l_from_name,l_reply_address
4617 from IEM_MSTEMAIL_ACCOUNTS
4618 where email_account_id=p_email_account_id;
4619 l_index:=instr(p_mailer,'<',1,1);
4620 IF l_index>0 then
4621 l_sender_name:=substr(p_mailer,1,l_index-1);
4622 l_sender_name:=replace(l_sender_name,'"','');
4623 else
4624 l_sender_name:=p_dflt_sender; -- need to be from profile
4625 end if;
4626 l_index:=0;
4627 x_qual_tbl.delete;
4628 FOR v1 IN c1 LOOP
4629 IF v1.lookup_code='ACK_SENDER_NAME' THEN
4630 l_index:=l_index+1;
4631 x_qual_tbl(l_index).qualifier_name:=v1.lookup_code;
4632 x_qual_tbl(l_index).qualifier_value:=l_sender_name;
4633 ELSIF v1.lookup_code='ACK_SUBJECT' THEN
4634 l_index:=l_index+1;
4635 x_qual_tbl(l_index).qualifier_name:=v1.lookup_code;
4636 x_qual_tbl(l_index).qualifier_value:=p_subject;
4637 ELSIF v1.lookup_code='ACK_RECEIVED_DATE' THEN
4638 l_index:=l_index+1;
4639 x_qual_tbl(l_index).qualifier_name:=v1.lookup_code;
4640 x_qual_tbl(l_index).qualifier_value:=to_char(sysdate,'DD-MON-YYYY');
4641 ELSIF v1.lookup_code='ACK_ACCT_FROM_NAME' THEN
4642 l_index:=l_index+1;
4643 x_qual_tbl(l_index).qualifier_name:=v1.lookup_code;
4644 x_qual_tbl(l_index).qualifier_value:=l_from_name;
4645 ELSIF v1.lookup_code='ACK_ACCT_EMAIL_ADDRESS' THEN
4646 l_index:=l_index+1;
4647 x_qual_tbl(l_index).qualifier_name:=v1.lookup_code;
4648 x_qual_tbl(l_index).qualifier_value:=l_reply_address;
4649 END IF;
4650 END LOOP;
4651 x_status:='S';
4652 exception when others then
4653 x_out_Text:='Error Occured While Retrieving Merge Data Value '||sqlerrm;
4654 x_status:='E';
4655 end IEM_GET_MERGEVAL;
4656 procedure IEM_PROCESS_INTENT(l_email_account_id in number,
4657 l_msg_id in number,
4658 l_theme_status out nocopy varchar2,
4659 l_out_text out nocopy varchar2)
4660
4661 is
4662
4663 l_ret number;
4664 l_ret1 number;
4665 l_gclassid number;
4666 l_theme varchar2(100);
4667 l_count number:=0;
4668 l_counter number:=0;
4669 l_tcount number;
4670 l_markup_count number;
4671 l_theme_count number;
4672 l_markupcount number;
4673 l_class_id number;
4674 l_classification_id number;
4675 l_tclassid number;
4676 l_part number;
4677 l_index number;
4678 l_flag number:=1;
4679 l_errtext varchar2(600);
4680 l_qstr varchar2(500);
4681 l_tstr varchar2(2000);
4682 l_tclstr varchar2(2000);
4683 l_class number;
4684 l_first varchar2(1);
4685 l_val number:=0;
4686 l_match varchar2(1):='F';
4687 l_msg_data varchar2(200);
4688 l_data iem_class_tbl_typ:=iem_class_tbl_typ();
4689 l_errmsg varchar2(200);
4690 l_str varchar2(200);
4691 l_class_scr varchar2(3500);
4692 l_wtot number:=0;
4693 theme_proc_excep EXCEPTION;
4694 theme_proc_excep1 EXCEPTION;
4695 l_text varchar2(100);
4696 l_status varchar2(100);
4697 l_class_str varchar2(32000);
4698 l_imt_string1 varchar2(4000);
4699 l_imt_string varchar2(32000);
4700 l_occur number;
4701 x_stat varchar2(10);
4702 l_lang varchar2(10);
4703 l_theme_code varchar2(50);
4704 l_logmessage varchar2(500);
4705 l_level varchar2(20):='STATEMENT';
4706 l_tweight number:=0;
4707 l_rms number;
4708 l_class_count number;
4709 l_theme_buf IEM_TEXT_PVT.theme_tAble;
4710 l_token_buf IEM_TEXT_PVT.token_table;
4711 cursor c1 is
4712 SELECT a.intent_id, a.keyword,a.weight
4713 from iem_intent_dtls a,iem_account_intents b
4714 WHERE b.email_account_id=l_email_account_id
4715 AND a.intent_id=b.intent_id
4716 AND QUERY_RESPONSE='Q'
4717 and weight>0
4718 order by 1;
4719 CURSOR get_theme_csr IS
4720 SELECT keyword,weight FROM iem_intent_dtls
4721 where intent_id=l_class_id
4722 AND QUERY_RESPONSE='Q'
4723 and weight>0
4724 order by 2 desc;
4725 begin
4726 l_theme_status:='S';
4727 select kem_flag,account_language
4728 INTO l_theme_code,l_lang
4729 FROM IEM_MSTEMAIL_ACCOUNTS
4730 WHERE EMAIL_ACCOUNT_ID=l_email_account_id;
4731 l_theme_buf.delete;
4732 l_token_buf.delete;
4733 IF l_theme_code=1 then -- Theme processing
4734 iem_text_pvt.getthemes(l_msg_id,null,l_theme_buf,l_errmsg);
4735 ELSIF l_theme_code=2 then -- Token Processing
4736 iem_text_pvt.gettokens(l_msg_id,null,l_lang,l_token_buf,l_errmsg);
4737 IF l_token_buf.count>0 THEN
4738 l_counter:=1;
4739 FOR i in l_token_buf.FIRST..l_token_buf.LAST LOOP
4740 l_theme_buf(l_counter).theme:=l_token_buf(i).token;
4741 l_theme_buf(l_counter).weight:=null;
4742 l_counter:=l_counter+1;
4743 END LOOP;
4744 END IF;
4745 END IF;
4746 -- Need to Handle Error Processing
4747 l_val:=0;
4748 -- Create the classification String from the first top 10 theme
4749 l_class_str:=' ';
4750
4751 IF l_theme_buf.count>0 then -- Theme API return themes
4752 if g_statement_log then
4753 l_logmessage:='Number of theme returned '||l_theme_buf.count ;
4754 iem_logger(l_logmessage);
4755 end if;
4756
4757 -- normalised using RMS --
4758 l_rms:=0;
4759 l_count:=0;
4760 FOR l_ind in 1.. l_theme_buf.count LOOP
4761 l_count:=l_count+1;
4762 l_rms:= l_rms+power(l_theme_buf(l_ind).weight,2);
4763 EXIT when l_count=10;
4764 END LOOP;
4765 l_rms:=sqrt(l_rms);
4766 FOR l_ind in 1.. l_theme_buf.count LOOP
4767 l_count:=l_count+1;
4768 l_theme_buf(l_ind).weight:=round(l_theme_buf(l_ind).weight/l_rms,2)*10;
4769 EXIT when l_count=10;
4770 END LOOP;
4771 -- End of normalisation Using RMS
4772 FOR l_ind in 1.. l_theme_buf.count LOOP
4773 l_class_str:=l_class_str||'about ('||l_theme_buf(l_ind).theme||'),';
4774 l_count:=l_count+1;
4775 END LOOP;
4776 ELSE
4777 if g_statement_log then
4778 l_logmessage:='No themes for OES Message '||l_msg_id;
4779 iem_logger(l_logmessage);
4780 end if;
4781 raise theme_proc_excep1; -- Theme API return zero Themes
4782 END IF;
4783 l_count:=0;
4784 FOR v1 in c1 loop
4785 FOR l_ind in l_theme_buf.FIRST .. l_theme_buf.LAST LOOP
4786 -- fix for 12.1.1 bug 7584830 to make intent case insensitive
4787 IF upper(v1.keyword)=upper(l_theme_buf(l_ind).theme) then
4788 IF (l_class<>v1.intent_id) and (l_class is not null) then
4789 l_data.extend;
4790 l_data(l_data.count):=iem_class_obj_typ(l_class,l_val);
4791 l_val:=0;
4792 END IF;
4793 l_val:=v1.weight+nvl(l_val,0);
4794 l_wtot:=l_wtot+l_val;
4795 l_class:=v1.intent_id;
4796 END IF;
4797 END LOOP;
4798 END LOOP;
4799 if l_val<>0 then
4800 l_data.extend;
4801 l_data(l_data.count):=iem_class_obj_typ(l_class,l_val);
4802 l_wtot:=l_wtot+l_val;
4803 end if;
4804 l_class_count:=1;
4805 g_topclass:=null;
4806 g_topscore:=null;
4807 l_wtot:=0;
4808 FOR x in (select * from the(select cast(l_data as iem_class_tbl_typ)
4809 from dual)a where score>0 and rownum<8 order by score desc)
4810 LOOP
4811 l_wtot:=l_wtot+x.score;
4812 END LOOP;
4813 FOR x in (select * from the(select cast(l_data as iem_class_tbl_typ)
4814 from dual)a where score>0 and rownum<8 order by score desc)
4815 LOOP
4816 x.score:=x.score*100/l_wtot;
4817 IF x.score > 0 THEN -- -ve Classification score not allowed Start
4818 IF x.score>100 THEN
4819 x.score:=100;
4820 END IF;
4821 IF l_gclassid is null then
4822 l_gclassid:=x.classification_id;
4823 g_topscore:=x.score;
4824 BEGIN
4825 select intent into g_topclass
4826 from iem_intents
4827 where intent_id=l_gclassid;
4828 EXCEPTION WHEN OTHERS THEN
4829 null;
4830 END;
4831 end if;
4832 l_classification_id:=x.classification_id;
4833 l_imt_string:=' ';
4834 l_count:=1;
4835 l_class_str:=substr(l_class_str,1,length(l_class_str)-1);
4836 iem_eml_classifications_pvt.create_item(
4837 p_api_version_number=>1.0,
4838 p_init_msg_list=>'F',
4839 p_commit=>'F',
4840 p_email_account_id=>l_email_account_id,
4841 p_classification_id=>x.classification_id,
4842 p_score=>x.score,
4843 p_message_id=>l_msg_id,
4844 p_class_string=>l_class_str,
4845 p_CREATED_BY =>TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),
4846 p_CREATION_DATE=> SYSDATE,
4847 p_LAST_UPDATED_BY=>TO_NUMBER (FND_PROFILE.VALUE('USER_ID')) ,
4848 p_LAST_UPDATE_DATE=>SYSDATE,
4849 p_LAST_UPDATE_LOGIN=>TO_NUMBER (FND_PROFILE.VALUE('LOGIN_ ID')) ,
4850 x_return_Status=>l_status,
4851 x_msg_count=>l_count,
4852 x_msg_data=>l_msg_data);
4853 l_class_count:=l_class_count+1;
4854 END IF; -- -ve Classification score not allowed end
4855 EXIT when l_class_count>7 ;
4856 END LOOP;
4857 l_theme_status:='S';
4858 exception
4859 when theme_proc_excep1 then
4860 l_theme_status:='S';
4861 when theme_proc_excep then
4862 l_theme_status:='E';
4863 when others then
4864 l_theme_status:='E';
4865 if g_exception_log then
4866 l_logmessage:='Oracle Error Encountered in IEM_THEMEPROC Procedure for OES Message '||l_msg_id||' '||sqlerrm;
4867 iem_logger(l_logmessage);
4868 end if;
4869 l_out_text:=l_out_text||' Oracle Error '||sqlerrm|| 'While theme classification processing for message id '||l_msg_id;
4870 end IEM_PROCESS_INTENT;
4871 PROCEDURE ReprocessAutoreply(p_api_version_number IN NUMBER,
4872 p_init_msg_list IN VARCHAR2 ,
4873 p_commit IN VARCHAR2 ,
4874 p_media_id in number,
4875 p_interaction_id in number,
4876 p_customer_id in number,
4877 p_contact_id in number,
4878 p_relationship_id in number,
4879 x_return_status OUT NOCOPY VARCHAR2,
4880 x_msg_count OUT NOCOPY NUMBER,
4881 x_msg_data OUT NOCOPY VARCHAR2) IS
4882
4883 l_header_rec iem_ms_base_headers%rowtype;
4884 l_mail_rec iem_rt_proc_emails%rowtype;
4885 l_class_val_tbl IEM_ROUTE_PUB.keyVals_tbl_type;
4886 l_counter number;
4887 l_message_id number;
4888 l_top_intent varchar2(50);
4889 l_top_score number;
4890 cursor c_intent is select a.intent,b.score from
4891 iem_intents a,iem_email_classifications b
4892 where b.message_id=l_message_id
4893 and a.intent_id=b.classification_id;
4894 g_statement_log boolean; -- Statement Level Logging
4895 l_intent_str varchar2(700);
4896 l_index1 number;
4897 l_index2 number;
4898 l_api_name varchar2(100):='ReprocessAutoreply';
4899 l_media_rec JTF_IH_PUB.media_rec_type;
4900 l_kb_rank number;
4901 l_api_version_number number;
4902 l_rt_media_item_id number;
4903 l_rt_interaction_id number;
4904 l_milcs_id number;
4905 l_intent_counter number;
4906 l_media_lc_rec JTF_IH_PUB.media_lc_rec_type;
4907 l_interaction_rec JTF_IH_PUB.interaction_rec_type;
4908 l_activity_rec JTF_IH_PUB.activity_rec_type;
4909 l_Stat varchar2(100);
4910 l_auto_flag varchar2(10);
4911 l_encrypted_id varchar2(100);
4912 l_ret_status varchar2(10);
4913 l_search varchar2(10);
4914 l_msg_count number;
4915 l_msg_data varchar2(255);
4916 l_tag_keyval IEM_TAGPROCESS_PUB.keyVals_tbl_type;
4917 l_folder_name varchar2(255);
4918 l_from_folder varchar2(255);
4919 l_agentid number;
4920 l_autoproc_result varchar2(1);
4921 l_param_rec_tbl IEM_RULES_ENGINE_PUB.parameter_tbl_type;
4922 l_action varchar2(50);
4923 l_rule_id number;
4924 l_search_type varchar2(100);
4925 l_repos varchar2(100);
4926 l_cm_cat_id number; -- store the category for MES category based mapping
4927 l_category_id AMV_SEARCH_PVT.amv_number_varray_type:=AMV_SEARCH_PVT.amv_number_varray_type();
4928 l_cat_counter number;
4929 l_group_id number;
4930 l_status varchar2(10);
4931 l_out_text varchar2(255);
4932 l_uid number;
4933 cursor c_class_id is
4934 select classification_id from iem_email_classifications
4935 where message_id=l_message_id
4936 order by score desc;
4937 l_start_search number;
4938 ABORT_REPROCESSING EXCEPTION;
4939 l_logmessage varchar2(1000);
4940 l_level varchar2(20);
4941 cursor c_item is select ib.item_id,ib.item_name,ib.last_update_date
4942 from amv_c_chl_item_match cim,jtf_amv_items_vl ib
4943 where cim.channel_category_id = l_cm_cat_id
4944 and cim.channel_id is null
4945 and cim.approval_status_type ='APPROVED'
4946 and cim.table_name_code ='ITEM'
4947 and cim.available_for_channel_date <= sysdate
4948 and cim.item_id = ib.item_id
4949 and nvl(ib.effective_start_date, sysdate) <= sysdate + 1
4950 and nvl(ib.expiration_date, sysdate) >= sysdate;
4951 l_email_user_name varchar2(500);
4952 l_email_domain_name varchar2(500);
4953 l_email_address varchar2(500);
4954 l_from1 number;
4955 l_from2 number;
4956 l_sender varchar2(500);
4957
4958 begin
4959 l_api_version_number:=1.0;
4960 -- Standard call to check for call compatibility.
4961 IF NOT FND_API.Compatible_API_Call (l_api_version_number,
4962 p_api_version_number,
4963 l_api_name,
4964 G_PKG_NAME)
4965 THEN
4966 RAISE FND_API.G_EXC_UNEXPECTED_ERROR;
4967 END IF;
4968 l_level:='STATEMENT';
4969 FND_LOG_REPOSITORY.init(null,null);
4970 g_statement_log:= fnd_log.test(FND_LOG.LEVEL_STATEMENT,'IEM.PLSQL.iem_email_proc_pvt');
4971 SAVEPOINT processautoreply;
4972 -- Find the record from iem_rt_proc_emails based on media id
4973 BEGIN
4974 select * into l_mail_rec from iem_rt_proc_emails
4975 where ih_media_item_id=p_media_id and msg_status='AUTOREPLY';
4976 EXCEPTION WHEN OTHERS THEN
4977 if g_exception_log then
4978 l_logmessage:='Error while selecting Message For re-processing '||sqlerrm;
4979 iem_logger(l_logmessage);
4980 end if;
4981 raise abort_reprocessing;
4982 END;
4983
4984 select * into l_header_Rec
4985 from iem_ms_base_headers
4986 where message_id=l_mail_Rec.message_id;
4987
4988 select user_name,email_address
4989 into l_email_user_name,l_email_address
4990 from iem_mstemail_accounts
4991 where email_account_id=l_mail_rec.email_account_id;
4992 l_email_domain_name:=substr(l_email_address,instr(l_email_address,'@',1)+1,length(l_email_address));
4993 l_from1:=instr(l_header_rec.from_str,'<',1,1);
4994 l_from2:=instr(l_header_rec.from_str,'>',1,1);
4995 IF l_from1>0 then -- From Address Contains Both Name and Address
4996 l_sender:=substr(l_header_rec.from_Str,l_from1+1,l_from2-l_from1-1);
4997 ELSE -- From Address contains only Address
4998 l_sender:=l_header_rec.from_str;
4999 END IF;
5000
5001 -- Create the set of Key Value pairs to be passed to Rules Engine for Document Retrieval and Routing.
5002 For v1 in c_intent LOOP
5003 l_intent_str:=nvl(l_intent_str,' ')||v1.intent;
5004 if l_top_intent is null then
5005 l_top_intent:=v1.intent;
5006 l_top_score:=v1.score;
5007 end if;
5008 END LOOP;
5009 l_counter:=1;
5010 l_class_val_tbl.delete;
5011 l_class_val_tbl(l_counter).key:='IEMNMESSAGESIZE';
5012 l_class_val_tbl(l_counter).value:=l_header_rec.message_size;
5013 l_class_val_tbl(l_counter).datatype:='N';
5014 l_counter:=l_counter+1;
5015 l_class_val_tbl(l_counter).key:='IEMSSENDERNAME';
5016 l_class_val_tbl(l_counter).value:=l_sender;
5017 l_class_val_tbl(l_counter).datatype:='S';
5018 l_counter:=l_counter+1;
5019 l_class_val_tbl(l_counter).key:='IEMSUSERACCTNAME';
5020 l_class_val_tbl(l_counter).value:=l_email_user_name;
5021 l_class_val_tbl(l_counter).datatype:='S';
5022 l_counter:=l_counter+1;
5023 l_class_val_tbl(l_counter).key:='IEMSDOMAINNAME';
5024 l_class_val_tbl(l_counter).value:=l_email_domain_name;
5025 l_class_val_tbl(l_counter).datatype:='S';
5026 /* this is missing for the time being
5027 l_counter:=l_counter+1;
5028 l_class_val_tbl(l_counter).key:='IEMSPRIORITY';
5029 l_class_val_tbl(l_counter).value:=l_post_rec.priority;
5030 l_class_val_tbl(l_counter).datatype:='S';
5031 */
5032 l_counter:=l_counter+1;
5033 l_class_val_tbl(l_counter).key:='IEMSSUBJECT';
5034 l_class_val_tbl(l_counter).value:=l_header_rec.subject;
5035 l_class_val_tbl(l_counter).datatype:='S';
5036 l_counter:=l_counter+1;
5037 l_class_val_tbl(l_counter).key:='IEMDRECEIVEDDATE';
5038 l_class_val_tbl(l_counter).value:=to_char(l_mail_rec.received_date,'YYYYMMDD');
5039 l_class_val_tbl(l_counter).datatype:='D';
5040 l_counter:=l_counter+1;
5041 l_class_val_tbl(l_counter).key:='IEMTRECEIVEDTIME';
5042 l_class_val_tbl(l_counter).value:=to_char(l_mail_rec.received_date,'HH24:MI:SS');
5043 l_class_val_tbl(l_counter).datatype:='T';
5044 l_counter:=l_counter+1;
5045 l_class_val_tbl(l_counter).key:='IEMSEMAILINTENT';
5046 l_class_val_tbl(l_counter).value:=l_top_intent;
5047 l_class_val_tbl(l_counter).datatype:='S';
5048 l_counter:=l_counter+1;
5049 l_class_val_tbl(l_counter).key:='IEMNSCOREPERCENT';
5050 l_class_val_tbl(l_counter).value:=l_top_score;
5051 l_class_val_tbl(l_counter).datatype:='N';
5052 l_counter:=l_counter+1;
5053 l_class_val_tbl(l_counter).key:='IEMSLANGUAGE';
5054 l_class_val_tbl(l_counter).value:=l_header_rec.language;
5055 l_class_val_tbl(l_counter).datatype:='S';
5056 l_counter:=l_counter+1;
5057 l_class_val_tbl(l_counter).key:='IEMSORGANIZATION';
5058 l_class_val_tbl(l_counter).value:=l_header_rec.organization;
5059 l_class_val_tbl(l_counter).datatype:='S';
5060 l_counter:=l_counter+1;
5061 l_class_val_tbl(l_counter).key:='IEMDSYSTEMDATE';
5062 l_class_val_tbl(l_counter).value:=to_char(sysdate,'YYYYMMDD');
5063 l_class_val_tbl(l_counter).datatype:='D';
5064 l_counter:=l_counter+1;
5065 l_class_val_tbl(l_counter).key:='IEMTSYSTEMTIME';
5066 l_class_val_tbl(l_counter).value:=to_char(sysdate,'HH24:MI:SS');
5067 l_class_val_tbl(l_counter).datatype:='T';
5068 l_counter:=l_counter+1;
5069 l_class_val_tbl(l_counter).key:='IEMSTOADDRESS';
5070 l_class_val_tbl(l_counter).value:=l_header_rec.to_str;
5071 l_class_val_tbl(l_counter).datatype:='S';
5072
5073 -- New KEYVALUE Pair Containing All Intents Changes MAde for MP-R By RT on 08/01/03
5074 l_counter:=l_counter+1;
5075 l_class_val_tbl(l_counter).key:='IEMSALLINTENTS';
5076 l_class_val_tbl(l_counter).value:=l_intent_str;
5077 l_class_val_tbl(l_counter).datatype:='S';
5078 -- Retrieving the Tag Data if any present ..
