Logistics Implementation Getting Started with Servicedocs.oracle.com/en/cloud/saas/service-logistics/20c/fasgs/getting-started-with...Getting Started with Service Logistics Implementation

Oracle SCM Cloud

Getting Started with ServiceLogistics Implementation

20C

Oracle SCM CloudGetting Started with Service Logistics Implementation

20CPart Number F31515-02Copyright © 2011, 2020, Oracle and/or its affiliates.

Author: Sujata Patnaik, Swati Mohanty

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Contents

Preface i

1 About This Guide 1Purpose and Scope ....................................................................................................................................................................... 1

How to Use This Guide ................................................................................................................................................................ 1

What's New in Service Logistics Implementation .................................................................................................................. 2

Find Guides, Release Readiness Documents, and Other Resources ................................................................................. 4

2 Get Started With Your Implementation 7Overview of Service Logistics .................................................................................................................................................... 7

Enable the Functional Areas for Service Logistics Implementation .................................................................................. 8

Create Users for Service Logistics ............................................................................................................................................ 8

Enable Support for Third Party Work Objects ........................................................................................................................ 9

3 Stocking Locations 11How Do We Use Stocking Locations ........................................................................................................................................ 11

Set Up Your Stocking Locations ............................................................................................................................................... 11

4 Field Service Technicians 13Overview of Field Service Technicians Setup ........................................................................................................................ 13

Assign Stocking Locations To Technicians ............................................................................................................................ 13

Edit Stocking Locations Assigned to Technicians ................................................................................................................ 13

5 Billing Types 15Overview of Billing Types .......................................................................................................................................................... 15

View Billing Types and Billing Categories .............................................................................................................................. 15

6 Service Activities 17Understand Service Activities ................................................................................................................................................... 17

Set Up Service Activities ............................................................................................................................................................ 17


7 Return Routing Rules 19What is Return Routing? ............................................................................................................................................................ 19

Create and Manage Return Routing Rules ............................................................................................................................ 19

8 Service Logistics Lookups 21List of Service Logistics Lookups ............................................................................................................................................ 21

Manage Service Logistics Lookups and Lookup Codes ..................................................................................................... 23

9 Service Logistics Profile Options 25List of Service Logistics Profile Options ................................................................................................................................ 25

Manage Service Logistics Profile Options ............................................................................................................................. 25

10 Service Logistics Parts Search Program 27Configure Parts Search .............................................................................................................................................................. 27

11 Related Oracle Cloud Products 31Overview ........................................................................................................................................................................................ 31

B2B Service ................................................................................................................................................................................... 32

Overview of Enabling Service Requests and Work Orders to use Installed Base Asset ............................................... 32

Manufacturing and Supply Chain Materials Management ................................................................................................ 33

Product Master Data Management ........................................................................................................................................ 34

Maintenance Management ....................................................................................................................................................... 35

Pricing Administration ............................................................................................................................................................... 37

Subscription Management ........................................................................................................................................................ 38

Global Order Promising ............................................................................................................................................................. 38

Order Management .................................................................................................................................................................... 39

Shipping ......................................................................................................................................................................................... 41

12 Set Up Depot Repair 43What do I need to set up for Depot Repair? ........................................................................................................................ 43

13 Set Up the Preventive Maintenance Workflow 45Set Up Customer Asset Preventive Maintenance Workflow ............................................................................................. 45


Preface

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PrefaceThis preface introduces information sources that can help you use the application.

Using Oracle Applications

HelpUse help icons to access help in the application. If you don't see any help icons on your page, click your user imageor name in the global header and select Show Help Icons. Not all pages have help icons. You can also access the OracleHelp Center to find guides and videos.

Watch: This video tutorial shows you how to find and use help.

You can also read about it instead.

Additional Resources

• Community: Use Oracle Cloud Customer Connect to get information from experts at Oracle, the partnercommunity, and other users.

• Training: Take courses on Oracle Cloud from Oracle University.

ConventionsThe following table explains the text conventions used in this guide.

Convention Meaning

boldface Boldface type indicates user interface elements, navigation paths, or values you enter or select.

monospace Monospace type indicates file, folder, and directory names, code examples, commands, and URLs.

> Greater than symbol separates elements in a navigation path.

https://docs.oracle.com/en/cloud/saas/applications-help/

https://docs.oracle.com/en/cloud/saas/applications-help/

https://apex.oracle.com/pls/apex/f?p=44785:265:0::::P265_CONTENT_ID:28102


http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=OACPR158049

https://appsconnect.custhelp.com/

http://education.oracle.com/pls/web_prod-plq-dad/db_pages.getpage?page_id=906


Preface

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Documentation AccessibilityFor information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website.

Videos included in this guide are provided as a media alternative for text-based help topics also available in this guide.

Contacting Oracle

Access to Oracle SupportOracle customers that have purchased support have access to electronic support through My Oracle Support. Forinformation, visit My Oracle Support or visit Accessible Oracle Support if you are hearing impaired.

Comments and SuggestionsPlease give us feedback about Oracle Applications Help and guides! You can send an e-mail to:[email protected].

http://www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc

http://www.oracle.com/pls/topic/lookup?ctx=acc&id=info

http://www.oracle.com/pls/topic/lookup?ctx=acc&id=trs

mailto:[email protected]


Chapter 1About This Guide

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1 About This Guide

Purpose and ScopeThis guide helps you set up the data that you require to use Oracle Fusion Service Logistics.

Scope of This GuideThis guide covers the minimum set of tasks required to configure Oracle Fusion Service Logistics for your businessrequirements. You will learn how to:

• Enable Service Logistics.

• Set up stocking locations.

• Assign stocking locations to field service technicians.

• Manage billing types.

• Set up service activities.

• Define return routing rules.

• View and edit lookups.

• Manage profile options.

• Set up B2B Service.

• Set up related products.

References and HelpThis guide has references to other guides wherever required. Unless otherwise specified, you can access help from theOracle Applications Help portal or from the Oracle Cloud Documentation Library.

For more information about the full implementation of the Service Logistic offering and implementing advancedfeatures within the offering, see the Integrating Service Logistics with Field Service and the Using Service Logisticsguides.

For more information about subscribing to an Oracle Cloud Service trial, see the Getting Started with Oracle Cloudguide.

Note: With release 20A (11.13.20.01.0), "Oracle Engagement Cloud" is now known as Oracle CX Sales and OracleB2B Service. Existing Oracle Engagement Cloud users will retain access to Oracle CX Sales and B2B Service featuresunder their preexisting licensing agreements. Any new users created within your current Oracle Engagement Cloudlicense count will also retain the same access to Oracle CX Sales and Oracle B2B Service. To obtain additional featuresor manage your subscription, refer to your Oracle Cloud Applications Console. This document describes featuresavailable to users under Oracle CX Sales, Oracle B2B Service, and Oracle Engagement Cloud licensing agreements.



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How to Use This GuideThis section explains the prerequisites for getting started with your implementation.

PrerequisitesBefore performing the steps in this guide, you must set up the common enterprise structure objects. To get started, youalso require access to Oracle Identity Management and Oracle Fusion Applications.

For more information, see the Implementing Common Features for Oracle SCM Cloud guide.

AssumptionsYou must have a valid user name and password to sign in to the application and access the work areas.

What's New in Service Logistics ImplementationGet details about help topics that are new or significantly revised for each release.

Release 20C

Topic Description

List of Service Logistics Lookups

Added two new lookups used to configure the parts search program.

Service Logistics Parts SearchProgram

New topic on configuring the parts search program and the Parts Search window.

Related Oracle Cloud Products

Revised topic to provide detailed setup information.

Set Up the Preventive MaintenanceWorkflow

New topic on setting up the preventive maintenance workflow in Oracle Maintenance Cloud.

Release 20B

Topic Description

Create Users for Service Logistics

Revised topic to mention new privilege OSS_ SUBSCRIPTION_ SPECIALIST that's required toaccess service contracts.



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Topic Description

Oracle Subscription ManagementCloud Service

New topic on setting up service contract discounts in Oracle Subscription Management Cloudapplication.

Set Up Service Activities

Revised topic to provide details on the two new seeded business processes - Parts Exchangeand Depot Repair Logistics.

How can I set up Oracle ServiceLogistics Cloud for Depot Repair?

Revised topic to include information on setting up service activities for the new businessprocess - Depot Repair Logistics.

Release 20A

Topic Description


Revised topic. Includes information on a new role - Depot Repair Manager.

Set Up Depot Repair

New chapter. Includes information on the attributes that need to be set up to use the newDepot Repair functionality in Service Logistics.

Release 19D

Topic Description


Revised topic. Includes the new privilege required for users to use the Manage Estimates UI.

Set Up Your Stocking Locations

Revised topic. Updated to include information on setting up all kinds of stocking locations, forexample, manned, unmanned, site-dedicated as well as technician stocking locations.

Release 19C

Topic Description


Revised topic. Includes details about new privileges added to the Field Service Administratorrole.

Return Routing Rules > Overview

New chapter and topic. Learn about return routing rules and how they're used to automaticallyroute defective and excess parts to the appropriate location or warehouse.

Create Return Routing Rules New topic. Learn how to create return routing rules for your organization.



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Topic Description

Overview of Service Logistics ProfileOptions

Revised topic. Includes the new profile option for return routing rules.

Data Setup in Related Products

Revised topic. Includes new details about setting up data in other SCM Cloud applications.

Release 19B

Topic Description


Revised topic. Includes details about the new privilege required to access the Service LogisticsLanding page and the debrief UIs.

