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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11i Depot Repair Fundamentals Table of Contents
i
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
ii
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

iii
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.

iv
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.

Overview of Service Request to Depot Repair Process
Chapter 1 - Page 1
Overview of Service Request
to Depot Repair Process
Chapter 1

Chapter 1 - Page 2

Chapter 1 - Page 3
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 4
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 5
The Oracle Depot Repair Solution
Receive
and
Inspect
Estimate
and
Approve
Plan
and
Schedule
Repair
and
Debrief
Ship
and
Bill
Assign
Manage Resources
Oracle Depot Repair
(and associated Oracle application modules)
Self-Service Agent-Assisted Field Service Depot Walk-In
Service Channels

Oracles Depot Repair solution lets service organizations with the ability to manage repair and
returns to minimize the negative impact on their customers 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 6
RMA
RMA
Industry-standard term for
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
Return Material Authorization

Chapter 1 - Page 7
Service Request to Resolution Flow
Service Request to Resolution Flow
Identify Potential Solution
Telephone
Depot Repair
Dispatch
Receive
Service
Contact
Validate
Customer
Records
Review
Install
Base
Verify
Entitlement
Enter
Service
Request
Maintain
Knowledge
Base
Create
Charge
Order
Resolve
Service
Request
Work
Service
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 companys 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 8
Service Channels
Service Channels
Identify Potential Solution
Telephone
Depot Repair
Dispatch
Service Request to Resolution
Depot Repair Flows
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 9
Depot Repair Basics
Depot Repair Basics
Faulty Goods
Depot
New or
Repaired Goods
or a Loaner
or a Replacement
Customer

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 10

Repair
and Return
Repair Flows and Repair Types
Replacement
Exchanges
Loaner, Repair
and Return
Short
Customer
Repair
Cycle
Long
Customer
Repair
Cycle
Customer
Product
Not
Repaired
Customer
Product
Repaired

Each Depot Repair flow is based on an Oracle Depot
Repair repair type
Internal
Repair

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 11
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 12
Basic Return and Repair Flow
Basic Return and Repair Flow
* You can perform
this task any time
after the repair
order is created
Receive Defective Item into Inventory
Ship Repaired Product
Close Repair Order
Create Repair Order
Create and Approve Repair Estimate *
Create, Process,
and Complete
Repair Job
WIP Mode
Create, Process,
and Complete
Tasks
Task Mode

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 13

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

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 14
Sending Goods in Advance
If the contract with the customer
allows it, you can
in advance of
receiving the
defective part
send out an
exchange part
Depot
Customer

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 15
Basic Exchange Flows
Receive Defective Item
into Inventory
Close Repair Order
Create Repair Order
Ship Product
Exchange
Advance Exchange
Create Repair Order
Close Repair Order
into Inventory

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 16
Basic Replacement Flow
Ship Product
Close Repair Order
Create 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 17
Full Repair and Return WIP Mode Example
1. Create Repair Job
2. Process Repair Job
3. Complete Repair Job
Search knowledge base
for previous similar cases
Close Repair Order
and Service Request
Create Service Request
Create Repair Order
Verify Contract Entitlements
into Inventory
View product status
in the installed base
View product status
Update counters
1. Create Repair Estimate
2. Approve Repair Estimate
Submit Charges

[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 18
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 19
Full Return and Repair Task Mode Example
1. Create Tasks
2. Process Tasks
3. Complete Tasks
Search knowledge base
for previous similar cases
Submit Charges
Create Repair Order
into Inventory
View product status
View product status
Update counters
Close Repair Order
and Service Request
1. Create Repair Estimate
2. Approve Repair Estimate

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 20
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 21
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 22
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 23
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 24
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 25
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 26
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 27
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 28
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 29
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 30
Tasks
Create a Service Request
Create a service request as follows:

Installed Products Only
(checkbox)
On
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 31
(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 32
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 33
(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 34
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 35
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 36

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 37

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 38
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 39
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 40
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 41

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 42
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 43
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 44

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 45
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 46

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 47
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 48
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 49
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 50

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 51

Chapter 1 - Page 52
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

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

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

Chapter 2 - Page 3
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 4
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 5
Oracle Depot Repair Integration Footprint
Purchasing
Receiving
Common Application
Components
Assignment Manager
Resource Manager
Task Manager
Notes
Knowledge Management
Service Contracts
Bills of Material
Work In Process
Oracle
Depot
Repair
Order Management Shipping Execution Inventory
Install Base
Counters
TeleService
Customer Care
Charges
Service Requests

