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For example, a customer logs a service request for a malfunctioning computer system. After trying to correct the problem remotely for a few hours, a technician is dispatched to fix the problem on-site. The technician works on the problem for some time, replaces some components, and finally ascertains that the problem lies with a major subcomponent that cannot be fixed in the field. The technician ships the subcomponent back to the repair depot for in-house repair, and the subcomponent is repaired and shipped back to the customer. At that point, a field engineer is dispatched again, this time to install the subcomponent. Service billing allows you to consolidate all of the labor, material, and expenses incurred during remote support, field service, and depot repair into a single charge with multiple lines, then bill the customer after the problem has been completely resolved.

Before you bill customers for services rendered, you can use the Apply Service feature to discount the charges for each product associated with a support service program. Alternatively, you can choose to discount charges manually. Oracle Service uses Oracle Order Entry/Shipping's OrderImport functionality to create one or more sales orders from the charges you enter.

The service billing module uses transaction types to determine the impact of each charge line. Examples of transaction types include Repair, Replacement, Material Transaction, Labor Transaction, Expense Transaction, and Expense Travel. You can define an unlimited number of transaction types.

See Also

Material Transactions for Depot Repair and Field Service

Overview of Service Requests

Overview of Field Service

Overview of Depot Repair

Setting Up Order Transaction Types