Overview of Using Oracle Depot Repair

This chapter provides an overview of the user interface and the major tasks that you can perform using Oracle Depot Repair.

This chapter covers the following topics:

• Accessing Oracle Depot Repair
• The Depot Repair Workbench
• The Service Request Information Area
• The Service Order Information Area
• Details Tab
• Logistics Tab
• Diagnostics Tab
• Estimate Tab
• Jobs Tab
• Tasks Tab
• Actuals Tab
• Drill into Order Management
• Depot Repair Workbench Tools Menu
• Depot Repair Workbench Data Menu
• Find Service Orders for Job Submission Window
• Submit Jobs for Service Orders Window
• Define Triggers for Service Bulletins
• Receive Unplanned Returns
• Receive Planned Returns
• Execute Repair
• Service Manager Portal
• Service Campaigns and Recalls
• Environmental Impact Dashboard
• Internal Moves

Accessing Oracle Depot Repair

At the core of Oracle Depot Repair is the Depot Repair Workbench that provides service agents with instant access to customer and Service Order information. You can access a number of tabs from the Depot Repair Workbench. Some tabs show information about the customer, the Service Request, and the service history of the item. Other tabs let you process transactions, such as:

• Receipt or shipment.

• Creation and processing of Jobs and Tasks.

The Depot Repair Workbench also provides access to a knowledge base through Oracle Knowledge Management.

The following procedures describe how to access the Depot Repair Workbench.

Steps

1. Navigate to the Find Service Requests window.

2. Click New. The Service Orders window opens providing access to the Depot Workbench.

3. Alternatively, in the Find Service Requests window, you can retrieve a specific Service Order by entering search criteria, and clicking the Find button.

   Note: You can also open the Depot Repair Workbench from the Service Request Quick Menu.

The Depot Repair Workbench

Oracle Depot Repair user operations start in the Service Orders window that is generally referred to as the Depot Repair Workbench.

In the Depot Repair Workbench you can perform many depot service functions, including Service Order creation, status monitoring, receiving, and shipping. From the Depot Repair Workbench you can create Service Orders to track the activities on customer or vendor items returned to depot repair for service, upgrade, or overhaul.

Using the Depot Workbench, you can capture a value for a Project, Task and/or Model Unit Number on a Service Order. The list of values for Project is restricted to those Projects defined in Oracle Project Manufacturing. The list of values for Task is restricted to the valid Tasks for the selected Project. When a Project, Task or Model Unit Number is selected on the Depot Repair Workbench, the values are passed to Order Management when an RMA or Ship line is created from Depot. Also, the values are passed to any WIP jobs created from the Depot Workbench.

You can use the Depot Workbench to cancel an order line in Order Management to the point of booking the order from the Depot Workbench. Select an RMA or Ship line in the Logistics tab, and select Cancel Order from the Tools menu.

The Depot Repair Workbench provides integration with Oracle E-Business Application Suite modules and components, such as Notes, Charges, Knowledge Management, Installed Base, Work in Process (WIP), Bills of Material (BOM), General Ledger, Inventory, Shipping, and Receiving.

For more information, see Integration with Other Oracle Modules.

Service organizations can start their depot business process from the Depot Repair Workbench. When a service agent enters the customer and item information, the Depot Repair Workbench automatically validates the customer and item in the Installed Base.

From the Depot Repair Workbench, you can:

• Create new customers.

• Review your customer profiles.

• Automatically create Service Request and charge lines based on the selected Service Type selected.

• Access shipping and receiving areas.

• Access WIP or Tasks for service management.

For more information on the Depot Repair Workbench, see:

• The Service Request Information Area

• The Service Order Information Area

• Details Tab

• Logistics Tab

• Diagnostics Tab

• Estimate Tab

• Jobs Tab

• Tasks Tab

• Actuals Tab

• Depot Repair Workbench Tools Menu

• Depot Repair Workbench Data Menu

The following features, that in previous versions were available through tabs in the Depot Repair Workbench, are now accessible through menu options:

• Coverage Window

• Activity Window

• Service History Window

For more details about these features, see Depot Repair Workbench Tools Menu and Depot Repair Workbench Data Menu.

The Service Request Information Area

You can enter and view customer information in the Service Request Information area. The fields in the Service Request Information area include:

• Customer Information Fields

• Contact Information Fields

• Item Information Fields

• Service Order Information Area

Customer Information Fields

Fields in the Customer Information area include:

• Customer Type: Caller types.

• Customer: Customer names. The customer can also be the internal party. Validation of items occurs against the party ID to assist the service of internally owned items.

• Account: Customer Account Number.

• Phone: Customer's contact telephone number.

• Bill-To: Bill-to address of customer or a related party.

• Ship-To: Ship-to address of customer or a related party.

  Note: The Bill-To and Ship-To addresses always default to the primary bill-to and ship-to addresses of the customer party, even if you select a primary address for the Installed Base instance.

  Note: Also, the list of values for the Bill-to and Ship-to fields contains only the bill-to and ship-to addresses of the customer party. The Bill-to and Ship-to fields do not contain the addresses of the contact even if you have selected one.

Customer Information Buttons

The button in the Customer Information area is:

• New Customer: To create a new customer, click the New Customer button

Contact Information Fields

Fields in the Contact Information area include:

• Contact Type: Choose this value from the list of values.

  Note: This field does not automatically default to a null value. If you do not want to enter any contact information, then select the blank value from the Contact Type list of values; the remaining contact information fields that follow are disabled.

• Contact: Contact's name (customer account validation is required). Select from the contacts that your organization defined during Oracle Depot Repair setup.

• Relationship: Specifies the contact's relationship with the customer, such as Associate of, Child of, and Benefactor of. Select from the Relationship list of values.

• Contact ID: Contact's Identification Number.

• Phone: Contact's telephone number.

• Email: Contact's email address.

• Service DFF: The Service DFF enables you to add more information.

Contact Information Area Buttons

The button in the Contact Information area is:

• New Contact: To create a new customer contact, click the New Contact button.

Item Information Fields

Fields in the Item Information area include:

• Installed Items Only check box: Validates the item against the Installed Base.

  When the Installed Items Only check box is not set, the list of values for the Item field displays both the Installed Base trackable items and the non-Installed Base trackable items.

  When the Installed Items Only check box is set, the list of values for the Item field displays Installed Base trackable items only, that is, those that have an Instance value.

• Item: Specifies the Item Number for which there is a Service Request.

• Revision: Displays the item revision, if the item is revision controlled.

• Instance: Shows the Instance value of the item, and applies only to items that have an Installed Base instance. If you choose to enter the Instance field for an item first, the Item field becomes automatically populated when you select the Instance value from the list of values.

• Serial Num: For serialized items, displays the Serial Number of the item.

  If you have not already entered or selected the Item, and when both of the following conditions occur:

  • Installed Items Only is not checked

  • You choose to select or manually enter an already-existing Serial Number

  then the Item field and the other item-related fields are automatically populated.

  If you have already entered or selected the item:

  • For serialized, Installed Base trackable items, you must enter or select a valid Serial Number.

  • For serialized, non-Installed Base trackable items, if you select a Serial Number from the list of values, then other item-related fields are automatically populated.

  • For serialized, non-Installed Base trackable items, if you manually enter a Serial Number, then, whether or not it already exists, no further item-related fields are populated.

• Opened: Displays the date when the request was opened.

• Closed: Displays the date when the request was closed.

Request Information Fields

Fields in the Request Information area include:

• Request Num: Displays the system-generated Service Request Number.

  Note: Set the profile option CSD: Enable Service Request Drill-down to Yes to enable the Request Num field as a hyperlink from where you can launch the Update Service Request page.

• Summary: Enter or view a brief description for the request in the Summary field. The Summary field is a text string field and is classified as a Note.

• Request Type: Choose from the list of values that your organization defined. The default value for this field comes from the profile option Service: Default Service Request Type.

• Severity: Choose from the list of values to assign a severity to the request. The default value for this field comes from the profile option Service: Default Service Request Severity.

• Status: This defaults to Open when you create a Service Request, as specified by the default value of the profile option Service: Default Service Request Status.

• Owner: Assign a Service Request owner. Definition of the owners occur in Resource Manager. The default value for this field comes from the profile option Service: Default Service Request Owner.

The Service Order Information Area

The Service Order Information area displays:

• SO Num: Read-only field that displays the system-generated Service Order Number.

• Service Type: A mandatory field that is part of the Service Order line that contains a list of values of the user-defined Service Types. A workflow supports each Service Type to automate the depot business process. For more information, see Service Type Processing.

• Item: An automatically populated field that shows the item that you specified in the Service Request Information area. This field can be changed.

• Item Description: The Item Description is populated automatically after the user selects a value in the Item field.

• UOM (Unit of Measure): An automatically populated field that shows the unit of measure after you specify the item. This field can be changed.

• Qty (Quantity): Automatically defaults to 1, but you can overwrite the defaulted value. In the case of serialized items, entering a quantity greater than 1 results in the creation of a Service Order with a Draft status.

• SO Status: Status of the Service Order.

• Estimate Approved: Displays the associated estimate approval status value. Values include Approved, Pending, Rejected, and null.

  Note: This is not the same as the Estimate Status which appears in the Estimate tab. For more information, see Obtain Customer Approval for a Estimate.

Note: You can search for service orders using the part number and serial number of the returned item. In cases where an item undergoes a change in part or serial number during the repair process, a business can opt to expose additional search criteria to search by the new part number or serial number using Personalization.

Details Tab

The Details tab contains:

• SO Num: A read-only field that displays the system-generated Service Order Number.

• Item: An automatically populated field that shows the item that you specified in the Service Request Information area. If multiple Service Orders have already been created that are associated with a single Service Request, this field displays the item in the Service Order line that you selected in the Service Order Information area.

• Revision: Displays the item revision residing in the Installed Base record, if the item is revision controlled.

• Instance: Shows the Installed Base Instance value of the item, if the item is Installed Base trackable.

