Search Results cs_incident_actions_v




Overview
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Overview

CS_SR_UTIL_PKG is a service-request utility package in the APPS schema within Oracle E-Business Suite, part of the Oracle Service (TeleService) application. Its role is to centralize the retrieval of default and reference values required when creating and processing service requests (incidents) and related customer-support activities. Rather than requiring calling code to re-query configuration tables individually, the package resolves the applicable setup attributes — request type, severity, urgency, owner, status, group, and resource type — that drive incident lifecycle behavior. This makes it the primary programmatic gateway for obtaining service-request defaults, thereby enforcing consistent behavior across forms, workflows, and custom integrations.

Key Procedures and Functions

The package exposes both legacy and overloaded interfaces, customarily declared with IN OUT NOCOPY parameters, so that callers supply known values and receive resolved defaults for the rest. The documented members are:

  • GET_DEFAULT_VALUES — The core routine for resolving default values for a service request. It returns type, severity, urgency, owner, and status identifiers and display names (with their related IDs). It is overloaded: the extended signature additionally resolves group type, group type name, group owner, group mandatory flag, resource type, incident-owner-mandatory flag, and maintenance/CMRO flags. The overload was introduced to support expanded service-request setup requirements.
  • GET_LAST_UPDATE_DATE — Returns the last update date associated with a referenced setup record, allowing callers to detect configuration changes and manage caching or staleness logic.
  • GET_RELATED_STATUSES_CNT — Returns a count of statuses related to a given incident or cycle, supporting status-transition validation and workflow branch decisions.
  • SCHEDULER_IS_INSTALLED — Determines whether the scheduling component is installed, enabling conditional processing when scheduling is unavailable.

Tables Accessed

The package reads service configuration and reference data through APPS synonyms, including:

These accesses are typically read-oriented; the package resolves configuration rather than maintaining transactional incident data.

Usage Notes

CS_SR_UTIL_PKG is invoked when defaulting setup values for service-request entry, whether from the TeleService incident forms, workflow activities, or custom PL/SQL integrations. Because the overloaded GET_DEFAULT_VALUES signature accepts IN OUT NOCOPY parameters, callers must initialize the arguments they already know and pass variables for the values the package populates. The package is referenced by five other application packages, indicating it functions as a shared utility layer rather than an end-user API. Customizations should not modify the package directly; instead, callers should treat its declared signatures as a stable interface and account for multiple getter overloads when writing code against it.