Siebel Field Service Guide > Repairs > Setting Up and Configuring Repairs >
Processing Defective Items for Repair
Follow these procedures to process defective items for repair. To receive defective parts with an RMA
- Navigate to the Receiving screen.
- In the Pending POs/ROs/RMAs list, select an RMA Repair Return order.
- Click the hyperlink in the Receive Type field.
- Select a line item record in the Line Items subview.
- In the Received Line Item list, create a record describing the received item.
- Enter values in the fields, as needed.
- If the item is a serialized asset, in the Serial Numbers list, create a record for it.
- Enter values in the fields, as needed.
- In the upper Receive RMA form, click Process Receipt.
To receive defective parts over the counter
- Navigate to the Repairs screen.
- In the My Repairs list, do one of the following:
- Query for the repair item record with the repair number.
- Create a new repair record.
- Copy the value in the Repair # field.
- Navigate to the Inventory Transactions screen.
- Create an inventory transaction record.
- In the Type field, select Over-the-counter.
- In the Repair ID field, enter (paste) the repair number.
- Enter values for the required fields.
To receive defective parts by stock transfer
- Navigate to the Receiving screen.
- In the Pending POs/ROs/RMAs list, select an Internal Order.
- Click the hyperlink in the Receive Type Field.
The Receive Internal Order view appears.
- Select a line Item record in the Line Items subview.
- In the Received Line Item list, create a new record.
- Enter receipt details, as needed.
- In the Serial Numbers list, create a new record.
- Enter serialized asset details, as needed.
- In the Receive Internal Order list, click Process Receipt.
To create a repair record
- Navigate to the Repairs screen.
- Create a new repair record.
- If this repair record is for a serialized item, in the Asset # field, select an asset.
- Associate the repair record with its service request by entering it in the SR # field.
- Associate the repair record with its RMA by clicking the Show More button and selecting it in the RMA # field.
To add an activity plan and generate activities for a repair
- Navigate to the Repairs screen.
- Select a repair record.
- In the My Repairs list, drill down on the Repair # field hyperlink.
- Click the Activity Plans view tab.
- In the Activity Plans list create an activity plan record.
- In the Template field, select an activity template.
This populates the Activities list with the activities in the template.
To view or update repair activities
- Navigate to the Repairs screen.
- Select a repair record.
- In the My Repairs list, drill down on the Repair # field hyperlink.
- Select an activity record.
- Change the value of any field.
To track the movement of a defective part
- Navigate to the Repairs screen.
- Select a repair record.
- In the My Repairs list, drill down on the Repair # field hyperlink
- Click the More Info view tab.
- Update the Location, Status, and Availability fields to show the current location and inventory level for a part.
To associate a repair order, RMA, or service request with a repair record
- Navigate to the Repairs screen.
- Select a repair record.
- In the My Repairs list, drill down on the Repair # field hyperlink.
- Click the More Info view tab.
- Do one of the following:
- To associate a repair order, in the RO Item # field, select a repair order.
- To associate an RMA repair return, in the RMA # field, select an RMA.
- To associate a service request, in the SR # field, select a service request.
To create a repair order
- Navigate to the Service Order screen > List view.
- In the My Service Orders list, create a new order record.
- In the Type field, select Repair Order.
- Enter values for the required fields.
- In the My Service Orders list, drill down on the Order # field hyperlink.
- In the Line Items list, create a record for each item to be repaired.
- Complete the required fields.
To ship a defective part to an external repair provider
- Navigate to the Repairs screen.
- Select a repair record or create a new repair record.
- Copy the value in the Repair # field.
- Navigate to the Inventory Transactions screen.
- Create a transaction record.
- In the Type field, select Ship to TP.
- In the Repair ID field, enter (paste) the repair number.
- Complete the required fields.
To receive a repaired item from a third-party vendor, see To receive repaired items from a third-party vendor.
To return a repaired or exchanged part to a customer
- Navigate to the Service Order screen > List view.
- Add a new order record.
- In the Type field, select RMA Repair Return or RMA Advance Exchange.
- Enter values for the required fields.
- In the My Service Orders list, drill down on the Order # field hyperlink.
- In the Line Items list, create a record for each item to be repaired or exchanged.
- Complete the required fields.
To record time and expenses for a repair activity
- Navigate to the Repairs screen.
- Select a repair record.
- In the My Repairs list, drill down on the Repair # field hyperlink.
- In the Activities list, select an activity record.
- Drill down on the Type field hyperlink.
The Activity Attachments view appears.
- Click the Time Tracker view tab.
- Create a time record and complete the required fields.
For more information, see the Time Tracker View.
- Click the Expense Tracker view tab.
- Create an expense record and complete the required fields.
To view an asset's repair history
- Navigate to the Repairs screen.
- Select a repair record.
- In the My Repairs list, drill down on the Asset # field hyperlink.
- Click the Repairs view tab.
The Repairs list shows the repair records for this asset.
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