Search Results update_escalation

Overview

JTF_EC_PUB is a public PL/SQL package in the Oracle E-Business Suite 12.1.1 and 12.2.2 releases that provides a programmatic interface for managing escalation documents within the Oracle Interaction Center / Task Manager framework. The API is designed to create, update, and delete an escalation record together with its related reference documents, associated contacts, and contact details (contact points). The header comment identifies the file as jtfpecb.pls, version 115.11, with an original creation date of 11-SEP-2000, indicating the package has been a stable component of the JTF (Java-based Task Framework) task infrastructure since the early 11i releases and has been carried forward into the 12.x code lines.

The package follows Oracle's standard public API conventions: it initializes the return status to FND_API.G_RET_STS_SUCCESS, establishes a savepoint at the start of its operations, and returns diagnostic information through the standardized x_return_status, x_msg_count, and x_msg_data output parameters. This design allows calling programs to detect and recover from failures consistently.

Key Procedures and Functions

ETRM documents three public procedures for this package:

• CREATE_ESCALATION — Creates a new escalation document along with its related reference documents, contacts, and contact points. Internally, the package supports this operation through the private Create_Esc_Note routine, which inserts a note against the source object and returns the generated note identifier.
• UPDATE_ESCALATION — Modifies an existing escalation record. This is the procedure users typically target when searching for update_escalation, since it is the supported entry point for programmatic changes to escalation attributes, associated contacts, and reference documents.
• DELETE_ESCALATION — Removes an escalation document and its associated child records, including links to contacts, phones, and reference documents.

No function signatures beyond those documented are asserted here; parameter lists are defined in the corresponding package specification.

Tables Accessed

Through APPS synonyms, the package reads from and writes to the following tables:

• HZ_CUST_ACCOUNTS, HZ_PARTIES, HZ_PARTY_SITES — TCA registry tables used to resolve the customer, party, and site information associated with escalation contacts.
• JTF_TASKS_B, JTF_TASKS_TL — Base and translated task tables that store the escalation as a task entity.
• JTF_TASK_CONTACTS, JTF_TASK_PHONES — Contact and phone contact-point assignments for the escalation.
• JTF_TASK_REFERENCES_B — Reference documents linked to the escalation.
• JTF_TASK_STATUSES_B, JTF_TASK_STATUSES_TL — Status lookup base and translated tables used to set or validate escalation status.
• JTF_NOTES_B — Notes attached to the escalation; the private Create_Esc_Note routine returns a JTF_NOTE_ID from this table.
• PLITBLM — A generic PL/SQL table buffer type used for internal data handling.

Usage Notes

JTF_EC_PUB is normally invoked from Oracle Forms within the Interaction Center and Task Manager modules, from concurrent programs that process escalations in bulk, and from custom code that must create or maintain escalation data without going through the user interface. ETRM records six other packages as referencing JTF_EC_PUB, confirming it is a foundational dependency within the JTF task API stack. Because it is classified as a public API, direct calls from customizations are supported, provided callers check x_return_status after every call and treat any value other than FND_API.G_RET_STS_SUCCESS as a failure requiring rollback to the caller's savepoint. The internal savepoint pattern means the API does not implicitly commit; transaction control remains the responsibility of the invoking program.