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The CSF_R_REQUEST_FILTERS table in Oracle E-Business Suite (EBS) versions 12.1.1 and 12.2.2 is a critical data structure within the Customer Support Foundation (CSF) module, primarily used for managing service request filtering criteria. This table stores predefined or user-configured filters that enable efficient querying, categorization, and retrieval of service requests (SRs) based on specific attributes, such as status, priority, customer, or custom criteria. Below is a detailed technical breakdown of its purpose, structure, and integration within Oracle EBS.

1. Purpose and Functional Role

The CSF_R_REQUEST_FILTERS table acts as a repository for filter definitions applied to service requests in the CSF module. These filters facilitate:
  • Custom Views: Users can save personalized search conditions (e.g., "High-Priority Open SRs") for quick access.
  • Workflow Automation: Filters may trigger workflows or assignments based on dynamic criteria.
  • Reporting: Enables filtered data extraction for analytical purposes.
It integrates with the CSF_R_REQUESTS table (core SR data) and other CSF components to streamline service management.

2. Key Columns and Structure

The table typically includes the following columns (specifics may vary by EBS version):
  • FILTER_ID: Primary key, uniquely identifying each filter.
  • FILTER_NAME: User-defined name for the filter (e.g., "My Open SRs").
  • DESCRIPTION: Optional details about the filter's purpose.
  • CRITERIA: XML or structured text defining filter logic (e.g., "STATUS = 'OPEN'").
  • CREATED_BY / CREATION_DATE / LAST_UPDATED_BY / LAST_UPDATE_DATE: Audit columns tracking filter lifecycle.
  • RESOURCE_ID: Links to JTF_RS_RESOURCE_EXTNS if the filter is user-specific.
  • PUBLIC_FLAG: Determines if the filter is shared (Y/N).

3. Integration with Oracle EBS Modules

The table interacts with:
  • Service Request UI: Filters populate dropdowns in the "Advanced Search" or "Saved Views" sections of the SR console.
  • Workflow Engine: Filter conditions may be referenced in CSF workflows (e.g., auto-assigning SRs matching criteria).
  • CRM Foundation: Leverages JTF tables for resource/team associations.

4. Technical Considerations

  • Performance: Complex criteria (e.g., joins across multiple tables) may impact query performance. Indexes on FILTER_ID and frequently queried columns are recommended.
  • Customization: Modifying filter logic via the CRITERIA column requires validation to avoid SQL injection risks.
  • Upgrades: Filters may need review during EBS upgrades if underlying SR schema changes.

5. Common Use Cases

  • Agent Productivity: Support agents save filters for their assigned queues.
  • Escalation Rules: Filters identify SRs meeting escalation thresholds (e.g., aging).
  • Dashboards: Embedded in BI tools to visualize filtered SR metrics.

Conclusion

The CSF_R_REQUEST_FILTERS table is a pivotal component in Oracle EBS CSF, enabling dynamic, user-centric management of service requests. Its design balances flexibility (through customizable criteria) with integration to core EBS modules, ensuring efficient service delivery. Administrators should monitor its usage to optimize performance and maintain data integrity.