Enable Support for Third Party WorkObjects

New topic. Learn how to set up Service Logistics to handle third party service requests andwork orders.

Set Up Service Activities

Revised topic. Includes details about the check boxes related to charges.

Overview of Service LogisticsLookups

Revised topic. Includes a new table listing the lookups. Also includes the new lookup requiredfor third party objects.

Data Setup in Related Products

Revised topic. Includes new details about data in Pricing and Oracle Order Management CloudService.

Find Guides, Release Readiness Documents, and OtherResources

Watch video

The Oracle Help Center (https://docs.oracle.com) has guides, videos, release readiness documents, and other resourcesfor Oracle Applications Cloud.

• Guides give you cumulative information about all features in each cloud service, for example how to use, set up,and extend them.

• Release readiness documents tell you what's new or changed in a particular release update. This material ispublished before the update happens, to help you prepare for it.

In the application, when you click links in help windows, most of the time you open a specific guide in the Help Center.From there, you can search or browse to find other content. Or, if you're on the oracle.com site, open the main menu





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and select Documentation in the Product Help menu group to get to the Help Center. It's a good idea to bookmark theHelp Center.

Let's take a look at how you can move around and find what you're looking for in the Help Center.

Browse for Cumulative Content About a Cloud ServiceHere's how you find guides, videos, and other resources:

1. From anywhere in the Oracle Help Center, open the main menu and click Cloud Applications. Or, click CloudApplications on the Help Center home page.

2. On the Cloud Documentation page, browse the cloud services which are organized in categories.3. Click the name of your cloud service.4. On the main page for the cloud service, select a release update if you don't want to see the latest content.5. Use the navigation pane to get to a specific guide, video, or other resource. Here are some examples of where

you might go:

◦ Books or Videos: Get all the videos or guides for the cloud service.

• On the Videos or Books page, you can use the View list to filter by category.• Most guides are available in multiple formats, for example HTML and PDF.

◦ Tasks: Click a task category and then a specific, common task to go straight to information that will helpyou with that task.

◦ REST API: Get reference information about REST APIs.

Tip: Use the breadcrumbs to get to other parts of the Help Center.

Search Within or Across GuidesThe scope of the search in the global header of the Oracle Help Center depends on the page you're on. For example,on the Cloud Documentation page, you search across guides for all cloud services. On the pages for a specific cloudservice, you search only within that service, which gives you more targeted results. If you want to search within oneguide, use the Search tab in the guide.

From the search results, find the entry you want and click one of the two links for that entry:

• The first link takes you to the beginning of the relevant chapter.

• The second link takes you directly to the part of the chapter that has the summary text that you see in thesearch result.

Review Release Readiness DocumentsLet's find the release readiness material that can help you prepare for your next quarterly update:

1. On a page in the Oracle Help Center for your cloud service, click Cloud Readiness / What's New in thenavigation pane.

2. On the main page in Oracle Cloud Readiness for your service, find the What's New subsection under theEssential Content section.

3. Click HTML or PDF to open a What's New document in a new browser tab.4. Click the release update you want to review.5. In the table of contents, click Feature Summary to see which features are enabled or disabled by default. You

need to take action to make disabled features available to your users.



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6. If you see an Opt In Expiration tab, click it to see when disabled features will become enabled by default.7. Click the tab for your release update to go back and see the details about specific features.8. Return to the browser tab with the main page for your cloud service to explore other release readiness content.

From there you can also jump over to other cloud services.

Related Topics

• Oracle Help Center

https://docs.oracle.com


Chapter 2Get Started With Your Implementation

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2 Get Started With Your Implementation

Overview of Service LogisticsService Logistics delivers field service capability and supply chain functionality enabling users to source and order partsfor field service and parts only service, review debrief lines and submit charges for parts, labor, and expenses incurred.Using the Service Logistics work area, you can order parts for service requests and work orders that are created inOracle B2B Service UIs. You can also order parts for third party service requests and work orders. You can set up avariety of field stocking locations and manage the trunk stock of these stocking locations as well as the inventory offield service technicians. Service Logistics also offers depot repair functionality so that you can manage the repair andreturn of broken parts.

Service Logistics is part of Oracle Fusion Supply Chain Management Cloud and interacts with Oracle B2B Service andother Supply Chain Management cloud products to support customer and field service as well as manage preventivemaintenance work on customer-owned assets.

Dependencies on other SCM Cloud ProductsUsing Service Logistics, you can source and order customer replaceable and technician replaceable parts, as well ascapture customer part returns. Service Logistics depends on data set up in various other Supply Chain Managementproducts such as Oracle Fusion Inventory Management, Oracle Order Management Cloud Service, Oracle FusionPricing, Oracle Fusion Global Order Promising, Oracle Maintenance Cloud, Oracle Subscription Management Cloud, andOracle Product Master Data Management to offer this functionality.

For information on the dependencies and the data that must be set up to use Service Logistics, see: Setting Up RelatedProducts.

Interaction with B2B ServiceAs a Service Logistics user, you will be able to source and order service parts and initiate returns using the partsfunctionality in the B2B Service - Create Service Request and Create Work Order pages.

For information on the roles and privileges required to enable this functionality, see: Enabling Features for PartsOrdering using B2B Service UIs: Procedure.

Support for Third Party Service Requests and Work OrdersUsing Service Logistics, you can create and manage part requirements for third party service requests and work orders.Field Service Administrators can also review the debrief information for third party work orders and submit charges togenerate sales invoices.



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Integration with Oracle Field Service CloudYou can also choose to download and set up the integration of Service Logistics with Oracle Field Service under theCustomer Experience offering. This integration synchronizes field service technicians, their stocking locations, andcorresponding inventory balances to Oracle Field Service. It allows field service technicians to search for, order, andreceive parts from Supply Chain Cloud as well as upload parts, labor, and expense debrief transactions back to theSupply Chain Cloud for billing, costing, and updating inventory and the installed base asset configuration.

For information on setting up the integration of Service Logistics with Field Service, see the Integrating Service Logisticswith Field Service guide.

Enable the Functional Areas for Service LogisticsImplementationTo access the setup tasks for Service Logistics, enable it as a functional area under the Manufacturing and Supply ChainMaterials Management offering.

1. Click the Navigator, and then click Setup and Maintenance.2. On the Setup page, select the Manufacturing and Supply Chain Materials Management offering from the

drop-down list.3. On the Setup Manufacturing and Supply Chain Materials Management, click Change Feature Opt In.4. On the Opt In: Manufacturing and Supply Chain Materials Management page, select the check box in the

Enable column for the functional area: Service Logistics.5. Click Done.

Create Users for Service LogisticsSet up users for Service Logistics:

1. Create Service Logistics users by assigning the following roles:

a. Field Service Administrator - ORA_RCL_FIELD_SERVICE_ADMINISTRATOR_JOB

The Field Service Administrator role already has the following Supply Chain Management privileges bydefault:

• FOM_IMPORT_ORDER_PRIV: Required by Service Request to create Sales Orders.• MSP_VIEW_PLANNING_SUPPLY_AVAILABILITY_PRIV: Required by Service Request and Work Order

to use Global Order Promising to source the parts.• DOS_MANAGE_SUPPLY_ORCHESTRATION_WEB_SERVICES_PRIV: Required by Work Order to

create Internal Material Transfers.• QP_PRICE_SALES_TRANSACTIONS_PRIV: Required by Service Request and Work Order to price

the parts requirement.• PER_MANAGE_LOCATION_PRIV: Required by Work Order to create Human Resource (HR) Location

for the Internal Material Transfer.



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The Field Service Administrator role must also be assigned the privilegeOSS_SUBSCRIPTION_SPECIALIST which is required to access service contracts.

b. Depot Repair Manager - ORA_RCL_DEPOT_REPAIR_MANAGER_JOB

This role gives the user access to the Manage Depot Repair UI and the Depot Repair Workbench UI.2. For Service Logistics users to be able to create transfer orders successfully:

◦ Add the Human Resource Specialist role to the user: ORA_PER_HUMAN_RESOURCE_SPECIALIST_JOB

◦ Add the following Data Security Policy to the Field Service Administrator role:

i. Name: SetID Setii. Description: Reference Data Set - FND_SETID_SETS_VL

iii. Actions: Manage Location3. To allow your admins to use the Oracle Transactional Business Intelligence (OTBI) tool to analyze and report on

service parts profitability and parts delivery performance, check that the following BI duty rule is assigned tothe Field Service Administrator Job Role: FBI_SERVICE_LOGISTICS_TRANSACTION_ANALYSIS_DUTY

4. Note the privileges assigned to the Field Service Administrator to use REST Services to query, create, update,and delete Service Logistics debrief transactions for parts, labor, and expenses:

◦ RCL_PORTAL_CREATE_DEBRIEF_TRANSACTIONS_BY_SERVICE - Create Debrief Transactions

◦ RCL_ACCESS_STOCK_LOC_DETAILS_BY_SERVICE_PRIV - Access Stocking Location

Enable Support for Third Party Work ObjectsTo manage part requirements and orders for third party objects such as a service request or work order from a legacycustomer service application:

1. Set up the document type lookup for the third party service request or work order in the Service Logisticslookup ORA_RCL_SOURCE_DOC_TYPE. For details, see chapter Managing Service Logistics Lookups.