  Note: The Instance field in the Details tab does not filter based on operating unit (OU). Item instances sold from one OU can be repaired in a different OU.

• Serial Num: Displays the Serial Number of the item for which service is requested, if the item is serialized.

• Unit Num: Displays a list of values that includes Model Unit Numbers defined in the Inventory Organization to which you are assigned.

• Lot Num: Displays the item Lot Number residing in the Installed Base record, if the item is lot controlled.

• Warranty Status: The list of values are part of an extensible lookup. The seeded values are: In Warranty, Out Of Warranty, and Warranty Violated. These values are editable. This attribute is used for businesses that have standard warranties but do not want to use Oracle Service Contracts. You can use Personalization to default the warranty status based on rules such as 1 year from Sold On Date, 90 days since Last Serviced Date and the like. This field is useful for companies which query warranty status from a third party database.

• Installed Site: Displays the (current) location identifier for the Installed Base item.

• Promise Date: Specifies the date within which completion of the item service should occur. This date is a prediction only, and is derived after the depot owner has reviewed the activities and commitments of the depot.

• Date Created: A read-only field that displays the system-generated date and the creation date the Service Order.

• Date Closed: A read-only field that displays the system-generated date and time stamp when the Service Order status is set to closed.

• SO Owner: Depot resource that is responsible for execution and completion of the service.

• Currency: Displays the functional currency of the service organization, for example, US dollar.

  Note: Each Service Order can have one currency only.

• Price List: Displays the Price List for the default contract of the Service Order.

  • For more information, see Contract and Price List Defaulting at Service Order Creation.

• Default PO Num: A free form text field to capture the Purchase Order Number. This value, if entered, becomes the default value for the PO Num fields in the Estimate Charge Line Details form, and the Logistics and Actuals tabs.

• Resolve By Date: The Resolve By Date specifies the date by which a service order should be resolved in accordance with the service contract associated to the service order. If a Service Contract exists, the Resolve By Date value defaults from the contract. In the absence of a Service Contract the date is null. Resolve By Date can be calculated based on service order creation date or RMA receipt date. See: The Service Types Screen, Oracle Depot Repair Implementation Guide.

The Depot Workbench supports integration with Project Manufacturing by enabling you to capture a Project ID, Task ID, and Unit Number on the service order. While service orders are not recognized on a Project, you can track the RMA lines, ship lines, and WIP jobs created as part of the service on a Project. The following fields enable this functionality in the Details tab:

• Project: Displays list of values that show only the active Projects defined in the Inventory Organization to which you are assigned.

• Project Task: Displays only the active Tasks linked to the selected Project.

Note: Once you select values for Project, Task, and Unit Number any RMA lines, ship lines, or WIP jobs created using the Depot Workbench are stamped with the Project, Task, and Unit Number IDs. If these IDs are changed on the Details tab, the values on the already created RMA lines, ship lines or WIP jobs are not updated. Any lines or jobs created after the updated Project and Task are stamped with the updated values.

Details Tab Check Boxes

• Estimate Approval Required: Forces an approval step after an estimate or diagnosis is performed, requiring the customer to approve the Service Order before the depot can proceed with the service.

• Automatically Enter and Book RMA: Appears selected or cleared by default based on setup of the Service Type corresponding to the Service Order. When you create a Service Order with this check box selected, the system automatically enters and books an RMA line. You can manually override the default selection for individual Service Orders.

Details Tab DFF

• Descriptive Flex Field: Enter flexfield information associated with the Service Order. You cannot edit the DFF field after the Service Order status is changed to Closed.

Details Tab Buttons

• View Configuration: Displays item details for items that are Installed Base trackable. Item details include the most recent item configuration and revision status. The depot can use this information when attempting to troubleshoot, upgrade, or service the item.

• Update Counters: Displays the Counters Update window. In the Counters Update window, service technicians can update the counters that are associated to an item.

• Update SO Status: Displays the Update Service Order Status window where you can change the status of a Service Order.

• Notes: Displays the Notes window. On the Notes window, you can record and share relevant information about customers and service processes.

  Selecting the Service Request Notes option creates Notes linked to the Service Request, whereas selecting the Depot Repair Notes option creates Notes linked to the Service Order.

Logistics Tab

On the Logistics tab you process receiving or shipping transactions, for all types of service.

For logistics operations not initiated using the Spares to Depot flow, that is, services that are not internal order refurbishments, the main operations that you can perform in the Logistics tab are as follows:

• Create and view RMA/Sales Order charge lines that are linked to a selected Depot Service Order.

• Edit or save an existing charge line.

• Book an RMA or Sales Order.

• Pick release a Sales Order.

• Receive a returned item and move it into a subinventory.

• Ship a serviced, loaner, or exchange item and ship items to third parties.

• Cancel a Sales Order.

• Create, Pick Release, Ship and Receive Internal Sales Orders from the Internal Move Orders screen.

• Default Logistics Lines for OSP Operations: This enables a technician to automatically create a third party ship and RMA line on the Logistics tab whenever an OSP operation is executed. Set the profile option, CSD: Create Logistics Lines for OSP, to Yes to enable this functionality.

• Add multiple RMA and Ship lines for a repair item, and any related items or accessories.

For the Spares to Depot Flow, the main operations that you can perform in the Logistics tab are as follows:

• Create and view the Move In and Move Out charge lines.

• Pick release the internal Sales Order.

• Receive the item for refurbishment and move it to a subinventory.

• Ship the refurbished item.

The main fields on the Logistics tab appear automatically in one of two different multi-record layouts, depending on the Service Type of the Service Order:

1. A general layout for most of the Service Types

2. A special layout for internal order refurbishment Service Types, that is, where the Service Type has been set up as follows:

   • The Service Type has Service Type Ref = Refurbishment.

   • The Service Type has the Internal Order flag set on.

     For details of setting up Service Types, see the Oracle Depot Repair Implementation Guide.

Under the multi-record area of the Logistics tab are the elements common to all Service Types:

• Logistics Tab Check Box and Radio Buttons

• Logistics Tab Buttons

Logistics Tab General Multi-Record Area

The general multi-record area of the Logistics tab contains the following fields:

• Process Trans (check box): Selects the charge line for processing. When you select a line, you can select the "Automate order processing steps through" check box and one of its associated process stage options to set the parameters for processing the charge line (see Logistics Tab Check Box and Radio Buttons)

• Action Type:

  In the Action Type field, select one of the following:

  • Return option to receive customer or vendor items.

  • Ship option to ship items to customers or vendors.

• Action Code: When the Action Code field is enabled, either leave the default value or select one of the following:

  • Customer Item option if the item belongs to the customer.

  • Loaner option if the item is on loan to the customer.

  • Exchange option if the item is an exchange.

  • Replacement option if the item is a replacement.

• Service Activity: Select the relevant Service Activity in this field, for example: Return for Repair.

• Order Num: Displays the RMA/Sales Order Number that Oracle Order Management returns.

• Line Num: Displays the Line Number in the Oracle Order Management order that is specified in the Order Num field.

• Status: Displays the status of the active Order Management Order Number. The status can be Entered, Submitted, Booked, Released, Received, or Shipped.

• Item: Choose the Item Number from the list of values.

• Price List: Specifies an Order Management Price List to price the Charge line.

• Qty: Specify the item quantity.

  If the value of Action Code is Customer Item, then the Qty in the Logistics tab must not exceed the Service Order Qty, that is, the Qty in the Service Order Information area.

• UOM: An item's unit of measure.

• Price: Specifies a price from the Price List for the charge line.

• Rev: Displays the item revision, if the item is revision controlled.

  Note: The Source fields that follow are based on item inventory attributes. For more information, see the Oracle Inventory User's Guide and the Oracle Depot Repair Implementation Guide.

• (Source) Serial Num: If the Source Item (the Item that is currently being shipped or received) is serialized, this field displays the Serial Number for the Source Item.

• (Source) Instance: If the Source Item (the Item that is currently being shipped or received) is Installed Base trackable, this field displays the Instance value for the Source Item.

  For a ship exchange line, the Source fields are optional and the fields are blank by default. You have two action items for the Source fields:

  • You can leave the Source fields empty if you do not know which instance is being shipped out and let them get populated during shipping.

  • You can select the instance/serial being shipped out if you know exactly which serial number is being shipped out.

  If the list of values in the Source field is empty, then check the following:

  • You have internally owned items.

  • A value is specified for Service: Inventory Validation Organization.

  Note: The Non Source fields that follow are based on attributes set up in Installed Base transaction subtypes. For more information, see the Oracle Depot Repair Implementation Guide.

• (Non Source) Serial Num: If the Non Source Item (the Item that is currently being replaced or exchanged) is serialized, this field displays the Serial Number for the Non Source Item. This applies only for Ship lines.

• (Non Source) Instance: If the Non Source Item (the Item that is currently being replaced or exchanged) is Installed Base trackable, this field displays the Instance value for the Non Source Item. This applies only for Ship lines.

  For a ship exchange line, the Non Source fields are mandatory and the service order item information defaults. To enable entering the serial number in the Non Source field, execute the following steps:

  • You need Non Source information for the Service Activities associated with the Service Types Exchange, Advance Exchange, and Replacement.

  • The list of value for the Non Source fields is activated only when the Action Type is SHIP or WALK_IN_ISSUE and Action code is EXCHANGE for product transaction line.

• Lot Num: Displays the item Lot Number, for lot controlled items.

• Subinv:

  • Displays the subinventory into which the item is received for Return lines.

  • Displays the subinventory from which the item is shipped for Ship lines.

• Locator: If the item is Locator controlled, displays the Locator information.

• Return Reason: Specify a reason for returning the item from the list of values.

• Return by Date: Specifies the date within which the item you need to return the item.

• Contract: Specifies the default Contract Number that applies to the charge lines.

  For more information, see Contract and Price List Defaulting at Service Order Creation and Coverage Window.

