11i Depot Repair Fundamentals Student Guide

11i Depot Repair
Fundamentals
Student Guide
Course Code
Edition 1.0
Month Year
Part Number
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Table of Contents
Overview of Service Request to Depot Repair Process ................................................................................1-1

Overview of Service Request to Depot Repair Process.................................................................................1-2
Objectives ......................................................................................................................................................1-3
Agenda...........................................................................................................................................................1-4
The Oracle Depot Repair Solution ................................................................................................................1-5
RMA..............................................................................................................................................................1-6
Service Request to Resolution Flow..............................................................................................................1-7
Service Channels ...........................................................................................................................................1-8
Depot Repair Basics ......................................................................................................................................1-9
WIP and Task Modes ....................................................................................................................................1-11
Basic Return and Repair Flow.......................................................................................................................1-12
Sending Goods in Advance ...........................................................................................................................1-14
Basic Exchange Flows...................................................................................................................................1-15
Basic Replacement Flow ...............................................................................................................................1-16
Full Repair and Return WIP Mode Example.................................................................................................1-17
Full Return and Repair Task Mode Example ................................................................................................1-19
Guided Demonstration - Creating and Processing a Repair Order ............................................................1-21
Practice - Creating and Processing a Repair Order....................................................................................1-29
Solution - Creating and Processing a Repair Order ...................................................................................1-35
Summary........................................................................................................................................................1-52
Overview of Oracle Depot Repair in the Oracle E-Business Suite ..............................................................2-1
Overview of Oracle Depot Repair in the Oracle E-Business Suite................................................................2-2
Objectives ......................................................................................................................................................2-3
Agenda...........................................................................................................................................................2-4
Oracle Depot Repair Integration Footprint....................................................................................................2-5
Required Applications Setup .........................................................................................................................2-6
Depot Repair Workbench Areas ....................................................................................................................2-7
Full Repair and Return WIP Mode Example.................................................................................................2-8
Service Request Dependencies ......................................................................................................................2-10
Top-Level Repair Order Dependencies .........................................................................................................2-12
Repair Order Contract Details .......................................................................................................................2-14
Repair Order RMA Line Dependencies.........................................................................................................2-15
Repair Estimate Dependencies ......................................................................................................................2-17
WIP Mode Repair Job Dependencies ............................................................................................................2-19
Repair Order Ship Line Dependencies ..........................................................................................................2-20
Estimate Charge Line Dependencies .............................................................................................................2-21
Full Return and Repair Task Mode Example ................................................................................................2-22
Task Mode Dependencies..............................................................................................................................2-23
Summary........................................................................................................................................................2-24
Prerequisite E-Business Suite Setups and Integations..................................................................................3-1
Prerequisite E-Business Suite Setups and Integrations.................................................................................3-2
Objectives ......................................................................................................................................................3-3
Agenda...........................................................................................................................................................3-4
Pre-Implementation Steps Overview .............................................................................................................3-5
Pre-Implementation Steps..............................................................................................................................3-6
Pre-Implementation Steps (continued) ..........................................................................................................3-7
Standard E-Business Suite Setups .................................................................................................................3-9
Depot Repair Implementer ............................................................................................................................3-10
Setup of Related Applications .......................................................................................................................3-11
E-Business Suite Application Module Setups ...............................................................................................3-12
E-Business Suite Application Module Setups (continued) ............................................................................3-13
Copyright © Oracle Corporation, 2002. All rights reserved.
11i Depot Repair Fundamentals Table of Contents

i
Applications and Modules Required Only for Specific Repair Modes..........................................................3-14
Setting Up Inventory .....................................................................................................................................3-15
Inventory: Profile Option...............................................................................................................................3-16
Setting Up Bills of Material and Work In Process ........................................................................................3-17
Setups for Receiving and Shipping................................................................................................................3-18
Setting Up Oracle TeleService: Service Requests .........................................................................................3-19
Setting Up Oracle TeleService: Customer Care ............................................................................................3-20
Setting Up Oracle TeleService: Charges .......................................................................................................3-21
Creating Service Business Processes.............................................................................................................3-22
Creating Service Activities ............................................................................................................................3-23
Creating New Billing Types ..........................................................................................................................3-24
Creating Install Base Transaction Subtypes ..................................................................................................3-25
Source and Non Source Information .............................................................................................................3-26
Default Time and Material Labor Schedule...................................................................................................3-27
Creating the Default Labor Schedule.............................................................................................................3-28
Setting Up the Defaulting Rules for Billing Operating Units ........................................................................3-29
Setting Up Oracle Knowledge Management .................................................................................................3-30
Miscellaneous Setups ....................................................................................................................................3-31
Setting Up Oracle Common Application Components..................................................................................3-32
Summary........................................................................................................................................................3-33
Oracle Depot Repair Specific Setup Steps.....................................................................................................4-1
Oracle Depot Repair Specific Setup Steps ....................................................................................................4-2
Objectives ......................................................................................................................................................4-3
Agenda...........................................................................................................................................................4-4
Categories for the Repair Types ....................................................................................................................4-5
Repair Types Setup........................................................................................................................................4-6
Repair Types Form ........................................................................................................................................4-7
Pre-Repair and Post-Repair Service Activities ..............................................................................................4-9
Setting Up Repair Types................................................................................................................................4-10
Reason Codes ................................................................................................................................................4-12
Setting Up Reason Codes ..............................................................................................................................4-13
Defining Lookup Codes.................................................................................................................................4-14
Defining Lookup Codes (continued) .............................................................................................................4-15
Setting Up Profile Options ............................................................................................................................4-17
Setting Up Profile Options (continued) .........................................................................................................4-18
Non-Depot Repair Profile Options ................................................................................................................4-23
Non-Depot Repair Profile Options (continued).............................................................................................4-24
Guided Demonstration - Creating a Repair Type ......................................................................................4-26
Practice - Creating a Repair Type..............................................................................................................4-30
Solution - Creating a Repair Type .............................................................................................................4-34
Practice - Creating a Special Repair Type .................................................................................................4-42
Solution - Creating a Special Repair Type ................................................................................................4-45
Summary........................................................................................................................................................4-49

ii
Preface
Profile
Before You Begin This Course
Before you begin this course, you should have the following qualifications:
• Thorough knowledge of <insert information specific to this course>
• Working experience with <insert information specific to this course>
Prerequisites
• <insert prerequisites from the course description, including any suggested preparation
courses>
• <if there are no prerequisites, insert the following sentence:> There are no
prerequisites for this course.
How This Course Is Organized
<Course Title> is an instructor-led course featuring lecture and hands-on exercises. Online
demonstrations and written practice sessions reinforce the concepts and skills introduced.

iii
Conventions in Oracle Application Navigation Paths
This course uses simplified navigation paths, such as the following example, to direct you
through Oracle Applications.
Oracle Application
(N) Invoice > Entry > Invoice Batches Summary (M) Query > Find (B) Approve
Oracle Form
• The first line in the Box is always the name of the application.
• The second line is the path to the form. This simplified path translates to the following:
1. (N) From the Navigator window, select Invoice then Entry then Invoice Batches
Summary.
2. (M) From the menu, select Query then Find.
3. (B) Click the Approve button.
Notations:
(N) = Navigator
(M) = Menu
(T) = Tab
(B) = Button
(I) = Icon
(H) = Hyperlink
(ST) = Sub Tab
• The last line is always the name of the window that appears on the top left corner of the
Oracle form.

iv
Overview of Service Request
to Depot Repair Process
Chapter 1
Overview of Service Request to Depot Repair Process

Chapter 1 - Page 1

Chapter 1 - Page 2
Objectives
Objectives
After completing this lesson, you should be able to do the

following:
• Explain how Depot Repair flows fit within the overall
Service Request to Resolution process
• Create and process a WIP Mode repair order

Chapter 1 - Page 3
Agenda
Agenda
• Oracle Depot Repair solution

• Service Request to Resolution flow
• Depot Repair basics
• Main repair types and basic flows
• Full Repair and Return WIP Mode example
• Full Repair and Return Task Mode example

Chapter 1 - Page 4
The Oracle Depot Repair Solution

Service Channels
Self-Service Agent-Assisted Field Service Depot Walk-In
Oracle Depot Repair

(and associated Oracle application modules)
Receive Estimate Plan Repair Ship

and and and Assign and and
Inspect Approve Schedule Debrief Bill
Manage Resources

Oracle’s Depot Repair solution lets service organizations with the ability to manage repair and
returns to minimize the negative impact on their customer’s production. It tracks repair activities
from the moment the depot receives an item to when it ships a corresponding item to the
customer, either repaired, exchanged, replaced, or loaned, and invoices the customer.
It enables repair centers to create and track repair orders, generate return material authorizations
(RMAs), assign repair work orders to the appropriate technicians, capture and process the repair
activity, ship the repaired/refurbished/new/loaned products, and invoice customers in accordance
with contractual provisions for work delivered. Oracle Depot Repair integrates with Oracle
Inventory, Oracle Order Management, Oracle Work In Process (WIP), and other Oracle
applications to deliver complete views of the customer, products, and service histories to anyone
involved in the repair process.
As the preceding slide shows, there are several service channels through which you can initiate
the use of Oracle Depot Repair, all of which can use the full set of features of Oracle Depot
Repair. This course concentrates on the agent-assisted channel, which begins with a call to a
service agent, and follows the processing path introduced in the course 11i Service Request
Fundamentals.

Chapter 1 - Page 5
RMA
RMA
Industry-standard term for
Return Material Authorization
• Permission for a customer to return goods
In Depot Repair, each return requires an RMA
You can create an RMA using the following modules:

• Oracle Order Management
• Oracle TeleService
• Oracle Depot Repair

Chapter 1 - Page 6
Service Request to Resolution Flow
Service Request to Resolution Flow
Receive Validate Review Enter

Verify
Service Customer Install Service
Entitlement
Contact Records Base Request
Identify Potential Solution

Telephone
Depot Repair
Dispatch
Work Maintain Create Resolve

Service Knowledge Charge Service
Request Base Order Request
Service Request to Resolution Overview

The slide illustrates a high-level view of the overall Service Request to Resolution flow.
Remember that your company may handle some of these tasks in a different order depending on
your company’s job roles and business processes.
In the slide, the Depot Repair channel is highlighted. This course covers the Service Request to
Depot Repair path, which leverages functionality from Oracle Depot Repair and is a subset of the
Service Request to Resolution flow.
The Identify Potential Solution box shows that the service request can be handled by telephone,
dispatch, or depot repair.
Note: Although it does not appear on the slide, customers can also follow the self-service path,
and identify potential solutions using the Web. In the self-service model, which uses Oracle
iSupport, customers search a company knowledge base for potential solutions without the
assistance of a service agent.

Chapter 1 - Page 7
Service Channels
Service Channels
Identify Potential Solution
Telephone Service Request to Resolution
Depot Repair Depot Repair Flows
Dispatch Service Request to Dispatch
Service Channels
The slide lists the common processing flow types associated with a service request. This course
covers only the flows relevant to Oracle Depot Repair.
Important: A service request must be created, through one of the channels introduced on an
earlier slide, either by a service agent or by a customer using Oracle iSupport, before any depot
repair processing begins.

Chapter 1 - Page 8
Depot Repair Basics
Depot Repair Basics
Customer
Faulty Goods
Depot
New or
Repaired Goods
or a Loaner
or a Replacement
Depot Repair Basics

The basic principle underlying all Oracle Depot Repair flows is the concept of replacing faulty
goods at a customer site with a useful alternative. The replacement may be a new product, a
product loaned to the customer while the faulty goods are being repaired, or the original goods
themselves sent back to the customer after they have been repaired at the depot.

Chapter 1 - Page 9
Repair Flows and Repair Types
Each Depot Repair flow is based on an Oracle Depot

Repair repair type
Customer Long Short

Customer
Product Internal Customer Customer
Product
Not Repair Repair Repair
Repaired
Repaired Cycle Cycle
Repair
and Return 9 9
Loaner, Repair
and Return 9 9
Exchanges 9 9
Replacement 9
Major Depot Repair Flows

The repair type is a central concept in Oracle Depot Repair. Repair types categorize the different
ways of processing in Oracle Depot Repair which cater for and satisfy the conditions of different
sets of real-world requirements, as shown on the slide. The following pages show details of each
of the major Oracle Depot Repair processing flows.

Chapter 1 - Page 10
WIP and Task Modes
WIP and Task Modes
WIP Mode
• Series of Sequential steps
• Material and cost management
– Uses Oracle Costing
• Example:
– Repairing test equipment which involves multiple
resources, and with many items to repair
Task Mode
• Minimal steps
• Sequence not enforced
• Example:
– Swapping a battery
WIP and Task Modes

When faulty goods are either sent or delivered to a depot for repair, the actions that occur at the
depot may vary considerably due to many factors. For example, there may be a contractual
obligation to ship out a replacement part immediately or to send a replacement free of charge. If
a product has extensive faults, which require the repair of a number of component parts, possibly
at different locations, the actual repair process may have to be split into smaller units, which then
have to be managed and coordinated before the product is repaired completely. To manage the
different kinds of repair jobs, Oracle Depot Repair has two modes for handling the repair
process, WIP (Work in Process) Mode and Task Mode.
WIP Mode is recommended for use when the repair jobs require a series of sequential steps and
materials management. Task Mode is recommended for use when the repairs require minimal
steps, and the sequence of steps is not enforced. WIP Mode leverages the costing of items
through Oracle Costing, while Task Mode does not integrate with Oracle Costing.
WIP Mode or Task Mode is associated with a repair type during implementation.
Note: Though a service organization can have different repair types associated with
different repair modes, it is recommended that a service organization select only one repair
mode for all repair types to enhance usability.

