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Contents
List of Figures
Title and Copyright Information
Preface
Audience
JD Edwards EnterpriseOne Products
JD Edwards EnterpriseOne Application Fundamentals
Documentation Accessibility
Related Documents
Conventions
1
Introduction to JD Edwards EnterpriseOne Service Management
1.1
JD Edwards EnterpriseOne Service Management Overview
1.2
JD Edwards EnterpriseOne Service Management Integrations
1.2.1
JD Edwards EnterpriseOne Address Book
1.2.2
JD Edwards EnterpriseOne Accounts Receivable
1.2.3
JD Edwards EnterpriseOne Accounts Payable
1.2.4
JD Edwards EnterpriseOne General Accounting
1.2.5
JD Edwards EnterpriseOne Fixed Assets
1.2.6
JD Edwards EnterpriseOne Human Resources and Payroll
1.2.7
JD Edwards EnterpriseOne Capital Asset Management
1.2.8
JD Edwards EnterpriseOne Work Orders
1.2.9
JD Edwards EnterpriseOne Service Billing
1.2.10
JD Edwards EnterpriseOne Advanced Pricing
1.2.11
JD Edwards EnterpriseOne Inventory Management
1.2.12
JD Edwards EnterpriseOne Sales Order Management
1.2.13
JD Edwards EnterpriseOne Procurement
1.2.14
JD Edwards EnterpriseOne Resource Assignments
1.2.15
JD Edwards EnterpriseOne Condition-Based Maintenance
1.2.16
JD Edwards EnterpriseOne Equipment Cost Analysis
1.2.17
JD Edwards EnterpriseOne Cases
1.2.18
JD Edwards EnterpriseOne Solution Advisor
1.2.19
JD Edwards EnterpriseOne Branch Scripting
1.2.20
JD Edwards EnterpriseOne Billing for Service Management
1.2.21
JD Edwards EnterpriseOne Voucher Processing for Service Management
1.2.22
Returned Material Authorization (RMA)
1.2.23
JD Edwards EnterpriseOne Preventive Maintenance Cycle
1.2.24
JD Edwards EnterpriseOne Integration with Intelligent Graphic Solution (IGS)
1.3
JD Edwards EnterpriseOne Service Management Implementation
1.3.1
Global Implementation Steps
1.3.2
Service Management Implementation Steps
1.4
Business Interface Integration Objects
2
Understanding the JD Edwards EnterpriseOne Service Management Features
2.1
System Features
2.1.1
Equipment Information Management
2.1.2
Contract Management
2.1.3
Work Order Management
2.1.4
Warranty Claims Management
2.1.5
Supplier Recovery Management
2.1.6
Customer Self-Service Portal
2.1.7
Failure Analysis
2.2
Additional Features
2.2.1
Solution Advisor
2.2.2
Branch Scripting
2.2.3
Billing for Service Management
2.2.4
Voucher Processing for Service Management
2.2.5
Returned Material Authorization (RMA)
2.2.6
Preventive Maintenance Cycle
2.2.7
Integration with Intelligent Graphic Solution (IGS)
3
Setting Up Service Management
3.1
Understanding Service Management Setup
3.1.1
Common Fields Used in This Chapter
3.2
Setting Up Service and Warranty Constants
3.2.1
Understanding Service and Warranty Constants
3.2.2
Forms Used to Set Up Service and Warranty Constants
3.2.3
Setting Up Service and Warranty Constants
3.2.4
Setting Up the CRM Constant for Service Management
3.3
Setting Up UDCs
3.3.1
Understanding UDCs
3.3.1.1
UDCs for Equipment Information Management
3.3.1.2
UDCs for Contract Management
3.3.1.3
UDCs for Cases
3.3.1.4
UDCs for Work Order Management
3.3.1.5
UDCs for Failure Analysis
3.3.1.6
UDCs for Inventory
3.3.1.7
UDCs for Warranty Claims
3.4
Setting Up System Next Numbers for Service Management
3.4.1
Understanding Next Numbers
3.4.2
Form Used to Set Up System Next Numbers for Service Management
3.4.3
