This chapter describes working with different service depot repair business scenarios.
This chapter covers the following topics:
The following steps describe in the recommended order how to process a Repair and Return scenario.
For more information, see Repair and Return.
Steps
If you have not already created a Service Request, then Create a Service Request in the Depot Repair Workbench.
Create a Repair Order, selecting Repair and Return as the Repair Type.
If the create process is successful, the application automatically creates two charge lines, one with Action Type Return, the other with Action Type Ship.
If you have not created and booked the Return line automatically as part of the process of creating the Repair Order, then book the Return line.
If you want to diagnose the problem by searching Oracle Knowledge Management for solutions to related problems, or if you want to apply Service Codes to help in creating estimates and WIP Repair Jobs for the current Repair Order, see Use the Diagnostics Tab and Knowledge Base.
The ability to create an estimate is controlled by a profile option. If this is enabled, and you want to create an estimate, then estimate the repair charges and, if required, obtain the customer's approval.
If the customer accepts the repair estimate, then proceed to step 7.
If the customer rejects the repair estimate, then close the Repair Order and the Service Request, if appropriate, to end this scenario.
Manage the repair process using either WIP or Task repair mode.
The definition of the Repair Type that occurred during setup determines the repair mode. Based on this definition, the Repair Jobs tab or Repair Tasks tab is available.
Note: The repair mode associated with the seeded Repair Type Repair and Return is WIP.
For more information, see the following topics:
If you have not created the Ship line automatically as part of the process of creating the Repair Order, then create the Ship line manually.
Ship the repaired item, and process the Ship line accordingly.
See Ship a General Item.
If required, create actual charges for the Repair Order.
If required, book the actual charges for the Repair Order.
See Book Repair Actuals.
If required, invoice the customer.
See Invoice a Customer.
If appropriate, close the Service Request.
The following steps describe in the recommended order how to process a loaner, repair and return.
For more information, see Loaner, Repair and Return.
Steps
If you have not already created a Service Request, then Create a Service Request in the Depot Repair Workbench.
Create a Repair Order, selecting Loaner, Repair and Return as the Repair Type.
If the create process is successful, the application automatically creates these charge lines:
Ship line for loaner
Return line for defective item return
Ship line for repair of defective item
Return line to track the loaner item return
If you have not created the Ship line for the loaner automatically as part of the process of creating the Repair Order, then create the Ship line manually.
Ship the loaner item, and process the Ship line accordingly.
See Ship a General Item.
If you have not created and booked the Return line for the defective item automatically as part of the process of creating the Repair Order, then book the Return line.
If you want to diagnose the problem by searching Oracle Knowledge Management for solutions to related problems, or if you want to apply Service Codes to help in creating estimates and WIP Repair Jobs for the current Repair Order, see Use the Diagnostics Tab and Knowledge Base.
The ability to create an estimate is controlled by a profile option. If this is enabled, and you want to create an estimate, then estimate the repair charges and, if required, obtain the customer's approval.
If the customer accepts the repair estimate, then proceed to step 10.
If the customer rejects the repair estimate, then close the Repair Order and the Service Request, if appropriate, to end this scenario.
Manage the repair process using either WIP or Task repair mode.
The definition of the Repair Type that occurred during setup determines the repair mode. Based on this definition, the Repair Jobs tab or Repair Tasks tab is available.
Note: The repair mode associated with the seeded Repair Type Loaner, Repair and Return is WIP.
For more information, see the following topics:
If you have not created the Ship line for the repaired item automatically as part of the process of creating the Repair Order, then create the Ship line manually.
Ship the repaired item, and process the Ship line accordingly.
See Ship a General Item.
If required, create actual charges for the Repair Order.
If required, book the actual charges for the Repair Order.
See Book Repair Actuals.
If required, invoice the customer.
See Invoice a Customer.
When the loaner item is returned, book the Return line for the loaner item.
Receive the returned loaner item, with or without inspection.
If additional charges, such as rental charges, are required for the loaner item, create actual charges for the Repair Order.
If required, book the actual charges for the Repair Order.
See Book Repair Actuals.
If required, invoice the customer.
See Invoice a Customer.
If appropriate, close the Service Request.
The following steps describe how to process an exchange in which an item is sent to the customer after the service depot has received the defective item.
Note: Processing for the Exchange Repair Type typically does not include a repair stage.
For more information, see Exchange.
Steps
If you have not already created a Service Request, then Create a Service Request in the Depot Repair Workbench.
Create a Repair Order, selecting Exchange as the Repair Type.
If the create process is successful, the application automatically creates two charge lines, one with Action Type Return, the other with Action Type Ship.
If you have not created and booked the Return line automatically as part of the process of creating the Repair Order, then book the Return line.
If you have not created the Ship line automatically as part of the process of creating the Repair Order, then create the Ship line manually.
Ship the exchange item, and process the Ship line accordingly.
See Ship a General Item.
If required, create actual charges for the Repair Order.
If required, book the actual charges for the Repair Order.
See Book Repair Actuals.
