This chapter provides an overview of the steps required to set up Oracle Depot Repair.
This chapter covers the following topics:
This section provides an overview of the setup steps required to implement Oracle Depot Repair.
Setting up Oracle Depot Repair includes setting up related Oracle applications, such as Oracle Inventory and Oracle Installed Base. In setting up these applications, you might only need to make Depot Repair specific modifications to existing data, like existing items. Check with your implementation team to determine which setup requirements have already been fulfilled.
Oracle Depot Repair requires that the following Oracle modules are installed and set up:
Oracle General Ledger
Oracle Bills of Material
Oracle Inventory
Oracle HRMS
Oracle Work in Process
Oracle Order Management
Oracle Purchasing
Oracle Payables
Oracle Receivables
Oracle Common Application Components
Oracle Installed Base
Oracle Customer Support
Oracle Customer Care
Oracle TeleService
Oracle Advanced Scheduler
Oracle Contracts Core
Oracle Service Contracts
Oracle Field Service
Oracle iSupport
This implementation guide, however, discusses only the Oracle Depot Repair-specific setup steps in detail. For setup of all related applications, please refer to the corresponding documentation as listed in the implementation checklist. Certain Oracle Depot Repair-specific setup steps that you need to perform in other Oracle applications setup windows are also explained in detail in the following chapter.
The following sections detail the key decisions that are to be made before you begin implementation.
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. There may be situations when contact data is already available from other systems. In such cases, you may want to import available customer information along with relationship data.
For example, a service organization already has extensive data on all the customers in its service area. In this scenario, it may serve the agency better if all such data is imported into the system.
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.
Determine the shifts, patterns, and time periods when resources are available to work.
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 the MRP Planner Workbench to Oracle Purchasing.
Determine the information that will go into the Knowledge Base. It is recommended that you identify and list the information sources (for example, the technical manuals, parts catalogs, policies, procedures and FAQs) at the outset.
Define the Service Request Types, profiles, and the attributes associated with each of them. Also identify the owner for each Service Request Type. You would also need to define the criteria based on which duplicate Service Requests will be identified.
While creating Repair Orders, Logistics transactions are generated based on the default transaction billing types defined in Repair Types. Also, the processing of transaction lines are determined by the definition of the Repair Types. For example, if the Repair Type has Auto RMA checked, then the RMA line is interfaced to Order Management and the Sales Order is also booked. You can also define your own Repair Types and link them to the seeded Repair Types.
The following are the seeded Repair Types for Oracle Depot Repair:
Advance Exchange
Exchange
Loaner
Loaner, Repair and Return
Refurbishment
Repair and Return
Replacement
Standard
Third Party Repair
Return Only Repair
These Repair Types determine the proper processing and management of Repair Orders by the application and the depot organization.
Determine the complexity of the repair management processes required by your organization. Either Oracle WIP or the Task Manager (in Oracle Common Application Components) can be used to manage the repair process. WIP mode is recommended for use when the Repair Jobs require series of sequential steps, and materials management. Task mode is recommended for use when the repairs require minimal steps that are not necessarily completed in sequence. To the user, both of these processes are managed via separate tabs in the user interface.
The Oracle Depot Repair application supports the use of both WIP and Task modes for repair management. However, it is advisable to use only one mode to enhance the user experience.
Note: Oracle Depot Repair provides E-records and E-signature (ERES) functionality in WIP mode via Oracle WIP. In Task mode, ERES functionality is available via the Debrief screen for each Task.
Before starting the implementation, identify all your implementation team members and the access privileges they require. Oracle Depot Repair provides Oracle Depot Repair Super User as the seeded implementation responsibility. In addition to this, implementation team members may have to use other responsibilities. You may have to create additional implementation responsibilities if you want to restrict access.
Create Oracle Applications users with appropriate responsibilities for performing implementation procedures. The user name you assign can be used to log on to Oracle Depot Repair. To create the user, use the System Administrator responsibility.
