Search Results csfw_servicerequest_pub




Overview
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Overview

CSFW_SERVICEREQUEST_PUB is a public PL/SQL API package owned by the APPS schema in Oracle E-Business Suite, classified as a Public (PUB) interface within the ETRM repository. It belongs to the Service (CSF/CS) product family and provides a supported, programmatic entry point for maintaining service request data held in the Oracle TeleService and Contracts schemas. The package wraps lower-level service request maintenance logic — notably around task flexfield attributes — and exposes it through named, versioned procedures so that callers do not depend on internal tables or private APIs. Its publication status makes it a legitimate integration point for forms, concurrent programs, and custom extensions operating on incident and service request records. The header comment indicates the package has been maintained through patch consolidation, with at least one breaking signature change recorded against a bug fix, which is relevant when assessing upgrade impact between 12.1.1 and 12.2.2.

Key Procedures and Functions

  • UPDATE_REQUEST_RESOLUTION — Updates resolution information for an existing service request, accepting the incident identifier together with resolution code, resolution summary, and optional problem code and customer PO number. It supports transactional control and standard messaging output, and optionally takes an object version number for optimistic locking. This procedure is the primary mechanism for closing out or documenting resolution detail on an incident.
  • GET_REACTION_TIME — Returns calculated reaction time data for a given incident, task, and resource combination. It derives the reaction commitment (whether the response falls within the entitled reaction window), the reaction unit of measure, and the calculated reaction-by date, and additionally returns the associated contract service identifier, contract number, and transaction group identifier. This is the object of interest for the query "get_reaction_time," and it exists to surface service-level entitlement calculations without requiring callers to reimplement contract coverage logic. Note that its signature was changed under bug 4337147.
  • UPDATE_REQUEST_FLEX — Documented as a wrapper on update_servicerequest for updating task flexfield fields. It writes attribute columns 1 through 15 plus the descriptive flexfield context segment on a service request, using the standard return status, message count, and message data OUT parameters for error propagation.

Tables Accessed

The package operates against the following tables through APPS synonyms:

  • CS_INCIDENTS_ALL_B — the base incident/service request table; the target of resolution, flexfield attribute, and task updates.
  • CS_INCIDENT_TYPES — provides incident classification context used when validating or interpreting the service request being processed.
  • OKC_K_ITEMS, OKC_K_LINES_B, and OKS_K_LINES_B — Contracts tables supplying entitlement, contract line, and service line information used by GET_REACTION_TIME to resolve contract service identifiers, contract numbers, and transaction group references.

Usage Notes

This package is typically invoked from Oracle TeleService and Service Request forms, from concurrent programs that process service request updates in bulk, and from custom PL/SQL integration code that needs to update resolutions or task flexfield values without direct DML on CS_INCIDENTS_ALL_B. Callers should respect the OUT parameter messaging convention: check X_RETURN_STATUS for success or failure and inspect X_MSG_COUNT and X_MSG_DATA for details, and pass P_COMMIT as FALSE when participating in a larger transaction. Because GET_REACTION_TIME returns entitlement-derived dates and contract references, it is most useful where reaction-time compliance or SLA reporting is required. Given the documented signature change affecting GET_REACTION_TIME, custom code compiled against earlier releases should be revalidated during upgrade to 12.1.1 or 12.2.2.