Note: The following master data must be available in Oracle Cloud in order to create debrief lines for third party workorders:

• Customers - Name, Bill-To Accounts, Bill-To Addresses• Technicians• Item master• Pricing



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Chapter 3Stocking Locations

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3 Stocking Locations

How Do We Use Stocking LocationsStocking locations are used to store and stock parts. In Service Logistics, you can set up various stocking locationtypes, such as manned, unmanned, site dedicated stocking locations as well as technician stocking locations. Youwill then assign these stocking locations to all the field service technicians that can use parts from them. Each fieldservice technician must be assigned one default usable and defective trunk stock location. Service agents order partsfrom central warehouses and ship them to the field stocking locations where the parts will be used by the field servicetechnicians. Field service administrators can also transfer parts from one stocking location to another to replenish thewarehouse or the inventory of field service technicians. You can also use field stocking locations to track both usableand defective parts.

Set Up Your Stocking LocationsSet up a stocking location:

1. Under Setup and Maintenance, select the Manufacturing and Supply Chain Materials Management offering,and then click Service Logistics. See the list of tasks displayed for Service Logistics on the right-hand pane.Click Manage Stocking Location.

2. On the Manage Stocking Location page, click the Add icon (Plus icon).3. On the Add Stocking Location page:

◦ Select the Organization from the list of valid inventory organizations.

◦ Select a Subinventory from the list of subinventories that appear for the selected organization. Note thatthe word 'subinventory' here's the industry equivalent of a warehouse.

◦ Select the type of field parts stocking location. The four seeded values are Technician, Manned,Unmanned, and Site Dedicated.

◦ Select Condition as either Usable or Defective.

Note: Field parts stocking locations must have been set up as Inventory Organizations andSubinventories before they can be set up as Service Logistics stocking locations.

4. Save your record.5. When you set up a site dedicated stocking location, you will be able to add or remove party site addresses to

it. On the Manage Stocking Locations page, you will see an icon under the Address column against each sitededicated location. Click on the icon to access a Details window. You can add the site addresses here.

6. Follow the same process to set up another stocking location.


Chapter 3Stocking Locations

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Chapter 4Field Service Technicians

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4 Field Service Technicians

Overview of Field Service Technicians SetupIn this section, you will learn how to assign stocking locations to field service technicians to enable them to stock andmanage the parts or items that they require to fulfill a work order. These stocking locations represent the technician'strunk stock. Stocking locations set up as the technician's default usable and defective subinventory default into transferorder destinations and can be used in the parts debrief process. Note:

• You can assign multiple stocking locations to field service technicians.

• Every technician must be assigned one default usable and defective stocking location.

Field service administrators use the Manage Trunk Stock page in Service Logistics to monitor the stocking levels of eachitem in the technician's trunk stock. Field service administrators can create transfer orders to replenish the technician'strunk stock when the item levels fall below the minimum level as well as receive parts shipped to a technician.

The first time a stocking location is assigned to a field technician, the Usage Type of Field Service Technician is assignedto the field technician's Person Party. This assignment triggers the integration of Service Logistics with Field Service andmakes them available as field technicians in Oracle Field Service.

Assign Stocking Locations To TechniciansAssign a stocking location to a field service technician:

1. Under Setup and Maintenance, select the Manufacturing and Supply Chain Materials Management offering,and then click Service Logistics. In the list of setup tasks that you can see, click Manage Field ServiceTechnicians.

2. On the Manage Field Service Technicians page, select a technician in the Technician field.3. Click the Add icon (Plus icon).4. On the Add Stocking Location page:

◦ Select your Organization from the list of valid organizations.

◦ Select a subinventory from the list of valid subinventories that appear for the selected organization.

◦ Check Enable to ensure the technician can use the selected subinventory.

◦ Select Default to specify the selected subinventory as the default subinventory of the technician.

5. Click Save and Create Another to save the details you have entered and open the Add Stocking Location pageto assign another stocking location to the field service technician.

6. Enter the required information. Click Save and Close.


Chapter 4Field Service Technicians

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Edit Stocking Locations Assigned to TechniciansTo edit the stocking locations assignment and preferences for a selected field service technician:

1. Under Setup and Maintenance, select the Manufacturing and Supply Chain Materials Management offering.Click Service Logistics and then click Manage Field Service Technicians in the setup task list.

2. On the Manage Field Service Technician page, select a technician in the Technician field, and click Search.3. From the list of stocking locations assigned to the technician that appears, select the row you want to edit.4. Click the Edit icon.5. On the Edit Stocking Location page, you can select to check or clear the following:

◦ Enabled: When selected, the specified subinventory is available for the technician's use. Clear the checkbox to make this subinventory unavailable for the technician's use.

◦ Default: When selected, the specified subinventory will be the default subinventory of the technician.Clear the check box to remove this subinventory as the default one for the technician.

6. Click Save and Close.


Chapter 5Billing Types

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5 Billing Types

Overview of Billing TypesBilling Types are assigned in the Item Master to all service parts and consumables that you intend to use when creatingpart requirements for a service request. Billing Types must also be assigned to all labor and expense items that are usedin debrief transactions.

For more information on updating the Item Master with the billing type see Item Specifications and Attributes:Explained, in the Using Product Master Data Management guide.

How are Billing Types used in Service Logistics?When you set up service activities for your organization, you will need to associate billing types with service activitycodes (SACs) to define which items in the Item Master will be used for the selected service activity. Service activity codesare entered when a user creates a part requirement for a service request and determines whether the resulting salesorder is for a shipment or a return order line. The association of the service activity code with the billing type controlswhich items or parts can be selected in the part requirements user interfaces. Note that SACs aren't required for workorder part requirements as the service activity code is entered later when creating the parts debrief line.

Billing types also determine the list of service activities that are displayed when creating part, labor, and expense debrieftransactions as well as filter the list of items available for selection.

You can associate multiple billing types with a service activity code. For example, a service activity of type 'Installation'can be used for both parts and labor debrief.

View Billing Types and Billing CategoriesTo view the seeded billing types and billing categories:

1. Click Setup and Maintenance, then under the Manufacturing and Supply Chain Materials Managementoffering, click Service Logistics, and then click Manage Billing Types.

2. On the Manage Billing Types page, click the Add icon (Plus icon), if you want to add a billing type.

Note: There are three non-extensible billing categories seeded in Service Logistics - Labor, Expense, and Material.Billing Categories are used to map items to their debrief user interfaces, for example, Expenses, Parts, and Laborthrough the billing types assigned on the item master.


Chapter 5Billing Types

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Chapter 6Service Activities

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6 Service Activities

Understand Service ActivitiesService agents select a Service Activity when they create a service request part requirement for customer replaceableparts. Service Activities:

• Filter the item list of values. Only items with billing types associated with the selected service activity code aredisplayed in the list of values.

• Determine the transaction category, whether the resulting sales order line will be a shipment order line or areturn order line.

• Determine the order line type for the part requirement that will drive the correct orchestration process to belaunched after the sales order is created. Order line types that drive the order orchestration and accountingprocesses are set up in Order Management.

• Specify if and how to create the underlying charge line, and if the corresponding charge lines should besubmitted to Order Management.

Service activity codes are also selected during field service debrief where they're used to calculate charges for both fieldservice and parts only service billing. Service activities filter the list of items when creating part, labor, and expensedebrief transactions through the billing types associated with the service activity.

You must set up at least one service activity code for shipping parts to customers and one service activity code forreturning defective or excess parts.

You will then associate at least one billing type to each service activity code. For information on how the billing type andservice activity code association controls the service items that can be selected when creating a part requirement, see:Billing Types: Overview.

Set Up Service ActivitiesTo set up service activities:

1. Under Setup and Maintenance, select the Manufacturing and Supply Chain Materials Management offering.Click Service Logistics and then click Manage Service Activities.

2. Click the Add icon (Plus icon) to add a new Service Activity.3. In the Service Activity Code field, enter a unique code for the service activity you're defining.4. In the Service Activity field, enter a name for the service activity you're defining, for example, Customer

Return.5. In the Description field, enter a description for the service activity, for example, returned from customer.6. For Transaction Category, depending on the service activity you're defining, select from the values:

◦ Order

◦ Return goods7. For Business Process, depending on the service activity you're defining, select from the values:

◦ Customer support - select to set up service activities related to parts sales and returns


Chapter 6Service Activities

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◦ Parts Exchange - select to set up service activities for parts exchange (broken part is returned bycustomer and replacement part is shipped as part of the same transaction)

◦ Field service - select to set up service activities related to field service debrief

◦ Depot Repair - select to set up service activities related to depot repair debrief

◦ Depot Repair Logistics - select to set up service activities for depot repair return and shipment

8. For Order Line Type, select from the values that appear depending on the transaction category you haveselected.

9. Select the Create Order check box to control which charge lines created in Service Logistics are passed to OrderManagement. If this check box is selected, the charge line is passed to Order Management so that customerscan be invoiced accurately. Don't select this check box if you want the order orchestration process to be carriedout in a third-party Order Management application.

10. Select the Zero Charge check box if you don't want to charge customers for parts covered under a warranty or acontract, or for additional labor or extra parts that weren't planned for the original repair.

11. Enabled is checked by default.12. Click Save.13. To associate the service activity you set up to a billing type, in the Billing Type region, click the Add icon (Plus

icon).14. Select the appropriate billing type for the service activity.15. Click Save and Close to save the changes and close the Manage Service Activities page.


Chapter 7Return Routing Rules

19

7 Return Routing Rules

What is Return Routing?When customers, field service technicians, and field parts stocking location administrators return defective parts, theyneed to be transferred to the appropriate warehouse or repair location. Excess parts in a field stocking location or atechnician's trunk stock must also be returned to the optimal warehouse. As a field service administrator, you can set upreturn routing rules to automatically determine the warehouse to which these parts must be returned. Routing rules area combination of values such as zone or stocking location, item category, and item number that are applied to select adestination warehouse. These rules are used in the Add Part and Return Part UIs of the Service Logistics application. Inthe next section, learn how to create Return Routing Rules for your organization.