Use the System Administrator responsibility to create the required Oracle Applications user(s). 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
Use the Users window to define Oracle Applications users. Oracle Application user will need to be uniquely identified by an application user name. For detailed instructions on creating application users, please refer to Oracle E-Business Suite System Administrator's Guide.
This checklist summarizes each of the steps you must follow to implement Oracle Depot Repair. It includes setup steps for data that may be shared with other Oracle applications, but is required by Oracle Depot Repair. If you have already defined this information when setting up other Oracle Applications, you can skip these steps.
Since some implementation steps build upon information you define in other steps, you must perform the setup in the order listed.
| Step No. | Setup Step | Reference |
|---|---|---|
| 1 | Define Key Flexfields | Oracle E-Business Suite Flexfields Guide, Oracle General Ledger User Guide, Implementing Oracle HRMS |
| 2 | Set Up Calendars, Currencies, and Set of Books | Oracle General Ledger User Guide, Oracle Bills of Material User's Guide |
| 3 | Set Up Payables | Oracle Payables User Guide |
| 4 | Set Up Receivables | Oracle Receivables User Guide |
| 5 | Set Up Organizations | Implementing Oracle HRMS |
| 6 | Define Locations | Implementing Oracle HRMS, Oracle Purchasing User's Guide |
| 7 | Set Up Employees | Managing Your Workforce Using Oracle HRMS, Oracle Purchasing User's Guide |
| 8 | Set Up Inventory | Oracle Inventory User's Guide |
| 9 | Set Up Cost Management | Oracle Cost Management User's Guide |
| 10 | Set Up Bills of Material | Oracle Bills of Material User's Guide |
| 11 | Set Up Work in Process | Oracle Work in Process User's Guide |
| 12 | Set Up Purchasing | Oracle Purchasing User's Guide |
| 13 | Set Up Order Management | Oracle Order Management Suite Implementation Manual, Oracle Order Management User's Guide, Oracle Shipping Execution User's Guide |
| 14 | Set Up Service Requests | Oracle TeleService Implementation Guide |
| 15 | Set Up Customer Profile | Oracle TeleService Implementation Guide |
| 16 | Set Up Charges | Oracle TeleService Implementation Guide |
| 17 | Set Up Notes | Oracle Common Application Components Implementation Guide |
| 18 | Set Up Resource Manager | Oracle Common Application Components Implementation Guide |
| 19 | Set Up Task Manager | Oracle Common Application Components Implementation Guide |
| 20 | Set Up Assignment Manager | Oracle Common Application Components Implementation Guide |
| 21 | Set Up Advanced Scheduler | Oracle Advanced Scheduler Concepts and Procedures Guide |
| 22 | Set Up Knowledge Management | Oracle Knowledge Management Implementation Guide |
| 23 | Set Up Installed Base | Oracle Installed Base Implementation Guide |
| 24 | Set Up Counters and Counter Templates | Oracle Installed Base User Guide |
| 25 | Set Up Contracts Core | Oracle Contracts Core Implementation Guide |
| 26 | Set Up Service Contracts | Oracle Service Contracts Concepts and Procedures Guide |
| 27 | Set Up Field Service | Oracle Field Service Implementation Manual |
| 28 | Define Depot Repair Lookup Codes | Chapter 3, Oracle Depot Repair Implementation Guide |
| 29 | Define Depot Repair Profile Options | Chapter 3, Oracle Depot Repair Implementation Guide |
| 30 | Define Depot Repair Users | Chapter 3, Oracle Depot Repair Implementation Guide |
| 31 | Set Up Repair Types | Chapter 3, Oracle Depot Repair Implementation Guide |
| 32 | Set Up Statuses, Status Transitions, and Repair Type Transitions | Chapter 3, Oracle Depot Repair Implementation Guide |
| 33 | Define Depot Repair Reason Codes | Chapter 3, Oracle Depot Repair Implementation Guide |
| 34 | Set Up Diagnostic Codes | Chapter 3, Oracle Depot Repair Implementation Guide |
| 35 | Set Up Service Codes | Chapter 3, Oracle Depot Repair Implementation Guide |
| 36 | Set Up Service Code Recommendations | Chapter 3, Oracle Depot Repair Implementation Guide |
