Siebel Field Service Guide > Repairs > Setting Up and Configuring Repairs >

Processing Defective Items for Repair

To receive defective parts with an RMA

  1. Navigate to the Receiving screen.
  2. In the Show drop-down list, make sure All Pending Orders is selected.
  3. In the Pending POs/ROs/RMAs list, select an RMA Repair Return order.
  4. Click the hyperlink in the Receive Type field.

    5. The Receive RMA view appears.

  5. In the Line Items list, select a line Item.
  6. In the Received Line Item list, create a record describing the received item.
  7. Enter values in the fields, as needed.
  8. If the item is a serialized asset, in the Serial Numbers list, create a record for it.
  9. Enter values in the fields, as needed.
  10. In the Receive RMA form, click Process Receipt.

To receive defective parts over the counter

  1. Navigate to the Repairs screen.
  2. Do one of the following:
  3. Copy the value in the Repair # field.
  4. Navigate to Site Map > Inventory Transactions.
  5. In the More Info view, click the show more button.
  6. Create an inventory transaction record.
    1. In the Type field, select Over-the-counter.
    2. In the Repair ID field, enter (paste) the repair number.
    3. Enter values for the required fields.

To receive defective parts by stock transfer

  1. Navigate to the Receiving screen.
  2. In the Show drop-down list, make sure All Pending Orders is selected.
  3. In the Pending Internal Orders list, select an order.
  4. Click the hyperlink in the Receive Type Field.

    5. The Receive Internal Order view appears.

  5. In the Line Items list, select a record.
  6. In the Received Line Item list, create a new record.
  7. Enter receipt details, as needed.
  8. In the Serial Numbers list, create a new record.
  9. Enter serialized asset details, as needed.
  10. In the Receive Internal Order list, click Process Receipt.

To create a repair record

  1. Navigate to the Repairs screen.
  2. Create a new repair record.
  3. If this repair record is for a serialized item, in the Asset # field, select an asset.
  4. Associate the repair record with its service request by entering it in the SR # field.
  5. 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

  1. Navigate to the Repairs screen.
  2. Select a repair record.
  3. Click the Activity Plans tab.
  4. Add an activity plan record.
  5. In the Template field, select an activity template.

    6. This populates the Activities list with the activities in the template.

To view or update repair activities

  1. Navigate to the Repairs screen.
  2. Select a Repair record.
  3. Click the Activities tab.
  4. Select an activity record.
  5. Change the value of any field.

To track the movement of a defective part

  1. Navigate to the Repairs screen.
  2. Select a repair record.
  3. In the More Info view, click the show more button.
  4. 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

  1. Navigate to the Repairs screen.
  2. Select a repair record.
  3. In the More Info view, click the show more button.
  4. Do one of the following:
    1. To associate a repair order, in the Repair # field, select a repair order.
    2. To associate an RMA repair return, in the RMA # field, select an RMA.
    3. To associate a service request, in the SR # field, select a service request.

To create a repair order

  1. Navigate to the Orders screen.
  2. In the Show drop-down list, make sure one of the Service Orders options is selected.
  3. Add a new order record.
    1. In the Type field, select Repair Order.
    2. Enter values for the required fields.
  4. Click the Line Items view tab.
  5. Create a record for each item to be repaired.
  6. Complete the required fields.

To ship a defective part to an external repair provider

  1. Navigate to the Repairs screen.
  2. Select a repair record or create a new repair record.
  3. Copy the value in the Repair # field.
  4. Navigate to Site Map > Inventory Transactions.
  5. Create a transaction record.
  6. In the More Info tab, click the show more button.
  7. In the Type field, select Ship to TP.
  8. In the Repair ID field, enter (paste) the repair number.
  9. Complete the required fields.

To receive a repaired item from a third-party vendor

To return a repaired or exchanged part to a customer

  1. Navigate to the Orders screen.
  2. In the Show drop-down list, make sure one of the Service Orders options is selected.
  3. Add a new order record.
    1. In the Type field, select RMA Repair Return or RMA Advance Exchange.
    2. Enter values for the required fields.
  4. Click the Line Items view tab.
  5. Create a record for each item to be repaired or exchanged.
  6. Complete the required fields.

To record time and expenses for a repair activity

  1. Navigate to the Repairs screen.
  2. Select a repair record.
  3. Click the Activities view tab.
  4. Select an activity record.
  5. Click the hyperlink in the Type field.

    6. The Activity Attachments view appears.

  6. Click the Time Tracker view tab.
  7. Create a time record and complete the required fields.

    8. For more information, see the Time Tracker View.

  8. Click the Expense Tracker view tab.
  9. Create an expense record and complete the required fields.

To view an asset's repair history

  1. Navigate to the Repairs screen.
  2. Select a repair record.
  3. Copy the value in the Asset # field.
  4. Navigate to the Assets screen.
  5. Query the asset, using the asset number.
  6. Click the Repairs view tab.

    7. The Repairs list shows the repair records for this asset.


 Siebel Field Service Guide 
 Published: 21 April 2003