Chapter 1 - Page 11
Basic Return and Repair Flow
Basic Return and Repair Flow

Create Repair Order * You can perform
this task any time
Receive Defective Item into Inventory after the repair
order is created
Create and Approve Repair Estimate *
WIP Mode Task Mode
Create, Process, Create, Process,

and Complete and Complete
Repair Job Tasks
Ship Repaired Product
Close Repair Order
Basic Repair and Return Flow

The basic Repair and Return flow is one of the Depot Repair business flows that acts as a sub-
process of the Service Request to Resolution flow. The slide shows a high-level view of the steps
in the Repair and Return flow.
Notes:
1. Remember that before the first step of each of the Depot Repair flows, either you or the
customer must have created a service request.
2. When you create a repair order, you choose a repair type (in this case, Repair and Return).
3. The Oracle Dept Repair repair type always has a repair mode associated with it, either WIP or
Task, and this specifies what type of processing is required during the repair phase.
4. Usually you create and approve estimates in advance of actually repairing any defective items,
but you may perform these operations any time after the repair order has been created.

Chapter 1 - Page 12
Loaner, Repair and Return
Customer
1. Ship
Loaner
2. Receive Defective
Product
3. Ship Repaired
Product
Depot
4. Receive
Loaner
Loaner, Repair and Return

The processing flow that involves the most real-world and data processing steps is Loaner,
Repair and Return. In this situation, the depot sends a loaner product to the customer before the
defective product is received at the depot. After the defective product has been repaired and sent
back to the customer, the customer then returns the loaner product to the depot.

Chapter 1 - Page 13
Sending Goods in Advance

Customer
If the contract with the customer
allows it, you can …
… send out an
exchange part …
… in advance of …
Depot
… receiving the
defective part

In most of the Depot Repair flows, the defective goods that need to be repaired must arrive at the
depot before any product can be sent out to the customer. In the flows that involve loaning a
product to the customer, you send out the loaner product as the first step.
This slide introduces the concept of exchange and advance exchange. If allowed by the contract,
this allows the depot to send out an “exchange” part in advance of receiving the defective goods.

Chapter 1 - Page 14
Basic Exchange Flows
Exchange Advance Exchange
Create Repair Order Create Repair Order
Receive Defective Item Ship Product

into Inventory
Receive Defective Item

Ship Repaired Product into Inventory
Close Repair Order Close Repair Order

In the standard Exchange flow, defective items must be received into inventory before any goods
are shipped back to the customer. In the Advance Exchange flow, a product may be shipped out
to the customer before the customer sends the defective item to the depot for repair.

Chapter 1 - Page 15
Basic Replacement Flow
Create Repair Order
Ship Product
Close Repair Order

In the Replacement flow, no goods are received at the depot. Instead the depot sends the
customer a product to act as a replacement for the goods that they already have. In this case,
there is no requirement for the customer to return any goods to the depot.

Chapter 1 - Page 16
Full Repair and Return WIP Mode Example

Create Service Request
1. Create Repair Job
Search knowledge base 2. Process Repair Job
for previous similar cases 3. Complete Repair Job
Create Repair Order

Verify Contract Entitlements View product status

in the installed base
into Inventory Update counters
View product status
in the installed base Submit Charges
1. Create Repair Estimate Close Repair Order

2. Approve Repair Estimate and Service Request

[Notes on the slide contents:
1: The lighter box, highlighted in bold, represents the WIP Mode part of the complete process.
2. The dotted boxes represent optional steps.]
A real-world Repair and Return WIP Mode example, as shown on the slide, could be as follows:
1. Andre Beaulie from Business World contacts the Vision Help desk regarding a faulty hard
disk.
2. Service agent John Daugherty answers the call and creates a Service Request.
3. John searches the knowledge base for any possible solutions and from the solution list
identifies this as a Depot issue.
4. John creates a Repair Order and assigns it to Depot technician Paul Williams.
5. John requests Andre to return the product and provides him with a RMA number.
6. John verifies the entitlements in the contracts that are applicable to the Repair Order.
7. Paul receives the product into inventory, inspects the damage, and provides an estimate.
8. Andre approves the estimate, and Paul creates a WIP Mode job for the repair and completes
the repair process.

Chapter 1 - Page 17
9. After the product is repaired the depot ships the item back to the customer.
10. The depot submits the charges, if any, for invoicing the repair job.
11. The service agent closes the repair order and the service request.

Chapter 1 - Page 18
Full Return and Repair Task Mode Example

1. Create Tasks
Search knowledge base 2. Process Tasks
for previous similar cases 3. Complete Tasks
Create Repair Order

Verify Contract Entitlements

View product status
in the installed base
into Inventory
Update counters
View product status
in the installed base Submit Charges
1. Create Repair Estimate Close Repair Order

2. Approve Repair Estimate and Service Request
Full Repair and Return Task Mode Example

[Notes on the slide contents:
1: The lighter box, highlighted in bold, represents the Task Mode part of the complete process.
2. The dotted boxes represent optional steps.]
This generalized example shows the steps involved in processing a repair and return scenario for
a customer using Task Mode:
1. A customer calls the depot with a product issue.
2. The service agent creates a Service Request.
3. The service agent reviews the contract and notices that customer is eligible for repair.
4. The service agent searches the knowledge base and finds an applicable solution.
5. The service agent creates a repair order with a repair type which uses Task Mode.
6. The service agent authorizes the product return and provides a RMA number.
7. The depot receives the product.
8. The depot uses a pre-defined task template to manage the repair effort.
9. The depot completes the repair and ships the product back to the customer.

Chapter 1 - Page 19
10. The depot submits the charges, if any, for invoicing the repair.
11. The service agent closes the repair order and the service request.

Chapter 1 - Page 20
Guided Demonstration - Creating and Processing a Repair Order
This demonstration shows how to perform the following tasks:
• Create a service request
• Create a repair order
• Verify contract entititlements and set up a default contract for the repair order
• Receive an item into inventory
• Create and approve a repair estimate
• Create a WIP (Work In Process) repair job
• Issue a component for the WIP job
• Complete the WIP job
• Ship the repaired product
• Submit charges for the repaired product
• Close the repair order and service request
Creating a Service Request
Notes: Unless otherwise stated, all the steps are to be performed in your first connection session.
1. Navigate to the Repair Orders Search form.
• (N) Depot Repair > Repair Orders
2. Click (B) New.
In the Repair Orders window, in the Service Request Information area, enter the following
data:
Installed Products Only On
Account 1608
Contact ID 2817
Serial Num EM600000
(If this serial number is not available, select one of
the other serial numbers starting with EM60000.)

Chapter 1 - Page 21
Summary Hard Disk Failure
Note that entering some values causes several other fields to be populated.
3. Click (I) Save.
The Request Num field gets populated with the Service Request Number.
Creating a Repair Order
4. In the Repair Order Information area, in the Repair Type field, select Repair and Return (the
default value).
Note that product details are copied into the Repair Order Information area from the service
request that you just created.
5. In the Details tab, select the following values:

Promise Date Day following the current date
Owner Hopkins, Jack
6. Click (I) Save.
The repair order is created and the Repair Num field is populated with the repair order
number.
Note that the Repair Mode, in the Details tab, is WIP.
Creating the repair order also activates the Receive/Ship tab.
7. Click (T) Receive/Ship.
Two charge lines have been created:

− A RMA line for receiving the damaged product into inventory
− A SHIP line for shipping out the repaired product to the customer

Chapter 1 - Page 22
Verifying Entitlements and Applying Contracts
8. Click (T) Product Coverage.
9. Select the marker box (the first field) on the line with contract number 21278.
10. Click (B) View Coverage.
The Service Contracts Coverage window is launched.
11. Verify the entitlements and exit out of the page by clicking the top right-hand X.
12. Back in the Product Coverage tab, click (B) Apply.
The selected contract is attached to the repair order.
13. Verify this by clicking the Details tab.
In the Contract field you can see contract 21278 attached to the repair order.
Receiving the Item into Inventory
15. In the RMA line, note the Order Number.
16. Select the Process Txn checkbox in the RMA line.
17. Click (B) Receive.
The Find Expected Receipts window appears.
18. Click (T) Customer.
19. Enter the Order Number from the Receive/Ship tab into the RMA Num field.
20. Click (B) Find.
The Receipt Header and Receipts windows appear.
21. Minimize the Receipt Header window.
22. In the Receipts window, select the checkbox next to the receipt line for item AS99689.
23. In the Destination Type field, change the value from Receiving to Inventory.
24. Scroll to the right, and in the Subinventory field, select Depot.
25. Click (B) Lot - Serial.


Chapter 1 - Page 23
The Serial Entry window appears.
26. Select the Individual radio button.
27. Enter EM600000 (or the serial number that you intend to receive) in the Start Serial Number
field.
28. Click (B) Done.
29. Click (I) Save.
This submits a Receiving Transaction Processor concurrent process.
You should make sure that it completes successfully before running the Update Receiving
process.
30. In the window for your second connection session, navigate to the Find Requests window.
• (N) Service Request > Others > View Requests
31. Click (B) Find.
In the Requests window, you should see that the Receiving Transaction Processor process
has completed (if not, click Refresh Data periodically until the process has completed).
You will be using the Requests window later in the practice.
32. For the time being, minimize the Requests window.
33. Back in the Receipts window for your first session, close the Receipts window, by clicking
the top-right-hand X.
34. From the top menu, select (M) Tools > Update Receiving.
When this completes, the Activity tab appears with RMA Received details.
Creating and Approving a Repair Estimate
35. Click (T) Repair Estimate.
36. Enter values for the following fields:

Lead Time 2
UOM Day
37. Click (B) Save Estimate.
This saves the estimate header.
38. Enter the following values for the estimate details:

Chapter 1 - Page 24
Billing Category Material
Product Material
Pricelist Corporate
Qty 1
The estimate is saved and the Material, Charge, Profit Margin and Profit Margin% are
calculated based on the contract selected during the creation of the repair order (these fields
can be seen if you click the Line Details button).
At this point, the repair technician contacts the customer and verbally obtains the approval
to start the repair job.
40. Change the Status of the estimate from New to Accepted.
41. Click (B) Freeze Estimate.
42. Click (B) OK.
The estimate is frozen and the product is ready to be repaired.
Creating A WIP (Work In Process) Repair Job
43. Click (T) Repair Jobs.
44. Click (B) Repair Job.
The Organizations window appears.
45. Select M1 - Seattle Manufacturing.
46. Click (B) OK.
The Submit Repair Jobs (207 Seattle Manufacturing) window appears.

Accounting Class Rework
Start Current date
(this also sets the Complete date, which you can change if required)
48. Click (B) Submit Job.
This submits the WIP Mass Load concurrent process. Make sure that this completes
successfully.
49. Restore your minimized Requests window, and click (B) Refresh Data.

Chapter 1 - Page 25
50. Minimize the Requests window.
51. In the Submit Repair Jobs (207 Seattle Manufacturing) window, click (B) Close.
52. From the top menu, select (M) Tools > Update Repair Job.
When this completes, the Activity tab appears with repair job creation details.
Issuing a Component for a WIP Job
53. Click (T) Repair Jobs > (B) Material Txn.
This launches the Material Transactions (M1) window with the Transaction Type defaulted
to WIP component issue.
54. Select the Specific Component radio button.
55. Click (B) Continue.
The WIP component issue (M1) window appears for the associated repair job.
56. Enter the following data:
Item AS99689 (click OK for the pop up note)

Subinventory Depot
Quantity 1
57. Click (B) Done.
This closes the WIP component issue window.
58. Close the Material Transactions (M1) window by clicking the top right-hand X.
Completing the WIP Job
59. Click (T) Repair Jobs > (B) Complete Jobs.
The Completion Transactions (M1) window appears.
60. Note the Job Number in the Repair Jobs tab, and select this number in the Job field of the
Completion Transactions (M1) window.
The WIP Assy Completion (M1) window appears.

Chapter 1 - Page 26
Subinventory FGI (This is the place from where you ship your orders)
Quantity 1
63. Click (B) Done.
This closes the WIP Assy Completion (M1) window.
64. Close the Completion Transactions window by clicking the top right-hand X.
66. When this completes, the Activity tab appears with the repair job completion details.
Shipping the Repaired Product
68. Select the Process Txn checkbox next to the Ship Line.
69. Enter a valid serial number in the Serial Num field, for example, EM600000 or the serial
number you selected previously.
70. Select the "Automate Order processing steps through:" checkbox.
71. Select the Ship Confirm radio button.
72. Click (B) Process.
A Note window appears requesting to verify that all the OM processes have completed
successfully.
73. Click (B) OK.
74. Click (B) OK twice on the Caution window that appears.
Notice that the status of the ship line has changed to Shipped, and that an order number has
appeared in the ship line.
This submits the Interface Trip Stop concurrent process. Make sure that this completes
successfully.
77. From the top menu of the Repair Orders window, select (M) Tools > Update Shipping.
When this completes, the Activity tab appears with Shipment details.

Chapter 1 - Page 27
Submitting Charges for the Repaired Product
For a WIP Mode job, the process of submitting charges is performed from the Estimate Charge
Line Details window.
79. Click (B) Line Details.
80. In the Estimate Charge Line Details window, click (B) Submit Charges.
A message informs you that all repair estimate lines have been submitted to order
management.
81. Click (B) OK.
Closing the Repair Order and Service Request
82. Click (T) Details > (B) Update RO Status.
The Update Status window appears.
83. Select the Close radio button.
84. Select an appropriate Reason from the list of values.
85. Click (B) OK.
This closes the repair order and the associated service request. Note the Closed statuses in
the Service Request Information and Repair Order Information areas.

