46611284 11i Depot Repair Fundamentals Student Guide

11i Depot Repair Fundamentals Student Guide

Course Code

Edition 1.0

Month Year

Part Number

Copyright KBACE TECHNOLOGIES INC., 2006. All rights reserved.

This documentation contains proprietary information of KBACE TECHNOLOGIES INC. It is provided under a license agreement containing restrictions on use and disclosure and is also protected by copyright law. Reverse engineering of the software is prohibited. If this documentation is delivered to a U.S. Government Agency of the Department of Defense, then it is delivered with Restricted Rights and the following legend is applicable:

Restricted Rights Legend

Use, duplication or disclosure by the Government is subject to restrictions for commercial computer software and shall be deemed to be Restricted Rights software under Federal law, as set forth in subparagraph (c)(1)(ii) of DFARS 252.227-7013, Rights in Technical Data and Computer Software (October 1988).

This material or any portion of it may not be copied in any form or by any means without the express prior written permission of the Education Products group of Oracle Corporation. Any other copying is a violation of copyright law and may result in civil and/or criminal penalties.

If this documentation is delivered to a U.S. Government Agency not within the Department of Defense, then it is delivered with Restricted Rights, as defined in FAR 52.227-14, Rights in Data-General, including Alternate III (June 1987).

The information in this document is subject to change without notice. If you find any problems in the documentation, please report them in writing to Worldwide Education Services, Oracle Corporation, 500 Oracle Parkway, Box SB-6, Redwood Shores, CA 94065. Oracle Corporation does not warrant that this document is error-free.

Oracle and all references to Oracle Products are trademarks or registered trademarks of Oracle Corporation.

All other products or company names are used for identification purposes only, and may be trademarks of their respective owners.

Author

Author 1

Technical Contributors and Reviewers

Reviewer 1, Reviewer 2, Reviewer 3

This book was published using: oracletutor

Copyright Oracle Corporation, 2002. All rights reserved.

11i Depot Repair Fundamentals Table of Contents i

Table of Contents

Overview of Service Request to Depot Repair Process ................................................................................1-1 Overview of Service Request to Depot Repair Process.................................................................................1-2 Objectives ......................................................................................................................................................1-3 Agenda...........................................................................................................................................................1-4 The Oracle Depot Repair Solution ................................................................................................................1-5 RMA..............................................................................................................................................................1-6 Service Request to Resolution Flow..............................................................................................................1-7 Service Channels ...........................................................................................................................................1-8 Depot Repair Basics ......................................................................................................................................1-9 WIP and Task Modes ....................................................................................................................................1-11 Basic Return and Repair Flow.......................................................................................................................1-12 Sending Goods in Advance ...........................................................................................................................1-14 Basic Exchange Flows...................................................................................................................................1-15 Basic Replacement Flow ...............................................................................................................................1-16 Full Repair and Return WIP Mode Example.................................................................................................1-17 Full Return and Repair Task Mode Example ................................................................................................1-19

Guided Demonstration - Creating and Processing a Repair Order ............................................................1-21 Practice - Creating and Processing a Repair Order....................................................................................1-29 Solution - Creating and Processing a Repair Order ...................................................................................1-35

Summary........................................................................................................................................................1-52 Overview of Oracle Depot Repair in the Oracle E-Business Suite ..............................................................2-1

Overview of Oracle Depot Repair in the Oracle E-Business Suite................................................................2-2 Objectives ......................................................................................................................................................2-3 Agenda...........................................................................................................................................................2-4 Oracle Depot Repair Integration Footprint ....................................................................................................2-5 Required Applications Setup .........................................................................................................................2-6 Depot Repair Workbench Areas ....................................................................................................................2-7 Full Repair and Return WIP Mode Example.................................................................................................2-8 Service Request Dependencies ......................................................................................................................2-10 Top-Level Repair Order Dependencies .........................................................................................................2-12 Repair Order Contract Details .......................................................................................................................2-14 Repair Order RMA Line Dependencies.........................................................................................................2-15 Repair Estimate Dependencies ......................................................................................................................2-17 WIP Mode Repair Job Dependencies ............................................................................................................2-19 Repair Order Ship Line Dependencies ..........................................................................................................2-20 Estimate Charge Line Dependencies .............................................................................................................2-21 Full Return and Repair Task Mode Example ................................................................................................2-22 Task Mode Dependencies..............................................................................................................................2-23 Summary........................................................................................................................................................2-24

Prerequisite E-Business Suite Setups and Integations..................................................................................3-1 Prerequisite E-Business Suite Setups and Integrations.................................................................................3-2 Objectives ......................................................................................................................................................3-3 Agenda...........................................................................................................................................................3-4 Pre-Implementation Steps Overview.............................................................................................................3-5 Pre-Implementation Steps..............................................................................................................................3-6 Pre-Implementation Steps (continued) ..........................................................................................................3-7 Standard E-Business Suite Setups .................................................................................................................3-9 Depot Repair Implementer ............................................................................................................................3-10 Setup of Related Applications .......................................................................................................................3-11 E-Business Suite Application Module Setups ...............................................................................................3-12 E-Business Suite Application Module Setups (continued) ............................................................................3-13


11i Depot Repair Fundamentals Table of Contents ii

Applications and Modules Required Only for Specific Repair Modes..........................................................3-14 Setting Up Inventory .....................................................................................................................................3-15 Inventory: Profile Option...............................................................................................................................3-16 Setting Up Bills of Material and Work In Process ........................................................................................3-17 Setups for Receiving and Shipping................................................................................................................3-18 Setting Up Oracle TeleService: Service Requests .........................................................................................3-19 Setting Up Oracle TeleService: Customer Care ............................................................................................3-20 Setting Up Oracle TeleService: Charges .......................................................................................................3-21 Creating Service Business Processes.............................................................................................................3-22 Creating Service Activities ............................................................................................................................3-23 Creating New Billing Types ..........................................................................................................................3-24 Creating Install Base Transaction Subtypes ..................................................................................................3-25 Source and Non Source Information .............................................................................................................3-26 Default Time and Material Labor Schedule...................................................................................................3-27 Creating the Default Labor Schedule.............................................................................................................3-28 Setting Up the Defaulting Rules for Billing Operating Units ........................................................................3-29 Setting Up Oracle Knowledge Management .................................................................................................3-30 Miscellaneous Setups ....................................................................................................................................3-31 Setting Up Oracle Common Application Components..................................................................................3-32 Summary........................................................................................................................................................3-33