• PO Number: Specifies the Purchase Order Number corresponding to the order line in this field. This field value is not mandatory.

• (Addresses) Bill-To: Specifies the customer's Bill-To address.

• (Addresses) Ship-To: Specifies the customer's Ship-To address.

• Item Description: The description of the item.

• Picking Rule: The Picking rule for the ship line. This can be changed until the ship line is released.

• Add to Order: Displays the Order Management Order Number to which you want to add the Return/Ship line.

  If set, the two profile options:

  • CSD: Add to Order Num Within Service Order Default

  • CSD: Add to Order Num Within Service Request Default

    provide default values for this field.

    If both are set, the default value comes from CSD: Add to Order Num Within Service Order Default.

• No Charge (check box): You specify the default selection of this check box during implementation setup of the Service Activities and Billing Types. Selection of No Charge implies that you are not charging the customer for that transaction.

  After the charge line has been interfaced to Oracle Order Management, and an Order Number appears in the charge line, you cannot update the No Charge check box.

  Note: It is recommended that you do not use the Logistics tab to charge items for logistics-related transactions. Instead, enter charges on the Estimate tab.

Spares to Depot Flow

The multi-record area of the Logistics tab that is specific to internal order (not internal party) refurbishments contains the following fields:

• Process Trans (check box): Selects the charge line for processing. When you select a line, you can select the "Automate order processing steps through" check box and one of its associated process stage options to set the parameters for processing the charge line (see Logistics Tab Check Box and Radio Buttons.)

• Action Type:

  In the Action Type field, select one of the following:

  • Move In option to receive items from a source organization, such as a Spares Management site, and move them into a depot.

  • Move Out option to ship items back to the source organization, such as a Spares Management site.

• Action Code: The Action Code field displays one of the following values:

  • Defective, for the Move In line.

  • Usable, for the Move Out line.

• Order Num: Displays the internal Sales Order Number that Oracle Order Management returns.

• Line Num: Displays the Line Number and the Shipment Line Number in the Oracle Order Management order that is specified in the Order Num field.

• Status: Displays the status of the active Order Management Order Number. The status can be Created, Entered, Booked, Released, Received, Shipped, or Issued.

• Item: Choose the Item Number from the list of values.

• (Allocation Qty) Line: Displays the number of units specified on the internal refurbishment Service Order. For serialized items, the value is always 1.

• (Allocation Qty) Shipped: Displays the number of units shipped

  • From the source organization for Move In lines.

  • From the depot for Move Out lines.

• (Allocation Qty) Received: Displays the number of units received

  • Into the depot for Move In lines.

  • The field is disabled for Move Out lines.

• Requisition Num: Displays the Requisition Number from Oracle Purchasing.

• Item Desc: Displays the description of the item.

• UOM: Displays the unit of measure of the item.

• Serial Num: Displays the Serial Number of the item for which service is requested, if the item is serialized.

• Lot Num: Displays the item Lot Number, for lot controlled items

• Locator: If the item is Locator controlled, displays the Locator information.

• Ship-To Address: Displays the address of the destination organization.

• Source Org: Displays the organization from which the item is moved.

• Source Subinv: Displays the subinventory from which the item is moved.

• Destination Org: Displays the organization to which the item is moved.

• Destination Subinv: Displays the subinventory to which the item is moved.

• Order Type: Type of order from Oracle Order Management.

Logistics Tab Check Box and Radio Buttons

The fields under the multi-record area of the Logistics tab are as follows:

• Automate order processing steps through (check box)

  Automates order processing steps through selected options for Service Order lines.

  If this check box is selected, you must also select one of the radio button options below this check box, to determine the default processing option for the Service Order line.

• Enter Order (radio button)

• Book Order (radio button)

• Pick Release (radio button)

• Ship Confirm (radio button)

  Some of these radio buttons are disabled depending on a variety of factors, including the Action Type of the line, the Status, whether the service item is serialized, and the type of serialization.

Comments

The following provides a list of the main conditions that affect the visibility and usage of the radio button options on the Logistics tab:

1. For Return lines, you can select only the Enter Order or the Book Order radio button.

2. For Ship lines, you can select any of the four radio button options.

3. For Move In and Move Out lines, the Enter Order and Book Order radio buttons are disabled.

4. For Move In and Move Out lines, the Pick Release radio button is always enabled if the Status is Booked.

5. For Move In and Move Out lines, the Ship Confirm radio button is disabled in either of the following cases:

   • When the serialized item is serialized at Sales Order Issue.

   • For partial shipments.

Logistics Tab Buttons and Actions Field

The buttons on the Logistics tab include the following:

• Refresh Logistics: Used to update the shipping or receiving information in the Depot Repair application. This only updates the information for the current line.

• Process: This button:

  • Works in conjunction with the Book, Pick and Ship radio buttons on the Logistics tab to book, pick and ship confirm and and submits the transaction lines, whose Process Trans check box is selected, to Order Management and returns a system-generated Order Number to the Order Num field.

  • Prevents ship replacement before faulty returns for an Exchange service type with the ship line Action Code as Exchange, Action Type as Ship Exchange, and the Automate order processing steps through is set as Pick or Ship. For such exchange service types, the system will check to ensure that if there is an RMA line linked to that service order, the RMA line must be received in full. If that RMA line is not received in full, a warning message displays to asking you to confirm or refuse ship replacements. Should you select Yes, processing will continue as normal. Should you select No, then the Process action is canceled.

    Note: To prevent ship replacement before faulty returns you can select to grant or remove the Check RMA receipt before shipping the exchange function to a current responsibility/user.

The Actions field, accompanied by a Go button, contains a list of the operations available for processing logistics lines. Select an action and click Go to perform the corresponding operation. Depending on the Action Type and Status of the current logistics line, some options may be disabled, and you may not be allowed to perform some operations.

The list includes the following values:

• Edit Transaction Details: Displays the Transaction Details window. Depot users can edit the transaction details of the charges created for the customer item.

  This option is not available for Move In and Move Out lines.

• View Line Status Details : Displays the view-only Logistics Line Status Details window, that relates the Status for the current logistics line to the statuses in the corresponding Order Management, Shipping, and Receiving lines as maintained by the other, integrated Oracle applications.

• Inspect/Move: Used to perform inspection and moving of items to inventory during the receiving process.

  This option is only available for Return lines with a Status of Booked, and for Move In lines with a Status of Shipped.

• Receive: Displays the Oracle Receiving window to receive the item and place it in a subinventory.

  This option is only available for Return lines with a Status of Booked, and for Move In lines with a Status of Shipped.

• Ship: Displays the Order Management Shipping Transactions window to ship the item to the customer.

  This option is only available for Ship, Move In, and Move Out lines, when their Status is Released.

• Transact Move Order: Enables you to select a serial number for an item about to be shipped or moved.

  This option is only available for Ship, Move In, and Move Out lines, when their Status is Booked.

• Cancel Order Line: Allows you to cancel an order line, if the line processing has not gone beyond the booking stage.

  This option is available for Return lines before the Status becomes Received, and for Ship lines before the Status becomes Released. It is also available for Move In and for Move Out lines.

  To cancel an order line:

  1. Navigate to the Depot Repair Workbench.

  2. Create a Service Order. Alternatively, you can search and retrieve an existing service order. The Service Orders page opens.

  3. Click the Logistics tab.

  4. Select the line you want to cancel and select Cancel Order Line from the Actions list of values.

  5. Click Go. The required order line is cancelled.

• Project Details: Displays the Project Details window. It enables you to select a different Project, Task ID, and Unit Number for a specific RMA line or ship line and override the value that defaults from the Details tab. The Project, Task, and Unit Number LOVs under Project Details have the same values and constraints as the LOVs on the Details tab.

  Once an RMA line, ship line or WIP job is created, the Project, Task, and Unit Number information in Order Management and WIP cannot be changed from the Depot Workbench. Project, Task, and Unit Number information are not passed to Estimate or Actuals lines.

• Internal Move Orders: Allows you to move items or parts from one warehouse or sub-inventory location to another. The Internal Move window wraps the capabilities provided by the Internal Requisition and Internal Sales Order modules provided by Purchasing and Order Management.

Diagnostics Tab

A diagnostic code signifies a specific condition or symptom found by a technician. A service code represents a discrete service or set of services offered by a service organization.

The Diagnostics tab has the following layout:

• Diagnostic Codes Area

  In the Diagnostic Codes area, you enter Diagnostic Codes and perform searches for solutions in Oracle Knowledge Management based on the selected Diagnostic Codes. You can also search for solutions without specifying any Diagnostic Codes.

• Solutions Area

  In the Solutions area, you view matching potential solutions in Oracle Knowledge Management, determine which ones that you want to add as charge lines to the estimate or as Bills and Routings to the WIP Job or both, and indicate the usefulness of the solutions.

• Service Codes Area

  In the Service Codes area, after you perform a solution search in Oracle Knowledge Management, linked solutions will be returned with associated Service Codes (if any exist). These associated Service Codes will be populated automatically in the Service Codes area, if the linked solution Status is Useful. When your implementor sets up Service Codes, your implementor associates material or labor costs or both to each Service Code. For more information on setting up Service Codes, see the Oracle Depot Repair Implementation Guide.

  Note: If Oracle Knowledge Management is not installed or if the profile option CSD: Enable Knowledge Management is set to No, then Oracle Knowledge Management related elements will be disabled in the Diagnostics tab.

• Diagnostics Tab Button

  The Search Solutions button enables you to search for solutions in Oracle Knowledge Management.

Diagnostic Codes Area

The Diagnostic Codes area contains the following elements:

• Select (check box): Selects the Diagnostic Code to be included as a parameter in the Oracle Knowledge Management search.

• Code: Choose the Diagnostic Code from the list of values. This list includes only those Diagnostic Codes whose domains include either the Item or the Item Category of the Service Order Item, as set up in Oracle Inventory.

  For more information on setting up Diagnostic Codes, see the Oracle Depot Repair Implementation Guide.

