Search Results jtf_ih_reasons_b




Overview
Explore in AI Chat

Overview

The JTF_IH_REASONS_B table is a core data object within the Oracle E-Business Suite CRM Foundation module (JTF). It functions as the master repository for reason codes, which are used to categorize the outcome or result of customer interactions and activities. In the context of Oracle EBS's Interaction History and Service modules, this table provides a structured way to capture qualitative "why" information behind quantitative results. For instance, it enables an organization to record that a sales interaction resulted in a "no-sale" specifically because the "customer thought the product was too expensive," as noted in the official documentation. This data is critical for analytical reporting, process improvement, and understanding customer behavior trends across service, marketing, and sales channels.

Key Information Stored

The table's primary column is REASON_ID, which serves as the unique identifier for each reason code and is the table's primary key (JTF_IH_REASONS_B_PK). While the provided metadata does not list all columns, the structure of Oracle EBS tables typically includes standard WHO columns (CREATED_BY, CREATION_DATE, LAST_UPDATED_BY, LAST_UPDATE_DATE, LAST_UPDATE_LOGIN) for auditing, along with columns for controlling the record's lifecycle (e.g., START_DATE_ACTIVE, END_DATE_ACTIVE). The core descriptive information for each reason, such as its name and description, is stored in the related translation table, JTF_IH_REASONS_TL, which is linked via the REASON_ID foreign key. This design supports multilingual implementations.

Common Use Cases and Queries

The primary use case is to query and report on the reasons associated with completed customer interactions, service requests, or campaign results. Common operational reports analyze the frequency of specific reasons to identify common customer complaints, sales objections, or service resolution patterns. A typical analytical query might join this table to interaction data to summarize outcomes.

  • Sample Query to List Active Reasons: SELECT reason_id FROM jtf_ih_reasons_b WHERE SYSDATE BETWEEN start_date_active AND NVL(end_date_active, SYSDATE);
  • Reporting Use Case: Generating a report of all service interactions where the closure reason was "Part Unavailable" to highlight supply chain issues.
  • Data Validation: Ensuring data integrity by verifying that a REASON_ID populated in JTF_IH_INTERACTIONS exists in JTF_IH_REASONS_B.

Related Objects

As indicated by the foreign key relationships, JTF_IH_REASONS_B is a central reference table for several key transactional and setup tables in the Interaction History schema. The REASON_ID column is referenced by:

  • JTF_IH_INTERACTIONS: The main interaction transaction table.
  • JTF_IH_ACTIVITIES: Tracks activities associated with interactions.
  • JTF_IH_RESULT_REASONS & JTF_IH_CAMPAIGN_RESULT_REASONS: Likely setup tables mapping reasons to specific outcomes or campaign types.
  • JTF_IH_WRAP_UPS: Associates reasons with agent wrap-up codes for post-call processing.
  • JTF_IH_REASONS_TL: The translation table holding the language-specific names and descriptions for each reason code.

This extensive referencing underscores the table's fundamental role in categorizing and analyzing the outcomes of customer engagements throughout the CRM suite.