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The IEX_CASE_DEFINITIONS table in Oracle E-Business Suite (EBS) versions 12.1.1 and 12.2.2 is a critical data structure within the Oracle Interaction Center (IEX) module. This table stores metadata and configuration details for case definitions, which serve as templates for creating and managing cases in the system. Below is a detailed technical summary of its purpose, structure, and relevance in Oracle EBS.

Purpose and Functional Context

The IEX_CASE_DEFINITIONS table is part of Oracle's Interaction Center (IEX) module, which facilitates customer service and case management. Case definitions act as blueprints for creating standardized cases, ensuring consistency in handling customer inquiries, service requests, or issues. The table stores attributes such as case categories, workflows, priorities, and default values, enabling automated case creation and routing based on predefined rules.

Key Columns and Structure

The table consists of several important columns, including:

CASE_DEFINITION_ID: Primary key, uniquely identifying each case definition.
NAME: A descriptive name for the case definition.
DESCRIPTION: Additional details about the case definition.
CATEGORY_ID: References the case category (linked to IEX_CASE_CATEGORIES).
PRIORITY_ID: Default priority level for cases created using this definition.
STATUS_ID: Default status for newly created cases.
WORKFLOW_ID: Associates a workflow process (from WF_PROCESSES) for automation.
CREATED_BY and LAST_UPDATED_BY: Audit columns tracking user modifications.
CREATION_DATE and LAST_UPDATE_DATE: Timestamps for record changes.

Integration with Other Modules

The IEX_CASE_DEFINITIONS table integrates with multiple Oracle EBS modules:

Oracle Service (CS): Links case definitions to service requests for tracking and resolution.
Oracle Workflow (WF): Uses workflow definitions to automate case routing and approvals.
Oracle CRM Foundation (JTF): Enables customer interaction tracking and history.

Technical Considerations

Indexing: The primary key (CASE_DEFINITION_ID) is indexed for performance. Additional indexes may exist on CATEGORY_ID or WORKFLOW_ID for join operations.
Foreign Key Constraints: Relationships with IEX_CASE_CATEGORIES, WF_PROCESSES, and other reference tables ensure data integrity.
API Usage: Oracle provides PL/SQL APIs (e.g., IEX_CASE_DEFINITIONS_PKG) to programmatically manage case definitions.
Data Security: Access is controlled via Oracle's Function Security and Responsibility-based roles.

Customization and Extensions

Organizations often extend the functionality of case definitions by:

Adding custom attributes via descriptive flexfields (DFFs).
Creating triggers or business events to enforce validation rules.
Integrating with external systems using Oracle Integration Bus (OIB) or REST APIs.

Conclusion

The IEX_CASE_DEFINITIONS table is a foundational component of Oracle EBS's case management framework, enabling structured and automated handling of customer interactions. Its design supports scalability, integration, and customization, making it essential for organizations leveraging Oracle IEX for customer service operations. Understanding its structure and relationships is crucial for system administrators, developers, and functional consultants working with Oracle EBS 12.1.1 or 12.2.2.

Lookup Type: IEX_CURE_ACTIONS 12.1.1
product: IEX - Collections , meaning: IEX: Cure Actions , description: Actins to take in the history screen ,
Lookup Type: IEX_CURE_ACTIONS 12.2.2
product: IEX - Collections , meaning: IEX: Cure Actions , description: Actins to take in the history screen ,
Lookup Type: IEX_CURE_REFUND_STATUS 12.2.2
product: IEX - Collections , meaning: IEX: Cure Refund Status , description: Collections Vendor Cure Refund Status ,
Lookup Type: IEX_CURE_REFUND_STATUS 12.1.1
product: IEX - Collections , meaning: IEX: Cure Refund Status , description: Collections Vendor Cure Refund Status ,
Concurrent Program: IEX_SEND_CURE_REQUEST 12.1.1
execution_filename: IEX_CURE_REQUEST_PUB.SEND_CURE_REQUEST , product: IEX - Collections , user_name: IEX_SEND_CURE_REQUEST , description: Send Cure Request to Vendor or Guarantor for Lease Contracts , argument_method: Standard , enabled: No , execution_method: PL/SQL Stored Procedure ,
Concurrent Program: IEX_SEND_CURE_REQUEST 12.2.2
execution_filename: IEX_CURE_REQUEST_PUB.SEND_CURE_REQUEST , product: IEX - Collections , user_name: IEX_SEND_CURE_REQUEST , description: Send Cure Request to Vendor or Guarantor for Lease Contracts , argument_method: Standard , enabled: No , execution_method: PL/SQL Stored Procedure ,
Lookup Type: IEX_CURE_REQUEST_TYPE 12.2.2
product: IEX - Collections , meaning: IEX: Cure Request Type , description: Collections - Cure Request Type ,
Lookup Type: IEX_CURE_REQUEST_TYPE 12.1.1
product: IEX - Collections , meaning: IEX: Cure Request Type , description: Collections - Cure Request Type ,
Lookup Type: IEX_VENDOR_REFUND_LINE_STATUS 12.1.1
product: IEX - Collections , meaning: IEX_VENDOR_REFUND_LINE_STATUS , description: Collections Vendor Cure Refund Line Status ,
Lookup Type: IEX_VENDOR_REFUND_LINE_STATUS 12.2.2
product: IEX - Collections , meaning: IEX_VENDOR_REFUND_LINE_STATUS , description: Collections Vendor Cure Refund Line Status ,
Table: IEX_CASE_DEFINITIONS 12.2.2
owner:IEX, object_type:TABLE, fnd_design_data:IEX.IEX_CASE_DEFINITIONS, object_name:IEX_CASE_DEFINITIONS, status:VALID, product: IEX - Collections , description: Hold information about the criteria which is used to identify a case.For example , a case (if it is contract) is uniquely identified by the private label, bill_to_address,currency and vendor progaram id. , implementation_dba_data: IEX.IEX_CASE_DEFINITIONS ,