Results for “contact_address”

AI-generated from documented ETRM metadata — verify critical details on the linked pages.

Overview

CS_SR_UWQ_UNOWNED_V is an APPS-owned database view in the Oracle E-Business Suite Service (CS) module. Its purpose is to support the Universal Work Queue (UWQ), the framework used by service agents to pull work items into a single, consolidated interface. Specifically, this view exposes Service Requests (incidents) that are currently not owned — that is, incidents without an assigned agent owner — so that they can be surfaced to agents for assignment and action. The view presents a snapshot of the most operationally relevant attributes of each unowned service request, including Status, Severity, Escalation, Urgency, and Coverage information.

Within the EBS 12.1.1 and 12.2.2 release lines, the object is catalogued with a VALID status. Because it is a view rather than a base table, it is read-only and intended purely for query and display purposes in the work queue. The presence of IEU_* columns indicates the view also carries metadata required by the Interaction/Escalation infrastructure (Intelligent Interaction/Email Center), enabling agents to act upon unresourced service requests directly from the queue.

Underlying Base Objects

The view is defined over a substantial join set spanning Service, Trading Community, and Common Applications objects. The documented referenced base objects include:

• Core Service Request tables: CS_INCIDENTS_ALL_B, CS_INCIDENTS_ALL_TL, CS_INCIDENT_STATUSES_B, CS_INCIDENT_STATUSES_TL, CS_INCIDENT_SEVERITIES_TL, CS_INCIDENT_TYPES_TL, and CS_INCIDENT_URGENCIES_TL.
• Party and contact tables: HZ_PARTIES and CS_HZ_SR_CONTACT_POINTS.
• Common objects: FND_GLOBAL (package, providing runtime security/context), FND_USER, FND_LOOKUP_VALUES, MTL_SYSTEM_ITEMS_KFV, PER_ALL_PEOPLE_F, JTF_OBJECTS_VL, JTF_TASKS_B, and JTF_TASK_REFERENCES_B.
• Service Contracts coverage view: OKS_COV_TYPES_V.

The view text joins incident header (CS_INCIDENTS_ALL_B / _TL) rows against their status, severity, and type translations, resolves the customer party via HZ_PARTIES (with a second alias for the contact party), and derives agent identity through PER_ALL_PEOPLE_F. The reference to JTF_OBJECTS_VL supplies the IEU object function and parameter metadata used by the work queue UI.

Key Columns

• INCIDENT_ID / INCIDENT_NUMBER — primary key and user-facing service request identifier.
• STATUS, SEVERITY, SR_TYPE, URGENCY, ESCALATED — translated, display-ready attributes sourced from the incident translation tables and FND lookups.
• SUMMARY — the incident summary text.
• PERSON_ORG / CONTACT_NAME / EMAIL_ADDRESS / CONTACT_ADDRESS / CONTACT_COUNTRY — customer and contact identification, resolved with DECODE logic across person and organization party types.
• OWNER_ID / OWNER / OWNER_NAME / RESOURCE_ID — assignment fields; for unowned requests these remain effectively empty or resolve to the incident owner ID.
• COVERAGE_NAME / COVERAGE_LEVEL / COVERAGE_TYPE — contract coverage detail derived from OKS_COV_TYPES_V and its importance level.
• IEU_OBJECT_FUNCTION / IEU_OBJECT_PARAMETERS / IEU_PARAM_PK_COL / IEU_PARAM_PK_VALUE — interaction-layer metadata enabling the work queue to launch actions against a specific incident.
• EXPECTED_RESOLUTION_DATE / OBLIGATION_DATE / CREATION_DATE / MODIFIED_DATE / MODIFIED_BY — SLA and audit timing information.
• PRODUCT_NAME (via MTL_SYSTEM_ITEMS_KFV) and SR_CREATION_CHANNEL — inventory item and origination channel context.

Common Use Cases and Queries

The primary consumer is the UWQ, which filters and sorts unowned incidents so agents can claim them. Direct SQL access is typically used for reporting on unassigned workload and for reconciliation against the queue. A representative query:

SELECT incident_number, severity, status, urgency, summary, person_org, creation_date
FROM apps.cs_sr_uwq_unowned_v
WHERE status = 'Open'
ORDER BY creation_date;

Because CS_SR_UWQ_UNOWNED_V itself references OKS_COV_TYPES_V, its coverage columns are the authoritative link between unowned service requests and active contract entitlements — useful for prioritising requests backed by service agreements. Queries should always respect the access controls applied by FND_GLOBAL and the standard EBS security model, and large extracts should be constrained by status or date ranges to limit the underlying multi-table join cost.