| 37 | Set Up Depot Repair Update Programs | Chapter 3, Oracle Depot Repair Implementation Guide |
| 38 | Set Up Service Bulletins | Chapter 3, Oracle Depot Repair Implementation Guide |
| 39 | Set Up Defaulting Rules | Chapter 3, Oracle Depot Repair Implementation Guide |
| 40 | Setting Up Serial Reservations | Chapter 3, Oracle Depot Repair Implementation Guide |
| 41 | Setting Up Aging Threshold | Chapter 3, Oracle Depot Repair Implementation Guide |
| 42 | Setting Up Quality Threshold | Chapter 3, Oracle Depot Repair Implementation Guide |
| 43 | Setting Up Defect Codes | Chapter 3, Oracle Depot Repair Implementation Guide |
| 44 | Setting Up Recall Status | Chapter 3, Oracle Depot Repair Implementation Guide |
| 45 | Setting Up Recalls | Chapter 3, Oracle Depot Repair Implementation Guide |
| 46 | Setting Up Eco-Impact Threshold | Chapter 3, Oracle Depot Repair Implementation Guide |
| 47 | Setting Up Return Stream Reasons | Chapter 3, Oracle Depot Repair Implementation Guide |
| 48 | Setting Up Material Disposition Reasons | Chapter 3, Oracle Depot Repair Implementation Guide |
Setup steps specific to Oracle Depot Repair are discussed in detail in the following chapter. For detailed instructions on other setup tasks, please refer to the corresponding guides.
Oracle Depot Repair uses Work in Process (WIP) to process repairs where costing is relevant. Task mode is recommended for use when the repairs require minimal steps that are not necessarily completed in sequence.
To process repairs in Task mode, you must set up Task Manager, Assignment Manager, and Advanced Scheduler.
If you are processing repairs only in Tasks mode, you do not have to set up WIP.
Similarly, if you are processing repairs only in WIP mode, you need to set up WIP; but do not have to set up Task Manager, Assignment Manager, and Advanced Scheduler. For more information, see Repair Job Management.
Also, to use WIP for Repair Job management, you have to set up Resources within BOM (see Oracle Bills of Material User's Guide), and to use Tasks, you must set up Resources within the Resource Manager, a module of Oracle Common Application Components (see Oracle Common Application Components Implementation Guide).
Note: Oracle Depot Repair provides E-records and E-signature (ERES) functionality in WIP mode via Oracle WIP. In Task mode, ERES functionality is available via the Debrief screen for each Task.
The implementation team must take note of the following while setting up the respective related application or module.
When setting up items in the Master Items window, the fields that you must select to fulfill different features in Oracle Depot Repair appear in a variety of tabs. The main fields to set up are in the Inventory, Order Management, Invoicing, and Service tabs.
For example, in the Service tab:
Ensure that you select the Billing Type. For material items, select Material for the Billing Type.
For items to be tracked in Oracle Installed Base, select the check box Track in Installed Base.
Select Enabled for the Service Request field.
You must set up items in the Inventory Organization specified by the value of the profile option Service: Inventory Validation Organization.
For items to be returned, set up the following Order Management and Inventory flags, as required: Returnable, Customer Ordered, Customer Order Enabled, Shippable, Transactable, and Invoiceable.
For items to be shipped, set up the following Order Management and Inventory flags, as required: Customer Ordered, Customer Order Enabled, Shippable, Transactable, and Invoiceable.
When you use bills or routings for your WIP mode Repair Jobs, the following must be set up as inventory items:
Each bill and each component of the bill.
Each routing.
When you use task parts for your Task mode Repair Jobs, the following must be set up as inventory items:
Each component item of the task part.
For more details, please refer to the following sources of information:
Oracle Inventory User's Guide.
