Oracle White Paper

11i10 Oracle Service

Service Request Public Application Programming Interfaces (API)
Author: Service Development
Creation Date: November 09, 2004
Version: 1.
Status: Dra!t
Revi e we r s
ame Posi t i on Revi e! "at e
"homas Ale# Sr. Development $ana%er, Service
Development
An&re' (am )r. $ana%er, Service Development
*aolo +uvara Direct or, Service Development
,rancis Chan% *ro&uct $ana%ement
Vive- $ul-. Archit ect ur e, Service Development
Shih/ 0sin *en% Development $ana%er, Service
Development
Document at i on
Infor ma t i on Sour c e s
ame #ocati on
S1 A*2 3 Developer s )ui&e !or release 11.. 9
Chang e Recor d
"at e Aut hor $ersi on %hange Ref erenc e
114094 2004 San5 a. *use%aon-ar 1.0 Creat e&
014164 2006 San5 a. *use%aon-ar 1.1 $o&i!ie& !or minor correction su%%est e& in the 1
st
revie'
meeti n%.
064074 2006 San5 a. *use%aon-ar 1.2 $o&i!ie& to mar- the p8comment par amet er o!
up&at e8st at us an& up&at e8o'ner A*2s as obsol et e.
064204 2006 San5 a. *use%aon-ar 1.9 $o&i!ie& to inclu&e comment s a!ter the !irst inter nal revie'
'ith "homas Ale#.
064294 2006 San5 a. *use%aon-ar 1.4 :p&at e& to incorpor at e the comment s !rom Shih/ 0sin an&
,rancis Chan%.
074194 2006 San5 a. *use%aon-ar 1. :p&at e& in incorpor at e the comment s !rom Vive- $ul-.
an& +iri ;eiss.
292<60<99.&oc 2
Table Of Contents
1.Introduction...........................................................................................................................................4
2.Service Request APIs (Service Request Processing)............................................................................
&'1 %reate Service Request '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''(
&'& )p*ate Service Request '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''+
&', )p*ate Service Request Status ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''11
&'- )p*ate Service Request O!ner''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''1,
&'( Initiali.e Service Request Recor*''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''1(
'/ P#0S1# Recor* an* 2able Structure "efinitions use* in SR APIs''''''''''''''''''''''''''''''''''''''''''1/
!. Service Request "in#ing APIs...........................................................................................................!$
,1 %reate Service Request #in3'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''',0
,'& )p*ate Service Request #in3'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''',&
,', "elete Service Request #in3'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''',-
,'- P#0S1# Recor* an* 2able Structure "efinitions use* in SR #in3 APIs'''''''''''''''''''''''''''',/
4. A%%endi& A ' Service (usiness )vent and event Parameters..........................................................!*
-'1 SR 4usiness 5vents ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''',6
('& 4usiness 5vent Pa7loa* information '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''',6
-', Parameter "etails'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''',+
292<60<99.&oc 9
1' Intro*uction
1'1 Abstract
"his &ocument is inten&e& to supplement the in!ormation on =racle Service *ublic A*2s as
&ocumente& in the =racle 2nte%ration 1epositor.. 2t &oes so b. provi&in% &etaile& in!ormation
on the parameters o! the public A*2s. *urpose o! this &ocument is also to assist users to
un&erstan& the basic concepts o! the Service 1e>uest A*2s an& ho' these A*2s can be use& to
per!orm transaction on service re>uest an& service re>uest lin-s &ata 'ithin =racle Service
application.
"he Service 1e>uest A*2s are *(4S?( pac-a%e& proce&ures use& to manipulate 11i =racle
Applications Service 1e>uest &ata 'ithout havin% to use the application@s user inter!aces.
A. callin% the S1 A*2s users 'ill not be &irectl. up&atin% the =racle speci!ic tables. Customers
shoul& never up&ate the =racle Applications base tables &irectl. an& shoul& al'a.s use the
public A*2s that are ma&e available.
1'& Scope 8 Application
"his &ocument is inten&e& !or =racle Service release 11i10 users, Consultants an& Support
Bn%ineers 'ho &esire to use Service 1e>uest A*2s !or manipulatin% the service re>uest &ata.
"he scope o! this &ocument mainl. is to provi&e a&e>uate in!ormation about the parameters o!
public A*2s available in =racle Service. An attempt is also ma&e to provi&e in!ormation about
the important A*2 !eatures.
292<60<99.&oc 4
&' Service Request APIs (Service Request Processing)
&'1 %reate Service Request
&'1'1 "escription
Create Service 1e>uest A*2, as the name su%%ests, is use& to create service re>uest &ata in =racle
Service.
Some o! the important !eatures o! Create Service 1e>uest A*2 are as belo'.
C Auto/Assi%ns the service re>uest bein% create& to appropriate resource i! the p8auto8assi%n parameter is
passe& as DE@.
C Auto/)enerates "as-s that 'ill resolve the issue a&&resse& in the service re>uest bein% create& i!
p8auto8%enerate8tas-s parameter is passe& as DE@.
C Sets the D1espon& A.@, D1esolve A.@, an& DContract Number@ attributes o! the service re>uest bein%
create& i! parameter p8&e!ault8contract8sla8in& is passe& as DE@.
,urther i! the contract &oes not e#ist, the D1espon& A.@ an& D1esolve A.@ attributes o! the service re>uest
are &e!aulte&, i! the covera%e8template8i& is passe& usin% parameter p8&e!ault8covera%e8template8i&.
C Creates Service re>uest contact points i! the &etails o! contact points are passe& usin% parameter
p8contact.
C Creates Service re>uest notes 'hile creatin% a service re>uest i! notes &etails are passe& usin% parameter
p8notes.
C Creates an au&it recor& !or the service re>uest bein% create&.
C Calls the DCreate ;or- 2tem@ A*2 to create 'or- items in universal 'or- >ueue.
,or ever. Service re>uest create& in open status, a correspon&in% 'or- item is to be create& i!
Service 1e>uest/ :;? ;or- item inte%ration is enable& Fplease re!er to 11..10 "ele Service
2mplementation )ui&e !or &etailsG. DCreate ;or- 2tem@ A*2 creates a 'or- item in the :;?
$etaphor schema 'ith all the relevant attributes.
Supports service re>uests !or BA$ assets.
C Create Service 1e>uest A*2 supports usa%e o! +", user hoo-s as &escribe& in the :ser 0oo-s Support
section 'hich allo's A*2 users to per!orm custom vali&ation.
C Ausiness events as &escribe& in the business event section are raise& on service re>uest creation to
simpli!. the application / application inte%ration.
C Bn!orces &ata securit. so that onl. users 'ith ri%ht privile%es 'ill be able to create the service re>uests.
&' 1' , 4usi ne s s 5vent s Rai s e*
Create Service 1e>uest A*2 raises DService 1e>uest Create&@ business event on creation o! service
re>uest.
Bvent Name: Bvent Name: oracle.apps.cs.sr.Service1e>uest.create&.
Various parameters are available to the event subscribers. ,or parameter &etails please re!er section H
4.2
&' 1' - API )s er 9oo3s Support
C Create Service 1e>uest A*2 supports usa%e o! !ollo'in% +", user hoo-s.
o Customer *re I *ost :ser 0oo-
292<60<99.&oc
&' 1' ( API Si gnat ur e 8 Parame t e r *es cri pt i on
CS_ServiceRequest_PUB.Create_ServiceRequest
( p_api_version IN NUMBER,
p_init_msg_list IN !RC"!R# $% &N'_!PI.(_&!)SE,
p_commit IN !RC"!R# $% &N'_!PI.(_&!)SE,
p_resp_appl_i* IN NUMBER $% NU)),
p_resp_i* IN NUMBER $% NU)),
p_user_i* IN NUMBER $% NU)),
p_login_i* IN NUMBER $% NU)),
p_org_i* IN NUMBER $% NU)),
p_request_i* IN NUMBER $% NU)),
p_request_num+er IN !RC"!R# $% NU)),
p_service_request_rec IN service_request_rec_t,pe,
p_notes IN notes_ta+le,
p_contacts IN contacts_ta+le,
p_auto_assign IN !RC"!R# 'e-ault .N.,
p_auto_generate_tas/s IN !RC"!R# 'e-ault .N.,
p_*e-ault_contract_sla_in* IN !RC"!R# 'e-ault .N.,
p_*e-ault_coverage_template_i* IN NUMBER 'e-ault NU))
0_sr_create_out_rec 1U2 N1C1P3 sr_create_out_rec_t,pe,
0_return_status 1U2 N1C1P3 !RC"!R#,
0_msg_count 1U2 N1C1P3 NUMBER,
0_msg_*ata 1U2 N1C1P3 !RC"!R#4
292<60<99.&oc 6
Parameter "escription
Parameter ame 27pe "ata 27pe Require* $ali*ation: "efault: %omment
*8Api8Version 2N N:$AB1 E Vali& A*2 Version F4.0G
*82nit8$s%8(ist 2N A==(BAN N 2nitialiJe messa%e listK
De!ault 3 !n&8api.%8!alse
*8Commit 2N A==(BAN N Commit chan%esK
De!ault 3 !n&8api.%8!alse
*81esp8Appl82& 2N N:$AB1 N :ser 1esponsibilit. Application 2&enti!ier.
De!ault 3 !n&8%lobal.resp8appl8i&
*81esp82& 2N N:$AB1 N :ser 1esponsibilit. 2&enti!ier
De!ault 3 !n&8%lobal.resp8i&
*8:ser82& 2N N:$AB1 E :ser 2&enti!ier
De!ault 3 !n&8%lobal.user8i&
*8(o%in82& 2N N:$AB1 N (o%in session 2&enti!ier
De!ault 3 !n&8%lobal.lo%in8i&
*8=r%82& 2N N:$AB1 N =peratin% unit 2&enti!ier
De!ault 3 N:((
*81e>uest82& 2N N:$AB1 N Service 1e>uest uni>ue 2&enti!ier.
De!ault 3 N:((
*81e>uest8Number 2N VA1C0A12 N Service 1e>uest Number.
De!ault 3 N:((
*8Service81e>uest81e
c
2N Service1e>uest
81ec8".pe
E *(4S?( recor& t.pe that has all the attributes
users can provi&e to create service re>uest.
*lease see section 2.6.1 belo' !or more &etails.
*8Notes 2N Notes8"able N *(4S?( table t.pe that has necessar.
in!ormation to create service re>uest notes.
*lease re!er section 2.6.9 belo' !or more &etails.
*8Contacts 2N Contact8"able N *(4S?( table t.pe that has necessar. contact
in!ormation to create service re>uest contacts.
*lease re!er section 2.6.4 belo' !or more &etails.
*8Auto8Assi%n 2N VA1C0A12 N 2n&icates to auto assi%n the service re>uest b.
usin% assi%nment mana%er en%ine.
De!ault 3 DN@
*8Auto8)enerate8"as
-s
2N VA1C0A12 N 2n&icates to auto %enerate tas- creation to resolve
the service re>uest.
De!ault 3 DN@
*8De!ault8Contract8S
la82n&
2N VA1C0A12 N 2n&icates to set the response b., resolve b. &ates
usin% associate& contract or &e!ault covera%e
template.
De!ault 3 DN@
*8De!ault8Covera%e8
"emplate82&
2N N:$AB1 N Covera%e "emplate 2&enti!ier that 'ill be use& to
set the 1esponse b. an& 1esolve b. &ates o! the
service re>uest in case o! absence o! contract.
