11i Depot Repair Fundamentals Student Guide
Course Code
Edition 1.0
Month Year
Part Number
Copyright © KBACE TECHNOLOGIES INC., 2006. All rights reserved.
This documentation contains proprietary information of KBACE TECHNOLOGIES INC. It is provided under a license agreement containing restrictions on use and disclosure and is also protected by copyright law. Reverse engineering of the software is prohibited. If this documentation is delivered to a U.S. Government Agency of the Department of Defense, then it is delivered with Restricted Rights and the following legend is applicable:
Restricted Rights Legend
Use, duplication or disclosure by the Government is subject to restrictions for commercial computer software and shall be deemed to be Restricted Rights software under Federal law, as set forth in subparagraph (c)(1)(ii) of DFARS 252.227-7013, Rights in Technical Data and Computer Software (October 1988).
This material or any portion of it may not be copied in any form or by any means without the express prior written permission of the Education Products group of Oracle Corporation. Any other copying is a violation of copyright law and may result in civil and/or criminal penalties.
If this documentation is delivered to a U.S. Government Agency not within the Department of Defense, then it is delivered with “Restricted Rights,” as defined in FAR 52.227-14, Rights in Data-General, including Alternate III (June 1987).
The information in this document is subject to change without notice. If you find any problems in the documentation, please report them in writing to Worldwide Education Services, Oracle Corporation, 500 Oracle Parkway, Box SB-6, Redwood Shores, CA 94065. Oracle Corporation does not warrant that this document is error-free.
Oracle and all references to Oracle Products are trademarks or registered trademarks of Oracle Corporation.
All other products or company names are used for identification purposes only, and may be trademarks of their respective owners.
Author
Author 1
Technical Contributors and Reviewers
Reviewer 1, Reviewer 2, Reviewer 3
This book was published using: oracletutor
Copyright © Oracle Corporation, 2002. All rights reserved.
11i Depot Repair Fundamentals Table of Contents i
Table of Contents
Overview of Service Request to Depot Repair Process ................................................................................1-1 Overview of Service Request to Depot Repair Process.................................................................................1-2 Objectives ......................................................................................................................................................1-3 Agenda...........................................................................................................................................................1-4 The Oracle Depot Repair Solution ................................................................................................................1-5 RMA..............................................................................................................................................................1-6 Service Request to Resolution Flow..............................................................................................................1-7 Service Channels ...........................................................................................................................................1-8 Depot Repair Basics ......................................................................................................................................1-9 WIP and Task Modes ....................................................................................................................................1-11 Basic Return and Repair Flow.......................................................................................................................1-12 Sending Goods in Advance ...........................................................................................................................1-14 Basic Exchange Flows...................................................................................................................................1-15 Basic Replacement Flow ...............................................................................................................................1-16 Full Repair and Return WIP Mode Example.................................................................................................1-17 Full Return and Repair Task Mode Example ................................................................................................1-19
Guided Demonstration - Creating and Processing a Repair Order ............................................................1-21 Practice - Creating and Processing a Repair Order....................................................................................1-29 Solution - Creating and Processing a Repair Order ...................................................................................1-35
Summary........................................................................................................................................................1-52 Overview of Oracle Depot Repair in the Oracle E-Business Suite ..............................................................2-1
Overview of Oracle Depot Repair in the Oracle E-Business Suite................................................................2-2 Objectives ......................................................................................................................................................2-3 Agenda...........................................................................................................................................................2-4 Oracle Depot Repair Integration Footprint ....................................................................................................2-5 Required Applications Setup .........................................................................................................................2-6 Depot Repair Workbench Areas ....................................................................................................................2-7 Full Repair and Return WIP Mode Example.................................................................................................2-8 Service Request Dependencies ......................................................................................................................2-10 Top-Level Repair Order Dependencies .........................................................................................................2-12 Repair Order Contract Details .......................................................................................................................2-14 Repair Order RMA Line Dependencies.........................................................................................................2-15 Repair Estimate Dependencies ......................................................................................................................2-17 WIP Mode Repair Job Dependencies ............................................................................................................2-19 Repair Order Ship Line Dependencies ..........................................................................................................2-20 Estimate Charge Line Dependencies .............................................................................................................2-21 Full Return and Repair Task Mode Example ................................................................................................2-22 Task Mode Dependencies..............................................................................................................................2-23 Summary........................................................................................................................................................2-24
Prerequisite E-Business Suite Setups and Integations..................................................................................3-1 Prerequisite E-Business Suite Setups and Integrations.................................................................................3-2 Objectives ......................................................................................................................................................3-3 Agenda...........................................................................................................................................................3-4 Pre-Implementation Steps Overview.............................................................................................................3-5 Pre-Implementation Steps..............................................................................................................................3-6 Pre-Implementation Steps (continued) ..........................................................................................................3-7 Standard E-Business Suite Setups .................................................................................................................3-9 Depot Repair Implementer ............................................................................................................................3-10 Setup of Related Applications .......................................................................................................................3-11 E-Business Suite Application Module Setups ...............................................................................................3-12 E-Business Suite Application Module Setups (continued) ............................................................................3-13
Copyright © Oracle Corporation, 2002. All rights reserved.
11i Depot Repair Fundamentals Table of Contents ii
Applications and Modules Required Only for Specific Repair Modes..........................................................3-14 Setting Up Inventory .....................................................................................................................................3-15 Inventory: Profile Option...............................................................................................................................3-16 Setting Up Bills of Material and Work In Process ........................................................................................3-17 Setups for Receiving and Shipping................................................................................................................3-18 Setting Up Oracle TeleService: Service Requests .........................................................................................3-19 Setting Up Oracle TeleService: Customer Care ............................................................................................3-20 Setting Up Oracle TeleService: Charges .......................................................................................................3-21 Creating Service Business Processes.............................................................................................................3-22 Creating Service Activities ............................................................................................................................3-23 Creating New Billing Types ..........................................................................................................................3-24 Creating Install Base Transaction Subtypes ..................................................................................................3-25 Source and Non Source Information .............................................................................................................3-26 Default Time and Material Labor Schedule...................................................................................................3-27 Creating the Default Labor Schedule.............................................................................................................3-28 Setting Up the Defaulting Rules for Billing Operating Units ........................................................................3-29 Setting Up Oracle Knowledge Management .................................................................................................3-30 Miscellaneous Setups ....................................................................................................................................3-31 Setting Up Oracle Common Application Components..................................................................................3-32 Summary........................................................................................................................................................3-33
Oracle Depot Repair Specific Setup Steps.....................................................................................................4-1 Oracle Depot Repair Specific Setup Steps ....................................................................................................4-2 Objectives ......................................................................................................................................................4-3 Agenda...........................................................................................................................................................4-4 Categories for the Repair Types ....................................................................................................................4-5 Repair Types Setup........................................................................................................................................4-6 Repair Types Form ........................................................................................................................................4-7 Pre-Repair and Post-Repair Service Activities ..............................................................................................4-9 Setting Up Repair Types................................................................................................................................4-10 Reason Codes ................................................................................................................................................4-12 Setting Up Reason Codes ..............................................................................................................................4-13 Defining Lookup Codes.................................................................................................................................4-14 Defining Lookup Codes (continued) .............................................................................................................4-15 Setting Up Profile Options ............................................................................................................................4-17 Setting Up Profile Options (continued) .........................................................................................................4-18 Non-Depot Repair Profile Options ................................................................................................................4-23 Non-Depot Repair Profile Options (continued).............................................................................................4-24
Guided Demonstration - Creating a Repair Type ......................................................................................4-26 Practice - Creating a Repair Type..............................................................................................................4-30 Solution - Creating a Repair Type .............................................................................................................4-34 Practice - Creating a Special Repair Type .................................................................................................4-42 Solution - Creating a Special Repair Type ................................................................................................4-45
Summary........................................................................................................................................................4-49
Copyright © Oracle Corporation, 2002. All rights reserved.
11i Depot Repair Fundamentals Table of Contents iii
Preface
Profile
Before You Begin This Course
Before you begin this course, you should have the following qualifications:
• Thorough knowledge of <insert information specific to this course>
• Working experience with <insert information specific to this course>
Prerequisites
• <insert prerequisites from the course description, including any suggested preparation courses>
• <if there are no prerequisites, insert the following sentence:> There are no prerequisites for this course.
How This Course Is Organized
<Course Title> is an instructor-led course featuring lecture and hands-on exercises. Online demonstrations and written practice sessions reinforce the concepts and skills introduced.
Copyright © Oracle Corporation, 2002. All rights reserved.
11i Depot Repair Fundamentals Table of Contents iv
Conventions in Oracle Application Navigation Paths
This course uses simplified navigation paths, such as the following example, to direct you through Oracle Applications.
Oracle Application
(N) Invoice > Entry > Invoice Batches Summary (M) Query > Find (B) Approve
Oracle Form
• The first line in the Box is always the name of the application.
• The second line is the path to the form. This simplified path translates to the following:
1. (N) From the Navigator window, select Invoice then Entry then Invoice Batches Summary.
2. (M) From the menu, select Query then Find.
3. (B) Click the Approve button.
Notations:
(N) = Navigator
(M) = Menu
(T) = Tab
(B) = Button
(I) = Icon
(H) = Hyperlink
(ST) = Sub Tab
• The last line is always the name of the window that appears on the top left corner of the Oracle form.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 1
Overview of Service Request to Depot Repair Process Chapter 1
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 2
Overview of Service Request to Depot Repair Process
Overview of Service Request to Depot Repair Process
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 3
Objectives
Objectives
After completing this lesson, you should be able to do the following:• Explain how Depot Repair flows fit within the overall
Service Request to Resolution process• Create and process a WIP Mode repair order
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 4
Agenda
Agenda
• Oracle Depot Repair solution• Service Request to Resolution flow• Depot Repair basics• Main repair types and basic flows• Full Repair and Return WIP Mode example• Full Repair and Return Task Mode example
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 5
The Oracle Depot Repair Solution
The Oracle Depot Repair Solution
Receiveand
Inspect
Estimate and
Approve
Planand
Schedule
Repair and
Debrief
Ship andBill
Assign
Manage Resources
Oracle Depot Repair(and associated Oracle application modules)
Self-Service Agent-Assisted Field Service Depot Walk-In
Service Channels
The Oracle Depot Repair Solution Oracle’s Depot Repair solution lets service organizations with the ability to manage repair and returns to minimize the negative impact on their customer’s production. It tracks repair activities from the moment the depot receives an item to when it ships a corresponding item to the customer, either repaired, exchanged, replaced, or loaned, and invoices the customer. It enables repair centers to create and track repair orders, generate return material authorizations (RMAs), assign repair work orders to the appropriate technicians, capture and process the repair activity, ship the repaired/refurbished/new/loaned products, and invoice customers in accordance with contractual provisions for work delivered. Oracle Depot Repair integrates with Oracle Inventory, Oracle Order Management, Oracle Work In Process (WIP), and other Oracle applications to deliver complete views of the customer, products, and service histories to anyone involved in the repair process. As the preceding slide shows, there are several service channels through which you can initiate the use of Oracle Depot Repair, all of which can use the full set of features of Oracle Depot Repair. This course concentrates on the agent-assisted channel, which begins with a call to a service agent, and follows the processing path introduced in the course 11i Service Request Fundamentals.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 6
RMA
RMA
Industry-standard term for
• Permission for a customer to return goods
In Depot Repair, each return requires an RMA
You can create an RMA using the following modules:• Oracle Order Management• Oracle TeleService• Oracle Depot Repair
Return Material Authorization
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 7
Service Request to Resolution Flow
Service Request to Resolution Flow
Identify Potential SolutionTelephone
Depot RepairDispatch
ReceiveServiceContact
ValidateCustomerRecords
