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The CS.CS_HZ_SR_CONTACT_PNTS_AUDIT table in Oracle E-Business Suite (EBS) versions 12.1.1 and 12.2.2 is a critical audit table within the Customer Support (CS) module, specifically designed to track changes made to service request (SR) contact points in the system. This table plays a vital role in maintaining data integrity, compliance, and auditability by recording historical modifications to contact point information associated with service requests. Below is a detailed breakdown of its purpose, structure, and significance in Oracle EBS.

Purpose and Context

In Oracle EBS, service requests are used to track customer issues, inquiries, or service-related activities. Contact points (such as phone numbers, email addresses, or physical addresses) linked to these service requests are essential for communication and resolution. The CS_HZ_SR_CONTACT_PNTS_AUDIT table captures audit trails of changes made to these contact points, ensuring transparency and traceability. This is particularly important for compliance with regulatory requirements (e.g., SOX, GDPR) and internal auditing processes.

Key Columns and Structure

The table typically includes the following columns (structure may vary slightly between EBS 12.1.1 and 12.2.2):
  • AUDIT_ID: Primary key, uniquely identifying each audit record.
  • CONTACT_POINT_ID: References the original contact point record in HZ_CONTACT_POINTS.
  • SERVICE_REQUEST_ID: Links to the service request in CS_INCIDENTS_ALL_B.
  • OLD_VALUE and NEW_VALUE: Capture the before-and-after state of modified attributes (e.g., phone number, email).
  • CREATED_BY and CREATION_DATE: Track who made the change and when.
  • LAST_UPDATED_BY and LAST_UPDATE_DATE: Record the last modification details.
  • CHANGE_TYPE: Indicates the type of operation (INSERT, UPDATE, DELETE).
  • AUDIT_REASON: Optional field for documenting the reason behind the change.

Integration with Other Modules

The table integrates with Oracle's Trading Community Architecture (TCA) module, which manages party and contact point data (HZ_CONTACT_POINTS). When a contact point linked to a service request is modified, the audit table logs the change, ensuring alignment between TCA and CS modules. This integration supports unified customer data management across Oracle EBS.

Functional Significance

  1. Compliance and Auditing: Provides a historical record of changes for internal/external audits.
  2. Data Recovery: Enables administrators to revert unintended modifications by referencing audit logs.
  3. Operational Transparency: Helps support teams understand contact point changes to avoid miscommunication.

Technical Considerations

  • Performance: Large audit tables may impact query performance; consider archiving older records.
  • Customization The table can be extended to include additional audit details if required.
  • Security: Access should be restricted to authorized roles (e.g., auditors, administrators).

Conclusion

The CS.CS_HZ_SR_CONTACT_PNTS_AUDIT table is a foundational component of Oracle EBS's audit framework for service request contact points. Its role in tracking changes ensures data accuracy, supports compliance, and enhances operational accountability. Organizations leveraging Oracle EBS 12.1.1 or 12.2.2 should incorporate this table into their audit and data governance strategies to maintain robust customer support processes.