De!ault 3 N:((
L81eturn8Status =:" VA1C0A12 1eturn status o! the A*2 re>uest
L8$s%8Count =:" N:$AB1 Count o! the messa%es returne& b. the A*2
L8,$s%8Data =:" VA1C0A12 A concatenate& error4'arnin% messa%e strin%.
L8Sr8Create8=ut81ec =:" A *(4S?( recor& t.pe out parameter that has S1
attribute, 'hich ma. be re>uire& b. the callin%
pro%ram.
*lease re!er section 2.6.4 belo' !or more &etails.
292<60<99.&oc 7
&'& )p*ate Service Request
&' &' 1 "es cri pt i on
:p&ate Service 1e>uest A*2 can be use& to up&ate the service re>uest attributes :sers can up&ate almost all
service re>uest attributes e#cept attributes such as customer an& service re>uest number.
Some o! the important !eatures o! :p&ate Service 1e>uest A*2 are as belo'.
C Automaticall. closes service re>uest tas-s associate& 'ith the service re>uest on closin% the service
re>uest i! parameter Dp8auto8close8chil&8entities@ is passe& as DE@.
C :p&ates service re>uest contact points i! &etails o! contact points are passe& usin% parameter p8contact.
C Creates service re>uest note 'hile up&atin% a service re>uest i! the note &etails are passe& usin%
parameter p8notes.
C Creates an au&it o! the service re>uest bein% up&ate&.
C Calls :p&ate ;or- 2tem A*2 to up&ate universal 'or- >ueue 'or- items.
:p&ate ;or- item A*2, chec-s the list o! attributes up&ate& in the up&ate transaction, i! an. o! the
!ollo'in% Service 1e>uest attributes are up&ate&, then the correspon&in% 'or- item 'ill also %et
up&ate&:
Service 1e>uest Status
Service 1e>uest Severit.
1espon& A. Date
1espon&e& on Date
B#pecte& 1esolution Date
='ner )roup ".pe
)roup 2D
='ner ".pe
='ner 2D
Summar.
Customer 2D
C :p&ate Service 1e>uest A*2 supports usa%e o! +", user hoo-s as &escribe& in the :ser 0oo-s Support
section, 'hich allo's A*2 users to per!orm custom vali&ation 'ithout alterin% the A*2
!unctionalit..
C Ausiness events as &escribe& in the business event section are raise& on up&atin% service re>uest to
simpli!. the application / application inte%ration.
C Bn!orces &ata securit. so that onl. users 'ith ri%ht privile%es 'ill be able to up&ate the service re>uest.
&' &' , 4usi ne s s 5vent s Rai s e*
:p&ate Service 1e>uest A*2 raises DService 1e>uest :p&ate&@ event on up&atin% service re>uest.
Bvent Name: oracle.apps.cs.sr.Service1e>uest.up&ate&.
A&&itional events raise& throu%h Service 1e>uest :p&ate A*2 are:
C oracle.apps.cs.sr.Service1e>uest.statuschan%e&
C oracle.apps.cs.sr.Service1e>uest.reassi%ne&
C oracle.apps.cs.sr.Service1e>uest.ne'contacta&&e&
Various parameters are available to the event subscribers. ,or parameter &etails please re!er section H
4.2
&' &' - )s er 9oo3s Support
:p&ate Service 1e>uest A*2 supports usa%e o! !ollo'in% +", user hoo-s.
o Customer *re I *ost :ser 0oo-
&' &' ( API Speci f i cat i on 8 Parame t e r *es cri pt i on
292<60<99.&oc <
CS_ServiceRequest_PUB Up*ate_ServiceRequest(
p_api_version IN NUMBER,
p_init_msg_list IN !RC"!R# $% &N'_!PI.(_&!)SE,
p_commit IN !RC"!R# $% &N'_!PI.(_&!)SE,
p_resp_appl_i* IN NUMBER $% NU)),
p_resp_i* IN NUMBER $% NU)),
p_request_i* IN NUMBER $% NU)),
p_request_num+er IN !RC"!R# $% NU)),
p_au*it_comments IN !RC"!R# $% NU)),
p_o+5ect_version_num+er IN NUMBER,
p_last_up*ate*_+, IN NUMBER,
p_last_up*ate_login IN NUMBER $% NU)),
p_last_up*ate_*ate IN '!2E,
p_service_request_rec IN service_request_rec_t,pe,
p_notes IN notes_ta+le,
p_contacts IN contacts_ta+le,
p_calle*_+,_6or/-lo6 IN !RC"!R# $% &N'_!PI.(_&!)SE,
p_6or/-lo6_process_i* IN NUMBER $% NU)),
p_auto_assign IN !RC"!R# 'e-ault 7N8,
p_vali*ate_sr_closure IN !RC"!R# 'e-ault 7N8,
p_auto_close_c9il*_entities IN !RC"!R# 'e-ault 7N8,
p8&e!ault8contract8sla8in& 2N VA1C0A12 De!ault MNM,
0_sr_up*ate_out_rec 1U2 N1C1P3 sr_up*ate_out_rec_t,pe,
0_return_status 1U2 N1C1P3 !RC"!R#,
0_msg_count 1U2 N1C1P3 NUMBER,
0_msg_*ata 1U2 N1C1P3 !RC"!R#,4:
292<60<99.&oc 9
Parameter "escription
Parameter ame 27pe "ata 27pe Requir
e*
$ali*ation: "efault: %omment
*8Api8Version 2N N:$AB1 E Vali& A*2 Version F4.0G
*82nit8$s%8(ist 2N A==(BAN N 2nitialiJe messa%e listK
De!ault 3 !n&8api.%8!alse
*8Commit 2N A==(BAN N Commit chan%esK
De!ault 3 !n&8api.%8!alse
*81esp8Appl82& 2N N:$AB1 N :ser 1esponsibilit. Application 2&enti!ier.
De!ault 3 !n&8%lobal.resp8appl8i&
*81esp82& 2N N:$AB1 N :ser 1esponsibilit. 2&enti!ier
De!ault 3 !n&8%lobal.resp8i&
*81e>uest82& 2N N:$AB1 N :ni>ue Service 1e>uest 2&enti!ier.
De!ault 3 N:((
*81e>uest8Number 2N N:$AB1 N Service 1e>uest Number.
De!ault 3 N:((
*8Au&it8Comment 2N VA1C0A12 N :se& !or au&it service re>uest. De!ault 3 N:((
*8=b5ect8Version8Numb
er
2N N:$AB1 E Version number o! the service re>uest.
*8(ast8:p&ate&8A. 2N N:$AB1 E 2&enti!ier o! the user 'ho has last up&ate& the service
re>uest.
*8(ast8:p&ate8(o%in 2N N:$AB1 N (o%in 2&enti!ier o! the user 'ho has last up&ate& the
service re>uest. De!ault 3 N:((
*8(ast8:p&ate8Date 2N DA"B Date on 'hich the service re>uest 'as last up&ate&.
*8Service81e>uest81ec 2N Service81e>ue
st81ec8".pe
E *(4S?( recor& t.pe that has all the attributes users
can provi&e to create service re>uest.
*lease see section 2.6.1 belo' !or more &etails.
*8Notes 2N Notes8"able N *(4S?( table t.pe that has necessar. in!ormation to
create service re>uest notes.
*lease re!er section 2.6.9 belo' !or more &etails.
*8Contacts 2N Contacts8"abl
e
N *(4S?( table t.pe that has necessar. contact
in!ormation to create service re>uest contacts.
*lease re!er section 2.6.4 belo' !or more &etails.
*8Calle&8A.8;or-!lo' 2N VA1C0A12 N Speci!. 'hether this A*2 is bein% calle& b. the active
'or-!lo' process !or the service re>uest
De!ault 3 ,ND8A*2.)8,alse
*8;or-!lo'8*rocess82& 2N N:$AB1 N "he 'or-!lo' process 2D o! the active 'or-!lo'
process . De!ault 3 N:((
*8Auto8Assi%n 2N VA1C0A12 N 2n&icates to auto assi%n the service re>uest b. usin%
assi%nment mana%er en%ine. De!ault 3 DN@
*8Vali&ate8S18Closure 2N VA1C0A12 N Allo's users to automaticall. close the chil& entities
on closin% the service re>uest. De!ault 3 DN@
*8Auto8Close8Chil&8Bnt
ities
2N VA1C0A12 N Allo's users to automaticall. close the chil& entities
on closin% the service re>uest. De!ault 3 DN@
*8De!ault8Contract8Sla82
n&
2N VA1C0A12 N 2n&icates to set the response b., resolve b. &ates usin%
associate& contract or &e!ault covera%e template.
De!ault 3 DN@
L8S18:p&ate8=ut81ec =:" S18:*DA"B
81BC8"E*B
A *(4S?( recor& t.pe out parameter returne& b. the
A*2 that has S1 attribute.
*lease re!er section 2.6. !or &etails.
L81eturn8Status =:" VA1C0A12 1eturn status o! the A*2 re>uest
L8$s%8Count =:" N:$AB1 Count o! the messa%es returne& b. the A*2
L8$s%8Data =:" VA1C0A12 A concatenate& error4'arnin% messa%e strin%.
292<60<99.&oc 10
&', )p*ate Service Request Status
&' ,' 1 "es cri pt i on
:p&ate Service 1e>uest Status is a li%ht 'ei%ht A*2 provi&e& onl. to up&ate the service re>uest status.
Some o! the important !eatures o! :p&ate Service 1e>uest A*2 are as belo'.
C Closes service re>uest tas-s associate& 'ith the service re>uest on closin% the service re>uest, i! the
parameter Dp8auto8close8chil&8entities@ is passe& as DE@.
C *ropa%ates status up&ates !rom service re>uest to relate& service re>uests.
C Calls D:p&ate ;or- 2tem@ A*2 to up&ate universal 'or- >ueue 'or- items.
C Creates an au&it o! the service re>uest bein% up&ate&.
&' ,' , 4usi ne s s 5vent s Rai s e*
None
&' ,' - )s er 9oo3s Support
None
&' ,' ( API Speci f i cat i on 8 Parame t e r *es cri pt i on
CS_ServiceRequest_PUB Up*ate_Status
( p_api_version IN NUMBER,
p_init_msg_list IN !RC"!R# 'E&!U)2 -n*_api.g_-alse,
p_commit IN !RC"!R# 'E&!U)2 -n*_api.g_-alse,
p_resp_appl_i* IN NUMBER $% NU)),
p_resp_i* IN NUMBER $% NU)),
p_user_i* IN NUMBER $% NU))
p_login_i* IN NUMBER $% &n*_api.g_miss_num,
p_request_i* IN NUMBER $% NU)),
p_request_num+er IN !RC"!R# $% NU))
p_o+5ect_version_num+er IN NUMBER,
p_status_i* IN NUMBER,
p_status IN !RC"!R# $% NU))
p_close*_*ate IN '!2E 'E&!U)2 -n*_api.g_miss_*ate,
p_au*it_comments IN !RC"!R# 'E&!U)2 NU)),
p_calle*_+,_6or/-lo6 IN !RC"!R# 'E&!U)2 -n*_api.g_-alse,
p_6or/-lo6_process_i* IN NUMBER 'E&!U)2 NU)),
p_comments IN !RC"!R# 'E&!U)2 NU)),
p_pu+lic_comment_-lag IN !RC"!R# 'E&!U)2 -n*_api.g_-alse,
p_vali*ate_sr_closure IN !RC"!R# 'E&!U)2t .N.,
p_auto_close_c9il*_entities IN !RC"!R# 'E&!U)2 .N.,
0_interaction_i* 1U2 N1C1P3 NUMBER ,
0_return_status 1U2 N1C1P3 !RC"!R#,
0_msg_count 1U2 N1C1P3 NUMBER,
0_msg_*ata 1U2 N1C1P3 !RC"!R#4:
292<60<99.&oc 11
Parameter "escription
Parameter ame 27pe "ata 27pe Requir
e*
$ali*ation: "efault: %omment
*8Api8Version 2N N:$AB1 E Vali& A*2 Version F4.0G
*82nit8$s%8(ist 2N A==(BAN N 2nitialiJe messa%e listK
De!ault 3 !n&8api.%8!alse
*8Commit 2N A==(BAN N Commit chan%esK
De!ault 3 !n&8api.%8!alse
*81esp8Appl82& 2N N:$AB1 N :ser 1esponsibilit. Application 2&enti!ier.
