Process a Repair RMA in the Depot Repair Workbench

The Depot Repair Workbench lets you view all the details for a single repair RMA and manage the repair and return of a broken asset.

1. On the Manage Depot Repair page, query the RMA lines for your repair depot. The search results include the RMAs for assets that are being repaired in the selected repair depot and the broken assets that have passed or are passing through the facility in the process of being repaired. The latter occurs in complex depot repair and return environments involving multiple internal transfers of the broken asset.

2. To access the Depot Repair Workbench and view the workflow for a specific broken asset, click the RMA Line link.

Main features of the Depot Repair Workbench:

• The header region and Overview tab provide the repair RMA details and other related information such as the service request number, asset, and repair order details. Here you can:

  • View a list of the repair work orders.

  • Click the work order number to open the Edit Work Order page and view the work order details.

  • Click the service request number to access the Edit Service Request page and view the service request details.

  • Click the asset number to open the Asset Overview page and view details of the asset being repaired such as the asset configuration or the subscription coverage.

• In the Logistics tab, you can track the customer asset through the entire repair and return logistics flow. In complex depot repair and return logistics environments, you'll create the transfer orders to manage the flow of the broken asset from the source to the destination organization. This tab displays all the transfer orders associated with the repair RMA and the repair RMA's return and shipment sales order lines.

• The History tab lets you view the product service history. Here you can click the Document Number of a related work order or service request and view the work order and service request details for the broken asset.

• In the Estimates tab, you can estimate the cost of the repair order before the repair work is carried out. You can also adjust the estimated price of the items to include warranty coverage and other agreements.

• After the repair work is complete, click the Create Charges button to create the service charges for the labor, parts and expenses reported on the repair order. You can view the charges in the Charges tab of the Depot Repair Workbench.

• Review the debrief and add any other expenses using the Labor, Parts, and Expense tabs. The work order number in the debrief line lets you identify the work order that generated the debrief transaction. This is useful when there are multiple work orders for a single repair RMA line.

• Change the part debrief service activity code to control downstream processing.

• Review and edit the charges as required to ensure that all the costs are reported and the customer is invoiced accurately.

• Post these charges using the Post Charges button to generate the bill only sales order and invoice. The repaired product is then shipped to the customer.

Support engineers and customer service representatives can access the Depot Repair Workbench from the service request in their Fusion Service application. They can create depot repair estimates, track the movement of the asset and the progress of the repair order, and keep the customer updated. Here are the steps to follow:

1. Open the service request raised for the broken product.

2. Go to the Part Details tab.

3. To access the Depot Repair Workbench, click the icon next to the order number in the RMA return line.