Setting Up System Next Numbers for Service Management
3.5
Setting Up Product Family and Model Combinations for Service Management
3.5.1
Understanding Product Family and Model Combinations
3.5.2
Form Used to Set Up Product Family and Model Combinations for Service Management
3.6
Setting Up Customers and Service Providers for Service Management
3.6.1
Understanding Customers and Service Providers
3.6.1.1
Customer Setup
3.6.1.2
Service Provider Setup
3.6.2
Forms Used to Set Up Customers and Service Providers for Service Management
3.6.3
Setting Up Customers for Service Management
3.6.4
Setting Up Service Providers for Service Management
3.6.4.1
Default Account Number
3.6.4.2
Adjustment Schedules
3.6.4.3
Payment/Pricing
3.7
Setting Up Suppliers
3.7.1
Form Used to Set Up Suppliers for Service Management
3.7.2
Setting Up Suppliers for Service Management
3.8
Setting Up Inventory Information for Service Management
3.8.1
Understanding Inventory Information
3.8.1.1
Item Master Creation
3.8.1.2
Assignment of an Item to a Branch/Plant
3.8.2
Prerequisites
3.9
Setting Up AAIs
3.9.1
Understanding AAIs
3.9.2
Form Used to Set Up AAIs for Service Management
3.9.3
Setting Up AAIs for Service Management
3.10
Setting Up Assessor Defaults and Rules Sequence
3.10.1
Understanding the Assessor Defaults and Rules Sequence Program
3.10.2
Forms Used to Set Up Assessor Defaults and Rules Sequence
3.10.3
Setting Up Assessor Defaults and Rules Sequence
3.10.4
Setting Processing Options for Assessor Default Entry (P17113)
3.10.4.1
Defaults
3.11
Setting Up Repair Time Schedules
3.11.1
Understanding the Standard Repair Time Entry Program
3.11.2
Form Used to Set Up Repair Time Schedules
3.12
Setting Up Document Type Information
3.12.1
Understanding Document Type Information
3.12.2
Form Used to Set Up Document Type Information
3.12.3
Setting Up Document Type Information for Service Management
3.12.3.1
Inventory
3.12.3.2
Sales
3.12.3.3
Procurement
3.12.3.4
S/WM
3.12.3.5
Work Order Definition
3.12.3.6
Shipping
4
Managing Equipment
4.1
Understanding Equipment Information Management
4.1.1
Terms and Concepts
4.2
Common Fields Used in this Chapter
4.3
Setting Up Equipment Master Constants for Service Management
4.3.1
Understanding Equipment Master Constants
4.3.2
Form Used to Set Up Equipment Master Constants for Service Management
4.3.3
Setting Up Equipment Master Constants for Service Management
4.4
Setting Up Base Warranty Defaults and Rules
4.4.1
Understanding Base Warranty Defaults and Rules
4.4.2
Forms Used to Set Up Base Warranty Defaults and Rules for Service Management
4.4.3
Setting Up Base Warranty Defaults for Service Management
4.4.4
Setting Up Warranty Rules for Service Management
4.5
Creating Equipment Master Records Manually
4.5.1
Understanding Manual Creation of Equipment Records
4.5.2
Prerequisite
4.5.3
Forms Used to Create Equipment Master Records Manually
4.5.4
Creating Equipment Master Records Manually: Non-CRM Users
4.5.5
Creating Equipment Master Records Manually: CRM-Users
4.5.6
Setting Processing Options for the Work with Equipment Master Program (P1701)
4.5.6.1
Categories
4.5.6.2
Defaults
4.5.6.3
Process
4.5.6.4
Versions
4.5.7
Setting Processing Options for the Equipment Master Revisions Program (P1702)
4.5.7.1
Edits
4.5.7.2
Defaults
4.5.7.3
Process
4.5.7.4
Export
4.5.7.5
Versions
4.5.7.6
Data Selection
4.5.8