De!ault 3 !n&8%lobal.resp8appl8i&
*81esp82& 2N N:$AB1 N :ser 1esponsibilit. 2&enti!ier
De!ault 3 !n&8%lobal.resp8i&
*8:ser82& 2N N:$AB1 E :ser 2&enti!ier
De!ault 3 !n&8%lobal.user8i&
*8(o%in82& 2N N:$AB1 N (o%in session 2&enti!ier
De!ault 3 !n&8%lobal.lo%in8i&
*81e>uest82& 2N N:$AB1 E :ni>ue Service 1e>uest i&enti!ier.
*81e>uest8Number 2N VA1C0A12 N Service re>uest Number
De!ault 3 N:((
*8=b5ect8Version8Numb
er
2N N:$AB1 E Ne' version number o! the up&ate& ob5ect
*8Status82& 2N N:$AB1 E Service 1e>uest status i&enti!ier.
*8Status 2N VA1C0A12 N Service re>uest status FDispla. NameG
De!ault 3 N:((
*8Close&8Date 2N DA"B N Date on 'hich the service re>uest is close&.
De!ault 3 ,ND8A*2.)8$iss8Date
*8Au&it8Comment 2N VA1C0A12 N :se& !or au&it service re>uest.
De!ault 3 N:((
*8Calle&8A.8;or-!lo' 2N VA1C0A12 N Speci!. 'hether this A*2 is bein% calle& b. the
active 'or-!lo' process !or the service re>uest
De!ault 3 ,ND8A*2.)8,alse
*8;or-!lo'8*rocess82& 2N N:$AB1 N "he 'or-!lo' process 2D o! the active 'or-!lo'
process
De!ault 3 N:((
*8Comment 2N VA1C0A12 N "his parameter is obsolete an& shoul& not be
use&.
De!ault 3 N:((
*8*ublic8Comment8,la% 2N VA1C0A12 N 2n&icates 'hether the service re>uest comment is
public Fcan be vie'e& b. an.oneG
De!ault 3 ,ND8A*2.)8,alse
*8Vali&ate8S18Closure 2N VA1C0A12 N Allo's users to vali&ate i! the service re>uest can
be close&.
De!ault 3 DN@.
*8Auto8Close8Chil&8Bnt
ities
2N VA1C0A12 N Allo's users to automaticall. close the chil&
entities on closin% the service re>uest.
De!ault 3 DN@
L82nteraction82& =:" N:$AB1 Not :se&
L81eturn8Status =:" VA1C0A12 1eturn status o! the A*2 re>uest
L8$s%8Count =:" N:$AB1 Count o! the messa%es returne& b. the A*2
L8$s%8Date =:" VA1C0A12 A concatenate& error4'arnin% messa%e strin%.
292<60<99.&oc 12
&'- )p*ate Service Request O!ner
&' -' 1 "es cri pt i on
:p&ate Service 1e>uest ='ner is a li%ht 'ei%ht A*2 provi&e& onl. to up&ate the service re>uest o'ner.
"his A*2 can be use& to up&ate an in&ivi&ual o'ner as 'ell as %roup o'ner o! the service re>uest. "he A*2
vali&ates the o'ner bein% up&ate&.
Some o! the important !eatures o! :p&ate Service 1e>uest A*2 are as belo'.
C Calls D:p&ate ;or- 2tem@ A*2 to up&ate universal 'or- >ueue 'or- items.
C Creates an au&it o! the service re>uest bein% up&ate&.
&' -' & )sag e
:p&ate Service 1e>uest ='ner A*2 can be use& onl. to up&ate service re>uest o'ner.
&' -' , 4usi ne s s 5vent s Rai s e*
None
&' -' - )s er 9oo3s Support
None
&' -' ( API Si gnat ur e 8 Parame t e r *es cri pt i on
API Signature
CS_ServiceRequest_PUB.Up*ate_16ner
( p_api_version IN NUMBER,
p_init_msg_list IN !RC"!R# 'E&!U)2 -n*_api.g_-alse,
p_commit IN !RC"!R# 'E&!U)2 -n*_api.g_-alse,
p_resp_appl_i* IN NUMBER $% NU)),
p_resp_i* IN NUMBER $% NU)),
p_user_i* IN NUMBER $% NU))
p_login_i* IN NUMBER $% &n*_api.g_miss_num,
p_request_i* IN NUMBER $% NU)),
p_request_num+er IN !RC"!R# $% NU))
p_o+5ect_version_num+er IN NUMBER,
p_o6ner_i* IN NUMBER,
p_o6ner_group_i* IN NUMBER,
p_resource_t,pe IN !RC"!R#,
p_au*it_comments IN !RC"!R# 'E&!U)2 NU)),
p_calle*_+,_6or/-lo6 IN !RC"!R# 'E&!U)2 -n*_api.g_-alse,
p_6or/-lo6_process_i* IN NUMBER 'E&!U)2 NU)),
p_comments IN !RC"!R# 'E&!U)2 NU)),
p_pu+lic_comment_-lag IN !RC"!R# 'E&!U)2 -n*_api.g_-alse,
0_interaction_i* 1U2 N1C1P3 NUMBER,
0_return_status 1U2 N1C1P3 !RC"!R#,
0_msg_count 1U2 N1C1P3 NUMBER,
0_msg_*ata 1U2 N1C1P3 !RC"!R# 4:
292<60<99.&oc 19
Parameter "escription
Parameter ame 27pe "ata 27pe Require* $ali*ation: "efault: %omment
*8Api8Version 2N N:$AB1 E Vali& A*2 Version F4.0G
*82nit8$s%8(ist 2N A==(BAN N 2nitialiJe messa%e listK
De!ault 3 !n&8api.%8!alse
*8Commit 2N A==(BAN N Commit chan%esK
De!ault 3 !n&8api.%8!alse
*81esp8Appl82& 2N N:$AB1 N :ser 1esponsibilit. Application 2&enti!ier.
De!ault 3 !n&8%lobal.resp8appl8i&
*81esp82& 2N N:$AB1 N :ser 1esponsibilit. 2&enti!ier
De!ault 3 !n&8%lobal.resp8i&
*8:ser82& 2N N:$AB1 E :ser 2&enti!ier
De!ault 3 !n&8%lobal.user8i&
*8(o%in82& 2N N:$AB1 N (o%in session 2&enti!ier
De!ault 3 !n&8%lobal.lo%in8i&
*81e>uest82& 2N N:$AB1 E :ni>ue Service 1e>uest 2&enti!ier.
*81e>uest8Number 2N VA1C0A12 N Service re>uest Number
De!ault 3 N:((
*8=b5ect8Version8Nu
mber
2N N:$AB1 E Ne' version number o! the up&ate& ob5ect
*81esp82& 2N N:$AB1 N :ser 1esponsibilit. 2&enti!ier
De!ault 3 !n&8%lobal.resp8i&
*81esp8Appl82& 2N N:$AB1 N :ser 1esponsibilit. Application 2&enti!ier.
De!ault 3 !n&8%lobal.resp8appl8i&
*8='ner82& 2N N:$AB1 E 2&enti!ier o! the service re>uest o'ner.
F+",81S81esource8B#tns8A.1esource82DG
*8='ner8)roup82& 2N N:$AB1 E 2&enti!ier o! the service re>uest %roup o'ner.
F+",81S8)roups8A.)roup82DG
*81esource8".pe 2N VA1C0A12 E ".pe o! the Service re>uest o'ner. F2n&ivi&ual
='nerG.
*8Au&it8Comment 2N VA1C0A12 N :se& !ur au&it service re>uest.
De!ault 3 N:((
*8Calle&8A.8;or-!lo
'
2N VA1C0A12 N Speci!. 'hether this A*2 is bein% calle& b. the
active 'or-!lo' process !or the service re>uest
De!ault 3 ,ND8A*2.)8,alse
*8;or-!lo'8*rocess8
2&
2N N:$AB1 N "he 'or-!lo' process 2D o! the active 'or-!lo'
De!ault 3 N:((
*8Comment 2N VA1C0A12 N "his parameter is obsolete an& shoul& not be
use&.
De!ault 3 N:((
*8*ublic8Comment8,
la%
2N VA1C0A12 N De!ault 3 ,ND8A*2.)8,alse
L82nteraction82& =:" N:$AB1 Not :se&
L81eturn8Status =:" VA1C0A12 1eturn status o! the A*2 re>uest
L8$s%8Count =:" N:$AB1 Count o! the messa%es returne& b. the A*2
L8$s%8Date =:" VA1C0A12 A concatenate& error4'arnin% messa%e strin%.
292<60<99.&oc 14
&'( Initiali.e Service Request Recor*
2nitialiJe Service re>uest recor& F2nitialiJe81ecG A*2 is use& to initialiJe the service re>uest attributes to
,ND8A*2.)8$2SS8DA"B , ,ND8A*2.)8$2SS8N:$ an& ,ND8A*2.)8$2SS8C0A1 &epen&in% the &ata t.pe
o! the recor& attributes. "he ,ND8A*2.)8$2SS values are use& to &istin%uish DNo chan%e@ to an attribute !rom
DChan%e to Null@.
"his A*2 shoul& be calle& be!ore callin% DCreate Service 1e>uest@ =1 D:p&ate Service 1e>uest@ A*2s.
=nce the service re>uest recor& structure is initialiJe& b. callin% this A*2, actual attribute values are assi%ne& to
the service re>uest recor& attributes an& then S1 Create =1 :p&ate A*2s are calle&.
&' (' 1 API Si gnat ur e 8 Parame t e r *es cri pt i on
API Signature
CS_ServiceRequest_PUB.initiali;e_rec
(p_sr_recor* IN 1U2 N1C1P3 service_request_rec_t,pe 4:
*lease re!er section 2.6.1 !or the &etaile& &e!inition o! the service8re>uest8rec8t.pe.
292<60<99.&oc 1
'/ P#0S1# Recor* an* 2able Structure "efinitions use* in SR APIs
&' /' 1 Servi c e Reque s t Recor* 27pe
Parameter ame "ata 27pe Require* ;< Reference $ali*ation: "efault: %omment
1e>uest8Date DA"B E Date on 'hich inci&ent is reporte&.
De!ault 3 s.s&ate
Non up&ateable
".pe82& N:$AB1 E cs8inci&ent8t.pes8b.inci&ent8t.pe
8i&
Service 1e>uest ".pe 2&enti!ier
2! not passe& then &erive& !rom ".pe8Name.
2! both t.pe8i& an& t.pe8name are not passe& then
&e!aulte& !rom s.stem pro!iles. 2! S1 Creation channel is
D;BA@ F=racle iSupportG, the A*2 uses DService: De!ault
;eb Service 1e>uest ".pe@ pro!ile other'ise the A*2 uses
DService: De!ault Service 1e>uest ".pe@ pro!ile.
