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Overview

APPS.IBU_REQ_PKG is the service request integration package within Oracle E-Business Suite's iSupport/IBU (Internet Business Unit) module. It provides the PL/SQL programming interface through which self-service and internal service request functionality is exposed to the applications tier. In EBS 12.1.1 and 12.2.2, this package acts as the bridge between IBU web flows and the core TeleService service request APIs, most notably CreateServiceRequest and UpdateServiceRequest.

The package is classified as OTHER in the ETRM repository and is owned by the APPS schema. Its header ($Header: ibursrb.pls 120.11 2007/11/16) shows a long maintenance history beginning in 1999, with significant enhancements delivered across 11.5.x releases and subsequently carried forward into the 12.x code line. The package encapsulates logic for service request creation, attachment handling, contact and serial number resolution, category validation, status derivation, and notification dispatch.

Key Procedures and Functions

The package exposes eleven documented program units:

• CREATE_SERVICE_REQUEST — Primary entry point for creating a service request record, including logic to pass serial number and tag number sourced from the install base.
• UPDATESERVICEREQUEST — Applies modifications to an existing service request, with support for updating contact information on the SR detail.
• ADDATTACHMENT — Attaches documents to a service request, working in conjunction with the FND attached documents framework.
• SEND_EMAIL — Dispatches email notifications relating to service request events.
• STARTEMAILPROCESS — Initiates the background email processing workflow associated with notifications.
• GET_DEFAULT_STATUS — Resolves the default status value applicable to a service request based on the SR type and allowed status configuration.
• CHECK_STRING_LENGTH_BITES — Validates that an input string conforms to a required byte length (note the historical spelling in the package source for "bytes"), used to guard against overflow on fixed-width columns.
• DECODEERRORMSG — Translates raw error codes into user-readable messages.
• GETOBJECTINFO — Returns metadata about a JTF object used in the attachment/document model.
• CHECKOBJECTID — Verifies the existence and validity of an object identifier before it is stored or referenced.
• VALIDATE_HTTP_SERVICE_TICKET — Validates an HTTP service ticket, supporting secure web-originated service request actions.

Tables Accessed

The package reads and writes through APPS synonyms against the following core tables:

• CS_INCIDENTS_ALL_B — the base service request (incident) table, the central record written during creation and update.
• CS_INCIDENT_STATUSES_B, CS_INCIDENT_TYPES_B, CS_SR_ALLOWED_STATUSES, CS_SR_STATUS_GROUPS_B, CS_SR_TYPE_MAPPING — setup tables used to resolve valid statuses and type-to-status mappings.
• CSI_ITEM_INSTANCES — install base records used to derive serial number and tag number.
• HZ_PARTIES — party records used to resolve contact and customer identity.
• MTL_CATEGORIES_KFV, MTL_CATEGORIES_TL, MTL_CATEGORY_SET_VALID_CATS, MTL_ITEM_CATEGORIES — item category structures used to validate and derive category identifiers, including the convention of nulling category id when it equals -1.
• FND_ATTACHED_DOCUMENTS — supporting attachment storage and retrieval.
• FND_PROFILE_OPTION_VALUES — profile option lookups, including the IBU "use default resource owner" setting and auto-assignment checks.
• JTF_OBJECTS_B — object metadata referenced by GETOBJECTINFO and CHECKOBJECTID.

Usage Notes

IBU_REQ_PKG is invoked primarily from the IBU/iSupport self-service forms and web pages and from TeleService-integrated flows. It passes LAST_UPDATE_CHANNEL := 'WEB' when delegating to TeleService APIs, allowing the origin of the transaction to be recorded. The package implements conditional logic around CS Auto-Assignment and the IBU default resource owner profile: if auto-assignment is disabled and the profile is enabled, owner group, owner id, and group type are fetched from the profile.

No other documented packages reference IBU_REQ_PKG, so callers are typically forms, JSP/OAF pages, or custom extensions that require programmatic service request creation. Because the package writes directly to CS_INCIDENT tables and depends on profile options and setup data, custom integrations should invoke its public procedures rather than manipulating the underlying tables directly. As with all APPS schema APIs, execute grants must be provisioned explicitly for any custom schema that needs to call it.