Results for “tasks_b”

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

Overview

IEU_ESCALATIONS_PVT is a private PL/SQL package body in the Oracle E-Business Suite Interaction Center (iSupport / Universal Work Queue) technology stack, owned by the APPS schema and classified as a PVT (private) API. Its purpose is to build and maintain the enumerator node structures that drive the Escalations node in the Universal Work Queue (UWQ) for the Interaction Center agent dashboard. The package materializes the list of escalation task buckets that an agent or resource can access, based on the resource identifier and the escalation levels defined in the JTF_TASK_ESC_LEVEL lookup.

Functionally, the package translates task records held in JTF_TASKS_B — specifically those with an entity of 'ESCALATION' that are open, not deleted, and owned by the current resource as an RS_EMPLOYEE — into enumerator records consumed by the UWQ user interface. A profile-driven gate (IEU_QEN_ESC) allows the entire Escalations node to be suppressed at the site or user level, so deployments that do not use escalation queues incur no enumeration overhead.

Key Procedures and Functions

• ENUMERATE_ESC_MYOWN_NODES — Populates the UWQ enumerator data structures for the agent's own escalation tasks. It first checks the IEU_QEN_ESC profile option and returns immediately when the profile evaluates to 'N'. It then resolves the node label from the FND_LOOKUP_VALUES_VL entries under the IEU_NODE_LABELS lookup type (view application 696, code IEU_UWQ_ESC_LBL) and constructs the node entry, assigning the view IEU_UWQ_ESC_MYOWN_V, the data source IEU_UWQ_ESC_MYOWN_DS, node depth, and related enumerator attributes. A savepoint named start_enumeration is established so that partial enumeration can be rolled back. Two cursors supply the node values: the first returns distinct escalation level meanings for tasks owned by the supplied resource, using the index hint on JTF_TASKS_B (jtf_tasks_b_n2) and joined to the JTF_TASK_ESC_LEVEL lookup; the second returns all escalation levels defined in that lookup, providing the complete set of possible nodes.
• REFRESH_ESC_MYOWN_NODES — Refreshes the previously enumerated Escalations node set for the current resource, re-driving the enumeration so that changes to the underlying JTF_TASKS_B escalation records and their escalation levels are reflected in the UWQ tree. It is the re-entry point invoked when the queue must be re-synchronized rather than built from scratch.

Tables Accessed

• JTF_TASKS_B — the base task table. The package reads open, non-deleted escalation tasks (entity = 'ESCALATION', open_flag = 'Y', deleted_flag not 'Y') owned by the resource as owner_type_code 'RS_EMPLOYEE'. The escalation_level column links each task to its lookup meaning, and the owner_id ties the node to the currently signed-in resource. The jtf_tasks_b_n2 index is explicitly hinted for the distinct-value query.
• IEU_UWQ_SEL_RT_NODES — the UWQ runtime node table where the enumerated node definitions produced by this package are persisted for the selected (SEL_ENUM_ID) enumerator.
• FND_LOOKUP_VALUES_VL — read for the JTF_TASK_ESC_LEVEL lookup (escalation level codes and meanings) and the IEU_NODE_LABELS lookup (node label text used for the UWQ node caption).

Usage Notes

This is a private package body and is not intended for direct customer invocation; it is called internally by the IEU (Interaction Center / Universal Work Queue) framework when the Escalations node is rendered or refreshed in the agent dashboard. It is referenced by zero other documented packages and by no documented forms or concurrent programs in the ETRM metadata, indicating that entry is via the UWQ enumerator engine rather than a named public API. The enumerator identifier is passed in as P_SEL_ENUM_ID, and the profile option IEU_QEN_ESC acts as the enablement switch. Because the package body carries a 2005 header (IEUEESVB.pls 120.0) and is present through 12.2.2, its behavior is stable across the 12.1.1 and 12.2.2 releases described. Customizations should avoid modifying the body and should instead use the profile option or UWQ configuration to control visibility of escalation nodes.