• Name: This read-only field specifies the name of the chosen Diagnostic Code.

Diagnostics Codes Area Buttons

• Select All: Selects all the Diagnostic Codes in the Diagnostic Codes area.

• Deselect All: Deselects all the Diagnostic Codes in the Diagnostic Codes area.

Solutions Area

The Solutions area displays the solutions that have been given feedback in Oracle Knowledge Management and have been linked to a Service Order in Oracle Depot Repair.

The Solutions area contains the following elements:

• Number: The Oracle Knowledge Management Solution Number.

• Title: The Oracle Knowledge Management solution title.

• Status: The status indicates the usefulness of the solution. The values for Status correspond to the question posed in Oracle Knowledge Management: Is this solution useful in resolving your question or problem?

  • If the answer was Yes, the Status is Useful.

  • If the answer was Maybe, the Status is Possibly useful.

  • If the answer was No, and the value of the profile option Knowledge: Action for Negative Feedback Solution is Linked Solution as Not Solved, the Status is Not useful. If the profile option does not have the value Linked Solution as Not Solved, then the solution does not appear in the Solutions area.

You may change the Status value by clicking the Status field, selecting a different value from the list of values, and then clicking Update Status.

Solutions Area Buttons

• Details: Launches the window in Oracle Knowledge Management that displays the solution details.

• Update Status: In order to update the status of the solution, you must click the Status field that you want to change, select a new value from the list of values, then click Update Status.

  Note: After you have brought back a solution from Oracle Knowledge Management, you can only change the status of the solution in Oracle Depot Repair. You cannot delete a solution from the Solutions area; however you can change the status of a solution to "Not useful".

Service Codes Area

The Service Codes area contains the following elements:

• Applicable (check box): Enables the Service Code and its associated elements to be included in the subsequent creation of estimate lines and WIP Jobs.

• Code: The Service Code that is associated to WIP and Task elements, such as Bills, Routings, and Task Templates, to assist in the creation of estimate lines and WIP Jobs.

  This field is filled in either automatically or manually.

  After performing a solution search in Oracle Knowledge Management, linked solutions which have associated Service Codes will populate automatically in the Service Codes area, if the linked solution Status is Useful.

  You may choose Service Codes manually, whether you have any automatic entries or not.

  For manual selection, select from the Code list of values. This list displays those Service Codes whose domain includes either the Item or the Item Category of the Service Order Item, as set up in Oracle Inventory.

  For more information on setting up Service Codes, see the Oracle Depot Repair Implementation Guide.

• Name: This read-only field specifies the name of the selected Service Code.

• Solution Number: This read-only field specifies the identifying number of the Oracle Knowledge Management Solution associated with the chosen Service Code, if any.

Diagnostics Tab Button

The Diagnostics tab contains the following button that lies outside the three main tab areas:

• Search Solutions

  When you click the Search Solutions button, you initiate a search for solutions in Oracle Knowledge Management.

Estimate Tab

The Estimate tab lists the materials and labor expected to be used during service and the cost of those materials and labor. Estimate lines can be created manually, generated from one or more service codes or pushed in from the technicians's estimate on the Technician Portal. Additionally, materials and labor can be selected using the Select Materials screen launched from the Estimate tab.

Note: The Estimate tab can be hidden using the CSD:Enable Estimates profile option. If the Estimate tab is not visible on the screen, check this profile option.

The Estimate tab performs the following functions:

• It uses Order Management Price Lists to determine the selling price for each item selected in the charge line.

  Note: For more information on Advanced Pricing features supported by Oracle Depot Repair see the Advanced Pricing section in Integration with Other Oracle Modules.

• It obtains the Item Cost from the inventory Item Master list.

• It copies in charge lines associated with the applicable Service Codes selected in the Diagnostics tab.

• It calculates the profit margin for each of the charge lines as a percentage and actual dollar amount.

• It provides a summary of estimated charges, with subtotals for Material, Labor, and Expenses charges.

• It provides an estimate cost analysis, which lets you compare your estimated margins and profitability based on estimated costs and estimated charges.

• It enables a user to view estimate lines created and submitted by the technician from the Technician Portal. Users can update submitted estimated lines, reject the estimate, request the technician provide a new estimate, or submit the estimate to the customer for approval.

Estimate Tab Header Fields

The Estimate tab header fields and functionality include:

• Status: Select a status from the list of values. Estimate statuses in Oracle Depot Repair include:

  • Accepted: An estimate that the customer has approved.

  • Bid: An estimate that is awaiting customer approval.

  • Cancelled: A cancelled estimate.

  • Drafted: An estimate with information, but not ready to be revealed to the customer.

  • New: An estimate with no entered information.

  • Rejected: An estimate that the customer did not approve.

• Date: Select a date from the Calendar to enter the creation date of the Estimate.

• Reason: Select a Reason Code from the list of values that best describes the reason for rejecting or accepting the estimate. This field is enabled when the Status is Accepted or Rejected.

• Summary: Enter a free text work summary or problem description that best describes the service diagnosis or symptom of the broken or damaged item.

• Lead Time: Enter the number of units required to complete the item service.

• UOM: Select a unit of measure to describe the lead time units required.

• Descriptive Flex Field: Enter flexfield information associated with the estimate header. You cannot edit the DFF field after the Service Order status is changed to Closed.

Estimate Tab Multi-Record Fields

Fields and functionality in the Estimate multi-record area include:

• Source Type: Displays the source of the estimate charge line. Possible values are Manual, Service Code, Solution and WIP.

• Billing Category: Displays the categories of Material, Labor, or Expense.

• Item: Displays the selected Item Number from inventory

  Note: Items for estimates must be defined in the organization specified by the profile option Service: Inventory Validation Organization.

• Contract Number: Displays the Contract Number that is applicable to the estimate charge line.

• Price List: Displays the selected Order Management Price List.

• Pricing Attributes: Enter the appropriate Pricing Attribute flexfield information for the Price List.

• Qty: Displays the quantity if items for which service is being requested.

• UOM: Displays the unit of measure.

• Unit Price: Displays the item's selling price from the selected Price List.

• Estimated Charge: Displays the charge after the contract entitlement and Advanced Pricing rules have been applied.

  Note: For more information on Advanced Pricing features supported by Oracle Depot Repair see the Advanced Pricing section in Integration with Other Oracle Modules.

• Override Charge (check box): Select this if you want to change the Estimated Charge field.

  Note: This field is only enabled if the profile option CSD: Allow Charge Override for Estimates is set to Yes.

  Note: When you change the Estimated Charge, any discount associated with the contract is ignored.

• No Charge (check box): Discounts the charge line amount to zero or no charge.

Summary of Estimated Charges Fields

The Summary of Estimated Charges area displays:

• Material: Displays the subtotal of the estimated material required.

• Labor: Displays the subtotal of the estimated labor required.

• Expenses: Displays the subtotal of the estimated expenses required.

• Total: Displays the combined subtotal of the material, labor, and expenses.

• Currency: Displays the currency for the Service Order, for example: US dollar.

  Note: A Service Order supports only a single currency. The system supports different currencies for different Service Orders within a Service Request.

Estimate Tab Buttons

Buttons on the Estimate tab include:

• Estimate Notes: Enter justification notes that describe the estimated transaction line.

• Costs: Launches the Estimated Costs versus Estimated Charges window.

• Line Details: Displays the detailed estimate worksheet.

• Add Lines from Diagnostics: Copies charge lines into the Estimates tab from the Service Codes marked as applicable in the Diagnostics tab, and their associated Oracle Knowledge Management solutions, if not added already.

• Save Estimate: Records estimate header and charge line details.

• Create Job: Allows a user to create a job using the material and labor lines on the estimate. A number of key job data fields are defaulted from profile options to automate this process.

• Select Materials: Launches the Select Materials screen, in which a user can view the bill of all materials that are used in building or servicing the item. The bill of materials is displayed as a component hierarchy, and each level can be expanded or collapsed for ease of viewing. The user can choose which materials and which quantity of each material to add to the estimate. Users can also select a routing to indicate the labor required for the estimate.

About Estimate Charge Line Details Window

On the Estimate Charge Line Details window, you can edit details of charge lines that you had entered on the Estimate tab.

Note: You cannot add new charge lines or delete existing charge lines using the Estimate Charge Line Details window. To add a new charge line or delete an existing charge line, return to the Estimate tab.

In the multi-record area, the Estimate Charge Line Details window displays, as read-only fields, most of the charge line fields that appear in the Estimate Multi-Record Fields area of the Estimate tab, namely:

• Source Type

• Billing Category

• Item

• Contract Number

• Price List

• Qty

• UOM

• Unit Price

• Estimated Charge

• Override Charge (check box)

• No Charge (check box)

When you select one of the charge lines in the multi-record area, the Estimate Line Details region shows more details of the selected charge line.

Of all the fields that appear in the Estimate Line Details region, you can edit or enter the following field values.

• Billing Category

• Item

• Resource: Displays the resource type that was selected from the item master. This field is enabled when Billing Category = Labor.

• PO Num: Enter the customer or vendor Purchase Order Number to validate the acceptance of the estimate or customer's approval to proceed with the pending service. This field value is not mandatory.

• Price List

• Pricing Attributes

• Quantity

• UOM

• Quantity

• (Contract Information) Number

• Estimated Charge: You can edit this field if you set the check box Override Charge.

• Override Charge (check box): To be able to change this field, the profile option CSD: Allow Charge Override for Estimates must be set to Yes.

  Note: When you change the Estimated Charge, any discount associated with the contract is ignored.

• No Charge (check box): If No Charge is checked, then Override Charge is disabled.

When you update these field values, the application automatically updates any associated fields.

The Number field in the Contract Information area of the Estimate Line Details region displays the default Service Order contract. This contract could be the best contract, the contract associated at the Service Request level, or the contract selected manually from the Coverage window that you can access using the menu option path Tools > Coverage.

