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Overview
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Overview

APPS.IEU_UWQ_ESC_MYOWN_V is a reporting and integration view within the Oracle E-Business Suite (EBS) 12.1.1 and 12.2.2 environments. It is a component of the Oracle Telephony Manager (formerly Interaction Center/Email Center) and the Universal Work Queue (UWQ) framework, which underpins agent-facing work lists in CRM modules. The view exposes escalation records that are relevant to a specific resource — the "my own" designation in the view name signals that it filters or presents escalations belonging to the current agent or resource context, driven through the FND_GLOBAL package.

Functionally, the view shapes escalation data for consumption by UWQ work-item providers. It maps escalation attributes into the terminology expected by the IEU (Interaction/Email/Escalation Utility) integration layer, adding derived columns such as IEU_OBJECT_FUNCTION, IEU_OBJECT_PARAMETERS, IEU_PARAM_PK_COL, and IEU_PARAM_PK_VALUE. This makes the view suitable for constructing work queue items that reference an escalation by its primary key, allowing the UWQ engine to route and launch the appropriate escalation UI when an agent selects a work item.

Underlying Base Objects

The view is defined as a join between two documented sources:

  • JTF_ESC_UWQ_V — a view supplying the escalation detail columns (Escalation_id, Escalation_Number, Escalation_Name, Escalation_Status, and related attributes). This is the primary data provider aliased as "a" in the view text.
  • JTF_OBJECTS_B — a synonym/base table providing object definition metadata for the object code 'ESC'. The join condition b.object_code = 'ESC' restricts the result to the Escalation object, supplying the object_function and object_parameters used to launch the escalation resource.

Documented referenced base objects additionally include the packages FND_GLOBAL, JTF_EC_UTIL, and JTF_TASK_UTL, which supply session context (resource_id, resource_type) and supporting utility logic used by the underlying views and the UWQ framework at runtime.

Key Columns

  • IEU_OBJECT_FUNCTION — the function reference used by UWQ to launch the escalation object.
  • IEU_OBJECT_PARAMETERS — parameters passed to that function.
  • IEU_PARAM_PK_COL / IEU_PARAM_PK_VALUE — the primary key column name ('Escalation_id') and its character-converted value, enabling generic work-item key handling.
  • Escalation_id, Escalation_Number, Escalation_Name — the escalation identifier and its descriptive labels.
  • Escalation_Status, Escalation_Level, Escalation_Level_Name — status and escalation-level classification.
  • Open_Date, Target_Date — timing attributes for aging and SLA-style reporting.
  • Owner_type_code, Owner_id, Owner — ownership assignment of the escalation.
  • Customer_name, Cust_account_number — customer context for the escalation.
  • Requester_Name, Resource_id, Resource_type — the requester and the current resource context (the "my own" scope).
  • Object_name, Object_code, Ref_Doc_Id, Ref_Doc_Number — the linked business object and reference document.

Common Use Cases and Queries

Typical uses include UWQ work-list population, agent dashboards, and escalation aging reports filtered to the signed-on user. A representative query follows:

  • List open escalations owned by the current user:
    SELECT escalation_number, escalation_name, escalation_status, target_date
    FROM apps.ieu_uwq_esc_myown_v
    WHERE escalation_status = 'OPEN'
    ORDER BY target_date;
  • Retrieve escalation identifiers and their UWQ launch parameters:
    SELECT escalation_id, ieu_param_pk_value, ieu_object_function, ieu_object_parameters
    FROM apps.ieu_uwq_esc_myown_v;
  • Report upcoming target dates with customer context:
    SELECT escalation_number, customer_name, cust_account_number, target_date
    FROM apps.ieu_uwq_esc_myown_v
    WHERE target_date >= SYSDATE;

Because the view is built over UWQ and escalation framework objects, direct DML is not supported; it should be used for querying and integration only. Users should reference it with the APPS schema prefix and confirm that the corresponding escalation responsibility and UWQ configuration are enabled.