Create and Manage Return Routing RulesYou can create two types of Return Routing Rules using the Manage Return Routing Rules UI in Service Logistics:

• Return Routing Rules for defective parts returned by the customer

• Return Routing Rules for defective and excess parts being returned from field stocking locations and fieldtechnicians

To create the Return Routing Rules:

1. Click Setup and Maintenance, then under the Manufacturing and Supply Chain Materials Management offering,click Service Logistics, and then click Manage Return Routing Rules.

2. You will see the Manage Return Routing Rules UI with a Search header and results region. Here you can queryfor the return routing rules for your organization after you have set them up.

3. To add a new rule, click the Add (Plus) icon in the Search Results region. You will see the Add Return RoutingRule window.

4. Add values for the new rule:

◦ Select the Return Source Type. This could either be Zone or Organization and Subinventory. Use 'Zone' tocreate a return routing rule for a customer return. Use 'Organization and Subinventory' to create the rulefor all field service returns.

◦ Source Organization and Source Subinventory - Enabled only if Return Source Type is 'Organization andSubinventory'. List of values includes all inventory organizations and subinventories with a StockingLocation Type of Field Technician.

◦ Zone - Enabled only if Return Source Type is 'Zone'. Includes all zones set up in the Manage ShippingZones UI using the Zone Type defined in the Service Logistics Profile Option (Return Routing ZoneType). When a customer returns a part, a TCA API is run to determine the applicable return routing zonebased on the customer's address. The zone determines which return routing rule is applied to default thedestination subinventory.

◦ Return Type - Defective or Excess.

◦ Item Catalog and Item Category - helps to filter the Item list of values if you're going to set up returnrouting rules for specific items. Note that you can create return routing rules at just the item categorylevel.


Chapter 7Return Routing Rules

20

◦ Item - LOV displays all Items with Billing Type tied to Billing Category "Material" and, if entered, the ItemCategory.

◦ Destination Organization - The inventory organization.

◦ Destination Subinventory - All subinventories in the destination organization selected.

◦ Enabled - Select Yes or No to Indicate whether this rule should be enabled for your organization or not.

5. Click Add.


Chapter 8Service Logistics Lookups

21

8 Service Logistics Lookups

List of Service Logistics LookupsRefer to the table below for a list of the lookups that Service Logistics uses. Note that you will only be able to view andedit the extensible lookups in the Manage Service Logistics Lookups UI.

Name/Code Description Seeded Values Extensible?

EGP_ MATERIAL_ BILLABLETYPE

Billing Types are used toidentify which items in theItem Master can be usedfor Service. Note that onlyitems with billing types can beused in Service Logistics PartRequirements user interface.

Labor, Material, Expense,Consumable.

Yes

ORA_ DOO_ LINE_TYPES

Define line types forshipments.

None

Yes

ORA_ DOO_ RETURN_LINE_TYPES

Define line types for returnorder lines.

None

Yes

ORA_ RCL_ BUSINESS_PROCESS

Identify which part of thebusiness executes the workorder.

FLDSRV (Field Service),CUSTSUPPORT (CustomerSupport), DEPOTREPAIR( Depot Repair), EXCHANGE(Parts exchange),DRLOGISTICS (Depot RepairLogistics).

No

ORA_ RCL_ SOURCE_DOC_TYPE

Identify the Service Logisticssource document type, forexample, whether it's a servicework order or service requestfrom the B2B Service UIs ora third party work order orservice request.

EC_SR (Engagement CloudService Request), EC_WO(Engagement Cloud WorkOrder), REPLENISHMENTand REPL_ WAREHOUSE(Replenish warehouse andTechnician Trunk Stock),RMA ( Return MaterialAuthorization)

Yes

ORA_ RCL_ USAGE_CODE

Identify how a part was usedto resolve the Work Order.

USED, UNUSED, DOA(Defective on Arrival)

No

ORA_ RCL_ DEBRIEF_ STATUS

Defines the status of a debriefline.

NEW, POSTED, ERROR

No



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ORA_ RCL_ ADDRESS_TYPE

Categorizes the shippingaddress into different addresstypes.

ACCOUNT, TECHNICIAN,CONTACT

No

ORA_ RCL_ QUANTITY_LEVEL

Indicate the quantity levelof items or parts in thetechnicians' trunk stock.

SHORTAGE, EXCESS

No

ORA_RCL_YES_NO

Indicate a yes or no condition.

Y, N

No

ORA_ RCL_ STOCK_LOC_TYPE

Identify the stocking locationtype.

TECHNICIAN, UNMANNED,MANNED, SITE_DDCTD (SiteDedicated Warehouse)

No

ORA_ RCL_ STOCK_LOC_CONDITION

Identify if the stockinglocation is good/ usable ordefective.

GOOD, DEFECTIVE

No

ORA_ RCL_WORK_AREA

Used to default the workarea on the Service Logisticslanding page. Users can definetheir work areas.

None.

Yes

ORA_ RCL_ IMT_STATUS

Indicate the status of amaterial transfer.

SHIPPED, NOTSHIPPED,SHIPPEDLATE,NOTSHIPPEDLATE,SUBMITTED, SUPPLY_REQUEST CANCEL_SUBMITTED

No

ORA_ RCL_ RET_RULE_SRC_TYPE

The source type for the returnrouting rules.

INV (organization andsubinventory), ZONE (zone)

No

ORA_ RCL_ RETURN_TYPE

The return routing rule type.

DEFECTIVE, EXCESS

No

ORA_ RCL_ ESTIMATE_STATUS

Estimate Status indicateswhether the estimatedcharges are new, awaitingapproval, approved, rejected,or canceled.

NEW, AWAITING_ APPROVAL,APPROVED, REJECTED,CANCELED

No

ORA_ RCL_ PART_SOURCING_FS

Define part search methodsand sequences for fieldservice parts requirements.

SITE_DDCTD (Site Dedicated),TECHNICIAN, UNMANNED,MANNED, GOP (Global orderpromising sourcing method),REPLENISH (Inventoryreplenishment rules)

No



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ORA_ RCL_ PART_SOURCING_CS

Define part search methodsand sequences for customersupport part requirements.

MANNED, GOP

No

Manage Service Logistics Lookups and Lookup CodesTo manage the lookups for Service Logistics:

1. Under Setup and Maintenance, select the Manufacturing and Supply Chain Materials Management offering.Click Service Logistics, and then click Manage Service Logistics Lookups.

2. The lookups available for Service Logistics are displayed on the Manage Service Logistics Lookups page.3. To edit a lookup, select Edit from Actions, or click the Edit icon or click on the lookup name.4. The Standard Lookup Type region gives information on the meaning, description, the module the lookup is

used by, whether it's extensible, and REST access secured.5. The Lookup Codes region displays the lookup codes associated with the lookup. For existing lookup codes, you

can edit the display sequence to specify the order in which the lookup codes are available for selection.6. To add a lookup code, select New from Actions, or click the Add icon (Plus icon).7. In the Lookup Code field, enter a value for the lookup code you want to add. This is a required field.8. Optionally, in the Display Sequence field, enter a value to specify the sequence of how the lookup code will

appear in the list of values.9. The Enabled check box is selected by default.

10. In the Start Date field, enter a starting date for the use of this lookup code.11. In the End Date field, enter the end date for the use of this lookup code.12. In the Meaning field, enter a value for the lookup code that would be visible for selection in the list of values.

This is a required field.13. Optionally, in the Description field, enter a description for the lookup code.14. Optionally, in the Tag field, enter a tag for the lookup code.15. Click Save and Close.16. Click Done to close the Manage Service Logistics Lookups page and return to the Service Logistics Tasks list.



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Chapter 9Service Logistics Profile Options

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9 Service Logistics Profile Options

List of Service Logistics Profile OptionsAs a field service administrator, you can view and manage the profile options for Service Logistics. Service Logisticsuses the following profile options:

• RCL_DEF_DESTINATION_ORGANIZATION: To specify the default destination organization where parts will beshipped when a part requirement is created for a work order and before a field service technician has beenassigned to the work order.

• RCL_DEF_EMPLOYEE_NAME: To specify the default employee to be used as the preparer name and deliver-toname while creating a transfer order.

• RCL_DEF_PARENT_RESOURCE: To specify the default parent resource name from Oracle Field Service which isused when downloading technicians, stocking locations, and inventory balances to Oracle Field Service.

• RCL_DEF_RETURN_ORGANIZATION: To specify the default return organization where the part returned by thecustomer is to be received, set the profile option Default Return Organization. The organization is selected bydefault in the Create Return Line in the Service Request Parts Tab. This profile is used when no Return RoutingRule has been set up that covers the customer or inventory return.

• RCL_DEF_WORK_ORDER_AREA: To specify the default work order area displayed when the user launches theService Logistics landing page.

• RCL_RETURN_ROUTING_ZONE_TYPE: To specify the zone type used by the Service Logistics Manage ReturnRouting Rules setup UI.

• RCL_DEF_DEPOT_SAC_ISSUE - To specify the default service activity used for parts issued to depot repairorder.

• RCL_DEF_DEPOT_SAC_RECOVER - To specify the default service activity used for parts recovered from depotrepair order.

Manage Service Logistics Profile OptionsTo view and manage profile options:

1. Click Setup and Maintenance, then under the Manufacturing and Supply Chain Materials Managementoffering, click Service Logistics, and then click Manage Service Logistics Profile Options.

