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Overview
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Overview

The APPS.CS_SERVICE_REQUEST_PUB_V view is a public database view owned by the APPS schema in Oracle E-Business Suite 12.1.1 and 12.2.2. It exposes service request (incident) data from the Oracle TeleService and Customer Care modules in a denormalized, human-readable form that is suitable for custom reporting and integration use. Because it is defined as a public view, Oracle supports its use by custom code for read-only reporting purposes, allowing developers and analysts to query service request information without writing directly against the underlying transactional base tables.

The view consolidates information that would otherwise require multiple joins across incident, party, resource, and inventory tables. It is registered with the FND Design Data as CS.CS_SERVICE_REQUEST_PUB_V, and metadata indicates a VALID status. A key column of interest is INCIDENT_LAST_MODIFIED_DATE, which records the date on which the incident (service request) was last modified — a value commonly used to identify recently changed tickets for incremental reporting or extract processing.

Underlying Base Objects

According to documented view metadata, CS_SERVICE_REQUEST_PUB_V is defined over the following base objects: CSI_ITEM_INSTANCES, CS_INCIDENTS_ALL_TL, CS_INCIDENTS_B_SEC, CS_INCIDENT_SEVERITIES_TL, CS_INCIDENT_STATUSES_TL, CS_INCIDENT_TYPES_TL, CS_INCIDENT_URGENCIES_TL, FND_LOOKUP_VALUES, HZ_CUST_ACCOUNTS, HZ_PARTIES, JTF_RS_GROUPS_TL, JTF_RS_RESOURCE_EXTNS_TL, and MTL_SYSTEM_ITEMS_KFV.

The central transactional source is the CS_INCIDENTS base tables. Column comments confirm that SERVICE_REQUEST_NUMBER, SERVICE_REQUEST_ID, SERVICE_REQUEST_SUMMARY, and OBJECT_VERSION_NUMBER originate from the CS_INCIDENTS_ALL_B table. The _TL tables provide translated, language-specific descriptions for severity, status, type, and urgency, which the view resolves to display-ready text. HZ_CUST_ACCOUNTS and HZ_PARTIES supply customer and party context, while JTF_RS_GROUPS_TL and JTF_RS_RESOURCE_EXTNS_TL resolve group and resource owner names. CSI_ITEM_INSTANCES and MTL_SYSTEM_ITEMS_KFV link service requests to installed items and inventory item numbers.

Key Columns

Common Use Cases and Queries

Typical uses include building custom service request dashboards, extracting incident data to external reporting warehouses, and measuring response or resolution performance against target dates. The INCIDENT_LAST_MODIFIED_DATE column is frequently used to drive incremental extracts.

For example, to retrieve recently modified open service requests:

  • SELECT SERVICE_REQUEST_NUMBER, SERVICE_REQUEST_SUMMARY, STATUS, SEVERITY, INCIDENT_LAST_MODIFIED_DATE FROM APPS.CS_SERVICE_REQUEST_PUB_V WHERE OPEN_FLAG = 'Y' AND INCIDENT_LAST_MODIFIED_DATE >= SYSDATE - 7 ORDER BY INCIDENT_LAST_MODIFIED_DATE DESC;

To analyze resolution performance:

  • SELECT SERVICE_REQUEST_NUMBER, REPORTED_DATE, RESOLVED_ON_DATE, RESOLVE_BY_DATE FROM APPS.CS_SERVICE_REQUEST_PUB_V WHERE RESOLVED_ON_DATE IS NOT NULL;

Because the view draws on several base objects, queries should be filtered and indexed carefully when used within high-volume reporting processes.