This chapter describes working with different 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 Service Order, selecting Repair and Return as the Service 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 Service 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 Jobs for the current Service 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 service charges and, if required, obtain the customer's approval.
If the customer accepts the estimate, then proceed to step 7.
If the customer rejects the estimate, follow the business rules appropriate for your company, whether that be returning the product to the customer, storing the product for pickup, scrapping the product or closing the service order. Close the Service Order and the Service Request, if appropriate, to end this scenario.
Manage the service process using either WIP or Task service mode.
The definition of the Service Type that occurred during setup determines the service mode. Based on this definition, the Jobs tab or Tasks tab is available.
Note: The service mode associated with the seeded Service 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 Service Order, then create the Ship line manually.
Ship the serviced item, and process the Ship line accordingly.
See Ship a General Item.
Note: In a repair and return to exchange scenario, the item is initially received for repair through the RMA line, and a repair job created for it. However, during evaluation, technicians may decide that item cannot be economically repaired and the customer needs to be provided with an exchange. Users can Process the Ship line on the same Service Order to ship out an exchange item by typically modifying the Action Code to Exchange from Customer Item and entering the exchange serial on the Source field and the repair item in the Non Source serial field. Once the ship line is shipped out, the source serial will change its ownership to External customer, transfer the contract from non-source serial and change the ownership of non-source serial to Internal.
If required, create actual charges for the Service Order.
If required, book the actual charges for the Service Order.
See Book 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 Service Order, selecting Loaner, Repair and Return as the Service 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 service 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 Service 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 Service 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 Jobs for the current Service 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 service charges and, if required, obtain the customer's approval.
If the customer accepts the estimate, then proceed to step 10.
If the customer rejects the estimate, follow the business rules appropriate for your company, whether that be returning the product to the customer, storing the product for pickup, scrapping the product or closing the service order. Close the ServiceOrder and the Service Request, if appropriate, to end this scenario.
Manage the service process using either WIP or Task service mode.
The definition of the Service Type that occurred during setup determines the service mode. Based on this definition, the Jobs tab or Tasks tab is available.
Note: The service mode associated with the seeded Service Type Loaner, Repair and Return is WIP.
For more information, see the following topics:
If you have not created the Ship line for the serviced item automatically as part of the process of creating the Service Order, then create the Ship line manually.
Ship the serviced item, and process the Ship line accordingly.
See Ship a General Item.
If required, create actual charges for the Service Order.
If required, book the actual charges for the Service Order.
See Book 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 Service Order.
If required, book the actual charges for the Service Order.
See Book 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 depot has received the defective item.
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 Service Order, selecting Exchange as the Service 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 Service Order, then book the Return line.
If you have not created the Ship line automatically as part of the process of creating the Service 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 Service Order.
If required, book the actual charges for the Service Order.
See Book 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.
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 Service Order, selecting Advance Exchange as the Service 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 Service 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 Service Order, then book the Return line.
If required, create actual charges for the Service Order.
If required, book the actual charges for the Service Order.
See Book 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 depot sends a replacement item to the customer.
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 Service Order, selecting Replacement as the Service 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 Service 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 Service Order.
If required, book the actual charges for the Service Order.
See Book Actuals.
If required, invoice the customer.
See Invoice a Customer.
If appropriate, Close the Service Request.
There are two different flows in Depot Repair for processing internally owned items: the Asset Recovery flow and the Spares-to-Depot flow. These flows are similar in that both are used for processing internally owned items or parts; however, they differ in a number of aspects.
The Asset Recovery flow is initiated by a depot manager, service advisor or spares pool manager who wants to service, refurbish, recondition, remanufacture or recycle inhouse items or parts owned by the service business. You create a depot order for processing the material(s) in the Depot Workbench or the Create Service Order HTML screen. No RMA or Ship lines are auto-created, but you have the option to move materials from one warehouse or subinventory to another using the Internal Moves screen on the Logistics tab. The Asset Recovery flow is performed completely within the Depot application and does not require Spares Management to trigger the processing.
In the Spares-to-Depot flow, a spares planner indicates the type, number and location of internally owned items or parts to be sent to a depot for processing. This flow is used for reconditioning defective parts returned by a field service agent to a spares warehouse and returning the usable parts back to the spares warehouse. The Spares-to-Depot flow is only for scenarios where the same items and amount of material are moved back to the originating location after processing in the depot. Whereas, the Asset Recovery flow allows one-way moves, multi-warehouse moves, partial moves and moves involving upgraded materials. The Spares-to-Depot flow can only be performed by customers who have licensed both Spares Management and Depot.