ReviewInstallBase
VerifyEntitlement
EnterServiceRequest
MaintainKnowledge
Base
CreateChargeOrder
Resolve Service Request
WorkService Request
Service Request to Resolution Overview The slide illustrates a high-level view of the overall Service Request to Resolution flow. Remember that your company may handle some of these tasks in a different order depending on your company’s job roles and business processes. In the slide, the Depot Repair channel is highlighted. This course covers the Service Request to Depot Repair path, which leverages functionality from Oracle Depot Repair and is a subset of the Service Request to Resolution flow. The Identify Potential Solution box shows that the service request can be handled by telephone, dispatch, or depot repair. Note: Although it does not appear on the slide, customers can also follow the self-service path, and identify potential solutions using the Web. In the self-service model, which uses Oracle iSupport, customers search a company knowledge base for potential solutions without the assistance of a service agent.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 8
Service Channels
Service Channels
Identify Potential Solution
Telephone
Depot Repair
Dispatch
Service Request to Resolution
Depot Repair Flows
Service Request to Dispatch
Service Channels The slide lists the common processing flow types associated with a service request. This course covers only the flows relevant to Oracle Depot Repair. Important: A service request must be created, through one of the channels introduced on an earlier slide, either by a service agent or by a customer using Oracle iSupport, before any depot repair processing begins.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 9
Depot Repair Basics
Depot Repair Basics
Faulty Goods
Depot
New or Repaired Goods
or a Loaner or a Replacement
Customer
Depot Repair Basics The basic principle underlying all Oracle Depot Repair flows is the concept of replacing faulty goods at a customer site with a useful alternative. The replacement may be a new product, a product loaned to the customer while the faulty goods are being repaired, or the original goods themselves sent back to the customer after they have been repaired at the depot.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 10
Repair and Return
Repair Flows and Repair Types
Replacement
Exchanges
Loaner, Repair and Return
Short Customer
Repair Cycle
Long Customer
Repair Cycle
CustomerProduct
Not Repaired
CustomerProductRepaired
Each Depot Repair flow is based on an Oracle Depot Repair repair type
Internal Repair
Major Depot Repair Flows The repair type is a central concept in Oracle Depot Repair. Repair types categorize the different ways of processing in Oracle Depot Repair which cater for and satisfy the conditions of different sets of real-world requirements, as shown on the slide. The following pages show details of each of the major Oracle Depot Repair processing flows.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 11
WIP and Task Modes
WIP and Task Modes
WIP Mode• Series of Sequential steps• Material and cost management
– Uses Oracle Costing• Example:
– Repairing test equipment which involves multiple resources, and with many items to repair
Task Mode• Minimal steps• Sequence not enforced• Example:
– Swapping a battery
WIP and Task Modes When faulty goods are either sent or delivered to a depot for repair, the actions that occur at the depot may vary considerably due to many factors. For example, there may be a contractual obligation to ship out a replacement part immediately or to send a replacement free of charge. If a product has extensive faults, which require the repair of a number of component parts, possibly at different locations, the actual repair process may have to be split into smaller units, which then have to be managed and coordinated before the product is repaired completely. To manage the different kinds of repair jobs, Oracle Depot Repair has two modes for handling the repair process, WIP (Work in Process) Mode and Task Mode. WIP Mode is recommended for use when the repair jobs require a series of sequential steps and materials management. Task Mode is recommended for use when the repairs require minimal steps, and the sequence of steps is not enforced. WIP Mode leverages the costing of items through Oracle Costing, while Task Mode does not integrate with Oracle Costing. WIP Mode or Task Mode is associated with a repair type during implementation. Note: Though a service organization can have different repair types associated with different repair modes, it is recommended that a service organization select only one repair mode for all repair types to enhance usability.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 12
Basic Return and Repair Flow
Basic Return and Repair Flow* You can perform this task any time
after the repair order is created
Receive Defective Item into Inventory
Ship Repaired Product
Close Repair Order
Create Repair Order
Create and Approve Repair Estimate *
Create, Process, and Complete
Repair Job
WIP Mode
Create, Process, and Complete
Tasks
Task Mode
Basic Repair and Return Flow The basic Repair and Return flow is one of the Depot Repair business flows that acts as a sub-process of the Service Request to Resolution flow. The slide shows a high-level view of the steps in the Repair and Return flow. Notes: 1. Remember that before the first step of each of the Depot Repair flows, either you or the customer must have created a service request. 2. When you create a repair order, you choose a repair type (in this case, Repair and Return). 3. The Oracle Dept Repair repair type always has a repair mode associated with it, either WIP or Task, and this specifies what type of processing is required during the repair phase. 4. Usually you create and approve estimates in advance of actually repairing any defective items, but you may perform these operations any time after the repair order has been created.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 13
Loaner, Repair and Return
1. ShipLoaner
4. ReceiveLoaner
2. Receive DefectiveProduct
3. Ship RepairedProduct
Depot
Customer
Loaner, Repair and Return The processing flow that involves the most real-world and data processing steps is Loaner, Repair and Return. In this situation, the depot sends a loaner product to the customer before the defective product is received at the depot. After the defective product has been repaired and sent back to the customer, the customer then returns the loaner product to the depot.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 14
Sending Goods in Advance
Sending Goods in Advance
If the contract with the customer allows it, you can …
… in advance of …
… receiving the defective part
… send out an exchange part …
Depot
Customer
Sending Goods in Advance In most of the Depot Repair flows, the defective goods that need to be repaired must arrive at the depot before any product can be sent out to the customer. In the flows that involve loaning a product to the customer, you send out the loaner product as the first step. This slide introduces the concept of exchange and advance exchange. If allowed by the contract, this allows the depot to send out an “exchange” part in advance of receiving the defective goods.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 15
Basic Exchange Flows
Basic Exchange Flows
Receive Defective Iteminto Inventory
Ship Repaired Product
Close Repair Order
Create Repair Order
Ship Product
Exchange Advance Exchange
Create Repair Order
Close Repair Order
Receive Defective Iteminto Inventory
Basic Exchange Flows In the standard Exchange flow, defective items must be received into inventory before any goods are shipped back to the customer. In the Advance Exchange flow, a product may be shipped out to the customer before the customer sends the defective item to the depot for repair.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 16
Basic Replacement Flow
Basic Replacement Flow
Ship Product
Close Repair Order
Create Repair Order
Basic Replacement Flow In the Replacement flow, no goods are received at the depot. Instead the depot sends the customer a product to act as a replacement for the goods that they already have. In this case, there is no requirement for the customer to return any goods to the depot.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 17
Full Repair and Return WIP Mode Example
Full Repair and Return WIP Mode Example
1. Create Repair Job2. Process Repair Job3. Complete Repair Job
Search knowledge base for previous similar cases
Ship Repaired Product
Close Repair Order and Service Request
Create Service Request
Create Repair Order
Verify Contract Entitlements
Receive Defective Item into Inventory
View product status in the installed base
View product status in the installed base
Update counters
1. Create Repair Estimate2. Approve Repair Estimate
Submit Charges
Full Repair and Return WIP Mode Example [Notes on the slide contents: 1: The lighter box, highlighted in bold, represents the WIP Mode part of the complete process. 2. The dotted boxes represent optional steps.] A real-world Repair and Return WIP Mode example, as shown on the slide, could be as follows: 1. Andre Beaulie from Business World contacts the Vision Help desk regarding a faulty hard
disk. 2. Service agent John Daugherty answers the call and creates a Service Request. 3. John searches the knowledge base for any possible solutions and from the solution list
identifies this as a Depot issue. 4. John creates a Repair Order and assigns it to Depot technician Paul Williams. 5. John requests Andre to return the product and provides him with a RMA number. 6. John verifies the entitlements in the contracts that are applicable to the Repair Order. 7. Paul receives the product into inventory, inspects the damage, and provides an estimate. 8. Andre approves the estimate, and Paul creates a WIP Mode job for the repair and completes
the repair process.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 18
9. After the product is repaired the depot ships the item back to the customer. 10. The depot submits the charges, if any, for invoicing the repair job. 11. The service agent closes the repair order and the service request.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 19
Full Return and Repair Task Mode Example
Full Return and Repair Task Mode Example
1. Create Tasks 2. Process Tasks 3. Complete Tasks
Search knowledge base for previous similar cases
Ship Repaired Product
Submit Charges
Create Service Request
Create Repair Order
Verify Contract Entitlements
Receive Defective Iteminto Inventory
View product status in the installed base
View product status in the installed base
Update counters
Close Repair Order and Service Request
1. Create Repair Estimate2. Approve Repair Estimate
Full Repair and Return Task Mode Example [Notes on the slide contents: 1: The lighter box, highlighted in bold, represents the Task Mode part of the complete process. 2. The dotted boxes represent optional steps.] This generalized example shows the steps involved in processing a repair and return scenario for
a customer using Task Mode: 1. A customer calls the depot with a product issue. 2. The service agent creates a Service Request. 3. The service agent reviews the contract and notices that customer is eligible for repair. 4. The service agent searches the knowledge base and finds an applicable solution. 5. The service agent creates a repair order with a repair type which uses Task Mode. 6. The service agent authorizes the product return and provides a RMA number. 7. The depot receives the product. 8. The depot uses a pre-defined task template to manage the repair effort. 9. The depot completes the repair and ships the product back to the customer.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 20
10. The depot submits the charges, if any, for invoicing the repair. 11. The service agent closes the repair order and the service request.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 21
Guided Demonstration - Creating and Processing a Repair Order
This demonstration shows how to perform the following tasks:
• Create a service request
• Create a repair order
• Verify contract entititlements and set up a default contract for the repair order
• Receive an item into inventory
• Create and approve a repair estimate
• Create a WIP (Work In Process) repair job
• Issue a component for the WIP job
• Complete the WIP job
• Ship the repaired product
• Submit charges for the repaired product
• Close the repair order and service request
Creating a Service Request
Notes: Unless otherwise stated, all the steps are to be performed in your first connection session.
1. Navigate to the Repair Orders Search form.
• (N) Depot Repair > Repair Orders
2. Click (B) New.
In the Repair Orders window, in the Service Request Information area, enter the following data: Installed Products Only On
Account 1608
Contact ID 2817
Serial Num EM600000 (If this serial number is not available, select one of the other serial numbers starting with EM60000.)
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 22
Summary Hard Disk Failure
Note that entering some values causes several other fields to be populated.
3. Click (I) Save.
The Request Num field gets populated with the Service Request Number.
Creating a Repair Order
4. In the Repair Order Information area, in the Repair Type field, select Repair and Return (the default value).
Note that product details are copied into the Repair Order Information area from the service request that you just created.
5. In the Details tab, select the following values: Promise Date Day following the current date
Owner Hopkins, Jack
6. Click (I) Save.
The repair order is created and the Repair Num field is populated with the repair order number.
Note that the Repair Mode, in the Details tab, is WIP.
Creating the repair order also activates the Receive/Ship tab.
7. Click (T) Receive/Ship.
Two charge lines have been created: − A RMA line for receiving the damaged product into inventory − A SHIP line for shipping out the repaired product to the customer
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 23
Verifying Entitlements and Applying Contracts
8. Click (T) Product Coverage.
9. Select the marker box (the first field) on the line with contract number 21278.
10. Click (B) View Coverage.
The Service Contracts Coverage window is launched.
11. Verify the entitlements and exit out of the page by clicking the top right-hand X.
12. Back in the Product Coverage tab, click (B) Apply.
The selected contract is attached to the repair order.
13. Verify this by clicking the Details tab.
In the Contract field you can see contract 21278 attached to the repair order.
Receiving the Item into Inventory
14. Click (T) Receive/Ship.
15. In the RMA line, note the Order Number.
16. Select the Process Txn checkbox in the RMA line.
17. Click (B) Receive.
The Find Expected Receipts window appears.
18. Click (T) Customer.
19. Enter the Order Number from the Receive/Ship tab into the RMA Num field.
20. Click (B) Find.
The Receipt Header and Receipts windows appear.
21. Minimize the Receipt Header window.
22. In the Receipts window, select the checkbox next to the receipt line for item AS99689.
23. In the Destination Type field, change the value from Receiving to Inventory.
24. Scroll to the right, and in the Subinventory field, select Depot.
25. Click (B) Lot - Serial.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 24
The Serial Entry window appears.
26. Select the Individual radio button.
27. Enter EM600000 (or the serial number that you intend to receive) in the Start Serial Number field.
28. Click (B) Done.
29. Click (I) Save.
This submits a Receiving Transaction Processor concurrent process.
You should make sure that it completes successfully before running the Update Receiving process.
30. In the window for your second connection session, navigate to the Find Requests window.
• (N) Service Request > Others > View Requests
31. Click (B) Find.
In the Requests window, you should see that the Receiving Transaction Processor process has completed (if not, click Refresh Data periodically until the process has completed).
You will be using the Requests window later in the practice.
32. For the time being, minimize the Requests window.
33. Back in the Receipts window for your first session, close the Receipts window, by clicking the top-right-hand X.
34. From the top menu, select (M) Tools > Update Receiving.
When this completes, the Activity tab appears with RMA Received details.
Creating and Approving a Repair Estimate
35. Click (T) Repair Estimate.
36. Enter values for the following fields: Lead Time 2
UOM Day
37. Click (B) Save Estimate.
This saves the estimate header.
38. Enter the following values for the estimate details:
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 25
Billing Category Material
Product Material
Pricelist Corporate
Qty 1
39. Click (B) Save Estimate.
The estimate is saved and the Material, Charge, Profit Margin and Profit Margin% are calculated based on the contract selected during the creation of the repair order (these fields can be seen if you click the Line Details button).
At this point, the repair technician contacts the customer and verbally obtains the approval to start the repair job.
40. Change the Status of the estimate from New to Accepted.
41. Click (B) Freeze Estimate.
42. Click (B) OK.
The estimate is frozen and the product is ready to be repaired.
Creating A WIP (Work In Process) Repair Job
43. Click (T) Repair Jobs.
44. Click (B) Repair Job.
The Organizations window appears.
45. Select M1 - Seattle Manufacturing.
46. Click (B) OK.
The Submit Repair Jobs (207 Seattle Manufacturing) window appears.
47. Enter values for the following fields: Accounting Class Rework
Start Current date (this also sets the Complete date, which you can change if required)
48. Click (B) Submit Job.
This submits the WIP Mass Load concurrent process. Make sure that this completes successfully.
49. Restore your minimized Requests window, and click (B) Refresh Data.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 26
50. Minimize the Requests window.
51. In the Submit Repair Jobs (207 Seattle Manufacturing) window, click (B) Close.
52. From the top menu, select (M) Tools > Update Repair Job.
When this completes, the Activity tab appears with repair job creation details.
Issuing a Component for a WIP Job
53. Click (T) Repair Jobs > (B) Material Txn.
This launches the Material Transactions (M1) window with the Transaction Type defaulted to WIP component issue.
54. Select the Specific Component radio button.
55. Click (B) Continue.
The WIP component issue (M1) window appears for the associated repair job.
56. Enter the following data:
Item AS99689 (click OK for the pop up note)
Subinventory Depot
Quantity 1
57. Click (B) Done.
This closes the WIP component issue window.
58. Close the Material Transactions (M1) window by clicking the top right-hand X.
Completing the WIP Job
59. Click (T) Repair Jobs > (B) Complete Jobs.
The Completion Transactions (M1) window appears.
60. Note the Job Number in the Repair Jobs tab, and select this number in the Job field of the Completion Transactions (M1) window.
61. Click (B) Continue.
The WIP Assy Completion (M1) window appears.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 27
62. Enter the following data: Subinventory FGI (This is the place from where you ship your orders)
Quantity 1
63. Click (B) Done.
This closes the WIP Assy Completion (M1) window.
64. Close the Completion Transactions window by clicking the top right-hand X.
65. From the top menu, select (M) Tools > Update Repair Job.
66. When this completes, the Activity tab appears with the repair job completion details.
Shipping the Repaired Product
67. Click (T) Receive/Ship.
68. Select the Process Txn checkbox next to the Ship Line.
69. Enter a valid serial number in the Serial Num field, for example, EM600000 or the serial number you selected previously.
70. Select the "Automate Order processing steps through:" checkbox.
71. Select the Ship Confirm radio button.
72. Click (B) Process.
A Note window appears requesting to verify that all the OM processes have completed successfully.
73. Click (B) OK.
74. Click (B) OK twice on the Caution window that appears.
Notice that the status of the ship line has changed to Shipped, and that an order number has appeared in the ship line.
This submits the Interface Trip Stop concurrent process. Make sure that this completes successfully.
75. Restore your minimized Requests window, and click (B) Refresh Data.
76. Minimize the Requests window.
77. From the top menu of the Repair Orders window, select (M) Tools > Update Shipping.
When this completes, the Activity tab appears with Shipment details.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 28
Submitting Charges for the Repaired Product
For a WIP Mode job, the process of submitting charges is performed from the Estimate Charge Line Details window.
78. Click (T) Repair Estimate.
79. Click (B) Line Details.
80. In the Estimate Charge Line Details window, click (B) Submit Charges.
A message informs you that all repair estimate lines have been submitted to order management.
