Search Results csl_service_history_pkg




Overview
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Overview

CSL_SERVICE_HISTORY_PKG is an Oracle EBS Application Object Library (APPS) package body belonging to the Customer Service (CSL) product family. Its central business function is the maintenance and retrieval of service history records associated with service incidents (CS incidents) and their associated tasks. The package provides the PL/SQL layer that captures, calculates, and reports the chronological service activity connected to a given incident so that support and field service organizations can review the complete interaction trail for a customer issue.

The package header comment identifies it as a CSL subsystem component (cslsrhib.pls) and it depends heavily on the JTM Hook utility architecture for change-tracking and publication. It is classified as an OTHER API under the ETRM 12.2.2 metadata, indicating it is not a general-purpose public API but rather a supporting internal routine used by forms, concurrent programs, or other CSL logic. It is referenced by one other package, confirming its role as a downstream dependency rather than a top-level entry point.

Key Procedures and Functions

  • GET_HISTORY_COUNT — Returns a count of service history records for a given incident or task context. It is used by callers that need to display or validate the number of history entries without retrieving the full record set.
  • CALCULATE_HISTORY — Performs the core computation that determines service history content, typically evaluating incident, task, and status information to derive or summarize history records.
  • DELETE_HISTORY — Removes service history records. Because the package body also contains INSERT_MAPPING_RECORD and DELETE_MAP logic that engages JTM_HOOK_UTIL_PKG.Insert_Acc, deletions are coordinated with the accountability/publication framework.
  • CONCURRENT_HISTORY — Designed for invocation from an Oracle concurrent program, this entry point drives bulk processing of service history.

Although not listed among the four documented public procedures, the source excerpt reveals internal procedures INSERT_MAPPING_RECORD and DELETE_MAP. These use globals such as g_table_name, g_acc_table_name ('CSL_SERVICE_HISTORY'), the publication item CSL_SERVICE_HISTORY, and the primary keys INCIDENT_ID and HISTORY_INCIDENT_ID to register accountability records through JTM_HOOK_UTIL_PKG.Insert_Acc. Both procedures include full debug logging via JTM_MESSAGE_LOG_PKG and raise exceptions after logging errors.

Tables Accessed

The package reads and writes through APPS synonyms. CSL_SERVICE_HISTORY is the primary data store; CSL_CS_INCIDENTS_ALL_ACC is its accountability shadow table. Incident and task context is drawn from CS_INCIDENTS_ALL_B, CS_INCIDENT_STATUSES_B, JTF_TASKS_B, JTF_TASK_ASSIGNMENTS, JTF_TASK_STATUSES_B, JTF_TASK_TYPES_B, and ASG_USER. JTM_CON_REQUEST_DATA supports concurrent request handling, and PLITBLM is the standard PL/SQL index-by table used for list processing.

Usage Notes

CSL_SERVICE_HISTORY_PKG is invoked from Customer Service forms when displaying incident history, and from concurrent programs through CONCURRENT_HISTORY. Because it relies on JTM_HOOK_UTIL_PKG, any custom code that inserts or deletes history directly must call the same hooks or risk inconsistent accountability data. The package is compatible with both EBS 12.1.1 and 12.2.2, though the source header dates from 2004, so the online patching edition of 12.2.2 uses the identical APPS synonym resolution. Customizations should call the documented procedures rather than depend on internal helpers such as INSERT_MAPPING_RECORD, and should honor the INCIDENT_ID / HISTORY_INCIDENT_ID key pairing when writing custom history logic.