1. Using Service Logistics
  2. Overview of Parts Ordering

Overview of Parts Ordering

Learn how you can use Service Logistics to source and order service parts.

You can use Service Logistics to:

  • Order customer replaceable service parts and consumables.
  • Approve, source, and order field service parts that need to be installed by the field service technician.
  • Return defective and excess parts.
  • Order parts to replenish the field stocking locations.
  • Create backorders for unavailable parts.
  • Bill customers for replacement parts and give credit for parts returned.
You can create the following parts orders:
  • Sales Orders: Created for parts-only service such as part exchanges, advanced exchanges, returns, and sales.
  • Transfer Orders: Created to ship parts to support field service for a specific Fusion Service or third party work order, and for replenishing technician trunk stock and other field stocking locations.
  • Reservations: Created to ensure that a part is reserved for a specific work order, when parts are sourced from field technician trunk stock as well as site-dedicated, and other unmanned stocking locations. A reserved part won't appear as available in a technician's trunk stock and can't be used for any other task.

What happens when a part requirement is created?

  • A parts search program runs automatically to find the parts in the service supply chain, select the optimal shipping method, and calculate the estimated arrival date. For the parts search program to work, you must configure the Service Logistics lookups, ORA_RCL_SOURCING_FS (for Field Service) and ORA_RCL_PART_SOURCING_CS (for Customer Service). In these lookups, you must define the sourcing options that will be used for customer service (service request parts sales and exchanges) and field service (service work orders). You must also set up the sequence in which these sourcing options will be used to look for parts. The parts search program looks for parts until it finds a sourcing stocking location that has all of the parts. The search program then selects the lowest cost shipping method and uses it to calculate the arrival time and create the transfer or sales order.

    If the search program doesn't return a result or returns a suboptimal stocking location, you can change the stocking location and shipping method in the Parts Search window. You can access the Parts Search window from the service request, work order, and part requirement pages. The Service Logistics parts search program also provides the option to use GOP and Inventory sourcing rules for parts search.

  • A Pricing Cloud process runs to calculate the sales price. For field service part requirements, this is an estimated price. The final price is calculated after the field service debrief transactions for parts, labor, and expense are reviewed and submitted. For customer replaceable parts, the sales price is the actual price that will be charged to the customer and is passed on to the sales order. Note that all discounts specified in the service contract for the customer and asset are applied before the price is calculated.

Let's understand a few more things about part requirements.

You can source the parts for a sales order shipment manually by selecting the source inventory organization and subinventory when you're adding the parts to the service request. The parts are manually sourced from the stocking location that you selected and not through the automatic parts search program. Manual sourcing is mostly used by service providers with simple supply chains. Note that manual sourcing is the only sourcing option available for depot repair shipments where the source is known when creating the shipment part requirement and the corresponding sales order shipment line.

Here's how you can create part requirements as a Service Logistics user:

In Service Logistics:

  • Source and order parts for service requests and work orders using the Manage Part Requirements and Create Part Requirements pages. These are service requests, generic work orders, Oracle Field Service Cloud work orders, and standalone work orders coming from Fusion Service. Note that standalone work orders are work orders that aren't associated with service requests.
  • Create part requirements for non-Fusion Service objects, such as a service request from a legacy customer service application or a third-party work order.
  • Edit part requirements in the Manage Part Requirements page.

Note that field service technicians can create and manage part requirements only for service work orders and third-party work orders assigned to them. They can also create part requirements to replenish their trunk stock.

In Fusion Service:

  • Order parts for service work orders and service requests in the Create Service Request and Create Work Order pages of the Fusion Service application. To do this, you must enable the required feature at the service offering. For instructions, see section Fusion Service in the Getting Started with Service Logistics Cloud Implementation guide.

    You can create part requirements for all types of service work orders: generic, Oracle Field Service Cloud, and standalone.

Note: As a Service Logistics user, you can't edit the part requirements created in the Fusion Service pages. You can only edit and cancel these part requirements in Fusion Service.

From Oracle Field Service Cloud:

Field service technicians can also create part requirements from Oracle Field Service Cloud. This is facilitated through the integration between Service Logistics and Field Service Cloud.