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 6
Required Applications Setup
Required Applications Setup
Inventory
Bills of Material
Work in Process
Order
Management
Shipping
Execution
Purchasing
Receiving
TeleService
Service
Requests
Customer Care
Charges
Install Base
Counters
Service Contracts
Common
Application
Components
Notes
Task
Manager
Assignment
Manager
Resource
Manager
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 7
Depot Repair Workbench Areas
Service Request Information
Service Request identifier and summary data
Repair Order Information
Repair Order identifier and summary data
Main Tabs
Activity
Service History
Product Coverage
Other Tabs
Customer initiates
service request
You can have multiple repair
orders per service request
Details
Repair order details
Receive/Ship
RMA and Ship lines
Repair Estimate
Estimate data
The correct logistics lines are automatically created
based on repair type when you create the repair order
Repair Tasks
Task Mode details
Repair Jobs
WIP Mode details
You view and edit repair order details

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

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 9
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 10
Service Request Dependencies
Service Request Information area (main fields only)
TeleService
Customer
Account
Contact
Business World
1608
Andre Beaulie
AS99689
70649
EM600
Installed Products Only
Product
IB Ref Num
Serial Num
Request Num
Summary
Request Type
Severity
Status
Hard disk failure
Depot Repair
High
Open
10732
Inventory Install Base
1. Create Service Request

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 11
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 12
Top-Level Repair Order Dependencies
Repair Order Information area (main fields only)
Details tab (main fields only)
AS99689
70649
EM600
Repair Mode WIP
21278
Corporate
Notes
Service
Request
Depot
Repair
Notes
10311
View IB Config Update Counters
Inventory
Install Base Counters Service Contracts Order Management Notes
Default
Price List
Contract
Repair Type Repair Status Repair Num Product UOM Qty
Open Repair and Return AS99689 10311 Each 1
2. Create Repair Order
Repair Num
Product
IB Ref Num
Serial Num

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 13
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 14
Repair Order Contract Details
3. Verify Contract Entitlements
Product Coverage tab (main fields only)
Details tab
Contract
Service End Date
Contract
Number Coverage
View Active Contracts
View All Contracts
View Coverage Apply
Start Date
Default
Gold 21278 PC Server 20-JUL-2008 21-JUL-2003
Gold 21279 PC Server 20-JUL-2008 21-JUL-2003
Gold 30128 PC Server 17-DEC-2003 18-DEC-2002
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 15
Repair Order RMA Line Dependencies
Receive/Ship tab (main fields only)
4. Receive Item into Inventory
Process IB Txn Details Receive
Action
Code
Action
Type
Service
Activity
Order
Num
Return
Repaired
SHIP
Customer
Product
Product
Serial
Num Price
AS99689
Ship
Automate order processing steps through:
Enter Order Book Order Pick Release Ship Confirm
4999.00
Install Base
Order
Management
Receiving
(Purchasing)
Charges
(TeleService)
Return for
Repair
RMA Customer
Product
56069 EM600 .00 AS99689

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 16
Find an expected RMA
Create RMA receipts
Receive customer products
Record a received quantity
Record serialized products

Chapter 2 - Page 17
Repair Estimate Dependencies
Repair Estimate tab (main fields only)
Product
Billing
Category Qty
Material Material 1
Unit
Price
30.00 75.00
5. Create & Approve Repair Estimate Knowledge
Management
Line Details Save Estimate Freeze Estimate
Knowledge
Base
Search
Solutions
Summary of Estimated
Charges
Material, Labor, Expenses,
and Total charges
Contract
Est.
Charge
Accepted Status
Summary Hard Disk
Failure
Reason
Work In
Process
Order
Management
Charges
(TeleService)
Service
Contracts

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 18
Submit repair jobs
Release repair jobs
Stage repair jobs
Review WIP summary reports
Run material completion transactions

Chapter 2 - Page 19
WIP Mode Repair Job Dependencies
6. Create, Process, and Complete Repair Job
Repair Jobs tab (main fields only)
Work In
Process
Bills of
Material
View Job Complete Job Material Txn
Group ID Job Organization Qty
Seattle Center CSD70068 70068 1
Qty Completed
Status
Released 0
Repair Job

