Search Results cs_incidents_all_b

The CS_INCIDENTS_ALL_B table is a fundamental entity within Oracle E-Business Suite (EBS) versions 12.1.1 and 12.2.2, serving as the primary repository for incident management data in the Oracle Service Contracts and Oracle TeleService modules. This table stores the core transactional records for service requests, incidents, and cases, enabling organizations to track, manage, and resolve customer issues efficiently. Below is a detailed breakdown of its structure, functionality, and integration within Oracle EBS.

Table Structure and Key Columns

The CS_INCIDENTS_ALL_B table is designed with a comprehensive set of columns to capture incident-related attributes. Key columns include:

• INCIDENT_ID: The primary key, uniquely identifying each incident record.
• INCIDENT_NUMBER: A user-friendly identifier for the incident, often auto-generated.
• INCIDENT_TYPE_ID: Classifies the incident (e.g., service request, complaint).
• STATUS_ID: Reflects the current lifecycle stage (e.g., Open, In Progress, Closed).
• CUSTOMER_ID: Links to the HZ_PARTIES table to associate the incident with a customer.
• CREATION_DATE and LAST_UPDATE_DATE: Track audit timestamps.
• SEVERITY_ID and URGENCY_ID: Define the priority of the incident.
• CONTRACT_ID: References the OKC_K_HEADERS_B table for service contract associations.

Functionality and Business Process Integration

The table plays a pivotal role in Oracle EBS's service management workflows. When a customer raises a service request, the system creates a record in CS_INCIDENTS_ALL_B, which triggers downstream processes such as assignment, resolution, and contract validation. Integration with modules like Oracle Inventory (MTL_SYSTEM_ITEMS_B) and Oracle Order Management (OE_ORDER_HEADERS_ALL) ensures seamless tracking of products and orders tied to incidents. Additionally, the table supports SLA (Service Level Agreement) management by storing metrics like response and resolution times.

Technical Considerations

As a multi-org enabled table, CS_INCIDENTS_ALL_B includes the ORG_ID column to partition data by operating unit, ensuring data security and compliance. Indexes on columns like INCIDENT_ID, CUSTOMER_ID, and CONTRACT_ID optimize query performance for high-volume transactional environments. The table also integrates with Oracle Workflow for automated routing and approvals, leveraging the WF_ITEM_TYPE and WF_ITEM_KEY columns.

Customization and Extensibility

Oracle EBS allows extensions to CS_INCIDENTS_ALL_B through descriptive flexfields (DFFs) and custom columns, enabling organizations to tailor the table to industry-specific requirements. For example, healthcare providers might add fields for patient IDs, while manufacturing firms could include equipment serial numbers. However, direct modifications to the table schema are discouraged; instead, Oracle recommends using APIs or the Oracle Application Framework for custom logic.

Conclusion

In summary, CS_INCIDENTS_ALL_B is a critical component of Oracle EBS's service management architecture, providing a robust foundation for incident tracking, customer support, and contract enforcement. Its design ensures scalability, flexibility, and integration with other EBS modules, making it indispensable for organizations leveraging Oracle's service-oriented applications.