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The CS_HZ_SR_CONTACT_PNTS_AUDIT table in Oracle E-Business Suite (EBS) versions 12.1.1 and 12.2.2 plays a critical role in auditing changes related to service request (SR) contact points within the Customer Support (CS) module. This table is part of the larger Oracle Trading Community Architecture (TCA) framework, which manages customer and partner data across multiple applications. Below is a detailed analysis of its purpose, structure, and functional relevance in Oracle EBS.

Purpose and Functional Context

The CS_HZ_SR_CONTACT_PNTS_AUDIT table serves as an audit trail for modifications made to service request contact points, ensuring data integrity and compliance with business processes. In Oracle EBS, service requests are used to track customer issues, inquiries, or service requirements. Contact points associated with these requests (e.g., phone numbers, email addresses) are stored in the HZ_SR_CONTACT_POINTS table. The audit table captures historical changes to these contact points, including inserts, updates, and deletions, enabling administrators to track who made changes, when, and what the previous values were.

Table Structure and Key Columns

The table's structure typically includes the following key columns:
  • AUDIT_ID: A unique identifier for each audit record.
  • SR_CONTACT_POINT_ID: References the original record in HZ_SR_CONTACT_POINTS.
  • CONTACT_POINT_TYPE: Indicates the type of contact point (e.g., PHONE, EMAIL).
  • OLD_VALUE and NEW_VALUE: Store the before-and-after values of the modified contact point.
  • AUDIT_ACTION: Specifies the type of operation (INSERT, UPDATE, DELETE).
  • AUDIT_DATE and AUDITED_BY: Capture the timestamp and user responsible for the change.

Integration with Oracle TCA and Service Request Modules

The table integrates with Oracle TCA, which provides a unified customer data model. When a service request is created or updated, contact point changes are logged in CS_HZ_SR_CONTACT_PNTS_AUDIT to maintain a historical record. This is particularly useful for compliance, troubleshooting, and reporting. For example:
  • Compliance: Organizations can demonstrate adherence to data governance policies by showing a traceable audit trail.
  • Customer Support: Support teams can review past contact point changes to resolve disputes or investigate issues.
  • Data Recovery: In case of accidental modifications, historical data can be restored using audit records.

Technical Considerations

In Oracle EBS 12.1.1 and 12.2.2, the audit table is typically populated via database triggers or application logic. Key technical aspects include:
  • Performance Impact: Frequent updates to service request contact points may increase the size of the audit table, requiring periodic archiving.
  • Indexing: Proper indexing on columns like SR_CONTACT_POINT_ID and AUDIT_DATE is essential for efficient querying.
  • Purge Policies: Organizations may implement data retention policies to manage table growth.

Conclusion

The CS_HZ_SR_CONTACT_PNTS_AUDIT table is a vital component of Oracle EBS's auditing framework, ensuring transparency and accountability for service request contact point changes. Its integration with TCA and the Service Request module underscores its importance in maintaining accurate customer data. Proper management of this table—through indexing, archiving, and retention policies—is critical for optimal system performance and regulatory compliance.