Defining Service Request Type for Service Request

This tutorial will guide you to define a Request Type and Mapping it to the responsibility
Navigate to Field Service Manager >Field Service Setup > Service Request > Request Type
Enter the Type, Business Process, Status Group and Save.
If you want the Request Type to be available in Web, you can select Web Entry

Navigate to Field Service Manager >Field Service Dispatcher > Service Request > Setup > Mapping > Responsibility Mapping
Click Update button against the Responsibility

Click on Add Another Row button

Add the Request Type already created and Save

Navigate to Field Service Manager >Field Service Representative > My Service Request > Create Service Request
You can verify that the created Request Type will be listed in the LOV

Cheers. Enjoy Learning Oracle Apps J

Bulk Receiving in Oracle R12 Depot Repair

Navigation: Depot Repair Manager à Depot Repair à Bulk Receive Items

Enter the Party Name or Account Number for which you are receiving the product.

Enter the Serial Number, Item Number, Qty & UOM of the item received and Click Process.

You receive a confirmation that the process is submitted.

Go to (V)iew à Requests à Find à Click on Depot Repair Bulk Receive à View Output

Copy the Service Request Number from the Output file. Go to Find Repair Orders window and query the Service Request.

Repair Order window opens with Repair and Return type for three items received for repairs.

Go to Logistics tab. You can see Return and Ship lines are created for each item with Return line status as Received and Ship line as Booked.

IB Trackable Item	Serialized Item	Serial Number Entered	Other	What is Created?
Yes	Yes	Yes	Serial Number matches the item entered.	Create SR, RO, RMA, and attempt to Auto-Receive.
Yes	Yes	Yes	Serial Number does not match the item entered.	New IB instance and SN created for the Item. Create SR, RO, RMA, and attempt to Auto-Receive.
Yes	Yes	No	-	Create SR for specified party. If Quantity > 1, then create RO in Draft status; if Quantity = 1, then create RO, RMA, and attempt to Auto-Receive.
Yes	No	Yes	-	Create SR for Internal Party with the Note, Serial number has been entered for a non-serialized item.
Yes	No	No	-	Create SR, RO, RMA, and attempt to Auto-Receive.
No	Yes	Yes	Serial Number matches the item entered.	Create SR, RO, RMA, and attempt to Auto-Receive.
No	Yes	Yes	Serial Number does not match the item entered.	If SN is Predefined, then create SR for Internal Party with the Note, Cannot create new Serial num for a Predefined Serialized item. If SN is At Receipt or At Sales Order Issue, then create new SN and create SR, RO, RMA, and attempt to Auto-Receive.
No	Yes	No	-	Create SR for specified party. If Quantity > 1, then create RO in Draft status; if Quantity = 1, then create RO, RMA, and attempt to Auto-Receive.
No	No	Yes	-	Create SR for Internal Party with the Note; Serial Number has been entered for a nonserialized item.
No	No	No	-	Create SR, RO, RMA (all for specified party), and attempt to Auto-Receive.

Changes / Enhancements in Oracle Depot Repair R12 from 11i

Few changes/enhancements in Oracle R12 Depot Repair are explained below:

Support for unexpected flows:

Flexible Repair Order Repair Type supports the change in transition from originally intended workflow to new unexpected workflow.

Example: Repair and Return Type can be changed to Exchange Type in course of repair.

Bulk Receiving:

This functionality reduces the time and number of clicks for the receiving process. It just scans the serial Number and that creates repair order and receives the item.

High Volume Repair:

This functionality reduces the number of clicks needed for a technician to create a repair job. It allows the Repair Technician to just select the diagnostic code for the repair work and from there - the system recommends the service code and creates the repair job with needed operations, materials and labor.

Charges:

Charges can be created and submitted for any operating units across the organization without switching the responsibility. This is due to the enhanced feature of Multi-Org Access Control (MOAC).

Repair Types:

In addition to the 8 Seeded Repair Types available in 11i, 2 more repair types are added in R12. So, totally 10 Seeded Repair types are available in Oracle R12.

1.Repair & Return

2.Loaner, Repair and Return

3.Loaner

4.Exchange

5.Advance Exchange

6.Replacement

7.Standard

8.Refurbishment

9.Third Party Repair

For Third Party Repair execution, Outside Processing (OSP) is created in the Repair Technician portal. Completion of OSP triggers the creation of Purchase Order (PO) with a request to procure service from Third Party.

10.Return only Repair

The item is returned only for accountability of credit. Only RMA is created and No ship line is created for this Repair Type.