For more information, see Contract and Price List Defaulting at Service Order Creation and Coverage Window.

The default Service Order contract populates the Number field in the Contract Information area for each estimate charge line. You can override this default value at the estimate line level by entering a different contract by selecting from the list of values.

Other fields include:

• Revision: Displays the item Revision Number if the item is revision-controlled.

• Unit Price: Displays the unit price of the item.

• Extended Price: Multiplies Quantity by Unit Price to display the extended price.

• Item Cost: Displays the inventory cost for the selected item.

• Extended Cost: Multiplies Quantity by Item Cost to display the extended cost.

• (Contract Information) Description: Displays the Contract name for the selected Contract Number.

• Discount: Displays the discounted charges by applying the selected contract.

• Profit Margin: Displays the profit margin as a dollar value, for example, Profit Margin = $128.45.

• Profit Margin%: Displays the profit margin as a percentage, for example, Profit Margin% = 30%.

• Descriptive Flex Field: Displays the flexfield information associated with the estimate line. You cannot edit the DFF field after the Service Order status is changed to Closed.

Estimate Charge Line Details Check Boxes

Check boxes in the Estimate Line Details region include:

• Override Charge: Select this if you want to edit the charges in the Estimated Charge field.

  Note: To be able to change this field, you must set the value of the profile option CSD: Allow Charge Override for Estimates to Yes.

• No Charge: Discounts the charge line amount to zero or no charge.

Estimate Charge Line Details Buttons

Buttons on the Estimate Charge Line Details window include:

• Select Material: Enables the selection of materials.

• Save: Saves the estimate charge lines.

• Close: Closes the Estimate Charge Lines Details window.

Estimates Generated in the Technician Portal

Technicians generate estimates based on jobs created in the Technician Portal using the Generate Estimate button in the Technician Portal header region. This automatically creates an estimate on the Depot Workbench Estimate tab. There is an automatic change to the service order status when an estimate is generated from the Technician Portal.

Once the estimate is generated in the Technician Portal, customer service representatives can:

• View the generated estimate in the Depot Workbench Estimate tab.

• Add and remove lines to the generated estimate.

• Select or remove service contracts, capture pricing attributes and apply manual charge overrides to the generated estimate.

• Change the Estimate Status.

  Note: When the estimate status is changed, the system triggers a specified workflow and/or custom code.

See: Generating Estimates in the Technician Portal.

Jobs Tab

Access the Jobs tab from the Depot Repair Workbench. The Jobs tab displays details of WIP Jobs pertinent to the Service Order.

The Jobs tab displays:

• Job Name: The system shows the Job name after you have created the Job.

• Item: Displays the item for which the Job has been created.

• Organization: Displays the name of the service organization.

• Created: Displays the job quantity created.

• Completed: Displays the job quantity completed.

• (Allocated) Created: If the Job is created for more than one Service Order, displays the quantity created for this Service Order.

  Note: Jobs can be created for more than one service order using the Bulk Create Jobs form.

• (Allocated) Completed: If the Job is created for more than one Service Order, displays the quantity completed for this Service Order.

• Job Status: Displays the current status of the WIP Job.

• (Routing) Reference: Refers to the routing used for the Job.

  You create Routings in BOM. WIP uses Routings to assist the service process. Each routing contains the operations and resource requirements for the Job.

• (Routing) Alternate: Refers to the alternate if an alternate routing was used for the Job.

• Source Type: Displays Service Code or Manual, depending on how the Job was created

• Source Name: If Source Type is Service Code, the Source Name is the name of the Service Code. If Source Type is Manual, the Source Name has no value.

Buttons and Actions field

Buttons on the Jobs tab include:

• Refresh Job: Updates the Job information in Oracle Depot Repair.

• Create Job: Launches the Submit Jobs window.

  For more information, see Submit Jobs Window.

  The Create Job button is disabled in the following situations:

  • The profile option CSD: Allow Creating WIP Job Without RMA is set to No and nothing has yet been received against the Service Order.

  • Estimate approval is required, and the estimate has not yet been approved.

The layout of the rest of the foot of the Jobs tab depends on the value of the profile option CSD: Service Execution Mode.

If the value is WIP, the Jobs tab contains an Actions field and a Go button. The Actions list of values contains the following entries, which trigger the corresponding operation when you click the Go button:

• View Job: Displays the WIP View Discrete Jobs window in a read-only mode to show details of the Job.

• Execute Move: Displays the WIP Move Transactions window, which enables you to move the service item through the operations.

• Transact Materials: Displays the Oracle Inventory Material Transactions window, which enables you to issue the broken or damaged items and needed material for the WIP Job.

• Transact Resources: Displays the Resources window, which enables you to transact resources to the WIP Job.

• Complete Job: Displays the Oracle WIP Completion Transactions window, which enables you to complete the WIP Job.

If the value is Depot Repair, the Jobs tab contains the following button:

• Execute Job: Launches the Service Order page, in the Service Execution tab. See: Using the Service Execution Tab.

Submit Jobs Window

On the Submit Jobs window, you can submit one or more WIP Jobs for a given Service Order.

The Submit Jobs window includes:

• Job Parameters Area Fields

• Service Order Area Fields

• Service Codes, Bills and Routings Area Fields

• Buttons

Job Parameters Area Fields

The Job Parameters area of the Submit Jobs window includes the following fields:

• Item: Defaults to the Service Order Item, but you can change the item.

• Description

• Job Name Prefix

  If the value of the profile option CSD: Use CSD as Job Name Prefix is set to Yes, the value in this field appears as CSD, and cannot be updated.

  If the value of the profile option CSD: Use CSD as Job Name Prefix is set to No, the value in this field defaults to the value of the profile option CSD: Default Job Name Prefix, and can be updated.

• (Quantity) Service Order: Displays the number of item units on the Service Order.

• (Quantity) Received: Displays the number of item units received on the Service Order.

The other fields in the Job Parameters area include:

• (Quantity) Submit: Enter the number of item units that you want to submit for the Job. This field is mandatory.

  (Quantity) Submit must be greater than 0.

  The default for the (Quantity) Submit depends on the value of the profile option CSD: Allow Creating WIP Job Without RMA, as follows:

  • If the value is Yes, (Quantity) Submit defaults to the Service Order quantity.

  • If the value is No, (Quantity) Submit defaults to the received quantity.

    If the Job Item is the same as the Service Order Item, (Quantity) Submit cannot exceed the default value.

    If the Job Item is different from the Service Order Item, (Quantity) Submit can exceed the default value.

• Job Status: The job status with which you submit a Job to WIP. Possible values are Released and Unreleased. This field is mandatory.

  This defaults to the value of the profile option CSD: Default Job Status.

  Note: For a WIP Job to begin or for materials to be issued against the job, the Job Status must be Released.

• Accounting Class: The valuation and variance accounts associated with the accounting classes determine which accounts are charged and when. You can select any active asset non-standard or non-standard expense class. This field is mandatory.

• Start Date: The system date defaults as Start Date.

• Complete Date: Select the completion date and time for the WIP Job. Defaults to the start date. This field is mandatory.

For more information on WIP-related fields, such as Accounting Class, see the Oracle Work in Process User's Guide.

Service Order Area Fields

The Service Order area contains the following read-only fields, related to the Service Order:

• Customer

• Number: The Service Order Number.

• Type: The Service Type of the Service Order.

• Status: The status of the Service Order.

• Promise Date

Service Codes, Bills and Routings Area Fields

The Service Codes, Bills and Routings area is the region where you select which method you want to use to create the Job, as indicated by the radio buttons at the top of the area:

• Use Service Codes

• Select Bills and Routings

• Do not Specify Bills and Routings

Below the radio buttons, there are two multi-record areas. The availability and use of these multi-record areas depends on which radio button option you select.

Note: You cannot select the Use Service Codes button unless there are Service Codes associated in the Diagnostics tab.

If there are any Service Codes associated to the Service Order, the Use Service Codes radio button option will be selected by default in the Submit Jobs window.

In the Submit Jobs window, you must perform the following sequence of steps:

1. Select one of the radio buttons.

2. Enter information in one of the multi-record areas, if the area is enabled.

3. Click Submit Jobs.

Use Service Codes

If you select the Use Service Codes radio button, then the associated Service Codes and Bills and Routings will be displayed in the multi-record areas, and cannot be updated.

If you deselect the Use Service Codes radio button, the Service Code and Bill and Routing information is cleared.

For details of selecting Service Codes, see Use the Diagnostics Tab and the Knowledge Base.

For details of setting up Service Codes, see the Oracle Depot Repair Implementation Guide.

Select Bills and Routings

If you select the Select Bills and Routings radio button, the first multi-record area is not applicable, but the second multi-record area is available for you to fill in manually, and you must enter at least one bill or routing.

The fields in the second multi-record area are as follows:

• Bills (Reference)

• Bills (Description)

• Bills (Alternate)

• Routing (Reference)

• Routing (Description)

• Routing (Alternate)

These fields refer to Bills and Routings that are set up in Oracle Inventory and Oracle Bills of Material. For more information, refer to the user's guides for these applications.

Do not Specify Bills and Routings

If you select the Do not Specify Bills and Routings radio button, neither of the multi-record areas is applicable. With this option selected, when you submit a Job, it is submitted without any Bill or Routing information for creation in WIP.

Buttons

The Submit Jobs buttons include:

• Submit Jobs: Submits the Job to WIP for creation.

• Close: Closes the Submit Jobs window.

  Note: If there are any errors during the process of submitting a WIP Job, such as an inactive Service Code, they will appear in an Errors window.

Tasks Tab

You can access the Tasks tab from the Depot Repair Workbench. On the Tasks tab, you can create, assign, plan and execute the tasks needed to assist an item service. This tab is enabled only if the Service Type chosen has been defined during implementation to use the service mode of Task.

The tasks appear in the Tasks table. The fields on the Tasks tab dashboard area include:

• Number: Displays the system-assigned Task Number.

• Name: Displays the task name.

