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Overview
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Overview

APPS.IBU_REQ_PKG is a PL/SQL package in the Oracle E-Business Suite Applications (APPS) schema that supports the iSupport / Service Request (SR) functionality associated with Oracle's interaction and incident management modules. Its name reflects its role in processing service requests ("REQ") within the IBU (Interaction Business Unit / iSupport) family of packages. The package encapsulates the business logic required to create, update, and enrich service requests programmatically, including attachment handling, status resolution, object identification, and e-mail notification. As an "OTHER"-classified API rather than a formally published public API, it is primarily intended for internal consumption by iSupport forms, concurrent programs, and dependent PL/SQL code. The package body persists as a VALID object in both EBS 12.1.1 and 12.2.2, and it relies on Workflow (WF_ENGINE) and JTF collection types (JTF_NUMBER_TABLE, JTF_VARCHAR2_TABLE_100, JTF_VARCHAR2_TABLE_32767) to pass structured data across its interfaces.

Key Procedures and Functions

The documented package exposes eleven procedures and functions, each addressing a discrete aspect of service request processing:

  • CREATE_SERVICE_REQUEST — The core entry point for creating a new service request, orchestrating validation and persistence against the CS incident tables.
  • UPDATESERVICEREQUEST — Updates the attributes of an existing service request, supporting modifications to status, type, and related fields.
  • ADDATTACHMENT — Attaches documents (e.g., files or media) to a service request, writing to the FND_ATTACHED_DOCUMENTS infrastructure.
  • SEND_EMAIL / STARTEMAILPROCESS — Generate and dispatch e-mail notifications related to service request activity, with STARTEMAILPROCESS initiating the underlying workflow-driven mailing process via WF_ENGINE.
  • GET_DEFAULT_STATUS — Resolves the default status assigned to a service request based on its type and configuration.
  • GETOBJECTINFO / CHECKOBJECTID — Retrieve and validate identifying information for the object (item/instance) associated with a request.
  • CHECK_STRING_LENGTH_BITES — Performs a byte-length check on character strings to enforce field-size limits before persistence.
  • DECODEERRORMSG — Translates error codes into human-readable messages for display or logging.
  • VALIDATE_HTTP_SERVICE_TICKET — Validates an HTTP service ticket, supporting web-based SR submission scenarios.

Tables Accessed

The package reads and writes across several related EBS schemas via APPS synonyms. Incident data is stored in CS_INCIDENTS_ALL_B and validated against CS_INCIDENT_TYPES_B and CS_INCIDENT_STATUSES_B. Allowed and grouped statuses are resolved through CS_SR_ALLOWED_STATUSES, CS_SR_STATUS_GROUPS_B, and CS_SR_TYPE_MAPPING. Installed-base context comes from CSI_ITEM_INSTANCES, HZ_PARTIES, and the MTL item/category views (MTL_ITEM_CATEGORIES, MTL_CATEGORIES_KFV, MTL_CATEGORIES_TL, MTL_CATEGORY_SET_VALID_CATS). Attachments reference FND_ATTACHED_DOCUMENTS, object registrations use JTF_OBJECTS_B, and profile-driven defaults are obtained from FND_PROFILE_OPTION_VALUES.

Usage Notes

IBU_REQ_PKG is typically invoked indirectly through iSupport service request forms, the TeleService/Interaction Center flows, and e-mail or web-based SR intake processes rather than by direct customer calls. Customizations and extensions should treat it as an internal package subject to change; the supported public APIs remain the CS_* service request APIs. In 12.1.1 and 12.2.2 the object is reported VALID and is referenced by zero other packages, confirming its role as a leaf-level implementation package depended upon by forms and workflow rather than by peer PL/SQL packages.