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Overview

CS_SERVICEREQUEST_PUB is the public PL/SQL interface exposed by Oracle Service (product code CS) for the creation and maintenance of service requests within Oracle E-Business Suite. The package header, tracked at version 120.9, is registered with the Integration Repository under the display name "Service Request Processing" and is classified with a public scope, active lifecycle, and a compatibility rating of S. Its stated purpose is to provide a supported entry point through which external and internal callers can create and update service requests while ensuring that all service request business rules are applied consistently.

The package owns the record type notes_rec and the associated notes_table PL/SQL table, which carry note attributes for insertion into JTF_NOTES_B. The record type defines fields such as NOTE, NOTE_DETAIL, NOTE_TYPE, and three pairs of note context type/identifier columns. Documented valid values constrain NOTE_TYPE to SR_PROBLEM or SR_RESOLUTION, and restrict the note context type to 'SR' with the context identifier referencing a valid incident ID from CS_INCIDENTS_ALL_B. This design confirms that notes attached through the API are permanently associated with the target service request.

Key Procedures and Functions

The ETRM metadata documents 15 procedures and functions. These include:

• INITIALIZE_REC — Initializes the API's global record structures prior to invocation of the create or update routines.
• CREATE_SERVICEREQUEST — Creates a new service request, applying service request business rules.
• UPDATE_SERVICEREQUEST — Updates an existing service request.
• UPDATE_STATUS — Changes the status of a service request.
• UPDATE_SEVERITY — Changes the severity of a service request.
• UPDATE_URGENCY — Changes the urgency of a service request.
• UPDATE_OWNER — Reassigns ownership of a service request.
• UPDATE_PROBLEM_CODE — Updates the problem code associated with a service request. This is the routine located by callers searching on "update_problem_code".
• LINK_KB_STATEMENT — Associates a knowledge base statement with a service request.
• LINK_KB_SOLUTION — Associates a knowledge base solution with a service request.
• PROCESS_SR_EXT_ATTRS — Processes extensible (descriptive flexfield) attributes on the service request.
• GET_SR_INFO — Retrieves service request information for the caller.

Tables Accessed

The package reads and writes base tables through APPS synonyms. Service request header and line data reside in CS_INCIDENTS_ALL_B and its translation table CS_INCIDENTS_ALL_TL. Reference and lookup data are sourced from CS_INCIDENT_SEVERITIES_B/TL, CS_INCIDENT_STATUSES_B/TL, CS_INCIDENT_URGENCIES_TL, CS_INCIDENT_TYPES_TL, and FND_LOOKUP_VALUES. Installed base context is drawn from CSI_ITEM_INSTANCES and CSI_SYSTEMS_TL. Party and account context is obtained from HZ_PARTIES, HZ_CUST_ACCOUNTS, and CS_HZ_SR_CONTACT_POINTS. User identity is resolved through FND_USER.

Usage Notes

CS_SERVICEREQUEST_PUB is the supported programmatic route for creating and amending service requests. It is referenced by 38 other packages and is commonly invoked from Oracle Service forms, concurrent programs, workflow activities, and custom extensions that must honor service request business rules. Callers should invoke INITIALIZE_REC before create or update operations, populate the notes table when note data is required, and rely on UPDATE_PROBLEM_CODE when only the problem code field needs amendment rather than a full UPDATE_SERVICEREQUEST call.