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

1. Navigate to the Receiving screen.
2. In the Pending POs/ROs/RMAs list, select an RMA Repair Return order.
3. Click the hyperlink in the Receive Type field.
4. Select a line item record in the Line Items subview.
5. In the Received Line Item list, create a record describing the received item.
6. Enter values in the fields, as needed.
7. If the item is a serialized asset, in the Serial Numbers list, create a record for it.
8. Enter values in the fields, as needed.
9. In the upper Receive RMA form, click Process Receipt.

To receive defective parts over the counter

1. Navigate to the Repairs screen.
2. 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.
3. Copy the value in the Repair # field.
4. Navigate to the Inventory Transactions screen.
5. 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 Pending POs/ROs/RMAs list, select an Internal Order.
3. Click the hyperlink in the Receive Type Field.

   The Receive Internal Order view appears.

4. Select a line Item record in the Line Items subview.
5. In the Received Line Item list, create a new record.
6. Enter receipt details, as needed.
7. In the Serial Numbers list, create a new record.
8. Enter serialized asset details, as needed.
9. 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. In the My Repairs list, drill down on the Repair # field hyperlink.
4. Click the Activity Plans view tab.
5. In the Activity Plans list create an activity plan record.
6. 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

1. Navigate to the Repairs screen.
2. Select a repair record.
3. In the My Repairs list, drill down on the Repair # field hyperlink.
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 My Repairs list, drill down on the Repair # field hyperlink
4. Click the More Info view tab.
5. 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 My Repairs list, drill down on the Repair # field hyperlink.
4. Click the More Info view tab.
5. 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

1. Navigate to the Orders screen > Service Orders List view.
2. In the My Service Orders list, create a new order record.
   1. In the Type field, select Repair Order.
   2. Enter values for the required fields.
3. In the My Service Orders list, drill down on the Order # field hyperlink.
4. In the Line Items list, create a record for each item to be repaired.
5. 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 the Inventory Transactions screen.
5. Create a transaction record.
6. In the Type field, select Ship to TP.
7. In the Repair ID field, enter (paste) the repair number.
8. 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

1. Navigate to the Orders screen > Service Orders List view.
2. 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.
3. In the My Service Orders list, drill down on the Order # field hyperlink.
4. In the Line Items list, create a record for each item to be repaired or exchanged.
5. 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. In the My Repairs list, drill down on the Repair # field hyperlink.
4. In the Activities list, select an activity record.
5. Drill down on the Type field hyperlink.

   The Activity Attachments view appears.

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

   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. In the My Repairs list, drill down on the Asset # field hyperlink.
4. Click the Repairs view tab.

   The Repairs list shows the repair records for this asset.