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Oracle® Depot Repair
Implementation Guide
Release 12.2
Part No. E48963-17
November 2022
Oracle Depot Repair Implementation Guide, Release 12.2
Part No. E48963-17
Copyright © 2002, 2022, Oracle and/or its affiliates.
Primary Author: Sujata Patnaik
Contributing Author: Lee Sacco, Selena Wai, Priyadharsini Sivanandhan, Sudheer Bhat, Yvonne Chen,
Victor Li, Debani Banerjee
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Contents
Send Us Your Comments
Preface
1 Introduction to Oracle Depot Repair

What is Oracle Depot Repair?................................................................................................... 1-1
Oracle Depot Repair Key Features............................................................................................ 1-2
Business Process Flows............................................................................................................. 1-7
Integration with Other Oracle Modules................................................................................... 1-8
Business Function Impacts...................................................................................................... 1-12
2 Overview of Setting Up
Setting Up Oracle Depot Repair............................................................................................... 2-1
Related Applications Setup...................................................................................................... 2-1
Key Implementation Decisions................................................................................................ 2-2
Implementation Starting Point................................................................................................. 2-5
Implementation Checklist......................................................................................................... 2-5
WIP and Task Mode Setup Considerations..............................................................................2-9
Considerations for Related Applications Setup....................................................................... 2-9
3 Oracle Depot Repair Command Center Setup

Depot Repair Command Center Configuration....................................................................... 3-2
Setting Up Depot Repair Command Center.........................................................................3-2
Setup and Configuration Steps............................................................................................ 3-2
Setting Profile Options for Depot Repair Command Center................................................ 3-2
Configuring Descriptive Flexfields for Search..................................................................... 3-3
iii
Loading Depot Repair Data................................................................................................. 3-4
4 Oracle Depot Repair-Specific Setup Steps

Completing the Prerequisite Setups......................................................................................... 4-2
Setting Up Charges for Oracle Depot Repair........................................................................... 4-3
Defining Billing Type Codes.................................................................................................... 4-3
Mapping Billing Type Codes to Billing Categories................................................................. 4-4
Defining Service Activities and Billing Types......................................................................... 4-5
Defining Service Business Processes........................................................................................ 4-7
Defining Installed Base Transaction Sub Types...................................................................... 4-8
Setting Up Time and Material Labor Schedules.................................................................... 4-11
Setting Up Service Types........................................................................................................ 4-12
Setting Up Defaulting Rules................................................................................................... 4-20
Setting Up Service Bulletins................................................................................................... 4-23
Setting Up Statuses, Status Transitions, and Service Type Transitions................................ 4-26
Setting Up Service Request Types for Depot Repair............................................................. 4-33
Setting Up Depot Repair Reason Codes................................................................................. 4-35
Setting Up Customer Profiles................................................................................................. 4-37
Setting Up Diagnostic Codes in Oracle Depot Repair........................................................... 4-39
Setting Up Service Codes in Oracle Depot Repair................................................................. 4-41
Setting Up Service Code Recommendations.......................................................................... 4-44
Defining Oracle Depot Repair Lookup Codes....................................................................... 4-47
Setting Up Oracle Depot Repair Profile Options................................................................... 4-50
Setting Up Message Action Codes.......................................................................................... 4-81
Setting Up Serial Reservations............................................................................................... 4-81
Setting Up Aging Threshold................................................................................................... 4-83
Setting Up Quality Threshold.................................................................................................4-85
Setting Up Defect Codes......................................................................................................... 4-86
Setting Up Recall Status.......................................................................................................... 4-87
Setting Up Recalls................................................................................................................... 4-88
Setting Up Eco-Impact Threshold........................................................................................... 4-89
Setting Up Region Geographies............................................................................................. 4-92
Setting Up Return Stream Reasons......................................................................................... 4-93
Setting Up Material Disposition Reasons ............................................................................. 4-94
Setting Up Internal Requisitions and Internal Sales Orders................................................. 4-95
Setting Up Supplier Warranty................................................................................................ 4-98
Setting Up Returns Portal Parameters.................................................................................. 4-102
Using the Return Portal for eClaims..................................................................................... 4-105
Setting Up Return Types....................................................................................................... 4-106
Setting Up Activity Rules...................................................................................................... 4-108
iv
Managing Users..................................................................................................................... 4-111
Login Interfaces..................................................................................................................... 4-112
Roles, Responsibilities, and Permissions............................................................................. 4-112
Creating Oracle Depot Repair Users..................................................................................... 4-112
Charges and Service Types Setup Example.......................................................................... 4-113
Setting Up Transfer Install Base Ownership........................................................................4-118
Integrating with Advanced Pricing.......................................................................................4-119
Using Time Clock Bin........................................................................................................... 4-120
Using Complete Work Button............................................................................................... 4-121
Using Request Parts Button.................................................................................................. 4-122
A Oracle Depot Repair Public APIs

Depot Repair Public Packages.................................................................................................. A-1
B Oracle Depot Repair Lookup Codes

Depot Repair Types (CSD_REPAIR_TYPES)...........................................................................B-2
Repair Type Reason (CSD_REASON)..................................................................................... B-2
Repair Mode for the Depot Repair Processes (CSD_REPAIR_MODE).................................. B-3
Repair Approval Status (CSD_APPROVAL_STATUS)...........................................................B-3
Repair Status (CSD_REPAIR_STATUS).................................................................................. B-4
Repair Event (CSD_EVENT).....................................................................................................B-4
Estimate Billing Type (CSD_EST_BILLING_TYPE)................................................................B-6
Estimate Status (CSD_ESTIMATE_STATUS)......................................................................... B-6
Estimate Reject Reasons (CSD_REJECT_REASON)................................................................ B-7
Product Transaction Action Codes (CSD_PRODUCT_ACTION_CODE).............................. B-8
Product Transaction Action Type (CSD_PROD_ACTION_TYPE)......................................... B-8
Product Transaction Status (CSD_PRODUCT_TXN_STATUS)............................................. B-8
Repair Order Transaction Status (CSD_RO_TXN_STATUS)..................................................B-9
Units of Measure (CSD_UNIT_OF_MEASURE)................................................................... B-10
Repair Job Statuses (CSD_WIP_JOB_STATUS).................................................................... B-10
Recall Flow Statuses (CSD_RECALL_FLOW_STATUS)....................................................... B-10
Material Dispositions (CSD_MATERIAL_DISPOSITIONS)............................................... B-11
Return Streams (CSD_RETURN_STREAMS)........................................................................B-11
C Oracle Depot Repair Update Programs

