Search Results jtf_ih_result_reasons




Overview
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Overview

The JTF_IH_RESULT_REASONS table is a core intersection table within the Oracle E-Business Suite (EBS) CRM Foundation module. It serves as a critical junction object in the Interaction History (IH) schema, which manages customer interaction data. Its primary function is to define and enforce valid combinations of outcomes (results) and their associated explanatory codes (reasons) for customer service activities, such as service requests or call center interactions. This table ensures data integrity by allowing only pre-defined, business-rule-compliant reason codes to be linked to a specific result type, thereby standardizing the classification of interaction outcomes across the CRM application.

Key Information Stored

The table's structure is minimalistic, designed solely to manage the many-to-many relationship between results and reasons. Its two key columns, which together form the table's composite primary key, are RESULT_ID and REASON_ID. The RESULT_ID column stores a foreign key reference to a specific outcome defined in the JTF_IH_RESULTS_B table, such as "Closed" or "Resolved." The REASON_ID column stores a foreign key reference to a specific explanatory code defined in the JTF_IH_REASONS_B table, such as "Customer Satisfied" or "Part Ordered." Each unique row in this table represents one permissible reason for a given result.

Common Use Cases and Queries

This table is central to configuring and reporting on interaction dispositions. Administrators use it to set up which reason codes are available for selection when an agent applies a specific result to a service request. A common reporting use case involves analyzing the frequency of closure reasons. A typical query would join this table to its parent tables to retrieve meaningful descriptions:

  • Retrieving all valid reason codes for a specific result: SELECT r.reason_code, r.reason_name FROM jtf_ih_result_reasons rr, jtf_ih_reasons_b r WHERE rr.reason_id = r.reason_id AND rr.result_id = <RESULT_ID>;
  • Reporting on the count of service requests closed with each reason: SELECT res.result_code, rea.reason_name, COUNT(*) FROM jtf_ih_result_reasons rr, jtf_ih_results_b res, jtf_ih_reasons_b rea, jtf_ih_interactions i WHERE rr.result_id = res.result_id AND rr.reason_id = rea.reason_id AND i.result_id = rr.result_id AND i.reason_id = rr.reason_id GROUP BY res.result_code, rea.reason_name;

Related Objects

The JTF_IH_RESULT_REASONS table is intrinsically linked to two master tables via foreign key constraints, forming the core of the result-reason data model.

  • JTF_IH_RESULTS_B: The master table for interaction result codes. The foreign key from JTF_IH_RESULT_REASONS.RESULT_ID references JTF_IH_RESULTS_B.RESULT_ID.
  • JTF_IH_REASONS_B: The master table for interaction reason codes. The foreign key from JTF_IH_RESULT_REASONS.REASON_ID references JTF_IH_REASONS_B.REASON_ID.

This table is typically referenced by transactional tables that store the actual interaction data, such as JTF_IH_INTERACTIONS, which would store the selected RESULT_ID and REASON_ID pair for a completed interaction.