Search Results action_item

Overview

CS_SR_ACTIVITIES_V is an APPS-owned database view in the Oracle E-Business Suite Service (CS) module. Its stated purpose, per the ETRM repository, is to list all activities associated with a service request. The view consolidates activity records drawn from the interaction history (JTF_IH) tables together with party, customer account, media, task, and object metadata, producing a single denormalized result set suitable for reporting, concurrent programs, and integration interfaces. Because it joins translated lookup tables (JTF_IH_OUTCOMES_TL, JTF_IH_RESULTS_TL, JTF_IH_REASONS_TL, JTF_IH_ACTION_ITEMS_TL, JTF_IH_ACTIONS_TL) using USERENV('LANG'), the view returns descriptions in the session language. The object is valid in both 12.1.1 and 12.2.2 and is documented with 12.2.2 metadata; the same definition is available in 12.1.1 with no structural change of note.

Underlying Base Objects

The view is defined over the following documented base objects, all referenced through APPS synonyms: JTF_IH_ACTIVITIES (the driving activity table), JTF_IH_INTERACTIONS, JTF_IH_MEDIA_ITEMS, JTF_IH_OUTCOMES_TL, JTF_IH_RESULTS_TL, JTF_IH_REASONS_TL, JTF_IH_ACTION_ITEMS_TL, JTF_IH_ACTIONS_TL, JTF_TASKS_B, JTF_OBJECTS_B, HZ_PARTIES, and HZ_CUST_ACCOUNTS. Joins to the lookup tables are outer joins keyed by ID and constrained to the current session language, while the joins to HZ_PARTIES, HZ_CUST_ACCOUNTS, and JTF_IH_MEDIA_ITEMS are also outer joins. The interaction-to-activity and interaction-to-party links are inner joins, so only activities tied to an interaction and a party are returned. JTF_TASKS_B and JTF_OBJECTS_B are present in the FROM clause, though the primary relationships remain centered on JTF_IH_ACTIVITIES and JTF_IH_INTERACTIONS.

Key Columns

The view exposes the standard WHO columns (CREATION_DATE, CREATED_BY, LAST_UPDATE_DATE, LAST_UPDATED_BY, LAST_UPDATE_LOGIN), the activity identifier ACTIVITY_ID and INTERACTION_ID, PARTY_ID, PARTY_NAME, and CUST_ACCOUNT_ID with ACCOUNT_NUMBER. Media and channel details are represented by MEDIA_ID, DIRECTION, MEDIA_ITEM_TYPE, the composite MEDIADIRTYPE, MEDIA_DATA, and ADDRESS. Timing is captured by START_DATE_TIME, END_DATE_TIME, and DURATION. Categorization columns include OUTCOME_ID/OUTCOME_CODE/OUT_DESC, RESULT_ID/RESULT_CODE/RSL_DESC, and REASON_ID/REASON_CODE/REA_DESC. The ACTION_DESC column is the SHORT_DESCRIPTION alias of JTF_IH_ACTIONS_TL, paired here with ACTION_ID, ACTION_ITEM_DESC (alias of ACI.SHORT_DESCRIPTION), and the concatenated ACTITM. Object linkage is provided by OBJECT_ID, OBJECT_TYPE, OBJECT_FUNCTION, OBJECT_PARAMETERS, SOURCE_CODE, SOURCE_CODE_ID, and INTERACTION_ACTION_TYPE. Role, TASK_ID, DOC_ID, DOC_REF, and DOC_SOURCE_OBJECT_NAME complete the descriptive context.

Common Use Cases and Queries

Typical usage includes service-request activity reports, agent performance analysis, and integration extracts that need activity outcome, result, reason, and action descriptions in the user's language. A basic query filtering on the action description — the term the user searched for — is shown below.

• SELECT activity_id, interaction_id, party_name, start_date_time, action_desc FROM cs_sr_activities_v WHERE action_desc IS NOT NULL ORDER BY start_date_time DESC;
• SELECT party_name, COUNT(*) FROM cs_sr_activities_v GROUP BY party_name;
• SELECT activity_id, outcome_code, result_code, reason_code, action_desc FROM cs_sr_activities_v WHERE interaction_id = :p_interaction_id;

Because ACTION_ITEM_DESC is an inner-join column, queries filtered strictly on it may exclude activities without an associated action item; using the outer-joined ACTION_DESC avoids that restriction. For performance, queries should filter on indexed keys such as INTERACTION_ID, ACTIVITY_ID, or PARTY_ID rather than on translated description columns.