81. Click (B) OK.
Closing the Repair Order and Service Request
82. Click (T) Details > (B) Update RO Status.
The Update Status window appears.
83. Select the Close radio button.
84. Select an appropriate Reason from the list of values.
85. Click (B) OK.
This closes the repair order and the associated service request. Note the Closed statuses in the Service Request Information and Repair Order Information areas.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 29
Practice - Creating and Processing a Repair Order
Overview
In this practice you will perform the following operations:
• Create a service request
• Create a repair order
• Verify contract entititlements and set up a default contract for the repair order
• Receive an item into inventory
• Create and approve a repair estimate
• Create a WIP (Work In Process) repair job
• Issue a component for the WIP job
• Complete the WIP job
• Ship the repaired product
• Submit charges for the repaired product
• Close the repair order and service request
Assumptions
• Depot Repair Super User responsibility
• Sign-on information: User - sanderson, Password - welcome
• You must have access to an Oracle Application Vision database or comparable training or test instance at your site on which to complete this practice.
• Note: At several points in the following practice, you are asked to check if a concurrent process has completed. For convenience, at the start of the practice, you should log in twice to the database, perform the main practice steps in the first session, and use the second session window to view and check the progress of the concurrent requests.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 30
Tasks
Create a Service Request
Create a service request as follows:
Installed Products Only (checkbox)
On
Account 1608
Contact ID 2817
Serial Num EM600000 (If this serial number is not available, select one of the other serial numbers starting with EM60000.)
Save the service request.
Create a Repair Order
Create a repair order as follows:
Repair Type Repair and Return
Promise Date Day following the current date
Owner Hopkins, Jack
Save the repair order.
After you have created and saved the repair order, look at the contents of the Receive/Ship tab.
Verify Entitlements and Set Up a Default Contract
Starting from the Product Coverage tab, view the coverage for the contract 21278.
In the Product Coverage tab, select 21278 as the default contract, and click Apply. This sets up the contract 21278 to be the default contract for repair estimate lines.
Receive an Item into Inventory
Starting from the Receive/Ship tab, process the RMA line as follows:
(a) Select the Process Txn checkbox for the RMA line.
(b) Click Receive.
(c) In the Find Expected Receipts window, click the Customer tab, and find the receipt for the RMA number on the RMA line.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 31
(d) In the Receipts window (you can minimize the Receipt Header window that also appears), highlight the single line, and set the following values:
Destination Type Inventory
Subinventory Depot
(e) Click Lot - Serial.
(f) In the Serial Entry window, click the Individual radio button, enter EM600000 (or the serial number that you selected previously), then click Done.
(g) Save your changes.
Note that this submits a concurrent process, Receiving Transaction Processor. Verify that this completes successfully, in your second session window.
Hint: use the navigation path Service Request > Others > View Requests.
(h) From the top menu, select Tools > Update Receiving.
The results appear in the Activity tab.
Create and Approve a Repair Estimate
Create and save a repair estimate header as follows:
Lead Time 2
UOM Day
Create and save the following estimate details:
Billing Category Material
Product Material
Pricelist Corporate
Qty 1
Change the status of the estimate from New to Accepted, then freeze the estimate.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 32
Create a WIP (Work In Process) Repair Job
Starting from the Repair Jobs tab, create a WIP repair job as follows:
(a) Click Repair Job, and then select M1- Seattle Manufacturing for your organization.
(b) In the Submit Repair Jobs window, select the following data:
Accounting Class Rework
Start Current date
(c) Click Submit Job.
This submits a concurrent process, WIP Mass Load. Verify that this completes successfully, in your second session window.
(d) Close the Submit Repair Jobs window.
(e) From the top menu, select Tools > Update Repair Job.
The results appear in the Activity tab.
Issue a Component for the WIP Job
Starting from the Repair Jobs tab, issue a component for the WIP Job, as follows:
(a) Click Material Txn.
(b) In the Material Transactions window, select the Specific Component radio button, and click Continue.
(c) In the WIP component issue window, enter the following data:
Item AS99689 (click OK for the pop up note)
Subinventory Depot
Quantity 1
(d) Click Done, then close the Material Transactions window.
Complete the WIP Job
Starting from the Repair Jobs tab, complete the WIP job as follows:
(a) Click Complete Jobs.
(b) In the Completion Transactions window, select the Job Number that appears in the Repair Jobs tab, and click Continue.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 33
(c) In the WIP Assy Completion window, enter the following data:
Subinventory FGI (This is the place from where you ship your orders)
Quantity 1
(d) Click Done, then close the Completion Transactions window.
(e) From the top menu, select Tools > Update Repair Job.
The results appear in the Activity tab.
Ship the Repaired Product
Starting from the Receive/Ship tab, process the Ship line as follows:
(a) Select the Process Txn checkbox for the Ship line.
(b) In the Serial Num field, enter EM600000 (or the serial number that you selected previously).
(c) Select the "Automate Order processing steps through:" checkbox, and select the Ship Confirm radio button.
(d) Click Process.
(e) Click OK on the Note window, and click OK twice on the Caution window that appears subsequently.
This submits a concurrent process, Interface Trip Stop. Verify that this completes successfully, in your second session window.
(f) From the top menu, select Tools > Update Shipping.
The results appear in the Activity tab.
Submit Charges for the Repaired Product
For a WIP Mode job, the process of submitting charges is performed from the Estimate Charge Line Details window. Starting from the Repair Estimate tab, submit charges as follows:
(a) Click the Line Details button.
(b) In the Estimate Charge Line Details window, click Submit Charges.
A message informs you that all repair estimate lines have been submitted to order management.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 34
Close the Repair Order and Service Request
Starting from the Details tab, close the repair order and service request as follows:
(a) Click Update RO Status.
(b) In the Update Status window, select the Close radio button, and select a Reason from the list of values.
(c) Click OK.
This closes both the repair order and the service request.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 35
Solution - Creating and Processing a Repair Order
Creating a Service Request
Notes: Unless otherwise stated, all the steps are to be performed in your first connection session.
1. Navigate to the Repair Orders Search form.
• (N) Depot Repair > Repair Orders
2. Click (B) New.
The Repair Orders window appears.
In the Service Request Information area, enter the following data: Installed Products Only On
Account 1608
Contact ID 2817
Serial Num EM600000 (If this serial number is not available, select one of the other serial numbers starting with EM60000.)
Summary Hard Disk Failure
Note that entering some values causes several other fields to be populated.
3. Click (I) Save.
The Request Num field gets populated with the Service Request Number.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 36
Creating a Repair Order
4. In the Repair Order Information area, in the Repair Type field, select Repair and Return (the default value).
Note that product details are copied into the Repair Order Information area from the service request that you just created.
5. In the Details tab, select the following values: Promise Date Day following the current date
Owner Hopkins, Jack
6. Click (I) Save.
The repair order is created and the Repair Num field is populated with the repair order number.
Note that the Repair Mode, in the Details tab, is WIP.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 37
Creating the repair order also activates the Receive/Ship tab.
7. Click (T) Receive/Ship.
Two charge lines have been created: − A RMA line for receiving the damaged product into inventory − A SHIP line for shipping out the repaired product to the customer
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 38
Verifying Entitlements and Setting Up a Default Contract
8. Click (T) Product Coverage.
9. Select the marker box (the first field) on the line with contract number 21278.
10. Click (B) View Coverage.
The Service Contracts Coverage window is launched.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 39
11. Verify the entitlements and exit out of the page by clicking the top right-hand X.
12. Back in the Product Coverage tab, click (B) Apply.
The selected contract is attached to the repair order, and acts as the default contract for repair estiamte lines.
13. Verify this by clicking the Details tab.
In the Contract field you can see contract 21278 attached to the repair order.
Receiving the Item into Inventory
14. Click (T) Receive/Ship.
15. In the RMA line, note the Order Number.
16. Select the Process Txn checkbox in the RMA line.
17. Click (B) Receive.
The Find Expected Receipts window appears.
18. Click (T) Customer.
19. Enter the Order Number from the Receive/Ship tab into the RMA Num field.
20. Click (B) Find.
The Receipt Header and Receipts windows appear.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 40
21. Minimize the Receipt Header window.
22. In the Receipts window, select the checkbox next to the receipt line for item AS99689.
23. In the Destination Type field, change the value from Receiving to Inventory.
24. Scroll to the right, and in the Subinventory field, select Depot.
25. Click (B) Lot - Serial.
The Serial Entry window appears.
26. Select the Individual radio button.
27. Enter EM600000 (or the serial number that you intend to receive) in the Start Serial Number field.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 41
28. Click (B) Done.
29. Click (I) Save.
This submits a Receiving Transaction Processor concurrent process.
You should make sure that it completes successfully before running the Update Receiving process.
30. In the window for your second connection session, navigate to the Find Requests window.
• (N) Service Request > Others > View Requests
31. Click (B) Find.
In the Requests window, you should see that the Receiving Transaction Processor process has completed (if not, click Refresh Data periodically until the process has completed).
You will be using the Requests window later in the practice.
32. For the time being, minimize the Requests window.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 42
33. Back in the Receipts window for your first session, close the Receipts window, by clicking the top-right-hand X.
34. From the top menu, select (M) Tools > Update Receiving.
When this completes, the Activity tab appears with RMA Received details.
Creating and Approving a Repair Estimate
35. Click (T) Repair Estimate.
36. Enter values for the following fields: Lead Time 2
UOM Day
37. Click (B) Save Estimate.
This saves the estimate header.
38. Enter the following values for the estimate details: Billing Category Material
Product Material
Pricelist Corporate
Qty 1
39. Click (B) Save Estimate.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 43
The estimate is saved and the Material, Charge, Profit Margin and Profit Margin% are calculated based on the contract selected during the creation of the repair order (these fields can be seen if you click the Line Details button).
At this point, the repair technician contacts the customer and verbally obtains the approval to start the repair job.
40. Change the Status of the estimate from New to Accepted.
41. Click (B) Freeze Estimate.
42. Click (B) OK.
The estimate is frozen and the product is ready to be repaired.
Creating a WIP (Work In Process) Repair Job
43. Click (T) Repair Jobs.
44. Click (B) Repair Job.
The Organizations window appears.
45. Select M1 - Seattle Manufacturing.
46. Click (B) OK.
The Submit Repair Jobs (207 Seattle Manufacturing) window appears.
47. Enter values for the following fields: Accounting Class Rework
Start Current date (this also sets the Complete date, which you can change if required)
48. Click (B) Submit Job.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 44
This submits the WIP Mass Load concurrent process. Make sure that this completes successfully.
49. Restore your minimized Requests window, and click (B) Refresh Data.
50. Minimize the Requests window.
51. In the Submit Repair Jobs (207 Seattle Manufacturing) window, click (B) Close.
52. From the top menu, select (M) Tools > Update Repair Job.
When this completes, the Activity tab appears with repair job creation details.
Issuing a Component for a WIP Job
53. Click (T) Repair Jobs > (B) Material Txn.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 45
This launches the Material Transactions (M1) window with the Transaction Type defaulted to WIP component issue.
54. Select the Specific Component radio button.
55. Click (B) Continue.
The WIP component issue (M1) window appears for the associated repair job.
56. Enter the following data:
Item AS99689 (click OK for the pop up note)
Subinventory Depot
Quantity 1
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 46
57. Click (B) Done.
This closes the WIP component issue window.
58. Close the Material Transactions (M1) window by clicking the top right-hand X.
Completing the WIP Job
59. Click (T) Repair Jobs > (B) Complete Jobs.
The Completion Transactions (M1) window appears.
60. Note the Job Number in the Repair Jobs tab, and select this number in the Job field of the Completion Transactions (M1) window.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 47
61. Click (B) Continue.
The WIP Assy Completion (M1) window appears.
62. Enter the following data: Subinventory FGI
(This is the place from where you ship your orders)
Quantity 1
63. Click (B) Done.
This closes the WIP Assy Completion (M1) window.
64. Close the Completion Transactions window by clicking the top right-hand X.
65. From the top menu, select (M) Tools > Update Repair Job.
66. When this completes, the Activity tab appears with the repair job completion details.
Shipping the Repaired Product
67. Click (T) Receive/Ship.
68. Select the Process Txn checkbox next to the Ship Line.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 48
69. Enter a valid serial number in the Serial Num field, for example, EM600000 or the serial number you selected previously.
70. Select the "Automate Order processing steps through:" checkbox.
71. Select the Ship Confirm radio button.
72. Click (B) Process.
A Note window appears requesting to verify that all the OM processes have completed successfully.
73. Click (B) OK.
74. Click (B) OK twice on the Caution window that appears.
Notice that the status of the ship line has changed to Shipped, and that an order number has appeared in the ship line.
This submits the Interface Trip Stop concurrent process. Make sure that this completes successfully.
75. Restore your minimized Requests window, and click (B) Refresh Data.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 49
76. Minimize the Requests window.
77. From the top menu of the Repair Orders window, select (M) Tools > Update Shipping.
When this completes, the Activity tab appears with Shipment details.
Submitting Charges for the Repaired Product
For a WIP Mode job, the process of submitting charges is performed from the Estimate Charge Line Details window.
78. Click (T) Repair Estimate.
79. Click (B) Line Details.
80. In the Estimate Charge Line Details window, click (B) Submit Charges.
A message informs you that all repair estimate lines have been submitted to order management.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 50
81. Click (B) OK.
Closing the Repair Order and Service Request
82. Click (T) Details > (B) Update RO Status.
The Update Status window appears.