Chapter 1 - Page 28
Practice - Creating and Processing a Repair Order
Overview
In this practice you will perform the following operations:
• Create a service request
• Create a repair order
• Verify contract entititlements and set up a default contract for the repair order
• Receive an item into inventory
• Create and approve a repair estimate
• Create a WIP (Work In Process) repair job
• Issue a component for the WIP job
• Complete the WIP job
• Ship the repaired product
• Submit charges for the repaired product
• Close the repair order and service request
Assumptions
• Depot Repair Super User responsibility
• Sign-on information: User - sanderson, Password - welcome
• You must have access to an Oracle Application Vision database or comparable training
or test instance at your site on which to complete this practice.
• Note: At several points in the following practice, you are asked to check if a concurrent
process has completed. For convenience, at the start of the practice, you should log in
twice to the database, perform the main practice steps in the first session, and use the
second session window to view and check the progress of the concurrent requests.

Chapter 1 - Page 29
Tasks
Create a Service Request
Create a service request as follows:

(checkbox)
Account 1608
Contact ID 2817
Serial Num EM600000
Save the service request.
Create a Repair Order
Create a repair order as follows:
Repair Type Repair and Return

Owner Hopkins, Jack
Save the repair order.
After you have created and saved the repair order, look at the contents of the Receive/Ship tab.
Verify Entitlements and Set Up a Default Contract
Starting from the Product Coverage tab, view the coverage for the contract 21278.
In the Product Coverage tab, select 21278 as the default contract, and click Apply. This sets up
the contract 21278 to be the default contract for repair estimate lines.
Receive an Item into Inventory
Starting from the Receive/Ship tab, process the RMA line as follows:
(a) Select the Process Txn checkbox for the RMA line.
(b) Click Receive.
(c) In the Find Expected Receipts window, click the Customer tab, and find the receipt for the
RMA number on the RMA line.

Chapter 1 - Page 30
(d) In the Receipts window (you can minimize the Receipt Header window that also appears),
highlight the single line, and set the following values:
Destination Type Inventory

Subinventory Depot
(e) Click Lot - Serial.
(f) In the Serial Entry window, click the Individual radio button, enter EM600000 (or the serial
number that you selected previously), then click Done.
(g) Save your changes.
Note that this submits a concurrent process, Receiving Transaction Processor. Verify that this
completes successfully, in your second session window.
Hint: use the navigation path Service Request > Others > View Requests.
(h) From the top menu, select Tools > Update Receiving.
The results appear in the Activity tab.
Create and Approve a Repair Estimate
Create and save a repair estimate header as follows:
Lead Time 2
UOM Day
Create and save the following estimate details:

Product Material
Pricelist Corporate
Qty 1
Change the status of the estimate from New to Accepted, then freeze the estimate.

Chapter 1 - Page 31
Create a WIP (Work In Process) Repair Job
Starting from the Repair Jobs tab, create a WIP repair job as follows:
(a) Click Repair Job, and then select M1- Seattle Manufacturing for your organization.
(b) In the Submit Repair Jobs window, select the following data:

Start Current date
(c) Click Submit Job.
This submits a concurrent process, WIP Mass Load. Verify that this completes successfully, in
your second session window.
(d) Close the Submit Repair Jobs window.
(e) From the top menu, select Tools > Update Repair Job.
Issue a Component for the WIP Job
Starting from the Repair Jobs tab, issue a component for the WIP Job, as follows:
(a) Click Material Txn.
(b) In the Material Transactions window, select the Specific Component radio button, and click
Continue.
(c) In the WIP component issue window, enter the following data:

Subinventory Depot
Quantity 1
(d) Click Done, then close the Material Transactions window.
Complete the WIP Job
Starting from the Repair Jobs tab, complete the WIP job as follows:
(a) Click Complete Jobs.
(b) In the Completion Transactions window, select the Job Number that appears in the Repair
Jobs tab, and click Continue.

Chapter 1 - Page 32
(c) In the WIP Assy Completion window, enter the following data:
Subinventory FGI (This is the place from where you ship your orders)
Quantity 1
(d) Click Done, then close the Completion Transactions window.
(e) From the top menu, select Tools > Update Repair Job.
Ship the Repaired Product
Starting from the Receive/Ship tab, process the Ship line as follows:
(a) Select the Process Txn checkbox for the Ship line.
(b) In the Serial Num field, enter EM600000 (or the serial number that you selected previously).
(c) Select the "Automate Order processing steps through:" checkbox, and select the Ship
Confirm radio button.
(d) Click Process.
(e) Click OK on the Note window, and click OK twice on the Caution window that appears
subsequently.
This submits a concurrent process, Interface Trip Stop. Verify that this completes successfully, in
your second session window.
(f) From the top menu, select Tools > Update Shipping.
Submit Charges for the Repaired Product
Line Details window. Starting from the Repair Estimate tab, submit charges as follows:
(a) Click the Line Details button.
(b) In the Estimate Charge Line Details window, click Submit Charges.
A message informs you that all repair estimate lines have been submitted to order management.

Chapter 1 - Page 33
Close the Repair Order and Service Request
Starting from the Details tab, close the repair order and service request as follows:
(a) Click Update RO Status.
(b) In the Update Status window, select the Close radio button, and select a Reason from the list
of values.
(c) Click OK.
This closes both the repair order and the service request.

Chapter 1 - Page 34
Solution - Creating and Processing a Repair Order
Creating a Service Request
Notes: Unless otherwise stated, all the steps are to be performed in your first connection session.
2. Click (B) New.
The Repair Orders window appears.
In the Service Request Information area, enter the following data:

Account 1608
Contact ID 2817
Serial Num EM600000
Note that entering some values causes several other fields to be populated.
3. Click (I) Save.
The Request Num field gets populated with the Service Request Number.

Chapter 1 - Page 35
Creating a Repair Order
4. In the Repair Order Information area, in the Repair Type field, select Repair and Return (the
default value).
Note that product details are copied into the Repair Order Information area from the service
request that you just created.
5. In the Details tab, select the following values:

Owner Hopkins, Jack
6. Click (I) Save.
The repair order is created and the Repair Num field is populated with the repair order
number.
Note that the Repair Mode, in the Details tab, is WIP.

Chapter 1 - Page 36
Creating the repair order also activates the Receive/Ship tab.

− A RMA line for receiving the damaged product into inventory
− A SHIP line for shipping out the repaired product to the customer

Chapter 1 - Page 37
Verifying Entitlements and Setting Up a Default Contract
8. Click (T) Product Coverage.
9. Select the marker box (the first field) on the line with contract number 21278.
10. Click (B) View Coverage.
The Service Contracts Coverage window is launched.

Chapter 1 - Page 38
11. Verify the entitlements and exit out of the page by clicking the top right-hand X.
12. Back in the Product Coverage tab, click (B) Apply.
The selected contract is attached to the repair order, and acts as the default contract for
repair estiamte lines.
13. Verify this by clicking the Details tab.
In the Contract field you can see contract 21278 attached to the repair order.
Receiving the Item into Inventory
15. In the RMA line, note the Order Number.
16. Select the Process Txn checkbox in the RMA line.
17. Click (B) Receive.
The Find Expected Receipts window appears.
18. Click (T) Customer.
19. Enter the Order Number from the Receive/Ship tab into the RMA Num field.
20. Click (B) Find.
The Receipt Header and Receipts windows appear.

Chapter 1 - Page 39
21. Minimize the Receipt Header window.
22. In the Receipts window, select the checkbox next to the receipt line for item AS99689.
23. In the Destination Type field, change the value from Receiving to Inventory.
24. Scroll to the right, and in the Subinventory field, select Depot.
25. Click (B) Lot - Serial.
The Serial Entry window appears.
26. Select the Individual radio button.
27. Enter EM600000 (or the serial number that you intend to receive) in the Start Serial Number
field.

Chapter 1 - Page 40
28. Click (B) Done.
29. Click (I) Save.
This submits a Receiving Transaction Processor concurrent process.
You should make sure that it completes successfully before running the Update Receiving
process.
30. In the window for your second connection session, navigate to the Find Requests window.
• (N) Service Request > Others > View Requests
31. Click (B) Find.
In the Requests window, you should see that the Receiving Transaction Processor process
has completed (if not, click Refresh Data periodically until the process has completed).
You will be using the Requests window later in the practice.
32. For the time being, minimize the Requests window.

Chapter 1 - Page 41
33. Back in the Receipts window for your first session, close the Receipts window, by clicking
the top-right-hand X.
34. From the top menu, select (M) Tools > Update Receiving.
When this completes, the Activity tab appears with RMA Received details.
Creating and Approving a Repair Estimate

Lead Time 2
UOM Day
This saves the estimate header.
38. Enter the following values for the estimate details:

Product Material
Pricelist Corporate
Qty 1

Chapter 1 - Page 42
The estimate is saved and the Material, Charge, Profit Margin and Profit Margin% are
calculated based on the contract selected during the creation of the repair order (these fields
can be seen if you click the Line Details button).
At this point, the repair technician contacts the customer and verbally obtains the approval
to start the repair job.
40. Change the Status of the estimate from New to Accepted.
41. Click (B) Freeze Estimate.
42. Click (B) OK.
The estimate is frozen and the product is ready to be repaired.
Creating a WIP (Work In Process) Repair Job
43. Click (T) Repair Jobs.
44. Click (B) Repair Job.
The Organizations window appears.
45. Select M1 - Seattle Manufacturing.
46. Click (B) OK.
The Submit Repair Jobs (207 Seattle Manufacturing) window appears.

Start Current date
(this also sets the Complete date, which you can change if required)
48. Click (B) Submit Job.

Chapter 1 - Page 43
This submits the WIP Mass Load concurrent process. Make sure that this completes
successfully.
51. In the Submit Repair Jobs (207 Seattle Manufacturing) window, click (B) Close.
When this completes, the Activity tab appears with repair job creation details.
Issuing a Component for a WIP Job
53. Click (T) Repair Jobs > (B) Material Txn.

Chapter 1 - Page 44
This launches the Material Transactions (M1) window with the Transaction Type defaulted
to WIP component issue.
54. Select the Specific Component radio button.
The WIP component issue (M1) window appears for the associated repair job.

Subinventory Depot
Quantity 1

Chapter 1 - Page 45
57. Click (B) Done.
This closes the WIP component issue window.
58. Close the Material Transactions (M1) window by clicking the top right-hand X.
Completing the WIP Job
59. Click (T) Repair Jobs > (B) Complete Jobs.
The Completion Transactions (M1) window appears.
60. Note the Job Number in the Repair Jobs tab, and select this number in the Job field of the
Completion Transactions (M1) window.

Chapter 1 - Page 46
The WIP Assy Completion (M1) window appears.

Subinventory FGI
(This is the place from where you ship your orders)
Quantity 1
63. Click (B) Done.
This closes the WIP Assy Completion (M1) window.
64. Close the Completion Transactions window by clicking the top right-hand X.
66. When this completes, the Activity tab appears with the repair job completion details.
Shipping the Repaired Product
68. Select the Process Txn checkbox next to the Ship Line.

Chapter 1 - Page 47
69. Enter a valid serial number in the Serial Num field, for example, EM600000 or the serial
number you selected previously.
70. Select the "Automate Order processing steps through:" checkbox.
72. Click (B) Process.
A Note window appears requesting to verify that all the OM processes have completed
successfully.
73. Click (B) OK.
74. Click (B) OK twice on the Caution window that appears.
Notice that the status of the ship line has changed to Shipped, and that an order number has
appeared in the ship line.
This submits the Interface Trip Stop concurrent process. Make sure that this completes
successfully.

Chapter 1 - Page 48
77. From the top menu of the Repair Orders window, select (M) Tools > Update Shipping.
When this completes, the Activity tab appears with Shipment details.
Submitting Charges for the Repaired Product
Line Details window.
79. Click (B) Line Details.
80. In the Estimate Charge Line Details window, click (B) Submit Charges.
A message informs you that all repair estimate lines have been submitted to order
management.

Chapter 1 - Page 49
81. Click (B) OK.
Closing the Repair Order and Service Request
82. Click (T) Details > (B) Update RO Status.
The Update Status window appears.
83. Select the Close radio button.
84. Select an appropriate Reason from the list of values.
85. Click (B) OK.
This closes the repair order and the associated service request.

Chapter 1 - Page 50

Chapter 1 - Page 51
Summary
Summary
In this lesson, you should have learned how to do the

following:
• Explain how Depot Repair flows fit within the overall
Service Request to Resolution process
• Create and process a WIP Mode repair order

Chapter 1 - Page 52
Overview of Oracle Depot
Repair in the Oracle E-
Business Suite
Chapter 2
Overview of Oracle Depot Repair in the Oracle E-Business Suite

Chapter 2 - Page 1
Overview of Oracle Depot Repair in the

Oracle E-Business Suite

Chapter 2 - Page 2
Objectives
Objectives
After completing this lesson, you should be able to do the

following:
• Show how the Service Request to Depot Repair process
depends on E-Business Suite applications

Chapter 2 - Page 3
Agenda
Agenda
• Oracle Depot Repair integration footprint

• Required applications setup
• Main Depot Repair Workbench
• Full Repair and Return flows
• Application dependencies related to main
Workbench areas

Chapter 2 - Page 4
Oracle Depot Repair Integration Footprint
Order Management Inventory Shipping Execution
Common Application Work In Process

Components
– Assignment Manager Oracle Bills of Material
Depot
– Resource Manager
Repair Knowledge Management
– Task Manager
– Notes Service Contracts
Purchasing Install Base TeleService

– Receiving – Counters – Service Requests
– Customer Care
– Charges

Note: on this and subsequent slides, in boxes where more than one name appears in a box, the
top element in the box is an Oracle application, and the elements below, each preceded by a “-”,
are modules within the application. This course generally refers to the component modules by
their module name independently of the application that they belong to.
The slide shows the main applications and application modules that Oracle Depot Repair
connects to within the Oracle E-Business Suite. Some of these Oracle applications themselves
depend on other Oracle applications, not shown on the slide; the slide shows those applications
and application modules that have the most direct connections and relationships with Oracle
Depot Repair.