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 20
Repair Order Ship Line Dependencies
Receive/Ship tab (main fields only)
Process IB Txn Details Receive
Action
Code
Action
Type
Service
Activity
Order
Num Product
Serial
Num Price
Ship
Automate order processing steps through:
Enter Order Book Order Pick Release Ship Confirm
7. Ship Repaired Product
Return for
Repair
RMA Customer
Product
56069
Return
Repaired
SHIP
Customer
Product
EM600 .00 AS99689
AS99689 4999.00
Install Base
Order
Management Shipping Execution
Charges
(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 21
Estimate Charge Line Dependencies
Estimate Charge Line Details (main fields only)
8. Submit Charges for a WIP Mode Job
Save Close
Order
Management
Submit Charges
Charges
(TeleService)
Estimate Line Details
Further estimate fields
including Discount,
PO Number,
Profit Margin,
and Profit Margin %
Contract Information
Contract Number and
Description fields
Service
Contracts
Product Billing Category Qty Unit Price
Material Material 1 30.00 75.00
Contract
Est. Charge

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 22
Close Repair Order and Service Request
Create Repair Order
Receive Item into Inventory
Submit Charges *
Create, Process, and Complete Tasks
* - 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 23
Task Mode Dependencies
Repair Tasks tab (main fields only)
Create, Process, and Complete Tasks
Number Status
Completed 17506
Actual End
Completed 17507
17507 Number
Problem
Resolution
Type
Repair Item Name
Completed Status
Use Template
Debrief
Launch Workflow
Submit Charges
Dates
Start and End of Planned,
Scheduled, and Actual Dates
Effort
4 Estimate Hour
Actual
Qty UOM
Name
Inspect Item
Repair Item
Actual Start
Charges
(TeleService)
Order
Management
Task
Manager
Assignment
Manager
Resource
Manager

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 24
Summary
Summary
following:
Show how the Service Request to Depot Repair
process depends on E-Business Suite applications

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

Chapter 3 - Page 2
Prerequisite E-Business Suite Setups and Integrations
Prerequisite E-Business Suite Setups
and Integrations

Chapter 3 - Page 3
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 4
Agenda
Agenda
Pre-implementation steps
Standard E-Business Suite setups
Setup of related applications
E-Business application module setups

Chapter 3 - Page 5
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 6
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
Service Administrators
Receipt Administrators
Service Technicians
3. Define calendar data.
Determine the shifts, patterns, and time periods
when resources are available to work
Depot Managers
Field Service Agents
Other employee users

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 7
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 8

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 9
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 10
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
Administrators Guide.

Chapter 3 - Page 11
Setup of Related Applications
Oracle Depot Repair requires that the following
Oracle modules are installed and set up:
Inventory
Bills of Material
Work In Process
Purchasing
- Receiving
Order Management
Shipping Execution
TeleService
- Service Requests
- Customer Care
- Charges
Knowledge Management
(if you want to use a
knowledge base)
Install Base
- Counters
Service Contracts
Common Application Components
- Notes
- Resource Manager
- Task Manager
- 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 12
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 13
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 14
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
Bills of Material
(Resources)
Task Manager
Assignment Manager
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 Users 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 15
Setting Up Inventory
Order Management tab
Customer Ordered = On *
Customer Ordered Enabled = On *
Internal Ordered = On ***
Internal Orders Enabled = On ***
Returnable = On
Shippable = On
OE Transactable = 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
*
**
***
****
Invoiceable Item = On
Invoicing tab
Serviceable = On
Billing Type = Material
Service Request Enabled = Enabled
Install Base Tracking = On ****
Service tab
Inventory tab
Inventory Item = On*
Stockable = On **

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 16
Inventory: Profile Option
Ensure that the profile option MO: Operating Unit is set to
the operating unit that represents your enterprise.
Fresno Manufacturing
Emeryville Manufacturing
Headquarters

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 17
Setting Up Bills of Material and Work In Process
Setting Up Bills of Material and Work In
Process
Set up bills for items used for repairs
Set up resources and routings
for WIP Mode repairs
Required
For
WIP Mode
Bills of Material
Work In Process
Depot Repair jobs use the Non-Standard
Work in Process functionality
Check that WIP accounting classes of
Expense, Reconfig, and Rework
have been set up for the repair jobs

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 Users 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 18
Setups for Receiving and Shipping
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
Purchasing
for Receiving
Order Management and Shipping Execution
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
for Shipping

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 Users 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 Users Guide.

