Search Results apply_priority_rule

Overview

CS_SR_WORKITEM_PVT is a private PL/SQL API package owned by APPS in Oracle E-Business Suite, classified as a PVT (private) API. Its business purpose is to manage the work item records associated with service requests managed by Oracle TeleService / Service Request functionality. A work item in this context represents the unit of work that flows through a workflow-enabled service request queue, and the package encapsulates the logic required to create and update those work items in a controlled, API-driven manner consistent with Oracle's PL/SQL API standards (FND_API). The package is declared with AUTHID CURRENT_USER, meaning it executes with the privileges of the calling user rather than its owning schema, an important characteristic for a package that is invoked from multiple application entry points. The $Header directive in the source (csvsrwis.pls 120.1, dated 2006) indicates it is an established, stable component carried forward into release 12.1.1 and 12.2.2.

Key Procedures and Functions

• CREATE_WORKITEM — Creates a new work item for an incident, accepting the service request record, incident identifiers, and user/responsibility context, and returning the new work item identifier along with standard API return status and message outputs.
• UPDATE_WORKITEM — Updates an existing work item based on changes between old and new service request record values, supporting both the prior and revised service request record structures. This is the procedure most closely associated with the "update_workitem" search term.
• IS_VALUE_CHANGED — Overloaded helper function returning a Boolean result that determines whether a prior value differs from a new value. Separate overloads are provided for character and numeric value comparisons, enabling change detection during update processing.
• APPLY_PRIORITY_RULE — Applies priority derivation logic to a work item, presumably evaluating the incident's attributes against the applicable priority rule.

Tables Accessed

The package operates against the following base tables through APPS synonyms:

• CS_INCIDENTS_ALL_B — The base table holding service request (incident) records. The package reads and writes incident data when creating or updating associated work items.
• CS_INCIDENTS_ALL_TL — The translation table for incident descriptive (translatable) columns, consulted to read the current incident content.
• CS_INCIDENT_SEVERITIES_B — Severity definitions, referenced when evaluating or preserving incident severity as it affects work item handling.
• CS_INCIDENT_STATUSES_B — Status definitions, used to interpret and validate the work item's status as the incident moves through its lifecycle.
• IEU_UWQM_ITEMS — The universal work queue items table. This is the central store for work items surfaced in agent-facing queues; CREATE_WORKITEM and UPDATE_WORKITEM persist and maintain the records here.

Usage Notes

As a PVT package, CS_SR_WORKITEM_PVT is not intended for direct customer invocation. It is called internally by higher-level public APIs and business logic, principally from within the service request processing stack; ETRM metadata notes that it is referenced by one other package, indicating an internal dependency rather than a broad public interface. In practice it is invoked when a service request is created or amended and the corresponding work queue item must be synchronized, such as through the service request forms or through programmatic service request updates executed by other PL/SQL components. Customizations and integrations that need to manipulate work items should call the supported public service request APIs, which in turn delegate to this package, rather than invoking the procedures here directly; doing so ensures required validation, message propagation through the FND_API message stack, and transactional consistency are preserved.