5079 l_tag_keyval.delete;
5080 l_search:='[REF:';
5081 l_index1:=instr(l_header_rec.subject,l_search,1,1);
5082 l_index2:=instr(substr(l_header_rec.subject,l_index1+length(l_search),length(l_header_rec.subject)-1),']',1,1);
5083 IF (l_index1 <> 0) and (l_index2<>0) THEN
5084 l_encrypted_id:=ltrim(substr(l_header_rec.subject,l_index1+length(l_search),l_index2-1));
5085 -- Reset the Tag
5086 IEM_ENCRYPT_TAGS_PVT.RESET_TAG
5087 (p_api_version_number=>1.0,
5088 p_message_id=>l_mail_rec.message_id,
5089 x_return_status=>l_ret_status ,
5090 x_msg_count=>l_msg_count,
5091 x_msg_data=>l_msg_data);
5092
5093 IF l_ret_status<>'S' THEN
5094 if g_error_log then
5095 l_logmessage:='Error while Resetting Tag For Rerouted Message';
5096 iem_logger(l_logmessage);
5097 end if;
5098 END IF;
5099 IEM_TAGPROCESS_PUB.GETTAGVALUES
5100 (p_Api_Version_Number=>1.0,
5101 p_encrypted_id =>l_encrypted_id,
5102 p_message_id=>l_mail_rec.message_id,
5103 x_key_value=>l_tag_keyval,
5104 x_msg_count=>l_msg_count,
5105 x_return_status=>l_ret_status,
5106 x_msg_data=>l_msg_data);
5107 IF l_ret_status<>'S' THEN
5108 if g_error_log then
5109 l_logmessage:='Error while Calling Tag Processing Api while reprocessing autoreplied message';
5110 iem_logger(l_logmessage);
5111 end if;
5112 raise abort_reprocessing;
5113 END IF;
5114 END IF;
5115 IF p_customer_id is not null THEN
5116 l_counter:=l_counter+1;
5117 l_class_val_tbl(l_counter).key:='IEMNCUSTOMERID';
5118 l_class_val_tbl(l_counter).value:=p_customer_id;
5119 l_class_val_tbl(l_counter).datatype:='N';
5120 END IF;
5121
5122 IF l_tag_keyval.count>0 THEN
5123 FOR j in l_tag_keyval.FIRST..l_tag_keyval.LAST LOOP
5124 l_counter:=l_counter+1;
5125 l_class_val_tbl(l_counter).key:=l_tag_keyval(j).key;
5126 l_class_val_tbl(l_counter).value:=l_tag_keyval(j).value;
5127 l_class_val_tbl(l_counter).datatype:=l_tag_keyval(j).datatype;
5128 -- Check for Agent Id if exists in TAG
5129 IF l_tag_keyval(l_counter).key='IEMNAGENTID' THEN
5130 l_agentid:=to_number(l_tag_keyval(l_counter).value);
5131 END IF;
5132 END LOOP;
5133 END IF;
5134
5135 BEGIN
5136 select name
5137 into l_folder_name
5138 from iem_route_classifications
5139 where route_classification_id=l_mail_Rec.rt_classification_id;
5140 EXCEPTION
5141 WHEN OTHERS THEN
5142 if g_exception_log then
5143 l_logmessage:='Error in getting folder name for the route classificaion id '||l_mail_rec.rt_classification_id||' and the error is '||sqlerrm;
5144 iem_logger(l_logmessage);
5145 end if;
5146 raise abort_reprocessing;
5147 END;
5148 l_counter:=l_counter+1;
5149 l_class_val_tbl(l_counter).key:='IEMSROUTINGCLASSIFICATION';
5150 l_class_val_tbl(l_counter).value:=l_folder_name;
5151 l_class_val_tbl(l_counter).datatype:='S';
5152
5153 l_counter:=l_counter+1;
5154 l_class_val_tbl(l_counter).key:='IEMNINTERACTIONID';
5155 l_class_val_tbl(l_counter).value:=p_interaction_id;
5156 l_class_val_tbl(l_counter).datatype:='N';
5157
5158 -- Add Media Id to the key value Pair
5159 l_counter:=l_counter+1;
5160 l_class_val_tbl(l_counter).key:='IEMNMEDIAID';
5161 l_class_val_tbl(l_counter).value:=p_media_id;
5162 l_class_val_tbl(l_counter).datatype:='N';
5163 l_counter:=l_counter+1;
5164 l_class_val_tbl(l_counter).key:='IEMNMESSAGEID';
5165 l_class_val_tbl(l_counter).value:=l_mail_rec.message_id;
5166 l_class_val_tbl(l_counter).datatype:='N';
5167
5168 -- Now Calling Document Retrieval Rule
5169 l_rule_id:=0;
5170 iem_rules_engine_pub.auto_process_email(p_api_version_number=>1.0,
5171 p_commit=>FND_API.G_FALSE,
5172 p_rule_type=>'DOCUMENTRETRIEVAL',
5173 p_keyvals_tbl=>l_class_val_tbl,
5174 p_accountid=>l_mail_rec.email_account_id,
5175 x_result=>l_autoproc_result,
5176 x_action=>l_action,
5177 x_parameters=>l_param_rec_tbl,
5178 x_return_status=>l_ret_status,
5179 x_msg_count=>l_msg_count,
5180 x_msg_data=>l_msg_data);
5181 IF l_ret_status<>'S' THEN
5182 l_logmessage:='Error While Calling rules Engine for DOCUMENTRETRIEVAL';
5183 END IF;
5184 IF l_autoproc_result='T' THEN
5185 if l_action <> 'MES_CATEGORY_MAPPING' THEN
5186 l_search_type:=substr(l_action,15,length(l_action));
5187 -- identfiying the repository to search
5188 if l_search_type='MES' THEN
5189 l_repos:='MES';
5190 elsif l_search_type='KM' THEN
5191 l_repos:='SMS';
5192 elsif l_search_type='BOTH' THEN
5193 l_repos:='ALL';
5194 end if;
5195 l_cat_counter:=1;
5196 IF l_param_rec_tbl.count>0 THEN
5197 FOR l_param_index in l_param_rec_tbl.FIRST..l_param_rec_tbl.LAST LOOP
5198 IF l_param_rec_tbl(l_param_index).parameter1 <> to_char(-1) then
5199 IF l_param_rec_tbl(l_param_index).parameter1='RULE_ID' then
5200 l_rule_id:=l_param_rec_tbl(l_param_index).parameter2;
5201 ELSE
5202 l_category_id.extend;
5203 l_category_id(l_cat_counter):=l_param_rec_tbl(l_param_index).parameter1;
5204 l_cat_counter:=l_cat_counter+1;
5205 END IF;
5206 END IF;
5207 END LOOP;
5208 END IF;
5209 else
5210 l_search_type:='CM'; --Category based mapping
5211 FOR l_param_index in l_param_rec_tbl.FIRST..l_param_rec_tbl.LAST LOOP
5212 l_cm_cat_id:=l_param_rec_tbl(l_param_index).parameter1;
5213 EXIT;
5214 END LOOP;
5215 end if;
5216 else
5217 l_search_type:=null;
5218 l_cm_Cat_id:=0;
5219 end if ; -- end if for l_autoproc_result='T'
5220 -- CALLING ROUTING ----
5221 iem_email_proc_pvt.IEM_ROUTING_PROC(
5222 p_email_account_id=>l_mail_rec.email_account_id,
5223 p_keyval=>l_class_val_tbl,
5224 x_routing_group_id=>l_group_id,
5225 x_status=>l_status,
5226 x_out_text=>l_out_text) ;
5227 IF l_status <>'S' THEN
5228 if g_error_log then
5229 l_logmessage:=l_out_text;
5230 iem_logger(l_logmessage);
5231 end if;
5232 raise abort_reprocessing;
5233 END IF;
5234 IF l_group_id=-1 then
5235 l_group_id:=0;
5236 l_auto_flag:='Y';
5237 END IF;
5238 update iem_rt_proc_emails
5239 set resource_id=0,
5240 group_id=l_group_id,
5241 customer_id=p_customer_id,
5242 contact_id=p_contact_id,
5243 relationship_id=p_relationship_id,
5244 msg_status=null,
5245 mail_proc_status='P',
5246 category_map_id=l_cm_cat_id
5247 where message_id=l_mail_rec.message_id;
5248
5249 IF l_auto_flag='Y' THEN -- auto Routing Processing
5250 -- Create a Record in RT Table
5251 BEGIN
5252 SAVEPOINT AUTO_ROUTE;
5253 IEM_CLIENT_PUB.createRTItem (p_api_version_number=>1.0,
5254 p_init_msg_list=>'F',
5255 p_commit=>'F',
5256 p_message_id =>l_mail_rec.message_id,
5257 p_to_resource_id =>l_agentid,
5258 p_from_resource_id =>l_agentid,
5259 p_status =>'N',
5260 p_reason =>'O',
5261 p_interaction_id =>p_interaction_id,
5262 x_return_status =>l_ret_status,
5263 x_msg_count =>l_msg_count,
5264 x_msg_data =>l_msg_data,
5265 x_rt_media_item_id =>l_rt_media_item_id,
5266 x_rt_interaction_id =>l_rt_interaction_id);
5267 IF l_ret_status<>'S' THEN
5268 if g_error_log then
5269 l_logmessage:='Failed To Auto Route The Message due to error in create RT Item ';
5270 iem_logger(l_logmessage);
5271 end if;
5272 rollback to auto_route;
5273 ELSE
5274 -- Create MLCS for Auto Routing
5275
5276 l_media_lc_rec.media_id :=p_media_id ;
5277 l_media_lc_rec.milcs_type_id := 30; --MAIL_AUTOROUTE
5278 l_media_lc_rec.start_date_time := sysdate;
5279 l_media_lc_rec.handler_id := 680;
5280 l_media_lc_rec.type_type := 'Email, Inbound';
5281 l_media_lc_rec.resource_id := l_agentid;
5282
5283 iem_email_proc_pvt.IEM_PROC_IH(
5284 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
5285 p_action=>'ADD' , -- ADD/UPDATE/CLOSE
5286 p_interaction_rec=>l_interaction_rec,
5287 p_activity_rec=>l_activity_rec ,
5288 p_media_lc_rec=>l_media_lc_Rec ,
5289 p_media_rec=>l_media_rec ,
5290 x_id=>l_milcs_id,
5291 x_status=>l_stat ,
5292 x_out_text=>l_out_text );
5293 IF l_stat<>'S' THEN
5294 if g_error_log then
5295 l_logmessage:='Error while creating MLCS for Auto Route '||l_out_text;
5296 iem_logger(l_logmessage);
5297 end if;
5298 rollback to auto_route;
5299 ELSE
5300 -- Update the Media Life Cycle for Auto Routing
5301 l_media_lc_rec.milcs_id:=l_milcs_id;
5302 iem_email_proc_pvt.IEM_PROC_IH(
5303 p_type=>'MLCS' , -- MEDIA/ACTIVITY/MLCS/INTERACTION
5304 p_action=>'UPDATE' , -- ADD/UPDATE/CLOSE
5305 p_interaction_rec=>l_interaction_rec,
5306 p_activity_rec=>l_activity_rec ,
5307 p_media_lc_rec=>l_media_lc_Rec ,
5308 p_media_rec=>l_media_rec ,
5309 x_id=>l_milcs_id,
5310 x_status=>l_stat ,
5311 x_out_text=>l_out_text );
5312 END IF;
5313
5314 IF l_stat<>'S' THEN
5315 if g_error_log then
5316 l_logmessage:='Error while updating MLCS for Auto Route '||l_out_text;
5317 iem_logger(l_logmessage);
5318 end if;
5319 rollback to auto_route;
5320 END IF;
5321 -- In case of autoroute update the interaction with resource id of the agent to which
5322 -- the message is autorouted to
5323 l_interaction_rec.interaction_id:=p_interaction_id;
5324 l_interaction_rec.resource_id:=l_agentid;
5325 JTF_IH_PUB.Update_Interaction( p_api_version => 1.1,
5326 p_resp_appl_id => TO_NUMBER(FND_PROFILE.VALUE('RESP_APPL_ID')),
5327 p_resp_id => TO_NUMBER(FND_PROFILE.VALUE('RESP_ID')),
5328 p_user_id =>nvl(TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),-1),
5329 p_login_id =>TO_NUMBER(FND_PROFILE.VALUE('LOGIN_ID')),
5330 x_return_status => l_ret_status,
5331 x_msg_count => l_msg_count,
5332 x_msg_data => l_msg_data,
5333 p_interaction_rec => l_interaction_rec
5334 );
5335 IF l_ret_status<>'S' THEN
5336 if g_error_log then
5337 l_logmessage:='Error while updating Interactions for Auto Route ';
5338 iem_logger(l_logmessage);
5339 end if;
5340 rollback to auto_route;
5341 END IF;
5342 if g_statement_log then
5343 l_logmessage:='Successfully AutoRoute The Message ';
5344 iem_logger(l_logmessage);
5345 end if;
5346 END IF;
5347 EXCEPTION WHEN OTHERS THEN
5348 rollback to auto_route;
5349 END;
5350 END IF; -- End for Auto-Routing
5351 -- Calling the specific search at the End
5352 if g_statement_log then
5353 l_logmessage:='Calling Specific Search API ' ;
5354 iem_logger(l_logmessage);
5355 end if;
5356 BEGIN
5357 IF l_search_type<>'CM' THEN -- Not a MES category based mapping
5358 l_start_search:=1;
5359 FOR v1 in c_class_id LOOP
5360 IEM_EMAIL_PROC_PVT.IEM_WF_SPECIFICSEARCH(
5361 l_mail_rec.message_id ,
5362 l_mail_rec.email_account_id ,
5363 v1.classification_id,
5364 l_category_id,
5365 l_repos,
5366 l_stat ,
5367 l_out_text);
5368 l_start_search:=l_start_search+1;
5369 EXIT when l_start_search>l_intent_counter;
5370 END LOOP;
5371 ELSIF nvl(l_search_type,' ')='CM' and l_cm_cat_id is not null then
5372 for v_item in c_item LOOP
5373 select count(*) into l_kb_rank
5374 from iem_doc_usage_stats
5375 where kb_doc_id=v_item.item_id;
5376 IEM_KB_RESULTS_PVT.create_item(p_api_version_number=>1.0,
5377 p_init_msg_list=>'F' ,
5378 p_commit=>'F' ,
5379 p_message_id =>l_mail_rec.message_id,
5380 p_classification_id=>0,
5381 p_email_account_id=>l_mail_rec.email_account_id ,
5382 p_document_id =>to_char(v_item.item_id),
5383 p_kb_repository_name =>'MES',
5384 p_kb_category_name =>'MES',
5385 p_document_title =>v_item.item_name,
5386 p_doc_last_modified_date=>v_item.last_update_date,
5387 p_score =>l_kb_rank,
5388 p_url =>' ',
5389 p_kb_delete=>'N',
5390 p_CREATED_BY =>TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),
5391 p_CREATION_DATE =>SYSDATE,
5392 p_LAST_UPDATED_BY =>TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),
5393 p_LAST_UPDATE_DATE =>SYSDATE,
5394 p_LAST_UPDATE_LOGIN=>TO_NUMBER (FND_PROFILE.VALUE('LOGIN_ID')) ,
5395 p_ATTRIBUTE1 =>null,
5396 p_ATTRIBUTE2 =>null,
5397 p_ATTRIBUTE3 =>null,
5398 p_ATTRIBUTE4 =>null,
5399 p_ATTRIBUTE5 =>null,
5400 p_ATTRIBUTE6 =>null,
5401 p_ATTRIBUTE7 =>null,
5402 p_ATTRIBUTE8 =>null,
5403 p_ATTRIBUTE9 =>null,
5404 p_ATTRIBUTE10 =>null,
5405 p_ATTRIBUTE11 =>null,
5406 p_ATTRIBUTE12 =>null,
5407 p_ATTRIBUTE13 =>null,
5408 p_ATTRIBUTE14 =>null,
5409 p_ATTRIBUTE15 =>null,
5410 x_return_status=>l_ret_status,
5411 x_msg_count=>l_msg_count,
5412 x_msg_data=>l_msg_data);
5413 END LOOP;
5414 END IF; -- Endof search_type<>'CM'
5415 EXCEPTION WHEN OTHERS THEN
5416 if g_exception_log then
5417 l_logmessage:='Error in calling Document Search while reprocessing auto-reply message'||sqlerrm ;
5418 iem_logger(l_logmessage);
5419 end if;
5420 END;
5421 if g_statement_log then
5422 l_logmessage:='End Of Calling Specific Search API and end of Processing for the message ' ;
5423 iem_logger(l_logmessage);
5424 end if;
5425 -- Standard Check Of p_commit.
5426 IF p_commit='T' THEN
5427 COMMIT WORK;
5428 END IF;
5429 -- Standard callto get message count and if count is 1, get message info.
5430 FND_MSG_PUB.Count_And_Get
5431 ( p_count => x_msg_count,
5432 p_data => x_msg_data
5433 );
5434 x_return_status:='S';
5435
5436 EXCEPTION WHEN ABORT_REPROCESSING THEN
5437 x_Return_status:='E';
5438 rollback to processautoreply;
5439 WHEN OTHERS THEN
5440 if g_exception_log then
5441 l_logmessage:='Error occur during Reprocessing autoreply message '||sqlerrm ;
5442 iem_logger(l_logmessage);
5443 end if;
5444 rollback to processautoreply;
5445 x_return_status := FND_API.G_RET_STS_ERROR;
5446 IF FND_MSG_PUB.Check_Msg_Level
5447 (FND_MSG_PUB.G_MSG_LVL_UNEXP_ERROR)
5448 THEN
5449 FND_MSG_PUB.Add_Exc_Msg
5450 ( G_PKG_NAME ,
5451 l_api_name
5452 );
5453 END IF;
5454 FND_MSG_PUB.Count_And_Get
5455 ( p_count => x_msg_count ,
5456 p_data => x_msg_data
5457 );
5458 END REPROCESSAUTOREPLY;
5459
5460 procedure IEM_WF_SPECIFICSEARCH(
5461 l_msg_id in number,
5462 l_email_account_id in number,
5463 l_classification_id in number,
5464 l_category_id AMV_SEARCH_PVT.amv_number_varray_type,
5465 l_repos in varchar2,
5466 l_stat out nocopy varchar2,
5467 l_out_text out nocopy varchar2)
5468 is
5469 l_return_status VARCHAR2(20);
5470 l_msg_count NUMBER;
5471 l_msg_data VARCHAR2(400);
5472 l_doc_id number;
5473 l_kb_repos iem_kb_results.kb_repository_name%type;
5474 l_rows_returned cs_kb_number_tbl_type :=cs_kb_number_tbl_type();
5475 l_next_row_pos cs_kb_number_tbl_type :=cs_kb_number_tbl_type();
5476 l_total_row_cnt cs_kb_number_tbl_type :=cs_kb_number_tbl_type();
5477 l_logmessage varchar2(500);
5478 l_level varchar2(20):='STATEMENT';
5479 l_app_id number;
5480 l_part number;
5481 l_flag number:=1;
5482 l_ret number;
5483 l_search varchar2(100);
5484 l_theme varchar2(200);
5485 l_tstr varchar2(2000);
5486 l_errtext varchar2(200);
5487 l_score number;
5488 l_class NUMBER;
5489 l_count NUMBER;
5490 l_next_row_tbl cs_kb_number_tbl_type:=cs_kb_number_tbl_type();
5491 l_total_row_tbl cs_kb_number_tbl_type:=cs_kb_number_tbl_type();
5492 l_area_array AMV_SEARCH_PVT.amv_char_varray_type:=null;
5493 l_result_array cs_kb_result_varray_type;
5494 l_amv_result_array AMV_SEARCH_PVT.amv_searchres_varray_type;
5495 l_content_array AMV_SEARCH_PVT.amv_char_varray_type:=null;
5496 l_param_array AMV_SEARCH_PVT.amv_searchpar_varray_type;
5497 l_rep cs_kb_varchar100_tbl_type ;
5498 l_imt_string varchar2(4000);
5499 r_imt_string varchar2(4000);
5500 l_proc_name varchar2(30):='IEM_WF_SPECIFICSEARCH';
5501 --l_category_id AMV_SEARCH_PVT.amv_number_varray_type:=AMV_SEARCH_PVT.amv_number_varray_type();
5502 l_tag1 number;
5503 l_cnt number;
5504 l_res1 varchar2(10);
5505 l_res2 varchar2(10);
5506 l_search_repos varchar2(10);
5507 l_days number ;
5508 l_user_id number ;
5509 l_rows_req cs_kb_number_tbl_type ;
5510 l_rows number;
5511 l_start_row cs_kb_number_tbl_type:=cs_kb_number_tbl_type(1,1);
5512 l_sms_string varchar2(255);
5513 l_sms_count number;
5514 l_counter number:=1;
5515 g_app_id number;
5516 cursor c1 is select category_id from iem_account_categories
5517 where email_account_id=l_email_account_id;
5518 cursor c2 is
5519 select keyword,weight from iem_intent_dtls where intent_id=l_classification_id
5520 and query_response='R';
5521 cursor c_doc is
5522 select document_id,KB_REPOSITORY_NAME,score,kb_result_id from iem_kb_results
5523 where message_id=l_msg_id
5524 order by 2,1,score asc;
5525 begin
5526 select count(*) into l_cnt from iem_kb_results
5527 where message_id=l_msg_id
5528 and classification_id=l_classification_id
5529 and email_account_id=l_email_account_id;
5530 IF l_cnt=0 THEN
5531 if g_statement_log then
5532 l_logmessage:= 'Start Initializing for Specific search '||l_msg_id;
5533 iem_logger(l_logmessage);
5534 end if;
5535 -- Prepare the response String for Intent
5536 for v2 in c2 loop
5537 r_imt_string:=r_imt_string||'about ('||v2.keyword||')*'||v2.weight||',';
5538 end loop;
5539 if r_imt_string is not null then
5540 r_imt_string:=substr(r_imt_string,1,length(r_imt_string)-1);
5541 end if;
5542
5543 l_rows:=10; -- Number of Document Retrieved...
5544 l_rows_req :=cs_kb_number_tbl_type(l_rows,l_rows);
5545 G_APP_ID:=520;
5546 l_area_array := AMV_SEARCH_PVT.amv_char_varray_type();
5547 l_area_array.extend;
5548 l_area_array(1) := 'ITEM';
5549 l_content_array := AMV_SEARCH_PVT.amv_char_varray_type();
5550 l_content_array.extend;
5551 l_content_array(1) := 'CONTENT';
5552 l_content_array.extend;
5553 l_param_array := AMV_SEARCH_PVT.amv_searchpar_varray_type();
5554 l_rep :=cs_kb_varchar100_tbl_type() ;
5555 begin
5556 select classification_string into l_imt_string
5557 from IEM_EMAIL_CLASSIFICATIONS
5558 WHERE MESSAGE_ID=l_msg_id AND EMAIL_ACCOUNT_ID=l_email_account_id
5559 and classification_id=l_classification_id;
5560 IF l_repos is null then
5561 l_search_repos:=FND_PROFILE.VALUE_SPECIFIC('IEM_KNOWLEDGE_BASE');
5562 IF l_search_repos is null then
5563 l_search_repos:='MES';
5564 END IF;
5565 else
5566 l_search_repos:=l_repos;
5567 end if;
5568 IF (l_search_repos='MES') or (l_search_repos='ALL') Then
5569 if g_statement_log then
5570 l_logmessage:= 'Calling the MES Specific Search For Message Id '||l_msg_id;
5571 iem_logger(l_logmessage);
5572 end if;
5573 l_rep :=cs_kb_varchar100_tbl_type('MES') ;
5574 cs_knowledge_grp.Specific_Search(
5575 p_api_version => 1.0,
5576 p_init_msg_list => fnd_api.g_true,
5577 --p_validation_level => p_validation_level,
5578 x_return_status => l_return_status,
5579 x_msg_count => l_msg_count,
5580 x_msg_data => l_msg_data,
5581 p_repository_tbl => l_rep,
5582 p_search_string => l_imt_string,
5583 p_updated_in_days => l_days,
5584 p_check_login_user => FND_API.G_FALSE,
5585 p_application_id => G_APP_ID,
5586 p_area_array => l_area_array,
5587 p_content_array => l_content_array,
5588 p_param_array => l_param_array,
5589 p_user_id => l_user_id,
5590 p_category_id => l_category_id,
5591 p_include_subcats => FND_API.G_FALSE,
5592 p_external_contents => FND_API.G_TRUE,
5593 p_rows_requested_tbl => l_rows_req,
5594 p_start_row_pos_tbl => l_start_row,
5595 p_get_total_cnt_flag => 'T',
5596 x_rows_returned_tbl => l_rows_returned,
5597 x_next_row_pos_tbl => l_next_row_pos,
5598 x_total_row_cnt_tbl => l_total_row_cnt,
5599 x_result_array => l_result_array);
5600
5601 if g_statement_log then
5602 l_logmessage:= 'End Calling the Specific Search For Message Id '||l_msg_id||' No of document Returned '||l_result_array.count;
5603 iem_logger(l_logmessage);
5604 end if;
5605 -- Insert The Data into IEM_KB_RESULTS
5606
5607 FOR l_count IN 1..l_result_array.count LOOP
5608 IEM_KB_RESULTS_PVT.create_item(p_api_version_number=>1.0,
5609 p_init_msg_list=>'F' ,
5610 p_commit=>'F' ,
5611 p_message_id =>l_msg_id,
5612 p_classification_id=>l_classification_id,
5613 p_email_account_id=>l_email_account_id ,
5614 p_document_id =>to_char(l_result_array(l_count).id) ,
5615 p_kb_repository_name =>l_result_array(l_count).repository,
5616 p_kb_category_name =>l_result_array(l_count).repository,
5617 p_document_title =>l_result_array(l_count).title,
5618 p_doc_last_modified_date=>l_result_array(l_count).last_update_date,
5619 p_score =>to_char(l_result_array(l_count).score),
5620 p_url =>l_result_array(l_count).url_string,
5621 p_kb_delete=>'N',
5622 p_CREATED_BY =>TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),
5623 p_CREATION_DATE =>SYSDATE,
5624 p_LAST_UPDATED_BY =>TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),
5625 p_LAST_UPDATE_DATE =>SYSDATE,
5626 p_LAST_UPDATE_LOGIN=>TO_NUMBER (FND_PROFILE.VALUE('LOGIN_ID')) ,
5627 p_ATTRIBUTE1 =>null,
5628 p_ATTRIBUTE2 =>null,
5629 p_ATTRIBUTE3 =>null,
5630 p_ATTRIBUTE4 =>null,
5631 p_ATTRIBUTE5 =>null,
5632 p_ATTRIBUTE6 =>null,
5633 p_ATTRIBUTE7 =>null,
5634 p_ATTRIBUTE8 =>null,
5635 p_ATTRIBUTE9 =>null,
5636 p_ATTRIBUTE10 =>null,
5637 p_ATTRIBUTE11 =>null,
5638 p_ATTRIBUTE12 =>null,
5639 p_ATTRIBUTE13 =>null,
5640 p_ATTRIBUTE14 =>null,
5641 p_ATTRIBUTE15 =>null,
5642 x_return_status=>l_return_status,
5643 x_msg_count=>l_msg_count,
5644 x_msg_data=>l_msg_data);
5645 END LOOP;
5646 -- Calling Search Api for Response String Separately
5647 IF r_imt_string is not null then
5648 cs_knowledge_grp.Specific_Search(
5649 p_api_version => 1.0,
5650 p_init_msg_list => fnd_api.g_true,
5651 --p_validation_level => p_validation_level,
5652 x_return_status => l_return_status,
5653 x_msg_count => l_msg_count,
5654 x_msg_data => l_msg_data,
5655 p_repository_tbl => l_rep,
5656 p_search_string => r_imt_string,
5657 p_updated_in_days => l_days,
5658 p_check_login_user => FND_API.G_FALSE,
5659 p_application_id => G_APP_ID,
5660 p_area_array => l_area_array,
5661 p_content_array => l_content_array,
5662 p_param_array => l_param_array,
5663 p_user_id => l_user_id,
5664 p_category_id => l_category_id,
5665 p_include_subcats => FND_API.G_FALSE,
5666 p_external_contents => FND_API.G_TRUE,
5667 p_rows_requested_tbl => l_rows_req,
5668 p_start_row_pos_tbl => l_start_row,
5669 p_get_total_cnt_flag => 'T',
5670 x_rows_returned_tbl => l_rows_returned,
5671 x_next_row_pos_tbl => l_next_row_pos,
5672 x_total_row_cnt_tbl => l_total_row_cnt,
5673 x_result_array => l_result_array);
5674
5675 if g_statement_log then
5676 l_logmessage:= 'End Calling the Specific Search For Message Id '||l_msg_id||' No of document Returned '||l_result_array.count;
5677 iem_logger(l_logmessage);
5678 end if;
5679 -- Insert The Data into IEM_KB_RESULTS
5680
5681 FOR l_count IN 1..l_result_array.count LOOP
5682 IEM_KB_RESULTS_PVT.create_item(p_api_version_number=>1.0,
5683 p_init_msg_list=>'F' ,
5684 p_commit=>'F' ,
5685 p_message_id =>l_msg_id,
5686 p_classification_id=>l_classification_id,
5687 p_email_account_id=>l_email_account_id ,
5688 p_document_id =>to_char(l_result_array(l_count).id) ,
5689 p_kb_repository_name =>l_result_array(l_count).repository,
5690 p_kb_category_name =>l_result_array(l_count).repository,
5691 p_document_title =>l_result_array(l_count).title,
5692 p_doc_last_modified_date=>l_result_array(l_count).last_update_date,
5693 p_score =>to_char(l_result_array(l_count).score),
5694 p_url =>l_result_array(l_count).url_string,
5695 p_kb_delete=>'N',
5696 p_CREATED_BY =>TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),
5697 p_CREATION_DATE =>SYSDATE,
5698 p_LAST_UPDATED_BY =>TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),
5699 p_LAST_UPDATE_DATE =>SYSDATE,
5700 p_LAST_UPDATE_LOGIN=>TO_NUMBER (FND_PROFILE.VALUE('LOGIN_ID')) ,
5701 p_ATTRIBUTE1 =>null,
5702 p_ATTRIBUTE2 =>null,
5703 p_ATTRIBUTE3 =>null,
5704 p_ATTRIBUTE4 =>null,
5705 p_ATTRIBUTE5 =>null,
5706 p_ATTRIBUTE6 =>null,
5707 p_ATTRIBUTE7 =>null,
5708 p_ATTRIBUTE8 =>null,
5709 p_ATTRIBUTE9 =>null,
5710 p_ATTRIBUTE10 =>null,
5711 p_ATTRIBUTE11 =>null,
5712 p_ATTRIBUTE12 =>null,
5713 p_ATTRIBUTE13 =>null,
5714 p_ATTRIBUTE14 =>null,
5715 p_ATTRIBUTE15 =>null,
5716 x_return_status=>l_return_status,
5717 x_msg_count=>l_msg_count,
5718 x_msg_data=>l_msg_data);
5719 END LOOP;
5720 END IF; -- End if for if r_imt_string is not null
5721 END IF;
5722 IF (l_search_repos='SMS') or (l_search_repos='ALL') Then
5723 if g_statement_log then
5724 l_logmessage:= 'Calling the SMS Specific Search For Message Id '||l_msg_id;
5725 iem_logger(l_logmessage);
5726 end if;
5727 l_rep :=cs_kb_varchar100_tbl_type('SMS') ;
