CS Service Requests – Oracle EBS SQL Report

Oracle E-Business Suite SQL report from the Enginatics Library powered by Blitz Report™. Oracle EBS module: Service · all Service reports

Overview

Service requests with customer, product, owner, status and response and resolution times, one row per request.

Response and resolution hours are measured from the reported date to the responded and resolved dates. A request is overdue when it was responded to or resolved after its respond by or resolve by date. Without a responded or resolved date, its close date is used, or the current date while it is open.

Detail Level adds the request’s tasks or notes, one row per task or note; private notes are listed only for the user who entered them.

Run this report in Excel in seconds: download Blitz Report™ free (your first 30 reports are free) or try it in the online demo.

Report Parameters

Operating Unit, Reported Date From, Reported Date To, Request Number, Request Type, Status, Open Only, Severity, Customer Name, Owner Group, Owner, Item, Serial Number, Detail Level

Oracle EBS Tables Used

hr_all_organization_units_vl, cs_incident_severities_vl, cs_incident_urgencies_vl, hz_cust_accounts, per_all_people_f, hz_relationships, hz_parties, csi_item_instances, jtf_rs_resource_extns_vl, jtf_rs_groups_vl, cs_incidents_b_sec, cs_incidents_all_tl, cs_incident_types_vl, cs_incident_statuses_vl, mtl_system_items_vl, cs_hz_sr_contact_points

Report Categories

Enginatics

ONT Order Upload, AR Transactions and Lines 11i, PPF_WP3_OM_DETAILS, ONT Orders and Lines 11i

Running This SQL Without Blitz Report

The SQL source can be run in any SQL client. Some Oracle EBS SQL reports in this library use functions from the utility package xxen_util – install it first. Blitz Report™ adds parameters, Excel output with pivots, scheduling and security on top.

Download & Import Options

Resource Link
Excel Example Output CS Service Requests 15-Oct-2026 022656.xlsx
Blitz Report™ XML Import CS_Service_Requests.xml
SQL Source CS Service Requests.sql
Full Report on Enginatics www.enginatics.com/reports/cs-service-requests/

Case Study & Technical Analysis: CS Service Requests

Executive Summary

This report lists Oracle Service Requests with their customer, product, owner, status, severity and response and resolution timings, one row per request. It supports service managers and customer support leads who track whether requests are answered and resolved within the agreed obligation dates. Each request is flagged as overdue when its response or resolution fell after the respond-by or resolve-by date. A detail level adds the tasks or notes of each request. The report runs in Excel through Blitz Report.

Business Challenge

The Solution

Technical Architecture (High Level)

Primary Tables

Logical Relationships

  1. CS_INCIDENTS_B_SEC joins to CS_INCIDENTS_ALL_TL on incident id, restricted to the session language.
  2. CS_INCIDENTS_B_SEC joins to the request type and status views on their identifiers, and to HZ_PARTIES on the customer id as an outer join.
  3. The primary contact is taken from the contact point rows flagged as primary, joined on incident id, and resolved to an employee, a relationship person or a party name.
  4. The item is joined on inventory item id and inventory organization id as an outer join.
  5. The owner and owner group are looked up on the owner id and owner group id from the resource views.

Parameters & Filtering

Performance & Optimization

FAQ

Q: How is an overdue service request identified? A: A request is overdue when its responded or resolved date, or the close date, is later than its respond-by or resolve-by date. An open request uses the current date.

Q: How do I see the tasks and notes of a service request? A: Set Detail Level to include the detail. Each task or note appears on its own row, and private notes are visible only to the user who entered them.

Q: Why are response hours blank for some requests? A: Response hours need a responded date. Requests without one show no response hours.

© Enginatics GmbH