".pe8Name VA1C0A12F90G Service 1e>uest ".pe Name. 2! ".pe82& is not passe& then
it is &erive& !rom ".pe8Name
S1 ".pe cannot be up&ate& i! an active ;, is associate&
'ith the service re>uest.
Status82& N:$AB1 E cs8inci&ent8statuses8b.inci&ent8st
atus8i&
Service 1e>uest Status 2&enti!ier.
2! not passe& then &erive& !rom Status8Name.
Status8Name VA1C0A12F90G Service 1e>uest Status Name.
Severit.82& N:$AB1 E cs8inci&ent8severities8b.inci&ent8
severit.8i&
Service 1e>uest Severit. 2&enti!ier.
2! not passe& then &erive& !rom Severit.8Name.
2! both severit.8name an& severit.8i& are not passe&, then
the severit. 2D is &e!aulte& !rom s.stem pro!iles.2! S1
creation channel is N;BAO F=racle iSupportG, the
A*2 uses DService: De!ault ;eb Service 1e>uest Severit.@
pro!ile, other'ise the A*2 uses Service: De!ault Service
1e>uest Severit. pro!ile.
Severit.8Name VA1C0A12F90G Service 1e>uest Severit. Name.
:r%enc.82& N:$AB1 cs8inci&ent8ur%encies8b.ur%enc.8
i&
Service 1e>uest :r%enc. 2&enti!ier.
2! not passe& then &erive& !rom :r%enc.8Name.
2! both ur%enc.8i& an& ur%enc.8name are not passe& then
the urenc.8i& is &e!aulte& !rom s.stem pro!iles. 2! the S1
creation channel is D;BA@ F=racle iSupportG, the A*2 uses
DService: De!ault ;eb Service 1e>uest :r%enc.@ pro!ile,
other'ise A*2 uses DService: De!ault Service 1e>uest
:r%enc.@ pro!ile.
:r%enc.8Name VA1C0A12F90G Service 1e>uest :r%enc. Name.
Summar. VA1C0A12F240G E Arie! inci&ent &escription.
*ublish8,la% VA1C0A12F1G ,la% to in&icate i! the S1 is publishe& !or public vie'in% or
not. Vali& values are
/ E 3 S1 is publishe& !or public vie'in%
/ N 3 S1 is not publishe& !or public vie'in%.
2! the pro!ile DService: *ublish ,la% :p&ate Allo'e&@ is set
to DE@, this value can be up&ate&.
%ustomer Attributes
Customer82& N:$AB1 hJ8parties.part.8i& Service 1e>uest Customer 2&enti!ier
2! not passe& then &erive& !rom Customer8Number. 2! both
are not passe& then an e#pecte& error is returne&.
Customer8Number VA1C0A12F90G hJ8parties.part.8number Service 1e>uest Customer Number
Caller8".pe VA1C0A12F90G hJ8parties.part.8t.pe ".pe o! service re>uest customer
Account82& N:$AB1 hJ8cust8accounts.account8i& Service 1e>uest Customer Account 2&enti!ier.
"he account shoul& be o'ne& b. the S1 Customer
Customer8*hone82& N:$AB1 hJ8contact8points.contact8point8i
&
S1 Customer phone contact point i&enti!ier
Customer8Bmail82& N:$AB1 hJ8contact8points.contact8point8i
&
S1 Customer email contact point i&enti!ier
Cust8*re!8(an%8Co&e VA1C0A12F4G cs8sr8pre!erre&8lan%8v.lan%ua%e8
co&e
S1 Customer *re!erre& lan%ua%e co&e.
Cust8*re!8(an%82& N:$AB1 Not :se&
='ner8)roup82& N:$AB1 ar8loo-ups.loo-up8co&e Service 1e>uest %roup o'ner i&enti!ier. 1esource &e!ine&
in 5t!8rs8%roups8b.
Bmplo.ee82& N:$AB1 Not :se&
Bmplo.ee8Number VA1C0A12F90G Not :se&
Resource Attributes
='ner82& N:$AB1 5t!8rs8resource8e#tns.resource8i& Service 1e>uest ='ner 2&enti!ier. 1esource &e!ine& in
5t!8rs8resource8e#tns8b.
2! o'ner8i& is not passe& then it is &e!aulte& !rom s.stem
pro!iles. 2! S1 creation channel is D;BA@ FiSupportG the
A*2 uses DService: De!ault ;eb Service 1e>uest ='ner@
pro!ile, other'ise the A*2 uses DService: De!ault Service
1e>uest ='ner D pro!ile.
='ner o! a service re>uest that has an active ;, cannot be
chan%e&.
1esource8".pe VA1C0A12F90G "he t.pe o! S1 o'ner. "he values are restricte& to the
!ollo'in%:
1S8B$*(=EBB,
1S8="0B1,
1S8S:**(2B18C=N"AC",
1S8*A1"NB1,
1S8*A1"E,
1S8"A0
='ner8)roup82& N:$AB1 5t!8rs8%roups8b.%roup8i& 2&enti!ier o! the o'ner %roup &e!ine& in 5t!8rs8%roups.
"his shoul& be an active %roup 'ith a usa%e o!
DS:**=1"@.
1esource8Sub".pe82& N:$AB1 Not :se&
)roup8".pe VA1C0A12F90G S1 )roup o'ner t.pe. =nl. 1S8)1=:* is supporte&.
='ner VA1C0A12F960G 5t!8rs8resource8e#tns8tl.resource8
name
S1 2n&ivi&ual ='ner Name
)roup8='ner VA1C0A12F60G 5t!8rs8%roups8tl.%roup8name S1 )roup ='ner Name
)roup8"erritor.82& N:$AB1 Not :se&
*ublic8Comment8,la% VA1C0A12 F1G Not :se&
Install 4ase Attributes
Veri!.8C*8,(a% VA1C0A12F1G ,la% to in&icate i! the 2nstall Aases instance is vali&ate& or
!ree !orm. Vali& values are E an& N. FNo lo%ic behin& this
!la% as o! 11..9G
Customer8*ro&uct82& N:$AB1 csi8item8instances.instance8i& 2nstall Aase 2nstance 2&enti!ier.
2! not passe& then &erive& !rom the instance8number
passe& throu%h C*81e!8number.
C*81e!8Number N:$AB1 2nstall Aase 2nstance Number
*ro&uct81evision VA1C0A12F240G csi8item8instances.inventor.8revis
ion
1evision o! the inventor. item associate& 'ith the item
instance.
,ree !orm te#t !or non/revision controlle& items.
Current8Serial8Number VA1C0A12F90G csi8item8instances.current8serial8
number
2nstance Serial number.
,ree !orm value i! the inventor.8item8i& is not 2A
trac-able.
Shoul& be a vali& serial8number in 2A i! the item is 2A
trac-able.
B#ternal81e!erence VA1C0A12F90G csi8item8instances.e#ternal8re!ere
nce
B#ternal re!erence !or an item instance. Vali&ate& a%ainst
the e#ternal re!erence store& !or the item instance in the
instance repositor. Fcsi8item8instancesG.
C*8Component82& N:$AB1 csi8item8instances.instance8i& 2nstance8i& o! the component.
Shoul& have a vali& component8o! relationship 'ith the
customer8pro&uct8i&.
C*8Component8Version
82&
N:$AB1 csi8item8instances.inventor.8revis
ion
Component version i&enti!ier.
Component8Version VA1C0A12F9G 2! the inventor. item that is associate& to the component is
not revision/controlle&, then a !ree !orm te#t can be
stampe& &escribin% the component version.
C*8Subcomponent82& N:$AB1 csi8item8instances.instance8i& 2nstance 2&enti!ier o! the sub component.
"he sub component must be vali& !or the chosen instance
an& component. "his means the sub component must have
the component as its parent, an& the component must e#ist
in a con!i%uration in 'hich the root is the instance.
C*8Subcomponent8Vers
ion82&
N:$AB1 csi8item8instances.inventor.8revis
ion
Sub Component version i&enti!ier.
SubComponent8Version VA1C0A12F9G 2! the inventor. item that is associate& to the sub
component is not revision controlle&, a !ree !orm te#t can
be stampe& &escribin% the component version.
C*81evision82& N:$AB1 Not use&.
%ontract Attributes
Contract82& N:$AB1 o-c8-8hea&ers8b.i& Service 1e>uest Contract 2&enti!ier.
Contract8Service82& N:$AB1 o-c8-8lines8b.i& Contract line i&enti!ier.
Contract8Service8Numb
er
VA1C0A12F0G Not use&
Covera%e8".pe VA1C0A12F90G ".pe o! the contract covera%e.
Item Attributes
Cate%or.8Set82& N:$AB1 mtl8cate%or.8sets8b.cate%or.8set8
i&
Cate%or. set 2&enti!ier
Set via a pro!ile DService: De!ault *ro&uct Cate%or. Set@
Cate%or.82& N:$AB1 mtl8cate%ories8b.cate%or.8i& Cate%or. 2&enti!ier. Shoul& be a vali& cate%or. belon%in% to
the cate%or. set.
S.stem82& N:$AB1 csi8s.stems8b.s.stem8i& 2D o! the s.stem.
2nventor.82tem82& N:$AB1 mtl8s.stem8items8b.inventor.8ite
m8i&
2nventor. 2tem 2&enti!ier.
2tem shoul& be Service 1e>uest Bnable&
Fserv8re>8enable&8co&e P DB@G2tem shoul& not be a service
item Fcontract8item8t.pe8co&e is NullG
2nventor.8or%8i& N:$AB1 mtl8s.stem8items8b.or%aniJation8 2nventor. =r%aniJation 2&enti!ier.
i&
2nventor.82tem8conc8se
%ments
VA1C0A12F<00G
2nv82tem81evision VA1C0A12F240G mtl8item8revisions.revision 2nventor. 2tem 1evision.
2! the item is not revision controlle&, then an. !ree !orm
te#t can be stampe&.
2tem8Serial8Number VA1C0A12F90G $tl8serial8numbers.serial8numbe
r
Serial number o! the BA$ asset.
2nv8Component82& N:$AB1 mtl8s.stem8items.inventor.8item8
i&
2nventor. 2tem 2&enti!ier o! the component. Shoul& e#ist in
the bill o! material o! the S1 item.
2nv8Component8Version VA1C0A12F90G mtl8item8revisions.revision 1evision o! the inventor. component
2nv8Subcomponent82& N:$AB1 mtl8s.stem8items.inventor.8item8
i&
2nventor. 2tem 2&enti!ier o! the Sub component. Shoul&
e#ist in the bill o! material o! the S1 Component.
2nv8Subcomponent8Vers
ion
VA1C0A12F90G mtl8item8revisions.revision 1evision o! the inventor. component
"ier VA1C0A12F20G ,ree ,orm te#t
"ier8Version VA1C0A12F20G ,ree ,orm te#t
=peratin%8S.stem VA1C0A12F20G ,ree ,orm te#t
=peratin%8S.stem8Versi
on
VA1C0A12F20G ,ree ,orm te#t
Database VA1C0A12F20G ,ree ,orm te#t
DA8Version VA1C0A12F20G ,ree ,orm te#t
*lat,orm82& N:$AB1 ,ree ,orm te#t
*lat,orm8Version VA1C0A12F20G ,ree ,orm te#t
*lat!orm8Version82& N:$AB1 Not :se&
2nv8*lat!orm8=r%82& N:$AB1
2nventor.8item8se%ment
81 /
2nventor.8item8se%ment
820
VA1C0A12F<00G Vali&ate& a%ainst the inventor. item !le# !iel& &e!inition.