Oracle Depot Repair Specific Setup Steps.....................................................................................................4-1 Oracle Depot Repair Specific Setup Steps ....................................................................................................4-2 Objectives ......................................................................................................................................................4-3 Agenda...........................................................................................................................................................4-4 Categories for the Repair Types ....................................................................................................................4-5 Repair Types Setup........................................................................................................................................4-6 Repair Types Form ........................................................................................................................................4-7 Pre-Repair and Post-Repair Service Activities ..............................................................................................4-9 Setting Up Repair Types................................................................................................................................4-10 Reason Codes ................................................................................................................................................4-12 Setting Up Reason Codes ..............................................................................................................................4-13 Defining Lookup Codes.................................................................................................................................4-14 Defining Lookup Codes (continued) .............................................................................................................4-15 Setting Up Profile Options ............................................................................................................................4-17 Setting Up Profile Options (continued) .........................................................................................................4-18 Non-Depot Repair Profile Options ................................................................................................................4-23 Non-Depot Repair Profile Options (continued).............................................................................................4-24

Guided Demonstration - Creating a Repair Type ......................................................................................4-26 Practice - Creating a Repair Type..............................................................................................................4-30 Solution - Creating a Repair Type .............................................................................................................4-34 Practice - Creating a Special Repair Type .................................................................................................4-42 Solution - Creating a Special Repair Type ................................................................................................4-45

Summary........................................................................................................................................................4-49


11i Depot Repair Fundamentals Table of Contents iii

Preface

Profile

Before You Begin This Course

Before you begin this course, you should have the following qualifications:

Thorough knowledge of

Working experience with

Prerequisites

There are no prerequisites for this course.

How This Course Is Organized

is an instructor-led course featuring lecture and hands-on exercises. Online demonstrations and written practice sessions reinforce the concepts and skills introduced.


11i Depot Repair Fundamentals Table of Contents iv

Conventions in Oracle Application Navigation Paths

This course uses simplified navigation paths, such as the following example, to direct you through Oracle Applications.

Oracle Application

(N) Invoice > Entry > Invoice Batches Summary (M) Query > Find (B) Approve

Oracle Form

The first line in the Box is always the name of the application.

The second line is the path to the form. This simplified path translates to the following:

1. (N) From the Navigator window, select Invoice then Entry then Invoice Batches Summary.

2. (M) From the menu, select Query then Find.

3. (B) Click the Approve button.

Notations:

(N) = Navigator

(M) = Menu

(T) = Tab

(B) = Button

(I) = Icon

(H) = Hyperlink

(ST) = Sub Tab

The last line is always the name of the window that appears on the top left corner of the Oracle form.


Overview of Service Request to Depot Repair Process Chapter 1 - Page 1

Overview of Service Request to Depot Repair Process Chapter 1



Overview of Service Request to Depot Repair Process

Overview of Service Request to Depot Repair Process



Objectives

Objectives

After completing this lesson, you should be able to do the following: Explain how Depot Repair flows fit within the overall

Service Request to Resolution process Create and process a WIP Mode repair order



Agenda

Agenda

Oracle Depot Repair solution Service Request to Resolution flow Depot Repair basics Main repair types and basic flows Full Repair and Return WIP Mode example Full Repair and Return Task Mode example



The Oracle Depot Repair Solution

The Oracle Depot Repair Solution

Receiveand

Inspect

Estimate and

Approve

Planand

Schedule

Repair and

Debrief

Ship andBill

Assign

Manage Resources

Oracle Depot Repair(and associated Oracle application modules)

Self-Service Agent-Assisted Field Service Depot Walk-In

Service Channels

The Oracle Depot Repair Solution Oracles Depot Repair solution lets service organizations with the ability to manage repair and returns to minimize the negative impact on their customers production. It tracks repair activities from the moment the depot receives an item to when it ships a corresponding item to the customer, either repaired, exchanged, replaced, or loaned, and invoices the customer. It enables repair centers to create and track repair orders, generate return material authorizations (RMAs), assign repair work orders to the appropriate technicians, capture and process the repair activity, ship the repaired/refurbished/new/loaned products, and invoice customers in accordance with contractual provisions for work delivered. Oracle Depot Repair integrates with Oracle Inventory, Oracle Order Management, Oracle Work In Process (WIP), and other Oracle applications to deliver complete views of the customer, products, and service histories to anyone involved in the repair process. As the preceding slide shows, there are several service channels through which you can initiate the use of Oracle Depot Repair, all of which can use the full set of features of Oracle Depot Repair. This course concentrates on the agent-assisted channel, which begins with a call to a service agent, and follows the processing path introduced in the course 11i Service Request Fundamentals.



RMA

RMA

Industry-standard term for

Permission for a customer to return goods

In Depot Repair, each return requires an RMA

You can create an RMA using the following modules: Oracle Order Management Oracle TeleService Oracle Depot Repair

Return Material Authorization



Service Request to Resolution Flow

Service Request to Resolution Flow

Identify Potential SolutionTelephone

Depot RepairDispatch

ReceiveServiceContact

ValidateCustomerRecords

ReviewInstallBase

VerifyEntitlement

EnterServiceRequest

MaintainKnowledge

Base

CreateChargeOrder

Resolve Service Request

WorkService Request

Service Request to Resolution Overview The slide illustrates a high-level view of the overall Service Request to Resolution flow. Remember that your company may handle some of these tasks in a different order depending on your companys job roles and business processes. In the slide, the Depot Repair channel is highlighted. This course covers the Service Request to Depot Repair path, which leverages functionality from Oracle Depot Repair and is a subset of the Service Request to Resolution flow. The Identify Potential Solution box shows that the service request can be handled by telephone, dispatch, or depot repair. Note: Although it does not appear on the slide, customers can also follow the self-service path, and identify potential solutions using the Web. In the self-service model, which uses Oracle iSupport, customers search a company knowledge base for potential solutions without the assistance of a service agent.



Service Channels

Service Channels

Identify Potential Solution

Telephone

Depot Repair

Dispatch

Service Request to Resolution

Depot Repair Flows

Service Request to Dispatch

Service Channels The slide lists the common processing flow types associated with a service request. This course covers only the flows relevant to Oracle Depot Repair. Important: A service request must be created, through one of the channels introduced on an earlier slide, either by a service agent or by a customer using Oracle iSupport, before any depot repair processing begins.



Depot Repair Basics

Depot Repair Basics

Faulty Goods

Depot

New or Repaired Goods

or a Loaner or a Replacement

Customer

Depot Repair Basics The basic principle underlying all Oracle Depot Repair flows is the concept of replacing faulty goods at a customer site with a useful alternative. The replacement may be a new product, a product loaned to the customer while the faulty goods are being repaired, or the original goods themselves sent back to the customer after they have been repaired at the depot.



