Search Results cs_interaction_pvt




Overview
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Overview

The APPS.CS_INTERACTION_PVT package body is a private API component within the Oracle E-Business Suite Customer Service (CS) module. Its classification as a "PVT" (private) package indicates that it is intended to be invoked internally by other Customer Service packages rather than called directly by external applications, forms, or concurrent programs. The package encapsulates the core business logic for creating and managing customer interaction records — the transactional entities that capture the details of a service interaction between a customer and an agent. In the Oracle EBS architecture, interaction records underpin the Service Request, telephony, and multichannel contact-center functionality, providing the persistent audit trail of customer contacts that other service processes consume.

Key Procedures and Functions

The ETRM metadata documents a single public procedure exposed by this package body:

  • CREATE_INTERACTION — This procedure performs the core insertion and initialization logic for a new customer interaction. It accepts the interaction attributes required to build a valid CS_INTERACTIONS row (such as interaction identifiers, media type, direction, and contextual references), validates the input, applies the sequence-generated primary key value, and persists the record. It is responsible for the field defaults, validation against Customer Service lookups, and the standard Oracle Application Object Library (AOL) message and error handling conventions. As a private API, it is not documented with an externally published parameter list; callers should treat the signature as internal and use the supported public interface provided by higher-level CS packages.

Tables Accessed

The package directly references three database objects via APPS synonyms:

  • CS_INTERACTIONS — The primary base table storing customer interaction records. The CREATE_INTERACTION procedure inserts into this table, establishing the parent interaction header row.
  • CS_INTERACTIONS_S — The sequence definition associated with the CS_INTERACTIONS table. It supplies the unique INTERACTION_ID primary key value required before the row can be inserted.
  • DUAL — The standard Oracle single-row utility table, used for lightweight selects such as sequence value retrieval (SELECT sequence.NEXTVAL FROM DUAL) and similar scalar expressions.

All table access is performed through APPS-owned synonyms, which is consistent with the shared APPS schema design of EBS Release 12.1.1 and 12.2.2.

Usage Notes

CS_INTERACTION_PVT is a dependency-rich private package. The ETRM record shows it depends on CS_CORE_UTIL, CS_INTERACTION_UTL, FND_API, and FND_MSG_PUB, indicating that it uses shared Customer Service utilities, the standard EBS API error-handling framework, and the AOL message stack for validation and diagnostic handling. Notably, the metadata states the package "is not referenced by any database object, suggesting the reference relationship is resolved at runtime rather than through a compiled dependency, with five other packages reporting a dependency on it in the wider ETRM catalog.

Because this is a PVT package, it should not be called directly from custom forms, concurrent programs, or personalized code. Customizations that need to create interactions should invoke the supported public Customer Service API instead, which in turn delegates to this private layer. Direct invocation risks bypassing validation, message-stack conventions, and multi-org or security checks enforced by the public interface, and it may break when Oracle patches the internal signature. When diagnosing interaction-creation failures, developers should inspect the AOL message stack populated via FND_MSG_PUB and verify that the CS_INTERACTIONS and CS_INTERACTIONS_S objects remain valid after patching or cloning. Database cloning or DDL changes affecting CS_INTERACTIONS can invalidate the package, so status should be recompiled and verified within the APPS schema after such operations.