References: Oracle Depot Repair Implementation Guide R12.1, Part No. E13605-02

Setting Up Repair Types in Oracle Depot Repair

Depot Repair – Setting up Repair Types

Setting Up Charges in Oracle Depot Repair

Setting Up Charges

Oracle Depot Repair Interview Questions

What are the modules in Oracle11i CRM?

Marketing, Sales & Service

What are the modules in Oracle11i CRM Service?

Tele Service, Field Service, Depot Repair, iSupport, Spares Management, Scheduler, Service Contracts, (Common Core – Service Request , Installed Base, Charges, Quick Menu, Counters, Knowledge management)

How many repair types are available in Depot Repair? What are they?

There are 8 types available

1.      Advance Exchange

2.      Exchange

3.      Loaner

4.      Loaner, Repair and Return

5.      Repair and Return

6.      Replacement

7.      Standard

8.      Refurbishment

What are types of Repair Modes available in Depot Repair?

Two types of Repair modes are available

1. Task Mode and

2. WIP Mode

What is the repair mode that integrates with Oracle Costing and Advanced Planning?

WIP Mode

How many RMA & Sales Order lines does Repair & Return have?

One RMA line for receipt of product and one Sales Order line for shipment of repaired product.

How many RMA's and Sales Orders do a Loaner, Repair and Return repair type have?

2 RMA's and 2 Sales Orders (1 Sales Order & RMA for Loaner Product and 1 RMA & Sales Order for Repair Product)

What are the modules through which RMA (Return Material Authorization) can be created?

Oracle TeleService

Oracle Order Management

Oracle Depot Repair

What are the two repair types for which RMA will not be created?

Replacement

Refurbishment

What is the difference between Exchange and Advanced Exchange?

In Exchange repair type the service depot sends an exchange item to the customer after receiving the customer's broken or damaged item but in Advanced Exchange repair type  the service depot sends an exchange item to the customer before receiving the customer's broken or damaged item.

Explain Loaner Repair Type

With this repair type the service depot sends an item to the customer solely for the purpose of renting. The repair order remains open until the loaner gets returned.

What are the activities you do in Charges Window?

1.      Create orders and shipments

2.      Create return orders (RMA)

3.      Bill customers for any services provided to them

By which module of CRM, Debrief is used and where Debrief is communicated to?

Debrief is the component of Field Service module. Debrief submits the order to OM through CSF: Update Debrief Line and then interfaced to Accounts Receivable.

By which modules of CRM, Charges is used and where Charges is communicated to?

Charges are used by Depot Repair, Field Service & Tele Service modules. Charges submit the order to OM and then interfaced to Accounts Receivable.

What does the attribute “Service Activity” in Charges windows refers to?

A Service Activity is a business operation, such as Replacement or Return for Repair. Each Service Activity is classified as either an Order or a Return - this is specified by its Line Category.

Explain about Business Process

A Business Process is a group of Service Activities created with a view to restricting Service Activity availability. A Business Process supports the charge lines that the line of business in your organization can utilize, such as, Depot Repair, Field Service.

Business Process – Field Service / Depot Repair

Service Activity – Replacement / Order / Return/ Install, Etc

Billing Type – Material / Labor / Expense

What are the Seeded Billing Types available?

Material, Labour & Expense

What are Diagnostic Codes and Service Codes?

Diagnostic codes are codes that represent the problem or symptom observed by the technician.

Service codes are codes that represent the the action that must be taken to resolve the problem as well as any optional actions.

Example:

A car is brought in for repair, and the repair technician notes that the oil filter is leaking (OFL01 - Diagnostic Code). Changing the Oil Filter (CHO01 - Service Code) resolves the issue.

Why the Line Category is set at Transaction Level?

A Service Activity is operating Unit-specific. The Line Category is set at transaction level to prevent the use of a single Service Activity as an order in one operating unit and a return in another.

Why the Order Management line type mapped to the service transaction type for repairs performed in WIP Mode are set as Bill Only?

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, the 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.

What are the APIs in Depot Repair?

Depot Repair provides the following public API.

CSD_REPAIRS_PUB

This API includes the following two procedures:

·         Create_Repair_Order

·         Update_Repair _Order

Name the Concurrent Programs in Depot Repair

1.      Depot RMA Received Quantity/Status Update

2.      Depot WIP Completion Quantity/Status Update

3.      Depot Product Shipped Quantity/Status Update

4.      Installed Base Product Update Interface

What Oracle ERP module is used to manage and facilitate the Depot Repair process?

Work In Process (WIP)

How do you create a repair estimate in Charges?

Clear the O/M Interface check box, create the estimate charge line, then click the Save icon.