Repair and Return

Repair Flows and Repair Types

Replacement

Exchanges

Loaner, Repair and Return

Short Customer

Repair Cycle

Long Customer

Repair Cycle

CustomerProduct

Not Repaired

CustomerProductRepaired

9999

9999

9999

Each Depot Repair flow is based on an Oracle Depot Repair repair type

Internal Repair

99

Major Depot Repair Flows The repair type is a central concept in Oracle Depot Repair. Repair types categorize the different ways of processing in Oracle Depot Repair which cater for and satisfy the conditions of different sets of real-world requirements, as shown on the slide. The following pages show details of each of the major Oracle Depot Repair processing flows.



WIP and Task Modes

WIP and Task Modes

WIP Mode Series of Sequential steps Material and cost management

Uses Oracle Costing Example:

Repairing test equipment which involves multiple resources, and with many items to repair

Task Mode Minimal steps Sequence not enforced Example:

Swapping a battery

WIP and Task Modes When faulty goods are either sent or delivered to a depot for repair, the actions that occur at the depot may vary considerably due to many factors. For example, there may be a contractual obligation to ship out a replacement part immediately or to send a replacement free of charge. If a product has extensive faults, which require the repair of a number of component parts, possibly at different locations, the actual repair process may have to be split into smaller units, which then have to be managed and coordinated before the product is repaired completely. To manage the different kinds of repair jobs, Oracle Depot Repair has two modes for handling the repair process, WIP (Work in Process) Mode and Task Mode. WIP Mode is recommended for use when the repair jobs require a series of sequential steps and materials management. Task Mode is recommended for use when the repairs require minimal steps, and the sequence of steps is not enforced. WIP Mode leverages the costing of items through Oracle Costing, while Task Mode does not integrate with Oracle Costing. WIP Mode or Task Mode is associated with a repair type during implementation. Note: Though a service organization can have different repair types associated with different repair modes, it is recommended that a service organization select only one repair mode for all repair types to enhance usability.



Basic Return and Repair Flow

Basic Return and Repair Flow* You can perform this task any time

after the repair order is created

Receive Defective Item into Inventory

Ship Repaired Product

Close Repair Order

Create Repair Order

Create and Approve Repair Estimate *

Create, Process, and Complete

Repair Job

WIP Mode

Create, Process, and Complete

Tasks

Task Mode

Basic Repair and Return Flow The basic Repair and Return flow is one of the Depot Repair business flows that acts as a sub-process of the Service Request to Resolution flow. The slide shows a high-level view of the steps in the Repair and Return flow. Notes: 1. Remember that before the first step of each of the Depot Repair flows, either you or the customer must have created a service request. 2. When you create a repair order, you choose a repair type (in this case, Repair and Return). 3. The Oracle Dept Repair repair type always has a repair mode associated with it, either WIP or Task, and this specifies what type of processing is required during the repair phase. 4. Usually you create and approve estimates in advance of actually repairing any defective items, but you may perform these operations any time after the repair order has been created.



Loaner, Repair and Return

1. ShipLoaner

4. ReceiveLoaner

2. Receive DefectiveProduct

3. Ship RepairedProduct

Depot

Customer

Loaner, Repair and Return The processing flow that involves the most real-world and data processing steps is Loaner, Repair and Return. In this situation, the depot sends a loaner product to the customer before the defective product is received at the depot. After the defective product has been repaired and sent back to the customer, the customer then returns the loaner product to the depot.



Sending Goods in Advance

Sending Goods in Advance

If the contract with the customer allows it, you can

in advance of

receiving the defective part

send out an exchange part

Depot

Customer

Sending Goods in Advance In most of the Depot Repair flows, the defective goods that need to be repaired must arrive at the depot before any product can be sent out to the customer. In the flows that involve loaning a product to the customer, you send out the loaner product as the first step. This slide introduces the concept of exchange and advance exchange. If allowed by the contract, this allows the depot to send out an exchange part in advance of receiving the defective goods.



Basic Exchange Flows

Basic Exchange Flows

Receive Defective Iteminto Inventory


Close Repair Order

Create Repair Order

Ship Product

Exchange Advance Exchange

Create Repair Order

Close Repair Order


Basic Exchange Flows In the standard Exchange flow, defective items must be received into inventory before any goods are shipped back to the customer. In the Advance Exchange flow, a product may be shipped out to the customer before the customer sends the defective item to the depot for repair.



Basic Replacement Flow

Basic Replacement Flow

Ship Product

Close Repair Order

Create Repair Order

Basic Replacement Flow In the Replacement flow, no goods are received at the depot. Instead the depot sends the customer a product to act as a replacement for the goods that they already have. In this case, there is no requirement for the customer to return any goods to the depot.



Full Repair and Return WIP Mode Example


1. Create Repair Job2. Process Repair Job3. Complete Repair Job

Search knowledge base for previous similar cases


Close Repair Order and Service Request

Create Service Request

Create Repair Order

Verify Contract Entitlements

Receive Defective Item into Inventory

View product status in the installed base


Update counters

1. Create Repair Estimate2. Approve Repair Estimate

Submit Charges

Full Repair and Return WIP Mode Example [Notes on the slide contents: 1: The lighter box, highlighted in bold, represents the WIP Mode part of the complete process. 2. The dotted boxes represent optional steps.] A real-world Repair and Return WIP Mode example, as shown on the slide, could be as follows: 1. Andre Beaulie from Business World contacts the Vision Help desk regarding a faulty hard

disk. 2. Service agent John Daugherty answers the call and creates a Service Request. 3. John searches the knowledge base for any possible solutions and from the solution list

identifies this as a Depot issue. 4. John creates a Repair Order and assigns it to Depot technician Paul Williams. 5. John requests Andre to return the product and provides him with a RMA number. 6. John verifies the entitlements in the contracts that are applicable to the Repair Order. 7. Paul receives the product into inventory, inspects the damage, and provides an estimate. 8. Andre approves the estimate, and Paul creates a WIP Mode job for the repair and completes

the repair process.



9. After the product is repaired the depot ships the item back to the customer. 10. The depot submits the charges, if any, for invoicing the repair job. 11. The service agent closes the repair order and the service request.



Full Return and Repair Task Mode Example

Full Return and Repair Task Mode Example

1. Create Tasks 2. Process Tasks 3. Complete Tasks

Search knowledge base for previous similar cases


Submit Charges

Create Service Request

Create Repair Order

Verify Contract Entitlements




Update counters

Close Repair Order and Service Request

1. Create Repair Estimate2. Approve Repair Estimate

Full Repair and Return Task Mode Example [Notes on the slide contents: 1: The lighter box, highlighted in bold, represents the Task Mode part of the complete process. 2. The dotted boxes represent optional steps.] This generalized example shows the steps involved in processing a repair and return scenario for

a customer using Task Mode: 1. A customer calls the depot with a product issue. 2. The service agent creates a Service Request. 3. The service agent reviews the contract and notices that customer is eligible for repair. 4. The service agent searches the knowledge base and finds an applicable solution. 5. The service agent creates a repair order with a repair type which uses Task Mode. 6. The service agent authorizes the product return and provides a RMA number. 7. The depot receives the product. 8. The depot uses a pre-defined task template to manage the repair effort. 9. The depot completes the repair and ships the product back to the customer.