Oracle Purchasing User's Guide.
The section Setting Up Items in Oracle Inventory in the Oracle TeleService Implementation Guide.
Define locations for where you ship, deliver internally, or bill the goods and services that you order. This is a necessary step if you plan on importing purchase requisitions from the MRP Planner Workbench into Oracle Purchasing.
Please refer to Implementing Oracle HRMS and the Oracle Purchasing User's Guide.
You must have employees to fulfill certain features of Service Requests and Repair Orders. For example:
The Default Owner of a Service Request must be an employee.
When you set up resources, you typically associate one or more employees with a resource.
If you do not install Oracle Human Resource Management Systems (HRMS) with Depot Repair, then use the Enter Employee form to define and maintain employees in Oracle Purchasing. If Oracle HRMS is installed, forms in this application are used to enter and maintain employees.
A resource can be an employee defined in HRMS, and imported into the Resource Manager of Oracle Common Application Components.
For more details, please refer to the following sources of information:
Managing Your Workforce Using Oracle HRMS.
Oracle Purchasing User's Guide.
The section Setting Up Resource Manager in the Oracle Common Application Components Implementation Guide.
You can set up bills, resources, and routings in Oracle Bills of Material (BOM), to help process Repair Orders in Oracle Depot Repair.
Oracle Depot Repair uses bills and routings either through their association with Service Codes, or by allowing users to manually enter bills and routings while creating a job for a Repair Order.
When reviewing the Bills of Material setup for Depot Repair, remember to review with the client whether the manufacturing Bills of Material should be primary. The client can then create alternate Bills of Material to support the repair and upgrade activities of the depot.
For each bill, ensure also the following conditions:
The parent item is defined as an Inventory Item.
Each component of the bill is set up as an Inventory Item, with a Billing Type of category Material.
Each component of the bill has a list line with a value in the Price List to be used in the Repair Order.
To use Oracle WIP for Repair Job management, you must set up resources within Oracle BOM.
You need to define at least one department and also set up resources, and then you can create a routing.
For each routing, ensure also the following condition:
The item for which routing is being set up is defined as an Inventory Item.
The Billing Item for each resource has a list line with a value in the Price List to be used in the Repair Order.
For more details, please refer to the following sources of information:
Oracle Bills of Material User's Guide.
Oracle Inventory User's Guide.
The Price Lists chapter in the Oracle Order Management Suite Implementation Manual.
When reviewing the WIP setup for Depot Repair, remember that Repair Jobs use the non-standard WIP functionality.
Also confirm with the accounting team to ensure that the appropriate General Ledger accounts have been created to record activity for Rework, Repair, or however the client desires to capture the accounting information.
For more details, please refer to the WIP Accounting Classes section in the Oracle Work in Process User's Guide.
The three Receipt Routing Options in Oracle Purchasing include the following values: Direct Delivery, Standard Receipt, and Inspection Required. You can inspect items if the Receipt Routing is Standard Receipt or Inspection Required.
Note: While booking an RMA for receiving an item that is both serial and lot controlled, if we pass the serial number information and miss out the lot number, the receiving transaction processor fails. This happens as the program tries to match the lot number we entered with null value and fails eventually. To process a receipt in such a scenario, you must set Validate Lots on RMA Receipts option in Receiving Options page to Unrestricted. This permits you to receive different lot number than the one on the RMA line.
For more information, please refer to the Oracle Purchasing User's Guide for more information.
Oracle WIP decrements inventory when a component is used in repair, but Oracle Order Management decrements inventory again when the repaired item 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 Activity Billing Type for repairs performed in WIP mode. This, however, applies only to component parts, and not to the whole repaired item.
This is specific only to Estimate or Actual charge lines that are interfaced to Oracle Order Management, for items that are not shipped. Do not set the "Bill Only" Line Type for repaired items.
For more details, please refer to Setting up Charges for Oracle Depot Repair.
For more information, please refer to the Oracle Order Management User's Guide and the Oracle Shipping Execution User's Guide.