Setting Processing Options for the CRM - Manage Equipment Program (P90CD001)
4.5.8.1
Process
4.5.8.2
Versions
4.6
Creating Equipment Records From Fixed Assets
4.6.1
Understanding Creating Equipment Records from Fixed Assets
4.6.2
Forms Used to Create Equipment Records From Fixed Assets
4.6.3
Setting Processing Options for the Create Equipment Master Extension Tables Program (P17021)
4.6.3.1
Defaults
4.6.3.2
Edits
4.6.3.3
Versions
4.7
Working with Product Registration
4.7.1
Understanding Product Registration
4.7.2
Prerequisites
4.7.3
Forms Used to Work with Product Registration
4.7.4
Entering Product Registration
4.7.5
Setting Processing Options for the Product Registration Program (P17051)
4.7.5.1
Edits
4.7.5.2
Defaults
4.7.5.3
Versions
4.7.5.4
Process
4.7.6
Entering Product Speed Registration
4.8
Working with the Equipment Master Update Program
4.8.1
Understanding Equipment Master Updates
4.8.1.1
Equipment Records for Serialized and Non-Serialized Items
4.8.1.2
Serialized Items
4.8.1.3
Basic Serial Number Processing
4.8.1.4
Advanced Serial Number Processing
4.8.1.5
Non-Serialized Items
4.8.2
Understanding the Equipment Master Update Program
4.8.3
Understanding the Equipment Master Global Update Program
4.8.4
Prerequisite
4.8.5
Forms Used to Work with Equipment Master Update Program
4.8.6
Running the Equipment Master Update Program
4.8.7
Setting Processing Options for the Equipment Master Update Program (R17024)
4.8.7.1
Process
4.8.7.2
Defaults
4.8.7.3
Versions
4.8.7.4
Select
4.8.8
Running the Equipment Master Update Program for Multiple Records
4.8.9
Setting Processing Options for the Equipment Master Global Update Program (P17022)
4.8.9.1
Defaults
4.8.9.2
Versions
4.9
Creating Base Warranty Contracts
4.9.1
Understanding Base Warranty Contracts
4.9.2
Form Used to Create Base Warranty Contracts for Service Management
4.9.3
Creating Base Warranty Contracts for Service Management
4.10
Working With Parent and Component Information
4.10.1
Understanding Parent and Component Information
4.10.1.1
Parent Information
4.10.1.2
Current Equipment Components
4.10.2
Forms Used to Work with Parent and Component Information
4.10.3
Reviewing and Revising Parent Information
4.10.4
Reviewing Current Equipment Components
4.10.5
Setting Processing Options for the Equipment Master Parent/Child Program (P12017)
4.10.5.1
Versions
4.11
Working with Status History
4.11.1
Understanding Status History
4.11.2
Forms Used to Work with Status History
4.11.3
Reviewing Status History
4.11.4
Tracking Mean Time Between Failures For Equipment
4.11.5
Setting Processing Options for the Status History Program (P1307)
4.11.5.1
Process
4.11.5.2
Defaults
4.11.5.3
Versions
4.12
Scheduling Maintenance for Installed Equipment
4.12.1
Understanding Maintenance for Installed Equipment
4.12.1.1
Preventive Maintenance
4.12.1.2
Linking Service Types
4.12.2
Understanding the Customer Reference Report
4.12.3
Prerequisites
4.12.4
Forms Used to Schedule Maintenance for Installed Equipment
4.12.5
Scheduling Maintenance for Installed Equipment
4.12.5.1
Equipment PM Schedule form: Schedule Interval
4.12.5.2
Equipment PM Schedule form: Condition Based Maintenance
4.12.5.3
Equipment PM Schedule form: Last Completed
4.12.5.4
Equipment PM Schedule form: PM Generation and Planning
4.12.5.5
PM Classification form
4.12.6
Setting Processing Options for the Equipment PM Schedule Program (P1207)