10. The depot submits the charges, if any, for invoicing the repair. 11. The service agent closes the repair order and the service request.



Guided Demonstration - Creating and Processing a Repair Order

This demonstration shows how to perform the following tasks:

Create a service request

Create a repair order

Verify contract entititlements and set up a default contract for the repair order

Receive an item into inventory

Create and approve a repair estimate

Create a WIP (Work In Process) repair job

Issue a component for the WIP job

Complete the WIP job

Ship the repaired product

Submit charges for the repaired product

Close the repair order and service request

Creating a Service Request

Notes: Unless otherwise stated, all the steps are to be performed in your first connection session.

1. Navigate to the Repair Orders Search form.

(N) Depot Repair > Repair Orders

2. Click (B) New.

In the Repair Orders window, in the Service Request Information area, enter the following data: Installed Products Only On

Account 1608

Contact ID 2817

Serial Num EM600000 (If this serial number is not available, select one of the other serial numbers starting with EM60000.)



Summary Hard Disk Failure

Note that entering some values causes several other fields to be populated.

3. Click (I) Save.

The Request Num field gets populated with the Service Request Number.

Creating a Repair Order

4. In the Repair Order Information area, in the Repair Type field, select Repair and Return (the default value).

Note that product details are copied into the Repair Order Information area from the service request that you just created.

5. In the Details tab, select the following values: Promise Date Day following the current date

Owner Hopkins, Jack

6. Click (I) Save.

The repair order is created and the Repair Num field is populated with the repair order number.

Note that the Repair Mode, in the Details tab, is WIP.

Creating the repair order also activates the Receive/Ship tab.

7. Click (T) Receive/Ship.

Two charge lines have been created: A RMA line for receiving the damaged product into inventory A SHIP line for shipping out the repaired product to the customer



Verifying Entitlements and Applying Contracts

8. Click (T) Product Coverage.

9. Select the marker box (the first field) on the line with contract number 21278.

10. Click (B) View Coverage.

The Service Contracts Coverage window is launched.

11. Verify the entitlements and exit out of the page by clicking the top right-hand X.

12. Back in the Product Coverage tab, click (B) Apply.

The selected contract is attached to the repair order.

13. Verify this by clicking the Details tab.

In the Contract field you can see contract 21278 attached to the repair order.

Receiving the Item into Inventory


15. In the RMA line, note the Order Number.

16. Select the Process Txn checkbox in the RMA line.

17. Click (B) Receive.

The Find Expected Receipts window appears.

18. Click (T) Customer.

19. Enter the Order Number from the Receive/Ship tab into the RMA Num field.

20. Click (B) Find.

The Receipt Header and Receipts windows appear.

21. Minimize the Receipt Header window.

22. In the Receipts window, select the checkbox next to the receipt line for item AS99689.

23. In the Destination Type field, change the value from Receiving to Inventory.

24. Scroll to the right, and in the Subinventory field, select Depot.

25. Click (B) Lot - Serial.



The Serial Entry window appears.

26. Select the Individual radio button.

27. Enter EM600000 (or the serial number that you intend to receive) in the Start Serial Number field.

28. Click (B) Done.

29. Click (I) Save.

This submits a Receiving Transaction Processor concurrent process.

You should make sure that it completes successfully before running the Update Receiving process.

30. In the window for your second connection session, navigate to the Find Requests window.

(N) Service Request > Others > View Requests

31. Click (B) Find.

In the Requests window, you should see that the Receiving Transaction Processor process has completed (if not, click Refresh Data periodically until the process has completed).

You will be using the Requests window later in the practice.

32. For the time being, minimize the Requests window.

33. Back in the Receipts window for your first session, close the Receipts window, by clicking the top-right-hand X.

34. From the top menu, select (M) Tools > Update Receiving.

When this completes, the Activity tab appears with RMA Received details.

Creating and Approving a Repair Estimate

35. Click (T) Repair Estimate.

36. Enter values for the following fields: Lead Time 2

UOM Day

37. Click (B) Save Estimate.

This saves the estimate header.

38. Enter the following values for the estimate details:



Billing Category Material

Product Material

Pricelist Corporate

Qty 1


The estimate is saved and the Material, Charge, Profit Margin and Profit Margin% are calculated based on the contract selected during the creation of the repair order (these fields can be seen if you click the Line Details button).

At this point, the repair technician contacts the customer and verbally obtains the approval to start the repair job.

40. Change the Status of the estimate from New to Accepted.

41. Click (B) Freeze Estimate.

42. Click (B) OK.

The estimate is frozen and the product is ready to be repaired.

Creating A WIP (Work In Process) Repair Job

43. Click (T) Repair Jobs.

44. Click (B) Repair Job.

The Organizations window appears.

45. Select M1 - Seattle Manufacturing.

46. Click (B) OK.

The Submit Repair Jobs (207 Seattle Manufacturing) window appears.

47. Enter values for the following fields: Accounting Class Rework

Start Current date (this also sets the Complete date, which you can change if required)

48. Click (B) Submit Job.

This submits the WIP Mass Load concurrent process. Make sure that this completes successfully.

49. Restore your minimized Requests window, and click (B) Refresh Data.



50. Minimize the Requests window.

51. In the Submit Repair Jobs (207 Seattle Manufacturing) window, click (B) Close.

52. From the top menu, select (M) Tools > Update Repair Job.

When this completes, the Activity tab appears with repair job creation details.

Issuing a Component for a WIP Job

53. Click (T) Repair Jobs > (B) Material Txn.

This launches the Material Transactions (M1) window with the Transaction Type defaulted to WIP component issue.

54. Select the Specific Component radio button.

55. Click (B) Continue.

The WIP component issue (M1) window appears for the associated repair job.

56. Enter the following data:

Item AS99689 (click OK for the pop up note)

Subinventory Depot

Quantity 1

57. Click (B) Done.

This closes the WIP component issue window.

58. Close the Material Transactions (M1) window by clicking the top right-hand X.

Completing the WIP Job

59. Click (T) Repair Jobs > (B) Complete Jobs.

The Completion Transactions (M1) window appears.

60. Note the Job Number in the Repair Jobs tab, and select this number in the Job field of the Completion Transactions (M1) window.


The WIP Assy Completion (M1) window appears.



62. Enter the following data: Subinventory FGI (This is the place from where you ship your orders)

Quantity 1

63. Click (B) Done.

This closes the WIP Assy Completion (M1) window.

