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Overview (#T612186)
Overview
Oracle Depot Repair uses Oracle Workflow technology to manage repair orders, repair order status
changes, email notifications, service warranties and logistics. Oracle Workflow is an underlying
technology that automates depot repair activities.
CSD iSupport Process: when attached to the SR type, this workflow auto-creates service orders.
CSD: Awaiting RMA Receipt Notification: sends out the notification that RMA receipt notification is
pending.
CSD: RMA Receipt Notification: sends out the notification to the SR customer contact about the
receipt of the product. Needs to be tied to flow status transition.
CSD: Auto-Create Service Orders for Recovered Parts: automatically creates service orders for parts
recovered on a job upon a status change of the service order that spawned the job.
CSD: Customer Email Notification: sends email notifications to the SR customer contact.
CSD: Customer Service Rep Email Notification: notifies only the SR owner and not the group.
CSD: Update Logistic Line Status: integrates with OM workflow and updates the logistic line status.
CSD: Update Service Order Status to Close: integrates with OM workflow and update Service Order
status after shipping.
CSD: Process Service Warranty: automatically creates a service warranty when an item is shipped.
See Doc ID 1488130.1 note in My Oracle Support.
4. Select a workflow in the Workflow field from the list of values. See: Adding a Status Transition to
a Service Type, in the topic Setting Up Statuses, Status Transitions, and Service Type Transitions
(T349819T349824.htm#set_stat_rt_trans) .
3. Select a workflow in the Workflow Process field from the list of values. See: Setting Up Service
Bulletins (T349819T349824.htm#setup_serv_bulletin) .
3. Select a workflow in the Workflow field from the list of values. See: Setting Up Service Request
Types for Depot Repair (T349819T349824.htm#setupservicerequesttype) .
Prerequisites:
Use the profile option CSD: Default Service Order Status After Final Shipping to set the final status.
Ensure the next service order status has a valid status in the Service Order Status Transition form and
Require Reason is unchecked.
2. Navigate to Service Request > Setup > Charges > Service Activities and Billing Types form.
Query for the Service Activities noted in Step 1. Note the Order Type and Line Type for the
desired operating unit in the Order Management Header & Line Types region.
3. Navigate to Order Management > Setup > Transaction Types > Define form. Query for the Order
Types noted in Step 2. Click Assign Line Flows button and find the Process Names associated
with the Line Types noted in Step 2.
8. Edit the OM line workflow for Return and Ship Line so that the CSD processes are part of the
flow. You can drag and drop the activities, or right click and select new activity. Define the flow
using connecting arrows.
9. Copy the processes from the Depot Repair Workflow to the OM Line workflow.
10. Add the desired Depot Workflow processes into the OM Line process:
1. Use a different Order Line Type in the Service Activity Code used for Advanced Exchange
Shipment.
2. In Order Management (Transaction Types) set up the order line type for the Advanced Exchange
Shipment to ensure that the steps do not close the service order after fulfillment. Leave the
service order to remain open after shipment.
3. Create a different order line type for the Advanced Exchange Return Service Activity Code.
Include CSD%Update% workflow activities to the OM line type workflow to auto-close the
service order after completion.
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