Service Request

Header level information about a request from a customer for service from the time the customer makes the request until the request is resolved. For example, if a customer has an issue with their laptop battery draining too fast, the details of the customer and the issue they are facing is stored in the service request header.

QName: {http://xmlns.oracle.com/apps/crm/service/svcMgmt/srMgmt/srMgmtService/}ServiceRequest

Relationships

The following table describes how this service data object is related to other service data objects or business object services.

Relationship Type	Object or Service
Contains	Service Request Reference
Contains	Message
Contains	Service Request Resource Team
Contains	Milestone
Contains	Service Request Contact
Contains	Service Request Resource
Contains	Interaction Reference
Handled by	Service Request Service

Attributes

The following table describes attributes in the service data object.

Name	Type	Description
AccountPartyEmailAddress	string	Indicates the e-mail ID of the account on the service request.
AccountPartyFormattedPhoneNumber	string	Indicates the formatted phone number of the account on the service request.
AccountPartyId	long	The unique party object ID of the account associated to the service request.
AccountPartyName	string	The party name associated with the account.
AccountPartyPreferredContactMethod	string	Indicates the preferred contact method of the account on the service request.
AccountPartyUniqueName	string	The unique party name associated with the account.
AffectedPartyPersonId	long	Indicates the contact person ID of the party affected in the service request
AffectedPartyPersonName	string	Indicates the display name of the affected party person in the service request
AssetId	long	The unique ID of the asset associated to the service request.
AssetNumber	string	The Asset Number of the asset that is associated to the service request
AssetSerialNumber	string	The serial number of the asset that is associated to the service request.
AssigneeEmailAddress	string	The email address of the assignee
AssigneeFormattedAddress	string	Formatted Address of the SR Assignee.
AssigneeFormattedPhoneNumber	string	Indicates the phone number of the resource to whom the service request is assigned.
AssigneePartyId	long	The unique party object ID of the service request assignee.
AssigneePersonName	string	The email address of the assignee.
AssigneeResourceId	long	The ID of the resource (for example, a support engineer) assigned to the service request.
BUOrgId	long	The unique ID of the business unit name associated to the service request.
BillToCustomerAccountDescription	string	The description of the customer account to be billed for work performed on the service request.
BillToCustomerAccountId	long	The customer account to be billed for work performed on the service request.
BillToCustomerAccountNumber	string	The PUID for the customer account to be billed for work performed on the service request.
BillToCustomerAccountSiteId	long	The customer account site to be billed for work performed on the service request.
BillToCustomerAccountSiteUsageNumber	string	The PUID for the customer account site bill-to usage.
BillToCustomerId	long	The customer to be billed for work performed on the service request.
BillToCustomerName	string	The name of the customer to be billed for work performed on the service request.
BillToCustomerNumber	string	The PUID for the customer to be billed for work performed on the service request.
BillToPartySiteFormattedAddress	string	The formatted address for the customer site to be billed for work performed on the service request.
BillToPartySiteId	long	The address of the customer site to be billed for work performed on the service request.
BillToPartySiteLocationId	long	The location of the customer site to be billed for work performed on the service request.
BillToPartySiteName	string	The name of the customer site to be billed for work performed on the service request.
BillToPartySiteNumber	string	The PUID for the customer site to be billed for work performed on the service request.
BusinessUnitName	string	The name of the business unit associated to the service request
CaseId	long	Indicates the case to which this service request has been associated.
CategoryId	long	The unique ID of the service request category.
CategoryName	string	The name of the category associated to the service request.
ChannelId	long	Indicates the service request channel.
ChannelTypeCd	string	Indicates the channel type.
ChannelTypeCdMeaning	string	Indicates the display value corresponding to the channel type lookup code for the service request.
ClosedDate	{http://xmlns.oracle.com/adf/svc/types/}dateTime-Timestamp	The date when the service request was closed (if closed).
ComplianceFlag	boolean	Indicates the compliance status of the milestone.
CorpCurrencyCode	string	The corporate currency code.
CreatedBy	string	The user who created the service request.
CreationDate	{http://xmlns.oracle.com/adf/svc/types/}dateTime-Timestamp	The date and time when the service request was created.
CriticalFlag	boolean	Indicates whether the service request is critical. If critical, the value is Y, else the value is N.
CurcyConvRateType	string	The corporate currency conversion rate type.
CurrencyCode	string	The currency code.
DeleteFlag	boolean	This flag controls if the user has access to delete the record
DueDate	{http://xmlns.oracle.com/adf/svc/types/}dateTime-Timestamp	Indicates the due date of the milestone.