Problem %o*e 8 Resolution %o*e Attributes
1esolution8Co&e VA1C0A12F0G cs8loo-ups.loo-up8co&e Co&e that &escribes the resolution o! the S1. 1esolution co&es
are &e!ine& as loo-up values !or loo-up8t.pe
D1B?:BS"81BS=(:"2=N8C=DB@.
*roblem8Co&e VA1C0A12F90G cs8loo-ups.loo-up8co&e Co&e that &escribes the problem !or 'hich the S1 is create&.
*roblem Co&es are &e!ine& as loo-up values !or loo-up8t.pe
D1B?:BS"8*1=A(B$8C=DB@.
1esolution8Summar. VA1C0A12F20G ,ree !orm &escription o! the resolution o! the S1. "his value is
store& in the CS82nci&ents8All8"( table o! the S1 0ea&er.
"ates
2nci&ent8=ccurre&8Date DA"B Date on 'hich the inci&ent occurre&. "his &ate shoul& be
less than or e>ual to the inci&ent8&ate.
=bli%ation8Date DA"B Bstimate& &ate b. 'hich the o'ner o! the S1 is e#pecte& to
respon& to the S1 Customer
2! there is a contract associate& to the S1 'ith a reaction
time b. 'hich an. service !or the Customer@s 2nstance
shoul& be provi&e&. "he obli%ation8&ate is then calculate&
as inci&ent8&ate Q reaction time !rom the contract.
B#p81esolution8Date DA"B Bstimate& &ate b. 'hich the o'ner o! the S1 is e#pecte& to
resolve the S1.
2! there is a contract associate& to the S1 'ith a resolution
time b. 'hich an. S1 !or that Customer@s 2nstance shoul&
be resolve&.
"he e#p8resolution8&ate is then calculate& as inci&ent8&ate
Q resolution time !rom the contract.
2nc81espon&e&8A.8Date DA"B Date on 'hich the o'ner o! the S1 actuall. respon&e& to
the S1. "his &ate shoul& be %reater than or e>ual to the
inci&ent8&ate.
2nci&ent81esolve&8Date DA"B Date on 'hich the S1 'as actuall. resolve&. "his &ate
shoul& be %reater than or e>ual to the inci&ent8&ate.
Close&8Date DA"B Date on 'hich the S1 is close&. "his &ate is automaticall.
set to SESDA"B 'hen the S1 %ets assi%ne& a status that
has the close8!la% set to DE@. "his &ate shoul& be %reater
than the inci&ent8occurre&8&ate. 2! the S1 is re/opene&,
Fi.e. set to a status 'here close8!la% RS EG this &ate is set to
N:((.
Act81esolution8Date DA"B Not :se&.
4ill 2o: Ship 2o 8 Install Attributes
Aill8"o8*art.82& N:$AB1 hJ8parties.part.8i& 2&enti!ier o! the part. that 'ill be bille& !or the services
incurre&. "he Aill to part. shoul& be an active part. Fo!
t.pe *B1S=N or =1)AN2TA"2=NG 'ith a vali&
relationship to the S1 Customer.
Aill8"o8Site82& N:$AB1 hJ8part.8sites.part.8site8i& Aill to *art. Site 2&enti!ier. "he bill to part. site shoul&
active Aill8"o usa%e an& shoul& belon% to the bill to part.
o! the service re>uest. 2! the bill8to8site8i& is passe&, then
the bill8to8part.8i& must be passe& as 'ell.
Aill8"o8Site8:se82& N:$AB1 hJ8part.8site8uses.part.8site8use8 Aill to part. site usa%e i&enti!ier. "his shoul& be vali& site
i& usa%e associate& 'ith the bill to part. site an& bill to part..
2! the bill8to8site8use8i& is passe&, then the
bill8to8part.8i& must be passe& as 'ell.
Aill8"o8Contact82& N:$AB1 hJ8parties.part.8i& *art. i&enti!ier o! the bill to contact o! the service re>uest.
Aill to Contact part. shoul& be an active part. 'ith a vali&
relationship 'ith the bill to part. o! the service re>uest. 2!
the bill8to8contact8i& is passe&, then the bill8to8part.8i&
must be passe& as 'ell.
Aill8"o8Accont82& N:$AB1 hJ8parties.part.8i& Account 2&enti!ier o! the account that 'ill be bille& !or the
services incurre&. "he account shoul& be o'ne& b. the bill
to part. o! the service re>uest.
Ship8"o8*art.82& N:$AB1 hJ8parties.part.8i& *art. 2&enti!ier o! the part. that 'ill receive an. shippable
items i! re>uire&. "his part. shoul& be an active part. Fo!
t.pe *B1S=N or =1)AN2TA"2=NG 'ith a vali&
relationship to the S1 customer.
Ship8"o8Site82& N:$AB1 hJ8part.8sites.part.8site8i& *art. site i&enti!ier o! the ship to part.. "his shoul& be an
active site 'ith a Ship8"o usa%e o'ne& b. the ship to
part..
2! a ship8to8site8i& is passe&, then the ship8to8part.8i&
must be passe& as 'ell
Ship8"o8Site8:se82& N:$AB1 hJ8part.8site8uses.part.8site8use8
i&
Ship to part. site usa%e i&enti!ier.
"his shoul& be vali& site usa%e associate& 'ith the ship to
part. site an& ship to part..
2! the ship8to8site8use8i& is passe&, then the
ship8to8part.8i& must be passe& as 'ell.
Ship8"o8Contact82& N:$AB1 hJ8parties.part.8i& *art. i&enti!ier o! the ship to contact. Ship to contact
shoul& be a vali& part. 'ith an active relationship 'ith the
Ship to part. o! the service re>uest.
Ship8"o8Account82& N:$AB1 hJ8parties.part.8i& Ship to Account 2&enti!ier.
"his account shoul& be an active account that is o'ne& b. the
ship to part..
2nstall8Site82& N:$AB1 hJ8part.8sites.part.8site8i& 2&enti!ier o! the site 'here the pro&uct is installe&.
Deprecate&.
2nstall8site8:se82& N:$AB1 hJ8part.8sites.part.8site8i& 2&enti!ier o! the site 'here the pro&uct is installe&. 3 Not
:se&
Site82& N:$AB1 hJ8part.8sites.part.8site8i& *art. site i&enti!ier o! the support site o! the S1 ='ner.
Customer8Site82& N:$AB1 hJ8part.8sites.part.8site8i& *art. site i&enti!ier o! the customer site.
Source Program Attributes
S18Creation8Channel VA1C0A12F0G "he name o! the channel throu%h 'hich the S1 'as
create&. B#amples 'oul& be ;eb, A%ent, an& Automatic.
"he channel names are store& in ,ND8(==U:*S un&er
loo-up t.pe CS8S18C1BA"2=N8C0ANNB(.
(ast8:p&ate8Channel VA1C0A12F90G "he name o! the channel throu%h 'hich the S1 'as
up&ate&. B#amples 'oul& be ;eb, A%ent, an& Automatic.
"he channel names are store& in ,ND8(==U:*S un&er
loo-up t.pe CS8S18C1BA"2=N8C0ANNB(.
Creation8*ro%ram8Co&e VA1C0A12F90G E "he co&e o! the pro%ram that is creatin% the service
re>uest. "he pro%ram names are store& in ,ND8(==U:*S
un&er loo-up8t.pe CS8S18S=:1CB8*1=)1A$S.
B#amples 'oul& be S1 ,orms :2, iSupport :2, $obile
,iel& Service :2, *reventive $aintenance Concurrent
1e>uest etc.
(ast8:p&ate8*ro%ram8
Co&e
VA1C0A12F90G "he name o! the pro%ram unit that has last up&ate& the S1.
"he pro%ram names are store& in ,ND8(==U:*S un&er
loo-up8t.pe CS8S18S=:1CB8*1=)1A$S.
B#amples 'oul& be S1 ,orms :2, iSupport :2, $obile
,iel& Service :2, *reventive $aintenance Concurrent
1e>uest etc.
Inci*ent A**ress Attributes
2nci&ent8(ocation82& N:$AB1 hJ8locations.location8i& 4
hJ8part.8sites.part.8site8i&
2&enti!ier o! the location 'here the inci&ent is occurre&.
"he inci&ent location can be a part. site !rom
hJ8part.8sites or a location !rom hJ8locations.
2! the inci&ent8location8t.pe is D0T8(=CA"2=N@ then the
value in inci&ent8location8i& re!ers to the location8i& in
0T8(=CA"2=NS.
2! the inci&ent8location8t.pe is D0T8*A1"E8S2"B@ then
the value in inci&ent8location8i& re!ers to part.8site8i& in
0T8*A1"E8S2"BS.
2nci&ent8(ocation8".pe VA1C0A12F90G cs8loo-ups.loo-up8co&e ".pe o! the location to 'hich the value passe& in
inci&ent8location8i& correspon&s to.
"he vali& values are D0T8(=CA"2=N@ an&
D0T8*A1"E8S2"B@.
2nci&ent8A&&ress VA1C0A12F960G ,ree !orm a&&ress o! the location 'here the inci&ent
occurre&.
2nci&ent8Cit. VA1C0A12F60G ,ree !rom name o! the cit. 'here the inci&ent occurre&.
2nci&ent8State VA1C0A12F60G ,ree !rom name o! the state 'here the inci&ent occurre&.
2nci&ent8Countr. VA1C0A12F60G ,ree !rom name o! the countr. 'here the inci&ent occurre&.
2nci&ent8*rovince VA1C0A12F60G ,ree !rom name o! the province 'here the inci&ent
occurre&.
2nci&ent8*ostal8Co&e VA1C0A12F60G ,ree !rom postal co&e 'here the inci&ent occurre&.
2nci&ent8Count. VA1C0A12F60G ,ree !orm name o! the count. 'here the inci&ent occurre&.
%re*it %ar* Attributes
CC8Number VA1C0A12F4<G Not Supporte&
CC8B#piration8Date DA"B Not Supporte&
CC8".pe8Co&e VA1C0A12F90G Not Supporte&
CC8,irst8Name VA1C0A12F20G Not Supporte&
CC8(ast8Name VA1C0A12F20G Not Supporte&
CC8$i&&le8Name VA1C0A12F20G Not Supporte&
CC82D N:$AB1 Not Supporte&
;le=ible A**ress Attributes
2nci&ent8*oint8o!82ntere
st
VA1C0A12F240G ,ree !orm te#t &escribin% a ma5or lan&mar- closest to the
location 'here the inci&ent occurre&.
2nci&ent8Cross8Street VA1C0A12F240G ,ree !orm te#t &escribin% the street intersection closest to
the location 'here the inci&ent occurre&.
2nci&ent8Direction8?ual
i!ier
VA1C0A12F90G cs8loo-ups.loo-up8co&e Co&e &escribin% a &irection o! 'here the inci&ent occurre&.
e%. North.
"hese co&es are store& in ,ND8(==U:*S un&er loo-up
t.pe DCS8S18D21BC"2=NS@
2nci&ent8Distance8?uali
!ier
VA1C0A12F240G ,ree !orm te#t &escribin% a &istance measure. "his can be
use& 'ith the other non/postal component attributes to
ma-e up a location.
2nci&ent8Distance8?ual
8:=$
VA1C0A12F90G cs8loo-ups.loo-up8co&e Co&e &escribin% a unit o! measure
2nci&ent8A&&ress2 VA1C0A12F240G ,ree !orm a&&ress &escription.