64. Close the Completion Transactions window by clicking the top right-hand X.


66. When this completes, the Activity tab appears with the repair job completion details.

Shipping the Repaired Product


68. Select the Process Txn checkbox next to the Ship Line.

69. Enter a valid serial number in the Serial Num field, for example, EM600000 or the serial number you selected previously.

70. Select the "Automate Order processing steps through:" checkbox.

71. Select the Ship Confirm radio button.

72. Click (B) Process.

A Note window appears requesting to verify that all the OM processes have completed successfully.

73. Click (B) OK.

74. Click (B) OK twice on the Caution window that appears.

Notice that the status of the ship line has changed to Shipped, and that an order number has appeared in the ship line.

This submits the Interface Trip Stop concurrent process. Make sure that this completes successfully.



77. From the top menu of the Repair Orders window, select (M) Tools > Update Shipping.

When this completes, the Activity tab appears with Shipment details.



Submitting Charges for the Repaired Product

For a WIP Mode job, the process of submitting charges is performed from the Estimate Charge Line Details window.


79. Click (B) Line Details.

80. In the Estimate Charge Line Details window, click (B) Submit Charges.

A message informs you that all repair estimate lines have been submitted to order management.

81. Click (B) OK.

Closing the Repair Order and Service Request

82. Click (T) Details > (B) Update RO Status.

The Update Status window appears.

83. Select the Close radio button.

84. Select an appropriate Reason from the list of values.

85. Click (B) OK.

This closes the repair order and the associated service request. Note the Closed statuses in the Service Request Information and Repair Order Information areas.



Practice - Creating and Processing a Repair Order

Overview

In this practice you will perform the following operations:

Create a service request

Create a repair order

Verify contract entititlements and set up a default contract for the repair order

Receive an item into inventory

Create and approve a repair estimate

Create a WIP (Work In Process) repair job

Issue a component for the WIP job

Complete the WIP job

Ship the repaired product

Submit charges for the repaired product

Close the repair order and service request

Assumptions

Depot Repair Super User responsibility

Sign-on information: User - sanderson, Password - welcome

You must have access to an Oracle Application Vision database or comparable training or test instance at your site on which to complete this practice.

Note: At several points in the following practice, you are asked to check if a concurrent process has completed. For convenience, at the start of the practice, you should log in twice to the database, perform the main practice steps in the first session, and use the second session window to view and check the progress of the concurrent requests.



Tasks

Create a Service Request

Create a service request as follows:

Installed Products Only (checkbox)

On

Account 1608

Contact ID 2817


Save the service request.

Create a Repair Order

Create a repair order as follows:

Repair Type Repair and Return

Promise Date Day following the current date

Owner Hopkins, Jack

Save the repair order.

After you have created and saved the repair order, look at the contents of the Receive/Ship tab.

Verify Entitlements and Set Up a Default Contract

Starting from the Product Coverage tab, view the coverage for the contract 21278.

In the Product Coverage tab, select 21278 as the default contract, and click Apply. This sets up the contract 21278 to be the default contract for repair estimate lines.

Receive an Item into Inventory

Starting from the Receive/Ship tab, process the RMA line as follows:

(a) Select the Process Txn checkbox for the RMA line.

(b) Click Receive.

(c) In the Find Expected Receipts window, click the Customer tab, and find the receipt for the RMA number on the RMA line.



(d) In the Receipts window (you can minimize the Receipt Header window that also appears), highlight the single line, and set the following values:

Destination Type Inventory

Subinventory Depot

(e) Click Lot - Serial.

(f) In the Serial Entry window, click the Individual radio button, enter EM600000 (or the serial number that you selected previously), then click Done.

(g) Save your changes.

Note that this submits a concurrent process, Receiving Transaction Processor. Verify that this completes successfully, in your second session window.

Hint: use the navigation path Service Request > Others > View Requests.

(h) From the top menu, select Tools > Update Receiving.

The results appear in the Activity tab.

Create and Approve a Repair Estimate

Create and save a repair estimate header as follows:

Lead Time 2

UOM Day

Create and save the following estimate details:

Billing Category Material

Product Material

Pricelist Corporate

Qty 1

Change the status of the estimate from New to Accepted, then freeze the estimate.



Create a WIP (Work In Process) Repair Job

Starting from the Repair Jobs tab, create a WIP repair job as follows:

(a) Click Repair Job, and then select M1- Seattle Manufacturing for your organization.

(b) In the Submit Repair Jobs window, select the following data:

Accounting Class Rework

Start Current date

(c) Click Submit Job.

This submits a concurrent process, WIP Mass Load. Verify that this completes successfully, in your second session window.

(d) Close the Submit Repair Jobs window.

(e) From the top menu, select Tools > Update Repair Job.


Issue a Component for the WIP Job

Starting from the Repair Jobs tab, issue a component for the WIP Job, as follows:

(a) Click Material Txn.

(b) In the Material Transactions window, select the Specific Component radio button, and click Continue.

(c) In the WIP component issue window, enter the following data:


Subinventory Depot

Quantity 1

(d) Click Done, then close the Material Transactions window.

Complete the WIP Job

Starting from the Repair Jobs tab, complete the WIP job as follows:

(a) Click Complete Jobs.

(b) In the Completion Transactions window, select the Job Number that appears in the Repair Jobs tab, and click Continue.



(c) In the WIP Assy Completion window, enter the following data:

Subinventory FGI (This is the place from where you ship your orders)

Quantity 1

(d) Click Done, then close the Completion Transactions window.

(e) From the top menu, select Tools > Update Repair Job.


Ship the Repaired Product

Starting from the Receive/Ship tab, process the Ship line as follows:

(a) Select the Process Txn checkbox for the Ship line.

(b) In the Serial Num field, enter EM600000 (or the serial number that you selected previously).

(c) Select the "Automate Order processing steps through:" checkbox, and select the Ship Confirm radio button.

(d) Click Process.

(e) Click OK on the Note window, and click OK twice on the Caution window that appears subsequently.

This submits a concurrent process, Interface Trip Stop. Verify that this completes successfully, in your second session window.

(f) From the top menu, select Tools > Update Shipping.


Submit Charges for the Repaired Product

For a WIP Mode job, the process of submitting charges is performed from the Estimate Charge Line Details window. Starting from the Repair Estimate tab, submit charges as follows:

(a) Click the Line Details button.

(b) In the Estimate Charge Line Details window, click Submit Charges.




Close the Repair Order and Service Request

Starting from the Details tab, close the repair order and service request as follows:

(a) Click Update RO Status.

(b) In the Update Status window, select the Close radio button, and select a Reason from the list of values.

(c) Click OK.

