Results for “cs_incidents_audit”

AI-generated from documented ETRM metadata — verify critical details on the linked pages.

Overview

APPS.CS_INCIDENT_ACTIONS_PKG is a server-side PL/SQL package body shipped with the Oracle E-Business Suite Customer Care (Service) module. Its purpose is to encapsulate the data manipulation and validation logic for incident actions — the discrete service activities, tasks, or follow-up steps that are associated with a service incident (a "CS incident"). In the EBS 12.1.1 and 12.2.2 data model, incident actions are maintained in CS_INCIDENT_ACTIONS and audited through the CS_INCIDENT_ACTION_AUDIT and CS_INCIDENTS_AUDIT tables. This package centralizes the insert, lock, update, and summary-select operations for those actions, ensuring that every change is written consistently and that audit rows are produced alongside the transactional rows. Because its interfaces are procedural rather than declarative, it can be reused both by the standard Service forms and by custom extensions without duplicating business rules.

Key Procedures and Functions

The ETRM metadata documents four entry points, classified as API type OTHER:

• INSERT_ROW — Creates a new incident-action record. It writes the supplied action attributes into CS_INCIDENT_ACTIONS (and its audit counterpart) and obtains the next surrogate key from the sequence CS_INCIDENT_ACTIONS_S. It uses the CS_INCIDENT_ACTION_AUDIT / CS_INCIDENTS_AUDIT structures so that the creation event is logged.
• LOCK_ROW — Acquires a row-level lock on an existing incident action so that concurrent updates cannot overwrite one another. This is the standard Oracle Forms "SELECT ... FOR UPDATE" pattern exposed as a callable procedure.
• UPDATE_ROW — Commits changes to an existing incident action. It updates CS_INCIDENT_ACTIONS and writes corresponding audit rows, preserving the before/after image required for incident history reporting.
• SELECT_SUMMARY — Returns a summary/derived view of the incident action data. It is used to populate read-only display or summary regions without requiring a direct query from the calling form or program. Detailed parameter lists are not published in the ETRM excerpt and are intentionally omitted here.

Tables Accessed

The package references the following objects through APPS synonyms:

• CS_INCIDENT_ACTIONS and its sequence CS_INCIDENT_ACTIONS_S — the primary transactional store of incident actions; the target of INSERT_ROW and UPDATE_ROW.
• CS_INCIDENT_ACTION_AUDIT and CS_INCIDENT_ACTION_AUDIT_S — the audit trail for the action records themselves, receiving an audit row on each insert or update.
• CS_INCIDENTS_AUDIT and CS_INCIDENTS_AUDIT_S1 — the parent incident audit tables; the package touches these to record that the incident as a whole has changed as a result of an action modification.

In addition, the dependency list shows use of APP_EXCEPTION for raising standardized errors, FND_MESSAGE for translating those errors into user-facing messages, and DUAL/STANDARD for generic PL/SQL operations. No other database object references this package, confirming it is an internal implementation unit rather than a public integration API.

Usage Notes

Because APPS.CS_INCIDENT_ACTIONS_PKG is not referenced by any other database object, it is expected to be invoked directly from the Service (CS) forms and from the incident framework that maintains actions within a service request. Typical invocation paths include:

• The Incident / Service Request Actions form, where user-driven create and update operations are routed through INSERT_ROW, LOCK_ROW, and UPDATE_ROW to guarantee audit consistency.
• Summary or history regions that call SELECT_SUMMARY to display condensed action information.
• Custom extensions, integrations, or concurrent programs that must add or modify incident actions — these should call the package rather than performing direct DML, so that the audit tables and sequence handling remain in sync.

When extending or troubleshooting, note that the package is validation-status VALID in the documented ETRM (12.2.2) environment and is an internal OTHER-classified API. Direct DML against CS_INCIDENT_ACTIONS bypasses its audit logic and is not recommended. For users researching "cs_incidents_audit," this package is the principal mechanism by which action-level changes propagate into the CS_INCIDENTS_AUDIT tables.