2nci&ent8A&&ress9 VA1C0A12F240G ,ree !orm a&&ress &escription.
2nci&ent8A&&ress4 VA1C0A12F240G ,ree !orm a&&ress &escription.
2nci&ent8A&&ress8St.le VA1C0A12F90G ,ree !orm te#t &escribin% the a&&ress !ormat
2nci&ent8A&&r8(ines8*h
onetic
VA1C0A12F60G ,ree !orm te#t that &escribes the pronunciation o! the
inci&ent a&&ress lines.
2nci&ent8*=8Ao#8Numb
er
VA1C0A12F0G ,ree !orm te#t &escribin% a postal bo# number.
2nci&ent80ouse8Number VA1C0A12F0G ,ree !orm te#t &escribin% a house number.
2nci&ent8Street8Su!!i# VA1C0A12F0G ,ree !orm te#t &escribin% the street su!!i#.
2nci&ent8Street VA1CA12F10G ,ree !orm te#t &escribin% the street name.
2nci&ent8Street8Number VA1C0A12F0G ,ree !orm te#t &escribin% the street number.
2nci&ent8,loor VA1C0A12F10G ,ree !orm te#t &escribin% the level o! a buil&in%.
2nci&ent8Suite VA1C0A12F0G ,ree !orm te#t &escribin% a suite number.
2nci&ent8*ostal8*lus48C
o&e
VA1C0A12F0G ,ree !orm te#t &escribin% the a&&itional 4 postal co&e
&i%its.
2nci&ent8*osition VA1C0A12F0G
2nci&ent8(ocation8Direc VA1C0A12F640G
tions
2nci&ent8(ocation8Descr
iption
VA1C0A12F2000
G
Internal ;le= ;iel*s
1e>uest8Attribute1
.
1e>uest8Attribute1
VA1C0A12F10G ,le# !iel&s !or a&&itional in!ormation o! the S1. "his set o!
!le# !iel&s is visible onl. in an A%ent !acin% S1 :2 as in
the "ele Service :2. "hese !le# !iel&s are not visible !rom a
Customer !acin% S1 :2 as in the iSupport :2.
1e>uest8Conte#t VA1C0A12F90G ,le# !iel& Conte#t
5=ternal ;le=;iel*s
B#ternal8Attribute1
.
B#ternal8Attribute1
VA1C0A12F10G ,le# !iel&s !or a&&itional in!ormation on the S1. "his set o!
!le# !iel&s is visible in both an A%ent !acin% as 'ell as a
Customer !acin% S1 :2. 2.e. this set o! !le# !iel&s is visible
in both the "ele Service an& iSupport :2s.
"he name o! the !le# !iel& is
DCS82NC2DBN"S8A((8A8BL"@
B#ternal8Conte#t VA1C0A12F90G ,le# !iel& Conte#t
%oncurrent Program Attributes
*ro%ram82& N:$AB1 !n&8concurrent8pro%rams.pro%ra
m8i&
2&enti!ier o! the concurrent re>uest that has create& or
up&ate& the service re>ueste&.
*ro%ram8Application82& N:$AB1 !n&8concurrent8pro%rams.applicat
ion8i&
2&enti!ier o! the *ro%ram application that has create& or
up&ate& the service re>ueste&.
Conc81e>uest82& N:$AB1 !n&8concurrent8re>uest.re>uest8i& 2&enti!ier o! the pro%ram that has create& or up&ate& the
service re>ueste&.
*ro%ram8(o%in82& N:$AB1 Not :se&
>iscellaneous Attributes
*arent82nteraction82& N:$AB1 Not use&. F!ree !orm te#tG
*ro5ect8Number VA1C0A12F120G Not use&. F!ree !orm te#tG
?A8Collection8*lan82& N:$AB1 Not use&. F!ree !orm te#tG
"ime8Tone82& N:$AB1 Client time Jone i&enti!ier.
"ime8Di!!erence N:$AB1 "he time &i!!erence bet'een the a%ent@s time Jone an& the
S1@s primar. contact@s time Jone.
"erritor.82& N:$AB1 2&enti!ier o! the territor. associate& 'ith the S1 o'ner.
2nitialiJe8,la% VA1C0A12F1G 2n&icates i! the 2N parameter Dp8service8re>uest8rec8t.pe@
is initialiJe&. "he recor& t.pe can be initialiJe& b. invo-in%
the S1 proce&ure DinitialiJe8rec@. "his proce&ure sets the
values o! the recor& t.pe attributes to either
)8$2SS8N:$,)8$2SS8C0A1 or )8$2SS8DA"B,
&epen&in% on the &ata t.pe o! the attribute. 2! the
initialiJe8rec A*2 is invo-e&, this !la% is set to a value o!
D1@, else it has a value o! N:((.
Comm8*re!8Co&e VA1C0A12F90G Co&e o! the pre!erre& communication metho& o! the S1
customer. B%. 'eb, phone, e/mail, !a# etc.
Brror8Co&e VA1C0A12F20G ,ree !orm &escription o! the error co&e Fi! an.G !or the S1 .
$aint8or%aniJation8i& N:$AB1 $tl8parameters.or%aniJation8i& Assent maintenance or%aniJation i&enti!ier.
='nin%8Department82& N:$AB1 Aom8&epartments.&epartment8i& Assent o'nin% &epartment i&enti!ier.
(an%ua%e8i& N:$AB1 Not :se&
(an%ua%e VA1C0A12F4G "he lan%ua%e to be store& in the S1 translation table. 2! not
passe& it is &e!aulte& !rom the lan%ua%e o! the DA.
=ri%inal8=r&er8Number N:$AB1 Not use&.
*urchase8=r&er8Num VA1C0A12F0G Not use&.
Cust8*=8Number VA1C0A12F0G Not use&.
Cust8"ic-et8Number VA1C0A12F0G Not use&.
&' /' & ot e s 2abl e
Parameter ame "ata 27pe Require* $ali*ation: "efault: %omment
Note VA1C0A12F2000G E Note Description. $a# 2000 Characters
Note8Detail VA1C0A12F92767G Note Details. $a# 92U characters
Note8".pe VA1C0A12F240G ".pe o! the note.
Note8Conte#t8".pe801 VA1C0A12F90G Note Conte#t
Note8Conte#t8".pe82&801 N:$AB1 Note Conte#t 2&enti!ier
Note8Conte#t8".pe802 VA1C0A12F90G Note Conte#t
Note8Conte#t8".pe82&802 N:$AB1 Note Conte#t 2&enti!ier
Note8Conte#t8".pe809 VA1C0A12F90G Note Conte#t
Note8Conte#t8".pe82&809 N:$AB1 Note Conte#t 2&enti!ier
&' /' , %ont act s 2abl e
Parameter ame "ata 27pe Require* ;< Reference $ali*ation: "efault: %omment
Sr8Contact8*oint82& N:$AB1 cs8hJ8sr8contact8points.sr8cont
act8point8i&
2&enti!ier I *rimar. -e. o! the service contact point
recor&.
2! the value is passe& !or this parameter then it is
assume& that user is attemptin% an up&ate to e#istin%
contact point recor&.
2! the value is not passe& then a ne' contact point recor&
is create&.
*art.82& N:$AB1 E hJ8parties.part.8i& *art. 2&enti!ier o! the part.4emplo.ee 'ho is contact !or
the service re>uest.
"his part.8i& correspon&s to the part. i&enti!ier in
0T8*A1"2BS i! the contact t.pe is *B1S=N or
1B(A"2=NS02* an& points to the primar. -e. o!
*B18B$*(=EBBS8L i! the contact t.pe is
DB$*(=EBB@
Contact8*oint82& N:$AB1 E hJ8contact8points.contact8point
8i& =1
per8phones.phone8i&
2&enti!ier o! the contact point o! contact Fstore& in
part.8i&G.
"his contact8point8i& correspon&s to the
contact8point8i& in the table hJ8contact8points table.
2! the contact t.pe is DB$*(=EBB@ an& the contact point
t.pe is a phone, then this 2D points to a vali& recor& in
*B18*0=NBS.
Contact8*oint8".pe VA1C0A12F90G ".pe o! the contact point. B#. *hone, Bmail, ,a# etc.
*rimar.8,la% VA1C0A12F1G ,la% to in&icate i! the contact is the primar.. "here can
be onl. one primar. contact !or a service re>uest.
Contact8".pe VA1C0A12F90G ".pe o! the contact. Vali& contact t.pes are
B$*(=EBB, *A1"E81B(A"2=NS02*.
"he contact t.pe can be *B1S=N onl. i! the S1 part. is
o! t.pe *B1S=N.
&' /' - SR %reat e O)2 Rec 27pe (SR?%R5A25?O)2?R5%?2@P5)
Parameter ame "ata 27pe $ali*ation: "efault: %omment
1e>uest82& N:$AB1 Service 1e>uest uni>ue 2&enti!ier.
1e>uest8Number VA1C0A12F64G Service 1e>uest Number.
2nteraction82& N:$AB1 Not use&.
;or-!lo'8*rocess82& N:$AB1 2&enti!ier o! the ;, process i! launche& b. the Create Service 1e>uest A*2.
2n&ivi&ual8='ner N:$AB1 2&enti!ier o! an in&ivi&ual resource 'ho is assi%ne& as an o'ner o! the service re>uest.
)roup8='ner N:$AB1 2&enti!ier o! an resource %roup 'ho is assi%ne& as an o'ner o! the service re>uest.
2n&ivi&ual8".pe VA1C0A12F90G ".pe o! the in&ivi&ual resource assi%ne& as a service re>uest o'ner.
Auto81as-8)en8Status VA1C0A12F9G 1eturn status o! the automatic tas- %eneration process.
Auto8"as-8)en8Attempte
&
A==(BAN *arameter to in&icate i! the tas- %eneration process is attempte&.
,iel&8Service8"as-8Creat
e&
A==(BAN *arameter to in&icate i! an. !iel& service tas- is create& as a part o! tas- %eneration process.
Contract8Service82& N:$AB1 2&enti!ier o! the contract line assi%ne& to the service re>uest.
1espon&8A.8Date DA"B Date b. 'hich the service re>uest shoul& be respon&e&. "his &ate is calculate& usin% &e!ault S(A.
1esolve8A.8Date DA"B Date b. 'hich the service re>uest shoul& be resolve&. "his &ate is calculate& usin% the &e!ault S(A.
1espon&e&8=n8Date DA"B Date on 'hich the service re>uest is respon&e&.
2! a service re>uest is create& in a status that has a respon&e& b. !la% set to DE@ then this &ate is &e!aulte& to
s.s&ate.
1esolve&8=n8Date DA"B Date on 'hich the service re>uest is resolve&.
2! a service re>uest is create& in a status that has a resolve& b. !la% set to DE@ then this &ate is &e!aulte& to s.s&ate.
&' /' ( SR )p*at e O)2 Rec 27pe (SR?)P"A25?O)2?R5%?2@P5)
Parameter ame "ata 27pe $ali*ation: "efault: %omment
2nteraction82& N:$AB1 Not use&.
;or-!lo'8*rocess82& N:$AB1 2&enti!ier o! the ;, process i! launche& b. the :p&ate Service 1e>uest A*2.
2n&ivi&ual8='ner N:$AB1 2&enti!ier o! an in&ivi&ual resource 'ho is assi%ne& as an o'ner o! the service re>uest.
)roup8='ner N:$AB1 2&enti!ier o! an resource %roup 'ho is assi%ne& as an o'ner o! the service re>uest.