If required, invoice the customer.
See Invoice a Customer.
If appropriate, close the Service Request.
The following steps describe how to process an advance exchange in which an exchange item is sent to a customer before the defective item has been received back from the customer for a credit.
Note: Processing for the Advance Exchange Repair Type typically does not include a repair stage.
For more information, see Advance Exchange.
Steps
If you have not already created a Service Request, then Create a Service Request in the Depot Repair Workbench.
Create a Repair Order, selecting Advance Exchange as the Repair Type.
If the create process is successful, the application automatically creates two transaction lines, one with Action Type Ship, the other with Action Type Return.
If you have not created the Ship line automatically as part of the process of creating the Repair Order, then create the Ship line manually.
Ship the exchange item, and process the Ship line accordingly.
See Ship a General Item.
If you have not created and booked the Return line automatically as part of the process of creating the Repair Order, then book the Return line.
If required, create actual charges for the Repair Order.
If required, book the actual charges for the Repair Order.
See Book Repair Actuals.
If required, invoice the customer.
See Invoice a Customer.
If appropriate, close the Service Request.
The following steps describe how to process a replacement in which the service depot sends a replacement item to the customer.
Note: Processing for the Replacement Repair Type typically does not include a repair stage.
For more information, see Replacement.
Steps
If you have not already created a Service Request, then Create a Service Request in the Depot Repair Workbench.
Create a Repair Order, selecting Replacement as the Repair Type.
If the create process is successful, the application automatically creates one transaction line with action type Ship.
If you have not created the Ship line automatically as part of the process of creating the Repair Order, then create the Ship line manually.
Ship the exchange item, and process the Ship line accordingly.
See Ship a General Item.
If required, create actual charges for the Repair Order.
If required, book the actual charges for the Repair Order.
See Book Repair Actuals.
If required, invoice the customer.
See Invoice a Customer.
If appropriate, close the Service Request.
Defective items in a Spares Management warehouse can be sent for repair to a Oracle Depot Repair depot, and returned to Spares Management after repair.
Note: Spares Management is a module of Oracle Field Service.
From Spares Management, you identify how many units of each defective item you wish to repair. Then you create a Service Request and one or more Repair Orders, also within Spares Management, as follows:
For serialized items, there is one Repair Order for each item instance.
For non-serialized items, there is one Repair Order for each item.
The type of repair carried out in this situation is called a refurbishment.
From the depot's perspective, defective items are received via an Internal Requisition, and usable or repaired items are shipped via an Internal Order.
The following steps describe how to process a refurbishment for an item or item instance, for which a Repair Order has been created in the Spares Management module of Oracle Field Service.
Steps
The steps below describe the processing for an individual refurbishment Repair Order.
In the Find Repair Orders window, search for the Repair Order created in Spares Management.
When the Repair Order appears in the Depot Repair Workbench, certain fields are filled in, as follows:
In the Service Request Information area, the Summary contains a standard description, such as "Internal Refurbish repair".
In the Repair Order Information area, the Repair Type indicates that the item is to be refurbished; the value of the Repair Type is provided by the profile option CSD: Repair Type Internal Repair Order.
The Repair Type must have been set up with a Repair Type Ref of Refurbishment, and its Internal Order check box must have been set.
For more information on setting up Repair Types, see the Oracle Depot Repair Implementation Guide.
Note: Because refurbishment Repair Orders are processed as internal orders, the Repair Estimate tab, the Repair Actuals tab, and the Tools > Coverage option are disabled.
Click the Logistics tab.
The Repair Order has two transaction lines, one with Action Type Move In, the other with Action Type Move Out.
The Move In transaction processes the transfer of the defective item from the Spares Management location into a depot for repair.
The Move In transaction is a two-stage process:
First, the item is shipped from Spares Management.
Then, the item is received into a depot subinventory.
The Move Out transaction is a single-stage process - the item is shipped from the depot after it has been repaired.
Note: The Move In and Move Out transactions make use of existing Internal Order and Internal Requisition functionality. From the depot's perspective, defective items are shipped via the Internal Requisition, and usable or repaired items are shipped via the Internal Order.
Process the shipping of the item back to the Spares Management location after repair.
If appropriate, close the Repair Order.
If appropriate, close the Service Request.
The repair centres require the ability to interface with third parties to fulfill a customer's service requirements. Repair centres track the movement of products, work, and financial obligation between all the parties involved in executing a repair.
For a third party repair execution, an Outside Processing (OSP) operation is created in the Repair Technician Portal. OSP operations are not specific to Depot Repair, they are standard in Work in Process (WIP). Essentially, completing the OSP operation triggers the creation of a purchase order with a request to procure service from a third party.
For more information, see Third Party Flows.
The return only repair functionality is used when a repair type is setup to have an RMA line. In this case, there is no corresponding ship line. When an item is returned, you have the following options:
Items are returned for credit
Items are returned to stock
Items are returned for salvage
For example, when an item is returned, all the parts are first salvaged, the parts are recycled, and the remaining parts are scrapped.