Overview................................................................................................................................... C-1
Depot Repair Receipt Update................................................................................................... C-1
Depot Repair Job (WIP) Update............................................................................................... C-3
Depot Repair Shipment Update............................................................................................... C-4
Depot Repair Business Intelligence Update............................................................................ C-5
v
Depot Repair XMLP Estimate Report.......................................................................................C-5
Depot Repair Purge Message Stack..........................................................................................C-5
D Oracle Depot Repair Workflows

Overview................................................................................................................................... D-1
Using Workflow to Auto-close Service Orders........................................................................ D-2
Index
vi
Send Us Your Comments
Oracle Depot Repair Implementation Guide, Release 12.2

Part No. E48963-17
Oracle welcomes customers' comments and suggestions on the quality and usefulness of this document.
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vii
Preface
Intended Audience
Welcome to Release 12.2 of the Oracle Depot Repair Implementation Guide.
See Related Information Sources on page x for more Oracle E-Business Suite product
information.
Documentation Accessibility
For information about Oracle's commitment to accessibility, visit the Oracle
Accessibility Program website at http://www.oracle.com/pls/topic/lookup?
ctx=acc&id=docacc.
Access to Oracle Support

Oracle customers that have purchased support have access to electronic support
through My Oracle Support. For information, visit http://www.oracle.
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Structure
1 Introduction to Oracle Depot Repair
This chapter discusses the key concepts, features, and process flows of Oracle Depot
Repair.
2 Overview of Setting Up
This chapter provides an overview of the steps required to set up Oracle Depot Repair.
3 Oracle Depot Repair Command Center Setup
4 Oracle Depot Repair-Specific Setup Steps
This chapter describes implementation tasks that are specific to Oracle Depot Repair.
ix
A Oracle Depot Repair Public APIs
This appendix presents information on the Oracle Depot Repair public API.
B Oracle Depot Repair Lookup Codes
This appendix presents the seeded Oracle Depot Repair lookup codes and values.
C Oracle Depot Repair Update Programs
This appendix presents the Oracle Depot Repair update programs.
D Oracle Depot Repair Workflows
This appendix presents the Oracle Depot Repair workflows.
Related Information Sources

Oracle E-Business Suite User's Guide
This guide explains how to navigate, enter and query data, and run concurrent requests
using the user interface (UI) of Oracle E-Business Suite. It includes information on
setting preferences and customizing the UI. In addition, this guide describes
accessibility features and keyboard shortcuts for Oracle E-Business Suite.
Oracle Depot Repair User Guide
This book provides information on key concepts, features, process flows, and user
interface of Oracle Depot Repair, and the tasks that can be performed from quick
services like routine maintenance to complex overhauls, as part of an enterprise-wide
solution for managing depot business process.
Oracle E-Business Suite: Administering Enterprise Command Centers
This book describes various tools and features of Oracle Enterprise Command Center
Framework that can be used to manage and monitor Enterprise Command Centers.
Oracle E-Business Suite: Extending Enterprise Command Centers
This book provides an overview of the Oracle Enterprise Command Center Framework
architecture and the anatomy of an Enterprise Command Center dashboard. It also
describes how to extend Enterprise Command Center dashboards to meet requirements
specific to your implementation.
Integration Repository
The Oracle Integration Repository is a compilation of information about the service
endpoints exposed by the Oracle E-Business Suite of applications. It provides a
complete catalog of Oracle E-Business Suite's business service interfaces. The tool lets
users easily discover and deploy the appropriate business service interface for
integration with any system, application, or business partner.
The Oracle Integration Repository is shipped as part of the Oracle E-Business Suite. As
your instance is patched, the repository is automatically updated with content
appropriate for the precise revisions of interfaces in your environment.
x
Do Not Use Database Tools to Modify Oracle E-Business Suite Data
Oracle STRONGLY RECOMMENDS that you never use SQL*Plus, Oracle Data
Browser, database triggers, or any other tool to modify Oracle E-Business Suite data
unless otherwise instructed.
Oracle provides powerful tools you can use to create, store, change, retrieve, and
maintain information in an Oracle database. But if you use Oracle tools such as
SQL*Plus to modify Oracle E-Business Suite data, you risk destroying the integrity of
your data and you lose the ability to audit changes to your data.
Because Oracle E-Business Suite tables are interrelated, any change you make using an
Oracle E-Business Suite form can update many tables at once. But when you modify
Oracle E-Business Suite data using anything other than Oracle E-Business Suite, you
may change a row in one table without making corresponding changes in related tables.
If your tables get out of synchronization with each other, you risk retrieving erroneous
information and you risk unpredictable results throughout Oracle E-Business Suite.
When you use Oracle E-Business Suite to modify your data, Oracle E-Business Suite
automatically checks that your changes are valid. Oracle E-Business Suite also keeps
track of who changes information. If you enter information into database tables using
database tools, you may store invalid information. You also lose the ability to track who
has changed your information because SQL*Plus and other database tools do not keep a
record of changes.
xi
1
Introduction to Oracle Depot Repair
This chapter discusses the key concepts, features, and process flows of Oracle Depot
Repair.
This chapter covers the following topics:
• What is Oracle Depot Repair?
• Oracle Depot Repair Key Features
• Business Process Flows
• Integration with Other Oracle Modules
• Business Function Impacts
What is Oracle Depot Repair?