2. The Manage Service Logistics Profile Options page lists the profile options used by the product. To view detailsof a profile option, click on the profile option name.

3. The Search Results: Profile Option region displays details of the profile option code, the profile display name,the application and its module that uses the profile option, the start and end dates, and the description of theprofile option.

4. The Profile Values region displays the profile level set for the profile option. You can only edit a profile option toselect a profile level for it.

5. To edit the profile level for a profile option, you can select Edit from Actions, or click the Edit icon.6. In the Profile Level field, select from Site or User. This is a required value.7. Optionally in the Profile Value field, select an organization from the list of values.


Chapter 9Service Logistics Profile Options

26

8. Click Save and Close.9. Click Done to close the Manage Service Logistics Profile Options page and return to the Service Logistics Task

list.


Chapter 10Service Logistics Parts Search Program

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10 Service Logistics Parts Search Program

Configure Parts SearchIn Service Logistics, you can source spare parts for customer support (parts sales and parts exchange) and field servicework orders using the parts search program. When a part is added to a service request or work order, the parts searchprogram will automatically identify the stocking location and return the arrival date and ship method. If automatedsearch can't find the parts or returns a stocking location that's not optimal, you have the option to select an alternatestocking location in the Parts Search window. The parts search program drives both the automatic and interactivesearch. You can:

• search for parts based on the stocking location type

• define the sequence or order in which the search is executed

• identify an alternate stocking location in the Parts Search window which helps to reduce backorders and use thelow-cost stocking locations

• use GOP sourcing and Inventory replenishment rules if required. Note that these are existing search methodsthat have been included in the parts search program.

To use automatic as well as interactive parts sourcing, you must:

1. Set up your parts supply chain2. Configure the parameters for the parts search program and the interactive Parts Search UI

Set Up Parts Supply Chain - Use the guidelines below to set up your parts supply chain in Oracle SCM Cloud.

1. Set up geographies - Manage Geographies page.2. Create zones using geographies - Manage Zone Types page3. Create internal locations (addresses) - Manage Locations page4. Assign internal locations to source inventory organizations and subinventories - Manage Subinventories page.

Note that there should be at least one subinventory in each inventory organization in the supply chain.5. Add stocking locations (subinventories) to the parts supply chain by assigning Stocking Location Type

(Technician, Site Dedicated, Manned, and Unmanned) and Condition (Usable or Defective). Here you willclassify every stocking location that can source parts for field service or customer service logistics (for example,part exchanges). This setup is done in the Manage Stocking Locations page of the Service Logistics application.

6. Create carriers and their ship methods and then assign the ship methods to the inventory organizations wherethey can be used - Manage Carriers page

7. Set up transit times by mapping origin internal locations to destination zones along with the available shipmethods and their transit times (Days) - Manage Transit Times page

8. Set up inventory replenishment rules - Manage Subinventories page, Manage Item Subinventories page,Manage Items page, Manage Inventory Organizations page. In the Parts Search window, when the user selectsthe Inventory Source option, these rules are used to identify a source inventory to search for parts. Inventoryreplenishment rules are used in automatic parts search. Inventory replenishment rules are also used to createtransfer orders for field service parts when the required items are unavailable (backorders).

9. Set up shipping network between stocking locations - Manage Interorganization Parameters page



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Note: It's important to structure the supply chain properly (step 7). The parts search program looks for partsat internal locations mapped to the ship-to address destination zones. Internal locations are internal addresses(HR_Location) assigned to inventory stocking locations (inventory organizations or subinventories). You must definewhich zones each of your manned, unmanned, and technician stocking location can supply to. Note that the ManageTransit Times page supports many other types of origins and destinations that are not available in the parts searchprogram. For each source or origin location that can supply a destination zone, you must also set up at least oneshipping method in the Shipping Methods section of the Manage Transit Times page. Transit times can be defined asa fraction of a day for shipping methods like courier and pickup that are time-based (less than a day).

Configure the Parts Search Program and Parts Search Page - Service Logistics provides two lookups that will let youconfigure how the parts search program is executed.

1. Navigate to the Service Logistics Lookups UI and query:

◦ ORA_RCL_PART_SOURCING_CS - configure parts search for customer service (service request parts sales andparts exchange)

◦ ORA_RCL_PART_SOURCING_FS - configure parts search for field service

2. Use the following information to configure the lookups:

◦ Lookup Code - Identifies the stocking location type or source type. Note that Replenish refers toinventory replenishment rules.

◦ Display Sequence - Determines the sequence or order in which the search is executed

◦ Enabled - Select which sourcing options will be used in automatic search as well as in the interactiveParts Search UI

Here's some additional information about the various search or sourcing options work.

Sourcing Option Additional Information

Technician

- Sourcing option available only for field service work orders. - Part is sourced from the technician's trunk stock subinventories. that can supply the ship-toaddress zone (set up in the Manage Transit Times page). - When you choose to source from a technician's trunk stock subinventory, no part order orreservation is created as the part is available with the field service technician.

Site Dedicated

- Sourcing option available only for field service work orders. - Part is sourced from the site-dedicated stocking locations (subinventories) associated withthe customer ship-to address in the Service Logistics Manage Stocking Locations page. - No parts order or reservation is created as the part is assumed to be available at or near thecustomer site.

Unmanned

- Sourcing option available only for field service work orders. - Part is sourced from unmanned warehouses that can supply to the ship-to address zone asset up in the Manage Transit Times page. - No parts order or reservation is created as the field service technician needs to pick up theparts. It's required that you define a ship method in the Manage Transit Times page but it's notused in this case.



29

Sourcing Option Additional Information

Manned

- Sourcing option available for service requests and field service work orders - Part is sourced from manned warehouses that can supply to the ship-to address zone (set upin the Manage Transit Times page). The search program calculates the Arrival date and timefor each ship method based on the transit times defined in the Manage Transit Time page andthen filters out the ship methods that can't meet the Need by Date. - If you're sourcing for a work order, a transfer order is created to ship the parts to thetechnician subinventory. If you're sourcing for a service request, a sales order is created to shipthe parts directly to the customer.

Global Order Promising

- Select to use the GOP sourcing process.

Inventory Source

- Sourcing option available only for field service work orders. - Search program uses inventory replenishment rules to find stocking locations that canresupply a field stocking location which is usually the technician's trunk stock. The inventorysources can be defined for combinations of inventory organization, subinventory, and item. - If you select this sourcing option, a transfer order is created without a ship method or arrivaldate and time as inventory sourcing rules don't include ship methods.



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Chapter 11Related Oracle Cloud Products

31

11 Related Oracle Cloud Products

OverviewCertain attributes must be set up in other Cloud applications so that Service Logistics users can order parts, createdebrief and post charges. Here's a list for your reference. The individual application set up is discussed in detail in thesections that follow.

Cloud Application Configuration Page

B2B Service

1. Access to B2B Service UIs2. Enable Service Requests and Work

Orders to use Installed Base Asset

1. Opt In: Service (Setup andMaintenance)

2. Opt In: Service (Setup andMaintenance)

Manufacturing and Supply ChainMaterials Management

1. Organization2. Interorganization Parameters3. Subinventories4. Inventory Sources

1. Manage Inventory Organization2. Manage Interorganization

Parameters3. Manage Subinventories4. Manage Item Subinventories

Product Master Data Management

1. Service Items - Labor, Expense, andParts

2. Unit of Measure3. Item Configuration

1. Manage Items2. Manage Units of Measure3. Manage Items

Maintenance Management

1. Unit of Measure for Maintenance2. Maintenance Organization3. Maintenance Organization

Parameters4. Maintenance Organization

Relationships5. Resources6. Work Areas7. Work Centers8. Maintenance Assets

1. Manage Units of Measure2. Manage Organization Parameters3. Manage Plant Parameters4. Manage Maintenance Organization

Relationships5. Manage Maintenance Resources6. Manage Maintenance Work Areas7. Manage Maintenance Work Centers8. Manage Assets

Pricing Administration

1. Unit of Measure for Pricing2. Customer Pricing Profile3. Pricing Segment4. Pricing Strategy5. Price Lists ( Labor, Expense, and

Part Items Pricing)6. Pricing Strategy Assignments

1. Manage Units of Measure2. Manage Customer Pricing Profiles3. Manage Pricing Segments4. Manage Pricing Strategies5. Manage Price Lists6. Manage Pricing Strategy

Assignments

Subscription Management

1. Service Contract Adjustments2. Assets Coverage

1. Manage Standard Coverage2. Subscription Coverage Level

Global Order Promising 1. ATP Rules 1. Manage ATP Rules



32

Cloud Application Configuration Page

2. Sourcing Rules 2. Manage Sourcing Rules

Order Management

1. Order Line Types2. Orchestration Processes3. Process Assignment Rules4. Pretransformation Rules

1. Manage Order Lookups2. Manage Orchestration Process

Definitions3. Manage Orchestration Process

Assignment Rules4. Manage Pretransformation

Defaulting Rules

Shipping

1. Shipping Zones for Return Routing 1. Manage Shipping Zones

Note: The setups related to parts search are covered in Chapter 10.

B2B ServiceService Logistics users will access the B2B Service UIs to order parts for service requests and service work orders. To dothis:

1. Opt in for the following features:

a. Log in as a setup user. Navigate to Setup and Maintenance.b. Select Service as functional area (Setup drop-down list)and click Change Feature Opt In.c. Click on the Features (pencil icon) for Service. Click the Enable icon (pencil icon) for 'Service Logistics

Parts Order'.d. Select 'Service Request Parts Order' and 'Service Request Work Order Parts Order'. Save and Close.e. Check to verify that the Part Details tab is visible on the Service Request and Work Order pages.

