Set Up Service Activities

To set up service activities:

1. In Setup and Maintenance, select the Manufacturing and Supply Chain Materials Management offering. Click Service Logistics and then click Manage Service Activities.

2. Click the Add icon (Plus icon) to add a new Service Activity.

3. In the Service Activity Code field, enter a unique code for the service activity you're defining.

4. In the Service Activity field, enter a name for the service activity you're defining, for example, Customer Return.

5. In the Description field, enter a description for the service activity, for example, returned from customer.

6. For Transaction Category, depending on the service activity you're defining, select from the values:

   • Order

   • Return goods

7. For Business Process, depending on the service activity you're defining, select from the values:

   • Customer support: Select to set up service activities related to parts sales and returns

   • Parts Exchange : Select to set up service activities for parts exchange (broken part is returned by customer and replacement part is shipped as part of the same transaction)

   • Field service: Select to set up service activities related to field service debrief

   • Depot Repair: Select to set up service activities related to depot repair debrief

   • Depot Repair Logistics: Select to set up service activities for depot repair return and shipment

8. For Order Type, select from the drop-down list. List of values is derived from the lookup ORA_DOO_ORDER_TYPES. This will be the default sales order type for the corresponding service activity.
   Note: The Order Type field isn't required. If you don't need to create sales orders, then confirm that the Create Order check box isn't selected. This ensures that the Order Type and Order Line Type fields aren't required.

9. For Order Line Type, select from the values that appear depending on the transaction category you've selected.

10. Select a Resource Activity to map your service activity code to the work order resource activity code. This applies to field service and depot repair only. See topic Map Work Order Resource Activities to Service Logistics Activities in Chapter 7 for information about how this mapping works.

11. Select the Create Order check box to control which charge lines created in Service Logistics are passed to Order Management. If this check box is selected, the charge line is passed to Order Management so that customers can be invoiced accurately. Don't select this check box if you want the order orchestration process to be carried out in a third-party Order Management application.

12. Select the Zero Charge check box if you don't want to charge customers for parts covered by warranty or a contract, or for added labor or extra parts that weren't planned for the original repair.

13. Select the Update Cost check box to control whether costs are updated when you post charges.

14. Enabled is checked by default.

15. Click Save.

16. To associate the service activity you set up to a billing type, in the Billing Type region, click the Add icon (Plus icon).

17. Select the appropriate billing type for the service activity.

18. Click Save and Close to save the changes and close the Manage Service Activities page.