The Asset Recovery flow requires the user to select a service type linked to the Refurbishment service type reference in the Service Type Setup window. Selecting Refurbishment as the service type reference disables the Estimate and Actuals tabs on the Depot Workbench. By entering the Internal IB Party in the Party field on the Depot Workbench SR Header, you can then select serial numbers and IB reference numbers for internally owned items from their respective LOVs. On the Depot Workbench Logistics tab, you can click on the Internal Moves button to move internally owned items and parts from one warehouse or subinventory to another.
From Spares Management, you identify how many units of each defective item you wish to service. Then you create a Service Request and one or more Service Orders, also within Spares Management, as follows:
For serialized items, there is one Service Order for each item instance.
For non-serialized items, there is one Service Order for each item.
The type of service 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 serviced 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 Service Order has been created in the Spares Management module of Oracle Field Service.
Steps
The steps below describe the processing for an individual refurbishment Service Order.
In the Find Service Orders window, search for the Service Order created in Spares Management.
When the Service 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 service.
In the Service Order Information area, the Service Type indicates that the item is to be refurbished; the value of the Service Type is provided by the profile option CSD: Service Type Internal Service Order.
For internal refurbishments, the Service Type Ref that you select must be Refurbishment. The service type reference acts as a template for certain attributes and actions. Selecting Refurbishment as the service type reference disables the Logistics, Estimate and Actuals tabs on the Depot Workbench. Additionally, if the Party entered on the SR header is the Internal IB Party, the system opens up the LOVs for SN and IB Ref Num to include internally owned items.
For more information on setting up Service Types, see the Oracle Depot Repair Implementation Guide.
Note: The check box labeled Internal Order on the Service Type Setup page is only used for Spares to Depot flow. The service types with that check box option selected are not displayed in the Service Types LOV on the Depot Workbench. Selecting this option means that the service type is generated only from the Spares application.
Click the Logistics tab.
The Service 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 service.
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 serviced.
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 serviced items are shipped via the Internal Order.
Process the shipping of the item back to the Spares Management location after service.
If appropriate, Close the Service Order.
If appropriate, Close the Service Request.
The service centres require the ability to interface with third parties to fulfill a customer's service requirements. Service centres track the movement of products, work, and financial obligation between all the parties involved in executing a service.
To move products to and from third parties, the "Third Party Repair" service type automatically creates a third party ship and third party RMA line to move product to and from an outside processing center. The outside processor can be defaulted to the logistics lines using defaulting rules. To track the work performed at the third party, and outside processing (OSP) operation is executed in the Technician Portal. Once the OSP operation is executed in the Technician Portal, the WIP OSP function automatically creates a purchase order to procure the desired service from the third party. To track the financial obligations between the service organization and the third party a business can create an account payable directly from the OSP purchase order or can create service payables (negative charges) in the Actuals tab.
For a third party service execution, an Outside Processing (OSP) operation is created in the 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.
See:
Oracle Work In Process User's Guide for information on the OSP process.
Oracle Purchasing User Guide for information on receiving and paying for purchase orders.
The return only repair functionality is used when a service 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.
The following steps describe how to process a service campaign or recall. A service campaign is a coordinated set of service actions focused on a specific set of customers or products in a business's install base. A recall is an action taken to address a problem with an item that makes it likely to fail, cause injury, or violate safety laws. Both service campaigns and recalls are executed from the same module.
For more information, see Service Campaigns and Recalls.
Steps
Navigate to the Service Campaign / Recall Module.
Enter the following descriptive information in the Service Campaign / Recall header section.
Recall Number
Recall Name
Status
Expand Hide Additional Details to enter the required details.
The Details tab lets you capture desired information regarding items or partners involved. Enter the following information:
Item Category
Item Names
Description
Revision Start and End
Serial Number Start and End
Lot Start and End
Partner Type
Partner Name
Partner Location
Start Date
End Date
Click Apply to save the details.
The Items tab contains a list of all known item instances impacted by the recall failure to service an item.
Click the Add Multiple Instances button to navigate to the Search Item Instances page.