2. If you want to access the B2B Service UIs from the springboard, assign a B2B Service job or duty role to youruser. Note that this role has the Manage Part Orders - SVC_MANAGE_PART_ORDERS_PRIV privilege. Withoutthis privilege, the Parts region will be read-only in both the Service Request and Work Order pages. Choosefrom Customer Service Manager, Customer Service Representative, Sales Manager, Service Administrator orSales Representative.

3. If you create a new user with these roles and privileges, run the Enterprise Service Scheduler (ESS): "ImportUser and Role Application Security Data" so that the user data reflects in your system.

Overview of Enabling Service Requests and Work Ordersto use Installed Base AssetTo post charges for work orders, an Installed Base asset is required. Therefore, you must opt-in to use the B2B ServiceInstalled Base Asset feature on service requests and work orders.

Once you opt-in, the Installed Base Asset fields can be added to the Service Request and Work Order page layouts inApplication Composer. Once complete, the asset is automatically added to a work order created for the service request.This information then flows through to Field Service so that the technician knows which asset to repair. When the field



33

technician submits a debrief, the details of the parts that were used to complete the repair flow back to Service Logistics(which is part of the B2B Service Logistics integration). In the Service Logistics Edit Charges UI, the asset details defaultfrom the service request. The field service administrator then uses this information to determine the associated servicecharges.

Note: If the Installed Base asset isn't selected when the service request is created, the field service administratorwill need to select the Installed Base asset in the Service Logistics Edit Charges UI before they can post the relatedcharges. For more information about opting into Installed Base Assets, see the Implementing B2B Service guide.

Related Topics

• Implementing B2B Service

• Enable Installed Base Assets for Service Requests and Work Orders

Manufacturing and Supply Chain Materials ManagementData that needs to be set up under Manufacturing and Supply Chain Materials Management:

1. Organizations:

◦ Item Master Organization: There should be at least one item master organization (which can berepresented by an inventory organization). Items representing a part must be defined in the item masterorganization.

◦ Inventory Organizations: Set up your inventory organizations. Associate a location with the inventoryorganization and set the item quantity on the organization. Note:

• One of these inventory organizations must be set up as the default inventory organization usingthe profile option INV_DEFAULT_ORG_ID. The default inventory organization is used to filter theitems that can be selected to fulfill a service request or work order.

• One of these inventory organizations must be set up as a field service technician organization. Thisinventory organization contains information about parts that are on hands for field workers andhas subinventories mapped to FS Technicians in Service Logistics Setups.

◦ Maintenance Organization : The field service technician organization must be maintenance enabled (asthey're used to create Maintenance Work Orders when field service charges are posted). To do this:

• Under Setup and Maintenance, navigate to the Manage Inventory Organizations task:• Query the inventory organization.• Click Manage Organization Parameters.• Select the check box Organization performs maintenance activities.

2. Interorganization parameters - Set up interorganization parameters to execute transfer orders between yoursource and destination organization. You must set it up for any organization that will ship material to the fieldservice organization as well as the organizations that will receive parts from the field service organization forreturn or repair.

3. Subinventories - Set up subinventories for each inventory organization that you want to transact items into,from, or within. These subinventories will be used as stocking locations in Service Logistics.

4. Inventory Sources - Inventory sources can be used instead of GOP sourcing or to create back orders when GOPdoesn't find the required parts. If GOP doesn't return a source ( when sourcing and ATP Rules aren't set up, or

www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIEC

http://www.oracle.com/pls/topic/lookup?ctx=fa20c&id=FAIEC3366072



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the required item quantity is unavailable at the source or if the items can't be shipped before the Need-by Date),a default inventory source is identified based on the following set up:

a. Source setup at Destination Organization - Subinventory - Item level (Navigate to the Functional SetupManager Task Manage Subinventories and Locators and then click the Manage Item Subinventoriesbutton)

b. Source setup at Destination Organization - Subinventory level (Functional Setup Manager Task ManageSubinventories and Locators)

c. Source setup at Destination Organization - Item level (Manage Items under Product Management, thenProduct Development or Product Information Management)

For details on how to set up these attributes, refer to the Implementing Manufacturing and Supply Chain MaterialsManagement guide.

Product Master Data ManagementYou must set up all the items that you will be using for parts ordering and exchange, debrief, depot repair, andmaintenance.

1. Create all the service items- labor, parts, and expense.

Note: Customers must set up their serviceable Products/Item Numbers (products for which an SRcan be created) in both the SCM Item Master and the CRM Catalog.

2. Define the Unit of Measure for the items that you will create:

◦ Labor Items - Must be set up with UOM from the 'Time' UOM Class.

◦ Expense Items - Must be set up with UOM from the 'Currency' UOM Class.

◦ Part Items - Must be set up with UOM from the 'Quantity' UOM Class

3. Configure item attributes for specific business needs as per the details below:

Item configuration for parts ordering: Use this list to assign item attributes to all the service items and consumablesthat will be used for part requirement.

• Items used in SR Parts Tab - Return SAC

a. Stock enabled = Yesb. Transactions enabled = Yesc. Returnable = Yesd. Item Organization = Default Inventory Org Profile (INV_DEFAULT_ORG_ID)e. Material billable = M

• Items used in SR Parts Tab - Shipment SAC

a. Stock enabled = Yesb. Transactions enabled = Yesc. Customer Orderable = Yesd. Item Organization = Default Inventory Org Profile (INV_DEFAULT_ORG_ID)e. Material billable = M



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• Items used in WO Parts Region or Tab

a. Stock enabled = Yesb. Transactions enabled = Yesc. Internal Orderable = Yesd. Item Organization must match Destination Org, else must match the Default Inventory Org Profile

(INV_DEFAULT_ORG_ID)e. Material billable = M

Item configuration for debrief items: Items require the following attributes to be used in debrief.

• Part Items

a. Item has a billing type that's mapped to the billing category 'Material'.b. Item must be assigned to the same organization as the selected subinventory.

• Labor Items

a. Item is mapped to the Service Activity Code with Billing Type 'Labor'.b. Item is associated to the inventory organization from the technician's default subinventory.

• Expense Items

a. Item is mapped to the Service Activity Code with material_billable_flag 'Expense'.b. Item is associated to the inventory organization from the technician's default subinventory.

Asset Item Configuration for Maintenance Work Orders : Maintenance work orders are created to execute depotrepair. Maintenance work orders are also created when field service charges are posted. An asset is required to createthese maintenance work orders. The items associated to these assets must have the following:

• In the Item Organization category, check that the following two parameters are set as follows:

a. Enable Asset Tracking = Full Lifecycleb. Allow Maintenance Asset = Yes

• Check that the attribute for Serial number generation is configured as:

a. Generation = Dynamic entry at inventory receipt

For more information, refer to the Implementing Product Management guide.

Maintenance ManagementWhen a work order is completed and debriefed, the field service administrator reviews the charges submitted by fieldservice technicians. The field service administrator may then add or edit the debrief lines, make price adjustments ifrequired, and post the charges. At this stage, a maintenance work order is created to capture the cost of the service,adjust the inventory balances, and update the asset configuration. It's important to configure the items, assets, and theinventory organization properly so that the maintenance work order is created successfully. Note that these setups arespecific to field service debrief posting. The parameters for depot repair are mentioned in Chapter 12 of this guide.

1. Unit of Measure for Maintenance - Check that a unit of measure with UOM code 'HR' is defined in the Setupand Maintenance work area under the Manufacturing and Supply Chain Materials Management offering.

2. Maintenance Organization - Check that your field service technician organization is set up as a maintenanceorganization. Query the field service technician organization in the Manage Inventory Organizations page. Go



36

to Manage Organization Parameters. See that the check box Organization performs maintenance activities isenabled. Note that the maintenance work order is created using the inventory organization on the first debriefline. In most cases, this will be the inventory organization of the technician's trunk stock subinventory. However,the field service technician could be assigned directly to other parts stocking location subinventories in adifferent inventory organization. Any inventory organization from where parts can be debriefed must be set upas a Maintenance Organization and included in the Maintenance Organization Relationships too.

3. Maintenance Organization Parameters - Check that the plant parameters are configured for your maintenanceorganization. Plant parameters determine the various functionality of the organization specific to workdefinition and work execution.

a. Under Setup and Maintenance, navigate to the Manage Plant Parameters task:

• Offering - Manufacturing and Supply Chain Materials Management• Functional Area - Manufacturing Master Data• Task - Manage Plant Parameters

b. Verify that your Maintenance Organization is selected and has the following plant parameters set up:

• Manufacturing Calendar• Default Supply Subinventory• Default Completion Subinventory

4. Maintenance Organization Relationships - Set up relationships between your field service trunk stockorganizations (maintenance enabled) and the operating organization of the assets that will be servicedfrom those field service trunk stock parts. Assets are set up under an operating organization which is theorganization from where the asset is shipped from (for customer assets).

a. Under Setup and Maintenance, navigate to the Manage Maintenance Organization Relationships task:

• Offering - Manufacturing and Supply Chain Materials Management• Functional Area - Maintenance Management• Task - Manage Maintenance Organization Relationships

b. Search for your maintenance organization.c. Select the required operating organization from the right pane to associate the two.

5. Resources - Go to the Manage Maintenance Resources page. Select the field service technician organization.The organization from the first debrief line is used to create the maintenance work order. Typically, this is theinventory organization that has subinventories mapped to field service technicians. Create a new resource, forexample, field service technician with the attributes:

◦ Type must be the seeded value Labor. Service Logistics uses type 'Labor' when searching for resources.