FirstTransferDate	{http://xmlns.oracle.com/adf/svc/types/}dateTime-Timestamp	Indicates the date and time of the first transfer of the service request.
HeaderFlag	boolean	Indicates if the current milestone should be saved on the service request header.
IBAssetDescription	string	Indicates the Install Base asset description of the service request.
IBAssetId	long	The Unique ID of the associated Install Base asset record.
IBAssetLocation	string	The formatted address of the installed base asset of the service request.
IBAssetLocationType	string	Indicates the type of location of the asset of the service request.
IBAssetNumber	string	Indicates the Installed Base asset number of the service request.
IBAssetSerialNumber	string	Indicates the Install Base asset serial number of the service request.
InternalPriorityCd	string	Indicates the internal priority of the service request.
InventoryItemId	long	The unique ID of the product associated to the service request.
InventoryOrgId	long	The unique ID of the organization of the product that is associated with the service request.
LanguageCd	string	The customer's preferred language for the service request.
LastReopenDate	{http://xmlns.oracle.com/adf/svc/types/}dateTime-Timestamp	The date and time when the service request was last reopened.
LastResolvedDate	{http://xmlns.oracle.com/adf/svc/types/}dateTime-Timestamp	The date and time when the service request was resolved.
LastTransferDate	{http://xmlns.oracle.com/adf/svc/types/}dateTime-Timestamp	Indicates the date and time of the last transfer of the service request.
LastTransferredBy	string	Indicates the user who last transferred the service request.
LastUpdateDate	{http://xmlns.oracle.com/adf/svc/types/}dateTime-Timestamp	The date and time when the service request was last updated.
LastUpdateLogin	string	The application login id of the user who last updated the service request.
LastUpdatedBy	string	The user who last updated the service request.
LastUpdatedByDisplayName	string	The display name of the user who last updated the service request.
LastUpdatedByEmailAddress	string	Indicates the e-mail address of the person who last updated the service request.
LastUpdatedByPartyId	long	Indicates the Party ID of the person who last updated the service request.
LoyMemberId	long	The unique ID of the loyalty membership.
LoyMemberName	string	The member name of the loyalty membership.
MilestoneConfigId	long	The unique ID of the milestone configuration associated with the service request.
MilestoneLabel	string	User defined name for the milestone.
MilestoneStatusCd	string	Indicates the status of the milestone.
NetworkTypeCd	string	Indicates the type of social network.
OpenDate	{http://xmlns.oracle.com/adf/svc/types/}dateTime-Timestamp	The date when the service request was reported by the customer.
OriginalSystemReference	string	The reference to the service request record in the original system from which service request was imported (if imported).
OwnerTypeCd	string	Indicates the type of the service request owner. For example, the owner of the service request may be a customer or a partner.
PartnerAccountPartyId	long	The unique party object ID of the partner account associated with the service request.
PartnerAccountPartyName	string	The party name associated with the partner.
PartnerAccountPartyUniqueName	string	The unique party name associated with the partner.
PrimaryContactDoNotContactFlag	boolean	Indicates that the primary contact of the service request does not want to be contacted.
PrimaryContactEmailAddress	string	Indicates the e-mail of the primary contact associated with the service request.
PrimaryContactFormattedAddress	string	Indicates the formatted address of the primary contact of the service request.
PrimaryContactFormattedPhoneNumber	string	Indicates the service request primary contact's formatted phone number
PrimaryContactPartyId	long	The unique ID of the contact who intially reported the service request. The contact is also the primary contact of the service request.
PrimaryContactPartyName	string	Indicates the name of the service request primary contact.
PrimaryContactPartyUniqueName	string	The unique party name associated with the primary contact.
PrimaryContactPersonId	long	The Person ID of the contact who intially reported the service request. The contact is also the primary contact of the service request.
PrimaryContactPreferredContactMethod	string	Indicates the preferred contact method of the primary contact of the service request.
ProblemCd	string	Indicates the problem code of the service request.
ProblemDescription	string	The service request's problem description/statement and the steps to reproduce the issue.
ProdGroupId	long	The unique identifire of the product group associated to the service request.
ProdGroupName	string	The name of the product group associated to the service request.
ProductItemDescription	string	The description of the product associated with the service request.
ProductItemNumber	string	The product number/code of the product associated with the service request.
ProductItemOrgId	long	Indicates the product organization.
PurchaseOrder	string	Indicates the purchase order associated with the service request.
QueueId	long	The unique ID of the queue to which the service request is assigned.
QueueName	string	The name of the queue associated to the service request.
RecordSet	string	Used by REST API to run saved searches.
ReportedByEmailAddress	string	Indicates the e-mail address of the person who reported the service request.