83. Select the Close radio button.
84. Select an appropriate Reason from the list of values.
85. Click (B) OK.
This closes the repair order and the associated service request.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 51
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Service Request to Depot Repair Process Chapter 1 - Page 52
Summary
Summary
In this lesson, you should have learned how to do the following:• Explain how Depot Repair flows fit within the overall
Service Request to Resolution process• Create and process a WIP Mode repair order
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 1
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 2
Overview of Oracle Depot Repair in the Oracle E-Business Suite
Overview of Oracle Depot Repair in the Oracle E-Business Suite
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 3
Objectives
Objectives
After completing this lesson, you should be able to do the following:• Show how the Service Request to Depot Repair process
depends on E-Business Suite applications
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 4
Agenda
Agenda
• Oracle Depot Repair integration footprint• Required applications setup• Main Depot Repair Workbench• Full Repair and Return flows• Application dependencies related to main
Workbench areas
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 5
Oracle Depot Repair Integration Footprint
Oracle Depot Repair Integration Footprint
Purchasing– Receiving
Common Application Components – Assignment Manager– Resource Manager– Task Manager– Notes
Knowledge Management
Service Contracts
Bills of Material
Work In Process
Oracle Depot Repair
Order Management Shipping ExecutionInventory
Install Base– Counters
TeleService
– Customer Care– Charges
– Service Requests
Oracle Depot Repair Integration Footprint Note: on this and subsequent slides, in boxes where more than one name appears in a box, the top element in the box is an Oracle application, and the elements below, each preceded by a “-”, are modules within the application. This course generally refers to the component modules by their module name independently of the application that they belong to. The slide shows the main applications and application modules that Oracle Depot Repair connects to within the Oracle E-Business Suite. Some of these Oracle applications themselves depend on other Oracle applications, not shown on the slide; the slide shows those applications and application modules that have the most direct connections and relationships with Oracle Depot Repair.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 6
Required Applications Setup
Required Applications Setup
• Inventory
• Bills of Material
• Work in Process
• Order Management
• Shipping Execution
• Purchasing
– Receiving
• TeleService
– Service Requests
– Customer Care
– Charges
• Install Base
– Counters
• Service Contracts
• Common Application Components
– Notes
– Task Manager
– Assignment Manager
– Resource Manager
Knowledge Management is also required if you want Depot Repair to connect to a knowledge base
Required Applications Setups Notes 1. To use the full functionality of Oracle Depot Repair, you must install all the applications and
application modules shown on the slide. 2. Knowledge Management is only required if you wish to use an Oracle knowledge base to
help you look up solutions to assist in repair resolution. 3. If you want to use WIP Mode processing for any repair order, you must install Oracle Work
in Process and Oracle Bills of Material. These applications are not required for Task Mode processing.
4. If you want to use Task Mode processing for any repair order, you must install the modules Task Manager, Assignment Manager, and Resource Manager within Oracle Common Application Components, and, in addition, Oracle Advanced Scheduler. These applications are not required for WIP Mode processing.
5. It is not recommended that a customer use both WIP and Task mode in a single install. The rest of this chapter describes, in outline form, how these Oracle applications and
application modules are used when you create and process repair orders.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 7
Depot Repair Workbench Areas
Depot Repair Workbench Areas
Service Request InformationService Request identifier and summary data
Repair Order InformationRepair Order identifier and summary data
Main Tabs
Activity
Service History
Product Coverage
Other Tabs
Customer initiatesservice request
You can have multiple repair orders per service request
DetailsRepair order details
Receive/ShipRMA and Ship lines
Repair EstimateEstimate data
The correct logistics lines are automatically createdbased on repair type when you create the repair order
Repair TasksTask Mode details
Repair JobsWIP Mode details
You view and edit repair order details
Depot Repair Workbench Areas The Depot Repair Workbench is the central window is the central reaction point for a customer support agent who needs to create and process depot repairs. For example, when you create a service request you enter details in the top area, the Service Request Information area. Then when you create a repair order, you enter details in the Service Request Information area and the Details tab. Then, as you process the Repair Order, you basically enter information in the other main tabs, working from left to right. Subsequent slides in this module show in more detail the usage of the screen areas, buttons, and fields as you perform each step of a depot repair, The slides also point out which of the dependent applications are used during the processing of each step. [Note: the header bar of the Depot Repair Workbench displays the title Repair Orders, so the screen is more formally known as the Repair Orders form. To be consistent with terms used in other documentation, this course refers to this screen as the Depot Repair Workbench.]
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 8
Full Repair and Return WIP Mode Example
Full Repair and Return WIP Mode Example
7. Ship Repaired Product
9. Close Repair Order and Service Request
1. Create Service Request
2. Create Repair Order
3. Verify Contract Entitlements
4. Receive Item into Inventory
8. Submit Charges
5. Create & Approve Repair Estimate
6. Create, Process, and Complete Repair Job
Full Repair and Return WIP Mode Example This slide shows a typical process flow for managing the repair and return of faulty goods at a depot. Remember that, although in general there are several channels by which a depot repair can be initiated, this course assumes that the starting point for the depot repair process is a call to a service agent. This largely follows the same scenario as introduced earlier in the course; this time, the processing steps are described in greater detail.
1. The service agent first creates a service request, specifying that the service request type is Depot Repair. The agent may then examine the knowledge base to see if any similar problems have been recorded there, and to examine the solutions for possible relevance to the current problem.
2. The service agent then creates a repair order, specifying the repair order type (in this case, Repair and Return). Each repair order type has a repair mode associated with it by default. In this case, the default mode is WIP Mode, and the service agent does not change this mode.
3. The service agent looks up any existing contracts to verify entitlements, such as discounts and warranties, and attaches this information to the repiar order.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 9
4. When the depot receives a RMA from the customer, the faulty goods can be received into inventory. For items that are tracked in the install base, any person with the correct responsibility can check the status information in the install base for the faulty product.
5. The customer is then given an estimate of how much the repair will cost. Once the customer accepts the estimate, it can be approved and the repair can be started. Note: to cover many different real-world situations, estimates are not mandatory. Also, estimates may be provided any time after the repair order is created.
6. This step is specifically for WIP Mode processing. As a typical example of WIP Mode processing, the faulty product requires a new repair job to be created, a new component to be issued for a repair job, and finally, the repair job must be certified as complete
7. The depot now ships the repaired product. If the product is being tracked in the install base, the newly-changed product status can be seen there.If the product has a counter associated with it, the new counter reading can be recorded.
8. After the product is shipped out to the customer, the depot submit charges, if any, for the repair job.
9. After the charges have been submitted, the service agent closes the repair order. Closing the repair order automatically closes the associated service request.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 10
Service Request Dependencies
Service Request Dependencies
Service Request Information area (main fields only)
TeleService
Customer
Account
Contact
Business World
1608
Andre Beaulie
AS99689
70649
EM600
Installed Products Only
Product
IB Ref Num
Serial Num
Request Num
Summary
Request Type
Severity
Status
Hard disk failure
Depot Repair
High
Open
10732
Inventory Install Base
1. Create Service Request
Service Request Dependencies You can create both a Service Request and a Repair Order in the Depot Repair Workbench. The Service Request Information area occupies the top part of the Depot Repair WorkBench, and contains all the fields required to create a Service Request . When you create a Service Request, you execute procedures in Oracle TeleService, Oracle Inventory, and Oracle Install Base. Notes on the main Service Request Information area fields Request Num: automatically generated when you create a service request. Summary: A short description of the problem. Request Type: Unless you have created more service request types to further categorize your depot repair requests, use the standard value Depot Repair. Status: Main field to show the progress of work on a service request. . Installed Products only checkbox: This identifies a product which is trackable by Oracle Install Base. Product, IB Ref Num, and Serial Num: For Install Base trackable items, you can identify, and search for, the item instance using these fields.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 11
Notes on the general usage by Oracle Depot Repair of the main associated Oracle applications shown on the slide Oracle Depot Repair uses Oracle Inventory to perform the following functions:
• Manage depot spare parts • Manage warehouse new and used products • Manage depot subinventories • Manage customer broken and repaired products
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 12
Top-Level Repair Order Dependencies
Top-Level Repair Order Dependencies
Repair Order Information area (main fields only)
Details tab (main fields only)
AS9968970649EM600
Repair Mode WIP
21278
Corporate
NotesServiceRequestDepot Repair
Notes
10311
View IB Config Update Counters
Inventory
Install Base Counters Service ContractsOrder Management Notes
Default Price List
Contract
Repair Type Repair Status Repair Num Product UOM QtyOpenRepair and Return AS9968910311 Each 1
2. Create Repair Order
Repair NumProduct
IB Ref NumSerial Num
Top-Level Repair Order Dependencies Notes on creating a repair order 1. After you have created the Service Request, certain fields are copied down into other Depot
Repair Workbench areas, such as product-related details. 2. The main part of the Depot Repair Workbench consists of the Repair Order Information area
and several tabs, which group fields together for different processing steps. 3. When you create a Repair Order, you must do the following: • In the Repair Order Information area, select a Repair Type (the default is Repair and
Return). • In the Details tab, select a Repair Mode (the default is the value associated with your
chosen Repair Type). 4. Other values may already be set up by default, such as default values in the fields Contract
and Default Price List. 5. The Repair Num is generated automatically when you create the Repair Order. 6. The slide indicates which fields and buttons are connected to values in other Oracle
applications or application modules, as follows:
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 13
• When you click View IB Config, you can search for statuses in Oracle Install Base. • When you click Counters, you can update counter readings in the Counters module of Oracle
Install Base. • When you click Notes, you can create, view, and edit notes set up in Notes (part of Oracle
Common Application Components). Notes on the general usage by Oracle Depot Repair of the main associated Oracle
applications shown on the slide 1. Oracle Depot Repair uses Oracle Install Base to perform the following functions: • Create new records • View existing records • Update product status • Update a configuration • Track repair history • Transfer product ownership 2. Oracle Depot Repair uses Oracle Service Contracts to perform the following functions: • View contract entitlements • Validate a service contract • Create a new contract • Renew an expired contract • Edit an existing contract
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 14
Repair Order Contract Details
Repair Order Contract Details3. Verify Contract Entitlements
Product Coverage tab (main fields only)
Details tab
Contract
Service End Date Contract Number Coverage
View Active ContractsView All Contracts
View Coverage Apply
Start Date Default
Gold21278 PC Server 20-JUL-200821-JUL-2003Gold21279 PC Server 20-JUL-200821-JUL-2003Gold30128 PC Server 17-DEC-200318-DEC-2002
21278 Service Contracts
Repair Order Contract Details When you click the Product Coverage tab, you can view either all contracts or just the active contracts, as set up in Oracle Service Contracts. You can also set a default contract for the repair order, by highlighting a contract line, then clicking Apply, as shown on the slide.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 15
Repair Order RMA Line Dependencies
Repair Order RMA Line Dependencies
Receive/Ship tab (main fields only)
4. Receive Item into Inventory
ProcessIB Txn Details Receive
ActionCode
ActionType
ServiceActivity
Order Num
Return Repaired
SHIP CustomerProduct
Product SerialNum Price
AS99689
Ship
Automate order processing steps through:Enter Order Book Order Pick Release Ship Confirm
4999.00
Install BaseOrder
ManagementReceiving
(Purchasing)Charges
(TeleService)
Return forRepair
RMA CustomerProduct
56069 EM600.00AS99689
Repair Order RMA Line Dependencies The Receive/Ship tab is one of the main tabs of the Depot Repair Workbench. When you create a repair order, your choice of Repair Type dictates how many lines are created for charging purposes. Details of this association and the setup of other fields that initially appear in this tab are described in a later module of this course, Depot Repair Specific Setup Steps. The slide shows two charge lines (indicated by the value in the Action Type column), a RMA line and a Ship line. When the RMA line is highlighted, the Receive button at the bottom of the screen is enabled and the Ship button is disabled. If you check the checkbox “Automate order processing steps through:”, you choose up to which stage in Order Management the charge line will be automatically processed. The buttons at the bottom of the screen enable you to view Oracle Install Base details, and to enter more details for processing the RMA line in Oracle Receiving and Charges, such as specifying that the defective product has been received into inventory. Notes on the general usage by Oracle Depot Repair of the main associated Oracle applications shown on the slide Oracle Depot Repair uses Receiving (part of Oracle Purchasing) to perform the following functions:
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 16
• Find an expected RMA • Create RMA receipts • Receive customer products • Record a received quantity • Record serialized products
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 17
Repair Estimate Dependencies
Repair Estimate Dependencies
Repair Estimate tab (main fields only)
ProductBillingCategory Qty Material Material 1
UnitPrice
30.0075.00
5. Create & Approve Repair Estimate KnowledgeManagement
Line Details Save Estimate Freeze Estimate
Knowledge Base
Search
Solutions
Summary of Estimated Charges
Material, Labor, Expenses, and Total charges
ContractEst.
