Search Results replace_sr_owner

Overview

APPS.CUG_GENERIC_WF_PKG is a PL/SQL package that supports the Service Request (SR) workflow infrastructure within Oracle E-Business Suite releases 12.1.1 and 12.2.2. The package is declared with AUTHID CURRENT_USER and its header identifies it as a generic workflow utility associated with the Customer Support / TeleService incident management model. Its principal role is to supply the PL/SQL callback logic that Oracle Workflow invokes at specific activity nodes during the lifecycle of a service request. Each workflow-enabled procedure in the package follows the standard Oracle Workflow function activity signature — item type, item key, activity identifier, function mode, and result — so that the workflow engine can execute business rules such as duplicate request detection, task generation, owner reassignment, and attribute retrieval without custom code at each node. The package also exposes a small number of standalone utility procedures that are called directly from application logic rather than from the workflow engine.

Key Procedures and Functions

• GET_OTHER_SR_ATTRIBUTES — retrieves supplementary service request attribute values for use by downstream workflow activities.
• REPLACE_SR_OWNER — reassigns ownership of a service request during workflow processing.
• ALLOW_ADDRESS_OVERWRITE — controls whether an existing address may be overwritten on the service request.
• DUPLICATE_CHECKING_REQUIRED — determines whether duplicate checking applies to the current request.
• SR_A_DUPLICATE — evaluates whether the service request matches an existing duplicate.
• UPDATE_DUPLICATE_INFO — persists duplicate-detection results against the request.
• CREATE_ALL_SR_TASKS — generates the task records associated with the service request.
• CHECK_ON_TASK_STATUS — inspects task completion status to drive workflow branching.
• CALCULATE_DUPLICATE_TIME_FRAME — computes the date window used when searching for duplicates.
• CALCULATE_DATE — the procedure matching the search term "calculate_date"; derives a date from a unit-of-measure and numeric offset, returning the result through an OUT parameter.
• START_TASK_WORKFLOW — launches the workflow associated with a task.
• VALIDATE_TASK_DETAILS — validates task attributes before task creation proceeds.
• UPDATE_CIC_REQUEST_INFO — updates request information held in the Customer Interaction Center context.
• CIC_INITIALIZE_REQUEST — initializes request data for CIC processing.

Tables Accessed

The package references application tables through APPS synonyms. Service request data is read and written in CS_INCIDENTS_ALL_B and CUG_INCIDNT_ATTR_VALS_B, with duplicate-checking configuration held in CUG_SR_TYPE_DUP_CHK_INFO and task dependency definitions in CUG_TSK_TYP_ATTR_DEPS_B and CUG_SR_TASK_TYPE_DETS_B. Task records are managed through JTF_TASKS_B and JTF_TASKS_TL, with priority values from JTF_TASK_PRIORITIES_B and notes captured in JTF_NOTES_B, JTF_NOTES_S, and JTF_NOTE_CONTEXTS. Party and resource context is resolved via HZ_LOCATIONS, FND_USER, and JTF_RS_RESOURCE_EXTNS, while FND_LOOKUP_VALUES supplies reference lookup codes used in validation and date calculations.

Usage Notes

CUG_GENERIC_WF_PKG is invoked primarily by Oracle Workflow as part of the service request item type, where each procedure is registered as a function activity and called with the standard five-parameter signature. Standalone utility procedures such as CALCULATE_DATE and CALCULATE_DUPLICATE_TIME_FRAME are called programmatically by the agent, CIC, and forms-based logic rather than by the workflow engine. Because the package is declared AUTHID CURRENT_USER and is not referenced by any other documented package, it should be treated as an internal implementation component of the TeleService service request flow. Customizations should avoid modifying the package body directly; extensions are better implemented through workflow attribute changes or wrapper APIs that respect the documented procedure contracts.