Oracle Depot Repair is part of the Oracle E-Business Suite and offers an enterprise-wide
solution for managing depot service processing. It targets the service business market
from simple, quick services to routine maintenance. Oracle Depot Repair integrates
with other Oracle E-Business Suite modules to provide an integrated comprehensive
solution for the service business sector.
The depot repair process includes the return of broken and serviceable items, their
diagnoses and job estimates, customer approvals and services management, and
subsequent return of items to customers. You use the collection of charges for materials,
labor, and expenses for the services to invoice the customer.
The depot service process also includes the processing of item refurbishments, where
the items either belong to an internal party, or the items are received from a field service
warehouse and then returned to the warehouse after service.
Customers expect quick and seamless service processing. Oracle Depot Repair provides
end-to-end service management functionality for service organizations that are
committed to delivering a total service solution.
Oracle Depot Repair enables service organizations to meet customer expectations, and
Introduction to Oracle Depot Repair 1-1

draw maximum benefit by improving service readiness.
Oracle Depot Repair Key Features

The major features of Oracle Depot Repair include:
• Customer Management, page 1-2
• Service Request Management, page 1-2
• Service Type Processing, page 1-2
• Job Management, page 1-2
• Service Resolution Management, page 1-2
Customer Management
Oracle Depot Repair uses a call center environment to improve customer interaction
with service depots. Customers use an access number to contact the relevant service
depot where they can log Service Requests. The primary focus of the service
representatives in the call center is to understand the customer's issue and resolve it on
the first call, if possible, thereby avoiding escalations or call transfers. This lets service
agency experts focus on their areas of expertise without the constant distraction of
explaining well-documented issues and solutions.
Oracle Depot Repair also supports scenarios in which customers walk in at depots for
service needs.
Oracle Depot Repair provides service organizations with the right tools and knowledge
for responding effectively to the service issues that customers have.
Key customer management features include:
Oracle Depot Repair Workbench

The Service Orders window in Oracle Depot Repair provides the service agent instant
access to information about the customer and enables the agent to effectively address
the needs of the customer. The customer Profile menu option enables service agents to
view the number of open Service Orders, open Service Requests, active contracts, and
other details for a selected customer. In the Find Service Orders window, service agents
can query for Service Orders, to see the Service Order statuses, jobs, and tasks.
Relationship Management
Oracle Depot Repair lets service agents capture the contact's relationship with others in
the concerned organization, or other organizations, enabling service agents to engage
knowledgeably with customers and other service agencies.
1-2 Oracle Depot Repair Implementation Guide

Customer Data Store
Oracle Depot Repair enables service agencies to maintain a comprehensive database of
all customer interactions with the agency. Oracle Depot Repair maintains detailed
service history to trace the origin of a service issue and the follow up actions that solved
it.
Service Request Management

Oracle Depot Repair enables service agencies to offer customers the convenience of
accessing service through telephone or over the counter. Key Service Request
management processes include:
• Entering Service Requests
• Searching the Oracle Knowledge Management Database
Service Request Builder

Oracle Depot Repair lets you enter new Service Requests to gather appropriate data. It
lets service agents record customer information and attempt problem resolution to solve
issues in the very first interaction.
Searchable Oracle Knowledge Management Database

Oracle Depot Repair makes available a database of solutions, which the service agents
can search with a view to solving the problem while the customer interaction is in
progress. The Oracle Knowledge Management database can also provide information,
such as guides, policies, procedures, and FAQs.
Where the problem affecting the current Service Order item is matched up with the
solution in the Oracle Knowledge Management database, Oracle Knowledge
Management can assist in the Service Order processing by providing charge lines for
WIP and Task estimates, and Bills and Routings for WIP Jobs.
Service Type Processing

Oracle Depot Repair provides Service Types that enable service providers to be more
efficient in managing the service through process automation. Service Types help to
classify the Service Order and determine the service management processes and
logistics to fulfill the service process.
Oracle Depot Repair supports the following Service Types:
• Repair and Return, page 1-2
• Loaner, Repair and Return, page 1-2

• Exchange, page 1-2
• Advance Exchange, page 1-2
• Loaner, page 1-2
• Replacement, page 1-2
• Standard, page 1-2
• Refurbishment, page 1-2
• Third Party Repair, page 1-2
• Return Only Repair, page 1-2
Repair and Return

Use this Service Type when a customer returns the broken or damaged item to the
service depot for service. After completion of the service, you return the serviced item
to the customer. This Service Type requires:
•
A return materials authorization (RMA), or Return line, to receive the customer's
broken or damaged item.
• A Sales Order, or Ship line, to ship the serviced item and invoice the customer.
Loaner, Repair and Return

This Service Type combines two Service Types, the Repair and Return, with the Loaner.
The loaner concept indicates that service depot sends the customer the loaner before the
receipt of the customer's broken or damaged item. To track the shipping and return of
both the loaner and the broken or damaged item, the system creates four charge lines.
This Service Type requires two RMA Orders and two Sales Orders. Use this Service
Type when a customer uptime is critical.
Exchange
This Service Type represents a scenario when the service depot sends an exchange item
to the customer after receiving the customer's broken or damaged item. The Exchange
Service Type assumes that the serviced item does not return to the customer. The
system can generate an internal Service Order for the returned item, but there is not
necessarily an association between the serviced item and the original exchange item.
Advance Exchange
This Service Type is the same as the Exchange Service Type except that the service
depot can send the item to the customer before the service organization receives the

customer's broken item.
Loaner
Use this Service Type when the service depot sends an item to the customer solely for
the purpose of renting. This Service Type requires a Sales Order to ship the loaner item
to the customer and to create an invoice, and an RMA order to track the return of the
loaner item. A deposit and return due date may be requirements. The customer has no
expectation of services.
Replacement
A Replacement Service Type refers to a scenario when the service depot sends an item
to the customer without expecting a return. In this scenario, the service provider sends
the customer an item to replace the customer's item. The service organization can:
• Link the replacement item to the original item in the Oracle Installed Base.
• Change thestatus of the replaced item to indicate that it is out of service and that the
new item has replaced it.
Standard
Use this Service Type when the service agent is uncertain about the customer's needs.
This Service Type is flexible however, and requires the manual creation of RMAs and
Sales Orders.
Refurbishment
A Service Order and its associated Service Request can be created in the Spares
Management module of Oracle Field Service as a result of a demand for refurbishment
or replenishment. The Service Order has a Service Type of Refurbishment, and has two
transaction lines, Move In and Move Out.
The Move In line tracks the shipment of the defective item from Spares Management,
and its reception into the depot. The Move Out line processes the shipment of the
serviced item back to Spares Management.
The processing of Move In and Move Out lines leverages existing Internal Order and
Internal Requisition functionality. From the depot's perspective, defective items are
received via the Internal Requisition, and usable/serviced items are shipped via the
Internal Order.
Third Party Repair