Chapter 2 - Page 5
Required Applications Setup
Required Applications Setup
• Inventory • TeleService • Common

Application
• Bills of Material – Service Components
Requests
• Work in Process – Notes
– Customer Care
• Order – Task
Management – Charges Manager
• Shipping • Install Base – Assignment
Execution Manager
– Counters
• Purchasing – Resource
• Service Contracts
Manager
– Receiving
Knowledge Management is also required if you want

Depot Repair to connect to a knowledge base
Required Applications Setups

Notes
1. To use the full functionality of Oracle Depot Repair, you must install all the applications and
application modules shown on the slide.
2. Knowledge Management is only required if you wish to use an Oracle knowledge base to
help you look up solutions to assist in repair resolution.
3. If you want to use WIP Mode processing for any repair order, you must install Oracle Work
in Process and Oracle Bills of Material. These applications are not required for Task Mode
processing.
4. If you want to use Task Mode processing for any repair order, you must install the modules
Task Manager, Assignment Manager, and Resource Manager within Oracle Common
Application Components, and, in addition, Oracle Advanced Scheduler. These applications
are not required for WIP Mode processing.
5. It is not recommended that a customer use both WIP and Task mode in a single install.
The rest of this chapter describes, in outline form, how these Oracle applications and
application modules are used when you create and process repair orders.

Chapter 2 - Page 6
Depot Repair Workbench Areas
Service Request Information Customer initiates

Service Request identifier and summary data service request
Repair Order Information You can have multiple repair

Repair Order identifier and summary data orders per service request
Main Tabs You view and edit repair order details Other Tabs
Details Repair Jobs Activity
Repair order details WIP Mode details
Service History
Receive/Ship Repair Tasks
RMA and Ship lines Task Mode details Product Coverage
Repair Estimate
The correct logistics lines are automatically created
Estimate data based on repair type when you create the repair order

The Depot Repair Workbench is the central window is the central reaction point for a customer
support agent who needs to create and process depot repairs. For example, when you create a
service request you enter details in the top area, the Service Request Information area. Then
when you create a repair order, you enter details in the Service Request Information area and the
Details tab. Then, as you process the Repair Order, you basically enter information in the other
main tabs, working from left to right.
Subsequent slides in this module show in more detail the usage of the screen areas, buttons, and
fields as you perform each step of a depot repair, The slides also point out which of the
dependent applications are used during the processing of each step.
[Note: the header bar of the Depot Repair Workbench displays the title Repair Orders, so the
screen is more formally known as the Repair Orders form. To be consistent with terms used in
other documentation, this course refers to this screen as the Depot Repair Workbench.]

Chapter 2 - Page 7

1. Create Service Request
2. Create Repair Order
3. Verify Contract Entitlements
4. Receive Item into Inventory
5. Create & Approve Repair Estimate
6. Create, Process, and Complete Repair Job
7. Ship Repaired Product
8. Submit Charges
9. Close Repair Order and Service Request

This slide shows a typical process flow for managing the repair and return of faulty goods at a
depot. Remember that, although in general there are several channels by which a depot repair can
be initiated, this course assumes that the starting point for the depot repair process is a call to a
service agent.
This largely follows the same scenario as introduced earlier in the course; this time, the
processing steps are described in greater detail.
1. The service agent first creates a service request, specifying that the service request type is
Depot Repair. The agent may then examine the knowledge base to see if any similar
problems have been recorded there, and to examine the solutions for possible relevance to
the current problem.
2. The service agent then creates a repair order, specifying the repair order type (in this case,
Repair and Return). Each repair order type has a repair mode associated with it by default.
In this case, the default mode is WIP Mode, and the service agent does not change this
mode.
3. The service agent looks up any existing contracts to verify entitlements, such as discounts
and warranties, and attaches this information to the repiar order.

Chapter 2 - Page 8
4. When the depot receives a RMA from the customer, the faulty goods can be received into
inventory. For items that are tracked in the install base, any person with the correct
responsibility can check the status information in the install base for the faulty product.
5. The customer is then given an estimate of how much the repair will cost. Once the
customer accepts the estimate, it can be approved and the repair can be started. Note: to
cover many different real-world situations, estimates are not mandatory. Also, estimates
may be provided any time after the repair order is created.
6. This step is specifically for WIP Mode processing. As a typical example of WIP Mode
processing, the faulty product requires a new repair job to be created, a new component to
be issued for a repair job, and finally, the repair job must be certified as complete
7. The depot now ships the repaired product. If the product is being tracked in the install base,
the newly-changed product status can be seen there.If the product has a counter associated
with it, the new counter reading can be recorded.
8. After the product is shipped out to the customer, the depot submit charges, if any, for the
repair job.
9. After the charges have been submitted, the service agent closes the repair order. Closing
the repair order automatically closes the associated service request.

Chapter 2 - Page 9
Service Request Dependencies

1. Create Service Request
Service Request Information area (main fields only)
Customer Business World

Account 1608
Request Num 10732
Contact Andre Beaulie
Summary Hard disk failure
Installed Products Only Request Type Depot Repair
Product AS99689 Severity High
IB Ref Num 70649 Status Open
Serial Num EM600
Inventory Install Base TeleService

You can create both a Service Request and a Repair Order in the Depot Repair Workbench. The
Service Request Information area occupies the top part of the Depot Repair WorkBench, and
contains all the fields required to create a Service Request .
When you create a Service Request, you execute procedures in Oracle TeleService, Oracle
Inventory, and Oracle Install Base.
Notes on the main Service Request Information area fields
Request Num: automatically generated when you create a service request.
Summary: A short description of the problem.
Request Type: Unless you have created more service request types to further categorize your
depot repair requests, use the standard value Depot Repair.
Status: Main field to show the progress of work on a service request. .
Installed Products only checkbox: This identifies a product which is trackable by Oracle Install
Base.
Product, IB Ref Num, and Serial Num: For Install Base trackable items, you can identify, and
search for, the item instance using these fields.

Chapter 2 - Page 10
Notes on the general usage by Oracle Depot Repair of the main associated Oracle
applications shown on the slide
Oracle Depot Repair uses Oracle Inventory to perform the following functions:
• Manage depot spare parts
• Manage warehouse new and used products
• Manage depot subinventories
• Manage customer broken and repaired products

Chapter 2 - Page 11
Top-Level Repair Order Dependencies

2. Create Repair Order
Inventory
Repair Order Information area (main fields only)
Repair Num Repair Type Product UOM Qty Repair Status

10311 Repair and Return AS99689 Each 1 Open
Details tab (main fields only)
Repair Num 10311 Repair Mode WIP Notes
Product AS99689 Service

Contract 21278
Request
IB Ref Num 70649
Default Corporate Depot
Serial Num EM600 Price List Repair
View IB Config Update Counters Notes
Install Base Order Management Counters Service Contracts Notes

Notes on creating a repair order
1. After you have created the Service Request, certain fields are copied down into other Depot
Repair Workbench areas, such as product-related details.
2. The main part of the Depot Repair Workbench consists of the Repair Order Information area
and several tabs, which group fields together for different processing steps.
3. When you create a Repair Order, you must do the following:
• In the Repair Order Information area, select a Repair Type (the default is Repair and
Return).
• In the Details tab, select a Repair Mode (the default is the value associated with your
chosen Repair Type).
4. Other values may already be set up by default, such as default values in the fields Contract
and Default Price List.
5. The Repair Num is generated automatically when you create the Repair Order.
6. The slide indicates which fields and buttons are connected to values in other Oracle
applications or application modules, as follows:

Chapter 2 - Page 12
• When you click View IB Config, you can search for statuses in Oracle Install Base.
• When you click Counters, you can update counter readings in the Counters module of Oracle
Install Base.
• When you click Notes, you can create, view, and edit notes set up in Notes (part of Oracle
Common Application Components).
1. Oracle Depot Repair uses Oracle Install Base to perform the following functions:
• Create new records
• View existing records
• Update product status
• Update a configuration
• Track repair history
• Transfer product ownership
2. Oracle Depot Repair uses Oracle Service Contracts to perform the following functions:
• View contract entitlements
• Validate a service contract
• Create a new contract
• Renew an expired contract
• Edit an existing contract

Chapter 2 - Page 13
Repair Order Contract Details

3. Verify Contract Entitlements
Product Coverage tab (main fields only)
View Active Contracts

View All Contracts
Default Contract
Number Service Coverage Start Date End Date
21278 PC Server Gold 21-JUL-2003 20-JUL-2008
21279 PC Server Gold 21-JUL-2003 20-JUL-2008
30128 PC Server Gold 18-DEC-2002 17-DEC-2003
View Coverage Apply
Details tab
Contract 21278 Service Contracts

When you click the Product Coverage tab, you can view either all contracts or just the active
contracts, as set up in Oracle Service Contracts. You can also set a default contract for the repair
order, by highlighting a contract line, then clicking Apply, as shown on the slide.

Chapter 2 - Page 14
Repair Order RMA Line Dependencies

4. Receive Item into Inventory
Receive/Ship tab (main fields only)
Action Action Service Order Serial

Type Code Activity Num Product Price Num
RMA Customer Return for 56069 AS99689 .00 EM600
Product Repair
SHIP Customer Return AS99689 4999.00

Product Repaired
Automate order processing steps through:
Enter Order Book Order Pick Release Ship Confirm
IB Txn Details Receive Ship Process
Order Receiving Charges

Install Base Management (Purchasing) (TeleService)

The Receive/Ship tab is one of the main tabs of the Depot Repair Workbench. When you create a
repair order, your choice of Repair Type dictates how many lines are created for charging
purposes. Details of this association and the setup of other fields that initially appear in this tab
are described in a later module of this course, Depot Repair Specific Setup Steps.
The slide shows two charge lines (indicated by the value in the Action Type column), a RMA
line and a Ship line. When the RMA line is highlighted, the Receive button at the bottom of the
screen is enabled and the Ship button is disabled. If you check the checkbox “Automate order
processing steps through:”, you choose up to which stage in Order Management the charge line
will be automatically processed.
The buttons at the bottom of the screen enable you to view Oracle Install Base details, and to
enter more details for processing the RMA line in Oracle Receiving and Charges, such as
specifying that the defective product has been received into inventory.
Oracle Depot Repair uses Receiving (part of Oracle Purchasing) to perform the following
functions:

Chapter 2 - Page 15
• Find an expected RMA
• Create RMA receipts
• Receive customer products
• Record a received quantity
• Record serialized products

Chapter 2 - Page 16
Repair Estimate Dependencies

5. Create & Approve Repair Estimate Knowledge
Management
Repair Estimate tab (main fields only)
Status Accepted Summary of Estimated Knowledge

Summary Hard Disk Charges Base
Failure Solutions
Material, Labor, Expenses,
Reason and Total charges
Contract
Billing Unit Est.
Category Product Qty Price Charge
Material Material 1 75.00 30.00
Search
Line Details Save Estimate Freeze Estimate
Service Work In Order Charges

Contracts Process Management (TeleService)

The Repair Estimate tab is the central work area for creating and approving repair estimates.
When you click the Line Details button, you launch an estimate worksheet that allows entry of
details or changes to charge lines entered in the Repair Estimate tab. This also enables access to
other Oracle applications, such as Oracle Service Contracts for contract details.When a service
request record exists, the Repair Estimate tab also provides access to the Knowledge Base. A
repair order record is not necessary for you to access the Knowledge Base.
Notes on profile options:
There are two profile options connected with this tab, CSD: Enable Estimates and CSD: Enable
Knowledge Management.
CSD: Enable Estimates allows your organization to enable or to disable the Repair Estimate tab
in the Repair Orders window. If CSD: Enable Knowledge Management is set to No, the
Knowledge Base section in the Repair Estimate tab is disabled.
Oracle Depot Repair uses Oracle Work In Process to perform the following functions:
• Facilitate repair jobs

Chapter 2 - Page 17
• Submit repair jobs
• Release repair jobs
• Stage repair jobs
• Review WIP summary reports
• Run material completion transactions

Chapter 2 - Page 18
WIP Mode Repair Job Dependencies

6. Create, Process, and Complete Repair Job
Repair Jobs tab (main fields only)
Qty Completed
Job Group ID Organization Qty Status
CSD70068 70068 Seattle Center 1 0 Released
Complete Job Material Txn Repair Job View Job
Work In Bills of
Process Material

The Repair Job tab is the central work area for WIP repair jobs processing.
When you click the Repair Job button, you launch the Submit Repair Jobs window, which
enables you to create repair jobs.
When you click the Material Txn button, you launch the Material Transactions window, which
permits you to issue the material and WIP components needed to stage and perform the WIP
repair job.
The Complete Job button allows you to complete the WIP repair job.
Repair job and material transaction processing is performed in Oracle Work In Process and
Oracle Bills of Material.

