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/base/}BaseRequest
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 |
|---|---|
|
Extended by |
|
|
Extended by |
Attributes
The following table describes attributes in the service data object.
| Name | Type | Description |
|---|---|---|
|
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 |
|
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. |
|
BusinessUnitName |
string |
The name of the business unit associated to the service request |
|
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. |
|
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. |
|
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. |
|
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. |
|
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. |
|
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. |
|
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. |
|
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.
|
|
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 |
The list of contacts associated to the serivce request. |
|
|
messages |
The list of service request messages. |
|
|
resourceMembers |
The list of resources associated to the service request. |
|
|
resourceTeams |
The list of resource teams associated to the service request |
|
|
srInteractionReferences |
Indicates the list of interaction references for a service request. |
|
|
srMilestone |
Indicates the milestone associated with the service request. |
|
|
srReferences |
The list of other objects associated to the service request. E.g. Knowledge articles. |