5728 -- Currently SMS has 255 character limitations . So we have to
5729 --truncate the SMS search string to 255 character length which
5730 --will removed later
5731 IF length(l_imt_string)>255 THEN
5732 l_sms_string:=substr(l_imt_string,1,255);
5733 l_sms_count:=instr(l_sms_string,',about',-1,1);
5734 l_imt_string:=substr(l_sms_string,1,l_sms_count-1);
5735 END IF;
5736 cs_knowledge_grp.Specific_Search(
5737 p_api_version => 1.0,
5738 p_init_msg_list => fnd_api.g_true,
5739 --p_validation_level => p_validation_level,
5740 x_return_status => l_return_status,
5741 x_msg_count => l_msg_count,
5742 x_msg_data => l_msg_data,
5743 p_repository_tbl => l_rep,
5744 p_search_string => l_imt_string,
5745 p_updated_in_days => l_days,
5746 p_check_login_user => FND_API.G_FALSE,
5747 p_application_id => G_APP_ID,
5748 p_area_array => l_area_array,
5749 p_content_array => l_content_array,
5750 p_param_array => l_param_array,
5751 p_user_id => l_user_id,
5752 p_category_id => l_category_id,
5753 p_include_subcats => FND_API.G_TRUE,
5754 p_external_contents => FND_API.G_TRUE,
5755 p_rows_requested_tbl => l_rows_req,
5756 p_start_row_pos_tbl => l_start_row,
5757 p_get_total_cnt_flag => 'T',
5758 x_rows_returned_tbl => l_rows_returned,
5759 x_next_row_pos_tbl => l_next_row_pos,
5760 x_total_row_cnt_tbl => l_total_row_cnt,
5761 x_result_array => l_result_array);
5762
5763 if g_statement_log then
5764 l_logmessage:= 'End Calling the Specific Search For Message Id '||l_msg_id||' No of document Returned '||l_result_array.count;
5765 iem_logger(l_logmessage);
5766 end if;
5767 -- Insert The Data into IEM_KB_RESULTS
5768
5769 FOR l_count IN 1..l_result_array.count LOOP
5770 IEM_KB_RESULTS_PVT.create_item(p_api_version_number=>1.0,
5771 p_init_msg_list=>'F' ,
5772 p_commit=>'F' ,
5773 p_message_id =>l_msg_id,
5774 p_classification_id=>l_classification_id,
5775 p_email_account_id=>l_email_account_id ,
5776 p_document_id =>to_char(l_result_array(l_count).id) ,
5777 p_kb_repository_name =>l_result_array(l_count).repository,
5778 p_kb_category_name =>l_result_array(l_count).repository,
5779 p_document_title =>l_result_array(l_count).title,
5780 p_doc_last_modified_date=>l_result_array(l_count).last_update_date,
5781 p_score =>to_char(l_result_array(l_count).score),
5782 p_url =>l_result_array(l_count).url_string,
5783 p_kb_delete=>'N',
5784 p_CREATED_BY =>TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),
5785 p_CREATION_DATE =>SYSDATE,
5786 p_LAST_UPDATED_BY =>TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),
5787 p_LAST_UPDATE_DATE =>SYSDATE,
5788 p_LAST_UPDATE_LOGIN=>TO_NUMBER (FND_PROFILE.VALUE('LOGIN_ID')) ,
5789 p_ATTRIBUTE1 =>null,
5790 p_ATTRIBUTE2 =>null,
5791 p_ATTRIBUTE3 =>null,
5792 p_ATTRIBUTE4 =>null,
5793 p_ATTRIBUTE5 =>null,
5794 p_ATTRIBUTE6 =>null,
5795 p_ATTRIBUTE7 =>null,
5796 p_ATTRIBUTE8 =>null,
5797 p_ATTRIBUTE9 =>null,
5798 p_ATTRIBUTE10 =>null,
5799 p_ATTRIBUTE11 =>null,
5800 p_ATTRIBUTE12 =>null,
5801 p_ATTRIBUTE13 =>null,
5802 p_ATTRIBUTE14 =>null,
5803 p_ATTRIBUTE15 =>null,
5804 x_return_status=>l_return_status,
5805 x_msg_count=>l_msg_count,
5806 x_msg_data=>l_msg_data);
5807 END LOOP;
5808 IF r_imt_string is not null then
5809 -- Calling Specific Search for Response String
5810 cs_knowledge_grp.Specific_Search(
5811 p_api_version => 1.0,
5812 p_init_msg_list => fnd_api.g_true,
5813 --p_validation_level => p_validation_level,
5814 x_return_status => l_return_status,
5815 x_msg_count => l_msg_count,
5816 x_msg_data => l_msg_data,
5817 p_repository_tbl => l_rep,
5818 p_search_string => r_imt_string,
5819 p_updated_in_days => l_days,
5820 p_check_login_user => FND_API.G_FALSE,
5821 p_application_id => G_APP_ID,
5822 p_area_array => l_area_array,
5823 p_content_array => l_content_array,
5824 p_param_array => l_param_array,
5825 p_user_id => l_user_id,
5826 p_category_id => l_category_id,
5827 p_include_subcats => FND_API.G_FALSE,
5828 p_external_contents => FND_API.G_TRUE,
5829 p_rows_requested_tbl => l_rows_req,
5830 p_start_row_pos_tbl => l_start_row,
5831 p_get_total_cnt_flag => 'T',
5832 x_rows_returned_tbl => l_rows_returned,
5833 x_next_row_pos_tbl => l_next_row_pos,
5834 x_total_row_cnt_tbl => l_total_row_cnt,
5835 x_result_array => l_result_array);
5836
5837 if g_statement_log then
5838 l_logmessage:= 'End Calling the Specific Search For Message Id '||l_msg_id||' No of document Returned '||l_result_array.count;
5839 iem_logger(l_logmessage);
5840 end if;
5841 -- Insert The Data into IEM_KB_RESULTS
5842
5843 FOR l_count IN 1..l_result_array.count LOOP
5844 IEM_KB_RESULTS_PVT.create_item(p_api_version_number=>1.0,
5845 p_init_msg_list=>'F' ,
5846 p_commit=>'F' ,
5847 p_message_id =>l_msg_id,
5848 p_classification_id=>l_classification_id,
5849 p_email_account_id=>l_email_account_id ,
5850 p_document_id =>to_char(l_result_array(l_count).id) ,
5851 p_kb_repository_name =>l_result_array(l_count).repository,
5852 p_kb_category_name =>l_result_array(l_count).repository,
5853 p_document_title =>l_result_array(l_count).title,
5854 p_doc_last_modified_date=>l_result_array(l_count).last_update_date,
5855 p_score =>to_char(l_result_array(l_count).score),
5856 p_url =>l_result_array(l_count).url_string,
5857 p_kb_delete=>'N',
5858 p_CREATED_BY =>TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),
5859 p_CREATION_DATE =>SYSDATE,
5860 p_LAST_UPDATED_BY =>TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),
5861 p_LAST_UPDATE_DATE =>SYSDATE,
5862 p_LAST_UPDATE_LOGIN=>TO_NUMBER (FND_PROFILE.VALUE('LOGIN_ID')) ,
5863 p_ATTRIBUTE1 =>null,
5864 p_ATTRIBUTE2 =>null,
5865 p_ATTRIBUTE3 =>null,
5866 p_ATTRIBUTE4 =>null,
5867 p_ATTRIBUTE5 =>null,
5868 p_ATTRIBUTE6 =>null,
5869 p_ATTRIBUTE7 =>null,
5870 p_ATTRIBUTE8 =>null,
5871 p_ATTRIBUTE9 =>null,
5872 p_ATTRIBUTE10 =>null,
5873 p_ATTRIBUTE11 =>null,
5874 p_ATTRIBUTE12 =>null,
5875 p_ATTRIBUTE13 =>null,
5876 p_ATTRIBUTE14 =>null,
5877 p_ATTRIBUTE15 =>null,
5878 x_return_status=>l_return_status,
5879 x_msg_count=>l_msg_count,
5880 x_msg_data=>l_msg_data);
5881 END LOOP;
5882 END IF; --End if for r_imt_string is not null
5883 END IF;
5884 -- Deleting duplicate rows from Document retrieval set
5885 l_doc_id:=0;
5886 l_kb_repos:=null;
5887 for v_doc in c_doc LOOP
5888 if (v_doc.document_id = l_doc_id and v_doc.kb_repository_name=l_kb_repos) then
5889 delete from iem_kb_results where message_id=l_msg_id and kb_result_id=v_doc.kb_result_id;
5890 end if;
5891 l_doc_id:=v_doc.document_id;
5892 l_kb_repos:=v_doc.kb_repository_name;
5893 END LOOP;
5894
5895 EXCEPTION when others then
5896 null;
5897 END;
5898 l_stat:='S';
5899 ELSE
5900 l_stat:='S';
5901 END IF;
5902 exception
5903 when others then
5904 if g_exception_log then
5905 l_logmessage:='Oracle Error in MES Search '||sqlerrm||' while processing for message id '||l_msg_id;
5906 iem_logger(l_logmessage);
5907 end if;
5908 l_stat:='E';
5909 l_out_text:='Oracle Error in Specific Search '||sqlerrm||' while processing for message id '||l_msg_id;
5910 end IEM_WF_SPECIFICSEARCH;
5911 procedure IEM_RETURN_ENCRYPTID
5912 (p_subject in varchar2,
5913 x_id out nocopy varchar2,
5914 x_Status out nocopy varchar2) IS
5915 l_search varchar2(10);
5916 l_index1 number;
5917 l_index2 number;
5918 l_encrypted_id varchar2(100);
5919 begin
5920 l_search:='[REF:';
5921 l_index1:=instr(p_subject,l_search,1,1);
5922 l_index2:=instr(substr(p_subject,l_index1+length(l_search),length(p_subject)-1),']',1,1);
5923 IF (l_index1 <> 0) and (l_index2<>0) THEN
5924 l_encrypted_id:=ltrim(substr(p_subject,l_index1+length(l_search),l_index2-1));
5925 END IF;
5926 x_id:=l_encrypted_id;
5927 x_status:='S';
5928 EXCEPTION WHEN OTHERS THEN
5929 x_status:='E';
5930 end IEM_RETURN_ENCRYPTID;
5931
5932 --siahmed 12.1.3 advanced SR processing changes begin
5933
5934
5935 --Developer attention:
5936 --I am using the rownum to restrict the number of rows that gets returned. Since
5937 --rownum will limit the number of rows it searches; if it finds more than one match
5938 --we are not interested with that data and therefore we need not proceed further.
5939 --Rownum works in the following manner therefore it should be ok for us to use as a
5940 --restricted methadology
5941 --1. The FROM/WHERE clause goes first.
5942 --2. ROWNUM is assigned and incremented to each output row from the FROM/WHERE clause.
5943
5944 --p_account_type is to determine weather an account is internal or external
5945 --this will help us determine which processing route to proceede with during
5946 --contact processing. Account type can of be type I for internal
5947 --this is the p_employee_flag that gets passed to the create_Sr api
5948 --p_default_type_id is the default status id being used by the current sr processing
5949 --incase the user pass a sr_type but an associated Sr_type_id could not be recovered
5950 --then we need to use the default type_id to create the sr
5951 --p_default_customer_id this is the customer_id that will be used if no customer id could be
5952 --found using the values that the customer has provided.This is the default customer_id
5953 --which is currently being used during the R12 functionality of SR creation.
5954 PROCEDURE advanced_sr_processing (
5955 p_message_id IN NUMBER,
5956 p_parser_id IN NUMBER,
5957 p_account_type IN VARCHAR2 DEFAULT NULL, --p_employee_flag
5958 p_default_type_id IN NUMBER DEFAULT NULL, --p_sr_type_id
5959 p_default_customer_id IN NUMBER DEFAULT NULL, --p_party_id
5960 p_init_msg_list IN VARCHAR2 := FND_API.G_FALSE,
5961 p_commit IN VARCHAR2 := FND_API.G_FALSE,
5962 p_note IN VARCHAR2,
5963 p_subject IN VARCHAR2,
5964 p_note_type IN VARCHAR2,
5965 p_contact_id IN NUMBER := NULL,
5966 p_contact_point_id IN NUMBER := NULL,
5967 x_return_status OUT NOCOPY VARCHAR2,
5968 x_msg_count OUT NOCOPY NUMBER,
5969 x_msg_data OUT NOCOPY VARCHAR2,
5970 x_request_id OUT NOCOPY NUMBER
5971 )
5972 IS
5973 -- local var for creating SR
5974 l_return_status VARCHAR2(20) := FND_API.G_RET_STS_SUCCESS;
5975 l_msg_count NUMBER := 0;
5976 l_msg_data VARCHAR2(2000);
5977 l_index NUMBER := 1;
5978
5979 l_api_name VARCHAR2(255):='ADVANCED_SR_PROCESSING';
5980 --l_api_version_number NUMBER:=1.0;
5981 l_cs_version_number NUMBER:=4.0;
5982
5983 l_service_request_rec CS_ServiceRequest_PUB.service_request_rec_type;
5984 p_notes CS_ServiceRequest_PUB.notes_table;
5985 p_contacts CS_ServiceRequest_PUB.contacts_table;
5986 l_sr_create_out_rec CS_ServiceRequest_PUB.sr_create_out_rec_type;
5987 p_keyVals_tbl IEM_ROUTE_PUB.keyVals_tbl_type;
5988
5989 l_notes CS_ServiceRequest_PUB.notes_table;
5990 l_contacts CS_ServiceRequest_PUB.contacts_table;
5991 l_summary_prefix VARCHAR2(80);
5992 l_summary VARCHAR2(300);
5993 l_party_type VARCHAR2(80);
5994 l_contact_type VARCHAR2(80);
5995 l_auto_assign VARCHAR2(10);
5996 --end of local var for SR
5997
5998 l_coverage_template_id NUMBER;
5999
6000 IEM_SR_NOT_CREATE EXCEPTION;
6001
6002 --local varaibles for getting values to be passed to the SR API
6003 l_cust_account_id NUMBER; --to be passed as account_id in SR API
6004 l_customer_phone_id NUMBER;
6005 l_customer_email_id NUMBER;
6006 l_customer_product_id NUMBER;
6007 l_inventory_item_id NUMBER;
6008 l_inventory_org_id NUMBER;
6009 l_incident_location_id NUMBER;
6010 l_type_id NUMBER;
6011 l_problem_code VARCHAR2(100);
6012 l_urgency_id NUMBER;
6013 l_party_site_id NUMBER;
6014 l_ext_ref VARCHAR2(100);
6015
6016
6017 --cursor for doing customer info processing
6018 --in the order or rank. Attribute with the lower number
6019 --will get a higher precedence. So 1 has a higer precedence over 2 or 3
6020 --Question
6021 -- we can also make these attributes dynamic by driving them from fnd tabel
6022 -- rather than hard coding them;where we can define which processing group each column name belongs to
6023 Cursor c_customer_attributes (l_parser_id IN NUMBER)
6024 IS
6025 Select parser_id, start_tag, end_tag, column_name, rank
6026 from iem_parser_dtls
6027 where parser_id = l_parser_id
6028 and UPPER(column_name) IN ('ACCOUNT_NUMBER','CUSTOMER_NUMBER','CUSTOMER_NAME',
6029 'CUSTOMER_PHONE','CUSTOMER_EMAIL','INSTANCE_NUMBER',
6030 'INSTANCE_SERIAL_NUMBER','INCIDENT_SITE_NUMBER','CONTACT_NUMBER',
6031 'CONTACT_NAME','CONTACT_PHONE','CONTACT_EMAIL')
6032 order by rank asc;
6033
6034 --Note: serial number is not being implemented
6035 Cursor c_other_attributes (l_parser_id IN NUMBER)
6036 IS
6037 Select parser_id, start_tag, end_tag, column_name, rank
6038 from iem_parser_dtls
6039 where parser_id = l_parser_id
6040 and UPPER(column_name) IN ('ADDRESSEE', 'EXTERNAL_REFERENCE', 'INCIDENT_ADDRESS1', 'INCIDENT_ADDRESS2',
6041 'INCIDENT_ADDRESS3', 'INCIDENT_ADDRESS4', 'INCIDENT_CITY', 'INCIDENT_COUNTRY',
6042 'INCIDENT_COUNTY', 'INCIDENT_POSTAL_CODE', 'INCIDENT_PROVINCE', 'INCIDENT_STATE',
6043 'PROBLEM_CODE', 'SERVICE_REQUEST_TYPE', 'SITE_NAME', 'URGENCY', 'INVENTORY_ITEM_NAME')
6044 order by rank asc;
6045
6046 CURSOR caller_type
6047 IS
6048 SELECT party_type
6049 FROM hz_parties a
6050 WHERE a.party_id = g_customer_id
6051 AND a.status = 'A'
6052 AND a.party_type IN ('ORGANIZATION','PERSON');
6053
6054 --local varaibles to store parsed tag data information
6055 --these local var are needed because these att will go through
6056 --double processing. Once for finding the customer_id and once for
6057 --fiding more information from those attr. There fore the loc
6058 --var will prevent an extra trip to get the parsed values
6059 l_account_number VARCHAR2(100);
6060 l_customer_number VARCHAR2(100);
6061 l_customer_name VARCHAR2(100);
6062 l_customer_phone VARCHAR2(100);
6063 l_customer_email VARCHAR2(100);
6064 l_instance_number VARCHAR2(100);
6065 l_instance_serial_number VARCHAR2(100);
6066 l_incident_site_number VARCHAR2(100);
6067 l_contact_number VARCHAR2(100);
6068 l_contact_name VARCHAR2(100);
6069 l_contact_phone VARCHAR2(100);
6070 l_contact_email VARCHAR2(100);
6071
6072 --getting parsed inventory values
6073 --for all other attrbutee processing we will use tag_Data
6074 l_tag_data VARCHAR2(1000);
6075
6076 l_addressee VARCHAR2(100);
6077 l_external_reference VARCHAR2(100);
6078 l_incident_address1 VARCHAR2(100);
6079 l_incident_address2 VARCHAR2(100);
6080 l_incident_address3 VARCHAR2(100);
6081 l_incident_address4 VARCHAR2(100);
6082 l_incident_city VARCHAR2(100);
6083 l_incident_country VARCHAR2(100);
6084 l_incident_county VARCHAR2(100);
6085 l_incident_postal_code VARCHAR2(100);
6086 l_incident_province VARCHAR2(100);
6087 l_incident_state VARCHAR2(100);
6088 l_inventory_item_name VARCHAR2(100);
6089 l_serial_number VARCHAR2(100);
6090 l_service_request_type VARCHAR2(100);
6091 l_site_name VARCHAR2(100);
6092 l_urgency VARCHAR2(100);
6093
6094 --for debuggin remove late
6095 lx_msg_data VARCHAR2(2000);
6096 lx_return_status VARCHAR2(1);
6097 lx_msg_index_out NUMBER;
6098
6099 --logger
6100 l_logmessage varchar2(2000):=' ';
6101
6102 --added for bug 12619947 by siahmed
6103 l_category_id NUMBER;
6104 --l_category_set_id NUMBER;
6105
6106 --bug 12663292
6107 l_bill_to_site_id NUMBER;
6108 l_ship_to_site_id NUMBER;
6109 l_billship_account NUMBER;
6110 --end bug 12663292
6111
6112
6113 BEGIN
6114
6115 --initialize all the global variables to null here to prevent session issues
6116 g_customer_id := null;
6117 g_contact_party_id := null;
6118 g_contact_party_type := null;
6119 g_contact_point_id := null;
6120 g_contact_point_type := null;
6121
6122
6123 --assign the account_type to the global variable g_account_type
6124 --this global variabel will be later used in the contact processing
6125 l_logmessage:='account type:'|| p_account_type || 'p_default_Customer_id:'||p_default_customer_id ||'p_contact_id:'||p_contact_id;
6126 iem_logger(l_logmessage);
6127
6128 g_account_type := p_account_type;
6129
6130 -- process all the customer information tags to get customer_number
6131 --this will give us the req in sequence and we can process it for customer
6132 --note the internal getCustomerNumber procedure makes sure that if we have already
6133 --got a customer_id then dont try to fetch the customer_id
6134 IF (g_account_type = 'I') THEN
6135
6136 l_logmessage:='Account type is of I ';
6137 iem_logger(l_logmessage);
6138
6139
6140 --we dont do any customer processing for internal accounts and use the default customer id
6141 g_customer_id := p_default_customer_id;
6142 l_logmessage:='Customer id used for internal processing is '||g_customer_id;
6143 iem_logger(l_logmessage);
6144
6145 --if account type is of type I and the contact information has been passed in the email
6146 --then we should pick up the contact information from the email content otherwise we should
6147 --use the default
6148 FOR contact_rec in (Select start_tag, end_tag, column_name, rank
6149 from iem_parser_dtls
6150 where parser_id = p_parser_id
6151 and UPPER(column_name) IN ('CONTACT_PHONE','CONTACT_EMAIL')
6152 order by rank asc)
6153 LOOP
6154 IF (contact_rec.column_name = 'CONTACT_PHONE') THEN
6155 BEGIN
6156 l_contact_phone:= get_tag_data(contact_rec.start_tag, contact_rec.end_tag, p_message_id);
6157 l_contact_phone:= REGEXP_REPLACE(l_contact_phone,'([[:punct:]|[:space:]]*)');
6158 Select a.person_id, b.phone_id, 'PHONE','EMPLOYEE'
6159 into g_contact_party_id,g_contact_point_id, g_contact_point_type, g_contact_party_type
6160 from per_workforce_x a,per_phones b
6161 where a.person_id = b.parent_id
6162 and REGEXP_REPLACE(b.phone_number,'([[:punct:]|[:space:]]*)') = l_contact_phone;
6163 EXCEPTION
6164 when TOO_MANY_ROWS then
6165 l_logmessage:='internal contact phone:'||l_contact_phone||' fetch returned too many rows'|| SQL%ROWCOUNT;
6166 iem_logger(l_logmessage);
6167
6168 --plsql issue when there are many rows the first rows get associated with values
6169 g_contact_party_id := null;
6170 g_contact_point_id := null;
6171 g_contact_point_type := null;
6172 g_contact_party_type :=null;
6173 when NO_DATA_FOUND then
6174 l_logmessage:='contact phone:'||l_contact_phone||' fetch returned 0 rows'|| SQL%ROWCOUNT;
6175 iem_logger(l_logmessage);
6176
6177 when others then
6178 l_logmessage:='cotanct_phone:'||l_contact_phone||' other exception';
6179 iem_logger(l_logmessage);
6180
6181 END;
6182 ELSIF (contact_rec.column_name = 'CONTACT_EMAIL') THEN
6183 BEGIN
6184 l_contact_email:= get_tag_data(contact_rec.start_tag, contact_rec.end_tag, p_message_id);
6185 Select a.person_id, 'EMAIL','EMPLOYEE'
6186 into g_contact_party_id, g_contact_point_type , g_contact_party_type
6187 from per_workforce_current_x a
6188 where UPPER(a.email_Address) = upper(l_contact_email);
6189 EXCEPTION
6190 when TOO_MANY_ROWS then
6191 l_logmessage:='internal contact email:'||l_contact_email||' fetch returned too many rows'|| SQL%ROWCOUNT;
6192 iem_logger(l_logmessage);
6193
6194 --plsql issue when there are many rows the first rows get associated with values
6195 g_contact_party_id := null;
6196 g_contact_point_type := null;
6197 g_contact_party_type :=null;
6198 when NO_DATA_FOUND then
6199 l_logmessage:='contact email:'||l_contact_email||' fetch returned 0 rows'|| SQL%ROWCOUNT;
6200 iem_logger(l_logmessage);
6201
6202 when others then
6203 l_logmessage:='cotanct_email:'||l_contact_email||' other exception';
6204 iem_logger(l_logmessage);
6205
6206 END;
6207 END IF; --end if of contact_phone and contact_Email
6208 END LOOP;
6209 -- if after the loop the values are still null then assign the default values
6210 IF g_contact_party_id IS NULL THEN
6211 g_contact_party_id := p_contact_id;
6212 g_contact_point_id := p_contact_point_id;
6213 g_contact_point_type := 'EMAIL';
6214 g_contact_party_type := 'EMPLOYEE';
6215 END IF;
6216 ELSE
6217
6218 l_logmessage:='customer_id proessing ';
6219 iem_logger(l_logmessage);
6220
6221 IF (g_customer_id IS NULL) THEN
6222 l_logmessage:='customer_id is null calling parser cursor ' || p_parser_id;
6223
6224 iem_logger(l_logmessage);
6225
6226
6227 --this is where we will assign all the values so that we can process them later
6228 FOR r_sr_attr_assign IN c_customer_attributes(p_parser_id)
6229 LOOP
6230
6231 IF r_sr_attr_assign.column_name ='CUSTOMER_NUMBER' THEN
6232
6233 l_logmessage:=r_sr_attr_assign.column_name || ' assigning ';
6234 iem_logger(l_logmessage);
6235 l_customer_number:= TO_NUMBER(get_tag_data(r_sr_attr_assign.start_tag, r_sr_attr_assign.end_tag, p_message_id));
6236 END IF;
6237
6238 IF r_sr_attr_assign.column_name ='CUSTOMER_NAME' THEN
6239
6240 l_logmessage:=r_sr_attr_assign.column_name || ' assigning ';
6241 iem_logger(l_logmessage);
6242 l_customer_name:= get_tag_data (r_sr_attr_assign.start_tag, r_sr_attr_assign.end_tag, p_message_id);
6243 END IF;
6244
6245 IF r_sr_attr_assign.column_name ='ACCOUNT_NUMBER' THEN
6246
6247 l_logmessage:=r_sr_attr_assign.column_name || ' assigning ';
6248 iem_logger(l_logmessage);
6249 l_account_number:= get_tag_data (r_sr_attr_assign.start_tag, r_sr_attr_assign.end_tag, p_message_id);
6250 END IF;
6251
6252 IF r_sr_attr_assign.column_name ='CUSTOMER_PHONE' THEN
6253
6254 l_logmessage:=r_sr_attr_assign.column_name || ' assigning ';
6255 iem_logger(l_logmessage);
6256 l_customer_phone:= get_tag_data (r_sr_attr_assign.start_tag, r_sr_attr_assign.end_tag, p_message_id);
6257 END IF;
6258
6259 IF r_sr_attr_assign.column_name ='CUSTOMER_EMAIL' THEN
6260
6261 l_logmessage:=r_sr_attr_assign.column_name || ' assigning ';
6262 iem_logger(l_logmessage);
6263 l_customer_email:= get_tag_data (r_sr_attr_assign.start_tag, r_sr_attr_assign.end_tag, p_message_id);
6264 END IF;
6265
6266 IF r_sr_attr_assign.column_name ='INSTANCE_NUMBER' THEN
6267
6268 l_logmessage:=r_sr_attr_assign.column_name || ' assigning ';
6269 iem_logger(l_logmessage);
6270 l_instance_number:= get_tag_data (r_sr_attr_assign.start_tag, r_sr_attr_assign.end_tag, p_message_id);
6271 END IF;
6272
6273 IF r_sr_attr_assign.column_name ='INSTANCE_SERIAL_NUMBER' THEN
6274
6275 l_logmessage:=r_sr_attr_assign.column_name || ' assigning ';
6276 iem_logger(l_logmessage);
6277 l_instance_serial_number:= get_tag_data (r_sr_attr_assign.start_tag, r_sr_attr_assign.end_tag, p_message_id);
6278 END IF;
6279
6280 IF r_sr_attr_assign.column_name ='INCIDENT_SITE_NUMBER' THEN
6281
6282 l_logmessage:=r_sr_attr_assign.column_name || ' assigning ';
6283 iem_logger(l_logmessage);
6284 l_incident_site_number:= get_tag_data (r_sr_attr_assign.start_tag, r_sr_attr_assign.end_tag, p_message_id);
6285 END IF;
6286
6287 IF r_sr_attr_assign.column_name ='CONTACT_NUMBER' THEN
6288 --dbms_output.put_line(r_sr_attr_assign.column_name || ' assigning ');
6289 l_logmessage:=r_sr_attr_assign.column_name || ' assigning ';
6290 iem_logger(l_logmessage);
6291 l_contact_number:= get_tag_data (r_sr_attr_assign.start_tag, r_sr_attr_assign.end_tag, p_message_id);
6292 END IF;
6293
6294 IF r_sr_attr_assign.column_name ='CONTACT_NAME' THEN
6295 --dbms_output.put_line(r_sr_attr_assign.column_name || ' assigning ');
6296
6297 l_logmessage:=r_sr_attr_assign.column_name || ' assigning ';
6298 iem_logger(l_logmessage);
6299 l_contact_name:= get_tag_data (r_sr_attr_assign.start_tag, r_sr_attr_assign.end_tag, p_message_id);
6300 END IF;
6301
6302 IF r_sr_attr_assign.column_name ='CONTACT_PHONE' THEN
6303 --dbms_output.put_line(r_sr_attr_assign.column_name || ' assigning ');
6304 l_logmessage:=r_sr_attr_assign.column_name || ' assigning ';
6305 iem_logger(l_logmessage);
6306 l_contact_phone:= get_tag_data (r_sr_attr_assign.start_tag, r_sr_attr_assign.end_tag, p_message_id);
6307 END IF;
6308
6309 IF r_sr_attr_assign.column_name ='CONTACT_EMAIL' THEN
6310 --dbms_output.put_line(r_sr_attr_assign.column_name || ' assigning ');
6311 l_logmessage:=r_sr_attr_assign.column_name || ' assigning ';