Chapter 2 - Page 19
Repair Order Ship Line Dependencies

7. Ship Repaired Product
Receive/Ship tab (main fields only)
Action Action Service Order Serial

Type Code Activity Num Product Price Num
RMA Customer Return for 56069 AS99689 .00 EM600
Product Repair
SHIP Customer Return AS99689 4999.00

Product Repaired
Automate order processing steps through:
Enter Order Book Order Pick Release Ship Confirm
IB Txn Details Receive Ship Process
Order Charges
Install Base Management Shipping Execution (TeleService)

After the defective item has been repaired, it is ready to be shipped back to the customer.
In the Receive/Ship tab, when you highlight the Ship line, the Ship button is enabled and the
Receive button is disabled. By default, for a Ship line, the checkbox “Automate order processing
steps through:” is set, and the “Ship Confirm” stage is selected. When you set up repair types in
Oracle Depot Repair, you may change these initial default settings for a Ship line.
The buttons at the bottom of the screen enable you to view Oracle Install Base details, and to
enter more details for processing the Ship line in Charges, Oracle Shipping Execution, and
Oracle Order Management.
Oracle Depot Repair uses Shipping Execution to perform the following functions:
• Ship repaired products
• Ship exchanged products
• Ship replacement products
• Ship loaner products

Chapter 2 - Page 20
Estimate Charge Line Dependencies

8. Submit Charges for a WIP Mode Job
Estimate Charge Line Details (main fields only)
Contract
Billing Category Product Qty Unit Price Est. Charge
Material Material 1 75.00 30.00
Estimate Line Details Contract Information

Further estimate fields Contract Number and
including Discount, Description fields
PO Number,
Profit Margin,
and Profit Margin % Submit Charges Save Close
Order Charges Service

Management (TeleService) Contracts

You submit charges for a WIP Mode repair job from the Estimate Charge line Details window.
You access this window when you click the Line Details button on the Repair Estimates tab.

Chapter 2 - Page 21

Create Repair Order
Verify Contract Entitlements
Receive Item into Inventory
Create, Process, and Complete Tasks
Submit Charges *
Close Repair Order and Service Request
* - For a Task Mode repair, you submit charges from the Repair Tasks tab
Full Repair and Return Task Mode Example

This slide follows the same basic flow as the earlier slide, Full Repair and Return WIP Mode
Example. The lighter-highlighted box shows the main difference, and represents the Task Mode
processing.

Chapter 2 - Page 22
Task Mode Dependencies

Create, Process, and Complete Tasks
Repair Tasks tab (main fields only)
Number Name Status Actual Start Actual End
17506 Inspect Item Completed
17507 Repair Item Completed
Dates
Number 17507 Use Template
Start and End of Planned,
Type Problem Scheduled, and Actual Dates
Launch Workflow
Resolution
Effort
Qty UOM
Name Repair Item Debrief
Estimate 4 Hour
Actual
Status Completed Submit Charges
Task Assignment Resource Order Charges

Manager Manager Manager Management (TeleService)

In order to use Task Mode processing for depot repairs, you must first set up tasks, resources,
assignments, and schedules in the corresponding modules of Oracle Common Components.
Then, for example, after you click Use Template, you may create and complete tasks from a task
template group. The list of tasks then appears in the top part of the Repair Tasks tab. As you
complete each task, you change its status in the list.
When you click Submit Charges, you interface with Charges and Oracle Order Management to
create the charge lines for the tasks.

Chapter 2 - Page 23
Summary
Summary

following:
• Show how the Service Request to Depot Repair
process depends on E-Business Suite applications

Chapter 2 - Page 24
Prerequisite E-Business
Suite Setups and Integations
Chapter 3
Prerequisite E-Business Suite Setups and Integations

Chapter 3 - Page 1
Prerequisite E-Business Suite Setups and Integrations
Prerequisite E-Business Suite Setups

and Integrations

Chapter 3 - Page 2
Objectives
Objectives
After completing this lesson, you should be able to do

the following:
• Confirm the setups in the Oracle applications
which are prerequisites to Oracle Depot Repair

Chapter 3 - Page 3
Agenda
Agenda
• Pre-implementation steps
• Standard E-Business Suite setups
• Setup of related applications
• E-Business application module setups

Chapter 3 - Page 4
Pre-Implementation Steps Overview
1. Loading Customer and Contact Information

2. Resource Creation
3. Calendar Definition
4. Location Definition
5. Knowledge Base Management
6. Service Request Builder Setup
7. Repair Types Setup
8. Task Mode Versus WIP Mode

Details of each of the pre-implementation steps appear in subsequent slides.

Chapter 3 - Page 5
Pre-Implementation Steps
The following are key decisions and actions that are to be

made at the start of the implementation process:
1. Import customer and contact information from external
sources.
2. Determine the Depot Repair users that must be created as
resources.
• Call Center Agents • Depot Managers
• Service Administrators • Field Service Agents
• Receipt Administrators • Other employee users
• Service Technicians
3. Define calendar data.
• Determine the shifts, patterns, and time periods
when resources are available to work
Notes
1. Loading Customer and Contact Information
Oracle Depot Repair requires that customer information be imported into the system from
already available sources. However, Oracle Depot Repair allows you to capture customer
contact data in real-time.
Also, when contact data is already available from other systems, you may want to import
available customer information along with relationship data. For example, if a service
agency already has extensive data on all the customers in its service area, it may serve the
agency better if all such data is imported into the system.
2. Resource Creation
You determine the resources that have to be created in the system. All call center agents,
service administrators, receipt administrators, service technicians, depot managers, field
service agents, and other employees who will be using Oracle Depot Repair must be
created as resources.
3. Calendar Definition
You define the shifts, patterns, and time periods when resources are available to work.

Chapter 3 - Page 6
Pre-Implementation Steps (continued)
4. Define the shipping, delivery, and billing locations.

5. Determine how much information will go into the knowledge base.
• Identify and list the information sources at the outset
– Technical manuals, parts catalogs, policies, procedures, FAQs
6. Define the service request types that require depot repair
processing, and the attributes associated with each of them.
• For example, default owner for each service request type.
7. Determine the repair types you will need.
8. Determine the complexity of each repair type.
• Task Mode versus WIP Mode

Notes
4. Location Definition
You define the locations where you plan to ship, deliver internally, or bill the goods and
services that you order. This is necessary if you plan to import purchase requisitions from
Oracle Depot Repair to Oracle Purchasing.
5. Knowledge Base Management

You determine the information that will go into the knowledge base. Oracle recommends
that you identify and list the information sources (for example, the technical manuals, parts
catalogs, policies, procedures and FAQs) at the outset.
6. Service Request Builder Setup

You define the service request types, profiles, and the attributes associated with each of
them. Also identify the owner for each service request type. You also need to define the
criteria based on which duplicate service requests will be identified.

Chapter 3 - Page 7
7. Repair Types Setup
When creating repair orders, product transactions are generated based on the default service
activity billing types defined in repair types. You must determine what processing you
want to occur for each of your repair types.
Note: while this is a pre-implementation step, the real-world and data processing
requirements are fulfilled in straightforward setup steps during the implementation of
repair types in Oracle Depot Repair. For more details, see the later module in this
course, Oracle Depot Repair Specific Setup Steps.
8. Task Mode Versus WIP Mode

Determine the complexity of the repair management processes required by your
organization. WIP Mode is generally recommended and may be used when the repair jobs
require a series of sequential steps and materials management. Task Mode may be used
when the repairs require minimal steps that are not necessarily completed in sequence.
Though a service organization can have different repair types associated with different
repair modes, it is recommended that a service organization select only one repair mode for
all repair types to enhance usability.

Chapter 3 - Page 8
Standard E-Business Suite Setups
Setup 1: Oracle Applications System Administration

Setup 2: Oracle Applications Flexfields
Setup 3: Oracle General Ledger
- Calendars, Currencies, Set of Books
Setup 4: Oracle Payables
Setup 5: Oracle Receivables
Setup 6: Oracle Human Resources
Management System (HRMS)
- Organizations, Locations, Employees
Note that these are standard setups for E-Business applications.

Apart from creating special users for Oracle Depot Repair,
these applications contain no setup steps
specifically for Oracle Depot Repair

The setups listed in this slide are largely covered in the course 11i Service Request Fundamentals
which is a prerequisite to 11i Depot Repair Fundamentals. For more details, please refer to the
11i Service Request Fundamentals course or to the implementation manual for the appropriate
Oracle application module.

Chapter 3 - Page 9
Depot Repair Implementer
Depot Repair Super User responsibility is seeded
Assign the following responsibilities (or their

equivalents) to a Depot Repair implementer:
• System Administrator
• Depot Repair Super User
• Foundation Administrator
• Support Administrator
• Knowledge Management System Administrator
Depot Repair
Implementer

Use the System Administrator responsibility to create the required Oracle applications user.
Depot Repair implementation team members would need access to one or more of the following
responsibilities:
• System Administrator
• Depot Repair Super User
• Foundation Administrator
• Support Administrator
• Knowledge Management Administrator.
Note that in your implementation, you may have equivalent responsibilities with names different
from the ones listed in the slide, for example, CRM Administrator instead of Foundation
Administrator, and Customer Support instead of Support Administrator.
For detailed instructions on creating application users, please refer to Oracle Applications System
Administrator’s Guide.

Chapter 3 - Page 10
Setup of Related Applications

Oracle Depot Repair requires that the following
Oracle modules are installed and set up:
• Inventory • Knowledge Management

• Bills of Material (if you want to use a
knowledge base)
• Work In Process
• Purchasing • Install Base
- Receiving - Counters
• Order Management • Service Contracts
• Shipping Execution • Common Application Components
• TeleService - Notes
- Service Requests - Resource Manager
- Customer Care - Task Manager
- Charges - Assignment Manager

The slide shows the full list of Oracle applications and application modules that are required if
you want to use all the processing options available in Oracle Depot Repair. Oracle Knowledge
Management is only required if you wish to search an Oracle Knowledge Base for solutions to
previous problems in order to help you resolve your current problem.
Later slides show that certain modules are required only for WIP Mode processing and others
only for Task Mode processing.

Chapter 3 - Page 11
E-Business Suite Application Module Setups
E-Business Suite Application Module

Setups
Setup 7: Oracle Inventory
Setup 8: Oracle Bills of Material *
Setup 9: Oracle Work in Process *
Setup 10: Oracle Purchasing
Setup 11: Oracle Order Management
Setup 12: Oracle Shipping Execution
Setup 13: Oracle TeleService - Service Requests
Setup 14: Oracle TeleService - Customer Care
Setup 15: Oracle TeleService - Charges
* - Required if you use WIP Mode for any repair type

Chapter 3 - Page 12
E-Business Suite Application Module Setups (continued)
E-Business Suite Application Module

Setups (continued)
Setup 16: Oracle Knowledge Management

Setup 17: Oracle Install Base
Setup 18: Counters
Setup 19: Oracle Service Contracts
Setup 20: Notes
Setup 21: Resource Manager **
Setup 22: Task Manager **
Setup 23: Assignment Manager **
** - Required if you use Task Mode for any repair type

Chapter 3 - Page 13
Applications and Modules Required Only for Specific Repair
Modes
Applications and Modules Required Only for

Specific Repair Modes
WIP Mode Task Mode
• Work In Process • Task Manager
• Bills of Material • Assignment Manager

(Resources)
• Resource Manager
Applications and Modules Required Only for Specific Repair Modes

To process repairs in WIP Mode, you must set up Oracle Work In Process and Oracle Bills of
Material.
To process repairs in Task Mode, you must set up Task Manager and Assignment Manager.
If you are processing repairs only in Task Mode, you do not have to set up the WIP Mode
applications. Similarly, if you are processing repairs only in WIP Mode, you do not have to set
up the Task Mode applications and application modules.
Resource management is a feature of both WIP Mode and Task Mode processing. For WIP
Mode resource management, you must use Resources within Oracle Bills of Material to create
resources (refer to Oracle Bills of Material User’s Guide), and for Task Mode resource
management, you must set up resources within the Resource Manager (refer to Oracle Common
Application Components Implementation Guide).

Chapter 3 - Page 14
Setting Up Inventory
Inventory tab Order Management tab

Inventory Item = On* Customer Ordered = On *
Stockable = On ** Customer Ordered Enabled = On *
Internal Ordered = On ***
Service tab Internal Orders Enabled = On ***
Returnable = On
Serviceable = On
Shippable = On
Billing Type = Material
OE Transactable = On
Service Request Enabled = Enabled
Install Base Tracking = On ****
Invoicing tab
Invoiceable Item = On
* for items of type Material

** for items with Material billing category
*** to permit an item to be shipped on internal orders
**** if item is to tracked in Install Base
Responsibility: Depot Repair Super User
Navigation Path: (N) Inventory > Items > Master Items
Standard setup in Oracle Inventory is required for items.
The slide shows the tabs and the fields for items that are associated with Depot Repair features,
starting from the Master Item window.

Chapter 3 - Page 15
Inventory: Profile Option
Ensure that the profile option MO: Operating Unit is set to

the operating unit that represents your enterprise.
Headquarters
Fresno Manufacturing Emeryville Manufacturing

You can define the MO: Operating Unit profile option from the System Administration module
(note that you must log on as the System Administrator to do this). MO: Operating Unit is a
significant profile option for all Oracle applications processing, including Oracle Inventory. For
the charges processing triggered by Oracle Depot Repair, it is especially significant for the
defaulting rules for billing operating units, which is described later in this module.