4.12.6.1
Default
4.12.6.2
Versions
4.12.7
Reviewing the Customer Reference Report
5
Managing Contracts
5.1
Understanding Contracts
5.1.1
Common Fields Used in This Chapter
5.1.2
Contract Types
5.2
Setting Up Contracts
5.2.1
Understanding Contract Setup
5.2.1.1
Line Types
5.2.1.2
Contract Coverage
5.2.1.3
Service Types
5.2.1.4
Cost Type Percentages
5.2.1.5
Service Packages
5.2.1.6
Duration Ranges
5.2.1.7
MailMerge Workbench for Contract Renewal Letters
5.2.2
Forms Used to Set Up Contracts
5.2.3
Setting Up Contract Constants
5.2.4
Setting Up Customer Service Line Types
5.2.5
Setting Up Billing Frequency
5.2.6
Setting Up Tax Rates
5.2.7
Setting Processing Options for the Tax Rate/Area Program (P4008)
5.2.7.1
Display
5.2.7.2
Edits
5.2.8
Setting Up Daylight Savings Rules
5.2.9
Entering Contract Coverage Information
5.2.10
Setting Processing Options for the Work with Contract Coverage Program (P1724)
5.2.10.1
Defaults
5.2.11
Entering Service Type Information
5.2.12
Setting Up Cost Type Percentages
5.2.13
Entering Service Package Information
5.2.14
Setting Up Entitlement Dates
5.2.15
Setting Up Contract Duration Ranges
5.2.16
Setting Up MailMerge Documents for Contract Renewals
5.3
Managing Contracts
5.3.1
Understanding Contract Management
5.3.1.1
Service Contracts
5.3.1.2
Supplier Contracts
5.3.1.3
Entitlements
5.3.1.4
Payment Tracking
5.3.1.5
Contract Cancels, Suspensions, and Renewals
5.3.1.6
Alternate Tax Rate/Area Assignments for Service Contracts (Release 9.1 Update)
5.3.2
Prerequisites
5.3.3
Forms Used to Manage Contracts
5.3.4
Entering Supplier Contract Header Information
5.3.5
Entering Supplier Contract Detail Information
5.3.6
Entering Service Contract Header Information
5.3.6.1
Contract Header
5.3.6.2
Additional Information
5.3.7
Entering Service Contract Detail Information
5.3.8
Reviewing Service Contract Information
5.3.9
Renewing a Service Contract
5.3.10
Copying a Service Contract
5.3.11
Setting Processing Options for the Contract Revisions Program (P1721)
5.3.11.1
Defaults
5.3.11.2
Process
5.3.11.3
Edits
5.3.11.4
Line Type Rule
5.3.11.5
Prepayment
5.3.11.6
Versions
5.3.11.7
Copy Defaults
5.3.12
Setting Processing Options for the Work With Contracts Program (P1720)
5.3.12.1
Defaults
5.3.12.2
Versions
5.3.12.3
Process
5.3.13
Defining the Entitlement Rules Sequence for Service Contracts
5.3.14
Defining the Entitlement Rules Sequence for Supplier Contracts
5.3.15
Reviewing Entitlement Information for Service Contracts
5.3.16
Reviewing Entitlement Information for Supplier Contracts
5.3.17
Canceling Contracts
5.3.18
Suspending Contracts
5.3.19
Canceling and Suspending Contract Detail Lines
5.3.20
Crediting Contract Detail Lines
5.3.21
Creating Contract Prepayment Transactions
5.3.22
Generating Contract Renewal Letters
5.3.23
Reviewing Contract Renewal Letters
5.3.24
Setting Processing Options for the Contract Renewal Letters Program (R1731)
5.3.24.1
Defaults
5.3.24.2
Process
5.4
Billing for Contracts
5.4.1
Understanding the Billing Process
5.4.2
Understanding AAIs for Contracts Setup
5.4.2.1
Hierarchy for GL Class Codes for Contracts
5.4.2.2
Hierarchy for Responsible Business Unit
5.4.3
Understanding Contract Billing for Service Management
5.4.4
Understanding Contract Workfile Generation
5.4.5
Prerequisite
5.4.6
Forms Used to Bill for Contracts
5.4.7