Charge
AcceptedStatusSummary Hard Disk
FailureReason
Work InProcess
OrderManagement
Charges(TeleService)
Service Contracts
Repair Estimate Dependencies The Repair Estimate tab is the central work area for creating and approving repair estimates. When you click the Line Details button, you launch an estimate worksheet that allows entry of details or changes to charge lines entered in the Repair Estimate tab. This also enables access to other Oracle applications, such as Oracle Service Contracts for contract details.When a service request record exists, the Repair Estimate tab also provides access to the Knowledge Base. A repair order record is not necessary for you to access the Knowledge Base. Notes on profile options: There are two profile options connected with this tab, CSD: Enable Estimates and CSD: Enable Knowledge Management. CSD: Enable Estimates allows your organization to enable or to disable the Repair Estimate tab in the Repair Orders window. If CSD: Enable Knowledge Management is set to No, the Knowledge Base section in the Repair Estimate tab is disabled. Notes on the general usage by Oracle Depot Repair of the main associated Oracle applications shown on the slide Oracle Depot Repair uses Oracle Work In Process to perform the following functions:
• Facilitate repair jobs
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 18
• Submit repair jobs • Release repair jobs • Stage repair jobs • Review WIP summary reports • Run material completion transactions
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 19
WIP Mode Repair Job Dependencies
WIP Mode Repair Job Dependencies
6. Create, Process, and Complete Repair Job
Repair Jobs tab (main fields only)
Work InProcess
Bills of Material
View JobComplete Job Material Txn
Group IDJob Organization Qty Seattle CenterCSD70068 70068 1
Qty CompletedStatusReleased0
Repair Job
WIP Mode Repair Job Dependencies The Repair Job tab is the central work area for WIP repair jobs processing. When you click the Repair Job button, you launch the Submit Repair Jobs window, which enables you to create repair jobs. When you click the Material Txn button, you launch the Material Transactions window, which permits you to issue the material and WIP components needed to stage and perform the WIP repair job. The Complete Job button allows you to complete the WIP repair job. Repair job and material transaction processing is performed in Oracle Work In Process and Oracle Bills of Material.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 20
Repair Order Ship Line Dependencies
Repair Order Ship Line Dependencies
Receive/Ship tab (main fields only)
ProcessIB Txn Details Receive
ActionCode
ActionType
ServiceActivity
Order Num Product
SerialNum Price
Ship
Automate order processing steps through:Enter Order Book Order Pick Release Ship Confirm
7. Ship Repaired Product
Return forRepair
RMA CustomerProduct
56069
Return Repaired
SHIP CustomerProduct
EM600.00AS99689
AS99689 4999.00
Install BaseOrder
Management Shipping ExecutionCharges
(TeleService)
Repair Order Ship Line Dependencies After the defective item has been repaired, it is ready to be shipped back to the customer. In the Receive/Ship tab, when you highlight the Ship line, the Ship button is enabled and the Receive button is disabled. By default, for a Ship line, the checkbox “Automate order processing steps through:” is set, and the “Ship Confirm” stage is selected. When you set up repair types in Oracle Depot Repair, you may change these initial default settings for a Ship line. The buttons at the bottom of the screen enable you to view Oracle Install Base details, and to enter more details for processing the Ship line in Charges, Oracle Shipping Execution, and Oracle Order Management. Notes on the general usage by Oracle Depot Repair of the main associated Oracle applications shown on the slide Oracle Depot Repair uses Shipping Execution to perform the following functions:
• Ship repaired products • Ship exchanged products • Ship replacement products • Ship loaner products
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 21
Estimate Charge Line Dependencies
Estimate Charge Line Dependencies
Estimate Charge Line Details (main fields only)
8. Submit Charges for a WIP Mode Job
Save Close
OrderManagement
Submit Charges
Charges(TeleService)
Estimate Line DetailsFurther estimate fields
including Discount, PO Number,
Profit Margin, and Profit Margin %
Contract InformationContract Number and
Description fields
Service Contracts
ProductBilling Category Qty Unit Price Material Material 1 30.00 75.00
ContractEst. Charge
Estimate Charge Line Dependencies You submit charges for a WIP Mode repair job from the Estimate Charge line Details window. You access this window when you click the Line Details button on the Repair Estimates tab.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 22
Full Return and Repair Task Mode Example
Full Return and Repair Task Mode Example
Ship Repaired Product
Close Repair Order and Service Request
Create Service Request
Create Repair Order
Verify Contract Entitlements
Receive Item into Inventory
Submit Charges *
Create, Process, and Complete Tasks
* - For a Task Mode repair, you submit charges from the Repair Tasks tab
Full Repair and Return Task Mode Example This slide follows the same basic flow as the earlier slide, Full Repair and Return WIP Mode Example. The lighter-highlighted box shows the main difference, and represents the Task Mode processing.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 23
Task Mode Dependencies
Task Mode Dependencies
Repair Tasks tab (main fields only)
Create, Process, and Complete Tasks
Number StatusCompleted17506
Actual End
Completed17507
17507Number
ProblemResolution
Type
Repair ItemName
CompletedStatus
Use Template
Debrief
Launch Workflow
Submit Charges
DatesStart and End of Planned,
Scheduled, and Actual Dates
Effort
4 Estimate HourActual
Qty UOM
NameInspect ItemRepair Item
Actual Start
Charges(TeleService)
OrderManagement
Task Manager
AssignmentManager
Resource Manager
Task Mode Dependencies In order to use Task Mode processing for depot repairs, you must first set up tasks, resources, assignments, and schedules in the corresponding modules of Oracle Common Components. Then, for example, after you click Use Template, you may create and complete tasks from a task template group. The list of tasks then appears in the top part of the Repair Tasks tab. As you complete each task, you change its status in the list. When you click Submit Charges, you interface with Charges and Oracle Order Management to create the charge lines for the tasks.
Copyright © Oracle Corporation, 2003. All rights reserved.
Overview of Oracle Depot Repair in the Oracle E-Business Suite Chapter 2 - Page 24
Summary
Summary
In this lesson, you should have learned how to do the following:• Show how the Service Request to Depot Repair
process depends on E-Business Suite applications
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 1
Prerequisite E-Business Suite Setups and Integations Chapter 3
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 2
Prerequisite E-Business Suite Setups and Integrations
Prerequisite E-Business Suite Setups and Integrations
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 3
Objectives
Objectives
After completing this lesson, you should be able to do the following:• Confirm the setups in the Oracle applications
which are prerequisites to Oracle Depot Repair
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 4
Agenda
Agenda
• Pre-implementation steps• Standard E-Business Suite setups• Setup of related applications• E-Business application module setups
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 5
Pre-Implementation Steps Overview
Pre-Implementation Steps Overview
1. Loading Customer and Contact Information2. Resource Creation 3. Calendar Definition 4. Location Definition 5. Knowledge Base Management 6. Service Request Builder Setup 7. Repair Types Setup 8. Task Mode Versus WIP Mode
Pre-Implementation Steps Overview Details of each of the pre-implementation steps appear in subsequent slides.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 6
Pre-Implementation Steps
Pre-Implementation Steps
The following are key decisions and actions that are to be made at the start of the implementation process:1. Import customer and contact information from external sources.2. Determine the Depot Repair users that must be created as resources.• Call Center Agents• Service Administrators• Receipt Administrators• Service Technicians
3. Define calendar data.• Determine the shifts, patterns, and time periods
when resources are available to work
• Depot Managers• Field Service Agents• Other employee users
Pre-Implementation Steps Notes
1. Loading Customer and Contact Information Oracle Depot Repair requires that customer information be imported into the system from
already available sources. However, Oracle Depot Repair allows you to capture customer contact data in real-time.
Also, when contact data is already available from other systems, you may want to import available customer information along with relationship data. For example, if a service agency already has extensive data on all the customers in its service area, it may serve the agency better if all such data is imported into the system.
2. Resource Creation You determine the resources that have to be created in the system. All call center agents,
service administrators, receipt administrators, service technicians, depot managers, field service agents, and other employees who will be using Oracle Depot Repair must be created as resources.
3. Calendar Definition You define the shifts, patterns, and time periods when resources are available to work.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 7
Pre-Implementation Steps (continued)
Pre-Implementation Steps (continued)
4. Define the shipping, delivery, and billing locations.5. Determine how much information will go into the knowledge base.• Identify and list the information sources at the outset
– Technical manuals, parts catalogs, policies, procedures, FAQs6. Define the service request types that require depot repair processing, and the attributes associated with each of them.• For example, default owner for each service request type.
7. Determine the repair types you will need.8. Determine the complexity of each repair type.• Task Mode versus WIP Mode
Pre-Implementation Steps (continued) Notes
4. Location Definition You define the locations where you plan to ship, deliver internally, or bill the goods and
services that you order. This is necessary if you plan to import purchase requisitions from Oracle Depot Repair to Oracle Purchasing.
5. Knowledge Base Management You determine the information that will go into the knowledge base. Oracle recommends
that you identify and list the information sources (for example, the technical manuals, parts catalogs, policies, procedures and FAQs) at the outset.
6. Service Request Builder Setup You define the service request types, profiles, and the attributes associated with each of
them. Also identify the owner for each service request type. You also need to define the criteria based on which duplicate service requests will be identified.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 8
7. Repair Types Setup When creating repair orders, product transactions are generated based on the default service
activity billing types defined in repair types. You must determine what processing you want to occur for each of your repair types.
Note: while this is a pre-implementation step, the real-world and data processing requirements are fulfilled in straightforward setup steps during the implementation of repair types in Oracle Depot Repair. For more details, see the later module in this course, Oracle Depot Repair Specific Setup Steps.
8. Task Mode Versus WIP Mode Determine the complexity of the repair management processes required by your
organization. WIP Mode is generally recommended and may be used when the repair jobs require a series of sequential steps and materials management. Task Mode may be used when the repairs require minimal steps that are not necessarily completed in sequence. Though a service organization can have different repair types associated with different repair modes, it is recommended that a service organization select only one repair mode for all repair types to enhance usability.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 9
Standard E-Business Suite Setups
Standard E-Business Suite Setups
Setup 1: Oracle Applications System AdministrationSetup 2: Oracle Applications FlexfieldsSetup 3: Oracle General Ledger
- Calendars, Currencies, Set of BooksSetup 4: Oracle PayablesSetup 5: Oracle Receivables Setup 6: Oracle Human Resources
Management System (HRMS)- Organizations, Locations, Employees
Note that these are standard setups for E-Business applications.Apart from creating special users for Oracle Depot Repair,
these applications contain no setup steps specifically for Oracle Depot Repair
Standard E-Business Suite Setups The setups listed in this slide are largely covered in the course 11i Service Request Fundamentals which is a prerequisite to 11i Depot Repair Fundamentals. For more details, please refer to the 11i Service Request Fundamentals course or to the implementation manual for the appropriate Oracle application module.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 10
Depot Repair Implementer
Depot Repair Implementer
Depot Repair Super User responsibility is seeded
Assign the following responsibilities (or their equivalents) to a Depot Repair implementer:
• System Administrator• Depot Repair Super User• Foundation Administrator• Support Administrator• Knowledge Management System Administrator
Depot Repair Implementer
Depot Repair Implementer Use the System Administrator responsibility to create the required Oracle applications user. Depot Repair implementation team members would need access to one or more of the following responsibilities:
• System Administrator • Depot Repair Super User • Foundation Administrator • Support Administrator • Knowledge Management Administrator.
Note that in your implementation, you may have equivalent responsibilities with names different from the ones listed in the slide, for example, CRM Administrator instead of Foundation Administrator, and Customer Support instead of Support Administrator. For detailed instructions on creating application users, please refer to Oracle Applications System Administrator’s Guide.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 11
Setup of Related Applications
Setup of Related ApplicationsOracle Depot Repair requires that the following Oracle modules are installed and set up:
• Inventory• Bills of Material• Work In Process• Purchasing
- Receiving• Order Management• Shipping Execution• TeleService
- Service Requests- Customer Care- Charges
• Knowledge Management(if you want to use a knowledge base)
• Install Base- Counters
• Service Contracts• Common Application Components
- Notes- Resource Manager- Task Manager- Assignment Manager
Setup of Related Applications The slide shows the full list of Oracle applications and application modules that are required if you want to use all the processing options available in Oracle Depot Repair. Oracle Knowledge Management is only required if you wish to search an Oracle Knowledge Base for solutions to previous problems in order to help you resolve your current problem. Later slides show that certain modules are required only for WIP Mode processing and others only for Task Mode processing.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 12
E-Business Suite Application Module Setups
E-Business Suite Application Module Setups
Setup 7: Oracle Inventory Setup 8: Oracle Bills of Material *Setup 9: Oracle Work in Process *Setup 10: Oracle PurchasingSetup 11: Oracle Order ManagementSetup 12: Oracle Shipping ExecutionSetup 13: Oracle TeleService - Service RequestsSetup 14: Oracle TeleService - Customer CareSetup 15: Oracle TeleService - Charges
* - Required if you use WIP Mode for any repair type
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 13
E-Business Suite Application Module Setups (continued)
E-Business Suite Application Module Setups (continued)
Setup 16: Oracle Knowledge ManagementSetup 17: Oracle Install BaseSetup 18: CountersSetup 19: Oracle Service ContractsSetup 20: NotesSetup 21: Resource Manager **Setup 22: Task Manager **Setup 23: Assignment Manager **
** - Required if you use Task Mode for any repair type
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 14
Applications and Modules Required Only for Specific Repair Modes
Applications and Modules Required Only for Specific Repair Modes
WIP Mode Task Mode
• Work In Process
• Bills of Material(Resources)
• Task Manager
• Assignment Manager
• Resource Manager
Applications and Modules Required Only for Specific Repair Modes To process repairs in WIP Mode, you must set up Oracle Work In Process and Oracle Bills of Material. To process repairs in Task Mode, you must set up Task Manager and Assignment Manager. If you are processing repairs only in Task Mode, you do not have to set up the WIP Mode applications. Similarly, if you are processing repairs only in WIP Mode, you do not have to set up the Task Mode applications and application modules. Resource management is a feature of both WIP Mode and Task Mode processing. For WIP Mode resource management, you must use Resources within Oracle Bills of Material to create resources (refer to Oracle Bills of Material User’s Guide), and for Task Mode resource management, you must set up resources within the Resource Manager (refer to Oracle Common Application Components Implementation Guide).
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 15
Setting Up Inventory
Setting Up Inventory
Order Management tabCustomer Ordered = On *Customer Ordered Enabled = On *Internal Ordered = On ***Internal Orders Enabled = On ***Returnable = OnShippable = OnOE Transactable = On
for items of type Materialfor items with Material billing categoryto permit an item to be shipped on internal ordersif item is to tracked in Install Base
*** *** ****
Invoiceable Item = OnInvoicing tab
Serviceable = OnBilling Type = MaterialService Request Enabled = EnabledInstall Base Tracking = On ****
Service tab
Inventory tabInventory Item = On*Stockable = On **
Setting Up Inventory Responsibility: Depot Repair Super User Navigation Path: (N) Inventory > Items > Master Items Standard setup in Oracle Inventory is required for items. The slide shows the tabs and the fields for items that are associated with Depot Repair features, starting from the Master Item window.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 16
Inventory: Profile Option
Inventory: Profile Option
Ensure that the profile option MO: Operating Unit is set to the operating unit that represents your enterprise.