Chapter 3 - Page 16
Setting Up Bills of Material and Work In Process
Setting Up Bills of Material and Work In

Process
Bills of Material
Set up bills for items used for repairs

Set up resources and routings
for WIP Mode repairs
Work In Process
Depot Repair jobs use the Non-Standard

Work in Process functionality
Check that WIP accounting classes of Required
Expense, Reconfig, and Rework For
have been set up for the repair jobs WIP Mode
Setting Up Bills of Material and Work In Process

Both applications are required if your implementation will have any WIP Mode repairs.
Notes on Oracle Bills of Material
Navigation Path: (N) BOM > Setup > Resource Groups
For more details, refer to the Oracle Bills of Material User’s Guide.
Notes on Oracle Work In Process
Navigation Path: (N) WIP > Setup > WIP Accounting Classes
For more details, refer to the Oracle Work in Process User's Guide, Volume 1.

Chapter 3 - Page 17
Setups for Receiving and Shipping
Purchasing for Receiving
Set up Receipt Routing options to include:

• Direct Delivery
• Inspection Required
• Standard Receipt
The Depot Repair Update Receiving program picks up only the
receiving lines that are delivered to a subinventory
Order Management and Shipping Execution for Shipping
For component parts used in WIP Mode repairs:

• Ensure that a “Bill Only” line type is set up
for the Order Management line type
mapped to the Service Transaction Type
for WIP Mode repairs

Notes on Oracle Purchasing
Navigation Path: (N) Purchasing > Setup > Organizations > Receiving Options
or (N) Inventory > Setup > Organizations > Receiving Parameters
For more details, refer to the Oracle Purchasing User’s Guide.
Notes on Oracle Order Management and Oracle Shipping Execution
Navigation Path: (N) Order Management > Setup > Transaction Types > Define
Oracle Work in Process decrements inventory when a component is used in repair, but Oracle
Order Management will decrement inventory again when the repaired product is shipped to the
customer. To prevent this, ensure that a "Bill Only" line type is set up for the Order Management
line type mapped to the service transaction type for repairs performed in WIP Mode. This,
however, applies only to component parts, and not to the whole repaired product.
For more details, refer to the Oracle Order Management Suite Implementation Manual and the
Oracle Shipping Execution User’s Guide.

Chapter 3 - Page 18
Setting Up Oracle TeleService: Service Requests
Setting Up Oracle TeleService: Service

Requests
Set up a service request type of Depot Repair
Service Request Types window
Type Business Process Status Group Name
Depot Repair Depot Repair Depot Repair
Workflow
You can set up more if you want to

break down your depot repair service
requests into further categories
Note: Service Requests setup steps are described
in the 11i Service Request Fundamentals course.
This slide shows the setup step that has particular
relevance to Oracle Depot Repair processing.
Setting Up Oracle TeleService – Service Requests

Navigation Path: (N) Service Request > Setup > Service Requests > Request Types
For more details, refer to the Oracle TeleService Implementation Guide and the course 11i
Service Request Fundamentals.

Chapter 3 - Page 19
Setting Up Oracle TeleService: Customer Care
Setting Up Oracle TeleService: Customer

Care
Site and Site Usage of the Customer Party Addresses set

up in the Contact Center must be active
This enables them to be seen in the Bill-To and Ship-To

address lists in the Receive/Ship tab of a repair order
Customer Care setup steps are described

This slide shows the setup step that has particular
relevance to Oracle Depot Repair processing.
Setting Up Oracle TeleService – Customer Care

Navigation Path: (N) Service Request > Customer Management > Contact Center
For more details, refer to the Oracle TeleService Implementation Guide and the course 11i
Service Request Fundamentals.

Chapter 3 - Page 20
Setting Up Oracle TeleService: Charges
Setting Up Oracle TeleService: Charges
1 Create business processes
2 Create service activities
3 Create new billing types (optional step)
4 Create Install Base transaction subtypes
5 Create the default time & material labor schedule
6 Set up the defaulting rules for billing operating units
Note: These Charges setup steps are generic to all service request processing,
and are described in the 11i Service Request Fundamentals course.
The slides that follow summarize the same topics,
with particular relevance to Oracle Depot Repair processing.

Chapter 3 - Page 21
Creating Service Business Processes

A business process is a group of service activities, which
are active in one or more of the Oracle application modules:
Service Requests, Depot Repair, and Field Service
Service Business Process window
Service Business Processes
Business Simplified modelRepair
*
Process Name Depot
Business Depot
Process
Repair
Service Activities
Service Activity
Service Activity
Advanced Exchange
Service
Replacement
Activity
Return for Replacement

Navigation Path: (N) Service Request > Setup > Charges > Service Business Process
A business process in Oracle TeleService is a grouping of service activities. For example
Customer Support, Field Service and Depot Repair are business processes. An example of a
service activity is the return of an item to depot in order to repair it.
Each business process consists of one or more service activities.

Chapter 3 - Page 22
Creating Service Activities

Service Activities and Billing Types window
When you submit a charge Service Activities
line for a combination of … Service Line Depot Repair
Activity Category Quantity Update
Service
Replacement Order
Activity
… and … Billing Types

Name
Billing Type Material
Expense
… Order Management creates Order Management Header & Line Types

orders and lines as specified Operating Order
Unit Type Line Type
Order Line Vision Mixed Standard
Type Type Enterprises (Line Invoicing)

Navigation Path: (N) Service Request > Setup > Charges > Service Activities and Billing Types
Service activities are used to define the orders and lines created when charge line lines are
submitted from Oracle Depot Repair to Charges and Oracle Order Management. For each
combination of service activity and billing type, you must specify the order types and line types
that define the orders that Oracle Order Management generates when you submit charge lines
(for example RMA, Ship, Estimate) during depot repair processing.
For more details on order types and line types, please refer to the Oracle Order Management
User's Guide.

Chapter 3 - Page 23
Creating New Billing Types
1. Create a new 2. Categorize the billing type as

value in the service one of the three billing categories:
lookup table - Expenses
Oracle Service Lookups window - Labor
- Material
Type MTL_SERVICE_
Billing Type Attributes window
BILLABLE_FLAG
Application Oracle Service Billing Type Billing Category
Travel Expenses
Code Meaning
TRVL Travel
Add rows
Optional

Notes
1. Create a new value in the service lookup table.
Navigation Path: (N) Service Request > Others > Service: Lookups
Create a new billing type lookup value for lookup type
MTL_SERVICE_BILLABLE_FLAG. Your new Meaning value represents the billing type
in the next setup window (Billing Type Attributes), and subsequent lists of values.
2. Categorize the billing type as one of the three allowable billing categories.
Navigation Path: (N) Service Request > Setup > Charges > Billing Type Attributes
When you create a new billing type attribute in the Billing Type Attributes window, you
must associate your new billing type with one of the three billing categories: Expenses,
Labor, or Material. The list of billing categories is fixed, that is, it cannot be extended.

Chapter 3 - Page 24
Creating Install Base Transaction Subtypes

For each service Transaction Sub Types window
activity involving
an IB-trackable Transaction Sub Types
item, you must Service Type Name Replacement
create an Oracle
Install Base Source Info Non Source Info
transaction
Information about the Information about a
subtype.
instance being transacted, related instance, such
such as a shipped or a as the item replaced by
Check returned item. * the source instance. *
Service Type for IB-
Source Transaction Types
trackable products
Application Transaction Transaction Update IB
Name Name Type
Do not check
Oracle Order Ship/Fulfill OM_SHIPMENT
Service Type for
Management
non-IB-trackable
products
* - See later slide for details

Navigation Path: (N) Service Request > Setup > Charges > Install Base Transaction Types
Notes
1. For products enabled for Install Base tracking, the service activities associated with the repair
type chosen should have transaction subtypes defined. For products not enabled for Install
Base tracking, the service activities associated with the repair type chosen need not have
transaction subtypes defined. You may have separate repair types and service activities
defined for trackable products and non-trackable products.
2. When you define a transaction subtype for trackable products, the Name of the transaction
subtype is the same as the name of the associated service activity. For example, for the
Return for Repair service activity, the name of the corresponding transaction subtype is also
Return for Repair.
3. Details of the Source Info and Non Source Info fields appear on a later slide.
4. In the Source Transaction Types region, for Oracle Depot Repair usage, only Oracle Order
Management needs to be set up as a source Application Name, and you must select the
checkbox Update IB.

Chapter 3 - Page 25
Source and Non Source Information

Source Info Non Source Info
Reference Reqd Reference Reqd

Change Owner Change Owner
Change Owner To External Change Owner To
Status Replacement Status Replaced
Return Reqd Return Reqd
Revision Reqd

The Source Info and Non Source Info regions enable you to specify details of the item instances
in service activities:
• Source Info region - for details of the instance being transacted, such as in a sales order, as
a shipped item or a returned item.
• Non Source Info region - for details of an item instance related to the source instance, such
as an item being replaced by the source instance.
Some service activities refer to a single item instance, such as Return and Repair, where the same
product is sent to the depot, repaired, and then returned to the customer; in this case, only Source
Info fields are required. For other service activities, such as Replacement, the Install Base
updates of two separate products can be made in a single transaction, and hence both Source Info
and Non Source Info fields are used.
The slide shows an example for a product being replaced:
• Fields in the Source Info region show details about the product being sent out to the
customer.
• Fields in the Non Source Info region show details of the product that is being replaced.

Chapter 3 - Page 26
Default Time and Material Labor Schedule
Default Time and Material Labor Schedule
You need a default labor schedule for creating charge

lines from Field Service or Depot Repair
For charges, the labor item is selected:

- from the Field Service Debrief, if entered there
- from the labor schedule in the service contract, if
defined there
- from the default labor schedule set up in Charges
You must set up a default labor schedule for Required

each business process that uses labor items For
Task Mode
Default Time & Material Labor Schedule

You must set up a labor schedule for each business process only if your organization is charging
customers for labor using the Debrief window in Oracle Field Service or Oracle Depot Repair.
This setup is required because Debrief does not require agents to select the applicable labor item
(the labor rate for the work performed).
If agents select a labor item during debrief, the application uses the billing rate specified in that
item to calculate how much the customer is going to be charged. If agents do not select a labor
item during debrief, the application supplies the item based on the labor schedule entered in the
customer’s service contract. If the schedule in the service contract is not completely defined, the
application looks at the default labor schedule.

Chapter 3 - Page 27
Creating the Default Labor Schedule
Time & Material Labor Schedule window
Business Process Depot Repair Validation Completed
Start End
Time Time Mon Tue Wed Thu Fri Sat Sun Labor Item Labor Rate
00:00 07:59 Labor Double
08:00 19:59 Labor Normal
20:00 23:59 Labor Overtime
00:00 23:59 Labor 1 Overtime
Validate Setup

Navigation Path: (N) Service Request > Setup > Charges > T&M Labor Schedule
Notes
1. Use the checkboxes for the appropriate days of the week for each labor item in the business
process.
2. Ensure that your start and end times do not overlap for the same labor item.
3. You may select Validate Setup to check your entries. If your entries do not overlap, a check
appears in the Validation Completed box.

Chapter 3 - Page 28
Setting Up the Defaulting Rules for Billing Operating Units
Setting Up the Defaulting Rules for Billing

Operating Units
Set the precedence order for the rules to

define a default operating unit for charges
Operating Unit of the Contract

Operating Unit of the Installed base product
Profile Option MO: Operating Unit
Operating Unit Stamped on the Service Request
Note: Always set a value for the profile option MO: Operating Unit
Setting Up the Defaulting Rules for Billing Operating Units

Navigation Path: (N) Service Request > Setup > Charges > Multi Org. Setup
In a multi-org environment, your system administrator uses the Service Request Multi Org.
Setup window to assign a sequence to the four available rules to define a default operating unit
for Charges. Based on these rules, an operating unit is derived for use in the charge lines. The
following describes the rules.
Operating Unit of the Contract: If a contract is associated with the service request, then the
operating unit of the contract is used.
Operating Unit of the Installed Base Product: If an Install Base item is associated with the
service request, then the operating unit of the Install Base item is used.
Profile Option MO: Operating Unit : The operating unit set in this profile is used.
Operating Unit Stamped on the Service Request: The operating unit associated with the
service request is used.

Chapter 3 - Page 29
Setting Up Oracle Knowledge Management
Setting Up Oracle Knowledge Management
You can search the knowledge base from the Repair

Estimates tab or from the Quick Menu
Use Knowledge Management for assistance with the
resolution of repairs
Knowledge Management setup steps are described

There are no implementation steps specifically for Optional
Oracle Depot Repair.
Setting Up Knowledge Management

Responsibility: Knowledge Base System Administrator
Navigation Path: (N) Core Service > Setup > Create Type
For more details, please refer to the Oracle Knowledge Management Implementation Guide and
the course 11i Service Request Fundamentals.

Chapter 3 - Page 30
Miscellaneous Setups
Set Up Oracle Install Base

• For details of setting up Oracle Install Base transaction
subtypes, see Setting Up Oracle TeleService: Charges
Set Up Counters *
Set Up Oracle Service Contracts *
* Note: These modules have no implementation

steps specifically for Oracle Depot Repair
For more details of setting up Oracle Install Base and Counters, please refer to the Oracle Install
Base Implementation Guide and the course 11i Service Request Fundamentals.
For details of setting up Oracle Service Contracts, see Oracle Service Contracts Concepts and
Procedures.

Chapter 3 - Page 31
Setting Up Oracle Common Application Components
Setting Up Oracle Common Application

Components
Set Up Notes *
The following three modules are required for Task Mode only, not for WIP
Set Up Resource Manager *

Set Up Tasks
• You should set up task status transition rules
• Map the task status to the Depot Repair responsibility
being used
Set Up Assignment Manager *
* Note: These modules have no implementation

steps specifically for Oracle Depot Repair
Setting Up Oracle Common Application Components

For details of the the steps shown in the slide, please refer to the Oracle Common Application
Components Implementation Guide.