• Description: Displays the task description.

• Status: Displays the current task status.

• Priority: Displays the task priority, for example: Critical, High, Medium, or Low.

• Actual Start: Displays the task start date.

• Actual End: Displays the task end or completion date.

• Owner: Displays the task owner's name.

• Applicable QA Plans: Indicates whether any quality collection plans are associated with the task.

The fields on the Tasks tab include:

• Number: Displays the system-assigned Task Number.

• Type: Displays the depot task type, for example: Callback, Diagnostic, General, Service, or Upgrade.

• Name: Displays the task name.

• Status: Displays the current task status selected from the list of values.

• Priority: Displays the task priority selected from the list of values, for example: Critical, High, Medium, or Low.

• Description: A free text field to enter a detailed description of the displayed task.

• Publish (check box): If you wish to display the task for the customer to see on their Oracle iSupport Web portal, then select the Publish check box.

• Private (check box): Select the Private check box if this is a personal task and you do not want other employees to view it. Any resource associated with the task, for example an assignee, will have access to the task whether it is marked as private or not.

• Owner Type: Displays the owner type selected from the list of values, for example: Employee, Group, or Team Resource.

• Owner: Displays the task owner's name selected from the list of values.

• Assignee Type: Displays the assignee type selected from Assignment Manager.

• Assignee: Displays the assignee selected from Assignment Manager.

The fields in the Dates section of the Tasks tab include:

• Planned Start: Displays planned start date.

• Planned End: Displays planned end date.

• Scheduled Start: Displays scheduled start date.

• Scheduled End: Displays scheduled end date.

• Actual Start: Displays actual start date.

• Actual End: Displays actual end date.

The fields that appear in the Effort section of the Tasks tab include:

• Estimate Qty: Displays estimated number of units to complete the task.

• Estimate UOM: Displays unit of measure used to describe the estimated effort.

• Actual Qty: Displays actual number of units used to complete the task.

• Actual UOM: Displays unit of measure used to describe the actual effort.

Tasks Tab Buttons

Buttons on the Tasks tab include:

• Assignment Manager icon (next to the Assignee field): Displays the Assignment Manager window.

• Add Tasks from Diagnostics: Adds tasks associated with Task Template Groups associated with the Service Codes marked as applicable in the Diagnostics tab.

• Use Template: Displays the Create Tasks from Template Group window to permit creation of new tasks from previously defined templates.

• Launch Workflow: Starts the task workflow to reserve the designated resources and notify the task owner of task creation.

• Debrief: Displays the Debrief Report window to capture the Material, Labor, and Expense billing transactions used to complete the task.

• More: Displays the windows to display and capture additional task details including:

  • Resources: Defines and displays resource requirements, assignments, and scheduling information.

  • Dependencies: Specifies ordering and prioritization of multiple tasks.

  • References: Permits linking of task to different documents or to other pertinent background information.

  • Dates: Identifies more dates in addition to the planned dates.

  • Contacts: Enables creation and management of multiple contacts who are assigned to a task. The system obtains contact information from customer information.

  • Recurrences: Enables the scheduling of tasks to occur automatically.

  • Others: Identifies additional information about the task.

  • Audit: Displays an audit history log with the changed dates and the user responsibility that initiated the changes.

Note: Tasks functionality and secondary screen is sub-classed from the JTF Tasks and Field Service Debrief modules. Please see the user's guides for JTF Tasks and Field Service for more information on Assignment Manager, Resource Scheduler, Debrief, Task Templates and Task Workflow.

Actuals Tab

The Actuals tab enables a user to create invoices for charges incurred for services provided. Charges are submitted through Order Management to Oracle Accounts Receivable. Charges can be billed directly to the customer logging the service request, to a related customer party or site or to a third party. Charges can be negative in cases where customers or third parties receive a credit. Charges or credits can be created for multiple different parties, each of which will be invoiced separately.

The Actuals tab contains the following elements:

• Default to Bill area

• The Summary of Actual Charges area

• A multi-record area consisting of the charge line fields

• Buttons to allow you to perform the following operations:

  • Specify from where to add lines to the Actuals tab

  • View further details of the charge lines

  • Select and deselect all charge lines

  • Book selected charge lines

Depending on how you choose to add lines to the multi-record area, certain fields and buttons may be enabled or disabled. See the Comments at the end of this section.

Default to Bill area

Allows you to capture different values for customer, account and address details to charge the invoice to. These values are only used if entered before the Actual lines are created. A user can invoice separate parties by entering one party as customer, creating actual lines for that party, then changing the party and creating additional charge lines. This area consists of the following fields:

• Account

• Party

• Address

Summary of Actual Charges Area

The Summary of Actual Charges area displays a summary of the information which appears in greater detail in the multi-record area.

The Summary of Actual Charges area consists of the following read-only fields:

• Material: Total charge of all the charge lines with the Material billing category.

• Labor: Total charge of all the charge lines with the Labor billing category.

• Expenses: Total charge of all the charge lines with the Expenses billing category.

• Total: Total charge of all the charge lines.

• Currency: Currency of all the charges.

Actuals Tab Multi-Record Area

The multi-record area in the Actuals tab is populated either with data copied from other Depot Repair Workbench tabs, or manually.

The multi-record area of the Actuals tab includes the following fields:

• Select (check box): Selects the charge line for booking.

• Source Type: Describes the source of the actual charge line.

  The available values are:

  • WIP, Estimate, and Task, for lines copied from other Oracle Depot Repair tabs.

  • Manual, if you enter the actual charge line manually in this window. This value appears when you start to enter a new charge line.

    Note: The fields marked with an asterisk (*) below are available for you to enter data if the Source Type field is Estimate or Manual.

• Order Number: Displays the Order Number returned from Oracle Order Management, after you click Book Selected.

• Billing Category*

• Item*

• Serial Num*: This field is enabled for items that are serialized at receipt.

• PO Number*

• Contract Number*

• Price List*

• Pricing Attributes*

• Qty*

• UOM*

• Unit Price

• Charge*: You can enter a Charge if you first set the check box Override Charge and if the value of the profile option CSD: Allow Charge Override for Actuals is set to Yes. The Charge field will display the selling price from the Price List modified by any applicable Service Contract entitlements or Advanced Pricing rules.

  Note: For more information on Advanced Pricing features supported by Oracle Depot Repair see the Advanced Pricing section in Integration with Other Oracle Modules.

  See: Comments at the end of this section.

• Override Charge* (check box)

• No Charge* (check box)

Actuals Tab Button Area

The button area contains mainly buttons, and one data field, as follows:

Select All button: Selects all the eligible charge lines in the multi-record area.

Deselect All button: Deselects all the eligible charge lines in the multi-record area.

Book Selected button: Books the selected charge lines in the multi-record area. This button is visible only if you have the User Function Name Service Orders: Submit Charges associated with your responsibility.

Line Details button: Shows details of the actual charge line.

Source field: Source of charge lines to copy into the Actuals window.

• For WIP mode services, the options are WIP and Estimate.

• For Task mode services, the options are Task and Estimate.

Add button: Click this to copy the charge lines into the Actuals tab from the source you selected in the Source field.

Comments

1. The Book Selected button and the Select check box are enabled for all sources.

2. For lines whose Source Type is WIP, all the fields in the multi-record area except Override Charge (if CSD: Allow Charge Override for Actuals is set to Yes) and No Charge are disabled. If you check Override Charge, you can enter a new Charge.

3. For lines whose Source Type is Task, the Select check box is checked, by default, and cannot be deselected. All the other fields in the multi-record area are disabled.

4. For lines whose Source Type is Task, only Book Selected and Line Details are available to you, as task lines have already been flagged for interfacing to Oracle Order Management.

Drill into Order Management

The Sales Order Number on the Logistics and Actuals tabs can optionally be hyperlinked to allow you to click on it to launch the Sales Order or Quick Sales Order window in editable mode and in context of the clicked Order Number. You can enter information such as credit card number, ship method, payment details, and so on, then save the order, close the window, and return to the Depot Workbench without ever leaving.

You can navigate to the Sales Order or the Quick Sales Order window from the Logistics tab and the Actuals tab.

• From the Logistics tab: Select a Return Line, and book the order. A number appears in the Order Number field. Click the Actions list and select the Update Sales Orders option. This launches the Sales Order or Quick Sales Order window. You can also launch the Sales Order or Quick Sales Order window by clicking on the hyperlinked Sales Order number.

• From Actuals tab: Select the individual charge lines or click Select All to book all the charge lines and click the Book Selected button. A number appears in the Order Number field. Click the Order Number to launch the Sales Order or Quick Sales Order window. You can also launch the Sales Order or Quick Sales Order window by clicking on the hyperlinked Sales Order number.

Note: Set the profile option, CSD: Enable Sales Orders Hyperlink, to Yes. This profile enables the sales order hyperlink on the Logistics tab and Actuals tab. Also, set the Order Management profile option, OM: Sales Orders Form preference, to your preferred value to launch the Sales Order or Quick Sales Order forms.

Depot Repair Workbench Tools Menu

The Tools Menu of the Depot Repair Workbench provides the following facilities:

• Quick Menu: Launches the Quick Menu. The Quick Menu provides a user with quick links to other Service family applications, opening up the selected application in context of the service request number on the Depot Workbench.

  See: Oracle TeleService Implementation and User Guide for more information on using the Quick Menu

• Freeze Estimate: Freezes the estimate and prevents updates.

  Note: Frozen estimates cannot be unfrozen, so only choose this option after the estimating process is completely finished and no more changes can take place.

• Print Estimate: Submits the estimate for printing.

• Profile: To view an existing customer profile, select Profile from the Tools menu. For proper setup of the Profile window with customizable options, see the Oracle TeleService Implementation and User Guide.

• Capture Serial Numbers: For details, see Capture Serial Numbers.

