Search Results action_selector

Overview

CS_WF_ACTIVITIES_PKG is the Oracle Service (TeleService) workflow activity library for the Service Request item type. It contains the PL/SQL callback procedures that the Oracle Workflow engine invokes at each function activity of the Service Request process, allowing the workflow to read and mutate the state of a service request (incident) as the process progresses. The package is owned by APPS and is declared AUTHID CURRENT_USER, so all unqualified references resolve through the APPS synonyms and the session context established by the selector callback. The header comment dates the original shipment to version 115.4 (November 2002), and the package remains documented in ETRM for both 12.1.1 and 12.2.2.

The user's search term, update_owner, corresponds to the UPDATE_OWNER procedure, which is the workflow callback responsible for reassigning ownership of a service request when the process reaches an assignment or escalation step.

Key Procedures and Functions

The package exposes fifteen documented procedures and functions. The principal ones are:

• SERVEREQ_SELECTOR — Item type callback function that sets the database session context before the workflow engine begins to execute process activities.
• INITIALIZE_REQUEST — Corresponds to the INITIALIZE_REQUEST function activity; initializes the item attributes that remain constant for the duration of the workflow.
• UPDATE_REQUEST_INFO — Corresponds to the UPDATE_REQUEST_INFORMATION function activity; refreshes the service request item attributes with the most current database values, keeping item attributes in sync with the state of the request.
• SELECT_SUPERVISOR — Determines the supervisor to whom a request should be routed.
• UPDATE_OWNER — Updates the owner of the service request as part of workflow assignment; this is the procedure targeted by the search term update_owner.
• UPDATE_STATUS — Transitions the service request status in line with workflow progress.
• VALIDATE_RESPONSE_DEADLINE and RESET_RESPONSE_DEADLINE — Validate and reset the response deadline attributes used for service level tracking.
• INITIALIZE_ERRORS — Initializes error-handling attributes for the workflow.
• ACTION_SELECTOR — Selector callback that branches the process based on the state of the service request.
• IS_LAUNCHED_FROM_DISPATCH — Determines whether the request originated from the field service dispatch flow.
• IS_MOBILE_INSTALLED — Determines whether the mobile/field service component is installed.
• IS_FS_INSERT, UPDATE_FS_INTERFACE, SET_FS_WF_RESPONSE — Support field service integration, detecting inserts that must be pushed to the field service interface, writing that interface, and recording the workflow response.

All named procedures follow the standard Oracle Workflow callback signature of itemtype, itemkey, actid, funcmode, and a result OUT parameter, though parameter lists are not reproduced here.

Tables Accessed

Through APPS synonyms the package reads and writes the core Service Request tables: CS_INCIDENTS_ALL_B (the incident base table updated by UPDATE_OWNER and UPDATE_STATUS), the setup/translation tables CS_INCIDENT_SEVERITIES_TL, CS_INCIDENT_STATUSES, CS_INCIDENT_TYPES, CS_INCIDENT_TYPES_TL, and CS_INCIDENT_URGENCIES_TL (for attribute lookups and validation), and the party/location model HZ_PARTIES, HZ_PARTY_SITES, and HZ_LOCATIONS. Resource ownership is resolved through JTF_RS_RESOURCE_EXTNS, and item references through MTL_SYSTEM_ITEMS_KFV and MTL_SYSTEM_ITEMS_TL. Workflow state is read from WF_ITEM_ACTIVITY_STATUSES_H and WF_NOTIFICATIONS, and FND_LOGINS supports session context.

Usage Notes

The package is invoked by the Oracle Workflow engine, not directly by forms or concurrent programs. It is referenced by zero other PL/SQL packages, so it forms a leaf-level integration point for the Service Request item type. Customizations should avoid modifying the APPS-owned package directly; extensions should wrap or replicate the relevant callback in a custom package registered against the Service Request item type.