Copyright (c) 2021, Oracle. All rights reserved. Oracle Confidential.

How To Import Service Request/Task Information Into Oracle CRM From a Legacy System? (Doc
ID 411895.1)

In this Document

Goal
Solution
References

APPLIES TO:

Oracle Teleservice - Version 11.5.9 to 12.2 [Release 11.5 to 12.2]

Information in this document applies to any platform.

GOAL

How can one load transaction records of 'service requests' and tasks from a legacy system to Oracle CRM?

Are there any open interfaces or APIs published that can do this?

SOLUTION

To import all service request data into Oracle CRM from a legacy system, one can use the public APIs (which are supported by
Oracle), under this package:

Service Request Package (CS_SERVICEREQUEST_PUB)

This package has APIs to create and update service requests created normally via 'Create SR form' or CSXSRISR.fmb

Create_ServiceRequest Procedure
Update_ServiceRequestProcedure

The Teleservice Implementation Guide (Part No. B10653-01) has information on these APIs. Please refer to pages 211-254 of
the document:

You can download the Implementation Guide from My Oracle Support, Knowledge tab, Online Documentation > Applications. 

The information is also included in the Oracle Integration Repository.  For 11.5.10 the repository can be accessed from My
Oracle Support, Knowledge > Online Documentation > Oracle Integration Repository.  From R12 onwards the Repository ships
with the eBusiness Suite application and can be accessed by adding the 'Integration Repository' responsibility to the user.

For 11.5.10, the following notes describe common problems faced while using the APIs:

Note 394390.1 - How to Create a Service Request and a CONTACT for the Service Request Programatically using
cs_createservicerequest_pub.Create_ServiceRequest API
Note 215093.1 Example of How to Use the CS_SERVICEREQUEST_PUB.UPDATE_SERVICEREQUEST API (11.5.9)
Note 387198.1 11i10 Oracle Service - Service Request Public API
Note 387199.1 Oracle White Paper for Charges API 11.5.10
Note 339920.1 Q&A Service API To Load Service Requests

REFERENCES

NOTE:394390.1 - How to Create a Service Request and a Contact using cs_createservicerequest_pub.Create_ServiceRequest

API
NOTE:215093.1 - Service: Example of How to Use the CS_SERVICEREQUEST_PUB.UPDATE_SERVICEREQUEST API To Update
a Service Request Contact Point
NOTE:387198.1 - 11i: Oracle Service - Service Request Public API Documentation
NOTE:387199.1 - 11i: Service Charges: Oracle White Paper for Charges API
Didn't find what you are looking for?