• Find Customer: For details, see Find Customer Window

• Send Message: Choose Send Message from the Tools menu to send a workflow notification message, and have that message link to the Service Order selected in the Depot Repair Workbench at the time the message was sent. For more information, see the Oracle TeleService Implementation and User Guide.

• View Message History: Choose View Message History from the Tools menu to display the Message History window. For more information, see the Oracle TeleService Implementation and User Guide.

• Coverage: For details, see Coverage Window and View Coverage Information.

• Split Service Order: Allows the user to split a Service Order. For more information, see Split a Service Order.

Capture Serial Numbers

The Capture Serial Numbers window enables you to quickly create service orders for multiple quantity of the same serialized item. You can create a single Draft service order for the serialized item with a quantity greater than one, rather than creating a service order for each item individually. When you create a service order for a serialized item with quantity greater than one, it is automatically saved with a service order status of Draft. Once that service order is saved, the Capture Serial Numbers menu item is enabled. Select the Capture Serial Numbers menu item to launch the Capture Serial Numbers window. Use this window to capture the serial numbers for each item.

Click the Process button to create a new service order for each serial number entered. The quantity of items on the Draft service order decrements for each new service order created. If you capture the entire quantity of serial numbers, the Draft service order disappears. However, you can enter a partial quantity of serial numbers and only process those which have been entered, leaving the remaining quantity of serialized items to be processed later.

Serial number region

The fields enable you to enter the desired serial numbers for creating the service orders. Count field displays the total number of serial numbers you enter. If the serial number is not currently in the installed base, then the system adds the item to the installed base for you.

Buttons

Buttons in the Capture Serial Numbers window include:

• View Errors: Button is disabled. This button enables if any processing errors occur, and allows you to determine the reasons of failure.

• Save: Saves the serial numbers you enter without processing them.

• Process: Creates a new service order for each serial number entered and the quantity of items on the Draft service order decrements for each new service order created. It also adds any new serial numbers to the installed base for the customer on the SR.

• Close: Closes the Capture Serial Numbers window

Find Customer Window

The Find Customer Window enables you to find customers based on an item in Oracle Installed Base. This feature is available when you create the Service Request for the Service Order.

The header of the Find Customer Window enables you to find customers. Enter the relevant search criteria in the following fields:

• Item: Select the item from the list of values.

• Instance: Select the appropriate instance from the list of values.

• Revision: This field is updatable only for items that are revision controlled. If the item is revision controlled, you can select one of the defined revisions in the list of values.

• Serial Number: This field is enabled when the item is defined as serial controlled in the Inventory Item Master.

The Results region displays the names of the customers based on the search criteria provided in the header.

Coverage Window

The Coverage window displays the service contract and warranty entitlements for the item on the service order. Service contract entitlements only exist for items tracked in the Installed Base. When you select the Coverage option from the Tools menu in the Depot Repair Workbench, active entitlements or all entitlements (based on option button selection) applicable to the selected Service Order appear.

For more information see: View Coverage Information.

Option Buttons

Option buttons in the Coverage window include:

• View Active Contracts: Displays the active entitlements that are applicable to the selected Service Order.

• View All Contracts: Displays all the entitlements that are applicable to the selected Service Order, including expired ones. This is a useful tool for service agents to inform customers about contract coverage expiration and service contract renewal opportunities to reinstate item coverage.

Multi-Record Area Region

The fields that appear in the multi-record area region include:

• Default (check box): Permits the service agent to select a contract coverage to override the coverage selected at the Service Request level. Select the Default check box corresponding to the relevant contract coverage, and click Apply to cause this change. The system defaults this coverage to all charge lines associated with the selected Service Order. However, you cannot apply this selected default contract to the Task Debrief charge lines. The selected contract at the Service Request level applies by default to these debriefed charge lines.

• Contract Num: The item warranty or Service Contract Number.

• Service: The contract name, Warranty, PM, Support Only, and Full Service.

• Description: High-level description of the contract offering.

• Coverage: The service provider's contract coverage window in days and hours.

• Start Date: The warranty or contract's effective start date.

• End Date: The warranty or contract's effective end date.

Buttons

Buttons in the Coverage window include:

• View Coverage: Displays the Service Contracts Coverage window that shows details of the selected coverage. You can access this window also by double-clicking the Coverage (field) value of an entitlement. For more information, refer to the online help available from the Service Contracts Coverage window.

• Close: Closes the Coverage window.

• Apply: Select the contract entitlement that you want to use as default by using the Default check box, and click Apply. This selection overrides the existing default contract. This selected contract becomes the default contract for the Service Order. However, note that this contract cannot be applied to the Task Debrief charge lines. Instead, the contract selected at the Service Request level applies by default to the Debrief charge lines.

Depot Repair Workbench Data Menu

The Data Menu of the Depot Repair Workbench provides the following facilities:

• Service History Window

• Activity Window

• Reserve/Unreserve Serial Number

Service History Window

The Service History window displays all the Service Requests and Service Orders that have been logged against an Installed Base item.

Note: An item must be Installed Base trackable in order for this functionality to work.

A service agent can view a document by clicking the Service Order or Service Request Number links to display the historical document. This functionality permits the service provider to review the service history and service records spread over the lifetime of the Installed Base item.

The Service History window displays the following information in the multi-record areas:

Service Requests Fields

Service Requests fields include:

• Number: Service Request Number.

• Date Opened: Displays the creation date of the Service Request document.

• Date Closed: Displays the closed date of the Service Request document.

• Type: Displays the Service Request type.

• Status: Displays the current Service Request status.

• Severity: Displays the severity of the Service Request or Service Order that the owner set.

• Urgency: Displays the customer's urgency being weighted on the Service Request.

Service Orders Fields

Service Orders fields include:

• Number: Service Order Number.

• Date Opened: Displays the creation date of the Service Order document.

• Date Closed: Displays the closed date of the Service Order document.

• Type: Displays the Service Request type.

• Status: Displays the current Service Order status.

• Service Request: Displays the Service Request Number that is linked to the Service Order.

Buttons

Buttons in the Service History window include:

• Close: Closes the Service History window.

Activity Window

The Activity window provides the depot agent with information about the major events and activities that occurred for a Service Order. The agent can view the latest status with each event date and time stamped at the completion of a process step.

The fields that appear in the upper section of the Activity window include:

• Qty Received: RMA quantity that the depot received.

• Qty Submitted to WIP: Service Order quantity submitted to the Job.

• Qty Completed in WIP: Job quantity completed in WIP.

  Note: The Qty Submitted to WIP and Qty Completed in WIP fields appear only for services being processed in WIP service mode.

• Qty Shipped: Service Order quantity shipped against the Sales Order.

The fields that appear in the lower multi-record area include:

• Event: The Service Order event that the depot completed.

• Date: The completion date or time stamp of the activity.

• Details: Specific information about a particular activity.

Buttons

Buttons in the Activity window include:

• Close: Closes the Activity window.

Reserve/Unreserve Serial Number

Reserve Serial Number feature enables you to place a reservation for the serial number of the serviced item and perform pick release using the serial number reserved.

Navigate to the Reserve Serial Number option from the Data menu to perform serial number reservation manually. To un-reserve serial number manually, navigate to the Unreserve Serial Number option from the Data menu.

Note: The subinventory on the ship line is required for reserve serial number and un-reserve serial number.

Find Service Orders for Job Submission Window

The Find Service Orders for Job Submission window permits you to search for Service Orders against which you want to submit Jobs. Access the Find Service Orders for Job Submission window by double-clicking Submit Jobs under Depot Repair in the Navigator window. Double-clicking Submit Jobs displays the Organizations window, where you choose the organization that is servicing the item or where the item is being serviced.

In the Find Service Orders for Job Submission window, use the following fields to specify your search criteria or view the search results:

• Service Request Area Fields

• Service Order Area Fields

• Search Buttons

• Results Area Fields

• General Buttons

  

Service Request Area Fields

You can enter one or more Service Request search parameters in the following fields:

• Request Num: Service Request Number.

• Customer: Name of the person or organization.

• Account: Customer account.

• Severity: Service Request severity.

• Urgency: Service Request urgency.

Service Order Area Fields

You can enter one or more Service Order search parameters in the following fields:

• SO Num: Service Order Number.

• Item: The Service Order Item.

• Description: The description of the Service Order Item.

• Serial Num: The Serial Number of the Service Order Item.

• RMA/Sales Order Num: The RMA/Sales Order Number.

• Service Type: The Service Type of the Service Order.

• Supercession Item: The Item that has been upgraded or changed and used to replace another Item.

  For more information about supercessions, see the Oracle Field Service User Guide.

• Description: The description of the supersession item.

• Internal Order Num: The internal Order Number for a refurbishment generated from Spares Management.

• Internal Requisition Num: The internal Requisition Number for a requisition generated from Oracle Purchasing.

• Create Date: Creation date of the Service Order. Optionally, start and end dates for a range of creation dates.

• Promise Date: The Promise date of the Service Order. Optionally start and end dates for a range of promise dates.

• Create Date: Creation date of the Service Order. You can enter a creation date range if you want to perform a search based on this attribute.

Search Buttons

The Search buttons, below the Service Order area, include:

• Find: Searches and returns results based on your entered search criteria.

• Clear: Clears the fields in which you have entered values to specify your search criteria. You can enter new values to perform a new search.

Results Area Fields

The fields in results area are almost completely the same as the search parameter fields in the Service Request and Service Order areas. The main result fields, that appear in the non-scrolling area, are:

• Request Num: The Service Request Number for the Service Order.

• SO Number: The Service Order Number.

• Item: The Service Order Item.

General Buttons

The General buttons, in and below the Results area, include:

• Select All: Selects all the Service Orders in the Results area.

• Deselect All: Deselects all the Service Orders in the Results area.

  Note: To select multiple, non-contiguous rows from among the Search Results, press and hold the Control key, and click each row.

  Note: To select a range of rows from among the Search Results, click the first row of the range, then press and hold the Shift key, and click the final row of the range.

• OK: Displays the Submit Jobs for Service Orders window for the selected Service Orders.