Setting Processing Options for the Service Contract Workfile Generation Program (R1732)
5.4.7.1
Defaults
5.4.7.2
Process
5.4.7.3
Vertex
5.4.8
Reviewing Contract Billing Information
5.5
Working with the Amortization Process
5.5.1
Understanding Amortization
5.5.2
Understanding Amortization Workfile Generation
5.5.3
Prerequisites
5.5.4
Form Used to Work with the Amortization Process
5.5.5
Setting Processing Options for the Amortization Workfile Generation Program (R17321)
5.5.5.1
Process
5.5.5.2
Print
5.5.5.3
Versions
5.5.6
Reviewing Amortization Records
5.6
Printing Contracts
5.6.1
Printing Contracts
5.6.2
Setting Processing Options for the Print Contracts Report Program (R1733)
5.6.2.1
Print
5.7
Reviewing Contract Reports
5.7.1
Understanding Contract Reports
5.7.2
Reviewing the Contract Report
5.7.3
Setting Processing Options for the Contract Report Program (R1734)
5.7.3.1
Print
5.7.4
Reviewing the Service Contract Renewal Report
5.7.4.1
Understanding the Service Contract Renewal Report
5.7.4.2
Understanding Alternate Tax Rate/Area Assignments for the Service Contract Renewal Report (Release 9.1 Update)
5.7.4.3
Running the Service Contract Renewal Report
5.7.4.4
Setting Processing Options for the Service Contract Renewal Program (R1730)
5.7.4.4.1
Report Option
5.7.4.4.2
Versions
5.7.4.4.3
Process
5.7.4.4.4
Defaults
5.7.4.4.5
Base Warranty
5.7.4.4.6
Copy Defaults
5.7.5
Reviewing the Service Contract Detail Renewal Report
5.7.6
Setting Processing Options for the Service Contract Detail Renewal Program (R1735)
5.7.6.1
Report Option
5.7.6.2
Versions
5.7.6.3
Process
5.7.6.4
Base Warranty
5.7.6.5
Defaults
5.7.6.6
Copy Defaults
5.7.7
Reviewing the Service Contract Cancel Report
5.7.8
Setting Processing Options for the Service Contract Cancel Program (R1736)
5.7.8.1
Defaults
5.7.8.2
Process
6
Managing Work Orders
6.1
Understanding Work Order Management
6.1.1
Work Order Management Process Flow
6.1.2
Terms and Concepts
6.1.3
Mobile Applications for Work Orders (Release 9.1 Update)
6.2
Understanding Work Order Mass Updates for Service Work Orders
6.2.1
Accessing the Work Order Mass Update Programs
6.2.2
Setting Up Your Environment to Use the Work Order Mass Update Process for Service Work Orders
6.2.3
Service-Specific Work Order Mass Update Functions
6.3
Common Fields Used in This Chapter
6.4
Setting Up Work Orders
6.4.1
Understanding Work Order-Related AAIs
6.4.1.1
Hierarchy for GL Class Codes for Work Orders
6.4.1.2
Hierarchy for the Responsible Business Unit for Work Orders
6.4.2
Understanding Work Order Setup
6.4.2.1
Work Order Constants
6.4.2.2
Work Order History
6.4.2.3
Work Order Activity Rules
6.4.2.4
Work Order Approvals
6.4.3
Prerequisites
6.4.4
Forms Used to Set Up Work Orders for Service Management
6.4.5
Setting Up Work Order Constants
6.4.6
Setting Up Work Order History
6.4.7
Setting Processing Options for the Work With Work Order History Program (P17715)
6.4.7.1
Process
6.4.8
Attaching Activity Rules to Work Orders
6.5
Creating Work Orders Using the Service Management Workbench Program (P90CD020)
6.5.1
Understanding Work Orders
6.5.2
Understanding the Service Management Workbench
6.5.3
Prerequisites
6.5.4
Forms Used to Enter Work Orders (P90CD020)
6.5.5
Entering Work Orders Using the Workbench
6.5.6
Setting Processing Options for Service Management Workbench (P90CD020)
6.5.6.1
Defaults
6.5.6.2
Versions
6.5.7
