Search Results cs_incident_urgencies




Overview
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Overview

The APPS.CS_SR_UTIL_PKG package body is a service (SR) utility package in the Oracle E-Business Suite TeleService / Service module. It is owned by the APPS schema and its status is VALID in the documented ETRM metadata. Its purpose is to provide shared utility logic that supports Service Request processing, including retrieval of default field values, resolution of related lookup data such as incident urgencies, severities, statuses and types, and helper functions used by other SR-related components.

The object is classified as an OTHER API (not a public, supported interface), meaning it is an internal implementation package used by Oracle's own Service Request forms, concurrent programs and other PL/SQL units rather than a documented integration point for customers.

Key Procedures and Functions

The documented metadata lists five procedures and functions. Their names indicate the following responsibilities:

  • GET_DEFAULT_VALUES — Returns default attribute values for a Service Request, typically resolving standard defaults such as type, severity, urgency, status or owner so that the calling form or process can pre-populate fields consistently.
  • GET_LAST_UPDATE_DATE — Retrieves the last update date/timestamp associated with SR data, used for change detection, cache validation or display purposes.
  • GET_RELATED_STATUSES_CNT — Returns the count of statuses related to a given context (for example statuses valid for a particular incident type or cycle), supporting validation and pick-list filtering.
  • SCHEDULER_IS_INSTALLED — Determines whether the Oracle Scheduler (DBMS_SCHEDULER) is installed and available, allowing the package to gate scheduler-dependent behaviour based on the database environment.

The remaining documented entry is the package body itself; no parameter lists are published in the metadata, and parameter signatures are therefore not reproduced here.

Tables Accessed

The package references the following tables through APPS synonyms, and the specific relevance of each is inferred from its role in Service Request processing:

  • CS_INCIDENT_URGENCIES — The lookup of SR urgency codes that drive prioritisation and response-time calculations. This is the object associated with the search term cs_incident_urgencies.
  • CS_INCIDENT_SEVERITIES — Severity codes used alongside urgency to determine SR priority.
  • CS_INCIDENT_STATUSES — Valid status codes for incidents, supporting GET_RELATED_STATUSES_CNT and related validation.
  • CS_INCIDENT_TYPES_RG_V_SEC — A secured view of incident types, filtered by security context.
  • CS_INCIDENT_ACTIONS — Action definitions available for incidents, used when building action lists or defaults.
  • CS_INCIDENT_CYCLE_STEPS — Cycle-step definitions that govern workflow progression of an SR.
  • FND_APPLICATION — Application registry, used to resolve application identifiers.
  • FND_PRODUCT_INSTALLATIONS — Product installation status, used together with SCHEDULER_IS_INSTALLED to test environment capabilities.
  • JTF_OBJECT_USAGES — CRM object-usage definitions, used to resolve object relationships.

Additional dependencies noted in the metadata include the views CS_SR_OWNERS_V, CS_SR_SECURITY_CONTEXT, CS_JTF_RS_RESOURCE_EXTNS_SEC, JTF_OBJECTS_VL and WF_RUNNABLE_PROCESSES_V, together with the packages CS_CORE_UTIL and FND_PROFILE.

Usage Notes

The package is invoked internally by Oracle Service Request components. Typical callers include the TeleService SR forms, concurrent programs that process or validate SR data, and other SR PL/SQL packages — the metadata confirms it is referenced by five other packages. It is not referenced by any database object outside that set, and it is not a published API.

Because it is an OTHER-classified internal package, customisation or direct invocation should be avoided. Any custom code that depends on it risks breakage on patching or upgrade. Where default values, last-update timestamps or status counts are required in a custom extension, supported public APIs or the underlying CS_INCIDENT_* tables should be queried directly instead. The dependency on SCHEDULER_IS_INSTALLED and FND_PRODUCT_INSTALLATIONS indicates the package adapts its behaviour based on whether the Oracle Scheduler is present, which is relevant when the same code runs across 12.1.1 and 12.2.2 environments.