• Cancel: Closes the Find Service Orders for Job Submission window.

Submit Jobs for Service Orders Window

On the Submit Jobs for Service Orders window, you can submit a single WIP Job for single or multiple Service Orders to WIP.

The Submit Jobs for Service Orders window includes:

• Job Parameters Area Fields

• Service Order Details Tab

• Bills and Routings Tab

• Buttons

  

Jobs Parameters Area Fields

The fields in the Jobs Parameters area include:

• Item: The item Number of the Job. This field is mandatory.

• Description: The item description.

• Job Name Prefix: The job name prefix for the Job.

  If the value of the profile option CSD: Use CSD as Job Name Prefix is set to Yes, the value in this field appears as CSD, and cannot be updated.

  If the value of CSD: Use CSD as Job Name Prefix is set to No, the value in this field defaults to the value of the profile option CSD: Default Job Name Prefix, and can be updated.

• Job Status: The job status with which you want to submit a Job to WIP. Possible values are Released and Unreleased. This field is mandatory.

  This defaults to the value of the profile option CSD: Default Job Status.

  Note: For a WIP Job to begin or for materials to be issued against the job, the Job Status must be Released.

• Accounting Class: The valuation and variance accounts associated with the accounting classes determine which accounts are charged and when. You can select any active asset non-standard or non-standard expense class. This field is mandatory.

• Start Date: The system date defaults as Start Date.

• Complete Date: Select the completion date and time for the WIP Job. Defaults to the start date. This field is mandatory.

• Total Submit Qty (read-only): Shows the total of the (Quantity) Submit values in the lines of the Service Order Details tab. This is the number of items that you want to submit to WIP.

  This is the same as the Released quantity for a Service Order line when you selected only one Service Order for submission to WIP. When you are creating a Job for multiple Service Orders, this field value is the sum of the quantities for all the Service Orders that you are submitting.

For more information on WIP-related fields, such as Accounting Class, see the Oracle Work in Process User's Guide.

Service Order Details Tab

The Service Order line or lines that you selected from among the search results in the Find Service Orders for Job Submission window populate the Service Order Details tab. The fields on the Service Order Details tab include:

• (Quantity) Service Order (read-only): Shows the item quantity in a Service Order.

• (Quantity) Received (read-only): Shows the quantity of items that you received against a Service Order.

• (Quantity) Submit: Quantity of items in a Service Order that you want to submit to WIP for service.

Bills and Routings Tab

You can optionally specify Bills and Routings to be used on the Job.

The fields on the Bills and Routings tab include two radio buttons:

• Select Bills and Routings

• Do not Specify Bills and Routings

The multi-record area, which is enabled only if you select the Select Bills and Routings radio button, consists of the following fields:

• (Bill) Reference

• (Bill) Description

• (Bill) Alternate

• (Routing) Reference

• (Routing) Description

• (Routing) Alternate

Buttons

The buttons include:

• Submit Jobs: Submits the Job or jobs to WIP for creation.

• Close: Closes the Submit Jobs for Service Orders window.

Define Triggers for Service Bulletins

Depot Repair provides an interface to the service manager enabling him to trigger notifications, escalations, and/or workflows based on key business events in the service shop. The service manager can drill down to the details of critical activities to speed up the resolution of issues, thereby increasing customer satisfaction.

Key business events include:

• Past Due Repairs

• Overdue Customer Returns or Loaners

• Product Returned Multiple Times

• Products Under Recall

• Products Requiring WEEE, RoHS, or other Regulatory Compliance

• Overdue Returns from Third Parties

Setting up Service Bulletins

To set up service bulletins

1. Navigate to the Service Bulletins page.

   This page displays the existing service bulletins in a summary table. The Simple and Advanced Search options enable you to look for a particular service bulletin.

   

2. Click the New Service Bulletin button to navigate to the Create Service Bulletins page.

   To duplicate a service bulletin, click the Duplicate icon. This reduces the overhead of bulletin creation.

3. Enter the information in the following fields. The fields marked with an asterisk (*) are mandatory:

   • Name: Name of the service bulletin.

   • Description: Description of the service bulletin.

   • Type: Select the type of the service bulletin.

   • Workflow Process: Associate a workflow process to the service bulletin.

   • Frequency: Select how frequently the service bulletin is applied.

     Apply Once per Item Instance implies that the service bulletin is applied only once for a particular instance. For example, you can set this frequency when an engineering change order is applied only once and for which the same bulletin does not need to be applied repeatedly. A bulletin with this frequency never gets attached to Service Orders with Non-Installed Base items.

     Apply Once Per Repair implies that the service bulletin is applied every time there is a new service order.

   • Mandatory: Select this checkbox to mark the service bulletin as mandatory on the service order.

   • Escalation: Select an escalation status based on the rules within your organization.

   • Start Date: The activation date of the service bulletin.

   • End Date: The expiration date of the service bulletin.

     Note: If the dates' field is left blank, it implies that the service bulletin is always active.

   

4. In the Service Codes region, click Add Another Row to define the service codes for the service bulletin.

5. You can add one or more attachments to a service bulletin using the Attachments region. Click Add Attachment to navigate to the Add Attachment page.

   Note: You can add a File, URL, or Text as an attachment.

6. The Rules region enables you to define multiple rules to associate to the service bulletin. Click Add Another Row to define rules.

7. Click the Details link in the Rules region to navigate to the Update Service Bulletin Rule page.

8. Use the Conditions region to define conditions for the rule. Click Add Another Row to enter the condition.

   A rule can have multiple conditions and all the conditions are evaluated to hold true for the rule to apply.

9. Click the Details link to navigate to the Update Rule Condition page.

10. Enter the required rule conditions and click Apply.

11. Navigate back to the Create Service Bulletin page and click Publish.

    Note: Once you publish the service bulletins, it becomes read only. You can only modify the start and end dates.

Receive Unplanned Returns

The Bulk Receiving module enables the receipt of unplanned returns. A receiving clerk can enter customer, item, serial number and quantity for all items in a shipment and the system will automatically process the return and receive it into inventory even if a returns material authorization does not exist for the items. Even in cases where some items do have approved RMAs and other items do not, the system can process both the planned and unplanned returns.

See: Receiving Returns using the Bulk Receiving Module.

Receive Planned Returns

A receiving clerk can receive items against the RMA and its associated Service Request and Service Order in cases where a customer requests authorization for return by calling the call center or requesting a return through the Depot Returns Portal. The receiving clerk enters the customer information from the outside of the package, and then enters the item, quantity, serial number (if applicable), and other applicable values for the items inside the package.

The receiving clerk then clicks the Process button to receive materials against RMAs if they exist. If no RMA matches the item and serial number entered, the materials are still received but are considered an unplanned receipt and flagged as such.

Execute Repair

The Technician Portal automates and facilitates the creation of work orders, issuing materials, and assigning resources, helping the service technicians to take good decisions. Based on a finite number of possible symptoms and a finite number of responses to those symptoms, the system can recommend or dictate work to be done, materials demanded, and resources needed for complex services based on symptoms captured by a technician.

See: Technician Portal.

Service Manager Portal

The Service Manager Portal enables you to monitor and manage all returns and service center operations from a single screen. This portal provides instant visibility to bottlenecks and process exceptions and allows you to manage the exceptions quickly. It allows a manager to perform the following:

• Monitor and report product quality issues.

• Monitor and manage work backlog and resources.

• Monitor and manage processing exceptions and escalations.

• Create, update and search service orders.

See: Service Manager Portal

Service Campaigns and Recalls

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. Some examples include:

• Calling all customers approaching their next regular maintenance interval.

• Calling all customers who have received service in the last month to survey their satisfaction.

• Emailing customers whose warranties are about to expire soon.

• Coordinating warehouse personnel to replace batteries on all spare parts that have been on the shelf over a certain period of time.

Service campaigns also include field change orders (FCOs), field actions, technical bulletins, and safety alerts. A service campaign enables a business to increase service revenue, improve product performance and increase customer satisfaction. When a campaign is used to address imminent safety hazards or possible product failures, it is considered a recall.

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. A recall is not always an intimation to a customer to discontinue using the product or return it to the company. It means that the item or device needs to be checked, adjusted, recharged or fixed.

A recall is either a correction or a removal depending on where the action takes place. A correction addresses a problem with an item in the place where it is used or sold. This is managed by providing information to end customers to fix the problem, sending replacement parts for end customers to swap out the defective part, or sending a field service agent to take care of the problem. A removal addresses a problem by removing the item from where it is used or sold. Removals also include items in warehouse inventories; spare pools or parts inbound in transit. A company may ship a replacement product to the customer or the customer may return the product for service.

See: Service Campaigns and Recalls.

Environmental Impact Dashboard

The Environmental Impact Dashboard enables you to monitor return streams to reduce returns processing costs, recover value from returned assets, build better products and minimize returns' impact on the environment. Another rationale for this dashboard is the increasing number of environmental regulations such as WEEE and ROHS. These laws require taking back products that consumers no longer want, taking back packaging materials, tracking recycling programs and landfill contributions, and removing hazardous materials from returns and disposing of them properly. This dashboard helps manage these requirements, minimize their costs and provide the reporting necessary to comply with the legislation.

The Environmental Impact Dashboard enables you to perform the following actions:

• Monitor how much material is being returned through each return stream.

• Monitor how much scrap and hazardous material comes from returns.

• Track the recovered value, cost of recovery and profit margin for returns.

• Track how much quantity of each product is put on market in each geography.

See: Environmental Impact Dashboard.

Internal Moves

The Internal Move function enables you to move items or parts from one warehouse or subinventory location to another. The Internal Move window wraps the capabilities provided by the Internal Requisition and Internal Sales Order modules provided by Purchasing and Order Management. A single service order can be linked to both sales orders and internal sales orders at the same time. Moreover, one service order can be linked to many sales orders and many internal sales orders at the same time.

See: Move Items Internally.