Chapter 3 - Page 32
Summary
Summary

following:
• Confirm the setups in the Oracle applications which
are prerequisites to Oracle Depot Repair

Chapter 3 - Page 33

Chapter 3 - Page 34
Oracle Depot Repair Specific
Setup Steps
Chapter 4
Oracle Depot Repair Specific Setup Steps

Chapter 4 - Page 1

Chapter 4 - Page 2
Objectives
Objectives
After completing this lesson, you should be able to do

the following tasks specific to Oracle Depot Repair:
• Set up repair types and reason codes
• Define lookup codes and profile options

Chapter 4 - Page 3
Agenda
Agenda
• Set up Repair Types

• Set up Reason Codes
• Define Lookup Codes
• Define Profile Options

Chapter 4 - Page 4
Categories for the Repair Types
Repair Type Ref
Each repair type must have one of the following Repair

Type Ref values:
• Advance Exchange
• Exchange
• Loaner
• Loaner, Repair and Return
• Repair and Return
• Replacement
• Standard

You may create your own repair types, but each repair type must have one of the Repair Type
Ref values shown on the slide. The Repair Type Ref values drive the application processing
steps. The list of Repair Type Ref names is not extendable.

Chapter 4 - Page 5
Repair Types Setup
Repair Types Setup
Oracle Depot Repair supports the following seeded

repair types:
- Advance Exchange
- Exchange
- Loaner
- Loaner, Repair and Return
- Repair and Return
- Replacement
- Standard
You can set up your own repair types
- Copy and customize a seeded repair type
Repair Types Setup

While creating repair orders, product transactions are generated based on the default transaction
billing types defined in repair types. Also, the processing of product transaction lines are
determined by the definition of the repair types. The parameters that control this background
processing are chosen when you set up your repair types. The slide shows the seeded repair
types.
You can also define your own repair types, each of which must have one of the Repair Type Ref
values, by making a copy of a seeded repair type, and customizing the copy as necessary.
Note
Each of the seeded Repair Types has the same name as its corresponding Repair Type Ref value.
Any new repair type that you create will have a different repair type name, but it must one of the
allowable Repair Type Ref values.

Chapter 4 - Page 6
Repair Types Form
Repair Types Form

Repair Type Summary (main fields only)
Pre-Repair
Repair Business Repair Repair and Post-Repair
Type Process Mode Type Ref Service Activities
Advance Depot None / Not Advance
Exchange Repair Applicable Exchange See later slide
Repair and Depot Work In Repair and for details
Return Repair Process Return
Repair Type Details (main fields only)

Expense *
Labor *
Automatically enter Material
and book RMA
Billing Service
Type Activity Code
Material
•- tabs with same-named Material
Transaction
fields as Material tab
Repair Types Form

Navigation Path: (N) Depot Repair > Setup > Repair Types
The Repair Types form is the main form for setting up the proper processing and management of
repair orders by the application and service organization. The Repair Types screen determines,
for each repair type, how each seeded repair type is used in the service organization, whether
Task Mode or WIP Mode is used in repair management, and whether RMA charge lines are
automatically entered and booked when a repair order of the specified repair type is created.
A service organization can also make a copy of the selected repair type, and customize as
necessary.

Chapter 4 - Page 7
Loaner, Repair and Return Activities
Customer
Ship
1 Loaner
Depot
2 Receive Defective
Product
Ship Repaired
3 Product
Receive
4 Loaner
Loaner, Repair and Return Activities

This slide shows the repair type that has the most real-world activities associated with it. This is
reflected in the data processing setup – the Loaner, Repair and Return repair type has four
service activities defined for it, the first two for the pre-repair stage, the last two for the post-
repair stage.

Chapter 4 - Page 8
Pre-Repair and Post-Repair Service Activities
Pre-Repair Post-Repair
2 1 4 3
Repair Type RMA Ship RMA Ship
Loaner, Repair Return for Return Return

Loaner
and Return Repair Loaner Repaired
Repair and Return for Return

--- ---
Return Repair Repaired
Replacement --- --- --- Replacement
Advance Return Ship

--- ---
Exchange Exchange Exchange

[The numbers on the slide refer to the step numbers on the previous slide,“Loaner, Repair and
Return Activities.”]
This slide complements the previous Repair Types Form slide to show the details of how pre-
repair and post-repair service activities are set up for the main repair types. Apart from Loaner,
Repair and Return, each of the other seeded repair types has at most one pre-repair and one post-
repair service activity associated with it.

Chapter 4 - Page 9
Setting Up Repair Types
For each repair type, set up the following:

• Repair Mode
• Repair Type Ref
• Business Process
• Default Pre-Repair and
Post-Repair Service Activities
• Billing Types and Service Activities for
material, labor, and expense charge lines
• Preferences to control
– the automatic creation and booking of RMA lines

Use the Repair Types form to perform the following tasks:
• Select Repair Modes for Repair Types. A repair order is created with the repair mode defined
in the repair type.
• Select Repair Type Ref for custom Repair Types.
• Select Business Process for Repair Types.
• Select default Service Activity Codes for RMA and Sales Order lines for Repair Type. The
default product transactions are created with the order and line types associated with the
service activity Billing Type for the repair type and repair item. This classifies the created
sales order and RMA order lines for respective repair types.
• Select Billing Types and enter Service Activity Code for material, labor, and expense charge
lines. You can enter more than one Billing Type and Service Activity Code for material and
expense charge lines. This classifies the material, labor, and expense charge lines for Order
Management processing. This is needed only if using Repair Estimates functionality.
[Note: in the Material, Labor, and Expense tabs of the Repair Types form, the term “Service
Activity Code” is used – this is the same as “Service Activity”, and the terms can be used
interchangeably]

Chapter 4 - Page 10
• Select preferences to process Product Transaction lines for Repair Types by selecting
Automatically Enter and Book RMA.

Chapter 4 - Page 11
Reason Codes
Reason Codes
Reason Codes are values defined for the different reasons

that affect the return of a product for repair
Depot Repair provides the following seeded Reason Codes:
Customer approves the RMA RMA APPRV
Estimate approved EST
Repair on hold HOLD
Product not repairable REJECT_1
Declined repair REJECT_2
Revised estimate approved REV_EST
Customer contacted WAIT_1
Awaiting approval WAIT_2
You can add your own reason codes
Reason Codes
Reason Codes are values defined to categorize the different reasons that affect the return of a
product for repair. Reason Codes relate to the depot’s repair acceptance, and customer approval
of the repair estimate.

Chapter 4 - Page 12
Setting Up Reason Codes
Application Object Library Reason Lookups (main fields only)

Access Level
Type CSD_REASON
User
Meaning Reason
Extensible
Application Depot Repair System
Enabled
Effective Dates
Code Meaning From To
EST Estimate Approved 31-AUG-2000
HOLD Repair On-Hold 31-AUG-2000
WAIT_1 Customer Contacted 10-AUG-2001

Navigation Path: (N) Depot Repair > Setup > Reason
Set up your own reason codes for the lookup type CSD_REASON.

Chapter 4 - Page 13
Defining Lookup Codes
Defining Lookup Codes
From the Application Developer Navigator form, use the following

path to navigate to the Applications Object Library Lookups form:
Application > Lookups > Application Object Library
• The general lookups form layout is the same as the
Application Object Library Reason Lookups window, which is
used to provide your own Oracle Depot Repair reason codes
The following slides show the lookup types that are seeded in
Oracle Depot Repair

Chapter 4 - Page 14
Defining Lookup Codes (continued)
CSD_APPROVAL_STATUS CSD_PRODUCT_ACTION_CODE
Repair Approval Status Product Transaction Action Code
• Approved, Rejected for Repair Orders
• Customer Product, Exchange,…
CSD_ESTIMATE_STATUS CSD_PROD_ACTION_TYPE
Estimate Status Depot Repair Order Product
• Accepted, Bid,… Transaction Action Types
• Return Product, Ship Product,…
CSD_EST_BILLING_TYPE CSD_PRODUCT_TXN_STATUS
Estimate Billing Type Product Transaction Line Status
• Material, Labor, Expense • Booked, Entered, Received,…
CSD_EVENT CSD_REASON
Repair Event Reason for current status of repair
• Customer Approved, process
• Charges Recorded,… • Estimate Approved,
• Repair On Hold,…

Chapter 4 - Page 15
CSD_REJECT_REASON CSD_RO_TXN_STATUS
Estimate Reject Reasons Repair Order Transaction Status
• Customer Reject, • OM Booked, OM Received,
• Machine Not Available,… • OM Released,…
CSD_REPAIR_MODE CSD_UNIT_OF_MEASURE
Repair Mode for the depot repair Lead Time Unit of Measure
processes • Hour, Week, Day,…
• Work In Process, Task,…
CSD_REPAIR_STATUS CSD_WIP_JOB_STATUS
Repair Status Repair Job Status
• Closed, Open, Hold • Released, Unreleased
CSD_REPAIR_TYPES
Depot Repair Types
• Advance Exchange,
• Return and Repair,…

Chapter 4 - Page 16
Setting Up Profile Options
Setting Up Profile Options
Logging in as the System Administrator,

you can change system-wide profile option values as follows:
(1) Navigate to the System Profile Values form: Profile > System.
(2) Search for the profile option you want.
(3) In the System Profile Values form, change the profile option
at the levels you require.

Chapter 4 - Page 17
Setting Up Profile Options (continued)

CSD: Allow Charge Override for Estimates *
Whether to allow override of Charge field for Estimate lines.
CSD: Allow Creating WIP Job without RMA *

Whether creation of WIP job without RMA is allowed.
CSD: Allow Internal Repair *

Whether internal repair is allowed.
CSD: Allow Processing Product Txn w/o Serial Number *

Whether to allow processing of product transaction without a serial number.
CSD: CSD_PRINTER_NAME
Printer for printing repair estimate report.
• <Printer_Name>
CSD: CSD_PRINTER_REQUIRED *
Whether a printer is required.
* - values are Yes or No
Notes on Profile Options

CSD: Allow Internal Repair
This allows users to view and select products that are in in-house inventory when they create a
repair order. The Serial Number and IB Ref Number LOVs for the repair order will display
product instances within the service organization along with the product instances at customer
site. Note that a user wishing to create a repair order against an internally owned product
instance will need to leave the product-related fields blank in the Service Request Header section
of the Depot Repair Workbench.
For leaving the Product field blank for the service request, the following profile option “CSD:
Require Product For Service Request” should be set to No.
CSD: Allow Processing Product Txn w/o Serial Number
1. If the profile option value is No, then the Serial number field is mandatory. If the profile
option value is Yes, then the Serial number field is not mandatory. If the Serial number
field is not mandatory, the user will not be able to automate the shipping of the sales order
directly from Oracle Depot Repair; rather, the user will need to provide the serial number
before shipping.

Chapter 4 - Page 18
2. This profile option applies only for product transaction lines of line category Order, that is,
it does not apply for product transaction lines of line category Return. Hence it does not
apply to RMA lines. This means that, if the product transaction line is of line category
“Return”, the Serial number field is mandatory for serialized items, regardless of the value
of this profile option.

Chapter 4 - Page 19

CSD: Customer Approval Required *
Whether customer approval of the estimate is required for creating repair job.
CSD: Debug Level
Debug level for Depot Repair transactions.
• 1 to 10
CSD: Default Country Code
Default country code for phone number fields.
• <Country_Code>
CSD: Default Pick Release Rule for Sales Orders
Default pick release rule for repair order related sales orders.
This is a mandatory profile option.
• Released or Unreleased
CSD: Default Price List
Default price list for the Depot Repair application.
• <Price_List> * - values are Yes or No

Chapter 4 - Page 20

CSD: Default Repair Job Status
Default status for repair jobs
• Standard, …
CSD: Default Repair Type
Default repair type for new repair orders
• Advance Exchange, Exchange, …
CSD: Default Return Reason Code for RMAs
Default return reason code for RMA product transaction
• Damaged Product, …
CSD: Default Sales Representative
Default sales representative for the Depot Repair application.
• <Sales_Representative>
CSD: Directory for Depot Repair Log Files
Directory where Depot Repair places log files.
This is a mandatory profile option.
• <Value specified at implementation time>

Chapter 4 - Page 21
CSD: Enable Estimates *

Whether the Repair Estimate tab appears.
CSD: Enable Knowledge Management *

Whether the Knowledge Base section in the Repair Estimate tab is enabled.
CSD: Repair Mode for Depot Repair Orders

Repair mode for Depot Repair processes - site level.
• Work In Process, Task, None / Not Applicable, All
CSD: Require Product For Service Request *

Whether product is required for service request creation. This defaults to Yes.
* - values are Yes or No

CSD: Require Product For Service Request
When this profile option is set to Yes, a product will be required in order to create a service
request. When this profile is set to No, no product will be required in order to create a service
request. Also, when the profile is set to No, the user can specify an install base product without
specifying a reference number in the service request.

Chapter 4 - Page 22
Non-Depot Repair Profile Options
Non-Depot Repair Profile Options

The following two profile options either both have to be defined or
both have to be NULL. These two profile options, if set, restrict the
Service Request Owner LOV by the selected profile values in the
Repair Order form
• Service: Default Group Owner for Service Requests

• Service: Default Group Owner Type for Service Request
Service Request Owner

• Service: Default Service Request Owner
Defaults the service request owner in the Repair Order form.
• Service: Default Service Request Owner Type
Defaults the service request owner type. This field is not
displayed in the Repair Order form.