Setting Processing Options for CRM - Manage Service Orders (P90CD002)
6.5.7.1
Defaults
6.5.7.2
Edits
6.5.7.3
Process
6.5.7.4
Equipment Master
6.5.7.5
Versions
6.5.7.6
Category Codes
6.5.7.7
Prepayment
6.6
Creating Work Orders Using the Work Order Entry Programs (P48201/P17714)
6.6.1
Understanding Work Order Entry
6.6.2
Prerequisites
6.6.3
Forms Used to Enter Work Orders (P48201/P17714)
6.6.4
Entering Work Orders (P48201/P17714)
6.6.5
Setting Processing Options for the Work Order Revisions Program (P17714)
6.6.5.1
Defaults
6.6.5.2
Edits
6.6.5.3
Process
6.6.5.4
Equipment Master
6.6.5.5
Versions
6.6.5.6
Category Codes
6.6.5.7
Prepayment
6.6.5.8
Self Service
6.6.5.9
Rentals (Release 9.1 Update)
6.7
Assigning Parts to a Work Order
6.7.1
Understanding Parts Assignment
6.7.2
Prerequisites
6.7.3
Forms Used to Assign Parts to a Work Order
6.7.4
Setting Processing Options for the CRM - Manage Work Order Parts Program (P90CD015)
6.7.4.1
Display
6.7.4.2
Process
6.7.4.3
Warehousing
6.7.4.4
Versions
6.7.4.5
EM Edits
6.7.4.6
EM Versions
6.7.4.7
Export
6.7.4.8
IGS
6.7.5
Setting Processing Options for the Work Order Parts Detail Program (P17730)
6.7.5.1
Display
6.7.5.2
Process
6.7.5.3
Warehousing
6.7.5.4
Versions
6.7.5.5
EM Edits
6.7.5.6
EM Versions
6.7.5.7
Export
6.7.5.8
IGS
6.8
Assigning Labor to a Work Order
6.8.1
Understanding Labor Assignment
6.8.2
Prerequisites
6.8.3
Forms Used to Assign Labor to a Work Order
6.8.4
Copying Labor Details from Standard Instructions
6.8.5
Manually Assigning Labor Details
6.8.6
Setting Processing Options for the CRM - Manage Work Order Labor Program (P90CD018)
6.8.6.1
Process
6.8.6.2
Defaults
6.8.6.3
Display
6.8.6.4
Export
6.8.6.5
Versions
6.8.7
Setting Processing Options for the Work Order Labor Detail Program (P17732)
6.8.7.1
Versions
6.9
Processing Work Orders
6.9.1
Understanding Work Order Processing
6.9.1.1
Quotes for Work Orders
6.9.1.2
Work Order Prepayment Transactions
6.9.1.3
Issuing Inventory to Work Orders
6.9.1.4
Inventory Journal Entries: Review and Approval
6.9.1.5
Cost Routing Journal Entries: Review and Approval
6.9.1.6
Time Entry
6.9.1.7
Hours and Quantities
6.9.1.8
Work Order Workfile Generation Program
6.9.2
Prerequisites
6.9.3
Forms Used to Process Work Orders
6.9.4
Generating and Printing Quotes for Work Orders
6.9.5
Setting Processing Options for the Work Order Quote Program (R17711)
6.9.5.1
Display
6.9.5.2
Vertex
6.9.5.3
Billables
6.9.6
Creating Work Order Prepayment Transactions
6.9.7
Issuing Material from a Single Location
6.9.8
Issuing Material from Multiple Locations
6.9.9
Setting Processing Options for the Work Order Inventory Issues Program (P31113)
6.9.9.1
Edits
6.9.9.2
Display
6.9.9.3
Versions
6.9.9.4
Equipment Management
6.9.9.5
Interop
6.9.10
Reviewing and Approving Inventory Journal Entries
6.9.11
Entering Time
6.9.12
Setting Processing Options for the Work Order Time Entry Program (P311221)
6.9.12.1
Display
6.9.12.2
Defaults
6.9.12.3
Edits
6.9.12.4
Versions
6.9.12.5
Interop
6.9.13
Updating Hours and Quantities
6.9.14
Setting Processing Options for the W.O. Hours and Quantity Update Program (R31422)
6.9.14.1
Interop
6.9.14.2
SWM
6.9.14.3
Defaults
6.9.15
Reviewing and Approving Cost Routing Journal Entries
6.9.16
Posting Cost Routing Journal Entries to the General Ledger
6.10
Billing and Paying Work Orders
6.10.1
Understanding Work Order Billing and Paying
6.10.1.1