Fresno Manufacturing Emeryville Manufacturing
Headquarters
Inventory: Profile Option You can define the MO: Operating Unit profile option from the System Administration module (note that you must log on as the System Administrator to do this). MO: Operating Unit is a significant profile option for all Oracle applications processing, including Oracle Inventory. For the charges processing triggered by Oracle Depot Repair, it is especially significant for the defaulting rules for billing operating units, which is described later in this module.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 17
Setting Up Bills of Material and Work In Process
Setting Up Bills of Material and Work In Process
Set up bills for items used for repairsSet up resources and routings for WIP Mode repairs
Required For
WIP Mode
Bills of Material
Work In Process
Depot Repair jobs use the Non-Standard Work in Process functionalityCheck that WIP accounting classes of Expense, Reconfig, and Rework have been set up for the repair jobs
Setting Up Bills of Material and Work In Process Both applications are required if your implementation will have any WIP Mode repairs. Notes on Oracle Bills of Material Responsibility: Depot Repair Super User Navigation Path: (N) BOM > Setup > Resource Groups For more details, refer to the Oracle Bills of Material User’s Guide. Notes on Oracle Work In Process Responsibility: Depot Repair Super User Navigation Path: (N) WIP > Setup > WIP Accounting Classes For more details, refer to the Oracle Work in Process User's Guide, Volume 1.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 18
Setups for Receiving and Shipping
Setups for Receiving and Shipping
Set up Receipt Routing options to include:• Direct Delivery• Inspection Required• Standard Receipt
The Depot Repair Update Receiving program picks up only the receiving lines that are delivered to a subinventory
Purchasing for Receiving
Order Management and Shipping Execution
For component parts used in WIP Mode repairs:• Ensure that a “Bill Only” line type is set up
for the Order Management line type mapped to the Service Transaction Type for WIP Mode repairs
for Shipping
Setups for Receiving and Shipping Notes on Oracle Purchasing Responsibility: Depot Repair Super User Navigation Path: (N) Purchasing > Setup > Organizations > Receiving Options or (N) Inventory > Setup > Organizations > Receiving Parameters For more details, refer to the Oracle Purchasing User’s Guide. Notes on Oracle Order Management and Oracle Shipping Execution Responsibility: Depot Repair Super User Navigation Path: (N) Order Management > Setup > Transaction Types > Define Oracle Work in Process decrements inventory when a component is used in repair, but Oracle Order Management will decrement inventory again when the repaired product is shipped to the customer. To prevent this, ensure that a "Bill Only" line type is set up for the Order Management line type mapped to the service transaction type for repairs performed in WIP Mode. This, however, applies only to component parts, and not to the whole repaired product. For more details, refer to the Oracle Order Management Suite Implementation Manual and the Oracle Shipping Execution User’s Guide.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 19
Setting Up Oracle TeleService: Service Requests
Setting Up Oracle TeleService: Service Requests
Set up a service request type of Depot Repair
You can set up more if you want to break down your depot repair service requests into further categories
Type Business ProcessDepot Repair Depot Repair
Status Group NameDepot Repair
Workflow
Service Request Types window
Note: Service Requests setup steps are described in the 11i Service Request Fundamentals course. This slide shows the setup step that has particular relevance to Oracle Depot Repair processing.
Setting Up Oracle TeleService – Service Requests Responsibility: Depot Repair Super User Navigation Path: (N) Service Request > Setup > Service Requests > Request Types For more details, refer to the Oracle TeleService Implementation Guide and the course 11i Service Request Fundamentals.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 20
Setting Up Oracle TeleService: Customer Care
Setting Up Oracle TeleService: Customer Care
Site and Site Usage of the Customer Party Addresses set up in the Contact Center must be active
This enables them to be seen in the Bill-To and Ship-To address lists in the Receive/Ship tab of a repair order
Customer Care setup steps are described in the 11i Service Request Fundamentals course. This slide shows the setup step that has particular relevance to Oracle Depot Repair processing.
Setting Up Oracle TeleService – Customer Care Responsibility: Depot Repair Super User Navigation Path: (N) Service Request > Customer Management > Contact Center For more details, refer to the Oracle TeleService Implementation Guide and the course 11i Service Request Fundamentals.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 21
Setting Up Oracle TeleService: Charges
Setting Up Oracle TeleService: Charges
3 Create new billing types (optional step)
4 Create Install Base transaction subtypes
5 Create the default time & material labor schedule
Create business processes1
Note: These Charges setup steps are generic to all service request processing, and are described in the 11i Service Request Fundamentals course.
The slides that follow summarize the same topics, with particular relevance to Oracle Depot Repair processing.
6 Set up the defaulting rules for billing operating units
Create service activities 2
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 22
Creating Service Business Processes
A business process is a group of service activities, which are active in one or more of the Oracle application modules: Service Requests, Depot Repair, and Field Service
Creating Service Business Processes
Business Process
Service Activity
Business Process
Service Activity
Simplified model *
Service Business Process window
Service ActivityAdvanced ExchangeReplacementReturn for Replacement
Service Activities
Service Business Processes
Depot Repair
Name Depot Repair
Creating Service Business Processes Responsibility: Depot Repair Super User Navigation Path: (N) Service Request > Setup > Charges > Service Business Process A business process in Oracle TeleService is a grouping of service activities. For example Customer Support, Field Service and Depot Repair are business processes. An example of a service activity is the return of an item to depot in order to repair it. Each business process consists of one or more service activities.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 23
Creating Service Activities
When you submit a charge line for a combination of …
Creating Service ActivitiesService Activities and Billing Types window
NameBilling Types
Order Management Header & Line TypesOperatingUnitVision Enterprises
Order TypeMixed
Line TypeStandard (Line Invoicing)
Line Category
Service Activity
OrderReplacement
Service Activities
MaterialExpense
Depot Repair Quantity Update
Service Activity
Billing Type
Order Type
LineType
… and …
… Order Management creates orders and lines as specified
Creating Service Activities Responsibility: Depot Repair Super User Navigation Path: (N) Service Request > Setup > Charges > Service Activities and Billing Types Service activities are used to define the orders and lines created when charge line lines are submitted from Oracle Depot Repair to Charges and Oracle Order Management. For each combination of service activity and billing type, you must specify the order types and line types that define the orders that Oracle Order Management generates when you submit charge lines (for example RMA, Ship, Estimate) during depot repair processing. For more details on order types and line types, please refer to the Oracle Order Management User's Guide.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 24
Creating New Billing Types
Creating New Billing Types
1. Create a new value in the service lookup table
Oracle Service Lookups window
Type MTL_SERVICE_BILLABLE_FLAGOracle ServiceApplication
CodeTRVL
MeaningTravel
Billing Type
Add rows
Billing Category
Billing Type Attributes window
Optional
2. Categorize the billing type as one of the three billing categories:
- Expenses- Labor - Material
ExpensesTravel
Creating New Billing Types Notes
1. Create a new value in the service lookup table. Responsibility: Depot Repair Super User Navigation Path: (N) Service Request > Others > Service: Lookups Create a new billing type lookup value for lookup type
MTL_SERVICE_BILLABLE_FLAG. Your new Meaning value represents the billing type in the next setup window (Billing Type Attributes), and subsequent lists of values.
2. Categorize the billing type as one of the three allowable billing categories. Responsibility: Depot Repair Super User Navigation Path: (N) Service Request > Setup > Charges > Billing Type Attributes When you create a new billing type attribute in the Billing Type Attributes window, you
must associate your new billing type with one of the three billing categories: Expenses, Labor, or Material. The list of billing categories is fixed, that is, it cannot be extended.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 25
Creating Install Base Transaction Subtypes
Creating Install Base Transaction SubtypesFor each service activity involving an IB-trackableitem, you must create an Oracle Install Base transaction subtype.
Do not checkService Type for non-IB-trackableproducts
Source Transaction TypesApplication NameOracle Order Management
TransactionNameShip/Fulfill
Update IBTransaction TypeOM_SHIPMENT
Transaction Sub Types window
Service Type Name ReplacementTransaction Sub Types
Source InfoInformation about the
instance being transacted, such as a shipped or a
returned item. *
Information about a related instance, such
as the item replaced by the source instance. *
Non Source Info
* - See later slide for details
Check Service Type for IB-trackable products
Creating Install Base Transaction Subtypes Responsibility: Depot Repair Super User Navigation Path: (N) Service Request > Setup > Charges > Install Base Transaction Types Notes 1. For products enabled for Install Base tracking, the service activities associated with the repair
type chosen should have transaction subtypes defined. For products not enabled for Install Base tracking, the service activities associated with the repair type chosen need not have transaction subtypes defined. You may have separate repair types and service activities defined for trackable products and non-trackable products.
2. When you define a transaction subtype for trackable products, the Name of the transaction subtype is the same as the name of the associated service activity. For example, for the Return for Repair service activity, the name of the corresponding transaction subtype is also Return for Repair.
3. Details of the Source Info and Non Source Info fields appear on a later slide. 4. In the Source Transaction Types region, for Oracle Depot Repair usage, only Oracle Order
Management needs to be set up as a source Application Name, and you must select the checkbox Update IB.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 26
Source and Non Source Information
Source and Non Source InformationSource Info
Revision Reqd
Change Owner To External
Status Replacement
Return Reqd
Change Owner
Reference Reqd
Non Source Info
Change Owner To
Status Replaced
Return Reqd
Change Owner
Reference Reqd
Source and Non Source Information The Source Info and Non Source Info regions enable you to specify details of the item instances in service activities:
• Source Info region - for details of the instance being transacted, such as in a sales order, as a shipped item or a returned item.
• Non Source Info region - for details of an item instance related to the source instance, such as an item being replaced by the source instance.
Some service activities refer to a single item instance, such as Return and Repair, where the same product is sent to the depot, repaired, and then returned to the customer; in this case, only Source Info fields are required. For other service activities, such as Replacement, the Install Base updates of two separate products can be made in a single transaction, and hence both Source Info and Non Source Info fields are used. The slide shows an example for a product being replaced:
• Fields in the Source Info region show details about the product being sent out to the customer.
• Fields in the Non Source Info region show details of the product that is being replaced.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 27
Default Time and Material Labor Schedule
Default Time and Material Labor Schedule
You need a default labor schedule for creating charge lines from Field Service or Depot Repair
For charges, the labor item is selected:- from the Field Service Debrief, if entered there- from the labor schedule in the service contract, if
defined there- from the default labor schedule set up in Charges
You must set up a default labor schedule for each business process that uses labor items
Required For
Task Mode
Default Time & Material Labor Schedule You must set up a labor schedule for each business process only if your organization is charging customers for labor using the Debrief window in Oracle Field Service or Oracle Depot Repair. This setup is required because Debrief does not require agents to select the applicable labor item (the labor rate for the work performed). If agents select a labor item during debrief, the application uses the billing rate specified in that item to calculate how much the customer is going to be charged. If agents do not select a labor item during debrief, the application supplies the item based on the labor schedule entered in the customer’s service contract. If the schedule in the service contract is not completely defined, the application looks at the default labor schedule.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 28
Creating the Default Labor Schedule
Creating the Default Labor Schedule
Time & Material Labor Schedule window
Labor ItemStartTime
Business Process Depot Repair Validation Completed
EndTime Mon Tue Wed Thu Fri Sat Sun Labor Rate
Validate Setup
00:00 DoubleLabor07:59
NormalLabor19:5908:00
Labor Overtime20:00 23:59
OvertimeLabor 100:00 23:59
Creating the Default Labor Schedule Responsibility: Depot Repair Super User Navigation Path: (N) Service Request > Setup > Charges > T&M Labor Schedule Notes
1. Use the checkboxes for the appropriate days of the week for each labor item in the business process.
2. Ensure that your start and end times do not overlap for the same labor item. 3. You may select Validate Setup to check your entries. If your entries do not overlap, a check
appears in the Validation Completed box.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 29
Setting Up the Defaulting Rules for Billing Operating Units
Setting Up the Defaulting Rules for Billing Operating Units
Set the precedence order for the rules to define a default operating unit for charges
Operating Unit of the Contract
Operating Unit of the Installed base product
Profile Option MO: Operating Unit
Operating Unit Stamped on the Service Request
Note: Always set a value for the profile option MO: Operating Unit
Setting Up the Defaulting Rules for Billing Operating Units Responsibility: Depot Repair Super User Navigation Path: (N) Service Request > Setup > Charges > Multi Org. Setup In a multi-org environment, your system administrator uses the Service Request Multi Org. Setup window to assign a sequence to the four available rules to define a default operating unit for Charges. Based on these rules, an operating unit is derived for use in the charge lines. The following describes the rules. Operating Unit of the Contract: If a contract is associated with the service request, then the operating unit of the contract is used. Operating Unit of the Installed Base Product: If an Install Base item is associated with the service request, then the operating unit of the Install Base item is used. Profile Option MO: Operating Unit : The operating unit set in this profile is used. Operating Unit Stamped on the Service Request: The operating unit associated with the service request is used.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 30
Setting Up Oracle Knowledge Management
Setting Up Oracle Knowledge Management
Optional
You can search the knowledge base from the Repair Estimates tab or from the Quick MenuUse Knowledge Management for assistance with the resolution of repairs
Knowledge Management setup steps are described in the 11i Service Request Fundamentals course.There are no implementation steps specifically for Oracle Depot Repair.
Setting Up Knowledge Management Responsibility: Knowledge Base System Administrator Navigation Path: (N) Core Service > Setup > Create Type For more details, please refer to the Oracle Knowledge Management Implementation Guide and the course 11i Service Request Fundamentals.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 31
Miscellaneous Setups
Miscellaneous Setups
Set Up Oracle Install Base• For details of setting up Oracle Install Base transaction
subtypes, see Setting Up Oracle TeleService: Charges
Set Up Counters *
Set Up Oracle Service Contracts *
* Note: These modules have no implementation steps specifically for Oracle Depot Repair
Miscellaneous Setups For more details of setting up Oracle Install Base and Counters, please refer to the Oracle Install Base Implementation Guide and the course 11i Service Request Fundamentals. For details of setting up Oracle Service Contracts, see Oracle Service Contracts Concepts and Procedures.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 32
Setting Up Oracle Common Application Components
Setting Up Oracle Common Application Components
Set Up Notes *
Set Up Resource Manager *Set Up Tasks• You should set up task status transition rules• Map the task status to the Depot Repair responsibility
being usedSet Up Assignment Manager *
The following three modules are required for Task Mode only, not for WIP
* Note: These modules have no implementation steps specifically for Oracle Depot Repair
Setting Up Oracle Common Application Components For details of the the steps shown in the slide, please refer to the Oracle Common Application Components Implementation Guide.
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 33
Summary
Summary
In this lesson, you should have learned how to do the following:• Confirm the setups in the Oracle applications which
are prerequisites to Oracle Depot Repair
Copyright © Oracle Corporation, 2003. All rights reserved.