Chapter 4 - Page 23
Non-Depot Repair Profile Options (continued)
• Service: Inventory Validation Organization

In Oracle Depot Repair, items are validated against the
organization specified by this profile. This is mandatory
and can usually be set to the master inventory organization
• The following profiles determine the default values for the

corresponding fields in the Repair Tasks tab in the Repair
Order form:
- Task Manager: Default Task Status
- Task Manager: Default Task owner
- Task Manager: Default Priority
- Task Manager: Default Task Type
- Task Manager: Owner Type for a Task

Task Manager: Default Task Status
1. If a status transition rule is defined and is mapped to the Oracle Depot Repair responsibility
being used, then this profile option is mandatory. This profile option specifies the default
starting status for a task in the Repair Tasks tab in the Repair Order form. If this profile
option is not set, then when creating a task, the Status LOV will have no values.
2. If no status transition rule is mapped to the Oracle Depot Repair responsibility, then this
profile option is not mandatory, and the task status LOV in this case will list all the task
statuses.
3. Oracle recommends that you set up status transition rules.

Chapter 4 - Page 24
• Server Timezone
This profile determines the server timezone, and is mandatory. It
is used in the Product Coverage tab to sort the contracts by
response resolution time
Logging in as the System Administrator,

you can change system-wide profile option values as follows:
(1) Navigate to the System Profile Values form: Profile > System.
(2) Search for the profile option you want.
(3) In the System Profile Values form, change the profile option
at the levels you require.

Chapter 4 - Page 25
Guided Demonstration - Creating a Repair Type
This demonstration shows how to perform the following tasks:
• Create a service activity
• Associate the service activity with a business process
• Create an Oracle Install Base transaction sub type related to the new service activity
• Create a repair type using the new service activity
• Create a repair order with the new repair type
Assumptions
Note: all <xx> references in this demonstration represent the initials of your name.
Creating a Service Activity
1. Navigate to the Service Activities and Billing Types window.
• (N) Service Request > Setup > Charges > Service Activities and Billing Types
2. In the Service Activities area, enter the following data:
Name Express Replacement <xx>

Line Category Order
Dept Repair Quantity Update On
3. Click (I) Save.
4. In the Billing Types area, enter the following data:
Name Material
5. Click (I) Save.
6. In the Order Management Header & Line Types area, enter the following data:
Operating Unit Vision Operations

Order Type Mixed
Line Type Standard (Line Invoicing)
7. Click (I) Save.


Chapter 4 - Page 26
Associating the Service Activity with a Business Process
8. Navigate to the Service Business Process window.
• (N) Service Request > Setup > Charges > Service Business Process
9. Search for the Depot Repair service business process.
10. In the Service Activities area, enter a new row as follows:
Service Activity Express Replacement <xx>
11. Click (I) Save.
Creating an Oracle Install Base Transaction Sub Type
12. Navigate to the Transaction Sub Types window.
• (N) Service Request > Setup > Charges > Install Base Transaction Types
13. Check the Service Type checkbox.
14. In the Name field, select Express Replacement <xx>.
15. In the Source Info area, select the following data:
Change Owner On
Change Owner To External
Status Replacement
16. In the Non Source Info area, select the following data:
Reference Reqd On
Status Replaced
17. In the Source Transaction Types area, enter a row with the following data:
Application Name Oracle Order Management

Transaction Name Order Management - Ship/Fulfill
(This automatically populates the Transaction Type and
Description fields)
Update IB On
18. Click (I) Save.

Chapter 4 - Page 27
Creating a Repair Type
19. Navigate to the Repair Types window.
• (N) Depot Repair > Setup > Repair Types
20. In the Repair Types Summary area, enter a new row as follows:
Repair Type Express Replacement <xx>

Description Express Replacement <xx>
Business Process Depot Repair
Repair Mode None/Not Applicable (select this option)
Repair Type Ref Replacement
Pre-Repair RMA <leave blank>
Pre-Repair Ship <leave blank>
Post-Repair RMA <leave blank>
Post-Repair Ship Express Replacement <xx>
21. In the Repair Type Details area, check the two checkboxes:
− Automatically order and book RMA
− Automate order process steps through:
23. In the Material tab, enter the following data:

Service Activity Code Material Transaction
24. In the Labor tab, enter the following data:
Billing Type Labor

Service Activity Code Labor Transaction
25. In the Expense tab, enter the following data:
Billing Type Expense

Service Activity Code Expense Transaction
26. Click (B) Save.

Chapter 4 - Page 28
Creating a Repair Order with the New Repair Type
28. Click (B) New.

Account 1608
Contact ID 2817
Serial Num EM600000
29. Click (I) Save.
You have created a new service request.
30. In the Repair Order Information area, in the Repair Type field, select Express Replacement
<xx>.
31. Click (I) Save.
You have created a new repair order, with repair type Express Replacement <xx>.
Creating the repair order has activated the Receive/Ship tab.
One charge line has been created:

− A SHIP line for shipping out the replacement product to the customer

Chapter 4 - Page 29
Practice - Creating a Repair Type
Overview
• Create a service activity
• Associate the service activity with a business process
• Create an Oracle Install Base transaction sub type related to the new service activity
• Create a repair type using the new service activity
Assumptions

Chapter 4 - Page 30
Tasks
Note: all <xx> references in this practice represent the initials of your name.
Create a Service Activity
Start by navigating the path Service Request > Setup > Charges > Service Activities and Billing
Types.
In the Service Activities and Billing Types window, create and save a service activity with the
following properties:

Line Category Order
In the Billing Types area, create and save a row with the Material billing type.
In the Order Management Header & Line Types area, create and save a row as follows:

Order Type Mixed
Associate the Service Activity with a Business Process
In the Service Business Process window, associate the service activity Express Replacement
<xx> with the Depot Repair service business process.
Create an Oracle Install Base Transaction Sub Type
In the Transaction Sub Types window, create and save an Oracle Install Base transaction sub
type associated with the service activity Express Replacement <xx>, as follows:
(a) Check the Service Type checkbox.
(b) In the Name field, select Express Replacement <xx>.
(c) In the Source Info area, select the following data:
Change Owner On
Status Replacement
(d) In the Non Source Info area, select the following data:

Chapter 4 - Page 31
Reference Reqd On
Status Replaced
(e) In the Source Transaction Types area, enter a row with the following data:

Update IB On
Create a Repair Type
Create and save a new repair type as follows:
(a) In the Repair Types Summary area, enter a row with the following data:

(b) In the Repair Type Details area, check the two checkboxes:
(c) Select the Ship Confirm radio button.
(d) In the Material tab, enter the following data:

(e) In the Labor tab, enter the following data:
Billing Type Labor


Chapter 4 - Page 32
(f) In the Expense tab, enter the following data:

(g) Click Save.
Create a Repair Order with the New Repair Type
Navigate to the Repair Orders Search form, click New, then in the Service Request Information
area, enter and save the following data to create a service request:

Account 1608
Contact ID 2817
Serial Num EM600000
Create a repair order with the repair type Express Replacement <xx> (you do not need to enter
any information in the Details tab).
Click the Receive/Ship tab to see the Ship line created for the replacement product.

Chapter 4 - Page 33
Solution - Creating a Repair Type
Creating a Service Activity
1. Navigate to the Service Activities and Billing Types window.
• (N) Service Request > Setup > Charges > Service Activities and Billing Types
2. In the Service Activities area, enter the following data:

Line Category Order
3. Click (I) Save.
4. In the Billing Types area, enter the following data:
Name Material
5. Click (I) Save.
6. In the Order Management Header & Line Types area, enter the following data:

Order Type Mixed
7. Click (I) Save.

Chapter 4 - Page 34
Associating the Service Activity with a Business Process
8. Navigate to the Service Business Process window.
• (N) Service Request > Setup > Charges > Service Business Process
9. Search for the Depot Repair service business process.
10. In the Service Activities area, enter a new row as follows:
Service Activity Express Replacement <xx>
11. Click (I) Save.

Chapter 4 - Page 35
Creating an Oracle Install Base Transaction Sub Type
12. Navigate to the Transaction Sub Types window.
• (N) Service Request > Setup > Charges > Install Base Transaction Types
13. Check the Service Type checkbox.
14. In the Name field, select Express Replacement <xx>.
15. In the Source Info area, select the following data:
Change Owner On
Status Replacement
16. In the Non Source Info area, select the following data:
Reference Reqd On
Status Replaced
17. In the Source Transaction Types area, enter a row with the following data:

Chapter 4 - Page 36
(This automatically populates the Transaction Type and
Description fields)
Update IB On
18. Click (I) Save.
Creating a Repair Type


Chapter 4 - Page 37
21. In the Repair Type Details area, check the two checkboxes:

24. Click the Labor tab, and enter the following data:
Billing Type Labor

25. Click the Expense tab, and enter the following data:

26. Click (B) Save.

Chapter 4 - Page 38
28. Click (B) New.

Account 1608
Contact ID 2817
Serial Num EM600000
29. Click (I) Save.
30. In the Repair Order Information area, in the Repair Type field, select Express Replacement
<xx>.
31. Click (I) Save.
You have created a new repair order, with repair type Express Replacement <xx>.

Chapter 4 - Page 39

Chapter 4 - Page 40
One charge line has been created:
− A SHIP line for shipping out the replacement product to the customer

Chapter 4 - Page 41
Practice - Creating a Special Repair Type
Overview
When you create a repair type, you can set the checkbox to automatically order and book an
RMA line. In the practice that you performed earlier in the course, when you created a repair
order with the repair type Return and Repair, the RMA line appeared with the Booked status.
This was because the standard Return and Repair repair type, in the Oracle Application Vision
database, has the checkbox set to automatically order and book an RMA line.
There may be times when you do not want to have the RMA line automatically booked when the
repair order is created for a "repair and return" situation.
• Create a special "Return and Repair" repair type, which will not automatically order and
book RMA lines
Assumptions

Chapter 4 - Page 42
Tasks
Note: all <xx> references in this practice represent the initials of your name.
Create a Special "Return and Repair" Repair Type
Create and save a new repair type as follows:
(a) In the Repair Types Summary area, enter a row with the following data:
Repair Type Repair and Return <xx>

Description No Auto Book RMA
Repair Mode Work In Process
Repair Type Ref Repair and Return
Pre-Repair RMA Return for Repair
Post-Repair Ship Return Repaired
(b) In the Repair Type Details area, leave the following two checkboxes unchecked:
(c) In the Material tab, enter the following data:

(d) In the Labor tab, enter the following data:
Billing Type Labor

(e) In the Expense tab, enter the following data:

(f) Click Save.

Chapter 4 - Page 43
Create a Repair Order with the New Repair Type
Navigate to the Repair Orders Search form, click New, then in the Service Request Information
area, enter and save the following data to create a service request:

Account 1608
Contact ID 2817
Serial Num EM600000
Create a repair order with the repair type Return and Repair <xx> (you do not need to enter any
information in the Details tab).
Click the Receive/Ship tab to see the two lines created and the line statuses.

Chapter 4 - Page 44
Solution - Creating a Special Repair Type
Creating a Special "Return and Repair" Repair Type
Repair Type Repair and Return <xx>

Description No Auto Book RMA
Repair Mode Work In Process
Repair Type Ref Repair and Return
Pre-Repair RMA Return for Repair
Post-Repair Ship Return Repaired
3. In the Repair Type Details area, uncheck the two checkboxes:


5. Click the Labor tab, and enter the following data:
Billing Type Labor

6. Click the Expense tab, and enter the following data:


Chapter 4 - Page 45
7. Click (B) Save.
9. Click (B) New.

Account 1608
Contact ID 2817
Serial Num EM600000
10. Click (I) Save.

Chapter 4 - Page 46
11. In the Repair Order Information area, in the Repair Type field, select Return and Repair
<xx>.
12. Click (I) Save.
You have created a new repair order, with repair type Return and Repair <xx>.

Chapter 4 - Page 47
− A RMA line, with Status = Entered
− A SHIP line, with Status = Entered
Note that, unlike in the previous practice when you created a repair order of type Return and
Repair, this time the RMA line has not been booked, nor does the RMA line contain a value
in the Order Num field.

Chapter 4 - Page 48
Summary
Summary

following tasks specific to Oracle Depot Repair:
• Set up repair types and reason codes
• Define lookup codes and profile options

Chapter 4 - Page 49

Chapter 4 - Page 50

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After completing this lesson, you should be able to do the

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• Oracle Depot Repair solution

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Overview of Service Request to Depot Repair Process

The Oracle Depot Repair Solution

Self-Service Agent-Assisted Field Service Depot Walk-In

Oracle Depot Repair

Receive Estimate Plan Repair Ship

The Oracle Depot Repair Solution

Copyright © Oracle Corporation, 2003. All rights reserved.

Overview of Service Request to Depot Repair Process

Industry-standard term for

Return Material Authorization

• Permission for a customer to return goods

In Depot Repair, each return requires an RMA

You can create an RMA using the following modules:

Copyright © Oracle Corporation, 2003. All rights reserved.

Overview of Service Request to Depot Repair Process

Service Request to Resolution Flow

Receive Validate Review Enter

Identify Potential Solution

Work Maintain Create Resolve

Service Request to Resolution Overview

Copyright © Oracle Corporation, 2003. All rights reserved.

Overview of Service Request to Depot Repair Process

Identify Potential Solution

Telephone Service Request to Resolution

Depot Repair Depot Repair Flows

Dispatch Service Request to Dispatch

Copyright © Oracle Corporation, 2003. All rights reserved.

Overview of Service Request to Depot Repair Process

Depot Repair Basics

Depot Repair Basics

Copyright © Oracle Corporation, 2003. All rights reserved.

Overview of Service Request to Depot Repair Process

Each Depot Repair flow is based on an Oracle Depot