Search Results assign_task_resource

Overview

CS_SR_TASK_AUTOASSIGN_PKG is an Oracle E-Business Suite service module package owned by APPS that supports rule-based auto-assignment of resources to service request tasks. Its role is to evaluate the attributes of a task within the Service (CS) schema — together with the characteristics of the customer, site, entitlement, and product context — and then apply assignment rules to select the appropriate resource and update the task. The package is bound to the same territory and assignment infrastructure that Customer Care uses for escalation, TAP (Territory Assignment Planner), and resource routing, which is why it references APPS synonyms such as JTF_TASKS_B, CS_INCIDENTS_ALL_B, HZ_PARTIES, HZ_LOCATIONS, and OKC_K_ITEMS.

The header shipped in Oracle EBS 12.1.1 is csxasrts.pls, version 120.2, dated 2006/01/30. The metadata classification is OTHER, indicating it is an internal API rather than a formally published public API. It is referenced by three other packages, so it sits within the object dependency chain used by Service Request escalation and assignment processing.

Key Procedures and Functions

• ASSIGN_TASK_RESOURCE — The single documented entry point. Its purpose is to take a service request task definition, evaluate the assignment qualification attributes, and write back the resulting resource assignment to the task record. Internally the procedure works with the SR_Task_rec_type record, which carries task identifiers (TASK_ID, SERVICE_REQUEST_ID), customer/party data (PARTY_ID, PARTY_SITE_ID, CITY, STATE, POSTAL_CODE, COUNTRY, AREA_CODE, COUNTY, PROVINCE, COMP_NAME_RANGE, NUM_OF_EMPLOYEES), classification data (TASK_TYPE_ID, TASK_STATUS_ID, TASK_PRIORITY_ID, INCIDENT_TYPE_ID, INCIDENT_SEVERITY_ID, INCIDENT_URGENCY_ID, INCIDENT_STATUS_ID, PROBLEM_CODE, PLATFORM_ID), site information (SUPPORT_SITE_ID, CUSTOMER_SITE_ID), channel and product context (SR_CREATION_CHANNEL, INVENTORY_ITEM_ID, ORGANIZATION_ID), fifteen generic ATTRIBUTE columns, and the SQUAL_NUM and SQUAL_CHAR qualification columns used for TAP rule matching. The SQUAL_NUM entries are annotated as mappings for inventory item/platform, category/product, group owner, contract support service item, and language, while SQUAL_CHAR11 and SQUAL_CHAR12 map to VIP customer and SR problem code respectively.

Tables Accessed

• JTF_TASKS_B — The task base table that stores the service request task row being assigned; the procedure updates the assigned resource on this record.
• CS_INCIDENTS_ALL_B — Holds the parent service request header, supplying incident type, status, and related context for assignment qualification.
• CS_INCIDENT_TYPES — Used to resolve incident type classification, which feeds the assignment rule criteria.
• HZ_PARTIES and HZ_PARTY_SITES — Provide party and party site identity used when matching customer-based assignment rules.
• HZ_LOCATIONS and HZ_CONTACT_POINTS — Supply address and contact point information (city, state, postal code, area code, country) that drives territory and resource qualification.
• CSI_ITEM_INSTANCES — The installed base instance record, used to link the customer to the product and platform for product-based assignment rules.
• OKC_K_ITEMS — Contract line items, used to identify contract support service entitlements that influence resource selection.
• PLITBLM — The Application Object Library error message table used to raise or store messages generated during assignment processing.

Usage Notes

CS_SR_TASK_AUTOASSIGN_PKG is normally invoked indirectly rather than from custom code. The Service Request form, the escalation and assignment concurrent processes, and Territory Assignment Planner (TAP) processing all call into task auto-assignment logic, and this package is embedded in that chain. Because it is classified as OTHER and is referenced by three other packages, integrations should treat it as an internal object whose signature may change between releases. Custom callers who need to place a task, populate assignment attributes, and trigger the resource assignment step should invoke ASSIGN_TASK_RESOURCE after the task record has been created and after the customer, product, and entitlement data have been established, so that the qualification attributes populated in SR_Task_rec_type reflect the current state of the service request. The SQUAL columns should be populated only for the rule dimensions in use, since they feed the territory qualification engine directly.

Because the header remains at version 120.2 from 2006 while the package is delivered in EBS 12.1.1 and 12.2.2, behavior is stable across both releases; changes in this area are usually implemented at the TAP rule and territory level rather than in the package body.