ReportedByFormattedPhoneNumber	string	Indicates the formatted phone number of the person who reported the service request.
ReportedByPartyId	long	The user who created the service request in the system.
ReportedByPartyName	string	Reported By Party Name
ReportedByPartyUniqueName	string	The unique name of the user who created the service request.
ResolutionCd	string	Indicates the resolution code of the service request.
ResolutionCdMeaning	string	Indicates the display value corresponding to the resolution lookup code for the service request.
ResolveDescription	string	Indicates how the service request has been resolved.
ResolveOutcomeCd	string	Indicates the outcome of a service request resolution.
ResolveOutcomeCdMeaning	string	Indicates the display value corresponding to the resolution outcome lookup code for the service request.
ResolvedBy	string	Indicates the user who resolved the service request.
ResolvedByPartyId	long	The unique identifier of the user who resolved this service request.
ServiceProfileId	long	The service profile associated with the service request.
ServiceProfileName	string	The name of the service profile associated with the service request.
ServiceProfileNumber	string	The PUID for the service profile associated with the service request.
ServiceProfilePartySiteId	long	The address of the service profile associated with the service request.
ServiceProfilePartySiteLocationId	long	The location of the service profile associated with the service request.
ServiceProfilePartySiteName	string	The name of the address of the service profile associated with the service request.
ServiceProfilePartySiteNumber	string	The PUID of the address of the service profile associated with the service request.
ServiceProfileSiteFormattedAddress	string	The formatted address of the service profile associated with the service request.
ServiceZoneId	long	The unique identifier of the service zone for the service request.
ServiceZoneName	string	Indicates the service region of the service request.
SeverityCd	string	Indicates the severity of the service request.
SeverityCdMeaning	string	Indicates the display value corresponding to the severity lookup code for the service request.
SeverityColorCd	string	Indicates the color code for the severity of the service requet
SeverityRank	int	Indicates the numeric code of the service request severity.
SocialPrivateFlag	boolean	Indicates if the service request was created from a private social post.
SourceCd	string	Indicates how the service request was created in the application.
SrCreatedBy	string	The user who created the service request.
SrId	long	The unique ID of the service request record. Primary Key
SrLastUpdateDate	{http://xmlns.oracle.com/adf/svc/types/}dateTime-Timestamp	The date and time when the service request was last updated.
SrLastUpdateLogin	string	The application login id of the user who last updated the service request.
SrLastUpdatedBy	string	The user who last updated the service request.
SrMilestoneId	long	The unique ID of the milestone associated to the service request.
SrNumber	string	The unique number that is used to identify a service request. You can customize the service requestNumber to a format that is best suitable to your oragnizational requirements.
StatusCd	string	Indicates the status code of the service request.
StatusCdMeaning	string	Indicates the display value corresponding to the status lookup code for the service request.
StatusTypeCd	string	Indicates the status type of the service request.
StatusTypeCdMeaning	string	Indicates the display value corresponding to the status type lookup code for the service request.
StripeCd	string	Indicates the application context of the service request.
SurveyResponseDate	{http://xmlns.oracle.com/adf/svc/types/}dateTime-Timestamp	The date and time when the response to this survey was submitted to the survey vendor.
SurveySentDate	{http://xmlns.oracle.com/adf/svc/types/}dateTime-Timestamp	The date and time when survey was last sent for this service request.
TimeRemaining	string	Indicates the time remaining in the milestone
TimezoneCode	string	The service request time zone used for computing the milestone due date.
Title	string	A brief title of the service request.
TransferCount	long	Count showing how many times a service request has been transferred.
TransferNote	string	This field contains information about transfer note.
TransferReasonCd	string	Lookup code that indicates the transfer reason.
UniqueExternalSystemReference	string	The unique alternative identifier of the service request in the original reference system. Use this column to store the identifier of the service request in the external application you are integrating with.
UpdateFlag	boolean	This flag controls if the user has access to update the record
WarnedFlag	boolean	Indicates that the milestone passed the warning threshold.
contacts	Service Request Contact	The list of contacts associated to the serivce request.
messages	Message	The list of service request messages.
resourceMembers	Service Request Resource	The list of resources associated to the service request.
resourceTeams	Service Request Resource Team	The list of resource teams associated to the service request
srInteractionReferences	Interaction Reference	Indicates the list of interaction references for a service request.
srMilestone	Milestone	Indicates the milestone associated with the service request.
srReferences	Service Request Reference	The list of other objects associated to the service request. E.g. Knowledge articles.