2n&ivi&ual8".pe VA1C0A12F90G ".pe o! the in&ivi&ual resource assi%ne& as a service re>uest o'ner.
1esolve&8=n8Date DA"B Date on 'hich the service re>uest is respon&e&.
2! a service re>uest is create& in a status that has a respon&e& b. !la% set to DE@ then this &ate is &e!aulte& to
s.s&ate.
1espon&e&8=n8Date DA"B Date on 'hich the service re>uest is resolve&.
2! a service re>uest is create& in a status that has a resolve& b. !la% set to DE@ then this &ate is &e!aulte& to s.s&ate.
,' Service Request #in3ing APIs
Service 1e>uest (in- A*2s are &e!ine& mainl. to create a relationship bet'een t'o service re>uests =1 bet'een a
service re>uest an& an. e#ternal ob5ect re%istere& in +", =b5ects.
,ollo'in% t.pes o! relationships are supporte& bet'een t'o ob5ects Fa sub5ect I an ob5ectG.
1. 1oot Cause o!
2. Cause& b.
9. Duplicate o!
4. =ri%inal !or
. 1e!erence !or
6. 1e!ers to
;hen a lin- bet'een t'o ob5ects is create& a reciprocal lin- bet'een same t'o ob5ects is create&.
,or e#ample: i! a lin- o! t.pe DCause& A.@ is create& bet'een a service re>uest I a &e!ect Fa service re>uest cause& b.
a &e!ectG then a reciprocal lin- bet'een the same &e!ect an& service re>uest Fa &e!ect root cause o! a service re>uestG is
automaticall. create&
"here can be onl. one active lin- o! a relationship t.pe bet'een t'o ob5ects. $ultiple lin-s o! &i!!erent relationship
t.pe can e#ists at the same time.
,1 %reate Service Request #in3
,' 1' 1 "es cri pt i on
Create Service 1e>uest F2nci&entG (in- A*2 is mainl. use& to create lin-s bet'een t'o ob5ects. "his A*2
currentl. supports creation o! lin- bet'een t'o service re>uests =1 bet'een a service re>uest an& an. ob5ect
re%istere& in +", =b5ects.
Some o! the important !eatures o! :p&ate Service 1e>uest A*2 are:
1. Create a lin- bet'een t'o ob5ects.
2. Bnsure that the lin- create& is uni>ue.
9. Automaticall. create a reciprocal lin- bet'een the ob5ects.
4. Avoi& creation o! circular lin-s.
,' 1' , 4usi ne s s 5vent s Rai s e *
Separate business events are raise& on creation o! a lin- !or the main lin- an& the reciprocal lin-.
Bvent Name: oracle.apps.cs.sr.Service1e>uest.relationshipcreate&.
2nternal event name: RELATIONSHIP_CREATE_FOR_SR
Various parameters are available to the event subscribers. ,or parameter &etails please re!er section H .2
,' 1' - )s er 9oo3s Support
None
,' 1' ( API Si gnat ur e 8 Parame t e r *es cri pt i on
API Signature
CS_Inci*ent)in/s_PUB.Create_Inci*ent)in/ (
P_!PI_ERSI1N IN NUMBER,
P_INI2_MS(_)IS2 IN !RC"!R# $% &N'_!PI.(_&!)SE,
P_C1MMI2 IN !RC"!R# $% &N'_!PI.(_&!)SE,
P_RESP_!PP)_I' IN NUMBER $% NU)), << not use*
P_RESP_I' IN NUMBER $% NU)), << not use*
P_USER_I' IN NUMBER $% NU)),
P_)1(IN_I' IN NUMBER $% &N'_!PI.(_MISS_NUM,
P_1R(_I' IN NUMBER $% NU)), << not use*
P_)IN=_REC IN CS_INCI'EN2_)IN=_REC_23PE $% NU)),
>_RE2URN_S2!2US 1U2 N1C1P3 !RC"!R#,
>_MS(_C1UN2 1U2 N1C1P3 NUMBER,
>_MS(_'!2! 1U2 N1C1P3 !RC"!R#,
>_1B?EC2_ERSI1N_NUMBER 1U2 N1C1P3 NUMBER
>_RECIPR1C!)_)IN=_I' 1U2 N1C1P3 NUMBER,
>_)IN=_I' 1U2 N1C1P3 NUMBER 4:
Parameter "escription
Parameter ame 27pe "ata 27pe Require* $ali*ation: "efault: %omment
*8Api8Version 2N N:$AB1 E Vali& A*2 Version F2.0G
*82nit8$s%8(ist 2N A==(BAN N 2nitialiJe messa%e listK
De!ault 3 !n&8api.%8!alse
*8Commit 2N A==(BAN N Commit chan%esK
De!ault 3 !n&8api.%8!alse
*81esp8Appl82& 2N N:$AB1 N :ser 1esponsibilit. Application 2&enti!ier.
De!ault 3 !n&8%lobal.resp8appl8i&
*81esp82& 2N N:$AB1 N :ser 1esponsibilit. 2&enti!ier
De!ault 3 !n&8%lobal.resp8i&
*8:ser82& 2N N:$AB1 E :ser 2&enti!ier
De!ault 3 !n&8%lobal.user8i&
*8(o%in82& 2N N:$AB1 N (o%in session 2&enti!ier
De!ault 3 !n&8%lobal.lo%in8i&
*8=r%82& 2N N:$AB1 N =peratin% unit 2&enti!ier
De!ault 3 N:((
*8(in-81ec 2N Service1e>uest
81ec8".pe
E *(4S?( recor& t.pe that has all the attributes
users can provi&e to create service re>uest.
*lease see section 9.6.1 belo' !or more &etails.
L81eturn8Status =:" VA1C0A12 1eturn status o! the A*2 re>uest
L8$s%8Count =:" N:$AB1 Count o! the messa%es returne& b. the A*2
L8$s%8Data =:" VA1C0A12 A concatenate& error4'arnin% messa%e strin%.
L8=b5ect8Version8Nu
mber
=:" N:$AB1 =b5ect version number o! the main lin- create&.
L81eciprocal8(in-82& =:" N:$AB1 2&enti!ier o! the reciprocal lin- create&.
L8(in-82& =:" N:$AB1 2&enti!ier o! the main lin- create&.
,'& )p*ate Service Request #in3
,' &' 1 "es cri pt i on
:p&ate Service 1e>uest F2nci&entG (in- A*2 is mainl. use& to up&ate the lin- attributes.
A. current architecture o! the A*2 i! an. o! the lin- attribute is up&ate& then the e#istin% lin- is en& &ate&
an& a ne' lin- is create& 'ith the ne' attributes an& b. cop.in% the values !or remainin% attributes !rom the
ol& lin-. ,urther the relate& reciprocal lin- is also en& &ate& an& a ne' reciprocal lin- is create&.
Some o! the important !eatures o! :p&ate Service 1e>uest F2nci&entG (in- A*2 are:
1. Allo' up&ates to an. lin- attributes.
2. Bnsure that the lin- create& as a part o! up&ate is uni>ue.
9. Automaticall. re/create a reciprocal lin- bet'een the ob5ects.
4. Avoi& creation o! circular lin-s.
,' &' , 4usi ne s s 5vent s Rai s e *
Since ne' lin-s are create& ever. time a lin- is up&ate& separate business event is raise& as belo' !or the
main lin- an& a reciprocal lin-.
Bvent Name: oracle.apps.cs.sr.Service1e>uest.relationshipcreate&.
2nternal event name: RELATIONSHIP_CREATE_FOR_SR
Various parameters are available to the event subscribers. ,or parameter &etails please re!er section H 4.2
,' &' - )s er 9oo3s Support
None
,' &' ( API Si gnat ur e 8 Parame t e r *es cri pt i on
API Signature
CS_Inci*ent)in/s_PUB.Up*ate_Inci*ent)in/ (
P_!PI_ERSI1N IN NUMBER,
P_INI2_MS(_)IS2 IN !RC"!R# $% &N'_!PI.(_&!)SE,
P_C1MMI2 IN !RC"!R# $% &N'_!PI.(_&!)SE,
P_RESP_!PP)_I' IN NUMBER $% NU)),
P_RESP_I' IN NUMBER $% NU)),
P_USER_I' IN NUMBER $% NU)),
P_)1(IN_I' IN NUMBER $% &N'_!PI.(_MISS_NUM,
P_1R(_I' IN NUMBER $% NU)),
P_)IN=_I' IN NUMBER,
P_1B?EC2_ERSI1N_NUMBER IN NUMBER, <
P_)IN=_REC IN CS_INCI'EN2_)IN=_REC_23PE $% NU)),
>_RE2URN_S2!2US 1U2 N1C1P3 !RC"!R#,
>_1B?EC2_ERSI1N_NUMBER 1U2 N1C1P3 NUMBER,
>_MS(_C1UN2 1U2 N1C1P3 NUMBER,
>_MS(_'!2! 1U2 N1C1P3 !RC"!R4:
Parameter "escription
Parameter ame 27pe "ata 27pe Require* $ali*ation: "efault: %omment
*8Api8Version 2N N:$AB1 E Vali& A*2 Version F2.0G
*82nit8$s%8(ist 2N A==(BAN N 2nitialiJe messa%e listK
De!ault 3 !n&8api.%8!alse
*8Commit 2N A==(BAN N Commit chan%esK
De!ault 3 !n&8api.%8!alse
*81esp8Appl82& 2N N:$AB1 N :ser 1esponsibilit. Application 2&enti!ier.
De!ault 3 !n&8%lobal.resp8appl8i&
*81esp82& 2N N:$AB1 N :ser 1esponsibilit. 2&enti!ier
De!ault 3 !n&8%lobal.resp8i&
*8:ser82& 2N N:$AB1 E :ser 2&enti!ier
De!ault 3 !n&8%lobal.user8i&
*8(o%in82& 2N N:$AB1 N (o%in session 2&enti!ier
De!ault 3 !n&8%lobal.lo%in8i&
*8=r%82& 2N N:$AB1 N =peratin% unit 2&enti!ier
De!ault 3 N:((
*8(in-82& 2N N:$AB1 E 2&enti!ier o! the lin- bein% up&ate&.
*8=b5ect8Version8Numbe
r
2N N:$AB1 E =b5ect version number o! the lin- bein% up&ate&.
*8(in-81ec 2N Cs8inci&ent8lin-
8rec8t.pe
N *(4S?( recor& t.pe that has all the lin-
attributes users can provi&e to create service
re>uest lin-.
*lease see section 9.4.1 belo' !or more &etails.
L81eturn8Status =:" VA1C0A12 1eturn status o! the A*2 re>uest
L8$s%8Count =:" N:$AB1 Count o! the messa%es returne& b. the A*2
L8$s%8Data =:" VA1C0A12 A concatenate& error4'arnin% messa%e strin%.
L8=b5ect8Version8Numbe
r
=:" N:$AB1 =b5ect version number o! the main lin- create&.
,', "elete Service Request #in3
,' ,' 1 "es cri pt i on
Delete Service 1e>uest F2nci&entG (in- A*2 is use& to &elete the lin- bet'een t'o ob5ects. =n &elete the lin-
is en& &ate& an& the reciprocal lin- is en& &ate& as 'ell.
,' ,' & )sag e
Delete Service 1e>uest F2nci&entG (in- A*2 can be use& to en& &ate a lin- bet'een t'o ob5ects.
,' ,' , 4usi ne s s 5vent s Rai s e *
Separate business events as belo' are raise& !or a lin- an& a reciprocal lin- on &eletin% a lin-.
Bvent Name: oracle.apps.cs.sr.Service1e>uest.relationship&elete&.
