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Oracle Depot Repair User Guide Release 11i
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Oracle Depot Repair User Guide Release 11i
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Oracle® Depot Repair
User Guide
Release 11i
Part No. B13851-01
April 2004
Oracle Depot Repair User Guide, Release 11i
Part No. B13851-01
Copyright © 2002, 2004, Oracle. All rights reserved.
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iii
Contents
Send Us Your Comments .................................................................................................................. vii
Preface............................................................................................................................................................ ix
How To Use This Guide ........................................................................................................................ x
Other Information Sources.................................................................................................................. xii
Installation and System Administration .......................................................................................... xiv
Training and Support......................................................................................................................... xviii
Do Not Use Database Tools to Modify Oracle Applications Data ............................................... xix
About Oracle ........................................................................................................................................ xix
Your Feedback....................................................................................................................................... xx
1 Introduction to Oracle Depot Repair
1.1 What is Oracle Depot Repair? ............................................................................................. 1-1
1.2 Oracle Depot Repair Key Features...................................................................................... 1-2
1.2.1 Customer Management................................................................................................. 1-2
1.2.2 Service Request Management ...................................................................................... 1-3
1.2.3 Repair Type Processing................................................................................................. 1-4
1.2.4 Repair Job Management................................................................................................ 1-6
1.2.5 Repair Resolution Management................................................................................... 1-6
1.3 Business Process Flows......................................................................................................... 1-7
1.3.1 Logistics and Maintenance with Call Center Facility ............................................... 1-7
1.3.2 Logistics and Maintenance without Call Center Facility ......................................... 1-7
1.3.3 Internal Party Repairs.................................................................................................... 1-8
1.4 Integration with Other Oracle Modules............................................................................. 1-8
2 Overview of Using Oracle Depot Repair
2.1 Accessing Oracle Depot Repair........................................................................................... 2-2
2.2 The Depot Repair Workbench............................................................................................. 2-3
2.3 The Service Request Information Area .............................................................................. 2-5
iv
2.3.1 Customer Information Fields........................................................................................ 2-5
2.3.2 Contact Information Fields ........................................................................................... 2-6
2.3.3 Item Information Fields................................................................................................. 2-6
2.3.4 Request Information Fields........................................................................................... 2-7
2.4 The Repair Order Information Area................................................................................... 2-8
2.5 Details Tab.............................................................................................................................. 2-9
2.6 Logistics Tab......................................................................................................................... 2-11
2.6.1 Logistics Tab General Multi-Record Area ................................................................ 2-12
2.6.2 Logistics Tab Multi-Record Area for Internal Order Refurbishments ................. 2-15
2.6.3 Logistics Tab Check Box and Radio Buttons............................................................ 2-16
2.6.4 Logistics Tab Buttons................................................................................................... 2-17
2.7 Diagnostics Tab.................................................................................................................... 2-18
2.7.1 Diagnostic Codes Area ................................................................................................ 2-19
2.7.2 Solutions Area............................................................................................................... 2-20
2.7.3 Service Codes Area ...................................................................................................... 2-21
2.7.4 Diagnostics Tab Button................................................................................................ 2-21
2.8 Repair Estimate Tab ............................................................................................................ 2-21
2.9 Repair Jobs Tab .................................................................................................................... 2-27
2.10 Repair Tasks Tab.................................................................................................................. 2-33
2.11 Repair Actuals Tab .............................................................................................................. 2-35
2.12 Depot Repair Workbench Tools Menu ............................................................................ 2-38
2.12.1 Coverage Window........................................................................................................ 2-39
2.13 Depot Repair Workbench Data Menu ............................................................................. 2-40
2.13.1 Service History Window ............................................................................................. 2-40
2.13.2 Activity Window .......................................................................................................... 2-41
2.14 Find Repair Orders for Job Submission Window........................................................... 2-42
2.15 Submit Repair Jobs for Repair Orders Window.............................................................. 2-45
3 Oracle Depot Repair Business Scenarios
3.1 Process a Repair and Return................................................................................................ 3-1
3.2 Process a Loaner, Repair and Return.................................................................................. 3-3
3.3 Process an Exchange ............................................................................................................. 3-6
3.4 Process an Advance Exchange............................................................................................. 3-7
3.5 Process a Replacement.......................................................................................................... 3-8
3.6 Process an Internal Order Refurbishment ....................................................................... 3-10
v
4 Managing Depot Business Processes
4.1 View Customer Profile ......................................................................................................... 4-3
4.2 View Coverage Information ................................................................................................ 4-4
4.3 View Service History ............................................................................................................ 4-6
4.4 Determine Contract and Price List Defaults at Repair Order Creation......................... 4-8
4.5 Create a Customer Contact.................................................................................................. 4-9
4.6 Create a Service Request .................................................................................................... 4-12
4.7 Find a Customer for an Install Base Item......................................................................... 4-15
4.8 Create a Repair Order in the Depot Repair Workbench................................................ 4-17
4.8.1 Create a Repair Order Starting From Oracle TeleService ...................................... 4-23
4.8.2 Create a Repair Order Starting From Oracle Order Management........................ 4-24
4.9 Create and Book a Return Line Manually ....................................................................... 4-25
4.10 Find Service Requests and Repair Orders ....................................................................... 4-29
4.11 Create and Maintain Notes................................................................................................ 4-31
4.12 Use the Diagnostics Tab and Oracle Knowledge Management ................................... 4-33
4.12.1 Manage Diagnostic Codes in the Diagnostics Tab.................................................. 4-36
4.12.2 Search Oracle Knowledge Management................................................................... 4-38
4.12.3 Manage Solutions in the Diagnostics Tab................................................................. 4-43
4.12.4 Manage Service Codes in the Diagnostics Tab ........................................................ 4-45
4.12.5 Select Service Codes Manually in the Service Codes Area .................................... 4-45
4.12.6 Activate and Deactivate Service Codes in the Service Codes Area...................... 4-47
4.12.7 Delete Service Codes in the Service Codes Area ..................................................... 4-49
4.13 Estimate Repair Charges .................................................................................................... 4-50
4.13.1 Create a Repair Estimate............................................................................................. 4-52
4.13.2 Revise a Repair Estimate............................................................................................. 4-58
4.13.3 Obtain Customer Approval for a Repair Estimate.................................................. 4-59
4.14 Receive a General Item ....................................................................................................... 4-61
4.15 Ship Additional Items......................................................................................................... 4-65
4.16 Auto-Receive an Item ......................................................................................................... 4-65
4.17 Receive an Item for an Internal Order Refurbishment .................................................. 4-66
4.18 Split a Repair Order ............................................................................................................ 4-73
4.19 Manage the Repair Process................................................................................................ 4-76
4.20 Create and Process WIP Repair Jobs ................................................................................ 4-76
4.20.1 Create a WIP Repair Job for a Single Repair Order ................................................ 4-77
4.20.2 Process a WIP Repair Job for a Single Repair Order............................................... 4-81
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