Chapter 3 - Page 19
Setting Up Oracle TeleService: Service Requests
Setting Up Oracle TeleService: Service
Requests
Set up a service request type of Depot Repair
You can set up more if you want to
break down your depot repair service
requests into further categories
Type Business Process
Depot Repair Depot Repair
Status Group Name
Depot Repair
Workflow
Service Request Types window
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 20
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 21
Setting Up Oracle TeleService: Charges
Setting Up Oracle TeleService: Charges
3 Create new billing types (optional step)
4 Create Install Base transaction subtypes
5 Create the default time & material labor schedule
Create business processes 1
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.
6 Set up the defaulting rules for billing operating units
Create service activities 2

Chapter 3 - Page 22
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
Business
Process
Service
Activity
Business Process
Service Activity
Simplified model *
Service Business Process window
Service Activity
Advanced Exchange
Replacement
Return for Replacement
Service Activities
Service Business Processes
Depot Repair
Name Depot Repair

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 23
Creating Service Activities
When you submit a charge
line for a combination of
Service Activities and Billing Types window
Name
Billing Types
Order Management Header & Line Types
Operating
Unit
Vision
Enterprises
Order
Type
Mixed
Line Type
Standard
(Line Invoicing)
Line
Category
Service
Activity
Order Replacement
Service Activities
Material
Expense
Depot Repair
Quantity Update
Service
Activity
Billing Type
Order
Type
Line
Type
and
Order Management creates
orders and lines as specified

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 24
Creating New Billing Types
1. Create a new
value in the service
lookup table
Oracle Service Lookups window
Type MTL_SERVICE_
BILLABLE_FLAG
Oracle Service Application
Code
TRVL
Meaning
Travel
Billing Type
Add rows
Billing Category
Billing Type Attributes window
Optional
2. Categorize the billing type as
one of the three billing categories:
- Expenses
- Labor
- Material
Expenses Travel

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 25
Creating Install Base Transaction Subtypes
For each service
activity involving
an IB-trackable
item, you must
create an Oracle
Install Base
transaction
subtype.
Do not check
Service Type for
non-IB-trackable
products
Source Transaction Types
Application
Name
Oracle Order
Management
Transaction
Name
Ship/Fulfill
Update IB Transaction
Type
OM_SHIPMENT
Transaction Sub Types window
Service Type Name Replacement
Transaction Sub Types
Source Info
Information about the
instance being transacted,
such as a shipped or a
returned item. *
Information about a
related instance, such
as the item replaced by
the source instance. *
Non Source Info
* - See later slide for details
Check
Service Type for IB-
trackable products

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 26
Source and Non Source Information
Source Info
Revision Reqd
Change Owner To External
Status Replacement
Return Reqd
Change Owner
Reference Reqd
Non Source Info
Change Owner To
Status Replaced
Return Reqd
Change Owner
Reference 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 27
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
each business process that uses labor items
Required
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
customers service contract. If the schedule in the service contract is not completely defined, the
application looks at the default labor schedule.

Chapter 3 - Page 28
Creating the Default Labor Schedule
Time & Material Labor Schedule window
Labor Item
Start
Time
Business Process Depot Repair Validation Completed
End
Time Mon Tue Wed Thu Fri Sat Sun Labor Rate
Validate Setup
00:00 Double Labor 07:59
Normal Labor 19:59 08:00
Labor Overtime 20:00 23:59
Overtime Labor 1 00:00 23:59

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 29
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 30
Setting Up Oracle Knowledge Management
Setting Up Oracle Knowledge Management
Optional
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
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 31
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 32
Setting Up Oracle Common Application Components
Setting Up Oracle Common Application
Components
Set Up Notes *
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 *
The following three modules are required for Task Mode only, not for WIP
* 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 33
Summary
Summary
following:
Confirm the setups in the Oracle applications which
are prerequisites to Oracle Depot Repair

Chapter 3 - Page 34

Oracle Depot Repair Specific Setup Steps
Chapter 4 - Page 1
Oracle Depot Repair Specific
Setup Steps
Chapter 4

Chapter 4 - Page 2

Chapter 4 - Page 3
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 4
Agenda
Agenda
Set up Repair Types
Set up Reason Codes
Define Lookup Codes
Define Profile Options

Chapter 4 - Page 5
Categories for the Repair Types
Each repair type must have one of the following Repair
Type Ref values:
Advance Exchange
Exchange
Loaner
Repair and Return
Replacement
Standard
Repair Type Ref

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 6
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 7
Repair Types Form
Repair Types Form
Advance
Exchange
Depot
Repair
None / Not
Applicable
Advance
Exchange
Business
Process
Repair
Type Ref
Repair
Type
Repair
Mode
Automatically enter
and book RMA
Repair and
Return
Depot
Repair
Work In
Process
Repair and
Return
Pre-Repair
and Post-Repair
Service Activities
Repair Type Details (main fields only)
Repair Type Summary (main fields only)
Expense *
Labor *
Material
Material
Transaction
Billing
Type
Service
Activity Code
Material
- tabs with same-named
fields as Material tab
See later slide
for details

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 8

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

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 9
Pre-Repair and Post-Repair Service Activities
Repair Type
Pre-Repair
Post-Repair
Repair and
Return
Advance
Exchange
Loaner, Repair
and Return
Replacement
2
RMA
Return for
Repair
Return
Exchange
Return for
Repair
---
1
Ship
---
---
Loaner
---
4
RMA
---
---
Return
Loaner
---
3
Ship
Return
Repaired
Ship
Exchange
Return
Repaired
Replacement

[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 10
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 11
Select preferences to process Product Transaction lines for Repair Types by selecting
Automatically Enter and Book RMA.