Use the Search Item Instances page to select the item instance you want to add.
Click the Add to Recall button.
Click the Done button to navigate to the Update Recall page that displays the selected item instance(s).
Select one or multiple instance numbers and click the Generate Recall Work button to generate service requests, service orders and/or jobs for them. The system auto-assigns the work to the appropriate queue, employee or partner.
Execute the service campaign or recall by working the list of service requests, service orders and jobs as per normal operations. Update the service campaign or recall status as appropriate.
Use the Corrective Actions tab to store information regarding the reason for the recall, risk, discovery and resolution plan. Enter the following information in the Problem region:
Discovery Date
Recall Reason
Problem Description
Discovery Method
Incidents and Injuries
Risk
Consequence
Capture the details of the remedial actions taken in the Resolution region. Enter the following details:
Remedial Actions
Recall Strategy Description
The Metrics tab provides information regarding how many item instances are impacted, how many customers are impacted, how many items still require processing, and how many customers are still impacted.
Use the Recalculate Metrics button to refresh the Recall Metrics.
The following steps describe how to process a supplier warranty, which provides the ability to manage supplier warranty claims resulting from maintenance and service work.
Steps
Setup a supplier warranty template. Set the warranty template to automatically apply to item instances each time a new instance is created.
In the Warranty Workbench, search for all instances that have pending supplier warranties. Change the warranty status for each from Pending to Active.
Create a service order for an item with an active supplier warranty. In the Technician Portal, view the Debrief tab to see that the supplier warranty has automatically been linked to the service order. If more than one warranty applies to the item instance (for example, if there is a five year warranty on the item and a three month warranty for service previously performed on the item) the technician has the option to select either warranty.
Complete the Service Order.
Create a warranty claim using the Claim Workbench.
The following steps describe how to process a customer take-back request.
Steps
Create a Service Request for the customer's take back request. You can perform this in the Depot Workbench, the Depot Create Service Order page, Depot Returns Portal, iSupport or Teleservice. Note that the Customer here can be an internal customer as well as a product-owning customer.
Create a Service Order with a Take-back Service Type. The Depot Disposition Engine can automate the process of choosing how to process the returned material and to where the material should be returned.
Create a job to process the returned materials. If a service code is setup for take-back processing, use the service code to generate a job from the Technician Portal.
On the Service Execution tab of the Technician Portal enter the quantity of material recovered on the Materials region table.
Enter the Disposition Code in the Material Transaction Reason Code column for each part or material recovered and capture the location to which the material was recovered in the Subinventory column. Note that both of these data values can be defaulted by the system.
Use the Complete Work button to issue all materials recovered into inventory. Alternately, recoverable materials can be set to backflush automatically when the job is completed.
Close the Service Order and Service Request for the take-back item.
The following steps describe how to process a trade-in or upgrade using the Returns Portal.
Steps
Navigate to the iSupport Home page and select the Manage Returns link. This launches the Returns Portal.
On the Returns Portal Enter Items page, enter the item to be returned and select Trade-in or Upgrade as the return type. This triggers a partial page refresh displaying additional fields, such as serial number, return reason, and upgrade to item. Enter the appropriate values and click Next.
On the Locations page select the addresses for billing and shipping, or choose the defaults. Click Next.
On the Review and Submit page confirm that the information is as expected and review all charges and terms and conditions. Enter credit card information if required. Click Submit.
The Order Confirmation page displays with instructions for returning the item for trade in or upgrade.
To receive the returned item, a receiving clerk uses the Bulk Receiving portal to capture the returned item information.
Trade-ins are processed in the same manner as Take-back materials. See: Process a Customer Take-back Request.
Upgrades are processed by logging into the Depot Workbench.
Select the Service Order for upgrade.
Click the Jobs tab and click the Submit Jobs button.
Enter the Upgrade to Item on the Submit Jobs header.
Create the job.
Click Execute Job to launch the Technician Portal and complete the upgrade from the Technician Portal.
Note that the item returned for upgrade is defaulted on the Materials table of the Execute tab.
Complete the upgrade and click the Complete Work button to finish the job and update the Service Order status to indicate the item is ready to ship back to the customer.
From the Depot Workbench, the Shipping Clerk sends the item back to the customer requesting upgrade and closes the Service Order and Service Request.