The service centres require the ability to interface with third parties to fulfill a
customer's service requirements. Service centres track the movement of products, work,
and financial obligation between all the parties involved in executing a service. For a

third party service execution, an Outside Processing (OSP) operation is created in the
Technician Portal. OSP operations are not specific to Depot Repair, they are standard in
Work in Process (WIP). Essentially, completing the OSP operation triggers the creation
of a purchase order with a request to procure service from a third party.
Return Only Repair

The return only repair functionality is used when a service type is setup to have an
RMA line. In this case, there is no corresponding ship line. When an item is returned,
you have the following options:
• Items are returned for credit
• Items are returned to stock
• Items are returned for salvage
For example, when an item is returned, all the parts are first salvaged, the parts are
recycled, and the remaining parts are scrapped.
Job Management
Use either of the following service modes to manage services:
• WIP (Work In Process): Recommended for use when the services require a series of
sequential steps and materials management. The WIP mode leverages the costing of
items through Oracle Costing.
• Task: Recommended for use when the services require minimal steps that do not
necessarily require a series of sequential steps. In contrast to WIP mode, Task mode
does not integrate with Oracle Costing.
You implement and manage either of these service modes on separate tabs in the Oracle
Depot Repair area.
During implementation, you associate the WIP or Task mode with Service Types.
Though a service organization can have different Service Types associated with
different service modes, it is recommended that a service organization select only one
service mode for all Service Types.
Service Resolution Management

Oracle Depot Repair improves operational efficiency by providing the following key
service resolution management features:
• Automatically creating charge lines based on Service Type.
• Creating and approving estimates.

• Leveraging of the service depot knowledge base throughout service processing.
• Creating Jobs and releasing them to shop floor.
• Providing flexible options for receiving items and shipping items.
• Invoicing of final charges.
Business Process Flows

Oracle Depot Repair supports the following business process flows:
• Logistics and Maintenance with Call Center Facility, page 1-7
• Logistics and Maintenance without Call Center Facility, page 1-7
• Internal Service Operations, page 1-7
You can use either Oracle Work In Process (WIP) or the Task Manager (in Oracle
Common Application Components) to manage the service process. Based on your
choice, the Service Type for a given Service Order determines which service
management process to use.
Logistics and Maintenance with Call Center Facility

This business flow starts with a Service Request, where the call center service agent
records a problem. If the service agent cannot resolve the problem using information in
Oracle Knowledge Management, the service agent refers the Service Request to a depot
service agent. The service depot agent can then create a Service Order and an estimate
(if required) and seek approval from the customer for further processing.
Depending on the Service Type, the depot service agent completes the different RMA
and Sales Order lines to assist the completion of the service process. The service mode
(associated to the Service Type) determines whether to use Oracle WIP or JTF Tasks to
manage the Job. After the service completion, the depot returns the serviced item to the
customer. The system captures the material, labor, and expenses that the service needed
as charges and transfers that information to Oracle Order Management for invoicing.
Logistics and Maintenance without Call Center Facility

This process is similar to the Call Center, Logistics, and Maintenance business process
except that there is no call center.
Businesses that do not incorporate a call center facility, or those that integrate their call
center into the depot, can use this process.

Internal Party Service Operations
You can refurbish items that your organization already owns. Oracle Depot Repair lets
you process internal services in such cases. The customer is an internal party in the
corresponding Service Request, and is defined as an internal party either in the Oracle
Installed Base Install Parameters. RMAs and Sales Orders are not required to process
internal party service operation. This is under the assumption that items already exist in
a subinventory within the organization letting you create Jobs.
Integration with Other Oracle Modules

Oracle Depot Repair integrates with the following Oracle modules:
Assignment Manager
Oracle Depot Repair uses Assignment Manager to schedule technicians to all open and
planned tasks. This module permits the planner to use the Assignment Manager in an
assisted or unassisted mode. For more information, see the Oracle Common Application
Components User's Guide.
Bills of Material
Oracle Bills of Material store lists of items that are associated with a parent item, and
information about how each item relates to its parent. Oracle Depot Repair uses Oracle
Bills of Material to create service routers that the system uses for a submitted WIP Job,
and to create a bill of materials for an item that is linked to a service router.
Contracts (Contracts Core and Service Contracts)

Oracle Depot Repair integrates with Oracle Service Contracts to manage service
contracts associated with a customer's Install Base item. Oracle Service Contracts holds
all service contracts centrally--including warranties, extended warranties or complex
service agreements--and provides the service provider visibility to all service
entitlement information. It leverages functionality that Oracle Contracts Core provides
to support common contract management activities, such as contract renewal,
versioning, article management, and change management.
Counters
Counter events and alerts provide a valuable tool to track critical service events that can
affect a customer or items in the Install Base. Oracle Depot Repair uses the Counters
module to update item counters periodically, whenever a depot technician performs
work on the item, and saves it in the Install Base record. The Oracle Counters module
also permits a service provider to set up logical or derived counters that use formulas
that incorporate calendar dates, time, and cycle counts to trigger an event, such as a

warranty or service contract expiration, or to alert the service provider when to
schedule preventive maintenance on a customer's Install Base item. The system can
send alerts by the email notification system to inform service personnel about warranty
or service contract expiration, or about a preventive maintenance requirement that is
due.
Field Service
When an organization sells an item to a customer, service contracts or warranties are
often offered to the customer. This is where field service is significant. After the
customer reports the problem, the field service organization determines:
• Who and when a field service agent should visit the customer.
• What parts are needed to solve the problem.
If a field service agent cannot completed the service on-site, the service may need to be
transferred to the service depot for completion. Furthermore, internal order
refurbishments can be initiated in the Spares Management module within Oracle Field
Service.
HRMS (Human Resource Management System)