6312 iem_logger(l_logmessage);
6313 --dbms_output.put_line(' passing contact_email_tag - starttag:'||r_sr_attr_assign.start_tag);
6314 l_contact_email:= get_tag_data (r_sr_attr_assign.start_tag, r_sr_attr_assign.end_tag, p_message_id);
6315 END IF;
6316 END LOOP;
6317
6318 ---end of value assignment
6319
6320
6321
6322
6323 FOR r_sr_attr IN c_customer_attributes(p_parser_id)
6324 LOOP
6325
6326 IF r_sr_attr.column_name ='CUSTOMER_NUMBER' THEN
6327 --dbms_output.put_line( r_sr_attr.column_name || ' proessing ');
6328 l_logmessage:=r_sr_attr.column_name || ' proessing ';
6329 iem_logger(l_logmessage);
6330 getCustomerNumber (p_customer_number => l_customer_number,
6331 x_customer_id => g_customer_id);
6332 END IF;
6333
6334 IF r_sr_attr.column_name ='CUSTOMER_NAME' THEN
6335 --dbms_output.put_line( r_sr_attr.column_name || ' proessing ');
6336 l_logmessage:=r_sr_attr.column_name || ' proessing ';
6337 iem_logger(l_logmessage);
6338 getCustomerNumber (p_customer_name => l_customer_name,
6339 x_customer_id => g_customer_id);
6340 END IF;
6341
6342 IF r_sr_attr.column_name ='ACCOUNT_NUMBER' THEN
6343 --dbms_output.put_line( r_sr_attr.column_name || ' proessing ');
6344 l_logmessage:=r_sr_attr.column_name || ' proessing ';
6345 iem_logger(l_logmessage);
6346 getCustomerNumber (p_account_number => l_account_number,
6347 x_customer_id => g_customer_id);
6348 END IF;
6349
6350 IF r_sr_attr.column_name ='CUSTOMER_PHONE' THEN
6351 --dbms_output.put_line( r_sr_attr.column_name || ' proessing ');
6352 l_logmessage:=r_sr_attr.column_name || ' proessing ';
6353 iem_logger(l_logmessage);
6354 getCustomerNumber (p_customer_phone => l_customer_phone,
6355 x_customer_id => g_customer_id);
6356 END IF;
6357
6358 IF r_sr_attr.column_name ='CUSTOMER_EMAIL' THEN
6359 --dbms_output.put_line( r_sr_attr.column_name || ' proessing ');
6360 l_logmessage:=r_sr_attr.column_name || ' proessing ';
6361 iem_logger(l_logmessage);
6362 getCustomerNumber (p_customer_email => l_customer_email,
6363 x_customer_id => g_customer_id);
6364 END IF;
6365
6366 IF r_sr_attr.column_name ='INSTANCE_NUMBER' THEN
6367 --dbms_output.put_line(r_sr_attr.column_name || ' proessing ');
6368 l_logmessage:=r_sr_attr.column_name || ' proessing ';
6369 iem_logger(l_logmessage);
6370 getCustomerNumber (p_instance_number => l_instance_number,
6371 x_customer_id => g_customer_id);
6372 END IF;
6373
6374 IF r_sr_attr.column_name ='INSTANCE_SERIAL_NUMBER' THEN
6375 --dbms_output.put_line(r_sr_attr.column_name || ' proessing ');
6376 l_logmessage:=r_sr_attr.column_name || ' proessing ';
6377 iem_logger(l_logmessage);
6378 getCustomerNumber (p_instance_serial_number => l_instance_serial_number,
6379 x_customer_id => g_customer_id);
6380 END IF;
6381
6382 IF r_sr_attr.column_name ='INCIDENT_SITE_NUMBER' THEN
6383 --dbms_output.put_line(r_sr_attr.column_name || ' proessing ');
6384 l_logmessage:=r_sr_attr.column_name || ' proessing ';
6385 iem_logger(l_logmessage);
6386 getCustomerNumber (p_incident_site_number => l_incident_site_number,
6387 x_customer_id => g_customer_id);
6388 END IF;
6389
6390 IF r_sr_attr.column_name ='CONTACT_NUMBER' THEN
6391 --dbms_output.put_line(r_sr_attr.column_name || ' proessing ');
6392 l_logmessage:=r_sr_attr.column_name || ' proessing ';
6393 iem_logger(l_logmessage);
6394 getCustomerNumber (p_contact_number => l_contact_number,
6395 x_customer_id => g_customer_id);
6396 END IF;
6397
6398 IF r_sr_attr.column_name ='CONTACT_NAME' THEN
6399 --dbms_output.put_line(r_sr_attr.column_name || ' proessing ');
6400
6401 l_logmessage:=r_sr_attr.column_name || ' proessing ';
6402 iem_logger(l_logmessage);
6403 getCustomerNumber (p_contact_name => l_contact_name,
6404 x_customer_id => g_customer_id);
6405 END IF;
6406
6407 IF r_sr_attr.column_name ='CONTACT_PHONE' THEN
6408 --dbms_output.put_line(r_sr_attr.column_name || ' proessing ');
6409 l_logmessage:=r_sr_attr.column_name || ' proessing ';
6410 iem_logger(l_logmessage);
6411 getCustomerNumber (p_contact_phone => l_contact_phone,
6412 x_customer_id => g_customer_id);
6413 END IF;
6414
6415 IF r_sr_attr.column_name ='CONTACT_EMAIL' THEN
6416 --dbms_output.put_line(r_sr_attr.column_name || ' proessing ');
6417 l_logmessage:=r_sr_attr.column_name || ' proessing ';
6418 iem_logger(l_logmessage);
6419 getCustomerNumber (p_contact_email => l_contact_email,
6420 x_customer_id => g_customer_id);
6421 END IF;
6422
6423 --exit out of the loop if g_customer_id has been found
6424 --dbms_output.put_line(' G_CUSTOMER_ID in the loop is ' || g_customer_id);
6425 l_logmessage:=' G_CUSTOMER_ID in the loop is ' || g_customer_id;
6426 iem_logger(l_logmessage);
6427 EXIT WHEN g_customer_id IS NOT NULL;
6428
6429 END LOOP;
6430
6431 l_logmessage:=' sanity check no customer_id found exited loop';
6432 iem_logger(l_logmessage);
6433 --dbms_output.put_line(l_logmessage);
6434
6435 --if after going throug the loop to find g_Customer_id was
6436 --not found then we should give it the default customer_id which got passed
6437 --we should exit this program if there is not defulat_Customer_id
6438 --IF (g_customer_id IS NULL) AND (p_default_customer_id >0) THEN
6439 --issue this i
6440 IF (g_customer_id IS NULL) THEN
6441 g_customer_id := p_default_customer_id;
6442 ELSIF ((g_customer_id is NULL) AND (p_default_customer_id IS NULL)) THEN
6443 --exit out of the program and dont do anything
6444 --dbms_output.put_line('Exiting plsql procedure no customer_id found');
6445 l_logmessage:=' Exiting plsql procedure no customer_id found';
6446 iem_logger(l_logmessage);
6447 x_return_status:= 'E';
6448 x_msg_count:= 1;
6449 x_msg_data:= 'Exiting out of the procedure because no customer_id found';
6450
6451 --dbms_output.put_line(x_msg_data);
6452 --return statement will exit out of the procedure
6453 RETURN;
6454 END IF;
6455 END IF; --end of weather g_cutomer_id existance check
6456 END IF; --end of customer_type check
6457 l_logmessage:=' sanity check 2 g_customer_id is :'|| g_customer_id;
6458 iem_logger(l_logmessage);
6459 --dbms_output.put_line(l_logmessage);
6460
6461 --once we have found the customer_id information we will use the same cursor
6462 --to find additinal information
6463 --Question: Should we even do the processing for all the attributes if we were not
6464 --able to find a customer_id and if are using the default customer_id ..
6465 -- so bascially should we check over here if g_customer_id <> p_default_customer_id
6466 --then only do this processing other wise why even bother with these processing with the
6467 --default customer_id.
6468 FOR r_sr_cust_attr IN c_customer_attributes(p_parser_id)
6469 LOOP
6470 IF ((r_sr_cust_attr.column_name ='ACCOUNT_NUMBER') AND (l_account_number IS NOT NULL)) THEN
6471 --dbms_output.put_line('Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop');
6472 l_logmessage:=' Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop' ;
6473 iem_logger(l_logmessage);
6474 getAccountNumber (p_account_number => l_account_number,
6475 x_cust_account_id => l_cust_account_id);
6476 END IF;
6477
6478 IF ((r_sr_cust_attr.column_name ='CUSTOMER_PHONE') AND (l_customer_phone IS NOT NULL)) THEN
6479 --dbms_output.put_line('Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop');
6480 l_logmessage:=' Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop' ;
6481 iem_logger(l_logmessage);
6482 getCustomerPhone (p_customer_phone => l_customer_phone,
6483 x_customer_phone_id => l_customer_phone_id);
6484 END IF;
6485
6486 IF ((r_sr_cust_attr.column_name ='CUSTOMER_EMAIL') AND (l_customer_email IS NOT NULL)) THEN
6487 --dbms_output.put_line('Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop');
6488 l_logmessage:=' Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop' ;
6489 iem_logger(l_logmessage);
6490 getCustomerEmail (p_customer_email => l_customer_email,
6491 x_customer_email_id => l_customer_email_id);
6492 END IF;
6493
6494 --putting in additional condition because if we have already found thesse values
6495 --that means we should honor those values and should not find them again as they
6496 --have been found with attributes that had a higer rank
6497 IF ((r_sr_cust_attr.column_name ='INSTANCE_NUMBER') AND (l_customer_product_id IS NULL)
6498 AND (l_inventory_item_id IS NULL) AND (l_instance_number IS NOT NULL))
6499 THEN
6500 --dbms_output.put_line('Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop');
6501 l_logmessage:=' Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop' ;
6502 iem_logger(l_logmessage);
6503 getInstanceNumber (p_instance_number => l_instance_number,
6504 p_cust_account_id => l_cust_account_id,
6505 x_customer_product_id => l_customer_product_id,
6506 x_inventory_org_id => l_inventory_org_id,
6507 x_inventory_item_id => l_inventory_item_id);
6508 END IF;
6509
6510 IF ((r_sr_cust_attr.column_name ='INSTANCE_SERIAL_NUMBER') AND (l_customer_product_id IS NULL)
6511 AND (l_inventory_item_id IS NULL) AND (l_instance_serial_number IS NOT NULL))
6512 THEN
6513 --dbms_output.put_line('Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop');
6514 l_logmessage:=' Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop' ;
6515 iem_logger(l_logmessage);
6516 getInstanceSerialNumber
6517 (p_instance_serial_number => l_instance_serial_number,
6518 p_cust_account_id => l_cust_account_id,
6519 x_customer_product_id => l_customer_product_id,
6520 x_inventory_org_id => l_inventory_org_id,
6521 x_inventory_item_id => l_inventory_item_id);
6522 END IF;
6523
6524 IF ((r_sr_cust_attr.column_name ='INCIDENT_SITE_NUMBER') AND (l_incident_site_number is not null)) THEN
6525 --dbms_output.put_line('Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop');
6526 l_logmessage:=' Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop' ;
6527 iem_logger(l_logmessage);
6528 getIncidentSiteNumber (p_incident_site_number => l_incident_site_number,
6529 x_incident_location_id => l_incident_location_id);
6530 END IF;
6531
6532 --all the contact related stuff should be there from customer processing so
6533 --we will pass all the contact related values to its procdure here
6534 --process the contact related information only if
6535 --type is external and g_customer_id not null and g_contact_party_id is null or g_contact_
6536 IF ((g_contact_party_id IS NULL) AND (g_customer_id IS NOT NULL)
6537 AND (r_sr_cust_attr.column_name ='CONTACT_NUMBER') AND (l_contact_number IS NOT NULL))
6538 THEN
6539 --dbms_output.put_line('Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop');
6540 l_logmessage:=' Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop' ;
6541 iem_logger(l_logmessage);
6542 getContactNumber (p_contact_number => l_contact_number,
6543 p_parser_id => p_parser_id ,
6544 p_contact_phone => l_contact_phone,
6545 p_contact_email => l_contact_email,
6546 x_contact_party_id => g_contact_party_id,
6547 x_contact_type => g_contact_party_type,
6548 x_contact_point_type => g_contact_point_type,
6549 x_contact_point_id => g_contact_point_id);
6550
6551 END IF;
6552
6553 IF ((g_contact_party_id IS NULL) AND (g_customer_id IS NOT NULL)
6554 AND (r_sr_cust_attr.column_name ='CONTACT_NAME') AND (l_contact_name IS NOT NULL))
6555 THEN
6556 --dbms_output.put_line('Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop');
6557 l_logmessage:=' Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop' ;
6558 iem_logger(l_logmessage);
6559 l_logmessage:='before contact_name-call'||l_contact_name||'--partyid:'||g_contact_party_id||'point_id:'||g_contact_point_id ;
6560 iem_logger(l_logmessage);
6561 --dbms_output.put_line(l_logmessage);
6562 getContactName (p_contact_name => l_contact_name,
6563 p_parser_id => p_parser_id ,
6564 p_contact_phone => l_contact_phone,
6565 p_contact_email => l_contact_email,
6566 x_contact_party_id => g_contact_party_id,
6567 x_contact_type => g_contact_party_type,
6568 x_contact_point_type => g_contact_point_type,
6569 x_contact_point_id => g_contact_point_id);
6570
6571 l_logmessage:='after contact_name-call'||l_contact_name||'--partyid:'||g_contact_party_id||'point_id'||g_contact_point_id ;
6572 iem_logger(l_logmessage);
6573 --dbms_output.put_line(l_logmessage);
6574 END IF;
6575
6576 IF ((g_contact_party_id IS NULL) AND (g_customer_id IS NOT NULL)
6577 AND (r_sr_cust_attr.column_name ='CONTACT_PHONE') AND (l_contact_phone IS NOT NULL))
6578 THEN
6579 --dbms_output.put_line('Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop');
6580 l_logmessage:=' Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop' ;
6581 iem_logger(l_logmessage);
6582 getContactPhone (p_contact_phone => l_contact_phone,
6583 x_contact_party_id => g_contact_party_id,
6584 x_contact_type => g_contact_party_type,
6585 x_contact_point_type => g_contact_point_type,
6586 x_contact_point_id => g_contact_point_id);
6587
6588 END IF;
6589
6590 IF ((g_contact_party_id IS NULL) AND (g_customer_id IS NOT NULL)
6591 AND (r_sr_cust_attr.column_name ='CONTACT_EMAIL') AND (l_contact_email IS NOT NULL))
6592 THEN
6593 --dbms_output.put_line('Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop');
6594 l_logmessage:=' Detailed '||r_sr_cust_attr.column_name || ' processing - 2nloop' ;
6595 iem_logger(l_logmessage);
6596 --dbms_output.put_line('contact_email is: '||l_contact_email);
6597 getContactEmail (p_contact_email => l_contact_email,
6598 x_contact_party_id => g_contact_party_id,
6599 x_contact_type => g_contact_party_type,
6600 x_contact_point_type => g_contact_point_type,
6601 x_contact_point_id => g_contact_point_id);
6602
6603 END IF;
6604
6605 END LOOP;
6606 l_logmessage:= 'out of contact loop' ;
6607 iem_logger(l_logmessage);
6608 --dbms_output.put_line (l_logmessage);
6609
6610
6611 --added for bug 11834089
6612 -- At this point all customer and contact processing has finshed and if there is
6613 -- no contact_id at this point then it is a safe bet to go with the default
6614 -- contact id. This is not the most efficient solution but trivial when comes to processing time.
6615
6616 --if we not able to find a customer based on the information in the email
6617 -- and there is nothing in the email body for contact processing then we should
6618 -- go with the default customer which has been taken care of by now
6619 -- and the default contact information that got passed
6620 if (g_customer_id = p_default_customer_id) AND (g_contact_party_id IS NULL) THEN
6621
6622 BEGIN
6623 l_logmessage:= 'assigning default contact info because no contact information found' ;
6624 iem_logger(l_logmessage);
6625 --dbms_output.put_line (l_logmessage);
6626
6627 g_contact_party_id := p_contact_id;
6628 g_contact_point_id := p_contact_point_id;
6629 g_contact_point_type := 'EMAIL';
6630
6631 select party_type into g_contact_party_type
6632 from hz_parties
6633 where party_id = p_contact_id
6634 and rownum = 1;
6635 EXCEPTION
6636 when TOO_MANY_ROWS then
6637 l_logmessage:='default contact info creation too many rows'|| SQL%ROWCOUNT;
6638 iem_logger(l_logmessage);
6639 --dbms_output.put_line(l_logmessage);
6640 l_cust_account_id := null;
6641 when NO_DATA_FOUND then
6642 l_logmessage:='default contact info returned 0 rows'|| SQL%ROWCOUNT;
6643 iem_logger(l_logmessage);
6644 --dbms_output.put_line(l_logmessage);
6645 when others then
6646 l_logmessage:='default contact info other exception'|| SQLCODE||'-ERROR- '||SQLERRM ;
6647 iem_logger(l_logmessage);
6648 --dbms_output.put_line(l_logmessage);
6649 END;
6650
6651 END IF;
6652
6653 --end of bug fix for 11834089
6654
6655
6656
6657
6658 l_logmessage:= 'processing other attributes' ;
6659 iem_logger(l_logmessage);
6660 --dbms_output.put_line (l_logmessage);
6661
6662 --process all the other attributes
6663 FOR r_sr_other_attr IN c_other_attributes(p_parser_id)
6664 LOOP
6665 IF (r_sr_other_attr.column_name = 'INVENTORY_ITEM_NAME') THEN
6666 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6667 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6668 iem_logger(l_logmessage);
6669 l_tag_data:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6670 if l_tag_data IS NOT NULL THEN
6671 getInventoryItemName (p_inventory_item_name => l_tag_data,
6672 x_inventory_item_id => l_inventory_item_id,
6673 x_inventory_org_id => l_inventory_org_id);
6674 --set the tag_data to null for next processing
6675 END IF;
6676 l_tag_data := null;
6677 END IF;
6678
6679 IF (r_sr_other_attr.column_name = 'SERVICE_REQUEST_TYPE') THEN
6680 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6681 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6682 iem_logger(l_logmessage);
6683 l_tag_data:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6684 if l_tag_data IS NOT NULL THEN
6685 getServiceRequestType (p_service_request_type => l_tag_data,
6686 p_default_type_id => p_default_type_id,
6687 x_type_id => l_type_id);
6688 --set the tag_data to null for next processing
6689 END IF;
6690 l_tag_data := null;
6691
6692 END IF;
6693
6694 IF (r_sr_other_attr.column_name = 'PROBLEM_CODE') THEN
6695 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6696 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6697 iem_logger(l_logmessage);
6698 l_tag_data:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6699 if l_tag_data IS NOT NULL THEN
6700 getProblemCode (p_problem_code => l_tag_data,
6701 x_problem_code => l_problem_code);
6702 --set the tag_data to null for next processing
6703 END IF;
6704 l_tag_data := null;
6705 END IF;
6706
6707 IF (r_sr_other_attr.column_name = 'URGENCY') THEN
6708 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6709 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6710 iem_logger(l_logmessage);
6711 l_tag_data:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6712 getUrgency (p_urgency => l_tag_data,
6713 x_urgency_id => l_urgency_id);
6714 --set the tag_data to null for next processing
6715 l_tag_data := null;
6716 END IF;
6717
6718 IF (r_sr_other_attr.column_name = 'SITE_NAME') THEN
6719 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6720 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6721 iem_logger(l_logmessage);
6722 l_tag_data := get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6723 getSiteName(p_site_name => l_tag_data,
6724 x_party_site_id => l_party_site_id);
6725 --set the tag_data to null for next processing
6726 l_tag_data := null;
6727 END IF;
6728
6729 IF (r_sr_other_attr.column_name = 'EXTERNAL_REFERENCE') THEN
6730 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6731 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6732 iem_logger(l_logmessage);
6733 l_tag_data := get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6734 --we should have found l_customer_id from the customer related processing already
6735 --if the l_customer_id does not exist then there is no point calling the sub procedure
6736 IF l_customer_product_id is not null THEN
6737 getExtReference(p_ext_ref => l_tag_data,
6738 p_customer_product_id => l_customer_product_id,
6739 x_ext_ref => l_ext_ref);
6740 END IF;
6741 --set the tag_data to null for next processing
6742 l_tag_data := null;
6743 END IF;
6744
6745 IF (r_sr_other_attr.column_name = 'ADDRESSEE') THEN
6746 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6747 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6748 iem_logger(l_logmessage);
6749 l_addressee:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6750 END IF;
6751 IF (r_sr_other_attr.column_name = 'INCIDENT_ADDRESS1') THEN
6752 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6753 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6754 iem_logger(l_logmessage);
6755 l_incident_address1:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6756 END IF;
6757 IF (r_sr_other_attr.column_name = 'INCIDENT_ADDRESS2') THEN
6758 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6759 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6760 iem_logger(l_logmessage);
6761 l_incident_address2:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6762 END IF;
6763 IF (r_sr_other_attr.column_name = 'INCIDENT_ADDRESS3') THEN
6764 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6765 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6766 iem_logger(l_logmessage);
6767 l_incident_address3:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6768 END IF;
6769 IF (r_sr_other_attr.column_name = 'INCIDENT_ADDRESS4') THEN
6770 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6771 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6772 iem_logger(l_logmessage);
6773 l_incident_address4:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6774 END IF;
6775 IF (r_sr_other_attr.column_name = 'INCIDENT_CITY') THEN
6776 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6777 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6778 iem_logger(l_logmessage);
6779 l_incident_city:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6780 END IF;
6781 IF (r_sr_other_attr.column_name = 'INCIDENT_COUNTRY') THEN
6782 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6783 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6784 iem_logger(l_logmessage);
6785 l_incident_country:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6786 END IF;
6787 IF (r_sr_other_attr.column_name = 'INCIDENT_COUNTY') THEN
6788 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6789 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6790 iem_logger(l_logmessage);
6791 l_incident_county:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6792 END IF;
6793 IF (r_sr_other_attr.column_name = 'INCIDENT_POSTAL_CODE') THEN
6794 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6795 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6796 iem_logger(l_logmessage);
6797 l_incident_postal_code:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6798 END IF;
6799 IF (r_sr_other_attr.column_name = 'INCIDENT_PROVINCE') THEN
6800 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6801 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6802 iem_logger(l_logmessage);
6803 l_incident_province:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6804 END IF;
6805 IF (r_sr_other_attr.column_name = 'INCIDENT_STATE') THEN
6806 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6807 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6808 iem_logger(l_logmessage);
6809 l_incident_state:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6810 END IF;
6811 IF (r_sr_other_attr.column_name = 'SERIAL_NUMBER') THEN
6812 --dbms_output.put_line(r_sr_other_attr.column_name || ' processing - other Attributes' );
6813 l_logmessage:= r_sr_other_attr.column_name || ' processing - other Attributes' ;
6814 iem_logger(l_logmessage);
6815 l_serial_number:= get_tag_data (r_sr_other_attr.start_tag, r_sr_other_attr.end_tag, p_message_id);
6816 END IF;
6817
6818 END LOOP;
6819
6820 l_logmessage:= 'out of processing other attributes loop' ;
6821 iem_logger(l_logmessage);
6822 --dbms_output.put_line (l_logmessage);
6823 -- create the srevice record with the returned values
6824 --create_sr start
6825 -- Initialize message list if p_init_msg_list is set to TRUE.
6826 -- Standard Start of API savepoint
6827 BEGIN
6828 SAVEPOINT ADVANCED_CREATE_SR;
6829
6830 -- Standard call to check for call compatibility.
6831 /*
6832 IF NOT FND_API.Compatible_API_Call (l_api_version_number,
6833 1.0,
6834 l_api_name,
6835 G_PKG_NAME)
6836 THEN
6837 RAISE FND_API.G_EXC_UNEXPECTED_ERROR;
6838 END IF;
6839 */
6840
6841 l_logmessage:='Came to create SR ' ;
6842 iem_logger(l_logmessage);
6843 --dbms_output.put_line(l_logmessage);
6844
6845 -- Initialize message list if p_init_msg_list is set to TRUE.
