Search Results convert_cp_ref_number_to_id

Overview

CS_SERVICEREQUEST_UTIL is a public PL/SQL utility package in the APPS schema that centralizes reusable helper logic for Oracle Service (TeleService) service requests. In Oracle EBS 12.1.1 and 12.2.2, the package is classified as a UTIL API and is documented as VALID. Its principal role is to provide conversion and validation services that translate human-readable or descriptive values into the internal identifiers used by the service request data model, and to verify the correctness of the attributes that are staged or passed into the service request APIs.

The package is a foundational dependency rather than an end-user feature. It depends on CS_SERVICEREQUEST_PVT, FND_API, and STANDARD, and it is referenced by sixteen other packages, including CS_SERVICEREQUEST_PUB, CS_SERVICEREQUEST_PVT, CS_SERVICEREQUEST_IUHK, CS_INCIDENTLINKS_PUB, CS_INCIDENTLINKS_PVT, CS_PARTYMERGE_PKG, CS_SR_PARTY_MERGE_PKG, CS_SR_ACCOUNT_MERGE_PKG, CS_SRCONTACT_PKG, CS_SR_CHILD_AUDIT_PKG, CS_SR_EXTATTRIBUTES_PVT, CS_SR_PREFERRED_LANG_PVT, CS_WF_ACTIVITIES_PKG, and CS_WORKFLOW_PUB. This reference pattern confirms that CS_SERVICEREQUEST_UTIL sits beneath the public service request API layer and supports both interactive and workflow-driven processing.

Key Procedures and Functions

The documented interface contains 129 procedures and functions. The most prominent group consists of conversion routines that return the internal identifier corresponding to an externally supplied value:

• CONVERT_REQUEST_NUMBER_TO_ID — resolves a service request number to its internal request identifier.
• CONVERT_TYPE_TO_ID, CONVERT_STATUS_TO_ID, CONVERT_SEVERITY_TO_ID, CONVERT_URGENCY_TO_ID — resolve service request type, status, severity, and urgency values to their lookup identifiers.
• CONVERT_CUSTOMER_TO_ID and CONVERT_EMPLOYEE_TO_ID — resolve the caller or affected party to the appropriate identifier.
• CONVERT_CP_REF_NUMBER_TO_ID and CONVERT_RMA_NUMBER_TO_ID — resolve contact-point reference numbers and RMA numbers to internal identifiers.

A second group performs validation of service request attributes. VALIDATE_WHO_INFO checks the standard WHO columns. VALIDATE_TYPE, VALIDATE_STATUS, VALIDATE_SEVERITY, and VALIDATE_URGENCY confirm that the supplied values are permissible. VALIDATE_UPDATED_STATUS verifies that a proposed status change is legitimate. Date-related validations include VALIDATE_CLOSED_DATE, VALIDATE_INC_REPORTED_DATE, VALIDATE_INC_OCCURRED_DATE, VALIDATE_INC_RESOLVED_DATE, and VALIDATE_INC_RESPONDED_DATE, which enforce consistency among the incident date fields on the service request. The remaining documented routines follow the same conversion and validation conventions.

Tables Accessed

The package reads and writes through APPS synonyms. The base transaction table is CS_INCIDENTS_ALL_B, which holds service request header information. Reference and setup tables include CS_INCIDENT_TYPES_B, CS_INCIDENT_STATUSES_B, CS_INCIDENT_SEVERITIES_B, and CS_INCIDENT_URGENCIES_B, which supply the values resolved by the conversion routines. CS_SR_ALLOWED_STATUSES, CS_SR_STATUS_TRANSITIONS, and CS_SR_TYPE_MAPPING govern permitted status values, transitions, and type relationships used during validation. CS_SYSTEM_OPTIONS and CS_CP_LANGUAGES provide service system configuration and contact-point language information, while CS_PARTY_ROLES_B supports party role resolution. Customer and product context is drawn from CSI_ITEM_INSTANCES, CSI_I_PARTIES, and BOM_DEPARTMENTS, and FND_LOGINS is referenced for session and user context.

Usage Notes

CS_SERVICEREQUEST_UTIL is normally invoked indirectly. The public APIs CS_SERVICEREQUEST_PUB and CS_SERVICEREQUEST_PVT call it to normalize and validate incoming values before writing to CS_INCIDENTS_ALL_B. Service Request forms rely on the same routines for field-level validation, and workflow components such as CS_WORKFLOW_PUB and CS_WF_ACTIVITIES_PKG use it during status and routing decisions. Merge and audit packages, including CS_PARTYMERGE_PKG, CS_SR_PARTY_MERGE_PKG, CS_SR_ACCOUNT_MERGE_PKG, and CS_SR_CHILD_AUDIT_PKG, depend on it when reconciling service request data after party or account merges. Custom code should call the public APIs rather than this package directly, since its signature is not a committed extension point; however, its conversion and validation routines are frequently referenced in extensions that must interpret service request values consistently with standard Oracle Service processing.