This closes both the repair order and the service request.



Solution - Creating and Processing a Repair Order

Creating a Service Request

Notes: Unless otherwise stated, all the steps are to be performed in your first connection session.

1. Navigate to the Repair Orders Search form.

(N) Depot Repair > Repair Orders

2. Click (B) New.

The Repair Orders window appears.

In the Service Request Information area, enter the following data: Installed Products Only On

Account 1608

Contact ID 2817


Summary Hard Disk Failure

Note that entering some values causes several other fields to be populated.

3. Click (I) Save.

The Request Num field gets populated with the Service Request Number.



Creating a Repair Order

4. In the Repair Order Information area, in the Repair Type field, select Repair and Return (the default value).

Note that product details are copied into the Repair Order Information area from the service request that you just created.

5. In the Details tab, select the following values: Promise Date Day following the current date

Owner Hopkins, Jack

6. Click (I) Save.

The repair order is created and the Repair Num field is populated with the repair order number.

Note that the Repair Mode, in the Details tab, is WIP.



Creating the repair order also activates the Receive/Ship tab.


Two charge lines have been created: A RMA line for receiving the damaged product into inventory A SHIP line for shipping out the repaired product to the customer



Verifying Entitlements and Setting Up a Default Contract

8. Click (T) Product Coverage.

9. Select the marker box (the first field) on the line with contract number 21278.

10. Click (B) View Coverage.

The Service Contracts Coverage window is launched.



11. Verify the entitlements and exit out of the page by clicking the top right-hand X.

12. Back in the Product Coverage tab, click (B) Apply.

The selected contract is attached to the repair order, and acts as the default contract for repair estiamte lines.

13. Verify this by clicking the Details tab.

In the Contract field you can see contract 21278 attached to the repair order.

Receiving the Item into Inventory


15. In the RMA line, note the Order Number.

16. Select the Process Txn checkbox in the RMA line.

17. Click (B) Receive.

The Find Expected Receipts window appears.

18. Click (T) Customer.

19. Enter the Order Number from the Receive/Ship tab into the RMA Num field.

20. Click (B) Find.

The Receipt Header and Receipts windows appear.



21. Minimize the Receipt Header window.

22. In the Receipts window, select the checkbox next to the receipt line for item AS99689.

23. In the Destination Type field, change the value from Receiving to Inventory.

24. Scroll to the right, and in the Subinventory field, select Depot.

25. Click (B) Lot - Serial.

The Serial Entry window appears.

26. Select the Individual radio button.

27. Enter EM600000 (or the serial number that you intend to receive) in the Start Serial Number field.



28. Click (B) Done.

29. Click (I) Save.

This submits a Receiving Transaction Processor concurrent process.

You should make sure that it completes successfully before running the Update Receiving process.

30. In the window for your second connection session, navigate to the Find Requests window.

(N) Service Request > Others > View Requests

31. Click (B) Find.

In the Requests window, you should see that the Receiving Transaction Processor process has completed (if not, click Refresh Data periodically until the process has completed).

You will be using the Requests window later in the practice.

32. For the time being, minimize the Requests window.



33. Back in the Receipts window for your first session, close the Receipts window, by clicking the top-right-hand X.

34. From the top menu, select (M) Tools > Update Receiving.

When this completes, the Activity tab appears with RMA Received details.

Creating and Approving a Repair Estimate


36. Enter values for the following fields: Lead Time 2

UOM Day


This saves the estimate header.

38. Enter the following values for the estimate details: Billing Category Material

Product Material

Pricelist Corporate

Qty 1




The estimate is saved and the Material, Charge, Profit Margin and Profit Margin% are calculated based on the contract selected during the creation of the repair order (these fields can be seen if you click the Line Details button).

At this point, the repair technician contacts the customer and verbally obtains the approval to start the repair job.

40. Change the Status of the estimate from New to Accepted.

41. Click (B) Freeze Estimate.

42. Click (B) OK.

The estimate is frozen and the product is ready to be repaired.

Creating a WIP (Work In Process) Repair Job

43. Click (T) Repair Jobs.

44. Click (B) Repair Job.

The Organizations window appears.

45. Select M1 - Seattle Manufacturing.

46. Click (B) OK.

The Submit Repair Jobs (207 Seattle Manufacturing) window appears.

47. Enter values for the following fields: Accounting Class Rework

Start Current date (this also sets the Complete date, which you can change if required)

48. Click (B) Submit Job.



This submits the WIP Mass Load concurrent process. Make sure that this completes successfully.



51. In the Submit Repair Jobs (207 Seattle Manufacturing) window, click (B) Close.


When this completes, the Activity tab appears with repair job creation details.

Issuing a Component for a WIP Job

53. Click (T) Repair Jobs > (B) Material Txn.



This launches the Material Transactions (M1) window with the Transaction Type defaulted to WIP component issue.

54. Select the Specific Component radio button.


The WIP component issue (M1) window appears for the associated repair job.

56. Enter the following data:


Subinventory Depot

Quantity 1



57. Click (B) Done.

This closes the WIP component issue window.

58. Close the Material Transactions (M1) window by clicking the top right-hand X.

Completing the WIP Job

59. Click (T) Repair Jobs > (B) Complete Jobs.

The Completion Transactions (M1) window appears.

60. Note the Job Number in the Repair Jobs tab, and select this number in the Job field of the Completion Transactions (M1) window.




The WIP Assy Completion (M1) window appears.

62. Enter the following data: Subinventory FGI

(This is the place from where you ship your orders)

Quantity 1

63. Click (B) Done.

This closes the WIP Assy Completion (M1) window.

64. Close the Completion Transactions window by clicking the top right-hand X.


66. When this completes, the Activity tab appears with the repair job completion details.

Shipping the Repaired Product


68. Select the Process Txn checkbox next to the Ship Line.



69. Enter a valid serial number in the Serial Num field, for example, EM600000 or the serial number you selected previously.

70. Select the "Automate Order processing steps through:" checkbox.

71. Select the Ship Confirm radio button.

72. Click (B) Process.

A Note window appears requesting to verify that all the OM processes have completed successfully.

73. Click (B) OK.

74. Click (B) OK twice on the Caution window that appears.

Notice that the status of the ship line has changed to Shipped, and that an order number has appeared in the ship line.

This submits the Interface Trip Stop concurrent process. Make sure that this completes successfully.





77. From the top menu of the Repair Orders window, select (M) Tools > Update Shipping.

When this completes, the Activity tab appears with Shipment details.

Submitting Charges for the Repaired Product

For a WIP Mode job, the process of submitting charges is performed from the Estimate Charge Line Details window.