Customer Invoice Processing
6.10.1.2
Service Provider Voucher Processing
6.10.2
Generating the Work Order Workfile
6.10.3
Setting Processing Options for the SWM Work Order Workfile Generation Program (R1775)
6.10.3.1
Process
6.10.3.2
Billables
6.10.3.3
Payables
6.10.3.4
Vertex
6.11
Working with Work Orders on an iPad
6.11.1
Understanding Field Service Work Orders
6.11.1.1
Updating the Status of a Work Order
6.11.2
Forms Used to Work With Work Orders on an iPad
6.11.2.1
Updating Work Orders
6.11.3
Setting Processing Options for Field Service Work Orders
7
Working with Warranty Claims and Supplier Recovery Claims
7.1
Understanding Warranty Claims and Supplier Recovery Claims
7.1.1
Common Fields Used in This Chapter
7.1.2
Warranty Claims and Supplier Recovery Claims
7.1.2.1
Warranty and Supplier Recovery Terms
7.1.3
Multicurrency Transactions for Warranty Claims and Supplier Recovery Claims
7.1.3.1
Considerations for Header Fields
7.1.3.2
Considerations for Parts and Labor Fields
7.1.4
Checklist for Setting Up Warranty Claims and Supplier Recovery Claims
7.1.4.1
User-Defined Codes (UDCs)
7.1.4.2
From the Service & Warranty Setup menu (G1740):
7.1.4.3
From the Warranty Claim Setup menu (G1747):
7.1.4.4
From the Equipment Master Setup menu (G1741):
7.1.4.5
From Interactive Versions (IV):
7.1.4.6
From the Daily Contract Processing menu (G1714):
7.1.4.7
From the Supplier Recovery Daily Processing menu (G1718):
7.1.4.8
From the Daily Warranty Claim Processing menu (G1717):
7.2
Managing Warranty Claims
7.2.1
Understanding Warranty Claims Management
7.2.1.1
Setting Up Automatic Accounting Instructions for Warranty Claims
7.2.1.2
Warranty Claims Processing
7.2.2
Prerequisite
7.2.3
Form Used to Manage Warranty Claims
7.2.4
Entering Warranty Claims
7.2.5
Setting Processing Options for the Warranty Claims Program (P1777)
7.2.5.1
Defaults
7.2.5.2
Edits
7.2.5.3
Versions
7.2.5.4
Process
7.2.6
Submitting Warranty Claims
7.2.7
Setting Processing Options for the SWM Warranty Claim/Supplier Recovery Workfile Generation Program (R177701)
7.2.7.1
Process
7.2.7.2
Supplier Recovery
7.2.7.3
Warranty Claim
7.2.7.4
Vertex (FUTURE)
7.2.7.5
Billables
7.2.7.6
Payables
7.3
Managing Supplier Recovery Claims
7.3.1
Understanding Supplier Recovery Management
7.3.1.1
Supplier Recovery Claims Processing
7.3.1.2
Examples
7.3.2
Prerequisite
7.3.3
Form Used to Enter Supplier Recovery Claims
7.3.4
Entering Supplier Recovery Claims
7.3.5
Setting Processing Options for the Supplier Recovery Claims Program (P1779)
7.3.5.1
Default
7.3.5.2
Edits
7.3.5.3
Version
7.3.5.4
Process
7.3.6
Submitting Supplier Recovery Claims
8
Using the Customer Self-Service Portal
8.1
Understanding the Customer Self-Service Portal
8.2
Adding Equipment
8.3
Viewing Equipment
8.4
Viewing Work Orders
8.5
Viewing Contracts
9
Setting Up JD Edwards EnterpriseOne Advanced Pricing for JD Edwards EnterpriseOne Service Management
9.1
Understanding JD Edwards EnterpriseOne Advanced Pricing
9.2
Setting Up Preference Hierarchies
9.2.1
Understanding Setup of Preference Hierarchies
9.2.2
Prerequisite
9.2.3
Forms Used to Set Up Preference Hierarchies
9.2.4
Setting Up a Preference Master
9.2.5
Defining a Pricing Hierarchy
9.3
Setting Up Service and Warranty Detail Groups
9.3.1
Understanding Service and Warranty Detail Groups
9.3.2
Form Used to Set Up Service and Warranty Detail Groups
9.3.3
