Search Results service_request_summary

Overview

CS_SERVICE_REQUEST_PUB_V is a public, denormalized reporting view owned by the APPS schema in Oracle E-Business Suite Release 12.1.1 and 12.2.2. It exposes the Service Request (SR) entity from the CS (Service) module in a form that joins incident header data to its lookup, party, account, resource, group, item, and install-base attributes. The view is intended for external consumers — custom reports, concurrent programs, BI Publisher data sets, inbound/outbound interface programs, and third-party integrations — that require a single flat record per Service Request without traversing the underlying normalized incident tables.

Every Service Request is identified by INCIDENT_ID and the user-visible INCIDENT_NUMBER. Because the view is defined over CS_INCIDENTS_B_SEC and the _TL translation tables, it returns only the current-language rows for summary, type, severity, status, urgency, resource, and group descriptions, using USERENV('LANG') as the language filter. This makes it suitable for locale-aware operational reporting.

Underlying Base Objects

The view is constructed from the following documented objects: CS_INCIDENTS_B_SEC (the incident header, exposed as a view), CS_INCIDENTS_ALL_TL, CS_INCIDENT_TYPES_TL, CS_INCIDENT_SEVERITIES_TL, CS_INCIDENT_STATUSES_TL, and CS_INCIDENT_URGENCIES_TL (all synonyms resolving to translation-enabled lookup tables), FND_LOOKUP_VALUES (joined twice for problem and resolution codes), MTL_SYSTEM_ITEMS_KFV, HZ_CUST_ACCOUNTS, HZ_PARTIES, JTF_RS_RESOURCE_EXTNS_TL, JTF_RS_GROUPS_TL, and CSI_ITEM_INSTANCES.

The joins are predominantly inner joins keyed on INC.CUSTOMER_ID = PARTY.PARTY_ID and on the incident's type, severity, status, and urgency IDs. Outer joins (+) are applied to the urgency, item, account, resource owner, group owner, lookup, and install-base references, meaning an SR will still be returned when those optional attributes are not populated. Translation joins restrict the description columns to the session language.

Key Columns

• INCIDENT_ID / INCIDENT_NUMBER — primary key and user-facing SR identifier.
• SERVICE_REQUEST_SUMMARY — the SR summary text from the translation table.
• INCIDENT_DATE — the date the incident is recorded on the SR; this is the column most commonly referenced when users search for "reported_date", since EBS exposes no literal REPORTED_DATE column on this view. The reported date of an SR is represented by INCIDENT_DATE (and, where a distinct physical occurrence is tracked, INCIDENT_OCCURRED_DATE).
• INCIDENT_OCCURRED_DATE — when the issue actually occurred, distinct from the SR creation/reporting time.
• INCIDENT_LAST_MODIFIED_DATE, LAST_UPDATE_DATE, CREATION_DATE — audit timestamps; CREATION_DATE reflects when the SR record was inserted and is often used as an alternative "reported" timestamp.
• EXPECTED_RESOLUTION_DATE, INCIDENT_RESOLVED_DATE, CLOSE_DATE (DATE_CLOSED), OBLIGATION_DATE — lifecycle milestone dates.
• TYPE.NAME, SEV.NAME, STATUS.NAME, URGENCY.NAME, STATUS_FLAG — classification and current state.
• CUSTOMER_NAME, CUSTOMER_NUMBER, PARTY_ID, PARTY_TYPE, ACCOUNT_NUMBER — party and account context from HZ_PARTIES and HZ_CUST_ACCOUNTS.
• CONCATENATED_SEGMENTS, INV_ITEM_REVISION, PRODUCT_REVISION, CUSTOMER_PRODUCT_ID (INSTANCE_NUMBER) — item and install-base identification.
• SR_CREATION_CHANNEL, INCIDENT_LOCATION_TYPE, INCIDENT_LOCATION_ID — channel and location metadata.

Common Use Cases and Queries

Typical uses include SR aging and backlog analysis, service-level reporting, customer-facing extracts, and interface feeds that must carry a reported date. Because the view has no REPORTED_DATE column, queries seeking that value should select INCIDENT_DATE or CREATION_DATE.

• SR list with reported date: SELECT incident_number, incident_date, service_request_summary, customer_name, name FROM apps.cs_service_request_pub_v WHERE incident_date >= :from_date;
• Aging by status: SELECT name, TRUNC(SYSDATE) - TRUNC(incident_date) age_days, COUNT(*) FROM apps.cs_service_request_pub_v GROUP BY name, TRUNC(SYSDATE) - TRUNC(incident_date);
• Customer extract: SELECT incident_number, incident_date, customer_number, customer_name, concatenated_segments, customer_product_id FROM apps.cs_service_request_pub_v WHERE customer_number = :cust;

Consumers should apply the appropriate org and security predicates and note the language filter embedded in the view definition before exposing it to end users.