79. Click (B) Line Details.

80. In the Estimate Charge Line Details window, click (B) Submit Charges.




81. Click (B) OK.

Closing the Repair Order and Service Request

82. Click (T) Details > (B) Update RO Status.

The Update Status window appears.

83. Select the Close radio button.

84. Select an appropriate Reason from the list of values.

85. Click (B) OK.

This closes the repair order and the associated service request.



Summary

Summary

In this lesson, you should have learned how to do the following: Explain how Depot Repair flows fit within the overall

Service Request to Resolution process Create and process a WIP Mode repair order


Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 1

Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2



Overview of Oracle Depot Repair in the Oracle E-Business Suite

Overview of Oracle Depot Repair in the Oracle E-Business Suite



Objectives

Objectives

After completing this lesson, you should be able to do the following: Show how the Service Request to Depot Repair process

depends on E-Business Suite applications



Agenda

Agenda

Oracle Depot Repair integration footprint Required applications setup Main Depot Repair Workbench Full Repair and Return flows Application dependencies related to main

Workbench areas



Oracle Depot Repair Integration Footprint

Oracle Depot Repair Integration Footprint

Purchasing Receiving

Common Application Components Assignment Manager Resource Manager Task Manager Notes

Knowledge Management

Service Contracts

Bills of Material

Work In Process

Oracle Depot Repair

Order Management Shipping ExecutionInventory

Install Base Counters

TeleService

Customer Care Charges

Service Requests

Oracle Depot Repair Integration Footprint Note: on this and subsequent slides, in boxes where more than one name appears in a box, the top element in the box is an Oracle application, and the elements below, each preceded by a -, are modules within the application. This course generally refers to the component modules by their module name independently of the application that they belong to. The slide shows the main applications and application modules that Oracle Depot Repair connects to within the Oracle E-Business Suite. Some of these Oracle applications themselves depend on other Oracle applications, not shown on the slide; the slide shows those applications and application modules that have the most direct connections and relationships with Oracle Depot Repair.



Required Applications Setup

Required Applications Setup

Inventory Bills of Material Work in Process Order

Management

Shipping Execution

Purchasing Receiving

TeleService Service

Requests

Customer Care

Charges

Install Base Counters

Service Contracts

Common Application Components

Notes

Task Manager

Assignment Manager

Resource Manager

Knowledge Management is also required if you want Depot Repair to connect to a knowledge base

Required Applications Setups Notes 1. To use the full functionality of Oracle Depot Repair, you must install all the applications and

application modules shown on the slide. 2. Knowledge Management is only required if you wish to use an Oracle knowledge base to

help you look up solutions to assist in repair resolution. 3. If you want to use WIP Mode processing for any repair order, you must install Oracle Work

in Process and Oracle Bills of Material. These applications are not required for Task Mode processing.

4. If you want to use Task Mode processing for any repair order, you must install the modules Task Manager, Assignment Manager, and Resource Manager within Oracle Common Application Components, and, in addition, Oracle Advanced Scheduler. These applications are not required for WIP Mode processing.

5. It is not recommended that a customer use both WIP and Task mode in a single install. The rest of this chapter describes, in outline form, how these Oracle applications and

application modules are used when you create and process repair orders.



Depot Repair Workbench Areas

Depot Repair Workbench Areas

Service Request InformationService Request identifier and summary data

Repair Order InformationRepair Order identifier and summary data

Main Tabs

Activity

Service History

Product Coverage

Other Tabs

Customer initiatesservice request

You can have multiple repair orders per service request

DetailsRepair order details

Receive/ShipRMA and Ship lines

Repair EstimateEstimate data

The correct logistics lines are automatically createdbased on repair type when you create the repair order

Repair TasksTask Mode details

Repair JobsWIP Mode details

You view and edit repair order details

Depot Repair Workbench Areas The Depot Repair Workbench is the central window is the central reaction point for a customer support agent who needs to create and process depot repairs. For example, when you create a service request you enter details in the top area, the Service Request Information area. Then when you create a repair order, you enter details in the Service Request Information area and the Details tab. Then, as you process the Repair Order, you basically enter information in the other main tabs, working from left to right. Subsequent slides in this module show in more detail the usage of the screen areas, buttons, and fields as you perform each step of a depot repair, The slides also point out which of the dependent applications are used during the processing of each step. [Note: the header bar of the Depot Repair Workbench displays the title Repair Orders, so the screen is more formally known as the Repair Orders form. To be consistent with terms used in other documentation, this course refers to this screen as the Depot Repair Workbench.]





7. Ship Repaired Product

9. Close Repair Order and Service Request

1. Create Service Request

2. Create Repair Order

3. Verify Contract Entitlements

4. Receive Item into Inventory

8. Submit Charges

5. Create & Approve Repair Estimate

6. Create, Process, and Complete Repair Job

Full Repair and Return WIP Mode Example This slide shows a typical process flow for managing the repair and return of faulty goods at a depot. Remember that, although in general there are several channels by which a depot repair can be initiated, this course assumes that the starting point for the depot repair process is a call to a service agent. This largely follows the same scenario as introduced earlier in the course; this time, the processing steps are described in greater detail.

1. The service agent first creates a service request, specifying that the service request type is Depot Repair. The agent may then examine the knowledge base to see if any similar problems have been recorded there, and to examine the solutions for possible relevance to the current problem.

2. The service agent then creates a repair order, specifying the repair order type (in this case, Repair and Return). Each repair order type has a repair mode associated with it by default. In this case, the default mode is WIP Mode, and the service agent does not change this mode.

3. The service agent looks up any existing contracts to verify entitlements, such as discounts and warranties, and attaches this information to the repiar order.



4. When the depot receives a RMA from the customer, the faulty goods can be received into inventory. For items that are tracked in the install base, any person with the correct responsibility can check the status information in the install base for the faulty product.

5. The customer is then given an estimate of how much the repair will cost. Once the customer accepts the estimate, it can be approved and the repair can be started. Note: to cover many different real-world situations, estimates are not mandatory. Also, estimates may be provided any time after the repair order is created.

6. This step is specifically for WIP Mode processing. As a typical example of WIP Mode processing, the faulty product requires a new repair job to be created, a new component to be issued for a repair job, and finally, the repair job must be certified as complete

7. The depot now ships the repaired product. If the product is being tracked in the install base, the newly-changed product status can be seen there.If the product has a counter associated with it, the new counter reading can be recorded.

8. After the product is shipped out to the customer, the depot submit charges, if any, for the repair job.

9. After the charges have been submitted, the service agent closes the repair order. Closing the repair order automatically closes the associated service request.



