Manage Repair Orders from the Depot Repair Page

You can access the Depot Repair workbench to manage the repair and return of RMA lines.

Note:

A repair order can be created for any RMA status.

Use the Depot Repair Page

To access and use the Depot Repair page:

1. To open the Depot Repair page, click the RMA Line Number link from the Depot Repair search results.

2. To open the Service Request page, click the Service Request link to go to the Service Request page.

3. To view or edit the Depot Repair details:

   • Unposted debrief: Click Edit Details to update details such as account, bill-to address, the purchase order, and your descriptive flexfields information in the Depot repair details drawer.

     Then, click Update.

   • Posted debrief: Click View Details to open the Depot repair details drawer and view the debrief details.

4. In the Logistics region, click Create Transfer Order to move the returned parts and products through the repair supply chain.

   Note: You can click Refresh to refresh the Logistics region.

   For lines in the Logistics region, you can:

   • Select the Cancel Shipment Order action to cancel the shipment order line.
   • Select the Manage Reservations action to open the Manage reservations drawer. Here you can create serial number inventory reservations to ensure the correct repaired product or part is shipped to the intended customer. When you create serial number reservations, the serial number is printed on the pick list, so the warehouse knows the specific product or part to ship.

     Note: This action is only enabled for sales order shipments (not for transfer order shipments).

     To delete a serial number inventory reservation, click the trash can icon associated with that serial number. Once you delete a serial number, you can select that serial number for a future reservation from the list of values.

   • Click the pencil icon to reduce the number in the Order Quantity field for the shipment line, if the number of repaired parts to send back to the customer is less than the quantity of the original return material authorization (RMA). This sometimes occurs with a short shipment by the customer or when you can’t repair parts or products.

5. In the Assets region, click the Asset Number link to open the associated asset's detail page.

6. In the Repair Orders region:

   • To create or cancel a repair work order required for a returned asset, click Create Repair Order. This opens the Create Repair Order page where you can:

     • Create a repair work order with one or more serial-tracked assets with the same item number. You can only create repair work orders for a quantity less than the RMA/return sales order quantity.

       Note: To add multiple assets on a work order, you must enter the assets in a new tab within the Maintenance Work Order UI. If you only have one asset to repair, you'll select the asset on the Depot Repair Create Repair Order UI.

     • Capture project-related details using descriptive flexfields (DFF) in a project-enabled organization, if the DFF is set up.

     • Create a depot repair work order for asset transformations like product upgrades or the retrofitting of assets by enhancing them.
       1. In the Create Work Order page, create a repair work order for an asset. From the Target Item list, select a serialized asset item (which will be the transformed asset item upon completion of the work order).

       2. After creating the repair work order in Service Logistics, you can perform work order activities in Maintenance Cloud. In the General tab of the Edit Work Order page, the Completion Information header displays the transforming work order details, including the target item entered in Service Logistics

          A serial number is generated for the target item and the transformed asset is returned to inventory once you close the repair work order.

       3. The asset history in Installed Base shows all the asset changes that occurred as part of the transformation work order.

   • Click the Work Order link to open the associated work order's detail page.

   • Click the Cancel icon in the Actions column to cancel a repair work order.
     Note:

     You might need to do this if the serial number received doesn't match the serial number used to create the work order before it's received.

7. In the Charges region:

   • Click Create Charges to create service charges from repair work order material and resource transactions.

     Note:

     When creating service charges from a depot repair maintenance work order (MWO), if the MWO transaction has an asset on it, Service Logistics uses that asset to get subscription coverages and applies those coverages when the material and labor lines are created.

   • Click Add Charges to create and edit fixed and expense charges.

   • Enter the asset work in the Add Charges UI, so the proper subscription is applied when calculating charges. For labor and parts charges, the asset on the charge line comes from the source maintenance work order transaction and can't be updated in this UI.

   • Click More Actions to perform pricing-related actions like changing currency or repricing.

   • Click the Your Price link or the Amount link to edit prices and amounts for charge lines.
   • Click Post Charges to post charges for a single repair order.
8. Click the Your Price link and the Amount link to view the pricing details of the estimated amount at each line level. The Review Charge Amount drawer displays all the pricing components and adjustments from Pricing, which includes automatic adjustments, such as for subscriptions, and any manual adjustments that you enter. The subscription coverage and subscription number appear, so that you can research any billing discrepancies.

   1. Pricing Components: Describes the breakdown of the price components used to calculate the price on the charge line, including subscriptions and any other adjustments.
   2. Unit Price: Lists the unit price of the charge line.
   3. Amount: Includes the total amount the customer will be billed for the line.
   4. Your Price: Includes the total price the customer will be billed, including any pricing adjustments.
   5. Exclusive Tax: Includes the estimated sales tax.
      Note: Service Logistics supports inclusive and exclusive taxes. Inclusive taxes are included in the list price, while exclusive taxes are a separate price component.
   6. Net Price Plus Tax: Includes the sum total for Your Price and Exclusive Tax amounts.

9. In the header region, click Post Charges and Close to post all the charges associated with one RMA line number.

Start a Part Exchange for a Part that can't be Repaired

When a part or product can't be repaired, you can create a part exchange shipment to send the customer a replacement.

1. In the Assets table, click the Exchange icon for the asset that couldn't be repaired. This opens the Exchange drawer.
2. Specify the replacement item and other shipping details.

3. Click the Exchange button to perform an auto parts search to find the replacement part for shipment to the customer. A shipment part requirement and sales order line are created, and the execution of the shipment begins.

   When the new part or product is shipped, its asset inherits some attributes from the part that couldn't be repaired, including the parent asset and the subscription coverage.

   You can also manually source the replacement part.