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Overview

APPS.IEM_SERVICEREQUEST_PVT is a private (PVT) PL/SQL package within the Oracle E-Business Suite 12.1.1 / 12.2.2 codebase, associated with the Interaction and Escalation Management (IEM) module commonly tied to the TeleService / Service Request functionality. Unlike public APIs, this package is not certified for direct customer invocation; it is an internal implementation unit whose routines are wrapped and exposed through higher-level, supported interfaces. The package header source exposes an AUTHID CURRENT_USER declaration, which causes the package to execute with the privileges of the calling schema rather than its owning schema.

Its stated purpose, per the embedded header comment, is to "Maintain Tag Process," with modification history tracing back to an original creation in March 2002 and revisions through 2006. The most significant later change, added as part of the ACSR project in February 2006, introduced a wrapper API for automatic Service Request creation. A prominent package-level record type, service_request_rec_type, models the full attribute set of a Service Request, including type, status, severity, urgency, owner and owner group, caller and customer identification, customer product context, platform and database version, language, and inventory item information. This record structure underpins how the package passes Service Request data internally.

Key Procedures and Functions

• CREATE_SERVICEREQUEST_WRAP — The wrapper for creating a Service Request. It encapsulates the internal creation logic behind a single, controlled entry point so that callers need not interact directly with lower-level insert logic.
• UPDATE_SERVICEREQUEST_WRAP — The corresponding wrapper for modifying an existing Service Request, handling changes to the populated attributes of the request record.
• INITIALIZE_REC — Initializes the Service Request record structure, resetting the fields of service_request_rec_type to a known starting state before values are assigned.
• UPDATE_STATUS_WRAP — A wrapper dedicated to changing the status of a Service Request. Its lineage is noted as based on the 1159 release, derived from legacy cspsrs / cspsrb / csvsrs / csvsrb source files.
• IEM_CREATE_SR — Added as a wrapper API for automated Service Request creation, introduced to support the auto-create SR flow.

All five documented routines are wrappers or setup helpers; none is a public API certified for external use. No parameter lists are documented in the metadata and should not be assumed.

Tables Accessed

The package references two tables through APPS synonyms:

• HZ_PARTIES — The Trading Community Architecture (TCA) party table, consulted to resolve and validate the caller, customer, or employee identity associated with a Service Request.
• PLITBLM — A PL/SQL index-by tables mechanism table used to store transient collections of values during processing; the caller and customer identifiers in the Service Requests are among the data typically staged here.

The Service Request records themselves are ultimately persisted in the IEM Service Request entity tables, whose manipulation is abstracted behind these wrapper routines.

Usage Notes

Because IEM_SERVICEREQUEST_PVT is classified as a private package, it is invoked indirectly rather than by end users or custom developers. Typical invocation paths include the Service Request forms within Oracle TeleService, concurrent programs that process or escalate Service Requests, and internal IEM logic. The package is referenced by two other packages, confirming its role as a shared internal building block. The presence of a user search on "notes_table" indicates interest in note-related storage; however, no notes table is documented among this package's table references in the ETRM metadata, so any note handling occurs in adjacent Service Request entities rather than in the routines summarized here. Custom code should call the supported public Service Request APIs instead of these wrappers, and development against them risks breakage across patches.