Search Results get_dup_message




Overview
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Overview

CS_SR_DUP_CHK_PVT is a private PL/SQL package body owned by APPS that implements the duplicate-detection engine for Oracle Service (Service Requests) in Oracle E-Business Suite 12.1.1 and 12.2.2. The package evaluates whether an incoming or updated service request duplicates an existing incident, based on the customer, product instance, inventory item, serial number, incident address, and service request extended attributes supplied by the calling application. Its behavior is profile-driven: the active duplicate check configuration determines which combination of identifying attributes is compared, for example "Instance/Customer, product, serial number" or "All with serial". The package returns a simple outcome indicator (duplicate found or not), a list of matching incident identifiers with the reason for the match, and a classification of where the duplicate was located, used principally by the iSupport workflow to decide whether a request should be created, linked, or flagged. Because it is a PVT (private) API, it is not intended for direct external invocation; it is consumed by other Service modules and by two referencing packages.

The user search term get_dup_message corresponds to the internal function GET_DUP_MESSAGE, which supplies the human-readable message text describing a detected duplicate.

Key Procedures and Functions

  • DUPLICATE_CHECK — The main entry point. Receives API version, initialization, commit and validation controls plus the identifying parameters (incident, incident type, instance serial number, item serial number, current serial number, customer product/instance, and related values) and orchestrates the overall duplicate evaluation, returning the duplicate flag, the duplicate record list, and the duplicate-found-at indicator.
  • CHECK_EA_DUPLICATE_SETUP — Determines whether extended-attribute duplicate checking is configured, gating the extended attribute branch of the check.
  • PERFORM_EA_DUPLICATE — Executes duplicate comparison over service request extended attributes.
  • PERFORM_DUP_ON_SR_FIELD — Performs duplicate evaluation against a specific service request field.
  • CHECK_SR_INSTANCE_DUP — Evaluates duplicates using the product instance (instance serial number).
  • CHECK_SR_SERIALNUM_DUP — Evaluates duplicates using serial number values across the supported serial sources.
  • CHECK_SR_CUSTPROD_DUP — Evaluates duplicates using the customer product (instance) identifier.
  • CHECK_SR_CUSTPRODSERIAL_DUP — Evaluates duplicates combining customer product and serial number.
  • CONSTRUCT_UNIQUE_LIST_DUP_SR — Builds a de-duplicated result list of candidate duplicate incidents.
  • CHECK_DUP_SR_LINK — Examines existing service request links when assessing duplicate/link relationships.
  • CHECK_IF_ALREADY_IN_LIST — Tests whether a candidate incident already exists in the accumulated duplicate list, preventing redundant entries.
  • GET_DUP_MESSAGE — Retrieves the descriptive message associated with a detected duplicate, surfaced to the user or workflow.
  • CALCULATE_DUPLICATE_TIME_FRAME — Derives the time window within which an earlier incident is considered a possible duplicate.

Tables Accessed

  • CS_INCIDENTS_ALL_B — Base service request/incident records examined and matched.
  • CSI_ITEM_INSTANCES — Product instance data used for instance-based matching.
  • CS_INCIDENT_LINKS — Existing incident-to-incident links evaluated by CHECK_DUP_SR_LINK.
  • CUG_SR_TYPE_DUP_CHK_INFO — Configuration of duplicate-check attributes per service request type.
  • HZ_LOCATIONS and HZ_PARTY_SITES — Address and party site data supporting incident address comparison.
  • MTL_UOM_CONVERSIONS — Unit-of-measure conversions applied when comparing quantity-oriented attributes.
  • PLITBLM — PL/SQL index-by table storage used within package processing.

Usage Notes

CS_SR_DUP_CHK_PVT is invoked from the Service Request creation and update flows, where DUPLICATE_CHECK is called with parameters determined by the active duplicate-check profile. On update, the incident identifier must be supplied so the request does not match itself. The returned duplicate flag, duplicate record list, and duplicate-found-at value ('EA', 'SR', 'BOTH', 'NONE') drive iSupport workflow branching and user notification, while GET_DUP_MESSAGE provides the accompanying text. Direct calls from custom code are discouraged since the package is classified PVT; customization should target the public Service APIs, with this package being reached indirectly via the two referencing packages and standard forms and concurrent processes.