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Overview
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AI-generated from documented ETRM metadata — verify critical details on the linked pages.

Overview

CS_SR_UWQ_V is an APPS-owned database view within the Oracle E-Business Suite Service (CS) module. Its documented purpose is to support the Universal Work Queue (UWQ), the framework through which service agents and support representatives query and pull up Service Requests (SRs) assigned to, or visible to, the logged-in user. The view operates as a denormalized snapshot: rather than requiring the UWQ runtime to join dozens of incident, resource, party, and lookup tables on every queue refresh, CS_SR_UWQ_V pre-assembles the most frequently displayed attributes — status, severity, escalation state, owner, contact, product, and channel — into a single queryable structure. This makes it a foundational access path for the UWQ UI and for any custom reporting that needs to replicate UWQ-style SR visibility.

Underlying Base Objects

The view is defined over a broad set of synonymed and view-based objects belonging to CS, JTF, HZ, FND, MTL, and PER schemas. Documented referenced objects include:

The presence of JTF_TASKS_B and JTF_TASK_REFERENCES_B is directly relevant to the user's search term jtf_task_esc_level: escalation levels in Service are maintained through the JTF task/escalation framework, and CS_SR_UWQ_V surfaces escalation through lookup-derived columns (ESCALATED, resolved via FND_LOOKUP_VALUES/LKP1) rather than exposing the raw JTF task escalation level attribute. Consumers needing the raw escalation level must therefore join through JTF_TASKS_B/JTF_TASK_REFERENCES_B separately.

Key Columns

Common Use Cases and Queries

Typical scenarios include UWQ queue rendering, agent dashboards, and SR aging or escalation reports. A simple query filtering queues visible to the current user follows:

  • SELECT incident_number, summary, status, severity, owner, escalated FROM apps.cs_sr_uwq_v WHERE owner_id = fnd_global.user_id;
  • SELECT sr_type, COUNT(*) FROM apps.cs_sr_uwq_v GROUP BY sr_type;
  • SELECT incident_number, expected_resolution_date FROM apps.cs_sr_uwq_v WHERE expected_resolution_date < SYSDATE AND status <> 'Closed';

For escalation-level detail beyond the ESCALATED lookup meaning, query JTF_TASKS_B/JTF_TASK_REFERENCES_B directly and join back on INCIDENT_ID.