6846 IF FND_API.to_Boolean( p_init_msg_list )
6847 THEN
6848 FND_MSG_PUB.initialize;
6849 END IF;
6850
6851 FND_PROFILE.Get('IEM_SR_SUM_PREFIX', l_summary_prefix);
6852 l_summary := l_summary_prefix||' : '|| p_subject ;
6853
6854 l_logmessage:='customer _id is '|| g_customer_id ;
6855 iem_logger(l_logmessage);
6856 --dbms_output.put_line(l_logmessage);
6857 CS_ServiceRequest_PUB.initialize_rec(l_service_request_rec);
6858
6859
6860 OPEN caller_type;
6861 FETCH caller_type INTO l_party_type;
6862
6863 IF (caller_type%NOTFOUND) THEN
6864 l_logmessage:='caller type fail for customer_id '|| g_customer_id ;
6865 iem_logger(l_logmessage);
6866 --dbms_output.put_line(l_logmessage);
6867 x_return_status := FND_API.G_RET_STS_ERROR;
6868 CLOSE caller_type;
6869 END IF;
6870
6871 CLOSE caller_type;
6872
6873 -- sr can not be created without the sr_type_id if it did not go throught
6874 --any processing then just use what was passed in from via the calling program
6875 if l_type_id IS NULL THEN
6876 l_type_id := p_default_type_id;
6877 END IF;
6878
6879 --siahmed changes made on jul30, 2009
6880 --change in the scenario to find account_id. If the customer g_customer_id has been found then we
6881 --try to find the account_id using the customer_id
6882 l_logmessage:='starting p_account_id fetch before sr creation';
6883 iem_logger(l_logmessage);
6884 --dbms_output.put_line(l_logmessage);
6885
6886 IF (l_cust_account_id is NULL AND g_customer_id is NOT NULL) THEN
6887 l_logmessage:='inside p_account_id fetch before sr creation';
6888 iem_logger(l_logmessage);
6889 --dbms_output.put_line(l_logmessage);
6890 BEGIN
6891 select cust_account_id into l_cust_account_id
6892 from hz_cust_accounts
6893 where party_id =g_customer_id;
6894 EXCEPTION
6895 when TOO_MANY_ROWS then
6896 l_logmessage:='p_account_id fetch before sr creation too many rows'|| SQL%ROWCOUNT;
6897 iem_logger(l_logmessage);
6898 --dbms_output.put_line(l_logmessage);
6899 l_cust_account_id := null;
6900 when NO_DATA_FOUND then
6901 l_logmessage:='p_account_id fetch before sr creation returned 0 rows'|| SQL%ROWCOUNT;
6902 iem_logger(l_logmessage);
6903 --dbms_output.put_line(l_logmessage);
6904 when others then
6905 l_logmessage:='p_account_id fetch other exception'|| SQLCODE||'-ERROR- '||SQLERRM ;
6906 iem_logger(l_logmessage);
6907 --dbms_output.put_line(l_logmessage);
6908 END;
6909 END IF;
6910
6911
6912 l_logmessage:='p_account_id or l_cust_account_id or account_id :'|| l_cust_account_id ;
6913 iem_logger(l_logmessage);
6914 --dbms_output.put_line(l_logmessage);
6915
6916
6917 l_logmessage:='party type '|| l_party_type ;
6918 iem_logger(l_logmessage);
6919 --dbms_output.put_line(l_logmessage);
6920
6921 l_logmessage:='sr type_id '|| l_type_id ;
6922 iem_logger(l_logmessage);
6923 --dbms_output.put_line(l_logmessage);
6924
6925 l_logmessage:='add1:'|| l_incident_address1 ||'address2:'||l_incident_address2||'add3:'||l_incident_address3||'add4:'||l_incident_address4 ;
6926 iem_logger(l_logmessage);
6927 --dbms_output.put_line(l_logmessage);
6928
6929 l_logmessage:='city:'|| l_incident_city ||'country:'||l_incident_country||'county:'||l_incident_county||'post:'||l_incident_postal_code ;
6930 iem_logger(l_logmessage);
6931 --dbms_output.put_line(l_logmessage);
6932
6933 l_service_request_rec.caller_type := l_party_type; -- 'ORGANIZATION'/'PERSON';
6934 --needed attributes
6935 --get the severity id from profile; if its null then default to 4
6936 l_service_request_rec.severity_id := nvl(TO_NUMBER(FND_PROFILE.VALUE('CS_DEFAULT_WEB_INC_SEVERITY')),4);
6937 --l_service_request_rec.severity_id := 4;
6938 --l_service_request_rec.status_id := 1;
6939
6940 l_service_request_rec.type_id := l_type_id;
6941 l_service_request_rec.summary := l_summary;
6942 l_service_request_rec.customer_id := g_customer_id;
6943 l_service_request_rec.sr_creation_channel := 'EMAIL';
6944 l_service_request_rec.creation_program_code := 'EMAILCENTER';
6945
6946 l_service_request_rec.urgency_id := l_urgency_id;
6947 --l_service_request_rec.caller_type := p_service_request_rec.caller_type;
6948 l_service_request_rec.customer_product_id := l_customer_product_id;
6949 l_service_request_rec.inventory_item_id := l_inventory_item_id ;
6950 l_service_request_rec.inventory_org_id := l_inventory_org_id ;
6951
6952 -- added for bug 12619947 by siahmed
6953 -- to add inv_category_id if there is a single hit
6954
6955 IF l_inventory_item_id IS NOT NULL THEN
6956 BEGIN
6957
6958 SELECT distinct --c.concatenated_segments,
6959 --cs.category_set_name,
6960 --cs.description cat_set_description,
6961 --t.description cat_description,
6962 c.category_id into l_category_Id
6963 -- ic.category_set_id --Category_Set_Id
6964 FROM mtl_category_set_valid_cats ic,
6965 mtl_categories_kfv c,
6966 mtl_category_sets_vl cs,
6967 mtl_item_categories itc,
6968 mtl_categories_tl t
6969 WHERE ic.category_id = c.category_id
6970 AND t.category_id (+) = c.category_id
6971 AND t.language (+) = userenv('LANG')
6972 AND ic.category_set_id = cs.category_set_id
6973 AND ic.category_set_id = fnd_profile.value('CS_SR_DEFAULT_CATEGORY_SET')
6974 AND itc.inventory_item_id = l_inventory_item_id
6975 AND itc.category_id = c.category_id
6976 AND itc.category_set_id = ic.category_set_id
6977 AND itc.organization_id = cs_std.Get_Item_Valdn_Orgzn_Id
6978 AND sysdate <= NVL(c.disable_date,sysdate);
6979
6980
6981 l_logmessage:=' inventory_item_id is '|| l_inventory_item_id;
6982 iem_logger(l_logmessage);
6983 --dbms_output.put_line(l_logmessage);
6984 EXCEPTION
6985 when TOO_MANY_ROWS then
6986 l_category_id := null;
6987 l_logmessage:='CategoryID fetch returned too many rows'|| SQL%ROWCOUNT;
6988 iem_logger(l_logmessage);
6989 --dbms_output.put_line(l_logmessage);
6990 when NO_DATA_FOUND then
6991 l_category_id := null;
6992 l_logmessage:='CategoryID fetch returned 0 rows'|| SQL%ROWCOUNT;
6993 iem_logger(l_logmessage);
6994 --dbms_output.put_line(l_logmessage);
6995 when others then
6996 l_category_id := null;
6997 l_logmessage:='CategoryID other exception';
6998 iem_logger(l_logmessage);
6999 --dbms_output.put_line(l_logmessage);
7000 END;
7001
7002 END IF;
7003
7004 If l_category_id IS NOT NULL THEN
7005 l_service_request_rec.category_set_id := fnd_profile.value('CS_SR_DEFAULT_CATEGORY_SET');
7006 l_service_request_rec.category_id := l_category_id;
7007
7008 END IF;
7009
7010 --end of addition
7011
7012 l_service_request_rec.problem_code := l_problem_code;
7013 l_service_request_rec.account_id := l_cust_account_id;
7014 l_service_request_rec.incident_location_id := l_incident_location_id;
7015 l_service_request_rec.site_id := l_party_site_id;
7016 l_service_request_rec.customer_phone_id := l_customer_phone_id;
7017 l_service_request_rec.customer_email_id := l_customer_email_id;
7018 l_service_request_rec.external_reference := l_ext_ref;
7019 --l_service_request_rec.addressee := l_addressee;
7020 l_service_request_rec.incident_Address := l_incident_address1;
7021 l_service_request_rec.incident_Address2 := l_incident_address2;
7022 l_service_request_rec.incident_Address3 := l_incident_address3;
7023 l_service_request_rec.incident_Address4 := l_incident_address4;
7024 l_service_request_rec.incident_city := l_incident_city;
7025 l_service_request_rec.incident_country := l_incident_country ;
7026 l_service_request_rec.incident_county := l_incident_county ;
7027 l_service_request_rec.incident_postal_code := l_incident_postal_code;
7028 l_service_request_rec.incident_province := l_incident_province ;
7029 l_service_request_rec.incident_state :=l_incident_state ;
7030 l_service_request_rec.current_serial_number := l_serial_number;
7031
7032
7033 l_index := 1;
7034 l_notes(l_index).NOTE := p_note ;
7035 l_notes(l_index).NOTE_TYPE := p_NOTE_TYPE;
7036 --Fix for bug 12680622
7037 --lakshmi fix comment by siahmed
7038 l_notes(l_index).NOTE_DETAIL := NULL;
7039
7040 If g_contact_party_id IS NOT NULL THEN
7041 --contact stuff
7042
7043 l_logmessage:='contact party id :' ||g_contact_party_id ;
7044 iem_logger(l_logmessage);
7045 --dbms_output.put_line(l_logmessage);
7046 l_logmessage:='contact point id :'|| g_contact_point_id ;
7047 iem_logger(l_logmessage);
7048 --dbms_output.put_line(l_logmessage);
7049 l_logmessage:='contact party_type :'|| g_contact_party_type ;
7050 iem_logger(l_logmessage);
7051 --dbms_output.put_line(l_logmessage);
7052 l_logmessage:='contact point_type :'|| g_contact_point_type ;
7053 iem_logger(l_logmessage);
7054 --dbms_output.put_line(l_logmessage);
7055 l_logmessage:='contact party role code :'|| g_party_role_code ;
7056 iem_logger(l_logmessage);
7057 --dbms_output.put_line(l_logmessage);
7058 l_index := 1;
7059 l_contacts(l_index).PARTY_ID := g_contact_party_id;
7060 l_contacts(l_index).contact_point_id := g_contact_point_id;
7061 l_contacts(l_index).contact_point_type := g_contact_point_type;
7062 l_contacts(l_index).CONTACT_TYPE := g_contact_party_type;
7063 l_contacts(l_index).party_role_code := g_party_role_code;
7064 l_contacts(l_index).primary_flag := 'Y';
7065
7066 END IF;
7067
7068 --added for bug 12663292
7069 getBillToShipTo( p_customer_id => g_customer_id,
7070 p_contact_party_id => g_contact_party_id,
7071 x_bill_to_site_id => l_bill_to_site_id,
7072 x_ship_to_site_id => l_ship_to_site_id,
7073 x_account_id => l_billship_account);
7074
7075 l_logmessage:='bill_to_site_id call finish' ;
7076 iem_logger(l_logmessage);
7077 --dbms_output.put_line(l_logmessage);
7078 l_logmessage:='bill_to_site_id is '|| l_bill_to_site_id ;
7079 iem_logger(l_logmessage);
7080 --dbms_output.put_line(l_logmessage);
7081 l_logmessage:='ship_to_site_id is '|| l_ship_to_site_id ;
7082 iem_logger(l_logmessage);
7083 --dbms_output.put_line(l_logmessage);
7084 l_logmessage:='ship_ship_account_id is '|| l_billship_account ;
7085 iem_logger(l_logmessage);
7086 --dbms_output.put_line(l_logmessage);
7087 --bill to stuff
7088
7089 IF l_bill_to_site_id IS NOT NULL THEN
7090 l_service_request_rec.bill_to_party_id :=g_customer_id;
7091 --l_service_request_rec.bill_to_contact_id :=g_contact_party_id;
7092 l_service_request_rec.bill_to_site_id :=l_bill_to_site_id;
7093 END IF;
7094 --ship to stuff
7095 IF l_ship_to_site_id IS NOT NULL THEN
7096 l_service_request_rec.ship_to_party_id :=g_customer_id;
7097 --l_service_request_rec.ship_to_contact_id :=g_contact_party_id;
7098 l_service_request_rec.ship_to_site_id :=l_bill_to_site_id;
7099
7100 END IF;
7101
7102 --they are the same
7103 IF l_billship_account IS NOT NULL THEN
7104 l_service_request_rec.bill_to_account_id :=l_billship_account;
7105 l_service_request_rec.ship_to_account_id :=l_billship_account;
7106 END IF;
7107 --end of bug 12663292
7108
7109 l_auto_assign := fnd_profile.value('CS_AUTO_ASSIGN_OWNER_HTML');
7110 l_coverage_template_id:=fnd_profile.value_specific('CS_SR_DEFAULT_COVERAGE');
7111
7112 l_logmessage:='start calling service request' ;
7113 iem_logger(l_logmessage);
7114 --dbms_output.put_line(l_logmessage);
7115 CS_ServiceRequest_PUB.Create_ServiceRequest (
7116 p_api_version => l_cs_version_number,
7117 p_init_msg_list => FND_API.G_FALSE,
7118 p_commit => FND_API.G_FALSE,
7119 x_return_status => l_return_status,
7120 x_msg_count => l_msg_count,
7121 x_msg_data => l_msg_data,
7122 p_resp_appl_id => NULL,
7123 p_resp_id => NULL,
7124 p_user_id => nvl(TO_NUMBER (FND_PROFILE.VALUE('USER_ID')),-1),
7125 --p_user_id => 1318,
7126 p_login_id => NULL,
7127 p_org_id => NULL,
7128 p_request_id => NULL,
7129 p_request_number => NULL,
7130 p_service_request_rec => l_service_request_rec,
7131 p_notes => l_notes,
7132 p_contacts => l_contacts,
7133 p_auto_assign => l_auto_assign,
7134 p_auto_generate_tasks => 'N',
7135 x_sr_create_out_rec => l_sr_create_out_rec,
7136 -- added by siahmed for fixing the bug 8251673
7137 p_default_contract_sla_ind => 'Y',
7138 p_default_coverage_template_id => l_coverage_template_id
7139 --end of addition by siahmed for fixing the bug 8251673
7140 );
7141
7142 if (l_return_status <> FND_API.G_RET_STS_SUCCESS) then
7143 l_logmessage:='raise IEM_SR_NOT_CREATE ' ;
7144 iem_logger(l_logmessage);
7145 --dbms_output.put_line(l_logmessage);
7146 raise IEM_SR_NOT_CREATE;
7147 --end if;
7148 ELSIF (l_return_status = FND_API.G_RET_STS_SUCCESS) THEN
7149 IF (FND_MSG_PUB.Count_Msg > 1) THEN
7150 --Display all the warning messages
7151 FOR j in 1..FND_MSG_PUB.Count_Msg LOOP
7152 FND_MSG_PUB.Get(
7153 p_msg_index => j,
7154 p_encoded => 'F',
7155 p_data => lx_msg_data,
7156 p_msg_index_out => lx_msg_index_out);
7157
7158 l_logmessage:= 'MESSAGE INDEX3 = ' || lx_msg_index_out;
7159 iem_logger(l_logmessage);
7160 --dbms_output.put_line(l_logmessage);
7161
7162 l_logmessage:='MESSAGE3 = ' || substr(lx_msg_data ,1,150) ;
7163 iem_logger(l_logmessage);
7164 --dbms_output.put_line(l_logmessage);
7165 END LOOP;
7166 ELSE
7167 --Only one warning
7168 FND_MSG_PUB.Get(
7169 p_msg_index => 1,
7170 p_encoded => 'F',
7171 p_data => lx_msg_data,
7172 p_msg_index_out => lx_msg_index_out);
7173
7174 l_logmessage:= 'MESSAGE INDEX4 = ' || lx_msg_index_out;
7175 iem_logger(l_logmessage);
7176 --dbms_output.put_line(l_logmessage);
7177
7178 l_logmessage:='MESSAGE4 = ' || substr(lx_msg_data,1,200);
7179 iem_logger(l_logmessage);
7180 --dbms_output.put_line(l_logmessage);
7181
7182 l_logmessage:='MESSAGE4 = ' || substr(lx_msg_data,201);
7183 iem_logger(l_logmessage);
7184 --dbms_output.put_line(l_logmessage);
7185
7186 END IF;
7187 END IF;
7188
7189 l_logmessage:='INSERTED REQUEST ID : ' || l_sr_create_out_rec.request_id ;
7190 iem_logger(l_logmessage);
7191 --dbms_output.put_line(l_logmessage);
7192
7193 l_logmessage:='INSERTED REQUEST NUM : ' || l_sr_create_out_rec.request_number;
7194 iem_logger(l_logmessage);
7195 --dbms_output.put_line(l_logmessage);
7196
7197
7198 l_logmessage:='MESSAGE COUNT = ' || l_msg_count;
7199 iem_logger(l_logmessage);
7200 --dbms_output.put_line(l_logmessage);
7201
7202
7203 x_return_status := l_return_status ;
7204 x_request_id := l_sr_create_out_rec.request_id;
7205
7206 --Standard check of p_commit
7207 IF FND_API.to_Boolean(p_commit) THEN
7208 COMMIT WORK;
7209 END IF;
7210
7211 EXCEPTION
7212 WHEN IEM_SR_NOT_CREATE THEN
7213 ROLLBACK TO ADVANCED_CREATE_SR;
7214 x_return_status := l_return_status ;
7215 FND_MSG_PUB.Count_And_Get(p_count => x_msg_count, p_data => x_msg_data);
7216
7217 FOR j in 1..FND_MSG_PUB.Count_Msg LOOP
7218
7219 FND_MSG_PUB.Get(
7220 p_msg_index => j,
7221 p_encoded => 'F',
7222 p_data => lx_msg_data,
7223 p_msg_index_out => lx_msg_index_out);
7224
7225 l_logmessage:='-----------ERROR-----------';
7226 iem_logger(l_logmessage);
7227 --dbms_output.put_line(l_logmessage);
7228
7229 l_logmessage:='MESSAGE INDEX1 = ' || lx_msg_index_out;
7230 iem_logger(l_logmessage);
7231 --dbms_output.put_line(l_logmessage);
7232 l_logmessage:='MESSAGE1 = ' || substr(lx_msg_data ,1,150) ;
7233 iem_logger(l_logmessage);
7234 --dbms_output.put_line(l_logmessage);
7235
7236 l_logmessage:='----------END OF ERROR-----------';
7237 iem_logger(l_logmessage);
7238 --dbms_output.put_line(l_logmessage);
7239 END LOOP;
7240
7241 WHEN FND_API.G_EXC_ERROR THEN
7242 ROLLBACK TO ADVANCED_CREATE_SR;
7243 x_return_status := FND_API.G_RET_STS_ERROR ;
7244 FND_MSG_PUB.Count_And_Get
7245 ( p_count => x_msg_count,p_data => x_msg_data);
7246
7247 WHEN FND_API.G_EXC_UNEXPECTED_ERROR THEN
7248 ROLLBACK TO ADVANCED_CREATE_SR;
7249 x_return_status := FND_API.G_RET_STS_UNEXP_ERROR ;
7250 FND_MSG_PUB.Count_And_Get ( p_count => x_msg_count,p_data => x_msg_data);
7251
7252 WHEN OTHERS THEN
7253 ROLLBACK TO ADVANCED_CREATE_SR;
7254 x_return_status := FND_API.G_RET_STS_ERROR;
7255 IF FND_MSG_PUB.Check_Msg_Level (FND_MSG_PUB.G_MSG_LVL_UNEXP_ERROR) THEN
7256 FND_MSG_PUB.Add_Exc_Msg( G_PKG_NAME , l_api_name);
7257 END IF;
7258 FND_MSG_PUB.Count_And_Get ( p_count => x_msg_count, p_data => x_msg_data );
7259 END;
7260
7261 END ADVANCED_SR_PROCESSING;
7262
7263
7264 Procedure getCustomerNumber (
7265 p_customer_number IN VARCHAR2 DEFAULT NULL,
7266 p_customer_name IN VARCHAR2 DEFAULT NULL,
7267 p_account_number IN VARCHAR2 DEFAULT NULL,
7268 p_customer_phone IN VARCHAR2 DEFAULT NULL,
7269 p_customer_email IN VARCHAR2 DEFAULT NULL,
7270 p_instance_number IN VARCHAR2 DEFAULT NULL,
7271 p_instance_serial_number IN VARCHAR2 DEFAULT NULL,
7272 p_incident_site_number IN VARCHAR2 DEFAULT NULL,
7273 --contact related stuff to find customerNumber
7274 p_contact_number IN VARCHAR2 DEFAULT NULL,
7275 p_contact_name IN VARCHAR2 DEFAULT NULL,
7276 p_contact_phone IN VARCHAR2 DEFAULT NULL,
7277 p_contact_email IN VARCHAR2 DEFAULT NULL,
7278 x_customer_id OUT NOCOPY NUMBER)
7279 IS
7280 l_party_count NUMBER;
7281 l_party_type VARCHAR2(100);
7282 l_logmessage varchar2(2000):=' ';
7283 BEGIN
7284 --this procedure is called to find the customer_id in giving precdence to
7285 -- the attribute defined by the users via the rank system in the definition page
7286 -- if g_customer_id is null then only we will go through different checks
7287 -- and try to find a valid customer_id based on the calling program
7288 --once an g_customer_id has been found this procedure will just come out
7289 --without doing any checks and return the first found g_customer_id
7290 --which is also the customer_id that the customer intended to used based on the
7291 --ranking system put in place.
7292
7293 IF g_customer_id is NULL THEN
7294 IF p_customer_number is not null THEN
7295 BEGIN
7296 select party_id into x_customer_id
7297 from hz_parties where party_number = p_customer_number;
7298 EXCEPTION
7299 when TOO_MANY_ROWS then
7300 x_customer_id := null;
7301 l_logmessage:='p_customer_number fetch returned too many rows'|| SQL%ROWCOUNT;
7302 iem_logger(l_logmessage);
7303 --dbms_output.put_line(l_logmessage);
7304 when NO_DATA_FOUND then
7305 l_logmessage:='p_customer_number fetch returned 0 rows'|| SQL%ROWCOUNT;
7306 iem_logger(l_logmessage);
7307 --dbms_output.put_line(l_logmessage);
7308 when others then
7309 l_logmessage:='p_customer_number other exception' || SQLCODE||'-ERROR- '||SQLERRM;
7310 iem_logger(l_logmessage);
7311 --dbms_output.put_line(l_logmessage);
7312 END;
7313
7314 --since this is an exact text match, we will upper the party_name
7315 --to increase the chances of a party_name match.
7316 --it would be nice to have bitmap index on party_name for performance reasons
7317 ELSIF p_customer_name is not null then
7318 BEGIN
7319 select party_id into x_customer_id
7320 from hz_parties where UPPER(party_name) = UPPER(p_customer_name);
7321 EXCEPTION
7322 when TOO_MANY_ROWS then
7323 x_customer_id := null;
7324 l_logmessage:='p_customer_name fetch returned too many rows'|| SQL%ROWCOUNT;
7325 iem_logger(l_logmessage);
7326 --dbms_output.put_line(l_logmessage);
7327 when NO_DATA_FOUND then
7328 l_logmessage:='p_customer_name fetch returned 0 rows'|| SQL%ROWCOUNT;
7329 iem_logger(l_logmessage);
7330 --dbms_output.put_line(l_logmessage);
7331 when others then
7332 l_logmessage:='p_customer_name other exception '|| SQLCODE||'-ERROR- '||SQLERRM ;
7333 iem_logger(l_logmessage);
7334 --dbms_output.put_line(l_logmessage);
7335 END;
7336
7337 ELSIF p_account_number is not null then
7338 BEGIN
7339 select party_id into x_customer_id
7340 from hz_cust_accounts
7341 where account_number=p_account_number;
7342 EXCEPTION
7343 when TOO_MANY_ROWS then
7344 x_customer_id := null;
7345 l_logmessage:='p_account_number fetch returned too many rows'|| SQL%ROWCOUNT;
7346 iem_logger(l_logmessage);
7347 --dbms_output.put_line(l_logmessage);
7348 when NO_DATA_FOUND then
7349 l_logmessage:='p_account_number fetch returned 0 rows'|| SQL%ROWCOUNT;
7350 iem_logger(l_logmessage);
7351 --dbms_output.put_line(l_logmessage);
7352 when others then
7353 l_logmessage:='p_account_number other exception'|| SQLCODE||'-ERROR- '||SQLERRM ;
7354 iem_logger(l_logmessage);
7355 --dbms_output.put_line(l_logmessage);
7356 END;
7357
7358 ELSIF p_customer_phone is not null then
7359 BEGIN
7360 /*
7361 Select owner_table_id into x_customer_id
7362 From hz_contact_points
7363 where owner_table_name='HZ_PARTIES'
7364 and contact_point_type = 'PHONE'
7365 and phone_number =p_customer_phone;
7366 */
7367 Select owner_table_id into x_customer_id
7368 from hz_contact_points a, hz_parties b
7369 where a.owner_table_name='HZ_PARTIES'
7370 and a.contact_point_type='PHONE'
7371 and a.status='A'
7372 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
7373 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
7374 and a.owner_table_id = b.party_id
7375 and b.party_type in ('PERSON', 'ORGANIZATION')
7376 and reverse(a.transposed_phone_number)=REGEXP_REPLACE(p_customer_phone,'([[:punct:]|[:space:]]*)');
7377
7378 EXCEPTION
7379 when TOO_MANY_ROWS then
7380 x_customer_id := null;
7381 l_logmessage:='p_customer_phone fetch returned too many rows'|| SQL%ROWCOUNT;
7382 iem_logger(l_logmessage);
7383 --dbms_output.put_line(l_logmessage);
7384 when NO_DATA_FOUND then
7385 l_logmessage:='p_customer_phone fetch returned 0 rows'|| SQL%ROWCOUNT;
7386 iem_logger(l_logmessage);
7387 --dbms_output.put_line(l_logmessage);
7388 when others then
7389 l_logmessage:='p_customer_phone other exception';
7390 iem_logger(l_logmessage);
7391 --dbms_output.put_line(l_logmessage);
7392 END;
7393
7394 ELSIF p_customer_email is not null then
7395 BEGIN
7396 /*
7397 Select owner_table_id into x_customer_id
7398 From hz_contact_points
7399 where owner_table_name='HZ_PARTIES'
7400 and contact_point_type = 'EMAIL'
7401 and upper(email_address) =upper(p_customer_email);
7402 */
7403 l_logmessage:='p_customer_email address is '|| p_customer_email;
7404 iem_logger(l_logmessage);
7405 --dbms_output.put_line(l_logmessage);
7406 Select a.owner_table_id into x_customer_id
7407 from hz_contact_points a, hz_parties b
7408 where a.owner_table_name='HZ_PARTIES'
7409 and a.contact_point_type = 'EMAIL'
7410 and a.status='A'
7411 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
7412 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
7413 and a.owner_table_id = b.party_id
7414 and b.party_type in ('PERSON', 'ORGANIZATION')
7415 and upper(a.email_address) =upper(p_customer_email);
7416
7417 l_logmessage:='p_customer_email x_Customer_id is '|| p_customer_email;
7418 iem_logger(l_logmessage);
7419 --dbms_output.put_line(l_logmessage);
7420 EXCEPTION
7421 when TOO_MANY_ROWS then
7422 x_customer_id := null;
7423 l_logmessage:='p_customer_email fetch returned too many rows'|| SQL%ROWCOUNT;
7424 iem_logger(l_logmessage);
7425 --dbms_output.put_line(l_logmessage);
7426 when NO_DATA_FOUND then
7427 l_logmessage:='p_customer_email fetch returned 0 rows'|| SQL%ROWCOUNT;
7428 iem_logger(l_logmessage);
7429 --dbms_output.put_line(l_logmessage);
7430 when others then
7431 l_logmessage:='p_customer_email other exception';
7432 iem_logger(l_logmessage);
7433 --dbms_output.put_line(l_logmessage);
7434 END;
7435
7436 --and inventory_item_id is of mtl_system_items_b.serv_req_enabled_code = 'E'
7437 ELSIF p_instance_number is not null then
7438 BEGIN
7439 select distinct owner_party_id
7440 into x_customer_id
7441 from csi_item_instances
7442 where instance_number = p_instance_number;
7443 EXCEPTION
7444 when TOO_MANY_ROWS then
7445 x_customer_id := null;
7446 l_logmessage:='p_instance_number fetch returned too many rows'|| SQL%ROWCOUNT;
7447 iem_logger(l_logmessage);
7448 --dbms_output.put_line(l_logmessage);
7449 when NO_DATA_FOUND then
7450 l_logmessage:='p_instance_number fetch returned 0 rows'|| SQL%ROWCOUNT;
7451 iem_logger(l_logmessage);
7452 --dbms_output.put_line(l_logmessage);
7453 when others then
7454 l_logmessage:='p_instance_number other exception';
7455 iem_logger(l_logmessage);
7456 --dbms_output.put_line(l_logmessage);
7457 END;
7458
7459 --Item must be service- request enabled (serv_req_enabled_code = 'E').
