Search Results create_servicerequest_wrap

Overview

IEM_SERVICEREQUEST_PVT is the private wrapper package that mediates between Oracle E-Business Suite applications and the Oracle TeleService (CS) Service Request application programming interfaces. Its declared purpose in the package header comment is explicit: it is a "Wrapper API for ServiceRequest." Rather than exposing the underlying CS APIs directly, IEM_SERVICEREQUEST_PVT normalizes their signatures, handles versioning differences across the various CS service and private packages, and supplies defaults required by the newer internal APIs.

The package belongs to the Interaction and Escalation Management (IEM) product family and is owned by APPS with an API classification of PVT, indicating it is intended for internal consumption by other EBS code rather than by external integrators. Its evolution is tied directly to the CS code base: the modification history documents rebasing against constantly changing versions of cspsrs.pls, cspsrb.pls, csvsrs.pls, and csvsrb.pls between releases 115.x and 115.9 and beyond. This rebasing work is what makes the package a stable interface while the underlying TeleService code changes.

Key Procedures and Functions

The package exposes five documented program units. All are procedures, consistent with a wrapper whose job is to delegate work rather than return computed values.

• CREATE_SERVICEREQUEST_WRAP — the primary entry point for creating a Service Request. It accepts an API version, standard message-list and commit control flags, return status and message outputs, and identifying context values including responsibility application, responsibility, user, login, organization, request, and request number, together with a service request record. It forwards these to the underlying CS creation API.
• UPDATE_SERVICEREQUEST_WRAP — the corresponding entry point for modifying an existing Service Request. This is the routine located by the search term "update_servicerequest_wrap" and is the most commonly referenced member of the package.
• INITIALIZE_REC — initializes the Service Request record structure so that callers begin from a consistent, fully populated state before invoking create or update wrappers.
• UPDATE_STATUS_WRAP — changes the status of a Service Request. Created in the 115.9 release cycle, this wrapper is notable because it passes customer preferred language code and last update channel to the updated CS status API, defaulting the channel to "EMAIL," and because it calls fnd_global.apps_initialize to satisfy the responsibility-type mapping feature introduced under bug 3788494.
• IEM_CREATE_SR — added under the ACSR project as a wrapper API dedicated to automatic Service Request creation.

Tables Accessed

The documented table references are HZ_PARTIES and PLITBLM. HZ_PARTIES is the Trading Community Architecture party registry and is used to resolve or validate the customer party associated with a Service Request; Service Requests are inherently party-centric, so this access is expected during create and update processing. PLITBLM is the standard EBS temporary storage structure used for message-list handling, and its presence reflects the package's reliance on FND_MSG_PUB for accumulating and returning API messages.

Usage Notes

IEM_SERVICEREQUEST_PVT is not intended for direct invocation by end users. It is invoked programmatically by two other packages within EBS, and internally it is the integration seam through which IEM functionality reaches TeleService Service Request processing. Typical invocations originate from concurrent programs, forms-based flows, and workflow or escalation logic that must create or update Service Requests on behalf of an application. Custom code that must manipulate Service Requests should call these wrappers rather than the underlying CSV or CSP APIs, because the wrappers insulate the caller from CS signature changes, apply required defaults, and preserve proper initialization of the FND global context.