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Overview
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Overview

The JTF_IH_WRAP_UPS table is a core data object within the Oracle E-Business Suite (EBS) 12.1.1 and 12.2.2 releases, specifically for the Interaction History module (JTF_IH) under the CRM Foundation (JTF). Its primary role is to standardize and store the contextual metadata required to finalize, or "wrap up," a customer interaction record. When an application logs an interaction—such as a service request, a call, or a marketing activity—it must provide specific qualifying information to give the interaction proper business context. This table serves as the central repository for that mandatory wrap-up data, ensuring consistency and completeness for downstream reporting and analysis of customer touchpoints across the CRM suite.

Key Information Stored

The table's structure is designed to capture the outcome and categorization of an interaction through foreign key relationships to standard code sets. The primary key is the WRAP_ID, a unique system-generated identifier for each wrap-up record. The most critical columns are foreign keys that link to master tables defining permissible values. These include OUTCOME_ID (linking to JTF_IH_OUTCOMES_B), which classifies the final status of the interaction (e.g., Resolved, Pending). The REASON_ID (JTF_IH_REASONS_B) and RESULT_ID (JTF_IH_RESULTS_B) provide further granularity on why an outcome occurred and the specific result achieved. The ACTION_ACTIVITY_ID (JTF_IH_ACTIVITIES) can link to a follow-up task. Finally, SOURCE_CODE_ID and SOURCE_CODE (both referencing AMS_SOURCE_CODES) identify the origin or campaign associated with the interaction.

Common Use Cases and Queries

A primary use case is generating interaction history reports that analyze agent performance or customer issue resolution trends. For instance, a report might summarize the count of interactions by their outcome and reason. A typical query would join JTF_IH_WRAP_UPS to the interaction header table (JTF_IH_INTERACTIONS) and the referenced code tables. Developers implementing custom integrations that create interaction records must populate this table correctly. A common SQL pattern retrieves wrap-up details for a specific interaction or a set of interactions within a date range, joining to the descriptive columns in the referenced "_B" tables.

SELECT i.interaction_id, w.wrap_id, o.name outcome, r.name reason
FROM jtf_ih_interactions i,
     jtf_ih_wrap_ups w,
     jtf_ih_outcomes_tl o,
     jtf_ih_reasons_tl r
WHERE i.interaction_id = w.interaction_id
  AND w.outcome_id = o.outcome_id
  AND w.reason_id = r.reason_id
  AND o.language = USERENV('LANG')
  AND r.language = USERENV('LANG');

Related Objects

The JTF_IH_WRAP_UPS table maintains integral relationships with several master code tables and the activity table, as documented in the ETRM metadata. The following are the key foreign key dependencies:

  • AMS_SOURCE_CODES: Joined via JTF_IH_WRAP_UPS.SOURCE_CODE_ID and JTF_IH_WRAP_UPS.SOURCE_CODE to identify the interaction source.
  • JTF_IH_OUTCOMES_B: Joined via JTF_IH_WRAP_UPS.OUTCOME_ID for the interaction outcome.
  • JTF_IH_REASONS_B: Joined via JTF_IH_WRAP_UPS.REASON_ID for the outcome reason.
  • JTF_IH_RESULTS_B: Joined via JTF_IH_WRAP_UPS.RESULT_ID for the interaction result.
  • JTF_IH_ACTIVITIES: Joined via JTF_IH_WRAP_UPS.ACTION_ACTIVITY_ID to link a follow-up activity.

This table is typically a child of the main interaction header table, JTF_IH_INTERACTIONS, though that specific relationship is not listed in the provided metadata excerpt.