Prerequisite E-Business Suite Setups and Integations Chapter 3 - Page 34
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 1
Oracle Depot Repair Specific Setup Steps Chapter 4
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 2
Oracle Depot Repair Specific Setup Steps
Oracle Depot Repair Specific Setup Steps
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 3
Objectives
Objectives
After completing this lesson, you should be able to do the following tasks specific to Oracle Depot Repair:• Set up repair types and reason codes• Define lookup codes and profile options
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 4
Agenda
Agenda
• Set up Repair Types• Set up Reason Codes• Define Lookup Codes• Define Profile Options
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 5
Categories for the Repair Types
Categories for the Repair Types
Each repair type must have one of the following Repair Type Ref values:• Advance Exchange• Exchange• Loaner• Loaner, Repair and Return• Repair and Return• Replacement• Standard
Repair Type Ref
Categories for the Repair Types You may create your own repair types, but each repair type must have one of the Repair Type Ref values shown on the slide. The Repair Type Ref values drive the application processing steps. The list of Repair Type Ref names is not extendable.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 6
Repair Types Setup
Repair Types Setup
Oracle Depot Repair supports the following seeded repair types: - Advance Exchange - Exchange - Loaner - Loaner, Repair and Return - Repair and Return - Replacement - Standard
You can set up your own repair types- Copy and customize a seeded repair type
Repair Types Setup While creating repair orders, product transactions are generated based on the default transaction billing types defined in repair types. Also, the processing of product transaction lines are determined by the definition of the repair types. The parameters that control this background processing are chosen when you set up your repair types. The slide shows the seeded repair types. You can also define your own repair types, each of which must have one of the Repair Type Ref values, by making a copy of a seeded repair type, and customizing the copy as necessary. Note Each of the seeded Repair Types has the same name as its corresponding Repair Type Ref value. Any new repair type that you create will have a different repair type name, but it must one of the allowable Repair Type Ref values.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 7
Repair Types Form
Repair Types Form
AdvanceExchange
Depot Repair
None / NotApplicable
AdvanceExchange
Business Process
Repair Type Ref
Repair Type
RepairMode
Automatically enter and book RMA
Repair andReturn
Depot Repair
Work In Process
Repair and Return
Pre-Repair and Post-Repair Service Activities
Repair Type Details (main fields only)
Repair Type Summary (main fields only)
Expense *Labor *
Material Material Transaction
Billing Type
Service Activity Code
Material
•- tabs with same-namedfields as Material tab
See later slide for details
Repair Types Form Responsibility: Depot Repair Super User Navigation Path: (N) Depot Repair > Setup > Repair Types The Repair Types form is the main form for setting up the proper processing and management of repair orders by the application and service organization. The Repair Types screen determines, for each repair type, how each seeded repair type is used in the service organization, whether Task Mode or WIP Mode is used in repair management, and whether RMA charge lines are automatically entered and booked when a repair order of the specified repair type is created. A service organization can also make a copy of the selected repair type, and customize as necessary.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 8
Loaner, Repair and Return Activities
ShipLoaner
ReceiveLoaner
Receive DefectiveProduct
Ship RepairedProduct
Customer
Depot
3
4
1
2
Loaner, Repair and Return Activities This slide shows the repair type that has the most real-world activities associated with it. This is reflected in the data processing setup – the Loaner, Repair and Return repair type has four service activities defined for it, the first two for the pre-repair stage, the last two for the post-repair stage.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 9
Pre-Repair and Post-Repair Service Activities
Pre-Repair and Post-Repair Service Activities
Repair Type
Pre-Repair Post-Repair
Repair and Return
AdvanceExchange
Loaner, Repair and Return
Replacement
2
RMA
Return for Repair
Return Exchange
Return for Repair
---
1
Ship
---
---
Loaner
---
4
RMA
---
---
Return Loaner
---
3
Ship
Return Repaired
Ship Exchange
Return Repaired
Replacement
Pre-Repair and Post-Repair Service Activities [The numbers on the slide refer to the step numbers on the previous slide,“Loaner, Repair and Return Activities.”] This slide complements the previous Repair Types Form slide to show the details of how pre-repair and post-repair service activities are set up for the main repair types. Apart from Loaner, Repair and Return, each of the other seeded repair types has at most one pre-repair and one post-repair service activity associated with it.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 10
Setting Up Repair Types
Setting Up Repair Types
For each repair type, set up the following:• Repair Mode• Repair Type Ref• Business Process• Default Pre-Repair and
Post-Repair Service Activities• Billing Types and Service Activities for
material, labor, and expense charge lines • Preferences to control
– the automatic creation and booking of RMA lines
Setting Up Repair Types Use the Repair Types form to perform the following tasks: • Select Repair Modes for Repair Types. A repair order is created with the repair mode defined
in the repair type. • Select Repair Type Ref for custom Repair Types. • Select Business Process for Repair Types. • Select default Service Activity Codes for RMA and Sales Order lines for Repair Type. The
default product transactions are created with the order and line types associated with the service activity Billing Type for the repair type and repair item. This classifies the created sales order and RMA order lines for respective repair types.
• Select Billing Types and enter Service Activity Code for material, labor, and expense charge lines. You can enter more than one Billing Type and Service Activity Code for material and expense charge lines. This classifies the material, labor, and expense charge lines for Order Management processing. This is needed only if using Repair Estimates functionality. [Note: in the Material, Labor, and Expense tabs of the Repair Types form, the term “Service Activity Code” is used – this is the same as “Service Activity”, and the terms can be used interchangeably]
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 11
• Select preferences to process Product Transaction lines for Repair Types by selecting Automatically Enter and Book RMA.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 12
Reason Codes
RMA APPRVEST HOLDREJECT_1REJECT_2REV_EST WAIT_1 WAIT_2
Reason Codes
Reason Codes are values defined for the different reasons that affect the return of a product for repairDepot Repair provides the following seeded Reason Codes:
Customer approves the RMAEstimate approved Repair on holdProduct not repairableDeclined repair Revised estimate approved Customer contactedAwaiting approval
You can add your own reason codes
Reason Codes Reason Codes are values defined to categorize the different reasons that affect the return of a product for repair. Reason Codes relate to the depot’s repair acceptance, and customer approval of the repair estimate.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 13
Setting Up Reason Codes
Setting Up Reason Codes
Application Object Library Reason Lookups (main fields only)
CSD_REASONType
ReasonMeaning
Depot RepairApplication
Access Level
Extensible
User
System
Meaning To Code From EST Estimate Approved 31-AUG-2000HOLD Repair On-Hold 31-AUG-2000WAIT_1 Customer Contacted 10-AUG-2001
EnabledEffective Dates
Setting Up Reason Codes Responsibility: Depot Repair Super User Navigation Path: (N) Depot Repair > Setup > Reason Set up your own reason codes for the lookup type CSD_REASON.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 14
Defining Lookup Codes
Defining Lookup Codes
From the Application Developer Navigator form, use the followingpath to navigate to the Applications Object Library Lookups form: Application > Lookups > Application Object Library• The general lookups form layout is the same as the
Application Object Library Reason Lookups window, which is used to provide your own Oracle Depot Repair reason codes
The following slides show the lookup types that are seeded in Oracle Depot Repair
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 15
Defining Lookup Codes (continued)
CSD_EVENTRepair Event• Customer Approved, • Charges Recorded,…
CSD_EST_BILLING_TYPEEstimate Billing Type• Material, Labor, Expense
CSD_ESTIMATE_STATUSEstimate Status• Accepted, Bid,…
Defining Lookup Codes (continued)
CSD_APPROVAL_STATUSRepair Approval Status• Approved, Rejected
CSD_REASONReason for current status of repair process• Estimate Approved,• Repair On Hold,…
CSD_PROD_ACTION_TYPEDepot Repair Order Product Transaction Action Types• Return Product, Ship Product,…
CSD_PRODUCT_ACTION_CODEProduct Transaction Action Code for Repair Orders• Customer Product, Exchange,…
CSD_PRODUCT_TXN_STATUSProduct Transaction Line Status• Booked, Entered, Received,…
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 16
Defining Lookup Codes (continued)
Defining Lookup Codes (continued)
CSD_REJECT_REASONEstimate Reject Reasons• Customer Reject,• Machine Not Available,…
CSD_REPAIR_MODERepair Mode for the depot repair processes• Work In Process, Task,…
CSD_REPAIR_STATUSRepair Status• Closed, Open, Hold
CSD_REPAIR_TYPESDepot Repair Types• Advance Exchange,• Return and Repair,…
CSD_RO_TXN_STATUSRepair Order Transaction Status• OM Booked, OM Received,• OM Released,…
CSD_UNIT_OF_MEASURELead Time Unit of Measure• Hour, Week, Day,…
CSD_WIP_JOB_STATUSRepair Job Status• Released, Unreleased
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 17
Setting Up Profile Options
Logging in as the System Administrator, you can change system-wide profile option values as follows:
(1) Navigate to the System Profile Values form: Profile > System.(2) Search for the profile option you want.(3) In the System Profile Values form, change the profile option
at the levels you require.
Setting Up Profile Options
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 18
Setting Up Profile Options (continued)
Setting Up Profile Options (continued)
CSD: Allow Charge Override for Estimates *Whether to allow override of Charge field for Estimate lines.
CSD: Allow Creating WIP Job without RMA *Whether creation of WIP job without RMA is allowed.
CSD: CSD_PRINTER_NAMEPrinter for printing repair estimate report.• <Printer_Name>
CSD: Allow Internal Repair *Whether internal repair is allowed.
CSD: Allow Processing Product Txn w/o Serial Number *Whether to allow processing of product transaction without a serial number.
CSD: CSD_PRINTER_REQUIRED *Whether a printer is required.
* - values are Yes or No
Notes on Profile Options CSD: Allow Internal Repair This allows users to view and select products that are in in-house inventory when they create a repair order. The Serial Number and IB Ref Number LOVs for the repair order will display product instances within the service organization along with the product instances at customer site. Note that a user wishing to create a repair order against an internally owned product instance will need to leave the product-related fields blank in the Service Request Header section of the Depot Repair Workbench. For leaving the Product field blank for the service request, the following profile option “CSD: Require Product For Service Request” should be set to No. CSD: Allow Processing Product Txn w/o Serial Number
1. If the profile option value is No, then the Serial number field is mandatory. If the profile option value is Yes, then the Serial number field is not mandatory. If the Serial number field is not mandatory, the user will not be able to automate the shipping of the sales order directly from Oracle Depot Repair; rather, the user will need to provide the serial number before shipping.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 19
2. This profile option applies only for product transaction lines of line category Order, that is, it does not apply for product transaction lines of line category Return. Hence it does not apply to RMA lines. This means that, if the product transaction line is of line category “Return”, the Serial number field is mandatory for serialized items, regardless of the value of this profile option.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 20
Setting Up Profile Options (continued)
CSD: Debug LevelDebug level for Depot Repair transactions.• 1 to 10
Setting Up Profile Options (continued)
* - values are Yes or No
CSD: Default Pick Release Rule for Sales OrdersDefault pick release rule for repair order related sales orders.This is a mandatory profile option.• Released or Unreleased
CSD: Default Price ListDefault price list for the Depot Repair application.• <Price_List>
CSD: Default Country CodeDefault country code for phone number fields.• <Country_Code>
CSD: Customer Approval Required *Whether customer approval of the estimate is required for creating repair job.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 21
Setting Up Profile Options (continued)
CSD: Default Return Reason Code for RMAsDefault return reason code for RMA product transaction• Damaged Product, …
Setting Up Profile Options (continued)
CSD: Default Repair TypeDefault repair type for new repair orders• Advance Exchange, Exchange, …
CSD: Default Repair Job StatusDefault status for repair jobs• Standard, …
CSD: Default Sales RepresentativeDefault sales representative for the Depot Repair application.• <Sales_Representative>
CSD: Directory for Depot Repair Log FilesDirectory where Depot Repair places log files. This is a mandatory profile option.• <Value specified at implementation time>
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 22
Setting Up Profile Options (continued)
Setting Up Profile Options (continued)
CSD: Enable Estimates *Whether the Repair Estimate tab appears.
CSD: Enable Knowledge Management *Whether the Knowledge Base section in the Repair Estimate tab is enabled.
CSD: Repair Mode for Depot Repair OrdersRepair mode for Depot Repair processes - site level.• Work In Process, Task, None / Not Applicable, All
CSD: Require Product For Service Request *Whether product is required for service request creation. This defaults to Yes.
* - values are Yes or No
Notes on Profile Options CSD: Require Product For Service Request When this profile option is set to Yes, a product will be required in order to create a service request. When this profile is set to No, no product will be required in order to create a service request. Also, when the profile is set to No, the user can specify an install base product without specifying a reference number in the service request.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 23
Non-Depot Repair Profile Options
The following two profile options either both have to be defined or both have to be NULL. These two profile options, if set, restrict the Service Request Owner LOV by the selected profile values in the Repair Order form
• Service: Default Group Owner for Service Requests• Service: Default Group Owner Type for Service Request
Service Request Owner• Service: Default Service Request Owner
Defaults the service request owner in the Repair Order form. • Service: Default Service Request Owner Type
Defaults the service request owner type. This field is not displayed in the Repair Order form.
Non-Depot Repair Profile Options
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 24
Non-Depot Repair Profile Options (continued)
• Service: Inventory Validation OrganizationIn Oracle Depot Repair, items are validated against the organization specified by this profile. This is mandatory and can usually be set to the master inventory organization
• The following profiles determine the default values for the corresponding fields in the Repair Tasks tab in the Repair Order form:
- Task Manager: Default Task Status - Task Manager: Default Task owner- Task Manager: Default Priority- Task Manager: Default Task Type- Task Manager: Owner Type for a Task
Non-Depot Repair Profile Options (continued)
Notes on Profile Options Task Manager: Default Task Status 1. If a status transition rule is defined and is mapped to the Oracle Depot Repair responsibility
being used, then this profile option is mandatory. This profile option specifies the default starting status for a task in the Repair Tasks tab in the Repair Order form. If this profile option is not set, then when creating a task, the Status LOV will have no values.
2. If no status transition rule is mapped to the Oracle Depot Repair responsibility, then this profile option is not mandatory, and the task status LOV in this case will list all the task statuses.
3. Oracle recommends that you set up status transition rules.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 25
Non-Depot Repair Profile Options (continued)
• Server TimezoneThis profile determines the server timezone, and is mandatory. It is used in the Product Coverage tab to sort the contracts by response resolution time
Logging in as the System Administrator, you can change system-wide profile option values as follows:
(1) Navigate to the System Profile Values form: Profile > System.(2) Search for the profile option you want.(3) In the System Profile Values form, change the profile option
at the levels you require.
Non-Depot Repair Profile Options (continued)
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 26
Guided Demonstration - Creating a Repair Type
This demonstration shows how to perform the following tasks:
• Create a service activity
• Associate the service activity with a business process
• Create an Oracle Install Base transaction sub type related to the new service activity
• Create a repair type using the new service activity
• Create a repair order with the new repair type
Assumptions
Note: all <xx> references in this demonstration represent the initials of your name.