7460 -- The itemmust not be a service item (contract_item_type_code is Null).
7461 ELSIF p_instance_serial_number is not null then
7462 BEGIN
7463 select distinct owner_party_id
7464 into x_customer_id
7465 from csi_item_instances
7466 where serial_number = p_instance_serial_number;
7467 EXCEPTION
7468 when TOO_MANY_ROWS then
7469 x_customer_id := null;
7470 l_logmessage:='p_instance_serial fetch returned too many rows'|| SQL%ROWCOUNT;
7471 iem_logger(l_logmessage);
7472 --dbms_output.put_line(l_logmessage);
7473 when NO_DATA_FOUND then
7474 l_logmessage:='p_instance_serial fetch returned 0 rows'|| SQL%ROWCOUNT;
7475 iem_logger(l_logmessage);
7476 --dbms_output.put_line(l_logmessage);
7477 when others then
7478 l_logmessage:='p_instance_serial other exception';
7479 iem_logger(l_logmessage);
7480 --dbms_output.put_line(l_logmessage);
7481 END;
7482
7483 ELSIF p_incident_site_number is not null then
7484 BEGIN
7485 select party_id into x_customer_id
7486 from hz_party_sites
7487 where party_site_number = p_incident_site_number;
7488 EXCEPTION
7489 when TOO_MANY_ROWS then
7490 x_customer_id := null;
7491 l_logmessage:='p_incident_site_number fetch returned too many rows'|| SQL%ROWCOUNT;
7492 iem_logger(l_logmessage);
7493 --dbms_output.put_line(l_logmessage);
7494 when NO_DATA_FOUND then
7495 l_logmessage:='p_incident_site_number fetch returned 0 rows'|| SQL%ROWCOUNT;
7496 iem_logger(l_logmessage);
7497 --dbms_output.put_line(l_logmessage);
7498 when others then
7499 l_logmessage:='p_incident_site_number other exception';
7500 iem_logger(l_logmessage);
7501 --dbms_output.put_line(l_logmessage);
7502 END;
7503
7504 --we are entering contact related customer_processing section
7505 ELSIF p_contact_number is not null then
7506 BEGIN
7507 --this is being fixed by the QA bug 8860086
7508 --the ditinct is doen to get a unique customer_id as this query will pass the multiple
7509 --rows with the same customer_id. Multiple rows comes because based on a party_number a
7510 --particular organization might have multiple contacts
7511 --NEW REQUIREMENT
7512 --the user can either pass the contact_number (party_number) of the RELATIONHIP record
7513 --or the contact or organization record. In either case I have to create the org.
7514 --therefore i have to fist find out what type of contact_number it is and accordingly
7515 --find the customer information.
7516 /* --old query
7517 Select distinct b.subject_id
7518 into g_customer_id
7519 from hz_contact_points a,hz_relationships b, hz_parties c
7520 where a.owner_table_name='HZ_PARTIES'
7521 and a.status='A'
7522 and a.primary_flag = 'Y'
7523 and a.owner_table_id = b.party_id
7524 and directional_flag = 'B'
7525 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
7526 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
7527 and b.object_id = c.party_id
7528 and c.party_number = p_contact_number;
7529 */
7530 select upper(party_type) into l_party_type
7531 from hz_parties
7532 where party_number = p_contact_number;
7533
7534 l_logmessage:='p_contact_number processing for party and party_type is '|| l_party_type;
7535 iem_logger(l_logmessage);
7536 --dbms_output.put_line(l_logmessage);
7537
7538 IF (l_party_type = 'PARTY_RELATIONSHIP') THEN
7539 select distinct a.subject_id
7540 into g_customer_id
7541 from hz_relationships a, hz_parties b
7542 where a.party_id = b.party_id
7543 and directional_flag = 'B'
7544 and b.party_number = p_contact_number;
7545
7546 l_logmessage:='p_contact_number inside PARTY_RELATIONSHIP ';
7547 iem_logger(l_logmessage);
7548 --dbms_output.put_line(l_logmessage);
7549 ELSIF (l_party_type = 'PERSON') THEN
7550 select distinct a.subject_id
7551 into g_customer_id
7552 from hz_relationships a, hz_parties b
7553 where a.object_id = b.party_id
7554 and directional_flag = 'B'
7555 and b.party_number = p_contact_number;
7556
7557 l_logmessage:='p_contact_number inside PERSON ';
7558 iem_logger(l_logmessage);
7559 --dbms_output.put_line(l_logmessage);
7560 ELSIF (l_party_type = 'ORGANIZATION') THEN
7561 select party_id into g_customer_id
7562 from hz_parties
7563 where party_number = p_contact_number;
7564
7565 l_logmessage:='p_contact_number inside ORGANIZATION ';
7566 iem_logger(l_logmessage);
7567 --dbms_output.put_line(l_logmessage);
7568 END IF;
7569 EXCEPTION
7570 when TOO_MANY_ROWS then
7571 g_customer_id := null;
7572 l_logmessage:='p_contact_number fetch returned too many rows'|| SQL%ROWCOUNT;
7573 iem_logger(l_logmessage);
7574 --dbms_output.put_line(l_logmessage);
7575 when NO_DATA_FOUND then
7576 l_logmessage:='p_contact_number fetch returned 0 rows'|| SQL%ROWCOUNT;
7577 iem_logger(l_logmessage);
7578 --dbms_output.put_line(l_logmessage);
7579 when others then
7580 l_logmessage:='p_contact_number other exception';
7581 iem_logger(l_logmessage);
7582 --dbms_output.put_line(l_logmessage);
7583 END;
7584
7585 ELSIF p_contact_name is not null then
7586 BEGIN
7587 --i did distinct because there may be many contacts for a single party_id
7588 --since we are trying to find the party_id of type organization or person here a distinct is a better match
7589 select distinct a.subject_id
7590 into g_customer_id
7591 from hz_relationships a, hz_parties b
7592 where a.object_id = b.party_id
7593 and directional_flag = 'B'
7594 and upper(b.party_name) = upper(p_contact_name);
7595
7596 EXCEPTION
7597 when TOO_MANY_ROWS then
7598 g_customer_id := null;
7599 l_logmessage:='p_contact_name fetch returned too many rows'|| SQL%ROWCOUNT;
7600 iem_logger(l_logmessage);
7601 --dbms_output.put_line(l_logmessage);
7602 when NO_DATA_FOUND then
7603 l_logmessage:='p_contact_name fetch returned 0 rows'|| SQL%ROWCOUNT;
7604 iem_logger(l_logmessage);
7605 --dbms_output.put_line(l_logmessage);
7606 when others then
7607 l_logmessage:='p_contact_name other exception';
7608 iem_logger(l_logmessage);
7609 --dbms_output.put_line(l_logmessage);
7610 END;
7611
7612 ELSIF p_contact_phone is not null then
7613 BEGIN
7614 --i did distinct because there may be many contacts for a single party_id
7615 --since we are trying to find the party_id distinct is a valid assumption
7616 /*
7617 select distinct b.object_id into g_customer_id
7618 from hz_parties a, hz_party_relationships b, hz_contact_points c
7619 where c.phone_number = p_contact_phone
7620 where and reverse(c.transposed_phone_number)=REGEXP_REPLACE(p_contact_phone,'([[:punct:]|[:space:]]*)')
7621 and a.party_id = b.subject_id
7622 and c.owner_table_id = b.party_id
7623 and c.contact_point_type = 'PHONE'
7624 and c.owner_table_name = 'HZ_PARTIES';
7625 */
7626 Select distinct b.subject_id into g_customer_id
7627 from hz_contact_points a,hz_relationships b, hz_parties c
7628 where a.owner_table_name='HZ_PARTIES'
7629 and a.contact_point_type='PHONE'
7630 and a.status='A'
7631 and a.primary_flag = 'Y'
7632 and a.owner_table_id = b.party_id
7633 and directional_flag = 'B'
7634 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
7635 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
7636 and b.object_id = c.party_id
7637 and reverse(a.transposed_phone_number)=REGEXP_REPLACE(p_contact_phone,'([[:punct:]|[:space:]]*)');
7638 EXCEPTION
7639 when TOO_MANY_ROWS then
7640 g_customer_id := null;
7641 l_logmessage:='p_contact_phone fetch returned too many rows'|| SQL%ROWCOUNT;
7642 iem_logger(l_logmessage);
7643 --dbms_output.put_line(l_logmessage);
7644 when NO_DATA_FOUND then
7645 l_logmessage:='p_contact_phone fetch returned 0 rows'|| SQL%ROWCOUNT;
7646 iem_logger(l_logmessage);
7647 --dbms_output.put_line(l_logmessage);
7648 when others then
7649 l_logmessage:='p_contact_phone other exception';
7650 iem_logger(l_logmessage);
7651 --dbms_output.put_line(l_logmessage);
7652 END;
7653
7654 ELSIF p_contact_email is not null then
7655 BEGIN
7656 --i did distinct because there may be many contacts for a single party_id
7657 --since we are trying to find the party_id distinct is a valid assumption
7658 /*
7659 select distinct b.object_id into g_customer_id
7660 from hz_parties a, hz_party_relationships b, hz_contact_points c
7661 where upper(c.email_address) =upper(p_contact_email)
7662 and a.party_id = b.subject_id
7663 and c.owner_table_id = b.party_id
7664 and c.contact_point_type = 'EMAIL'
7665 and c.owner_table_name = 'HZ_PARTIES';
7666 */
7667 Select distinct b.subject_id into g_customer_id
7668 from hz_contact_points a,hz_relationships b, hz_parties c
7669 where a.owner_table_name='HZ_PARTIES'
7670 and a.contact_point_type='EMAIL'
7671 and a.status='A'
7672 and a.primary_flag = 'Y'
7673 and a.owner_table_id = b.party_id
7674 and directional_flag = 'B'
7675 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
7676 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
7677 and b.object_id = c.party_id
7678 and upper(a.email_address) =upper(p_contact_email);
7679
7680 EXCEPTION
7681 when TOO_MANY_ROWS then
7682 g_customer_id := null;
7683 l_logmessage:='p_contact_email fetch returned too many rows'|| SQL%ROWCOUNT;
7684 iem_logger(l_logmessage);
7685 --dbms_output.put_line(l_logmessage);
7686 when NO_DATA_FOUND then
7687 l_logmessage:='p_contact_email fetch returned 0 rows'|| SQL%ROWCOUNT;
7688 iem_logger(l_logmessage);
7689 --dbms_output.put_line(l_logmessage);
7690 when others then
7691 l_logmessage:='p_contact_email other exception';
7692 iem_logger(l_logmessage);
7693 --dbms_output.put_line(l_logmessage);
7694 END;
7695
7696 END IF; --END IF of all the validation
7697 ELSE
7698 --if customer id exist in that case pass the existing customer_id so that the x_value does not
7699 --go back as null causing issues in the program
7700 x_customer_id := g_customer_id;
7701 END IF; --END IF of customer_id chevk
7702 END getCustomerNumber;
7703
7704 --Account number can be used to get customer_id as well as the cust_account_id
7705 --therefore we will automatically try to get the customer_id if it has not
7706 --been found already and try to populate the global variable
7707 --g_customer_id if a match is found; we will also return
7708 --the cust_account_id when ever there is a single match
7709 --NOTE: Reason for splitting account_id and customer_id processing is that
7710 --you can create a SR without account_id but you can not create a sr without customer_id
7711 Procedure getAccountNumber(p_account_number IN VARCHAR2,
7712 x_cust_account_id OUT NOCOPY NUMBER)
7713 IS
7714 l_account_count number;
7715 l_logmessage varchar2(2000):=' ';
7716 BEGIN
7717
7718 --try to find customer_id if its not been found yet
7719 --it should not come here but left the package here for future
7720 --change in processing use. Ignore for now
7721
7722 IF g_customer_id IS NULL THEN
7723 getCustomerNumber (p_account_number => p_account_number,
7724 x_customer_id => g_customer_id);
7725 END IF;
7726
7727 IF (g_customer_id IS NOT NULL) AND (p_account_number IS NOT NULL) THEN
7728 BEGIN
7729 --the status must be active for cust_account_id
7730 Select cust_account_id into x_cust_account_id
7731 from hz_cust_accounts
7732 where party_id=g_customer_id
7733 and account_number=p_account_number
7734 and status = 'A';
7735 EXCEPTION
7736 when TOO_MANY_ROWS then
7737 x_cust_account_id :=null;
7738 l_logmessage:=p_account_number|| ' p_account_number fetch returned too many rows'|| SQL%ROWCOUNT;
7739 iem_logger(l_logmessage);
7740 --dbms_output.put_line(l_logmessage);
7741 when NO_DATA_FOUND then
7742 l_logmessage:=p_account_number || 'p_account_number fetch returned 0 rows'|| SQL%ROWCOUNT;
7743 iem_logger(l_logmessage);
7744 --dbms_output.put_line(l_logmessage);
7745 when others then
7746 l_logmessage:=p_account_number || 'p_account_number other exception';
7747 iem_logger(l_logmessage);
7748 --dbms_output.put_line(l_logmessage);
7749 END;
7750 -- try to find account_number related info even if there is no customer_id
7751 ELSE
7752 BEGIN
7753 Select cust_account_id into x_cust_account_id
7754 from hz_cust_accounts
7755 where account_number=p_account_number
7756 and status = 'A';
7757 EXCEPTION
7758 when TOO_MANY_ROWS then
7759 x_cust_account_id :=null;
7760 l_logmessage:=p_account_number|| ' p_account_number fetch returned too many rows'|| SQL%ROWCOUNT;
7761 iem_logger(l_logmessage);
7762 --dbms_output.put_line(l_logmessage);
7763 when NO_DATA_FOUND then
7764 l_logmessage:=p_account_number || 'p_account_number fetch returned 0 rows'|| SQL%ROWCOUNT;
7765 iem_logger(l_logmessage);
7766 --dbms_output.put_line(l_logmessage);
7767 when others then
7768 l_logmessage:=p_account_number || 'p_account_number other exception';
7769 iem_logger(l_logmessage);
7770 --dbms_output.put_line(l_logmessage);
7771 END;
7772
7773 END IF;
7774 END getAccountNumber;
7775
7776 --Question: Should we try to find contact related information from this
7777 -- we can find contact_point_id in this case too. so the question is should we seperate
7778 --out the contact point processing from the contact processing section; for now we are not treating
7779 --customer_phone_id and customer_email_id as the contact_point_id of contact information. How are things
7780 --going to work if the customer passes the contact_information as well as the customer information such as
7781 --customer_phone and customer_email apart from contact_phone and contact_email. We need to discuss
7782
7783 --Qeustion: if this procedure like all other procedure you will see we have IF g_Customer_id is not null / ELSE section
7784 --where we try to find information without the cutomer_id. The question is lets see we finished our customer processing
7785 --and we did not find a customer_id from the parsed value. The what should the program do.
7786 --1. Should I break out of the program and return the status E to the calling program and revert to old processing
7787 --2. Should I continu processing trying to get information regarding customer_phone_id and other related information
7788 --with the default customer_id
7789 --3. Should I even have a condition in this section where I try to get values without the customer_number; since I should have
7790 --found a customer_id by now; and If i a havent found a customer_id by now; that means I cant create SR anyways. So why
7791 --bother with the porcessing and trying to find things without the customer_id
7792 Procedure getCustomerPhone (p_customer_phone IN VARCHAR2,
7793 x_customer_phone_id OUT NOCOPY NUMBER)
7794 IS
7795 l_phone_count NUMBER;
7796 l_logmessage varchar2(2000):=' ';
7797 BEGIN
7798 --try to find customer_id IF its not been found yet
7799 IF g_customer_id IS NULL THEN
7800 getCustomerNumber (p_customer_phone => p_customer_phone,
7801 x_customer_id => g_customer_id);
7802 END IF;
7803
7804 IF (g_customer_id IS NOT NULL) AND (p_customer_phone IS NOT NULL) THEN
7805 BEGIN
7806 Select contact_point_id into x_customer_phone_id
7807 From hz_contact_points
7808 where contact_point_type = 'PHONE'
7809 --and phone_number = p_customer_phone
7810 and reverse(transposed_phone_number)=REGEXP_REPLACE(p_customer_phone,'([[:punct:]|[:space:]]*)')
7811 and owner_table_id = g_customer_id;
7812 EXCEPTION
7813 when TOO_MANY_ROWS then
7814 x_customer_phone_id := null;
7815 l_logmessage:=p_customer_phone|| ' p_customer_phone fetch returned too many rows'|| SQL%ROWCOUNT;
7816 iem_logger(l_logmessage);
7817 --dbms_output.put_line(l_logmessage);
7818 when NO_DATA_FOUND then
7819 l_logmessage:=p_customer_phone || 'p_customer_phone fetch returned 0 rows'|| SQL%ROWCOUNT;
7820 iem_logger(l_logmessage);
7821 --dbms_output.put_line(l_logmessage);
7822 when others then
7823 l_logmessage:=p_customer_phone || 'p_customer_phone other exception';
7824 iem_logger(l_logmessage);
7825 --dbms_output.put_line(l_logmessage);
7826 END;
7827 ELSE
7828 BEGIN
7829 Select contact_point_id into x_customer_phone_id
7830 From hz_contact_points
7831 where owner_table_name='HZ_PARTIES'
7832 and contact_point_type = 'PHONE'
7833 and reverse(transposed_phone_number)=REGEXP_REPLACE(p_customer_phone,'([[:punct:]|[:space:]]*)');
7834 EXCEPTION
7835 when TOO_MANY_ROWS then
7836 x_customer_phone_id := null;
7837 l_logmessage:=p_customer_phone|| ' p_customer_phone fetch returned too many rows'|| SQL%ROWCOUNT;
7838 iem_logger(l_logmessage);
7839 --dbms_output.put_line(l_logmessage);
7840 when NO_DATA_FOUND then
7841 l_logmessage:=p_customer_phone || 'p_customer_phone fetch returned 0 rows'|| SQL%ROWCOUNT;
7842 iem_logger(l_logmessage);
7843 --dbms_output.put_line(l_logmessage);
7844 when others then
7845 l_logmessage:=p_customer_phone || 'p_customer_phone other exception';
7846 iem_logger(l_logmessage);
7847 --dbms_output.put_line(l_logmessage);
7848 END;
7849 END IF;
7850
7851 END getCustomerPhone;
7852
7853 Procedure getCustomerEmail (p_customer_email VARCHAR2,
7854 x_customer_email_id out NOCOPY number)
7855 IS
7856 l_email_count NUMBER;
7857 l_logmessage varchar2(2000):=' ';
7858 BEGIN
7859
7860 --try to find customer_id IF its not been found yet
7861 IF g_customer_id IS NULL THEN
7862 getCustomerNumber ( p_customer_email => p_customer_email,
7863 x_customer_id => g_customer_id);
7864 END IF;
7865
7866 --convert email address to uppercase to prevent case relative mismatch
7867 IF (g_customer_id IS NOT Null) AND (p_customer_email IS NOT NULL) THEN
7868 BEGIN
7869 Select contact_point_id into x_customer_email_id
7870 From hz_contact_points
7871 where contact_point_type = 'EMAIL'
7872 and upper(email_address) =upper(p_customer_email)
7873 and owner_table_id = g_customer_id;
7874 EXCEPTION
7875 when TOO_MANY_ROWS then
7876 x_customer_email_id := null;
7877 l_logmessage:=p_customer_email|| ' p_customer_email fetch returned too many rows'|| SQL%ROWCOUNT;
7878 iem_logger(l_logmessage);
7879 --dbms_output.put_line(l_logmessage);
7880 when NO_DATA_FOUND then
7881 l_logmessage:=p_customer_email || 'p_customer_email fetch returned 0 rows'|| SQL%ROWCOUNT;
7882 iem_logger(l_logmessage);
7883 --dbms_output.put_line(l_logmessage);
7884 when others then
7885 l_logmessage:=p_customer_email || 'p_customer_email other exception';
7886 iem_logger(l_logmessage);
7887 --dbms_output.put_line(l_logmessage);
7888 END;
7889
7890 ELSE
7891 BEGIN
7892 Select contact_point_id into x_customer_email_id
7893 From hz_contact_points
7894 where owner_table_name='HZ_PARTIES'
7895 and contact_point_type = 'EMAIL'
7896 and upper(email_address) =upper(p_customer_email);
7897 EXCEPTION
7898 when TOO_MANY_ROWS then
7899 x_customer_email_id := null;
7900 l_logmessage:=p_customer_email|| ' p_customer_email fetch returned too many rows'|| SQL%ROWCOUNT;
7901 iem_logger(l_logmessage);
7902 --dbms_output.put_line(l_logmessage);
7903 when NO_DATA_FOUND then
7904 l_logmessage:=p_customer_email || 'p_customer_email fetch returned 0 rows'|| SQL%ROWCOUNT;
7905 iem_logger(l_logmessage);
7906 --dbms_output.put_line(l_logmessage);
7907 when others then
7908 l_logmessage:=p_customer_email || 'p_customer_email other exception';
7909 iem_logger(l_logmessage);
7910 --dbms_output.put_line(l_logmessage);
7911 END;
7912
7913 END IF;
7914 END getCustomerEmail;
7915
7916 --this procedure will accept a cust_account_id as avalue if it not passed
7917 --it is defaulted to null. However if its passed then it will use the cust_account_id
7918 --as an additional filter while retrieving value. The additional filter will
7919 -- further retrict the result set to retrive a unique match
7920
7921 --Questions: what happens if the customer has ranked customer_number (Customer_number gives use
7922 -- cust_account_id) lower in the ranking and a cust_account_id has not yet been found
7923 --but would be found after processing getInstnaceNumber.
7924 --Should we try to find a cust_account_id if it has not been found at this stage
7925 --- ANSWSER: Go with the way things are right now.. if ranking is preventing us we are not going to do it
7926
7927 --Question: in this query you will notice we are checking for customer_id and createing one set of query
7928 --and then another set of query without the customer_id. Now there are several scenarios.
7929 -- 1. Technically we should not be doing any of these processing if a customer_id hsa not been found already
7930 --so shall we take out the section with where we are trying to get info without the customer_id
7931 -- 2. OR shall we try to get the information withe the customer_id as customer_id will be present by now,
7932 --and if we are not able to get a single hit with customer_id; shall we try to get a single hit without the
7933 --customer_id
7934 Procedure getInstanceNumber (p_instance_number IN VARCHAR2,
7935 p_cust_account_id IN NUMBER DEFAULT NULL,
7936 x_customer_product_id OUT NOCOPY NUMBER,
7937 x_inventory_org_id OUT NOCOPY NUMBER,
7938 x_inventory_item_id OUT NOCOPY NUMBER)
7939 IS
7940 l_instance_count number;
7941 l_logmessage varchar2(2000):=' ';
7942 BEGIN
7943 --Item must inventroy_item_id of (mtl_system_items_b.serv_req_enabled_code = 'E').
7944 -- The item must not be a service item (contract_item_type_code is Null).
7945 IF g_customer_id IS NULL THEN
7946 getCustomerNumber ( p_instance_number => p_instance_number,
7947 x_customer_id => g_customer_id);
7948 END IF;
7949
7950 IF (g_customer_id IS NOT NULL) AND (p_instance_number IS NOT NULL) THEN
7951
7952 --cust_account_id is found in the call getAccountNumber
7953 --this procedure will accept a cust_account_id as avalue if it not passed
7954 --it is defaulted to null. However if its passed then it will use the cust_account_id
7955 --as an additional filter while retrieving value. The additional filter will
7956 -- further retrict the result set to retrive a unique match
7957 IF (p_cust_account_id IS NOT NULL) THEN
7958 BEGIN
7959 select instance_id,inventory_item_id, inv_master_organization_id
7960 into x_customer_product_id, x_inventory_item_id, x_inventory_org_id
7961 from csi_item_instances
7962 where instance_number = p_instance_number
7963 and owner_party_account_id = p_cust_account_id
7964 and owner_party_id = g_customer_id;
7965 EXCEPTION
7966 when TOO_MANY_ROWS then
7967 x_customer_product_id := null;
7968 x_inventory_item_id := null;
7969 x_inventory_org_id := null;
7970 l_logmessage:=p_instance_number|| '1p_instance_number fetch returned too many rows'|| SQL%ROWCOUNT;
7971 iem_logger(l_logmessage);
7972 --dbms_output.put_line(l_logmessage);
7973 when NO_DATA_FOUND then
7974 l_logmessage:=p_instance_number || '1p_instance_number fetch returned 0 rows'|| SQL%ROWCOUNT;
7975 iem_logger(l_logmessage);
7976 --dbms_output.put_line(l_logmessage);
7977 when others then
7978 l_logmessage:=p_instance_number || '1p_instance_number other exception';
7979 iem_logger(l_logmessage);
7980 --dbms_output.put_line(l_logmessage);
7981 END;
7982 ELSE
7983 BEGIN
7984 select instance_id,inventory_item_id, inv_master_organization_id
7985 into x_customer_product_id, x_inventory_item_id, x_inventory_org_id
7986 from csi_item_instances
7987 where instance_number = p_instance_number
7988 and owner_party_id = g_customer_id;
7989 EXCEPTION
7990 when TOO_MANY_ROWS then
7991 x_customer_product_id := null;
7992 x_inventory_item_id := null;
7993 x_inventory_org_id := null;
7994 l_logmessage:=p_instance_number|| '2p_instance_number fetch returned too many rows'|| SQL%ROWCOUNT;
7995 iem_logger(l_logmessage);
7996 --dbms_output.put_line(l_logmessage);
7997 when NO_DATA_FOUND then
7998 l_logmessage:=p_instance_number || '2p_instance_number fetch returned 0 rows'|| SQL%ROWCOUNT;
7999 iem_logger(l_logmessage);
8000 --dbms_output.put_line(l_logmessage);
8001 when others then
8002 l_logmessage:=p_instance_number || '2p_instance_number other exception';
8003 iem_logger(l_logmessage);
8004 --dbms_output.put_line(l_logmessage);
8005 END;
8006 END IF;
8007 ELSE
8008 IF (p_cust_account_id IS NOT NULL) THEN
8009 BEGIN
8010 select instance_id,inventory_item_id, inv_master_organization_id
8011 into x_customer_product_id, x_inventory_item_id, x_inventory_org_id
8012 from csi_item_instances
8013 where instance_number = p_instance_number
8014 and owner_party_account_id = p_cust_account_id;
8015 EXCEPTION
8016 when TOO_MANY_ROWS then
8017 x_customer_product_id := null;
8018 x_inventory_item_id := null;
8019 x_inventory_org_id := null;
8020 l_logmessage:=p_instance_number|| '3p_instance_number fetch returned too many rows'|| SQL%ROWCOUNT;
8021 iem_logger(l_logmessage);
8022 --dbms_output.put_line(l_logmessage);
8023 when NO_DATA_FOUND then
8024 l_logmessage:=p_instance_number || '3p_instance_number fetch returned 0 rows'|| SQL%ROWCOUNT;
8025 iem_logger(l_logmessage);
8026 --dbms_output.put_line(l_logmessage);
8027 when others then
8028 l_logmessage:=p_instance_number || '3p_instance_number other exception';
8029 iem_logger(l_logmessage);
8030 --dbms_output.put_line(l_logmessage);
8031 END;
8032 ELSE
8033 BEGIN
8034 select instance_id,inventory_item_id, inv_master_organization_id
8035 into x_customer_product_id, x_inventory_item_id, x_inventory_org_id
8036 from csi_item_instances
8037 where instance_number = p_instance_number;
8038 EXCEPTION
8039 when TOO_MANY_ROWS then
8040 x_customer_product_id := null;
8041 x_inventory_item_id := null;
8042 x_inventory_org_id := null;
8043 l_logmessage:=p_instance_number|| '4p_instance_number fetch returned too many rows'|| SQL%ROWCOUNT;
8044 iem_logger(l_logmessage);
8045 --dbms_output.put_line(l_logmessage);
8046 when NO_DATA_FOUND then
8047 l_logmessage:=p_instance_number || '4p_instance_number fetch returned 0 rows'|| SQL%ROWCOUNT;
8048 iem_logger(l_logmessage);
8049 --dbms_output.put_line(l_logmessage);
8050 when others then
8051 l_logmessage:=p_instance_number || '4p_instance_number other exception';
8052 iem_logger(l_logmessage);
8053 --dbms_output.put_line(l_logmessage);
8054 END;
8055 END IF;
8056 END IF; --end if of g_customer_id check
8057 END getInstanceNumber;
8058
8059
8060 --this procedure will accept a cust_account_id as avalue if it not passed
8061 --it is defaulted to null. However if its passed then it will use the
8062 -- cust_account_id
8063 --as an additional filter while retrieving value. The additional filter will
8064 -- further retrict the result set to retrive a unique match
8065
8066 --Questions: what happens if the customer has ranked customer_number lower in
8067 -- the ranking and a customer a cust_account_id has not yet been found but would b e found
8068 -- after processing getInstnaceNumber. Should we try to find a cust_account_id if it has not
8069 -- been found at this stage
8070 --ANSWER: No go with the current way we are handling things
8071
8072 Procedure getInstanceSerialNumber (p_instance_serial_number IN VARCHAR2,
8073 p_cust_account_id IN NUMBER DEFAULT NULL,
8074 x_customer_product_id OUT NOCOPY NUMBER,
8075 x_inventory_org_id OUT NOCOPY NUMBER,
8076 x_inventory_item_id OUT NOCOPY NUMBER)
8077 IS
8078 l_instance_count number;
8079 l_logmessage varchar2(2000):=' ';
8080 BEGIN
8081 --Item must inventroy_item_id of
8082 --(mtl_system_items_b.serv_req_enabled_code = 'E').