Oracle Depot Repair uses the Oracle HRMS module to define employees and locations
where you ship, deliver internally, or bill the ordered goods and services.
Install Base
Oracle Install Base is a repository that tracks all install customer items. Oracle Install
Base maintains and updates each item record to reflect the most current configuration.
Service organizations must rely heavily on their install base to provide accurate
customer and item information. The install base permits quick access to all item records
and information. Oracle Depot Repair leverages this information to expedite the service
process when services involve incompatibility, configuration, revision, or counter
history issues. Oracle Depot Repair integrates with Oracle Install Base to assist accurate
recording of all part and serial numbers that change during an item's life. It retrieves all
service contracts and warranties associated with an Oracle Install Base serialized item or
component. Depending on the definition of Oracle Install Base transaction sub-types,
the TeleService Charges APIs update the location and instance ownership information.
Inventory
Oracle Depot Repair uses the Oracle Inventory module to manage item and spare parts
inventory.

iSupport
Self-Service Service Order tracking is now supported in Oracle iSupport. Oracle Depot
Repair customers can now search for their Service Orders through an Oracle iSupport
self-service user interface. Oracle iSupport will properly authenticate the user and
display only Service Orders for accounts which the user is authorized to view.
Knowledge Management
Oracle Knowledge Management is an Oracle Service Core module that provides an
open architecture repository to store technical information or solution sets. Service
agents and technicians can retrieve this information to find a quick resolution to service
issues that customers are reporting, or provide assistance in an inspection or item
diagnosis. Oracle Knowledge Management provides a security feature that permits only
users with specific responsibility to contribute new information to the database.
Oracle Depot Repair uses the Oracle Knowledge Management Search Engine to find the
best possible solutions to resolve service issues. Agents can access the knowledge
repository from the Service Request or the Service Order. You can search for solutions
by entering a Diagnostic Code or keyword string to query on statements that have links
to a symptom, cause, action, or fact solution set. A solution set can also include a Task
Template or set of objects that can automate or expedite the service process.
Notes
A note records descriptive information, which users have created about business
transactions to provide referencing. Oracle Depot Repair uses the Notes module to
access the comment log that relates to a specific transaction. The Notes module creates
and passes information to all other Oracle applications. Upon transmission and receipt
of a note, the system automatically sends an alert to the Oracle Depot Repair module to
signal that a new note is present. Service employees can pass valuable information that
can influence the service process. The Notes module permits users to post both public
or private notes, where public notes can be published to a Web site, and private notes
are only accessible to employees that work inside the service organization. For more
information, see the Oracle Common Application Components User's Guide.
Order Management
Oracle Depot Repair uses the Oracle Order Management module to create RMA and
Sales Orders, validate customer accounts, and invoice customers for services.
Oracle Depot Repair integrates with Oracle Order Management Pricing to provide an
advanced, highly flexible pricing engine that executes pricing and promotional
calculations. It allows Oracle Depot Repair users to view and select a Price List while
charging a service, and while receiving or shipping an item.

Purchasing
For receiving, Oracle WIP uses Oracle Purchasing to perform outside processing of a
service from the WIP Router.
Receivables
The Oracle Receivables module integrates with Oracle Depot Repair to track and
maintain customer information such as customer name, account, customer contacts, and
location.
Resource Manager
Oracle Depot Repair uses Resource Manager to manage employees. The Resource
Manager permits a user to import employees and non-employees from HRMS into the
resource module. You can set up and manage resources as individual resources, or as a
team or group, and assign roles and skill sets to distinguish their qualifications. For
more information, see the Oracle Common Application Components User's Guide.
Task Manager
Oracle Depot Repair uses the Task Manager to assist service management. The Tasks
model leverages the core functionality that Oracle Depot Repair provides by its
integration with Resource Manager, Assignment Manager, and Oracle Calendar. The
Task mode provides an alternate service process that is intended to manage simple
service work that does not require extensive tracking or management processes. After
task completion, the technician uses the Debrief Report in Oracle Depot Repair to log
the material, labor, and expense transactions. For more information, see the Oracle
Common Application Components User's Guide.
TeleService (Charges)
With the Charges module, a service organization can bill customers for provided
services in response to Service Requests. Charges also creates a return material
authorization (RMA) to return a defective item for service, loan, or replacement.
Returns from a customer occur for a variety of reasons including damage, shipment
error, and service. With the Charges capability of processing return material, you can
manage customer expectations while controlling inventory receipts and processing
customer credit. Oracle Depot Repair uses TeleService Charges APIs to automatically
create the charge lines when the service depot has determined the Service Type.
TeleService (Customer Care)

The Customer Profile summarizes customer information and indicates if a customer is
critical. It can provide information such as the number of open Service Requests. A

system administrator sets up the profile entries, which contain a set of defined
verifications that you can configure. The Customer Profile engine displays these
verification results. Oracle Depot Repair uses this functionality for customer
management.
TeleService (Service Requests)

Service agents typically log a Service Request to record a service issue that a customer is
reporting. Oracle Depot Repair invokes Oracle TeleService APIs to automatically create
the Service Request after creation of the Service Order header. The TeleService APIs
populate the Service Request number into the Service Order Header. Service depot
business flows always start with the creation of a Service Request.
Work in Process
Oracle Depot Repair uses Oracle Work in Process (WIP) to track and manage service
work. Oracle WIP permits assignment of resources, material, and outside processing. A
WIP summary report tracks the associated costs with a completed WIP Job. You can
submit WIP mode Jobs with or without an assigned routing.
Note: The Depot Repair modules do not include all features of Work In
Process, Order Management or other E-Business Suite applications. For
more information about Oracle E-Business Suite applications, see the
respective product user or implementation guides.
Business Function Impacts

The following table presents the business functions in a depot that the Oracle Depot
Repair integrating applications impact.
Integrating Customer Service Service Logistics Billing/

Oracle Interaction Management Management Invoicing
Module (WIP Mode) (Task Mode)
Assignment -- -- X -- --
Manager
Bills of -- X -- -- X
Material

Contracts X -- -- X X
(Contracts
Core and
Service
Contracts)
Counters X X X X --
Field Service -- -- X -- X
General -- -- -- -- X
Ledger
HRMS -- X X -- --
Installed Base X X X X --
Inventory -- X X X X
iSupport X -- -- -- --
Knowledge X X X -- --
Management
Notes X X X -- --
Order -- -- -- X X
Management
Purchasing -- -- -- X --
Receivables -- -- -- X X
Resource -- -- X -- --
Manager
Task -- -- X -- X
Manager