Setting Up Service and Warranty Detail Groups
9.4
Setting Up Price Adjustment Definitions
9.4.1
Understanding Price Adjustment Definitions
9.4.2
Prerequisites
9.4.3
Forms Used to Set Up Price Adjustment Definitions
9.4.4
Setting Up Price Adjustment Definitions
9.4.4.1
Price Adjustment Definition - Options
9.4.4.2
Price Adjustments Definition - Additional Options
9.5
Setting Up Adjustment Schedules
9.5.1
Understanding Adjustment Schedules
9.5.2
Prerequisites
9.5.3
Form Used to Set Up Adjustment Schedules
9.5.4
Setting Up Adjustment Schedules
9.6
Setting Up Adjustment Details
9.6.1
Understanding Adjustment Details
9.6.2
Form Used to Set Up Adjustment Details
9.6.3
Setting Up Adjustment Details
9.7
Attaching Adjustment Schedules
9.7.1
Forms Used to Attach Adjustment Schedules
9.7.2
Attaching an Adjustment Schedule to a Customer Record
9.7.3
Attaching an Adjustment Schedule to a Service Provider Record
9.7.4
Attaching an Adjustment Schedule to a Supplier Record
9.7.5
Activating an Adjustment Schedule for a Service Contract
9.7.6
Activating an Adjustment Schedule for a Work Order
9.7.7
Activating an Adjustment Schedule for a Warranty Claim
9.7.8
Activating an Adjustment Schedule for Supplier Recovery Claim
9.7.9
Activating an Adjustment Schedule for a Case
9.8
Reviewing Price History
9.8.1
Forms Used to Review Price History
9.8.2
Reviewing Price History
10
Working with Prepayments
10.1
Understanding Prepayment Processing
10.2
Authorizing Prepayment Transactions
10.2.1
Understanding Prepayment-Transaction Authorization
10.2.2
Setting Processing Options for the Authorize Prepayment Transactions Program (R004201)
10.2.2.1
Defaults
10.2.2.2
Holds
10.3
Working with Prepayment Transactions
10.3.1
Understanding Prepayment Transactions
10.3.2
Understanding Settlement of Prepayment Transactions
10.3.3
Understanding the Process of Running the A/R Draft Collection for Prepayments Program
10.3.4
Understanding the Process of Reviewing Prepayment Journal Entries
10.3.5
Understanding the Process of Running the Prepayment Transaction Report Program
10.3.6
Forms Used to Work With Prepayment Transactions
10.3.7
Working With Prepayment Transactions
10.3.8
Setting Processing Options for the Settle Prepayment Transactions Program (R004202)
10.3.8.1
Defaults
10.3.8.2
Holds
10.3.9
Setting Processing Options for the A/R Draft Collection Program (R03B680)
10.3.9.1
Proof/Final
10.3.9.2
As Of Date
10.3.9.3
G/L Date
10.3.9.4
Pay Status
10.3.9.5
Exchange Rate
10.3.10
Setting Processing Options for the Prepayment Transaction Report Program (R004203)
10.3.10.1
Purge
11
Understanding Vertex Sales Tax Q Series
11.1
Vertex Sales Tax Q Series
A
Delivered Workflow for JD Edwards EnterpriseOne Service Management
A.1
Delivered Workflows for JD Edwards EnterpriseOne Service Management
A.1.1
Work Order Activity Rules
A.1.1.1
Description
A.1.1.2
Workflow Objects
A.1.2
WO Document Type
A.1.2.1
Description
A.1.2.2
Workflow Objects
A.1.3
WO Type Code 1
A.1.3.1
Description
A.1.3.2
Workflow Objects
A.1.4
WO Type Code 3
A.1.4.1
Description
A.1.4.2
Workflow Objects
A.1.5
WO Type Code 6
A.1.5.1
Description
A.1.5.2
Workflow Objects
A.1.6
WO Type 1 Approval Type 1
A.1.6.1
Description
A.1.6.2
Workflow Objects
A.1.7
WO Type 1 Approval Type 2
A.1.7.1
Description
A.1.7.2
Workflow Objects
Glossary
Index
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