Service Request Dependencies

Service Request Dependencies

Service Request Information area (main fields only)

TeleService

Customer

Account

Contact

Business World

1608

Andre Beaulie

AS99689

70649

EM600

Installed Products Only

Product

IB Ref Num

Serial Num

Request Num

Summary

Request Type

Severity

Status

Hard disk failure

Depot Repair

High

Open

10732

Inventory Install Base

1. Create Service Request

Service Request Dependencies You can create both a Service Request and a Repair Order in the Depot Repair Workbench. The Service Request Information area occupies the top part of the Depot Repair WorkBench, and contains all the fields required to create a Service Request . When you create a Service Request, you execute procedures in Oracle TeleService, Oracle Inventory, and Oracle Install Base. Notes on the main Service Request Information area fields Request Num: automatically generated when you create a service request. Summary: A short description of the problem. Request Type: Unless you have created more service request types to further categorize your depot repair requests, use the standard value Depot Repair. Status: Main field to show the progress of work on a service request. . Installed Products only checkbox: This identifies a product which is trackable by Oracle Install Base. Product, IB Ref Num, and Serial Num: For Install Base trackable items, you can identify, and search for, the item instance using these fields.



Notes on the general usage by Oracle Depot Repair of the main associated Oracle applications shown on the slide Oracle Depot Repair uses Oracle Inventory to perform the following functions:

Manage depot spare parts Manage warehouse new and used products Manage depot subinventories Manage customer broken and repaired products



Top-Level Repair Order Dependencies

Top-Level Repair Order Dependencies

Repair Order Information area (main fields only)

Details tab (main fields only)

AS9968970649EM600

Repair Mode WIP

21278

Corporate

NotesServiceRequestDepot Repair

Notes

10311

View IB Config Update Counters

Inventory

Install Base Counters Service ContractsOrder Management Notes

Default Price List

Contract

Repair Type Repair Status Repair Num Product UOM QtyOpenRepair and Return AS9968910311 Each 1

2. Create Repair Order

Repair NumProduct

IB Ref NumSerial Num

Top-Level Repair Order Dependencies Notes on creating a repair order 1. After you have created the Service Request, certain fields are copied down into other Depot

Repair Workbench areas, such as product-related details. 2. The main part of the Depot Repair Workbench consists of the Repair Order Information area

and several tabs, which group fields together for different processing steps. 3. When you create a Repair Order, you must do the following: In the Repair Order Information area, select a Repair Type (the default is Repair and

Return). In the Details tab, select a Repair Mode (the default is the value associated with your

chosen Repair Type). 4. Other values may already be set up by default, such as default values in the fields Contract

and Default Price List. 5. The Repair Num is generated automatically when you create the Repair Order. 6. The slide indicates which fields and buttons are connected to values in other Oracle

applications or application modules, as follows:



When you click View IB Config, you can search for statuses in Oracle Install Base. When you click Counters, you can update counter readings in the Counters module of Oracle

Install Base. When you click Notes, you can create, view, and edit notes set up in Notes (part of Oracle

Common Application Components). Notes on the general usage by Oracle Depot Repair of the main associated Oracle

applications shown on the slide 1. Oracle Depot Repair uses Oracle Install Base to perform the following functions: Create new records View existing records Update product status Update a configuration Track repair history Transfer product ownership 2. Oracle Depot Repair uses Oracle Service Contracts to perform the following functions: View contract entitlements Validate a service contract Create a new contract Renew an expired contract Edit an existing contract



Repair Order Contract Details

Repair Order Contract Details3. Verify Contract Entitlements

Product Coverage tab (main fields only)

Details tab

Contract

Service End Date Contract Number Coverage

View Active ContractsView All Contracts

View Coverage Apply

Start Date Default

Gold21278 PC Server 20-JUL-200821-JUL-2003Gold21279 PC Server 20-JUL-200821-JUL-2003Gold30128 PC Server 17-DEC-200318-DEC-2002

21278 Service Contracts

Repair Order Contract Details When you click the Product Coverage tab, you can view either all contracts or just the active contracts, as set up in Oracle Service Contracts. You can also set a default contract for the repair order, by highlighting a contract line, then clicking Apply, as shown on the slide.



Repair Order RMA Line Dependencies

Repair Order RMA Line Dependencies

Receive/Ship tab (main fields only)

4. Receive Item into Inventory

ProcessIB Txn Details Receive

ActionCode

ActionType

ServiceActivity

Order Num

Return Repaired

SHIP CustomerProduct

Product SerialNum Price

AS99689

Ship

Automate order processing steps through:Enter Order Book Order Pick Release Ship Confirm

4999.00

Install BaseOrder

ManagementReceiving

(Purchasing)Charges

(TeleService)

Return forRepair

RMA CustomerProduct

56069 EM600.00AS99689

Repair Order RMA Line Dependencies The Receive/Ship tab is one of the main tabs of the Depot Repair Workbench. When you create a repair order, your choice of Repair Type dictates how many lines are created for charging purposes. Details of this association and the setup of other fields that initially appear in this tab are described in a later module of this course, Depot Repair Specific Setup Steps. The slide shows two charge lines (indicated by the value in the Action Type column), a RMA line and a Ship line. When the RMA line is highlighted, the Receive button at the bottom of the screen is enabled and the Ship button is disabled. If you check the checkbox Automate order processing steps through:, you choose up to which stage in Order Management the charge line will be automatically processed. The buttons at the bottom of the screen enable you to view Oracle Install Base details, and to enter more details for processing the RMA line in Oracle Receiving and Charges, such as specifying that the defective product has been received into inventory. Notes on the general usage by Oracle Depot Repair of the main associated Oracle applications shown on the slide Oracle Depot Repair uses Receiving (part of Oracle Purchasing) to perform the following functions:



Find an expected RMA Create RMA receipts Receive customer products Record a received quantity Record serialized products



Repair Estimate Dependencies

Repair Estimate Dependencies

Repair Estimate tab (main fields only)

ProductBillingCategory Qty Material Material 1

UnitPrice

30.0075.00

5. Create & Approve Repair Estimate KnowledgeManagement

Line Details Save Estimate Freeze Estimate

Knowledge Base

Search

Solutions

Summary of Estimated Charges

Material, Labor, Expenses, and Total charges

ContractEst.

Charge

AcceptedStatusSummary Hard Disk

FailureReason

Work InProcess

OrderManagement

Charges(TeleService)

Service Contracts

Repair Estimate Dependencies The Repair Estimate tab is the central work area for creating and approving repair estimates. When you click the Line Details button, you launch an estimate worksheet that allows entry of details or changes to charge lines entered in the Repair Estimate tab. This also enables access to other Oracle applications, such as Oracle Service Contracts for contract details.When a service request record exists, the Repair Estimate tab also provides access to the Knowledge Base. A repair order record is not necessary for you to access the Knowledge Base. Notes on profile options: There are two profile op

Documents

46611284 11i Depot Repair Fundamentals Student Guide