TeleService -- X X X X
(Charges)
TeleService X -- -- -- --
(Customer
Care)
TeleService X -- -- -- --
(Service
Requests)
Work in -- X -- -- X
Process

2
Overview of Setting Up
This chapter provides an overview of the steps required to set up Oracle Depot Repair.
• Setting Up Oracle Depot Repair
• Related Applications Setup
• Key Implementation Decisions
• Implementation Starting Point
• Implementation Checklist
• WIP and Task Mode Setup Considerations
• Considerations for Related Applications Setup
Setting Up Oracle Depot Repair

This section provides an overview of the setup steps required to implement Oracle
Depot Repair.
Setting up Oracle Depot Repair includes setting up related Oracle applications, such as
Oracle Inventory and Oracle Installed Base. In setting up these applications, you might
only need to make Depot Repair specific modifications to existing data, like existing
items. Check with your implementation team to determine which setup requirements
have already been fulfilled.
Related Applications Setup

Oracle Depot Repair requires that the following Oracle modules are installed and set
up:
• Oracle General Ledger
• Oracle Bills of Material
Overview of Setting Up 2-1

• Oracle Inventory
• Oracle HRMS
• Oracle Work in Process
• Oracle Order Management
• Oracle Purchasing
• Oracle Payables
• Oracle Receivables
• Oracle Common Application Components
• Oracle Installed Base
• Oracle Customer Support
• Oracle Customer Care
• Oracle TeleService
• Oracle Contracts Core
• Oracle Service Contracts
• Oracle Field Service
• Oracle iSupport
This implementation guide, however, discusses only the Oracle Depot Repair-specific
setup steps in detail. For setup of all related applications, please refer to the
corresponding documentation as listed in the implementation checklist. Certain Oracle
Depot Repair-specific setup steps that you need to perform in other Oracle applications
setup windows are also explained in detail in the following chapter.
Key Implementation Decisions

The following sections detail the key decisions that are to be made before you begin
implementation.
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. There may be situations when contact data is
already available from other systems. In such cases, you may want to import available
customer information along with relationship data.
For example, a service organization already has extensive data on all the customers in
its service area. In this scenario, it may serve the agency better if all such data is
imported into the system.
Resource Creation
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.
Calendar Definition
Determine the shifts, patterns, and time periods when resources are available to work.
Location Definition
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 the MRP Planner Workbench to Oracle Purchasing.
Knowledge Base Management

Determine the information that will go into the Knowledge Base. It is recommended
that you identify and list the information sources (for example, the technical manuals,
parts catalogs, policies, procedures and FAQs) at the outset.
Service Request Builder Setup

Define the Service Request Types, profiles, and the attributes associated with each of
them. Also identify the owner for each Service Request Type. You would also need to
define the criteria based on which duplicate Service Requests will be identified.
Service Type Setup

While creating Service Orders, Logistics transactions are generated based on the default
transaction billing types defined in Service Types. Also, the processing of transaction
lines are determined by the definition of the Service Types. For example, if the Service
Type has Auto RMA checked, then the RMA line is interfaced to Order Management
and the Sales Order is also booked. You can also define your own Service Types and
link them to the seeded Service Types.
The following are the seeded Service Types for Oracle Depot Repair:

• Advance Exchange
• Exchange
• Loaner
• Loaner, Repair and Return
• Refurbishment
• Repair and Return
• Replacement
• Standard
• Third Party Repair
• Return Only Repair
These Service Types determine the proper processing and management of Service
Orders by the application and the depot organization.
WIP and Task Modes

Determine the complexity of the service management processes required by your
organization. Either Oracle WIP or the Task Manager (in Oracle Common Application
Components) can be used to manage the service process. WIP mode is recommended
for use when the Jobs require a series of sequential steps and materials management.
WIP mode is recommended if the business is using Oracle Costing or Oracle Value
Chain Planning applications for service. Task mode is recommended for use when the
services require minimal steps that are not necessarily completed in sequence. Task
mode should only be used if Oracle Costing and Oracle Value Chain Planning
applications are not used for service. To the user, both of these processes are managed
via separate tabs in the user interface.
The Oracle Depot Repair application supports the use of both WIP and Task modes for
service management. However, it is advisable to use only one mode to enhance the user
experience.
Note: Oracle Depot Repair provides E-records and E-signature (ERES)

functionality in WIP mode via Oracle WIP. In Task mode, ERES
functionality is available via the Debrief screen for each Task.

Implementation Starting Point
Before starting the implementation, identify all your implementation team members
and the access privileges they require. Oracle Depot Repair provides Oracle Depot
Repair Super User as the seeded implementation responsibility. In addition to this,
implementation team members may have to use other responsibilities. You may have to
create additional implementation responsibilities if you want to restrict access.
Create Oracle Applications users with appropriate responsibilities for performing
implementation procedures. The user name you assign can be used to log on to Oracle
Depot Repair. To create the user, use the System Administrator responsibility.
Defining an Oracle Applications User

Use the System Administrator responsibility to create the required Oracle Applications
user(s). 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
Use the Users window to define Oracle Applications users. Oracle Application user will
need to be uniquely identified by an application user name. For detailed instructions on
creating application users, please refer to Oracle E-Business Suite Setup Guide.
Implementation Checklist
This checklist summarizes each of the steps you must follow to implement Oracle Depot
Repair. It includes setup steps for data that may be shared with other Oracle
applications, but is required by Oracle Depot Repair. If you have already defined this
information when setting up other Oracle Applications, you can skip these steps.
Since some implementation steps build upon information you define in other steps, you
must perform the setup in the order listed.