2nternal event name: RELATIONSHIP_DELETE_FOR_SR
Various parameters are available to the event subscribers. ,or parameter &etails please re!er section H 4.2
,' ,' - )s er 9oo3s Support
None
,' ,' ( API Si gnat ur e 8 Parame t e r *es cri pt i on
API Signature
PR1CE'URE 'E)E2E_INCI'EN2)IN= (
P_!PI_ERSI1N IN NUMBER,
P_INI2_MS(_)IS2 IN !RC"!R# $% &N'_!PI.(_&!)SE,
P_C1MMI2 IN !RC"!R# $% &N'_!PI.(_&!)SE,
P_RESP_!PP)_I' IN NUMBER $% NU)), << not use*
P_RESP_I' IN NUMBER $% NU)), << not use*
P_USER_I' IN NUMBER $% NU)), << not use*
P_)1(IN_I' IN NUMBER $% &N'_!PI.(_MISS_NUM,
P_1R(_I' IN NUMBER $% NU)), << not use*
P_)IN=_I' IN NUMBER, << no c9ange
>_RE2URN_S2!2US 1U2 N1C1P3 !RC"!R#,
>_MS(_C1UN2 1U2 N1C1P3 NUMBER,
>_MS(_'!2! 1U2 N1C1P3 !RC"!R# 4:
Parameter "escription
Parameter ame 27pe "ata 27pe Require* $ali*ation: "efault: %omment
*8Api8version 2N N:$AB1 E Vali& A*2 Version F2.0G
*82nit8ms%8list 2N A==(BAN N 2nitialiJe messa%e listK
De!ault 3 !n&8api.%8!alse
*8Commit 2N A==(BAN N Commit chan%esK
De!ault 3 !n&8api.%8!alse
*81esp8Appl82& 2N N:$AB1 N :ser 1esponsibilit. Application 2&enti!ier.
De!ault 3 !n&8%lobal.resp8appl8i&
*81esp82& 2N N:$AB1 N :ser 1esponsibilit. 2&enti!ier
De!ault 3 !n&8%lobal.resp8i&
*8:ser82& 2N N:$AB1 E :ser 2&enti!ier
De!ault 3 !n&8%lobal.user8i&
*8(o%in82& 2N N:$AB1 N (o%in session 2&enti!ier
De!ault 3 !n&8%lobal.lo%in8i&
*8=r%82& 2N N:$AB1 N =peratin% unit 2&enti!ier
De!ault 3 N:(( /// Note use&
*8(in-82& 2N N:$AB1 E 2&enti!ier o! the lin- bein% &elete&.
L81eturn8Status =:" VA1C0A12 1eturn status o! the A*2 re>uest
L8$s%8Count =:" N:$AB1 Count o! the messa%es returne& b. the A*2
L8$s%8Data =:" VA1C0A12 A concatenate& error4'arnin% messa%e strin%.
,'- P#0S1# Recor* an* 2able Structure "efinitions use* in SR #in3 APIs
,' -' 1 Servi c e Reque s t Recor* 27pe (%S?I%I"52?#I<?R5%?2@P5)
Parameter ame "ata 27pe Require* $ali*ation: "efault: %omment
(in-82& N:$AB1 :ni>ue 2&enti!ier o! the lin- bein% create&.
S.stem %enerate&.
De!ault: Null
Sub5ect82& N:$AB1 2&enti!ier o! the sub5ect o! the lin- bein% create&.
De!ault: Null
Sub5ect8".pe VA1C0A12F90G ".pe o! the sub5ect o! the lin-.
"he sub5ect t.pe is the ob5ect re%istere& in the
+",8=b5ects table.
De!ault: Null
=b5ect82& N:$AB1 2&enti!ier o! the ob5ect o! the lin- bein% create&.
De!ault: Null De!ault: Null
=b5ect8".pe VA1C0A12F90G ".pe o! the ob5ect o! the lin-.
"he ob5ect t.pe is the ob5ect re%istere& in the
+",8=b5ects table.
De!ault: Null
=b5ect8Number VA1C0A12F90G =b5ect Number o! the ob5ect bein% lin-e&.
(in-8".pe82& N:$AB1 2&enti!ier o! the lin- t.pe.
De!ault: Null
(in-8".pe VA1C0A12F240G ".pe o! the lin- bein% create&.
Supporte& lin- t.pes are
1. 1oot Cause o!
2. Cause& b.
9. Duplicate o!
4. =ri%inal !or
. 1e!erence !or
6. 1e!ers to
7. 1e>uest82& N:$AB1 2&enti!ier o! the service re>uest that is part o! the
lin- bein% create&.
*ro%ram8Application82& N:$AB1 2&enti!ier o! the *ro%ram application that has
create& or up&ate& the service re>ueste&.
*ro%ram82& N:$AB1 2&enti!ier o! the concurrent re>uest that has
create& or up&ate& the service re>ueste&.
De!ault: Null
*ro%ram8:p&ate8Date DA"B De!ault: Null 3 Not use&
(in-8Se%ment1
.
(in-8Se%ment1
VA1C0A12F10G Descriptive ,le# ,iel&s
De!ault:/ ,ND8A*2.)8$2SS8C0A1
(in-8Conte#t VA1C0A12F90G Descriptive !le# !iel& conte#t.
De!ault:/ ,ND8A*2.)8$2SS8C0A1
-' Appen*i= A A Service 4usiness 5vent an* event Parameters
-'1 SR 4usiness 5vents
# Event Name Type Status
1 Oracle.apps.cs.sr.ServiceRequest.created Event Enabled
2 Oracle.apps.cs.sr.ServiceRequest.updated Event Enabled
3 oracle.apps.cs.sr.ServiceRequest.newcontactadded Event Enabled
4 oracle.apps.cs.sr.ServiceRequest.reassigned Event Enabled
5 oracle.apps.cs.sr.ServiceRequest.statuschanged Event Enabled
6 oracle.apps.cs.sr.ServiceRequest.relationshipcreated Event Enabled
7 oracle.apps.cs.sr.ServiceRequest.relationshipdeleted Event Enabled
oracle.apps.cs.sr.ServiceRequest.eventgroup
!"his is $ust a grouping o% events listed above!1&7''
Event
(roup
Enabled
('& 4usiness 5vent Pa7loa* information
# Event Name Parameter
1 oracle.apps.cs.sr.ServiceRequest.created RE)*ES"+,*-.ER
*SER+/0
RES1+/0
RES1+2113+/0
/,/"/2"OR+RO3E
-2,*23+32*,45
SE,0ER+RO3E
67+20-/,/S"R2"OR
2 oracle.apps.cs.sr.ServiceRequest.updated RE)*ES"+,*-.ER
*SER+/0
RES1+/0
RES1+2113+/0
/,/"/2"OR+RO3E
-2,*23+32*,45
SE,0ER+RO3E
67+20-/,/S"R2"OR
1RE8+O6,ER+/0
1RE8+"91E+/0
1RE8+SE8ER/"9+/0
1RE8+S"2"*S+/0
1RE8+*R(E,49+/0
1RE8+S*--2R9
3 oracle.apps.cs.sr.ServiceRequest.newcontactadded RE)*ES"+,*-.ER
*SER+/0
RES1+/0
RES1+2113+/0
/,/"/2"OR+RO3E
-2,*23+32*,45
SE,0ER+RO3E
67+20-/,/S"R2"OR
1RE8+O6,ER+/0
1RE8+"91E+/0
1RE8+SE8ER/"9+/0
1RE8+S"2"*S+/0
1RE8+*R(E,49+/0
1RE8+S*--2R9
,E6+4O,"24"+1O/,"+,2-E
,E6+4O,"24"+1O/,"+/0+3/S"
4 oracle.apps.cs.sr.ServiceRequest.reassigned RE)*ES"+,*-.ER
*SER+/0
RES1+/0
RES1+2113+/0
/,/"/2"OR+RO3E
-2,*23+32*,45
SE,0ER+RO3E
67+20-/,/S"R2"OR
1RE8+O6,ER+/0
1RE8+"91E+/0
1RE8+SE8ER/"9+/0
1RE8+S"2"*S+/0
1RE8+*R(E,49+/0
1RE8+S*--2R9
5 oracle.apps.cs.sr.ServiceRequest.statuschanged RE)*ES"+,*-.ER
*SER+/0
RES1+/0
RES1+2113+/0
/,/"/2"OR+RO3E
-2,*23+32*,45
SE,0ER+RO3E
67+20-/,/S"R2"OR
RE)*ES"+S"2"*S+O30
1RE8+"91E+/0
1RE8+SE8ER/"9+/0
1RE8+S"2"*S+/0
1RE8+*R(E,49+/0
1RE8+S*--2R9
6 oracle.apps.cs.sr.ServiceRequest.relationshipcreated RE)*ES"+,*-.ER
*SER+/0
RES1+/0
RES1+2113+/0
/,/"/2"OR+RO3E
-2,*23+32*,45
SE,0ER+RO3E
67+20-/,/S"R2"OR
,"79+3/,:+"91E
,"79+3/,:E0+/,4/0E,"+,*-.ER
3/,:+S*.;E4"+"91E
3/,:+O.;E4"+"91E
7 oracle.apps.cs.sr.ServiceRequest.relationshipdeleted Event
-', Parameter "etails
# Parameter Description
1 RE)*ES"+,*-.ER Request ,u<ber & Service Request nu<ber.
2 *SER+/0 *ser id & session user id.
3 RES1+/0 Resp+id & sesison responsibilit= id and
4 RES1+2113+/0 Resp+appl+id & application id.
5 /,/"/2"OR+RO3E /nitiator+Role > !w%+role' *sed to send SR 3in? noti%ication. "his is the role o%
the user creating the SR 3in?.
6 -2,*23+32*,45 -anual+3aunch > /ndicator %or the seeded business event to launch the 67
1rocess associated with the SR "=pe.
7 SE,0ER+RO3E Sender+Role > !w% Role' Role used to send all other business noti%ications other
than SR 3in?ing noti%ication. "hese noti%ications appear as being sent %ro< this
role.
67+20-/,/S"R2"OR 67+2d<inistrator > Error noti%ications are sent to the role setup as
w%+ad<inistrator. !/nternal 67 2ttribute'.
@ 1RE8+O6,ER+/0 Old owner /denti%ier i% owner is updated in SR update process
1A 1RE8+"91E+/0 Old SR t=pe /denti%ier i% SR t=pe is updated in SR update process
11 1RE8+SE8ER/"9+/0 Old severit= /denti%ier i% severit= is updated in SR update process
12 1RE8+S"2"*S+/0 Old status /denti%ier i% status is updated in SR update process
13 1RE8+*R(E,49+/0 Old urgenc= /denti%ier i% urgenc= is updated in SR update process
14 1RE8+S*--2R9 Old SR su<<ar= i% su<<ar= is updated in SR update process
15 ,"79+3/,:+"91E "=pe o% the lin? when a service request lin? is created.
16 ,"79+3/,:E0+/,4/0E,
"+,*-.ER
Request ,u<ber o% the lin?ed service request.
17 3/,:+S*.;E4"+"91E "=pe o% the sub$ect when a lin? is created.
1 3/,:+O.;E4"+"91E "=pe o% the ob$ect when a lin? is created.
1@ ,E6+4O,"24"+1O/,"
+,2-E
4oncatenated list o% na<es o% the new contacts that are added to the
service request.
2A ,E6+4O,"24"+1O/,"
+/0+3/S"
4oncatenated list o% part=+ids o% the new contacts that are added to the
service request.