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Overview
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Overview

CS_INCIDENTS_V is an APPS-owned database view in the Oracle E-Business Suite Service (CS) module. It presents service requests (incidents) together with their descriptive attributes and denormalized lookup values, and it is the primary data source used by the main Service Request form in the Oracle Service application. The view is documented as VALID and available in both EBS 12.1.1 and 12.2.2.

From a reporting and integration perspective, CS_INCIDENTS_V is the single most convenient interface to the service request entity. Rather than joining CS_INCIDENTS_ALL_B, its translation table CS_INCIDENTS_ALL_TL, several seeded lookup views, and customer product tables, consumers query this view and receive decoded values such as incident type, status, urgency, severity, and the product revision in a single row. Because the view also exposes the ROWID of the underlying incident record through the ROW_ID column, it can be used as the basis for update-capable custom forms or for correlation logic in interfaces, although Oracle's supported extension path for the Service Request form is the CSICUMPI_PUB package that the view references.

Underlying Base Objects

The ETRM 12.2.2 metadata lists the following referenced objects: CSC_HZ_PARTIES_SELF_V, CSICUMPI_PUB, CS_CP_REVISIONS, CS_CUSTOMER_PRODUCTS, CS_CUSTOMER_PRODUCT_STATUSES, CS_HZ_SR_CONTACT_POINTS, CS_INCIDENTS_ALL_B, CS_INCIDENTS_ALL_TL, CS_INCIDENT_SEVERITIES_VL, CS_INCIDENT_STATUSES_VL, CS_INCIDENT_TYPES_VL, CS_INCIDENT_URGENCIES_VL, CS_LOOKUPS, CS_SR_OWNERS_V, CS_SR_UTIL_PKG, CS_STD, CS_SYSTEMS, FND_GLOBAL, FND_USER, HZ_CONTACT_POINTS, HZ_TIMEZONES, JTF_CUST_ACCOUNTS_ALL_V, JTF_PARTIES_ALL_V, MTL_SYSTEM_ITEMS_KFV, and PER_ALL_PEOPLE_F.

The core table is CS_INCIDENTS_ALL_B, aliased INC, which supplies every incident-level column. Its translation table CS_INCIDENTS_ALL_TL supplies the TL.SUMMARY text. The _VL views decode the incident type, severity, status, and urgency identifiers into their user-visible names. Customer product context comes from CS_CUSTOMER_PRODUCTS, CS_CP_REVISIONS, CS_CUSTOMER_PRODUCT_STATUSES, and CS_SYSTEMS, while party and contact data come from JTF_CUST_ACCOUNTS_ALL_V, JTF_PARTIES_ALL_V, CSC_HZ_PARTIES_SELF_V, HZ_CONTACT_POINTS, and HZ_TIMEZONES. Inventory item descriptions are resolved through MTL_SYSTEM_ITEMS_KFV, employee names through PER_ALL_PEOPLE_F, and the creating user name through FND_USER. CS_STD, CS_SR_UTIL_PKG, CS_SR_OWNERS_V, and CSICUMPI_PUB provide the Service module's security, defaulting, and public API logic.

Key Columns

Common Use Cases and Queries

The view supports operational dashboards, SLA and resolution reporting, integration extracts to external CRM or call-center systems, and custom LOVs that need to present open service requests for a given customer or serial number. A typical illustration of the revision column is:

  • SELECT incident_number, summary, product_revision, current_serial_number, status_code FROM apps.cs_incidents_v WHERE org_id = :p_org_id AND product_revision = :p_revision;
  • SELECT incident_type, COUNT(*) FROM apps.cs_incidents_v WHERE creation_date >= :p_from GROUP BY incident_type;
  • SELECT incident_number, employee_name, expected_resolution_date FROM apps.cs_incidents_v WHERE actual_resolution_date IS NULL AND expected_resolution_date < SYSDATE;

Because the view is defined over the _ALL tables and the security views, functional security and operating unit access are enforced as they are in the Service Request form, which makes it the appropriate source for user-facing queries rather than direct access to CS_INCIDENTS_ALL_B.