Step No. Setup Step Reference
1 Define Key Flexfields Oracle E-Business Suite Flexfields Guide,

Oracle General Ledger User Guide,
Implementing Oracle HRMS
2 Set Up Calendars, Currencies, and Set of Oracle General Ledger User Guide, Oracle
Books Bills of Material User's Guide
3 Set Up Payables Oracle Payables User Guide
4 Set Up Receivables Oracle Receivables User Guide
5 Set Up Organizations Implementing Oracle HRMS
6 Define Locations Implementing Oracle HRMS, Oracle

Purchasing User's Guide
7 Set Up Employees Managing Your Workforce Using Oracle

HRMS, Oracle Purchasing User's Guide
8 Set Up Inventory Oracle Inventory User's Guide
9 Set Up Cost Management Oracle Cost Management User's Guide
10 Set Up Bills of Material Oracle Bills of Material User's Guide
11 Set Up Work in Process Oracle Work in Process User's Guide
12 Set Up Purchasing Oracle Purchasing User's Guide
13 Set Up Order Management Oracle Order Management Suite

Implementation Manual, Oracle Order
Management User's Guide, Oracle Shipping
Execution User's Guide
14 Set Up Service Requests Oracle TeleService Implementation Guide
15 Set Up Customer Profile Oracle TeleService Implementation Guide
16 Set Up Charges Oracle TeleService Implementation Guide

17 Set Up Notes Oracle Common Application Components

18 Set Up Resource Manager Oracle Common Application Components

19 Set Up Task Manager Oracle Common Application Components

20 Set Up Assignment Manager Oracle Common Application Components

21 Set Up Knowledge Management Oracle Knowledge Management

22 Set Up Installed Base Oracle Installed Base Implementation Guide
23 Set Up Counters and Counter Templates Oracle Installed Base User Guide
24 Set Up Contracts Core Oracle Contracts Core Implementation

Guide
25 Set Up Service Contracts Oracle Service Contracts Concepts and

Procedures Guide
26 Set Up Field Service Oracle Field Service Implementation

Manual
27 Define Depot Repair Lookup Codes Chapter 3, Oracle Depot Repair

28 Define Depot Repair Profile Options Chapter 3, Oracle Depot Repair

39 Define Depot Repair Users Chapter 3, Oracle Depot Repair

30 Set Up Service Types Chapter 3, Oracle Depot Repair

31 Set Up Statuses, Status Transitions, and Chapter 3, Oracle Depot Repair

Service Type Transitions Implementation Guide

32 Define Depot Repair Reason Codes Chapter 3, Oracle Depot Repair

33 Set Up Diagnostic Codes Chapter 3, Oracle Depot Repair

34 Set Up Service Codes Chapter 3, Oracle Depot Repair

35 Set Up Service Code Recommendations Chapter 3, Oracle Depot Repair

36 Set Up Depot Repair Update Programs Chapter 3, Oracle Depot Repair

37 Set Up Service Bulletins Chapter 3, Oracle Depot Repair

38 Set Up Defaulting Rules Chapter 3, Oracle Depot Repair

39 Setting Up Serial Reservations Chapter 3, Oracle Depot Repair

40 Setting Up Aging Threshold Chapter 3, Oracle Depot Repair

41 Setting Up Quality Threshold Chapter 3, Oracle Depot Repair

42 Setting Up Defect Codes Chapter 3, Oracle Depot Repair

43 Setting Up Recall Status Chapter 3, Oracle Depot Repair

44 Setting Up Recalls Chapter 3, Oracle Depot Repair

45 Setting Up Eco-Impact Threshold Chapter 3, Oracle Depot Repair


46 Setting Up Return Stream Reasons Chapter 3, Oracle Depot Repair

47 Setting Up Material Disposition Reasons Chapter 3, Oracle Depot Repair

Setup steps specific to Oracle Depot Repair are discussed in detail in the following
chapter. For detailed instructions on other setup tasks, please refer to the corresponding
guides.
WIP and Task Mode Setup Considerations

Oracle Depot Repair uses Work in Process (WIP) to process services where costing is
relevant. Task mode is recommended for use when the services require minimal steps
that are not necessarily completed in sequence.
To process services in Task mode, you must set up Task Manager and Assignment
Manager.
If you are processing services only in Tasks mode, you do not have to set up WIP.
Similarly, if you are processing services only in WIP mode, you need to set up WIP; but
do not have to set up Task Manager and Assignment Manager. For more information,
see Job Management, page 1-2.
Also, to use WIP for Job management, you have to set up Resources within BOM (see
Oracle Bills of Material User's Guide), and to use Tasks, you must set up Resources
within the Resource Manager, a module of Oracle Common Application Components
(see Oracle Common Application Components Implementation Guide).
Note: Oracle Depot Repair provides E-records and E-signature (ERES)

functionality in WIP mode via Oracle WIP. In Task mode, ERES
functionality is available via the Debrief screen for each Task.
Considerations for Related Applications Setup

The implementation team must take note of the following while setting up the
respective related application or module.
• Inventory, page 2-10
• Locations, page 2-11

• Employees, page 2-11
• Bills of Material, page 2-12
• Work in Process, page 2-13
• Purchasing, page 2-13
• Order Management, page 2-13
• Service Request, page 2-14
• Charges, page 2-14
• Tasks, page 2-15
• Knowledge Management, page 2-15
Setting Up Inventory
When setting up items in the Master Items window, the fields that you must select to
fulfill different features in Oracle Depot Repair appear in a variety of tabs. The main
fields to set up are in the Inventory, Order Management, Invoicing, and Service tabs.
For example, in the Service tab:
• Ensure that you select the Billing Type. For material items, select Material for the
Billing Type.
• For items to be tracked in Oracle Installed Base, select the check box Track in Install
Base.
• Select Enabled for the Service Request field.
Comments
1. You must set up items in the Inventory Organization specified by the value of the
profile option Service: Inventory Validation Organization.
2. For items to be returned, set up the following Order Management and Inventory
flags, as required: Returnable, Customer Ordered, Customer Order Enabled,
Shippable, Transactable, and Invoiceable.
3. For items to be shipped, set up the following Order Management and Inventory
flags, as required: Customer Ordered, Customer Order Enabled, Shippable,
Transactable, and Invoiceable.
4. When you use bills or routings for your WIP mode Jobs, the following must be set

up as inventory items:
• Each bill and each component of the bill.
• Each routing.
5. When you use task parts for your Task mode Jobs, the following must be set up as
inventory items:
• Each component item of the task part.
For more details, please refer to the following sources of information:

• Oracle Inventory User's Guide.
• Oracle Purchasing User's Guide.
• The section Setting Up Items in Oracle Inventory in the Oracle TeleService

Implementation Guide.
Setting Up Locations
Define locations for where you ship, deliver internally, or bill the goods and services
that you order. This is a necessary step if you plan on importing purchase requisitions
from the MRP Planner Workbench into Oracle Purchasing.
Please refer to Implementing Oracle HRMS and the Oracle Purchasing User's Guide.
Defining Employees
You must have employees to fulfill certain features of Service Requests and Service
Orders. For example:
• The Default Owner of a Service Request must be an employee.
• When you set up resources, you typically associate one or more employees with a
resource.
If you do not install Oracle Human Resource Management Systems (HRMS) with Depot
Repair, then use the Enter Employee form to define and maintain employees in Oracle
Purchasing. If Oracle HRMS is installed, forms in this application are used to enter and
maintain employees.
A resource can be an employee defined in HRMS, and imported into the Resource
Manager of Oracle Common Application Components.
• Managing Your Workforce Using Oracle HRMS.

