Search Results csm_email_query_pkg




Overview
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Overview

CSM_EMAIL_QUERY_PKG is an Oracle E-Business Suite PL/SQL package owned by the APPS schema and classified under the CSM (Customer Service / Service Request Management) product family. It provides the server-side processing logic that supports email-driven service request queries and task management in Oracle Service. In deployments running EBS 12.1.1 and 12.2.2, the package functions as a service layer between inbound email processing and the underlying Service Request and task data model, allowing users to query and act on service requests and their associated tasks through email channel interactions. The package is documented in the ETRM repository with a VALID status in both release streams and exposes a set of procedures and functions that cover query retrieval, task lifecycle transitions, entitlement lookups, and user access validation.

Key Procedures and Functions

The package exposes approximately 25 documented program units. Core query and retrieval routines include GET_SR_DETAILS, GET_TASK_DETAILS, GET_TASKS, GET_ENTITLEMENTS, and HELP_QUERY, which retrieve service request, task, entitlement, and help-related information for the caller. Access control is handled through IS_FND_USER, CHECK_USER_ACCESS, and CHECK_TASK_ACCESS. Task lifecycle operations are implemented by UPDATE_TASK, ACCEPT_TASK, CANCEL_TASK, CLOSE_TASK, TRAVELING_TASK, WORKING_TASK, COMPLETED_TASK, and ADD_TASK_NOTE, supporting status transitions and note attachment consistent with the CS_INCIDENT_STATUSES domain. Profile and email handling routines include GET_EMAIL_PREF, SET_PROFILE, and NOTIFY_EMAIL_EXCEPTION. EXECUTE_COMMAND provides a dispatch mechanism for interpreting and routing email commands.

Tables Accessed

Through APPS synonyms, the package references Service Request and incident tables including CS_INCIDENTS_ALL_B and CS_INCIDENTS_ALL_TL for base and translated incident data, along with the setup/lookup tables CS_INCIDENT_TYPES, CS_INCIDENT_TYPES_TL, CS_INCIDENT_STATUSES, CS_INCIDENT_STATUSES_TL, CS_INCIDENT_SEVERITIES, and CS_INCIDENT_SEVERITIES_TL. It also references CSM_QUERY_B, CSM_QUERY_RESULTS_ACC, and CSM_QUERY_VARIABLES_B, which store query definitions, result access, and query variables driving the email query framework. Inventory and installation context comes from CSI_ITEM_INSTANCES, CSP_AVAILABLE_PARTS_TEMP, CSP_INV_LOC_ASSIGNMENTS, and CSP_SEC_INVENTORIES. The package additionally depends on CSM_VARCHAR_LIST and STANDARD.

Usage Notes

CSM_EMAIL_QUERY_PKG is typically invoked from email processing flows and related service request user interfaces rather than called directly by end users. No other packaged APIs reference it, indicating it is a top-level entry point or is called from forms, concurrent programs, or workflow/email processing logic. Custom extensions should treat it as an internal CSM package and avoid modifying it. Sites needing to change behavior should consider wrapping calls or extending functionality rather than altering standard code.