◦ Resource must have a Usage UOM with UOM Code = HR

One resource will be used for all labor transactions.6. Work Areas - Go to Manage Maintenance Work Areas page. Select the inventory organization used to create

the maintenance work orders (the field service technician parts inventory organization). Create a defaultmaintenance work area.

7. Work Centers - Go to Manage Maintenance Work Centers page. Create a new work center for the work areadefined above and add the resource (Field Service Technician) to the work center.

8. Items - To set up items that will be serviced, see the details on setting up Asset Items and Debrief Items in theProduct Master Data Management section.



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9. Maintenance Assets - Check that the attribute Allow work orders is selected for all assets. This is required forcreating a maintenance work order against the asset. Here's some additional information about assets:

◦ Assets are created in the Manage Assets page of the Maintenance Management work area. (See "CreateAssets" in the Getting Started with Your Maintenance Implementation guide)

◦ Assets are also automatically created during sales order fulfillment. (More information on "Track Items asAssets" in the Implementing Order Management guide)

◦ You can also use Installed Base assets for your service requests and work orders. (See "Expose InstalledBase Assets" in the Implementing B2B Service guide)

To configure the attribute that allows for the creation of maintenance work orders:a. Under Supply Chain Execution, go to the Maintenance Management work area.b. You will be prompted to select an organization. Here you must select the operating organization of the

asset whose configuration you're about to check.

Note: Remember that the operating organization of the asset must be related to amaintenance organization.

c. You will now see the Maintenance Management landing page. In the tasks slide-out panel, under Assetand Work Definition, click Manage Assets.

d. Click Show Filters. Enter any detail as a search criterion and click Search. A list of assets matching thesearch criteria is displayed in the right-hand pane.

e. Click on the asset number link. This will take you to the asset 'Overview' page.f. Verify that the Allow work orders check box is selected for the asset.

Pricing AdministrationService Logistics uses Pricing when calculating service charges for parts orders as well as field service and depot repairdebrief transactions. The following attributes are required for Pricing:

1. Unit of Measure for Pricing - You must set up the seeded profile (Hour- Unit of Measure, UOM Code - HR) sothat Service Logistics can calculate labor time in the labor item's Primary UOM.

2. Customer Pricing Profiles - Assign pricing profiles to customer parties in the Manage Customer Pricing Profilespage.

3. Pricing Segment - Define pricing segments in the Manage Pricing Segments page. Include conditions thatmatch the customer profiles.

4. Pricing Strategy - Create a pricing strategy in the Manage Pricing Strategies page and assign price lists to thepricing strategy.

5. Price Lists (Labor, Expense, and Part Items Pricing) - Create Price Lists (Manage Price Lists page) to set theprice of the ordered or returned part.

◦ Item + UOM + Line Type = Charges and Prices

◦ Note that the price of all items used in Service Logistics must be set up under Line Type 'Buy'.

◦ Labor Pricing UOM = Item Primary UOM (Service Logistics always passes Primary UOM when pricingLabor)

◦ Set up pricing rules to allow or disallow manual adjustments.

◦ Include fixed charges



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6. Pricing Strategy Assignments - Assign Pricing Strategy to Customer Pricing Segments in the Manage PricingStrategy Assignments page. Note:

◦ Use Header (Assignment Level) + Sales (Pricing Context) + Service Order (Transaction Type) as yourPricing Strategy Assignment Rule

◦ Remember that Pricing Segment + Conditions = Pricing Strategy

For more information, refer to the Administering Pricing guide.

Subscription ManagementIf you want to provide discounts to customers, you must set it up in Subscription Management. These discounts areapplied when service charges are calculated to arrive at the final prices that will be invoiced to the customer. Here's how:

• The Calculate Service charges program in Service Logistics retrieves all applicable adjustments for the customerand asset from Subscription Management. When pricing parts sales and exchanges, the customer and assetfrom the associated SR are used to get the adjustments. When pricing field service and depot repair charges,the customer and asset from the debrief header are used to get the adjustment.

• The discount pricing terms returned for all active contracts are then passed to the Pricing web service.

• Pricing then returns all of the prices and charges after including the contract discounts. This discounted priceis then visible in the Edit Charges page in Service Logistics. If more than one adjustment applies to the servicecharge, they will be all be applied to the list price to get the final charge amount.

How to set it up?

1. Create Standard Coverage templates- You can create multiple standard coverage templates for the differentservice levels that you want to provide to a customer. This is set up in the Manage Standard Coverage page ofthe Entitlements Management section in the Subscription Configuration work area. For information, refer to thechapter Configure Subscriptions in the Implementing Oracle Subscription guide.

2. Add adjustments - Edit the standard coverage template that you have created. Go to Adjustments. Here youwill set up the entitlements available for the customer for the different service activities and billing types, suchas labor, expense, and parts. Select Discount as your Adjustment Type.

3. Create a subscription for your customer.4. Add a coverage product to the subscription.5. Assign the standard coverage that you have created to the coverage product.6. Add both parent and component assets to the Subscription coverage.

Note: Include coverage for all assets - You must list all the assets in the Subscription Coverage Level UI that you wantto provide discounts for and which will be available for selection on the Edit Charges UI (field service and depot repair)or on the SR (parts only).

Global Order PromisingService Logistics depends on Global Order Promising to identify the source warehouse, shipping method, and arrivaldate for parts. The following setup must be complete:

1. ATP Rules to configure various parameters including select supply and demand types. ATP Rules must beassigned to item, organization, or item organization.



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2. Sourcing Rules - Define Sourcing Rules to set up source, sourcing type, and other attributes. You must:

a. Create Local Sourcing Rule for Transfer Order (Work Order Parts Order)b. Create Global Sourcing Rule for Sales Order (SR Parts Order)c. Assigning Sourcing Rules to Assignment Sets

For more information, refer to the Using Order Promising guide.

Note that the Global Order Promising setup also depends on the following parameters being defined:

• Shipping method.

• Transit time from source to destination.

• Carriers.

For information, refer to the Implementing Common Features for Supply Chain Management guide.

Order ManagementService Logistics integrates with Order Management to manage and facilitate parts shipping, receiving, and billing.

What do we need to set up in Order Management for sales order fulfillment in Service Logistics?

• Order Line Types - Order Line Types are used to control the processing and accounting of sales order lines.They are typically used to drive the assignment of DOO orchestration processes to sales order lines. The orderline types mapped to the Service Logistics Service Activity Codes (SACs) in the Service Logistics Setup UIare populated on sales orders lines created by Service Logistics. You can use seeded order line types but it'srecommended to create new ones for Service Logistics flows.

a. Seeded order line types:

• Buy (ORA_BUY)• Return for credit and return the item (ORA_RETURN)• Return for credit (ORA_CREDIT_ONLY)• Cancel the item (ORA_CANCEL)

b. Order line types are stored in the following Order Management lookups:

• For shipment lines - ORA_DOO_LINE_TYPES• For return lines - ORA_DOO_RETURN_LINE_TYPES

• Orchestration Processes - Order Management uses DOO orchestration processes to execute sales orderslines for shipments, returns, and billing. You can reuse seeded OM orchestration processes, but in most cases,you will need to define custom orchestration processes. These setups are performed in the Edit OrchestrationProcess Definition UI. The following Orchestration Processes are seeded and can be copied to help you createcustom orchestration processes:

◦ DOO_OrderFulfillmentGenericProcess

◦ DOO_BillOnlyGenericProcess

◦ ReturnOrderGenericProcess

◦ ShipOrderGenericProcess



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To enable a custom orchestration process, you must release it and deploy it using the Action Menu on the EditOrchestration Process Definition UI.

• Process Assignment Rules - Process Assignment Rules are used to assign the correct orchestration processto the sales order line. They must be defined so that no sales order line satisfies more than one rule at a giventime. They are typically based on the Order Line Type but you can include other criteria.

• Pre-transformation Rules - Pre-transformation rules are executed when an order is created. They can be usedto add required and optional data to the sales order.

1. Parts Only Sales Order Setup: Sales orders are created for parts sales, returns, and exchanges in the ServiceRequest Parts tab or in the Create or Manage Part Requirements UI when using service activity codes tied tothe Customer Support or Parts Exchange business processes.

a. Order Line Types - Set up order line types (or use seeded order line types) and assign them to each ofyour Customer Support and Parts Exchange SACs. Some of the seeded order line types that you maywant to use include "Buy" and "Return for credit and return the item".

b. Orchestration Processes - Determine the DOO Orchestration Process for each of your business flows(Service Activities). You can use a seeded orchestration process but in most cases, you will need to createa new one.

For Parts Sales and Exchange Shipments, we recommend you copy the seeded processShipOrderGenericProcess and add the Asset Management step (Task = DOO_AssetManagement) afterthe shipment step so the Installed Base/Asset Tracking gets updated when the parts are shipped. Youshould also remove the Schedule step as Service Logistics sources the required parts before the order iscreated.

For Parts Returns, we recommend you copy the seeded ReturnOrderGenericProces and add the AssetManagement step (Task = DOO_AssetManagement) after the receiving step so the Installed Base/AssetTracking gets updated when the broken part is received into inventory.

c. Process Assignment Rule - Define Process Assignment Rules to trigger the proper orchestration processfor the sales order lines created from Service Logistics. You will typically set up a rule to assign anorchestration process for each of your order line types. You can add other conditions besides the orderline type if needed.

d. Pretransformation Rules - Set up a Pretransformation Defaulting Rule to default the payment terms for asales order. For information, see chapter Business Rules in the Implementing Order Management guide.

