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Overview

CS_SERVICEREQUEST_PUB is the primary public PL/SQL package in Oracle EBS Service (TeleService) responsible for creating and maintaining Service Requests. In Release 12.1.1 and 12.2.2, it acts as the application programming interface layer through which forms, concurrent programs, and external integrations manipulate service request data without writing directly to the base tables.

The package encapsulates the business validation and defaulting logic that Service Request processing requires: resolution of value IDs and value names, conversion of user-entered attribute values into their corresponding IDs, enforcement of API-level validation, and persistence to the CS_INCIDENTS tables. It exposes a stable interface for both Oracle-provided modules and customer extensions, shielding callers from the underlying table structure.

The package body declares package-level constants including G_PKG_NAME (set to 'CS_ServiceRequest_PUB'), G_INITIALIZED ('R'), and G_SR_SUBTYPE ('INC'), and defines local types such as Request_Conversion_Rec_Type. That record deliberately carries both value-ID and value-name pairs — type_id/type_name, status_id/status_name, severity_id/severity_name, urgency_id/urgency_name, employee_id/employee_number — so that the internal conversion routine can resolve whichever form the caller supplied. Fields default to the Sentinel values FND_API.G_MISS_NUM and FND_API.G_MISS_CHAR, consistent with the standard Oracle API programming model in which an unset attribute is distinguishable from an explicit NULL. Runtime error handling is performed through the FND_MSG_PUB message stack and the returned x_return_status code.

Key Procedures and Functions

The documented API surface comprises fifteen procedures and functions grouped by purpose:

• INITIALIZE_REC — Populates a Service Request record structure with the package's default or missing-value settings before attributes are assigned by the caller.
• CREATE_SERVICEREQUEST — The principal entity-creation API. Validates the supplied attributes and inserts a new request.
• UPDATE_SERVICEREQUEST — Applies attribute changes to an existing Service Request.
• UPDATE_STATUS, UPDATE_SEVERITY, UPDATE_URGENCY, UPDATE_OWNER, UPDATE_PROBLEM_CODE — Focused single-attribute update routines. Each changes one key field of a request while applying the associated validation and status-transition rules, allowing callers to avoid invoking the broader update interface.
• LINK_KB_STATEMENT, LINK_KB_SOLUTION — Associate a knowledge base statement or solution with a Service Request.
• PROCESS_SR_EXT_ATTRS — Handles extended (descriptive flexfield) attribute values attached to a request.
• GET_SR_INFO — Retrieves Service Request information for a caller.

Additional internal routines, including the value-name-to-ID conversion routine referenced by Request_Conversion_Rec_Type, are forward-declared within the body and are not part of the published interface.

Tables Accessed

The APIs read and write the core Service Request schema through APPS synonyms:

• CS_INCIDENTS_ALL_B / CS_INCIDENTS_ALL_TL — the base and translated request tables, holding the request itself.
• CS_INCIDENT_TYPES_TL, CS_INCIDENT_STATUSES_B/_TL, CS_INCIDENT_SEVERITIES_B/_TL, CS_INCIDENT_URGENCIES_TL — setup tables used to resolve and validate the type, status, severity, and urgency attributes.
• CSI_ITEM_INSTANCES, CSI_SYSTEMS_TL — installed base records that identify the product, system, and instance a request concerns.
• CS_HZ_SR_CONTACT_POINTS — contact points associated with the request.
• HZ_PARTIES, HZ_CUST_ACCOUNTS — party and customer account information used to validate and default the caller or customer.
• FND_LOOKUP_VALUES — general lookup validation.
• FND_USER — resolution of application users, for example when assigning request ownership.

Usage Notes

CS_SERVICEREQUEST_PUB is invoked by the TeleService Service Request form, by concurrent programs that process or import requests, and by custom extensions and external integrations. It is referenced by thirty-eight other packages, making it a foundational dependency within the Service module.

In the context of the searched term “trunc_string_length,” this package should be understood as the Service Request API layer rather than as a string utility: it is the entry point into which externally supplied values — including any caller-truncated strings — are passed for validation, conversion, and persistence. Custom code that supplies request attributes should observe the declared column widths, particularly VARCHAR2(30) fields such as the value-name elements of Request_Conversion_Rec_Type, and should check the returned x_return_status and inspect the FND_MSG_PUB message stack after every call. Because the package is a public API with a long-standing signature, callers should invoke it rather than writing directly to the CS_INCIDENTS tables, ensuring that validation, value conversion, and audit behaviour remain consistent across releases.