Chapter 4 - Page 12
Reason Codes
RMA APPRV
EST
HOLD
REJECT_1
REJECT_2
REV_EST
WAIT_1
WAIT_2
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
Estimate approved
Repair on hold
Product not repairable
Declined repair
Revised estimate approved
Customer contacted
Awaiting approval
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 depots repair acceptance, and customer approval
of the repair estimate.

Chapter 4 - Page 13
Setting Up Reason Codes
Application Object Library Reason Lookups (main fields only)
CSD_REASON Type
Reason Meaning
Depot Repair Application
Access Level
Extensible
User
System
Meaning To Code From
EST Estimate Approved 31-AUG-2000
HOLD Repair On-Hold 31-AUG-2000
WAIT_1 Customer Contacted 10-AUG-2001
Enabled
Effective Dates

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

Chapter 4 - Page 14
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 15
Defining Lookup Codes (continued)
CSD_EVENT
Repair Event
Customer Approved,
Charges Recorded,
CSD_EST_BILLING_TYPE
Estimate Billing Type
Material, Labor, Expense
CSD_ESTIMATE_STATUS
Estimate Status
Accepted, Bid,
CSD_APPROVAL_STATUS
Repair Approval Status
Approved, Rejected
CSD_REASON
Reason for current status of repair
process
Estimate Approved,
Repair On Hold,
CSD_PROD_ACTION_TYPE
Depot Repair Order Product
Transaction Action Types
Return Product, Ship Product,
CSD_PRODUCT_ACTION_CODE
Product Transaction Action Code
for Repair Orders
Customer Product, Exchange,
CSD_PRODUCT_TXN_STATUS
Product Transaction Line Status
Booked, Entered, Received,

Chapter 4 - Page 16
CSD_REJECT_REASON
Estimate Reject Reasons
Customer Reject,
Machine Not Available,
CSD_REPAIR_MODE
Repair Mode for the depot repair
processes
Work In Process, Task,
CSD_REPAIR_STATUS
Repair Status
Closed, Open, Hold
CSD_REPAIR_TYPES
Depot Repair Types
Advance Exchange,
Return and Repair,
CSD_RO_TXN_STATUS
Repair Order Transaction Status
OM Booked, OM Received,
OM Released,
CSD_UNIT_OF_MEASURE
Lead Time Unit of Measure
Hour, Week, Day,
CSD_WIP_JOB_STATUS
Repair Job Status
Released, Unreleased

Chapter 4 - Page 17
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.
Setting Up Profile Options

Chapter 4 - Page 18
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: CSD_PRINTER_NAME
Printer for printing repair estimate report.
<Printer_Name>
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_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 19
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 20
CSD: Debug Level
Debug level for Depot Repair transactions.
1 to 10
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>
CSD: Default Country Code
Default country code for phone number fields.
<Country_Code>
CSD: Customer Approval Required *
Whether customer approval of the estimate is required for creating repair job.

Chapter 4 - Page 21
CSD: Default Return Reason Code for RMAs
Default return reason code for RMA product transaction
Damaged Product,
CSD: Default Repair Type
Default repair type for new repair orders
Advance Exchange, Exchange,
CSD: Default Repair Job Status
Default status for repair jobs
Standard,
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 22
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.

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 23
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.
Non-Depot Repair Profile Options

Chapter 4 - Page 24
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 25
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 26
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 27
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
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 28
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:

Billing Type Material
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 29
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 30
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 31
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 32

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 33
(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 34
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 35

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 36

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 37
(This automatically populates the Transaction Type and
Description fields)
Update IB On

18. Click (I) Save.
Creating a Repair Type


Chapter 4 - Page 38
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 39
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 40


Chapter 4 - Page 41
One charge line has been created:
A SHIP line for shipping out the replacement product to the customer

Chapter 4 - Page 42
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 43
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 44
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 45
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 46

7. Click (B) Save.
9. Click (B) New.
Account 1608
Contact ID 2817
Serial Num EM600000
10. Click (I) Save.

Chapter 4 - Page 47
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 48
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 49
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 50

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