Search Results csz_servicerequest_util_pvt




Overview
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Overview

CSZ_SERVICEREQUEST_UTIL_PVT is a private (PVT) PL/SQL package in the APPS schema that provides internal utility services for the Oracle E-Business Suite Service (TeleService) module. Its primary role is to supply helper logic accessed by other Service Request processing packages rather than to expose a public API to end users. The naming convention ("_PVT") indicates it is intended for internal consumption within the CSZ/CS Service Request codebase, and the ETRM report confirms it is referenced by CS_ERES_INT_PKG and by itself, reflecting its role as a shared utility layer.

The package consolidates common Service Request operations — resolving user and contact names, determining default sites, computing time-related attributes such as jeopardy and calculated time, retrieving escalation and next-work information, and assembling associated party details. By centralizing these functions, Oracle avoids duplicating logic across Service Request forms, concurrent programs, and integration packages such as CS_ERES_INT_PKG.

Key Procedures and Functions

The ETRM metadata documents 27 procedures and functions. Notable entries include:

Parameter lists are not documented in the ETRM extract and are therefore omitted here.

Tables Accessed

The package accesses Service Request and Trading Community (HZ) tables through APPS synonyms:

Usage Notes

Because it is a PVT package, CSZ_SERVICEREQUEST_UTIL_PVT is not intended for direct invocation by customers or custom code. It is instead called by other Service Request packages, most notably CS_ERES_INT_PKG, which handles Service Request integration. Its utility routines are exercised indirectly when the Service Request form (CSXSRQAP / TeleService forms) renders Service Request details, when agents navigate "next work" queues, and when escalation and jeopardy calculations are evaluated during concurrent processing. Customization efforts should avoid modifying this package directly; rather, extensions should target public APIs or use supported personalization and extension points. Because it references FND_API and FND_PROFILE, it participates in the standard Oracle API error-handling and profile option framework, indicating its results may vary based on profile settings such as timezone and Service Request configuration.