Results for “open_interaction”

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

Overview

APPS.IES_IH_PUB is a public PL/SQL API package belonging to the Internet Expression Server (IES) subsystem of Oracle E-Business Suite. It functions as a wrapper layer that sits between IES application logic and the underlying Interaction History infrastructure delivered by the JTF_IH_PUB package. Its purpose is to expose a simplified, IES-specific interface for creating and maintaining customer interactions and their associated activities without requiring calling code to manipulate the lower-level JTF interaction record structures directly.

The package is classified as a PUB (public) API in the ETRM 12.2.2 repository, meaning it is intended to be called from other Oracle EBS components and is considered part of the supported programmatic surface of the IES module. It is owned by APPS and is shipped under the standard naming prefix IES_, which ties it to the iMarketing and interaction management family of products. The package body header indicates a much earlier origin (a 2002 source control revision) and it has remained stable across the 12.1.1 and 12.2.2 releases.

Key Procedures and Functions

The ETRM metadata documents four procedures in this package. Each corresponds to a stage in the lifecycle of an interaction.

• OPEN_INTERACTION — Creates a new interaction record for a given party and handler. Internally it resolves the resource identifier associated with the IES user before delegating to the underlying interaction API, and returns the newly created interaction identifier to the caller.
• ADD_ACTIVITY — Attaches an activity to an existing interaction. The procedure accepts the interaction identifier together with action, action item, and script transaction identifiers, populates the activity record structure expected by the lower-level API, and returns the generated activity identifier. This is the procedure most frequently associated with the user search term "add_activity", since it is the entry point used to record that a specific agent action occurred within a live interaction.
• UPDATE_ACTIVITY — Modifies the attributes of an activity already recorded against an interaction, allowing corrections or refinements to be persisted after the initial creation.
• CLOSE_INTERACTION — Finalizes an interaction, marking it complete so that it is no longer considered open for further activity logging.

All four procedures follow the standard EBS API convention of returning a return status, a message count, and a message data element to communicate success or failure to the caller.

Tables Accessed

The documented table reference for this package is JTF_RS_RESOURCE_EXTNS, accessed through an APPS synonym. This is the resource extension table in the Oracle CRM resource manager schema. It is queried during OPEN_INTERACTION to translate the incoming IES user identifier into the corresponding resource identifier required by the interaction record. The underlying JTF_IH_PUB calls performed by this package write to the JTF interaction and activity tables, but those are accessed indirectly rather than directly within IES_IH_PUB itself.

Usage Notes

IES_IH_PUB is typically invoked from IES forms, agent-facing interaction management screens, and custom integrations that need to open or augment customer interactions. Because it is a public API, custom code may call it directly using the standard return status and message stack pattern. The ETRM metadata records that no other shipped packages reference IES_IH_PUB, confirming that it is a leaf-level entry point intended for external and form-based callers rather than an internal utility. Error handling should always inspect the returned status and message data before proceeding to dependent operations.