Search Results create_service_request

Overview

APPS.CSC_SERVICE_REQUEST_PVT is a private PL/SQL package within the Oracle E-Business Suite Contact Center (CSC) module. The package encapsulates the programmatic creation of service requests, providing an internal API layer that shields callers from the underlying Service Request data model. Its header is declared with AUTHID CURRENT_USER, meaning that privilege resolution occurs under the calling schema rather than the package owner, which is consistent with private API design in EBS where invocations originate from trusted application code in the APPS schema.

The package is classified as PVT (private) in the ETRM metadata, indicating that it is not intended as a public, supported integration interface. It is designed to sit beneath Oracle's Service Request framework and Contact Center flows, normalizing the population of service request records from the records and structures defined internally by CSC. The file header (cscvcsrs.pls 115.3, last modified 2002) indicates a lineage reaching back to the early 11i codebase, carried forward into 12.1.1 and 12.2.2 without architectural change.

Key Procedures and Functions

The ETRM metadata documents a single callable program unit:

• CREATE_SERVICE_REQUEST — The sole documented procedure. Its stated function is to "call the SR API to c[reate]" a service request, meaning it acts as a thin wrapper that marshals CSC record data and delegates the actual insert to the core Service Request API. Per the metadata, no additional procedures or functions are publicly exposed. Parameter lists are not enumerated in the documentation and are therefore not reproduced here; callers should refer to the actual package specification for signature details.

The package specification also defines an internal record type, SR_Rec_Type, used to bundle service request attributes for processing. The documented fields include CUSTOMER_ID (mapped to object_id in Contact Center), CUSTOMER_TYPE, TYPE_ID, SUMMARY, SEVERITY_ID, URGENCY_ID, NOTE_TYPE, NOTE, CONTACT_ID (mapped to subject_id), CONTACT_POINT_ID, PRIMARY_FLAG, CONTACT_POINT_TYPE, and CONTACT_TYPE, along with a corresponding G_MISS_SR_REC global. These fields represent the minimum data set required to open a service request with proper contact and customer attribution.

Tables Accessed

The ETRM metadata records no direct table references through APPS synonyms for this package. This is consistent with its role as a delegation layer: the package collects values into the SR_Rec_Type structure and passes them to the Service Request API, which performs the actual DML against the underlying service request and contact tables. Consequently, no direct reads or writes are attributed to CSC_SERVICE_REQUEST_PVT itself in the documentation.

Usage Notes

As a private package referenced by zero other documented packages in the ETRM repository, APPS.CSC_SERVICE_REQUEST_PVT is invoked only by Oracle-internal code paths. Its natural consumers are Contact Center forms and the flow logic that captures customer interactions, where an agent needs to raise a service request without leaving the Contact Center interface. It may also be called from other CSC framework packages whose dependency on it is not captured by the public ETRM index.

Custom developers should treat this package as unsupported. The AUTHID CURRENT_USER declaration and private classification mean Oracle may change signatures or behavior between patch levels without notice. For custom service request creation, the supported interfaces are the public Service Request APIs; CSC_SERVICE_REQUEST_PVT should be used only as a reference for understanding how the Contact Center seeds service request data, particularly the mapping between Contact Center concepts (object_id, subject_id) and the service request attributes documented in the SR_Rec_Type record.