2. Bill Only Sales Order Setup: Bill only sales orders are required to create invoices for Field Service and DepotRepair.

a. Order Line Types - Create a new order line type (for example, "Bill Only") as there is no seeded order linetype to drive the processing of bill only sales order lines. Assign this new order line type to your FieldService and Depot Repair SACs.

b. Orchestration Processes - Decide if you want to create a custom DOO Process or use the seeded"DOO_BillOnlyGenericProcess" process which can meet most of your requirements.

c. Process Assignment Rule - Create a new Process Assignment Rule to assign your bill only process (step2.2) to your sales orders lines that contain your bill only order line type (step 2.1).

d. Pretransformation Rules - Set up the Pretransformation Defaulting Rule to default the payment terms forthe bill only sales order for debrief.



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3. Depot Repair Shipment Sales Order Setup - Sales Orders are created to ship repaired (or replacement) partsback to customers. The depot repair shipment process is different from parts only shipments in that the part tobe shipped doesn't exist in inventory when the shipment sales order line is created.

a. Order Line Types - Create a new order line type (for example, "DR Shipment") for depot repair shipmentorder lines. Assign this new order line type to the service activity codes you have set up for depot repairshipments (Depot Repair Logistics business process) in Service Logistics.

b. Orchestration Processes - Create a custom orchestration process by copying the seeded processShipOrderGenericProcess. Add the Asset Management step and remove the Schedule and CreateReservation steps. You need to add the Asset Management step to update the Installed Base when therepaired part is shipped back to the customer. You need to remove the Schedule and Create Reservationsteps so that Order Management doesn't try to source and reserve the repaired product when the order iscreated.

In addition to adding and removing orchestration steps from your custom process, you will need to addand remove Order Line and Order Fulfillment Line statuses. You define statuses for your orchestrationprocess on the Status Conditions Tab where there are two sub-tabs that both need to be updated(Orchestration Line Statuses and Fulfillment Line Statuses).

Orchestration Line Statuses tab: Add the statuses 'Asset Interface Completed' and "Not Applicable' tosupport the Asset Management step. To do this, you will need to create a new Process Class with thesenew statuses and assign it to your custom orchestration process. This will clear out all of the statusescopied from the seeded process. You will then have to manually re-enter them except for the statusesthat are no longer needed as their steps are removed from the custom process (Scheduled, Reserved,Manual Scheduling Required, and Manual Reservation). Remember to add the new statuses.

Fulfillment Line Statuses tab: You will also need to add and remove statuses on the Fulfillment LineStatuses tab. This is easier as this UI provides copy functionality so you don't have to re-enter all of thestatuses from the seeded process.

c. Process Assignment Rule - Define assignment rules to trigger the proper orchestration process for thesales order lines created from Service Logistics. You will typically set up a rule to assign an orchestrationprocess for each of your order line types. You can add other conditions besides the order line type ifneeded.

For information on defining and assigning orchestration processes, refer to the Implementing Order Managementguide.

Note: For order fulfillment the bill-to-address and bill-to-account for customers must also be set up properly in TCA.

ShippingIn Service Logistics, 'Zone' based return routing rules are set up to automatically determine the destination warehousefor defective parts returned by the customer. The zones here refer to the shipping zones. Before using the ManageReturn Routing Rules UI to create your rules, you must ensure the shipping zones have been set up in the ManageShipping Zones UI in the Shipping functional area under the Manufacturing and Supply Chain Materials Managementoffering.



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Chapter 12Set Up Depot Repair

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12 Set Up Depot Repair

What do I need to set up for Depot Repair?To use the depot repair functionality in Service Logistics Cloud, you must ensure that your systems administrator hasset up the following:

1. Set up an Inventory Organization for each repair depot. Depot repair organizations must be separate from theinventory organizations used to maintain assets in Oracle Maintenance Cloud.

2. Set up Depot Repair Service Activity Codes (SAC) and Order Line Types using the following seeded businessprocesses:

◦ Depot Repair - Set up service activities for the labor and parts used during repair execution inMaintenance Cloud.

◦ Depot Repair Logistics- Set up service activities to manage the depot repair return and shipment, that'swhen the customer asset is returned to the warehouse for repair and the repaired item is shipped back tothe customer. Depot Repair Logistics SACs should be set up with a Zero Charge attribute as these linesare for the return and shipment of a customer-owned product or part.

Note: Refer to the Order Management section in Chapter 10 to set up a depot repair shipment salesorder.

3. Set up Service Logistics profile options to define values for:

◦ the default service activity for parts issued to the depot repair order

◦ default service activity for parts recovered

These values are used when creating Service Logistics debrief and charges transactions after the technicianshave created the debrief for the repair order in Maintenance Cloud.

4. Ensure that Return Routing Rules are created. If no Return Routing Rules are defined, a default returnorganization can be selected when a service request is created for the broken part.

5. Set up the Service Logistics Labor SAC lookup codes to match the maintenance work order (MWO) LaborActivity lookup codes. This code is required when creating Service Logistics labor debrief records from MWOlabor transactions.

6. Set up an item with the Item Name = "Labor" to create labor debrief and charges for Depot Repair.7. Optionally, set up Work Definitions.


Chapter 12Set Up Depot Repair

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Chapter 13Set Up the Preventive Maintenance Workflow

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13 Set Up the Preventive MaintenanceWorkflow

Set Up Customer Asset Preventive MaintenanceWorkflowOrganizations that maintain assets deployed at their customer locations need to perform preventive maintenanceactivities on those assets using field service functionality. Service Logistics facilitates the integration betweenMaintenance, B2B Service, and Field Service cloud applications such that field service administrators can overseepreventive maintenance work on customer-owned assets using the Service Logistics application.

• Preventive maintenance work orders for the installed base assets are created in the Oracle Maintenance Cloudapplication.

• A scheduled process is run in Service Logistics to generate B2B Service SR (service request) and Service WorkOrders with the maintenance work order details. These service requests and service work orders are thenaccessible in the B2B Service UIs, Service Logistics UIs as well as the Field Service application.

• Field service technicians execute these work orders and create debrief using the Field Service application.

• Field service administrators edit and create part requirements, review debrief, finalize and post charges for thework orders in Service Logistics.

• The maintenance work order is then updated to reflect the task completion.

The following steps must be completed in Maintenance Cloud to set up the preventive maintenance workflow.

1. Set Up Customer Assets - Create an Installed Base asset with customer association and set the customeraddress as the asset location. This address represents the location being serviced. Note that the installed baseasset should be enabled for attributes required for preventive maintenance flow:

◦ Allow maintenance programs

◦ Allow work orders

Note: The Operating Organization of the asset needs to be a Maintenance Organization. This isrequired for the preventive maintenance flow for defining the setups and generating work ordersusing Maintenance Cloud.

2. Define Maintenance Programs - A maintenance program consists of multiple work requirements. Based onthe maintenance programs, a maintenance forecast is generated which is then used to automatically createmaintenance work orders. Maintenance programs must have the following details:

◦ Asset or item covered by the program

◦ Preventive maintenance forecast details and scheduling pattern

◦ Work definition consisting of the materials required

3. Generate Maintenance Forecast - Run the Generate Maintenance Forecast scheduled process either from theGenerate Maintenance Forecast page or through the Actions drop-down button on the Maintenance Programpage. Note that the scheduled process can be run on demand or scheduled to run at a specific time interval.


Chapter 13Set Up the Preventive Maintenance Workflow

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4. Create Preventive Maintenance Work Orders - Run the Create Work Orders scheduled process to create themaintenance work orders based on the forecast. This can be done either on the Generate Maintenance WorkOrders page or through the Actions drop-down button on the Maintenance Program page. The work orderis initially created with the status as Unreleased. The status must be updated to Released so that it can beintegrated with B2B Service.

For information, see chapter Maintenance Programs in the Using Maintenance guide.

Processing Maintenance Orders in Service Logistics

After the maintenance orders are created and released, the Service Logistics user will run the scheduled process'Create Service Work Orders for Preventive Maintenance' to generate service requests and service work orders with themaintenance order details. These service requests and service work orders are then available for execution through B2BService and Field Service Cloud.

1. From the springboard, go to Tools > Scheduled Processes.2. Select the scheduled process: Create Service Work Orders for Preventive Maintenance.3. Select the source organization that includes maintenance setups and work orders.4. Enter the following parameters:

◦ Maintenance Organization - Organization in which the customer-owned assets are defined andpreventive maintenance work orders are created.

◦ Service Request Category - Category code, in B2B Service, of the service request to be generated

◦ Create Work Order - List of values displays all the valid/enabled work order integrations set up in ManageWO Integration setup as input in the scheduled process for creating service work order. Seeded valuesare Generic and Oracle Field Service Cloud.

◦ Work Order Type - Service work order type. List of values based on the work order integration setup.

◦ Work Order Status - Status of the service work order to be generated. List of values based on the workorder integration setup.

5. Run the process. Note the following:

◦ The scheduled process will select only those orders that are present in the forecast table and are in thestatus 'Released'.

◦ The preventive maintenance work order should not have any existing service request association.

◦ Only one work order is created for every preventive maintenance work order regardless of how manyoperations are on the source preventive maintenance work order.

◦ Resource details from the work definition aren't included in the service work orders. So you will need toassign and schedule technicians within the B2B Service and the Field Service applications.


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Glossaryglobal header

The uppermost region in the user interface that remains the same no matter which page you're on.


Glossary

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