When setting up the Customer Party addresses using the Contact Center form, only if both the site and the site use is set up as active, will the addresses be displayed in the Bill-To and Ship-To addresses List of Values in the Repair Header Information block of the Repair Orders form.
For more information, please refer to the Oracle TeleService Implementation Guide for more information.
Setting up Charges includes certain Depot Repair specific steps. These setup steps are detailed in the following chapter.
Oracle Order Management and the Charges module in Oracle TeleService must be set up correctly to ensure that items can be used in the Depot Repair process. See Setting Up Inventory.
All Repair Material, Labor, and Expense items must have a valid Billing Type associated as part of the Item definition setup in Inventory. This Billing Type along with the Repair Type and Service Activity and Billing Type setup determine what Service Activity Billing Type is to be used for the Estimate or Actuals lines being created.
The Service Activity Billing Type is linked to an Oracle Order Management Order Type and Line Type for each operating unit.
Also, use the Service Request Multi Org Set Up window to set the defaulting rules for the charges operating unit. If the Oracle Applications installation is a multi-org installation, then Oracle Depot Repair derives the appropriate operating unit for the order interfaced to Order Management based on the sequence associated with these rules. If not, the operating unit is derived from the profile option MO: Operating Unit.
Use the Time & Material Labor Schedule window to set up a schedule for the Business Process being used for depot repair. This is needed to perform any labor transaction in the Debrief form accessed from the Repair Tasks tab in the Repair Orders form.
For more details, please refer to the following sources of information:
Oracle TeleService Implementation Guide
To use the Task Manager for Repair Job management, you will need to set up Resources within the Resource Manager module of Oracle Common Application Components.
It is recommended that you set up task status transition rules. To define status transition rules for task status and map it to the Oracle Depot Repair responsibility being used, use the Task Status form.
Please refer to the Oracle Common Application Components Implementation Guide for more information.
In order to allow Oracle Depot Repair to make use of solutions stored in Oracle Knowledge Management, you need to perform operations both in Oracle Knowledge Management and in other Oracle applications. You must perform the operations in the related Oracle applications first.
The operations in related Oracle applications can be performed in any sequence.
Set appropriate profile options in Oracle Depot Repair:
CSD: Enable Knowledge Management to Yes.
CSD: Use Tasks from Knowledge Base Solutions to Yes.
Set up Diagnostic Codes and Service Codes in Oracle Depot Repair.
For more information, see Setting Up Diagnostic Codes in Oracle Depot Repair and Setting Up Service Codes in Oracle Depot Repair.
Set up Bills and Routings in Oracle Bills Of Material, if WIP mode is used.
Set up Task Templates and Task Parts in the Task Manager of Oracle Common Application Components and Oracle Spares Management respectively, if Task mode is used.
The main objective is to set up Solutions in Oracle Knowledge Management and to associate Diagnostic Codes and Service Codes to Solutions, as follows:
If an appropriate Solution does not exist to which you can add the associated objects, then create a Solution.
Include the Diagnostic Code (for example, DC100) in the title or body of the Oracle Knowledge Management Solution.
Specify one or more Depot Service Codes as External Objects in the Oracle Knowledge Management Solution.
Add one or more Related Items to the Oracle Knowledge Management Solution.
In the standard Oracle Knowledge Management search initiated from Oracle Depot Repair, the Repair Order item is matched against the Related Items of a Solution.
If you want to be able to add in Task Template Groups directly from a Solution, then add one or more Task Template Groups to the Oracle Knowledge Management Solution.
Optionally, add one or more Related Categories to the Oracle Knowledge Management Solution.
These categories are Solution categories, and are used to organize Solutions in Oracle Knowledge Management. They are not used by Oracle Depot Repair directly, but they provide you with more search options, if you want to modify the standard Oracle Knowledge Management search initiated from Oracle Depot Repair.
Please refer to the Oracle Knowledge Management Implementation Guide for more information.