Creating a Service Activity
1. Navigate to the Service Activities and Billing Types window.
• (N) Service Request > Setup > Charges > Service Activities and Billing Types
2. In the Service Activities area, enter the following data:
Name Express Replacement <xx>
Line Category Order
Dept Repair Quantity Update On
3. Click (I) Save.
4. In the Billing Types area, enter the following data:
Name Material
5. Click (I) Save.
6. In the Order Management Header & Line Types area, enter the following data:
Operating Unit Vision Operations
Order Type Mixed
Line Type Standard (Line Invoicing)
7. Click (I) Save.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 27
Associating the Service Activity with a Business Process
8. Navigate to the Service Business Process window.
• (N) Service Request > Setup > Charges > Service Business Process
9. Search for the Depot Repair service business process.
10. In the Service Activities area, enter a new row as follows:
Service Activity Express Replacement <xx>
11. Click (I) Save.
Creating an Oracle Install Base Transaction Sub Type
12. Navigate to the Transaction Sub Types window.
• (N) Service Request > Setup > Charges > Install Base Transaction Types
13. Check the Service Type checkbox.
14. In the Name field, select Express Replacement <xx>.
15. In the Source Info area, select the following data:
Change Owner On
Change Owner To External
Status Replacement
16. In the Non Source Info area, select the following data:
Reference Reqd On
Status Replaced
17. In the Source Transaction Types area, enter a row with the following data:
Application Name Oracle Order Management
Transaction Name Order Management - Ship/Fulfill (This automatically populates the Transaction Type and Description fields)
Update IB On
18. Click (I) Save.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 28
Creating a Repair Type
19. Navigate to the Repair Types window.
• (N) Depot Repair > Setup > Repair Types
20. In the Repair Types Summary area, enter a new row as follows:
Repair Type Express Replacement <xx>
Description Express Replacement <xx>
Business Process Depot Repair
Repair Mode None/Not Applicable (select this option)
Repair Type Ref Replacement
Pre-Repair RMA <leave blank>
Pre-Repair Ship <leave blank>
Post-Repair RMA <leave blank>
Post-Repair Ship Express Replacement <xx>
21. In the Repair Type Details area, check the two checkboxes: − Automatically order and book RMA − Automate order process steps through:
22. Select the Ship Confirm radio button.
23. In the Material tab, enter the following data:
Billing Type Material
Service Activity Code Material Transaction
24. In the Labor tab, enter the following data:
Billing Type Labor
Service Activity Code Labor Transaction
25. In the Expense tab, enter the following data:
Billing Type Expense
Service Activity Code Expense Transaction
26. Click (B) Save.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 29
Creating a Repair Order with the New Repair Type
27. Navigate to the Repair Orders Search form.
• (N) Depot Repair > Repair Orders
28. Click (B) New.
In the Service Request Information area, enter the following data:
Installed Products Only On
Account 1608
Contact ID 2817
Serial Num EM600000 (If this serial number is not available, select one of the other serial numbers starting with EM60000.)
Summary Hard Disk Failure
29. Click (I) Save.
You have created a new service request.
30. In the Repair Order Information area, in the Repair Type field, select Express Replacement <xx>.
31. Click (I) Save.
You have created a new repair order, with repair type Express Replacement <xx>.
Creating the repair order has activated the Receive/Ship tab.
32. Click (T) Receive/Ship.
One charge line has been created: − A SHIP line for shipping out the replacement product to the customer
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 30
Practice - Creating a Repair Type
Overview
In this practice you will perform the following operations:
• Create a service activity
• Associate the service activity with a business process
• Create an Oracle Install Base transaction sub type related to the new service activity
• Create a repair type using the new service activity
• Create a repair order with the new repair type
Assumptions
• Depot Repair Super User responsibility
• Sign-on information: User - sanderson, Password - welcome
• You must have access to an Oracle Application Vision database or comparable training or test instance at your site on which to complete this practice.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 31
Tasks
Note: all <xx> references in this practice represent the initials of your name.
Create a Service Activity
Start by navigating the path Service Request > Setup > Charges > Service Activities and Billing Types.
In the Service Activities and Billing Types window, create and save a service activity with the following properties:
Name Express Replacement <xx>
Line Category Order
Dept Repair Quantity Update On
In the Billing Types area, create and save a row with the Material billing type.
In the Order Management Header & Line Types area, create and save a row as follows:
Operating Unit Vision Operations
Order Type Mixed
Line Type Standard (Line Invoicing)
Associate the Service Activity with a Business Process
In the Service Business Process window, associate the service activity Express Replacement <xx> with the Depot Repair service business process.
Create an Oracle Install Base Transaction Sub Type
In the Transaction Sub Types window, create and save an Oracle Install Base transaction sub type associated with the service activity Express Replacement <xx>, as follows:
(a) Check the Service Type checkbox.
(b) In the Name field, select Express Replacement <xx>.
(c) In the Source Info area, select the following data:
Change Owner On
Change Owner To External
Status Replacement
(d) In the Non Source Info area, select the following data:
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 32
Reference Reqd On
Status Replaced
(e) In the Source Transaction Types area, enter a row with the following data:
Application Name Oracle Order Management
Transaction Name Order Management - Ship/Fulfill
Update IB On
Create a Repair Type
Create and save a new repair type as follows:
(a) In the Repair Types Summary area, enter a row with the following data:
Repair Type Express Replacement <xx>
Description Express Replacement <xx>
Business Process Depot Repair
Repair Mode None/Not Applicable (select this option)
Repair Type Ref Replacement
Pre-Repair RMA <leave blank>
Pre-Repair Ship <leave blank>
Post-Repair RMA <leave blank>
Post-Repair Ship Express Replacement <xx>
(b) In the Repair Type Details area, check the two checkboxes: − Automatically order and book RMA − Automate order process steps through:
(c) Select the Ship Confirm radio button.
(d) In the Material tab, enter the following data:
Billing Type Material
Service Activity Code Material Transaction
(e) In the Labor tab, enter the following data:
Billing Type Labor
Service Activity Code Labor Transaction
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 33
(f) In the Expense tab, enter the following data:
Billing Type Expense
Service Activity Code Expense Transaction
(g) Click Save.
Create a Repair Order with the New Repair Type
Navigate to the Repair Orders Search form, click New, then in the Service Request Information area, enter and save the following data to create a service request:
Installed Products Only On
Account 1608
Contact ID 2817
Serial Num EM600000 (If this serial number is not available, select one of the other serial numbers starting with EM60000.)
Summary Hard Disk Failure
Create a repair order with the repair type Express Replacement <xx> (you do not need to enter any information in the Details tab).
Click the Receive/Ship tab to see the Ship line created for the replacement product.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 34
Solution - Creating a Repair Type
Creating a Service Activity
1. Navigate to the Service Activities and Billing Types window.
• (N) Service Request > Setup > Charges > Service Activities and Billing Types
2. In the Service Activities area, enter the following data:
Name Express Replacement <xx>
Line Category Order
Dept Repair Quantity Update On
3. Click (I) Save.
4. In the Billing Types area, enter the following data:
Name Material
5. Click (I) Save.
6. In the Order Management Header & Line Types area, enter the following data:
Operating Unit Vision Operations
Order Type Mixed
Line Type Standard (Line Invoicing)
7. Click (I) Save.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 35
Associating the Service Activity with a Business Process
8. Navigate to the Service Business Process window.
• (N) Service Request > Setup > Charges > Service Business Process
9. Search for the Depot Repair service business process.
10. In the Service Activities area, enter a new row as follows:
Service Activity Express Replacement <xx>
11. Click (I) Save.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 36
Creating an Oracle Install Base Transaction Sub Type
12. Navigate to the Transaction Sub Types window.
• (N) Service Request > Setup > Charges > Install Base Transaction Types
13. Check the Service Type checkbox.
14. In the Name field, select Express Replacement <xx>.
15. In the Source Info area, select the following data:
Change Owner On
Change Owner To External
Status Replacement
16. In the Non Source Info area, select the following data:
Reference Reqd On
Status Replaced
17. In the Source Transaction Types area, enter a row with the following data:
Application Name Oracle Order Management
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 37
Transaction Name Order Management - Ship/Fulfill (This automatically populates the Transaction Type and Description fields)
Update IB On
18. Click (I) Save.
Creating a Repair Type
19. Navigate to the Repair Types window.
• (N) Depot Repair > Setup > Repair Types
20. In the Repair Types Summary area, enter a new row as follows:
Repair Type Express Replacement <xx>
Description Express Replacement <xx>
Business Process Depot Repair
Repair Mode None/Not Applicable (select this option)
Repair Type Ref Replacement
Pre-Repair RMA <leave blank>
Pre-Repair Ship <leave blank>
Post-Repair RMA <leave blank>
Post-Repair Ship Express Replacement <xx>
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 38
21. In the Repair Type Details area, check the two checkboxes: − Automatically order and book RMA − Automate order process steps through:
22. Select the Ship Confirm radio button.
23. In the Material tab, enter the following data:
Billing Type Material
Service Activity Code Material Transaction
24. Click the Labor tab, and enter the following data:
Billing Type Labor
Service Activity Code Labor Transaction
25. Click the Expense tab, and enter the following data:
Billing Type Expense
Service Activity Code Expense Transaction
26. Click (B) Save.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 39
Creating a Repair Order with the New Repair Type
27. Navigate to the Repair Orders Search form.
• (N) Depot Repair > Repair Orders
28. Click (B) New.
In the Service Request Information area, enter the following data: Installed Products Only On
Account 1608
Contact ID 2817
Serial Num EM600000 (If this serial number is not available, select one of the other serial numbers starting with EM60000.)
Summary Hard Disk Failure
29. Click (I) Save.
You have created a new service request.
30. In the Repair Order Information area, in the Repair Type field, select Express Replacement <xx>.
31. Click (I) Save.
You have created a new repair order, with repair type Express Replacement <xx>.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 40
Creating the repair order has activated the Receive/Ship tab.
32. Click (T) Receive/Ship.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 41
One charge line has been created: − A SHIP line for shipping out the replacement product to the customer
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 42
Practice - Creating a Special Repair Type
Overview
When you create a repair type, you can set the checkbox to automatically order and book an RMA line. In the practice that you performed earlier in the course, when you created a repair order with the repair type Return and Repair, the RMA line appeared with the Booked status. This was because the standard Return and Repair repair type, in the Oracle Application Vision database, has the checkbox set to automatically order and book an RMA line.
There may be times when you do not want to have the RMA line automatically booked when the repair order is created for a "repair and return" situation.
In this practice you will perform the following operations:
• Create a special "Return and Repair" repair type, which will not automatically order and book RMA lines
• Create a repair order with the new repair type
Assumptions
• Depot Repair Super User responsibility
• Sign-on information: User - sanderson, Password - welcome
• You must have access to an Oracle Application Vision database or comparable training or test instance at your site on which to complete this practice.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 43
Tasks
Note: all <xx> references in this practice represent the initials of your name.
Create a Special "Return and Repair" Repair Type
Create and save a new repair type as follows:
(a) In the Repair Types Summary area, enter a row with the following data:
Repair Type Repair and Return <xx>
Description No Auto Book RMA
Business Process Depot Repair
Repair Mode Work In Process
Repair Type Ref Repair and Return
Pre-Repair RMA Return for Repair
Pre-Repair Ship <leave blank>
Post-Repair RMA <leave blank>
Post-Repair Ship Return Repaired
(b) In the Repair Type Details area, leave the following two checkboxes unchecked: − Automatically order and book RMA − Automate order process steps through:
(c) In the Material tab, enter the following data:
Billing Type Material
Service Activity Code Material Transaction
(d) In the Labor tab, enter the following data:
Billing Type Labor
Service Activity Code Labor Transaction
(e) In the Expense tab, enter the following data:
Billing Type Expense
Service Activity Code Expense Transaction
(f) Click Save.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 44
Create a Repair Order with the New Repair Type
Navigate to the Repair Orders Search form, click New, then in the Service Request Information area, enter and save the following data to create a service request:
Installed Products Only On
Account 1608
Contact ID 2817
Serial Num EM600000 (If this serial number is not available, select one of the other serial numbers starting with EM60000.)
Summary Hard Disk Failure
Create a repair order with the repair type Return and Repair <xx> (you do not need to enter any information in the Details tab).
Click the Receive/Ship tab to see the two lines created and the line statuses.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 45
Solution - Creating a Special Repair Type
Creating a Special "Return and Repair" Repair Type
1. Navigate to the Repair Types window.
• (N) Depot Repair > Setup > Repair Types
2. In the Repair Types Summary area, enter a new row as follows:
Repair Type Repair and Return <xx>
Description No Auto Book RMA
Business Process Depot Repair
Repair Mode Work In Process
Repair Type Ref Repair and Return
Pre-Repair RMA Return for Repair
Pre-Repair Ship <leave blank>
Post-Repair RMA <leave blank>
Post-Repair Ship Return Repaired
3. In the Repair Type Details area, uncheck the two checkboxes: − Automatically order and book RMA − Automate order process steps through:
4. In the Material tab, enter the following data:
Billing Type Material
Service Activity Code Material Transaction
5. Click the Labor tab, and enter the following data:
Billing Type Labor
Service Activity Code Labor Transaction
6. Click the Expense tab, and enter the following data:
Billing Type Expense
Service Activity Code Expense Transaction
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 46
7. Click (B) Save.
Creating a Repair Order with the New Repair Type
8. Navigate to the Repair Orders Search form.
• (N) Depot Repair > Repair Orders
9. Click (B) New.
In the Service Request Information area, enter the following data: Installed Products Only On
Account 1608
Contact ID 2817
Serial Num EM600000 (If this serial number is not available, select one of the other serial numbers starting with EM60000.)
Summary Hard Disk Failure
10. Click (I) Save.
You have created a new service request.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 47
11. In the Repair Order Information area, in the Repair Type field, select Return and Repair <xx>.
12. Click (I) Save.
You have created a new repair order, with repair type Return and Repair <xx>.
Creating the repair order has activated the Receive/Ship tab.
13. Click (T) Receive/Ship.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 48
Two charge lines have been created: − A RMA line, with Status = Entered − A SHIP line, with Status = Entered
Note that, unlike in the previous practice when you created a repair order of type Return and Repair, this time the RMA line has not been booked, nor does the RMA line contain a value in the Order Num field.
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 49
Summary
Summary
In this lesson, you should have learned how to do the following tasks specific to Oracle Depot Repair:• Set up repair types and reason codes• Define lookup codes and profile options
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Depot Repair Specific Setup Steps Chapter 4 - Page 50