8083 -- The item must not be a service item (contract_item_type_code is Null).
8084 --IGNORE this section as we should have already found the customer_id but
8085 --leaving the code here for futere purpose if we change our mind
8086 IF g_customer_id IS NULL THEN
8087 getCustomerNumber ( p_instance_serial_number => p_instance_serial_number,
8088 x_customer_id => g_customer_id);
8089 END IF;
8090
8091 IF (g_customer_id IS NOT NULL) AND (p_instance_serial_number IS NOT NULL) THEN
8092
8093 l_logmessage:=p_instance_serial_number|| 'inside customer_id not null and instance_Serila not null';
8094 iem_logger(l_logmessage);
8095 --dbms_output.put_line(l_logmessage);
8096 --this procedure will accept a cust_account_id
8097 --as avalue if it not passed
8098 --it is defaulted to null. However if its passed
8099 --then it will use the cust_account_id
8100 --as an additional filter while retrieving value.
8101 --The additional filter will
8102 -- further retrict the result set to retrive a unique match
8103 IF (p_cust_account_id IS NOT NULL) THEN
8104 BEGIN
8105 l_logmessage:='instance_Serial:'||p_instance_serial_number|| 'cust_account_id not null';
8106 iem_logger(l_logmessage);
8107 --dbms_output.put_line(l_logmessage);
8108 select instance_id,inventory_item_id,inv_master_organization_id
8109 into x_customer_product_id, x_inventory_item_id, x_inventory_org_id
8110 from csi_item_instances
8111 where serial_number = p_instance_serial_number
8112 and owner_party_account_id = p_cust_account_id
8113 and owner_party_id = g_customer_id;
8114
8115 l_logmessage:='customer_product_id:'||x_customer_product_id|| 'inv_item_id:'||x_inventory_item_id||'org:'||x_inventory_org_id;
8116 iem_logger(l_logmessage);
8117 --dbms_output.put_line(l_logmessage);
8118 EXCEPTION
8119 when TOO_MANY_ROWS then
8120 x_customer_product_id := null;
8121 x_inventory_item_id := null;
8122 x_inventory_org_id := null;
8123 l_logmessage:=p_instance_serial_number|| 'inst_ser_number fetch returned too many rows'|| SQL%ROWCOUNT;
8124 iem_logger(l_logmessage);
8125 --dbms_output.put_line(l_logmessage);
8126 when NO_DATA_FOUND then
8127 l_logmessage:=p_instance_serial_number || 'inst_ser_number fetch returned 0 rows'|| SQL%ROWCOUNT;
8128 iem_logger(l_logmessage);
8129 --dbms_output.put_line(l_logmessage);
8130 when others then
8131 l_logmessage:=p_instance_serial_number || 'inst_ser_number other exception';
8132 iem_logger(l_logmessage);
8133 --dbms_output.put_line(l_logmessage);
8134 END;
8135 ELSE
8136 BEGIN
8137 select instance_id,inventory_item_id,inv_master_organization_id
8138 into x_customer_product_id, x_inventory_item_id, x_inventory_org_id
8139 from csi_item_instances
8140 where serial_number = p_instance_serial_number
8141 and owner_party_id = g_customer_id;
8142 l_logmessage:='account_id is null ';
8143 iem_logger(l_logmessage);
8144 --dbms_output.put_line(l_logmessage);
8145
8146 l_logmessage:='customer_product_id:'||x_customer_product_id|| 'inv_item_id:'||x_inventory_item_id||'org:'||x_inventory_org_id;
8147 iem_logger(l_logmessage);
8148 --dbms_output.put_line(l_logmessage);
8149 EXCEPTION
8150 when TOO_MANY_ROWS then
8151 x_customer_product_id := null;
8152 x_inventory_item_id := null;
8153 x_inventory_org_id := null;
8154 l_logmessage:=p_instance_serial_number|| 'inst_ser_number fetch returned too many rows'|| SQL%ROWCOUNT;
8155 iem_logger(l_logmessage);
8156 --dbms_output.put_line(l_logmessage);
8157 when NO_DATA_FOUND then
8158 l_logmessage:=p_instance_serial_number || 'inst_ser_number fetch returned 0 rows'|| SQL%ROWCOUNT;
8159 iem_logger(l_logmessage);
8160 --dbms_output.put_line(l_logmessage);
8161 when others then
8162 l_logmessage:=p_instance_serial_number || 'inst_ser_number other exception';
8163 iem_logger(l_logmessage);
8164 --dbms_output.put_line(l_logmessage);
8165 END;
8166
8167 END IF;
8168 ELSE
8169 IF (p_cust_account_id IS NOT NULL) THEN
8170 BEGIN
8171 select instance_id,inventory_item_id, inv_master_organization_id
8172 into x_customer_product_id, x_inventory_item_id, x_inventory_org_id
8173 from csi_item_instances
8174 where serial_number = p_instance_serial_number
8175 and owner_party_account_id = p_cust_account_id;
8176 l_logmessage:='account_id is not null in the else section meaning g_customer_id is null ';
8177 iem_logger(l_logmessage);
8178 --dbms_output.put_line(l_logmessage);
8179
8180 l_logmessage:='customer_product_id:'||x_customer_product_id|| 'inv_item_id:'||x_inventory_item_id||'org:'||x_inventory_org_id;
8181 iem_logger(l_logmessage);
8182 --dbms_output.put_line(l_logmessage);
8183 EXCEPTION
8184 when TOO_MANY_ROWS then
8185 x_customer_product_id := null;
8186 x_inventory_item_id := null;
8187 x_inventory_org_id := null;
8188 l_logmessage:='p_instance_serial_number fetch returned too many rows'|| SQL%ROWCOUNT;
8189 iem_logger(l_logmessage);
8190 --dbms_output.put_line(l_logmessage);
8191 when NO_DATA_FOUND then
8192 l_logmessage:='p_instance_serial_number fetch returned 0 rows'|| SQL%ROWCOUNT;
8193 iem_logger(l_logmessage);
8194 --dbms_output.put_line(l_logmessage);
8195 when others then
8196 l_logmessage:='p_instance_serial_number other exception';
8197 iem_logger(l_logmessage);
8198 --dbms_output.put_line(l_logmessage);
8199 END;
8200 ELSE
8201 BEGIN
8202 select instance_id,inventory_item_id, inv_master_organization_id
8203 into x_customer_product_id, x_inventory_item_id, x_inventory_org_id
8204 from csi_item_instances
8205 where serial_number = p_instance_serial_number;
8206
8207 l_logmessage:='account_id is null ';
8208 iem_logger(l_logmessage);
8209 --dbms_output.put_line(l_logmessage);
8210
8211 l_logmessage:='customer_product_id:'||x_customer_product_id|| 'inv_item_id:'||x_inventory_item_id||'org:'||x_inventory_org_id;
8212 iem_logger(l_logmessage);
8213 --dbms_output.put_line(l_logmessage);
8214 EXCEPTION
8215 when TOO_MANY_ROWS then
8216 x_customer_product_id := null;
8217 x_inventory_item_id := null;
8218 x_inventory_org_id := null;
8219 l_logmessage:='p_instance_serial_number fetch returned too many rows'|| SQL%ROWCOUNT;
8220 iem_logger(l_logmessage);
8221 --dbms_output.put_line(l_logmessage);
8222 when NO_DATA_FOUND then
8223 l_logmessage:='p_instance_serial_number fetch returned 0 rows'|| SQL%ROWCOUNT;
8224 iem_logger(l_logmessage);
8225 --dbms_output.put_line(l_logmessage);
8226 when others then
8227 l_logmessage:='p_instance_serial_number other exception';
8228 iem_logger(l_logmessage);
8229 --dbms_output.put_line(l_logmessage);
8230 END;
8231 END IF;
8232 END IF;
8233 END getInstanceSerialNumber;
8234
8235
8236 Procedure getIncidentSiteNumber (p_incident_site_number IN VARCHAR2,
8237 x_incident_location_id out NOCOPY NUMBER)
8238 IS
8239 l_site_count number;
8240 l_logmessage varchar2(2000):=' ';
8241 BEGIN
8242 IF g_customer_id IS NULL THEN
8243 getCustomerNumber ( p_incident_site_number => p_incident_site_number,
8244 x_customer_id => g_customer_id);
8245 END IF;
8246
8247 IF (g_customer_id IS NOT NULL) AND (p_incident_site_number IS NOT NULL) THEN
8248 BEGIN
8249 select party_site_id into x_incident_location_id
8250 from hz_party_sites
8251 where party_site_number = p_incident_site_number
8252 and party_id = g_customer_id;
8253 EXCEPTION
8254 when TOO_MANY_ROWS then
8255 x_incident_location_id := null;
8256 l_logmessage:='p_instance_serial_number fetch returned too many rows'|| SQL%ROWCOUNT;
8257 iem_logger(l_logmessage);
8258 --dbms_output.put_line(l_logmessage);
8259 when NO_DATA_FOUND then
8260 l_logmessage:='p_instance_serial_number fetch returned 0 rows'|| SQL%ROWCOUNT;
8261 iem_logger(l_logmessage);
8262 --dbms_output.put_line(l_logmessage);
8263 when others then
8264 l_logmessage:='p_instance_serial_number other exception';
8265 iem_logger(l_logmessage);
8266 --dbms_output.put_line(l_logmessage);
8267 END;
8268 ELSE
8269 BEGIN
8270 select party_site_id into x_incident_location_id
8271 from hz_party_sites
8272 where party_site_number = p_incident_site_number;
8273 EXCEPTION
8274 when TOO_MANY_ROWS then
8275 x_incident_location_id := null;
8276 l_logmessage:='p_instance_serial_number fetch returned too many rows'|| SQL%ROWCOUNT;
8277 iem_logger(l_logmessage);
8278 --dbms_output.put_line(l_logmessage);
8279 when NO_DATA_FOUND then
8280 l_logmessage:='p_instance_serial_number fetch returned 0 rows'|| SQL%ROWCOUNT;
8281 iem_logger(l_logmessage);
8282 --dbms_output.put_line(l_logmessage);
8283 when others then
8284 l_logmessage:='p_instance_serial_number other exception';
8285 iem_logger(l_logmessage);
8286 --dbms_output.put_line(l_logmessage);
8287 END;
8288 END IF;
8289 END getIncidentSiteNumber;
8290
8291 ------------------------------------------------------------
8292 -- contact processing
8293 -------------------------------------------------------------
8294 --this are few essential information whihc is needed
8295 --party_id of type contact
8296 --contact_point_id from hz_contact_points of the contact
8297 --party_id is the object_id of the type contact_of from hz_parties.party_id
8298 --contact_point id is the contact_point_id from hz_contact_points where object_id
8299 --NOTE: Make sure we are not calling this procedure if the account type if of Internal
8300 --if its internal then we will just use the passed contact_party_id and contact_point_id
8301
8302 Procedure getContactNumber (p_contact_number IN VARCHAR2,
8303 p_parser_id IN NUMBER,
8304 p_contact_phone IN VARCHAR2,
8305 p_contact_email IN VARCHAR2,
8306 x_contact_party_id OUT NOCOPY NUMBER,
8307 x_contact_type OUT NOCOPY VARCHAR2,
8308 x_contact_point_type OUT NOCOPY VARCHAR2,
8309 x_contact_point_id OUT NOCOPY NUMBER)
8310 IS
8311 l_party_count NUMBER;
8312 l_logmessage varchar2(2000):=' ';
8313 l_party_type VARCHAR2(100) :=null;
8314 BEGIN
8315
8316 --process this attribute only if g_contact_party_id has not been found yet.
8317 --if it has been found then there is not need to process this attribute a
8318 IF g_contact_party_id IS NULL THEN
8319
8320 l_logmessage:='entered contact_number processing and g_contact party id is null';
8321 iem_logger(l_logmessage);
8322 --dbms_output.put_line(l_logmessage);
8323
8324 --check what is the contact type for the contact number
8325 select upper(party_type) into l_party_type
8326 from hz_parties
8327 where party_number = p_contact_number;
8328
8329 l_logmessage:='contact_party_type is ' || l_party_type ;
8330 iem_logger(l_logmessage);
8331 --dbms_output.put_line(l_logmessage);
8332
8333 FOR contact_rec in (Select column_name, rank
8334 from iem_parser_dtls
8335 where parser_id = p_parser_id
8336 and UPPER(column_name) IN ('CONTACT_PHONE','CONTACT_EMAIL')
8337 order by rank asc)
8338 LOOP
8339 --only go throug the processing if the value has not been found
8340 --in the last itiration there fore checking the x_contact_party_id value
8341 --we are also looking for contact_phone and contact_email because its very rare to get a
8342 --single hit from just from the contact_number.
8343 IF x_contact_party_id IS NULL THEN
8344
8345 IF ((contact_rec.column_name = 'CONTACT_PHONE') AND (p_contact_phone is not null)) THEN
8346 BEGIN
8347 IF (l_party_type = 'PERSON') THEN
8348 l_logmessage:='contact_number->contact_phone->type:person processing';
8349 iem_logger(l_logmessage);
8350 --dbms_output.put_line(l_logmessage);
8351
8352 --i am using reglar expression here to check if there are any unwanted chars that are
8353 --passed by users and strip those off.
8354 Select c.party_id, c.party_type, a.contact_point_id, a.contact_point_type
8355 into x_contact_party_id, x_contact_type, x_contact_point_id, x_contact_point_type
8356 from hz_contact_points a,hz_relationships b, hz_parties c
8357 where a.owner_table_name='HZ_PARTIES'
8358 and a.contact_point_type='PHONE'
8359 and a.status='A'
8360 and a.owner_table_id = b.party_id
8361 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
8362 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
8363 and b.party_id = c.party_id
8364 and b.object_id in (select party_id from hz_parties where party_number = p_contact_number)
8365 --and c.party_number =p_contact_number
8366 and reverse(a.transposed_phone_number)=REGEXP_REPLACE(p_contact_phone,'([[:punct:]|[:space:]]*)')
8367 and b.subject_id = g_customer_id;
8368 ELSIF (l_party_type = 'PARTY_RELATIONSHIP') THEN
8369 l_logmessage:='contact_number->contact_phone->type:party_relationship processing';
8370 iem_logger(l_logmessage);
8371 --dbms_output.put_line(l_logmessage);
8372
8373 Select c.party_id, c.party_type, a.contact_point_id, a.contact_point_type
8374 into x_contact_party_id, x_contact_type, x_contact_point_id, x_contact_point_type
8375 from hz_contact_points a,hz_relationships b, hz_parties c
8376 where a.owner_table_name='HZ_PARTIES'
8377 and a.contact_point_type='PHONE'
8378 and a.status='A'
8379 and a.owner_table_id = b.party_id
8380 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
8381 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
8382 and b.party_id = c.party_id
8383 --and b.object_id in (select party_id from hz_parties where party_number = p_contact_number)
8384 and c.party_number =p_contact_number
8385 and reverse(a.transposed_phone_number)=REGEXP_REPLACE(p_contact_phone,'([[:punct:]|[:space:]]*)')
8386 and b.subject_id = g_customer_id;
8387 END IF;
8388
8389 EXCEPTION
8390 when TOO_MANY_ROWS then
8391 x_contact_party_id := null;
8392 x_contact_type := null;
8393 x_contact_point_id := null;
8394 x_contact_point_type := null;
8395
8396 l_logmessage:='contact_number fetch returned too many rows'|| SQL%ROWCOUNT;
8397 iem_logger(l_logmessage);
8398 --dbms_output.put_line(l_logmessage);
8399 when NO_DATA_FOUND then
8400 l_logmessage:='contact_number fetch returned 0 rows'|| SQL%ROWCOUNT;
8401 iem_logger(l_logmessage);
8402 --dbms_output.put_line(l_logmessage);
8403 when others then
8404 l_logmessage:='contact_number other exception';
8405 iem_logger(l_logmessage);
8406 --dbms_output.put_line(l_logmessage);
8407 END;
8408 --run the queries to get values
8409 ELSIF ((contact_rec.column_name = 'CONTACT_EMAIL') AND (p_contact_email IS NOT NULL)) THEN
8410 BEGIN
8411 IF (l_party_type = 'PERSON') THEN
8412 l_logmessage:='contact_number->contact_email->type:person processing';
8413 iem_logger(l_logmessage);
8414 --dbms_output.put_line(l_logmessage);
8415
8416 Select c.party_id, c.party_type, a.contact_point_id, a.contact_point_type
8417 into x_contact_party_id, x_contact_type, x_contact_point_id, x_contact_point_type
8418 from hz_contact_points a,hz_relationships b, hz_parties c
8419 where a.owner_table_name='HZ_PARTIES'
8420 and a.contact_point_type = 'EMAIL'
8421 and a.status='A'
8422 and a.owner_table_id = b.party_id
8423 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
8424 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
8425 and b.party_id = c.party_id
8426 and b.object_id in (select party_id from hz_parties where party_number = p_contact_number)
8427 --and c.party_number =p_contact_number
8428 and upper(c.email_address) = upper(p_contact_email)
8429 and b.subject_id = g_customer_id;
8430
8431 ELSIF (l_party_type = 'PARTY_RELATIONSHIP') THEN
8432 l_logmessage:='contact_number->contact_email->type:party_relationship processing';
8433 iem_logger(l_logmessage);
8434 --dbms_output.put_line(l_logmessage);
8435 Select c.party_id, c.party_type, a.contact_point_id, a.contact_point_type
8436 into x_contact_party_id, x_contact_type, x_contact_point_id, x_contact_point_type
8437 from hz_contact_points a,hz_relationships b, hz_parties c
8438 where a.owner_table_name='HZ_PARTIES'
8439 and a.contact_point_type = 'EMAIL'
8440 and a.status='A'
8441 and a.owner_table_id = b.party_id
8442 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
8443 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
8444 and b.party_id = c.party_id
8445 --and b.object_id in (select party_id from hz_parties where party_number = p_contact_number)
8446 and c.party_number =p_contact_number
8447 and upper(c.email_address) = upper(p_contact_email)
8448 and b.subject_id = g_customer_id;
8449 END IF;
8450
8451 EXCEPTION
8452 when TOO_MANY_ROWS then
8453 x_contact_party_id := null;
8454 x_contact_type := null;
8455 x_contact_point_id := null;
8456 x_contact_point_type := null;
8457 l_logmessage:='contact_number fetch returned too many rows'|| SQL%ROWCOUNT;
8458 iem_logger(l_logmessage);
8459 --dbms_output.put_line(l_logmessage);
8460 when NO_DATA_FOUND then
8461 l_logmessage:='contact_number fetch returned 0 rows'|| SQL%ROWCOUNT;
8462 iem_logger(l_logmessage);
8463 --dbms_output.put_line(l_logmessage);
8464 when others then
8465 l_logmessage:='contact_number other exception';
8466 iem_logger(l_logmessage);
8467 --dbms_output.put_line(l_logmessage);
8468 END;
8469 END IF; --end if of contact_Column name checl
8470
8471 --exit loop if x_contact_party_id has been found
8472 EXIT WHEN x_contact_party_id IS NOT NULL;
8473 END IF; --end if of x_contact_party_id check
8474 END LOOP;
8475
8476 ---after going throug the loop if the x_contact_party_id was not populated then try alone
8477 -- wit the p_Contact_number information
8478 --NOTE: I am doing rownum = 1 here to get the top hit. Since we are given only contact_number
8479 --which can yeild multiple contact values for mail and phone.
8480 IF x_contact_party_id IS NULL THEN
8481 BEGIN
8482 IF (l_party_type = 'PERSON') THEN
8483 --If we were not able to match in this case we are hoping to get single hit
8484 -- based on the primary flag but many a times both phone and email are flagged Y
8485 l_logmessage:='contact_number->no email or phone ->type:person processing';
8486 iem_logger(l_logmessage);
8487 --dbms_output.put_line(l_logmessage);
8488 Select c.party_id, c.party_type, a.contact_point_id, a.contact_point_type
8489 into x_contact_party_id, x_contact_type, x_contact_point_id, x_contact_point_type
8490 from hz_contact_points a,hz_relationships b, hz_parties c
8491 where a.owner_table_name='HZ_PARTIES'
8492 and a.status='A'
8493 and a.primary_flag = 'Y'
8494 and a.owner_table_id = b.party_id
8495 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
8496 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
8497 and b.party_id = c.party_id
8498 and b.object_id in (select party_id from hz_parties where party_number = p_contact_number)
8499 -- and c.party_number =p_contact_number
8500 and b.subject_id = g_customer_id
8501 and rownum = 1;
8502 ELSIF (l_party_type = 'PARTY_RELATIONSHIP') THEN
8503 l_logmessage:='contact_number->no email or phone ->type:party_relationship processing';
8504 iem_logger(l_logmessage);
8505 --dbms_output.put_line(l_logmessage);
8506 Select c.party_id, c.party_type, a.contact_point_id, a.contact_point_type
8507 into x_contact_party_id, x_contact_type, x_contact_point_id, x_contact_point_type
8508 from hz_contact_points a,hz_relationships b, hz_parties c
8509 where a.owner_table_name='HZ_PARTIES'
8510 and a.status='A'
8511 and a.primary_flag = 'Y'
8512 and a.owner_table_id = b.party_id
8513 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
8514 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
8515 and b.party_id = c.party_id
8516 --and b.object_id in (select party_id from hz_parties where party_number = p_contact_number)
8517 and c.party_number =p_contact_number
8518 and b.subject_id = g_customer_id
8519 and rownum = 1;
8520 END IF;
8521
8522 EXCEPTION
8523 when TOO_MANY_ROWS then
8524 x_contact_party_id := null;
8525 x_contact_type := null;
8526 x_contact_point_id := null;
8527 x_contact_point_type := null;
8528 l_logmessage:='contact_number fetch returned too many rows'|| SQL%ROWCOUNT;
8529 iem_logger(l_logmessage);
8530 --dbms_output.put_line(l_logmessage);
8531 when NO_DATA_FOUND then
8532 l_logmessage:='contact_number fetch returned 0 rows'|| SQL%ROWCOUNT;
8533 iem_logger(l_logmessage);
8534 --dbms_output.put_line(l_logmessage);
8535 when others then
8536 l_logmessage:='contact_number other exception';
8537 iem_logger(l_logmessage);
8538 --dbms_output.put_line(l_logmessage);
8539 END;
8540 END IF;
8541 END IF; --end if of of contact_id processing
8542 END getContactNumber;
8543
8544 Procedure getContactName (p_contact_name IN VARCHAR2,
8545 p_parser_id IN NUMBER,
8546 p_contact_phone IN VARCHAR2,
8547 p_contact_email IN VARCHAR2,
8548 x_contact_party_id OUT NOCOPY NUMBER,
8549 x_contact_type OUT NOCOPY VARCHAR2,
8550 x_contact_point_type OUT NOCOPY VARCHAR2,
8551 x_contact_point_id OUT NOCOPY NUMBER)
8552 IS
8553 l_party_count NUMBER;
8554 l_logmessage varchar2(2000):=' ';
8555 BEGIN
8556
8557 --process this attribute only if g_contact_party_id has not been found yet.
