Oracle Depot Repair User Guide

Contents

Title and Copyright Information

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Preface

Introduction to Oracle Depot Repair

What is Oracle Depot Repair?

Oracle Depot Repair Key Features

Business Process Flows

Setup Parameters

Integration with Other Oracle Modules

Overview of Using Oracle Depot Repair

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

Oracle Depot Repair Command Center

Depot Repair Command Center Overview

Open Service Orders Dashboard

Resolved Service Orders Dashboard

My Service Orders Dashboard

Oracle Depot Repair Business Scenarios

Process a Repair and Return

Process a Loaner, Repair and Return

Process an Exchange

Process an Advance Exchange

Process a Replacement

Process a Repair, Refurbishment, Remanufacture or Recycling of Internally Owned Items

Process a Third Party Repair

Process a Return Only Repair

Process a Service Campaign or Recall

Process a Supplier Warranty

Process a Customer Take-back Request

Process a Trade-in or Upgrade

Depot Workbench

Overview of Managing Business Processes

View Customer Profile

View Coverage Information

View Service History

Determine Contract and Price List Defaults at Service Order Creation

Create a New Customer

Create a Customer Contact

Create a Service Request

Find a Customer for an Installed Base Item

Create a Service Order in the Depot Repair Workbench

Create a Service Order Starting From Oracle TeleService

Create a Service Order Starting From Oracle Order Management

Update the Service Order Status

Update the Service Type of a Service Order

Create and Book a Return Line Manually

Move Items Internally

Find Service Requests and Service Orders

Transfer Installed Base Ownership

Create and Maintain Notes

Use the Diagnostics Tab and Oracle Knowledge Management

Manage Diagnostic Codes in the Diagnostics Tab

Search Oracle Knowledge Management

Manage Solutions in the Diagnostics Tab

Manage Service Codes in the Diagnostics Tab

Select Service Codes Manually in the Service Codes Area

Activate and Deactivate Service Codes in the Service Codes Area

Delete Service Codes in the Service Codes Area

Estimate Service Charges

Create an Estimate

Revise an Estimate

Obtain Customer Approval for an Estimate

Auto-Receive an Item

Receive an Item

Receive an Item for an Internal Order Refurbishment

Split a Service Order

Manage the Service Process

Create and Process WIP Jobs

Create a WIP Job for a Single Service Order

Process a WIP Job for a Single Service Order

Create a WIP Job Across Multiple Service Orders

Process a WIP Job Across Multiple Service Orders

Create and Process Tasks

Create a Task Manually

Create a Task Using a Task Template

Enter and Update Task Details

Prepare the Tasks Debrief

View Activities Related to a Service Order

Update Service Orders Concurrently

Send and View Workflow-Based Messages

Create a Ship Line Manually

Ship an Item

Move an Item to a Usable Spares Subinventory

Record Billing Data in Actuals

Add WIP Summary to Actuals

Add Task Debrief to Actuals

Add Estimate to Actuals

Create Manual Charges in Actuals

Book Actuals

Invoice a Customer

Close a Service Order

Close a Service Request

Create and Process an Internal Party Refurbishment

View Service Orders in Oracle iSupport

Third Party Flows

Execute Outside Processing

Select Service Parts from Dynamic Repair BOM Window

Print Traveler Document

View Service Bulletins using Depot Repair Workbench

Service Order Orchestration

View Read Only Workbench

Service Manager Portal

Overview

Service Manager Portal Page

Using the Service Order Backlog region

Using the Quality Event Watchlist region

Using the Advanced Search page

Using the Batch Create Jobs region

Using the Create Service Order page

Setting Up Aging Threshold

Setting Up Quality Threshold

Returns Portal

Overview

Interacting with the Returns Portal

Using the Returns Portal

Service Campaigns and Recalls

Overview

Service Campaigns and Recalls Process Flow

Creating a Recall Event

Using the Details Tab

Using the Items Tab

Using the Corrective Actions Tab

Using the Metrics Tab

Finding a Recall

Environmental Impact Dashboard

Overview

Environmental Impact Dashboard Overview

Using the Returns Tab

Using the Eco-Impact Tab

Using the Disposition Summary Tab

Using the Put on Market Tab

Bulk Receiving Module

Overview

Entering and Processing Bulk Receive Data

Bulk Receive Items Processing Logic

Technician Portal

Overview

Searching for Service Orders

Service Order Page Overview

Using the Evaluation Tab

Using the Service Execution Tab

Using the Debrief Report Tab

Launching Service Order Orchestration in the Technician Portal

Using Recommendations

Generating Estimates

Using the Complete Work button

View Service Bulletins from the Technician Portal

Manage ECOs

Backflush Service Parts

Auto-Issue Service Items to Jobs

Using Time Clock

Deleting Operations

Windows and Navigator Paths

Depot Repair Windows and Navigator Paths

Index