8558 --if it has been found then there is not need to process this attribute a
8559 l_logmessage:='inside getContactName sub proc';
8560 iem_logger(l_logmessage);
8561 --dbms_output.put_line(l_logmessage);
8562 IF g_contact_party_id IS NULL THEN
8563
8564 FOR contact_rec in (Select column_name, rank
8565 from iem_parser_dtls
8566 where parser_id = p_parser_id
8567 and UPPER(column_name) IN ('CONTACT_PHONE','CONTACT_EMAIL')
8568 order by rank asc)
8569 LOOP
8570 --only go throug the processing if the value has not been found
8571 --in the last itiration there fore checking the x_contact_party_id value
8572 IF (x_contact_party_id) IS NULL THEN
8573 IF (contact_rec.column_name = 'CONTACT_PHONE') THEN
8574 BEGIN
8575 Select c.party_id, c.party_type, a.contact_point_id, a.contact_point_type
8576 into x_contact_party_id, x_contact_type, x_contact_point_id, x_contact_point_type
8577 from hz_contact_points a,hz_relationships b, hz_parties c
8578 where a.owner_table_name='HZ_PARTIES'
8579 and a.contact_point_type='PHONE'
8580 and a.status='A'
8581 and a.owner_table_id = b.party_id
8582 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
8583 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
8584 and b.party_id = c.party_id
8585 and b.object_id in (select party_id from hz_parties where upper(party_name) =upper(p_contact_name))
8586 --and upper(c.party_name) =upper(p_contact_name)
8587 and reverse(a.transposed_phone_number)=REGEXP_REPLACE(p_contact_phone,'([[:punct:]|[:space:]]*)')
8588 and b.subject_id = g_customer_id;
8589 l_logmessage:='cotanct_name-phone'||p_contact_name||'--partyid:'||x_contact_party_id||'point_id'||x_contact_point_id ;
8590 iem_logger(l_logmessage);
8591 --dbms_output.put_line(l_logmessage);
8592 EXCEPTION
8593 when TOO_MANY_ROWS then
8594 x_contact_party_id := null;
8595 x_contact_type := null;
8596 x_contact_point_id := null;
8597 x_contact_point_type := null;
8598 l_logmessage:='cotanct_name fetch returned too many rows'|| SQL%ROWCOUNT;
8599 iem_logger(l_logmessage);
8600 --dbms_output.put_line(l_logmessage);
8601 when NO_DATA_FOUND then
8602 l_logmessage:='cotanct_name fetch returned 0 rows'|| SQL%ROWCOUNT;
8603 iem_logger(l_logmessage);
8604 --dbms_output.put_line(l_logmessage);
8605 when others then
8606 l_logmessage:='cotanct_name other exception';
8607 iem_logger(l_logmessage);
8608 --dbms_output.put_line(l_logmessage);
8609 END;
8610
8611 --run the queries to get values
8612 ELSIF (contact_rec.column_name = 'CONTACT_EMAIL') THEN
8613 BEGIN
8614 Select c.party_id, c.party_type, a.contact_point_id, a.contact_point_type
8615 into x_contact_party_id, x_contact_type, x_contact_point_id, x_contact_point_type
8616 from hz_contact_points a,hz_relationships b, hz_parties c
8617 where a.owner_table_name='HZ_PARTIES'
8618 and a.contact_point_type = 'EMAIL'
8619 and a.status='A'
8620 and a.owner_table_id = b.party_id
8621 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
8622 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
8623 and b.party_id = c.party_id
8624 -- and upper(c.party_name) =upper(p_contact_name)
8625 and b.object_id in (select party_id from hz_parties where upper(party_name) =upper(p_contact_name))
8626 and upper(c.email_address) = upper(p_contact_email)
8627 and b.subject_id = g_customer_id;
8628 l_logmessage:='cotanct_name-email'||p_contact_name||'--partyid:'||x_contact_party_id||'point_id'||x_contact_point_id ;
8629 iem_logger(l_logmessage);
8630 --dbms_output.put_line(l_logmessage);
8631 EXCEPTION
8632 when TOO_MANY_ROWS then
8633 x_contact_party_id := null;
8634 x_contact_type := null;
8635 x_contact_point_id := null;
8636 x_contact_point_type := null;
8637 l_logmessage:='cotanct_name fetch returned too many rows'|| SQL%ROWCOUNT;
8638 iem_logger(l_logmessage);
8639 --dbms_output.put_line(l_logmessage);
8640 when NO_DATA_FOUND then
8641 l_logmessage:='cotanct_name fetch returned 0 rows'|| SQL%ROWCOUNT;
8642 iem_logger(l_logmessage);
8643 --dbms_output.put_line(l_logmessage);
8644 when others then
8645 l_logmessage:='cotanct_name other exception';
8646 iem_logger(l_logmessage);
8647 --dbms_output.put_line(l_logmessage);
8648 END;
8649 END IF; --end if of contact_Column name checl
8650 --exit out of the loop if x_contact_party_id was found
8651 EXIT WHEN x_contact_party_id IS NOT NULL;
8652 END IF; --end if of x_contact_party_id check
8653 END LOOP;
8654
8655 ---after going throug the loop if the x_contact_party_id was not populated then try alone
8656 -- wit the p_Contact_name information
8657 IF x_contact_party_id IS NULL THEN
8658 BEGIN
8659 Select c.party_id, c.party_type, a.contact_point_id, a.contact_point_type
8660 into x_contact_party_id, x_contact_type, x_contact_point_id, x_contact_point_type
8661 from hz_contact_points a,hz_relationships b, hz_parties c
8662 where a.owner_table_name='HZ_PARTIES'
8663 and a.status='A'
8664 and a.primary_flag = 'Y'
8665 and a.owner_table_id = b.party_id
8666 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
8667 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
8668 and b.party_id = c.party_id
8669 and b.object_id in (select party_id from hz_parties where upper(party_name) =upper(p_contact_name))
8670 --and upper(c.party_name) =upper(p_contact_name)
8671 and b.subject_id = g_customer_id;
8672 l_logmessage:='cotanct_name-alone'||p_contact_name||'--partyid:'||x_contact_party_id||'point_id'||x_contact_point_id ;
8673 iem_logger(l_logmessage);
8674 --dbms_output.put_line(l_logmessage);
8675 EXCEPTION
8676 when TOO_MANY_ROWS then
8677 x_contact_party_id := null;
8678 x_contact_type := null;
8679 x_contact_point_id := null;
8680 x_contact_point_type := null;
8681 l_logmessage:='cotanct_name fetch returned too many rows'|| SQL%ROWCOUNT;
8682 iem_logger(l_logmessage);
8683 --dbms_output.put_line(l_logmessage);
8684 when NO_DATA_FOUND then
8685 l_logmessage:='cotanct_name fetch returned 0 rows'|| SQL%ROWCOUNT;
8686 iem_logger(l_logmessage);
8687 --dbms_output.put_line(l_logmessage);
8688 when others then
8689 l_logmessage:='cotanct_name other exception';
8690 iem_logger(l_logmessage);
8691 --dbms_output.put_line(l_logmessage);
8692 END;
8693 END IF;
8694 END IF; --end if of of contact_id processing
8695 END getContactName;
8696
8697
8698
8699 --Qestion: check the parent_id = contact_point_id match
8700 --primary flag is not a required filed for the sr contact rec type
8701 --Note we should not call this procedure if the account type is of internal
8702 --and we should pass the contact_id and contact_point_id that is passed by the
8703 --calling api
8704 Procedure getContactPhone (p_contact_phone IN VARCHAR2,
8705 x_contact_party_id OUT NOCOPY NUMBER,
8706 x_contact_type OUT NOCOPY VARCHAR2,
8707 x_contact_point_type OUT NOCOPY VARCHAR2,
8708 x_contact_point_id OUT NOCOPY NUMBER)
8709 IS
8710 l_phone_count number;
8711 l_logmessage varchar2(2000):=' ';
8712 BEGIN
8713
8714 --part_role_code is a required field for contact SR information
8715 --there for populating it.
8716 IF (g_contact_party_id IS NULL) THEN
8717 BEGIN
8718 Select c.party_id, c.party_type, a.contact_point_id, a.contact_point_type
8719 into x_contact_party_id, x_contact_type, x_contact_point_id, x_contact_point_type
8720 from hz_contact_points a,hz_relationships b, hz_parties c
8721 where a.owner_table_name='HZ_PARTIES'
8722 and a.contact_point_type='PHONE'
8723 and a.status='A'
8724 and a.owner_table_id = b.party_id
8725 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
8726 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
8727 and b.party_id = c.party_id
8728 and reverse(a.transposed_phone_number)=REGEXP_REPLACE(p_contact_phone,'([[:punct:]|[:space:]]*)')
8729 and b.subject_id = g_customer_id;
8730 EXCEPTION
8731 when TOO_MANY_ROWS then
8732 x_contact_party_id := null;
8733 x_contact_type := null;
8734 x_contact_point_id := null;
8735 x_contact_point_type := null;
8736 l_logmessage:='cotanct_phone fetch returned too many rows'|| SQL%ROWCOUNT;
8737 iem_logger(l_logmessage);
8738 --dbms_output.put_line(l_logmessage);
8739 when NO_DATA_FOUND then
8740 l_logmessage:='cotanct_phone fetch returned 0 rows'|| SQL%ROWCOUNT;
8741 iem_logger(l_logmessage);
8742 --dbms_output.put_line(l_logmessage);
8743 when others then
8744 l_logmessage:='cotanct_phone other exception';
8745 iem_logger(l_logmessage);
8746 --dbms_output.put_line(l_logmessage);
8747 END;
8748 END IF;
8749 END getContactPhone;
8750
8751
8752 Procedure getContactEmail (p_contact_email IN VARCHAR2,
8753 x_contact_party_id OUT NOCOPY NUMBER,
8754 x_contact_type OUT NOCOPY VARCHAR2,
8755 x_contact_point_type OUT NOCOPY VARCHAR2,
8756 x_contact_point_id OUT NOCOPY NUMBER)
8757 IS
8758 l_email_count number;
8759 l_logmessage varchar2(2000):=' ';
8760 BEGIN
8761
8762 IF (g_contact_party_id IS NULL) THEN
8763 BEGIN
8764 Select c.party_id, c.party_type, a.contact_point_id, a.contact_point_type
8765 into x_contact_party_id, x_contact_type, x_contact_point_id, x_contact_point_type
8766 from hz_contact_points a,hz_relationships b, hz_parties c
8767 where a.owner_table_name='HZ_PARTIES'
8768 and a.contact_point_type='EMAIL'
8769 and a.status='A'
8770 and a.owner_table_id = b.party_id
8771 and a.contact_point_id not in (select contact_level_table_id from HZ_CONTACT_PREFERENCES
8772 where contact_level_table='HZ_CONTACT_POINTS' and status='A')
8773 and b.party_id = c.party_id
8774 and upper(a.email_address)=upper(p_contact_email)
8775 and b.subject_id = g_customer_id;
8776 EXCEPTION
8777 when TOO_MANY_ROWS then
8778 x_contact_party_id := null;
8779 x_contact_type := null;
8780 x_contact_point_id := null;
8781 x_contact_point_type := null;
8782 l_logmessage:='cotanct_email fetch returned too many rows'|| SQL%ROWCOUNT;
8783 iem_logger(l_logmessage);
8784 --dbms_output.put_line(l_logmessage);
8785 when NO_DATA_FOUND then
8786 l_logmessage:='cotanct_email fetch returned 0 rows'|| SQL%ROWCOUNT || 'email is:'||p_contact_email||'cust_id:'||g_customer_id;
8787 iem_logger(l_logmessage);
8788 --dbms_output.put_line(l_logmessage);
8789 when others then
8790 l_logmessage:='cotanct_email other exception';
8791 iem_logger(l_logmessage);
8792 --dbms_output.put_line(l_logmessage);
8793 END;
8794 END IF;
8795
8796 END getContactEmail;
8797
8798 --inventory stuff
8799 Procedure getInventoryItemName (p_inventory_item_name IN VARCHAR2,
8800 x_inventory_item_id OUT NOCOPY NUMBER,
8801 x_inventory_org_id OUT NOCOPY NUMBER)
8802 IS
8803 l_inventory_count number;
8804 l_logmessage varchar2(2000):=' ';
8805 BEGIN
8806
8807 BEGIN
8808 select DISTINCT inventory_item_id, organization_id
8809 into x_inventory_item_id, x_inventory_org_id
8810 from mtl_system_items_b
8811 where organization_id=FND_PROFILE.value('CS_INV_VALIDATION_ORG') and
8812 upper(segment1)= upper(p_inventory_item_name);
8813
8814 l_logmessage:='inventoryItemName is '||p_inventory_item_name||' inventory_item_id is '|| x_inventory_item_id;
8815 iem_logger(l_logmessage);
8816 --dbms_output.put_line(l_logmessage);
8817 l_logmessage:='inventoryItemName is '||p_inventory_item_name||' inventory_org_id is '|| x_inventory_org_id;
8818 iem_logger(l_logmessage);
8819 --dbms_output.put_line(l_logmessage);
8820 EXCEPTION
8821 when TOO_MANY_ROWS then
8822 x_inventory_item_id := null;
8823 x_inventory_org_id := null;
8824 l_logmessage:='inventoryItemName fetch returned too many rows'|| SQL%ROWCOUNT;
8825 iem_logger(l_logmessage);
8826 --dbms_output.put_line(l_logmessage);
8827 when NO_DATA_FOUND then
8828 l_logmessage:='inventoryItemName fetch returned 0 rows'|| SQL%ROWCOUNT;
8829 iem_logger(l_logmessage);
8830 --dbms_output.put_line(l_logmessage);
8831 when others then
8832 l_logmessage:='inventoryItemName other exception';
8833 iem_logger(l_logmessage);
8834 --dbms_output.put_line(l_logmessage);
8835 END;
8836
8837 END getInventoryItemName;
8838 --end of inventory related stuff
8839
8840
8841 --get service request type and if no type is found get the default
8842 --type from the calling program to use it.
8843 PROCEDURE getServiceRequestType (p_service_request_type IN VARCHAR2,
8844 p_default_type_id IN NUMBER,
8845 x_type_id OUT NOCOPY NUMBER)
8846 IS
8847 l_type_id number;
8848 l_return_status varchar2(10);
8849 l_logmessage varchar2(2000):=' ';
8850 BEGIN
8851 --Validate against CS_ServiceRequest_UTIL.Convert_Type_To_ID Where pass subtype='INC'
8852 CS_ServiceRequest_UTIL.Convert_Type_To_ID (
8853 p_api_name => 'Advanced_SR_PROCESSING.GETSERVICEREQUESTTYPE',
8854 p_parameter_name => 'LOOKUP_TYPE',
8855 p_type_name => p_service_request_type,
8856 p_subtype => 'INC',
8857 p_parent_type_id => FND_API.G_MISS_NUM,
8858 p_type_id => l_type_id,
8859 x_return_status => l_return_status);
8860
8861 IF (l_return_status = FND_API.G_RET_STS_SUCCESS) THEN
8862 x_type_id := l_type_id;
8863 l_logmessage:='sr_type_id found sr_type_id :'||l_type_id;
8864 iem_logger(l_logmessage);
8865 --dbms_output.put_line(l_logmessage);
8866 ELSE
8867 --use the default type id
8868 x_type_id := p_default_type_id;
8869 l_logmessage:='sr_type_id not found using default type id :'||p_default_type_id;
8870 iem_logger(l_logmessage);
8871 --dbms_output.put_line(l_logmessage);
8872 END IF;
8873 END getServiceRequestType;
8874
8875
8876 Procedure getProblemCode (p_problem_code in VARCHAR2,
8877 x_problem_code OUT NOCOPY VARCHAR2)
8878 IS
8879 l_code_count NUMBER;
8880 l_logmessage varchar2(2000):=' ';
8881 BEGIN
8882 select count(problem_code) into l_code_count
8883 from cs_sr_prob_code_mapping_detail
8884 where problem_code = p_problem_code;
8885
8886 l_logmessage:='problemcode rowcount for'|| p_problem_code ||' returned count'|| l_code_count;
8887 iem_logger(l_logmessage);
8888 --dbms_output.put_line(l_logmessage);
8889
8890 --the code exisit in the system
8891 IF l_code_count >0 THEN
8892 x_problem_code := p_problem_code;
8893 ELSE
8894 x_problem_code := null;
8895 END IF;
8896 EXCEPTION
8897 when TOO_MANY_ROWS then
8898 l_logmessage:='problemcode fetch returned too many rows'|| SQL%ROWCOUNT;
8899 iem_logger(l_logmessage);
8900 --dbms_output.put_line(l_logmessage);
8901 when NO_DATA_FOUND then
8902 l_logmessage:='problemcode fetch returned 0 rows'|| SQL%ROWCOUNT;
8903 iem_logger(l_logmessage);
8904 --dbms_output.put_line(l_logmessage);
8905 when others then
8906 l_logmessage:='problemcode other exception';
8907 iem_logger(l_logmessage);
8908 --dbms_output.put_line(l_logmessage);
8909
8910 END getProblemCode;
8911
8912 Procedure getUrgency (p_urgency IN VARCHAR2,
8913 x_urgency_id OUT NOCOPY NUMBER)
8914 IS
8915 l_urgency_id number;
8916 l_return_status VARCHAR2(10);
8917 l_logmessage varchar2(2000):=' ';
8918 BEGIN
8919 -- Validate against CS_ServiceRequest_UTIL. Convert_Urgency_To_ID
8920 CS_ServiceRequest_UTIL.Convert_Urgency_To_ID
8921 ( p_api_name => 'ADVANCED_SR_PROCESSING.GETURGENCY',
8922 p_parameter_name => 'Urgency Name',
8923 p_urgency_name => p_urgency,
8924 p_urgency_id => l_urgency_id,
8925 x_return_status => l_return_status);
8926
8927 IF l_return_status = FND_API.G_RET_STS_SUCCESS THEN
8928 x_urgency_id := l_urgency_id;
8929 END IF;
8930
8931 END getUrgency;
8932
8933 Procedure getSiteName(p_site_name IN VARCHAR2,
8934 x_party_site_id OUT NOCOPY NUMBER)
8935 IS
8936 l_site_count NUMBER;
8937 l_logmessage varchar2(2000):=' ';
8938 BEGIN
8939 IF (g_customer_id IS NOT NULL) THEN
8940 BEGIN
8941 select party_site_id into x_party_site_id
8942 from hz_party_sites
8943 where upper(party_site_name) = upper(p_site_name)
8944 and party_id = g_customer_id;
8945 EXCEPTION
8946 when TOO_MANY_ROWS then
8947 x_party_site_id := null;
8948 l_logmessage:='inventoryItemName fetch returned too many rows'|| SQL%ROWCOUNT;
8949 iem_logger(l_logmessage);
8950 --dbms_output.put_line(l_logmessage);
8951 when NO_DATA_FOUND then
8952 l_logmessage:='inventoryItemName fetch returned 0 rows'|| SQL%ROWCOUNT;
8953 iem_logger(l_logmessage);
8954 --dbms_output.put_line(l_logmessage);
8955 when others then
8956 l_logmessage:='inventoryItemName other exception';
8957 iem_logger(l_logmessage);
8958 --dbms_output.put_line(l_logmessage);
8959 END;
8960 END IF;
8961 END getSiteName;
8962
8963 --initially we had decided that we will call the utilpackage.Validate_External_Reference
8964 --to ensure weather a valid ext_ref was passed. However the util procedure expects a
8965 --lot of values to do that particuualr validation and since we dont have all the attributes
8966 --to be passed to the util package; we will validate the ext ref passed with the
8967 --csi_item_instance table only. The other thing to keep in mind is that the UTIL procdure
8968 --is not checking the case during its validation
8969 Procedure getExtReference(p_ext_ref IN VARCHAR2,
8970 p_customer_product_id IN NUMBER,
8971 x_ext_ref OUT NOCOPY VARCHAR2)
8972 IS
8973 l_ext_ref_count NUMBER;
8974 l_logmessage varchar2(2000):=' ';
8975 BEGIN
8976 --took out the if condition and will let the api handle any errors
8977 --IF (p_customer_product_id is not null) THEN
8978 --we will just do a simple validation for ext_Ref_item and if it exists
8979 --then we will just pass it to the SR API and the let the SR api handle
8980 --additional validation.
8981 select count(external_reference) into l_ext_ref_count
8982 from csi_item_instances
8983 where upper(external_reference) = upper(p_ext_ref);
8984 --where instance_id = p_customer_product_id
8985 l_logmessage:='external reference count for '|| p_ext_Ref||' is '||l_ext_ref_count;
8986 iem_logger(l_logmessage);
8987 --dbms_output.put_line(l_logmessage);
8988
8989
8990 IF l_ext_ref_count >0 THEN
8991 x_ext_ref := p_ext_ref;
8992 END IF;
8993
8994 -- END IF;
8995
8996 --signature of util prcodeure which is not being called due to the extensive
8997 --requirement of the attributes
8998 /*
8999 Validate_External_Reference(
9000 p_api_name IN VARCHAR2,
9001 p_parameter_name IN VARCHAR2,
9002 p_external_reference IN VARCHAR2,
9003 p_customer_product_id IN NUMBER,
9004 p_inventory_item_id IN NUMBER := NULL,
9005 p_inventory_org_id IN NUMBER := NULL,
9006 p_customer_id IN NUMBER := NULL,
9007 x_return_status OUT NOCOPY VARCHAR2
9008 */
9009 END getExtReference;
9010
9011
9012
9013 --siahmed
9014 -- this is for bug 12663292
9015 -- where we are trying to get the bill_to and ship_to information
9016 Procedure getBillToShipTo(p_customer_id IN NUMBER,
9017 p_contact_party_id IN NUMBER,
9018 x_bill_to_site_id OUT NOCOPY NUMBER,
9019 x_ship_to_site_id OUT NOCOPY NUMBER,
9020 x_account_id OUT NOCOPY NUMBER
9021 )
9022 IS
9023 l_logmessage varchar2(2000):=' ';
9024 BEGIN
9025
9026 --set the status to E and only change to S after its a success
9027
9028
9029 --addd validation for getting x_account_id
9030 BEGIN
9031 select cust_account_id into x_account_id
9032 from hz_cust_accounts
9033 where party_id = p_customer_id
9034 AND status = 'A';
9035
9036 l_logmessage:='cust_account_id id is: '|| x_account_id ;
9037 iem_logger(l_logmessage);
9038 --dbms_output.put_line(l_logmessage);
9039
9040 EXCEPTION
9041 when TOO_MANY_ROWS then
9042 x_account_id := null;
9043 l_logmessage:=' fetch returned too many rows for cust_account_id'|| SQL%ROWCOUNT;
9044 iem_logger(l_logmessage);
9045 --dbms_output.put_line(l_logmessage);
9046 when NO_DATA_FOUND then
9047 x_account_id := null;
9048 l_logmessage:='x_account_id fetch returned 0 rows'|| SQL%ROWCOUNT;
9049 iem_logger(l_logmessage);
9050 --dbms_output.put_line(l_logmessage);
9051 when others then
9052 x_account_id := null;
9053 l_logmessage:='x_account_id other exception';
9054 iem_logger(l_logmessage);
9055 --dbms_output.put_line(l_logmessage);
9056
9057 END;
9058
9059
9060 BEGIN
9061 SELECT s.party_site_id into x_bill_to_site_id
9062 FROM hz_party_sites s,
9063 hz_parties p,
9064 hz_locations l,
9065 hz_party_site_uses u
9066 WHERE p.party_id = p_customer_id
9067 AND p.party_id = s.party_id
9068 AND s.status = 'A'
9069 AND s.location_id = l.location_id
9070 AND s.party_site_id = u.party_site_id
9071 AND u.site_use_type = 'BILL_TO'
9072 AND u.primary_per_type = 'Y'
9073 AND u.status = 'A';
9074
9075
9076 l_logmessage:='billtosite id is: '|| x_bill_to_Site_id ;
9077 iem_logger(l_logmessage);
9078 --dbms_output.put_line(l_logmessage);
9079
9080 EXCEPTION
9081 when TOO_MANY_ROWS then
9082 x_bill_to_site_id := null;
9083 x_ship_to_site_id := null;
9084 l_logmessage:=' fetch returned too many rows for bill_to_site_id'|| SQL%ROWCOUNT;
9085 iem_logger(l_logmessage);
9086 --dbms_output.put_line(l_logmessage);
9087 when NO_DATA_FOUND then
9088 l_logmessage:='bill_to_Site_id fetch returned 0 rows'|| SQL%ROWCOUNT;
9089 iem_logger(l_logmessage);
9090 --dbms_output.put_line(l_logmessage);
9091 when others then
9092 l_logmessage:='bill_to_site_id other exception';
9093 iem_logger(l_logmessage);
9094 --dbms_output.put_line(l_logmessage);
9095
9096 END;
9097
9098 BEGIN
9099 SELECT s.party_site_id into x_ship_to_site_id
9100 FROM hz_party_sites s,
9101 hz_parties p,
9102 hz_locations l,
9103 hz_party_site_uses u
9104 WHERE p.party_id = p_customer_id
9105 AND p.party_id = s.party_id
9106 AND s.status = 'A'
9107 AND s.location_id = l.location_id
9108 AND s.party_site_id = u.party_site_id
9109 AND u.site_use_type = 'SHIP_TO'
9110 AND u.primary_per_type = 'Y'
9111 AND u.status = 'A';
9112
9113
9114 l_logmessage:='ship_to_site_id is:' || x_ship_to_Site_id;
9115 iem_logger(l_logmessage);
9116 --dbms_output.put_line(l_logmessage);
9117
9118 EXCEPTION
9119 when TOO_MANY_ROWS then
9120 x_bill_to_site_id := null;
9121 x_ship_to_site_id := null;
9122 l_logmessage:=' fetch returned too many rows for ship_to_site_id'|| SQL%ROWCOUNT;
9123 iem_logger(l_logmessage);
9124 --dbms_output.put_line(l_logmessage);
9125 when NO_DATA_FOUND then
9126 l_logmessage:='ship_to_Site_id fetch returned 0 rows'|| SQL%ROWCOUNT;
9127 iem_logger(l_logmessage);
9128 --dbms_output.put_line(l_logmessage);
9129 when others then
9130 l_logmessage:='ship_to_site_id other exception';
9131 iem_logger(l_logmessage);
9132 --dbms_output.put_line(l_logmessage);
9133 END;
9134
9135 l_logmessage:=' x_bill_to_Site: '|| x_bill_to_Site_id ||' x_ship_to_site_id:'|| x_ship_to_site_id ||' x_bill_ship_account_id:'||x_account_id;
9136 iem_logger(l_logmessage);
9137 --dbms_output.put_line(l_logmessage);
9138
9139
9140 END getBillToShipTo;
9141
9142 -- end for bug 12663292
9143
9144
9145
9146
9147 FUNCTION GET_TAG_DATA
9148 ( p_start_tag IN VARCHAR2,
9149 p_end_tag IN VARCHAR2,
9150 p_message_id IN NUMBER
9151 ) return VARCHAR2
9152 IS
9153 l_start_pos number;
9154 l_end_pos number;
9155 l_length number;
9156 l_body varchar2(32000);
9157 l_start_tag VARCHAR2(300);
9158 l_end_tag VARCHAR2(300);
9159 l_token varchar2(5000);
9160 l_logmessage varchar2(2000):=' ';
9161
9162 cursor c_msg_body (l_message_id IN NUMBER)
9163 IS
9164 select upper(value) email
9165 from IEM_MS_MSGBODYS
9166 where message_id = l_message_id
9167 order by order_id asc;
9168 BEGIN
9169
9170 l_logmessage:='tag processing ';
9171 iem_logger(l_logmessage);
9172 --dbms_output.put_line(l_logmessage);
9173 l_logmessage:='message_id '|| p_message_id ;
9174 iem_logger(l_logmessage);
9175 --dbms_output.put_line(l_logmessage);
9176 --get the body
9177 for msg in c_msg_body(p_message_id)
9178 LOOP
9179 l_body:= l_body || msg.email;
9180 END LOOP;
9181
9182 --set everything to uppercase to prevent case validation run time error
9183 l_start_tag := upper(p_start_tag);
9184 l_end_tag := upper(p_end_tag);
9185
9186 --get the start position for for the tag
9187 l_start_pos := INSTR(l_body,l_start_tag);
9188
9189 --get the first occurance of the end position of the tag
9190 l_end_pos := INSTR(l_body,l_end_tag,l_start_pos,1);
9191
9192 --get the length between the start and the end position.
9193 l_length := l_end_pos - l_start_pos;
9194
9195 --get all the characters starting from the start tag till the starting of the end tag
9196 --note this includes the start tag
9197 l_token := SUBSTR(l_body,l_start_pos,l_length);
9198
9199 --since we grabbed everything including the start tag
9200 --we need to replace the start tag with blank to get the raw value of the tag data
9201 l_token := REPLACE(l_token,l_start_tag,'');
9202
9203 --trim the text so that leading and trailing spaces are taken out.
9204 l_token := TRIM(l_token);
9205
9206 l_logmessage:='start_tag '|| l_Start_tag ;
9207 iem_logger(l_logmessage);
9208 --dbms_output.put_line(l_logmessage);
9209 l_logmessage:='end tag '|| l_end_tag ;
9210 iem_logger(l_logmessage);
9211 --dbms_output.put_line(l_logmessage);
9212 l_logmessage:='value '|| l_token ;
9213 iem_logger(l_logmessage);
9214 --dbms_output.put_line(l_logmessage);
9215 -- return the trimmed information to the calling program
9216 return l_token;
9217
9218 END GET_TAG_DATA;
9219
9220
9221 --siahmed end of 12.1.3 advanced sr processing
9222
9223 end IEM_EMAIL_PROC_PVT;
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