• Oracle Purchasing User's Guide.
• The section Setting Up Resource Manager in the Oracle Common Application

Components Implementation Guide.
Setting Up Bills of Material

You can set up bills, resources, and routings in Oracle Bills of Material (BOM), to help
process Service Orders in Oracle Depot Repair.
Oracle Depot Repair uses bills and routings either through their association with
Service Codes, or by allowing users to manually enter bills and routings while creating
a job for a Service Order.
When reviewing the Bills of Material setup for Depot Repair, remember to review with
the client whether the manufacturing Bills of Material should be primary. The client can
then create alternate Bills of Material to support the service and upgrade activities of the
depot.
Comments
1. For each bill, ensure also the following conditions:
• The parent item is defined as an Inventory Item.
• Each component of the bill is set up as an Inventory Item, with a Billing Type of
category Material.
• Each component of the bill has a list line with a value in the Price List to be
used in the Service Order.
To use Oracle WIP for Job management, you must set up resources within Oracle
BOM.
2. You need to define at least one department and also set up resources, and then you
can create a routing.
3. For each routing, ensure also the following condition:

• The item for which routing is being set up is defined as an Inventory Item.
4. The Billing Item for each resource has a list line with a value in the Price List to be
used in the Service Order.

• Oracle Bills of Material User's Guide.
• Oracle Inventory User's Guide.

• The Price Lists chapter in the Oracle Order Management Suite Implementation
Manual.
Setting Up Work in Process

When reviewing the WIP setup for Depot Repair, remember that Jobs use the non-
standard WIP functionality.
Also confirm with the accounting team to ensure that the appropriate General Ledger
accounts have been created to record activity for Rework, Repair, or however the client
desires to capture the accounting information.
For more details, please refer to the WIP Accounting Classes section in the Oracle Work
in Process User's Guide.
Setting Up Purchasing
The three Receipt Routing Options in Oracle Purchasing include the following values:
Direct Delivery, Standard Receipt, and Inspection Required. You can inspect items if the
Receipt Routing is Standard Receipt or Inspection Required.
Note: While booking an RMA for receiving an item that is both serial
and lot controlled, if we pass the serial number information and miss
out the lot number, the receiving transaction processor fails. This
happens as the program tries to match the lot number we entered with
null value and fails eventually. To process a receipt in such a scenario,
you must set Validate Lots on RMA Receipts option in Receiving
Options page to Unrestricted. This permits you to receive different lot
number than the one on the RMA line.
For more information, please refer to the Oracle Purchasing User's Guide for more
information.
Setting Up Order Management

Oracle WIP decrements inventory when a component is used in service, but Oracle
Order Management decrements inventory again when the serviced item 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 Activity Billing Type for services
performed in WIP mode. This, however, applies only to component parts, and not to
the whole serviced item.
This is specific only to Estimate or Actual charge lines that are interfaced to Oracle
Order Management, for items that are not shipped. Do not set the "Bill Only" Line Type
for serviced items.
For more details, please refer to Setting up Charges for Oracle Depot Repair, page 4-3.

For more information, please refer to the Oracle Order Management User's Guide and
the Oracle Shipping Execution User's Guide.
Setting Up Service Requests in Oracle TeleService

When setting up the Customer Party addresses using the Contact Center form, only if
both the site and the site use is set up as active, will the addresses be displayed in the
Bill-To and Ship-To addresses List of Values in the Service Header Information block of
the Service Orders form.
For more information, please refer to the Oracle TeleService Implementation Guide for
more information.
Setting Up Charges in Oracle TeleService

Setting up Charges includes certain Depot Repair specific steps. These setup steps are
detailed in the following chapter.
1. Oracle Order Management and the Charges module in Oracle TeleService must be
set up correctly to ensure that items can be used in the Depot Repair process. See
Setting Up Inventory, page 2-10.
2. All Repair Material, Labor, and Expense items must have a valid Billing Type
associated as part of the Item definition setup in Inventory. This Billing Type along
with the Service Type and Service Activity and Billing Type setup determine what
Service Activity Billing Type is to be used for the Estimate or Actuals lines being
created.
3. The Service Activity Billing Type is linked to an Oracle Order Management Order
Type and Line Type for each operating unit.
4. Also, use the Service Request Multi Org Set Up window to set the defaulting rules
for the charges operating unit. If the Oracle Applications installation is a multi-org
installation, then Oracle Depot Repair derives the appropriate operating unit for the
order interfaced to Order Management based on the sequence associated with these
rules. If not, the operating unit is derived from the profile option MO: Operating
Unit.
5. Use the Time & Material Labor Schedule window to set up a schedule for the
Business Process being used for depot service. This is needed to perform any labor
transaction in the Debrief form accessed from the Tasks tab in the Service Orders
form.

• Oracle TeleService Implementation Guide
• Setting up Charges for Oracle Depot Repair, page 4-3

Setting Up Tasks
To use the Task Manager for Job management, you will need to set up Resources within
the Resource Manager module of Oracle Common Application Components.
It is recommended that you set up task status transition rules. To define status
transition rules for task status and map it to the Oracle Depot Repair responsibility
being used, use the Task Status form.
Please refer to the Oracle Common Application Components Implementation Guide for
more information.
Setting Up Knowledge Management

In order to allow Oracle Depot Repair to make use of solutions stored in Oracle
Knowledge Management, you need to perform operations both in Oracle Knowledge
Management and in other Oracle applications. You must perform the operations in the
related Oracle applications first.
Operations in Related Oracle Applications

The operations in related Oracle applications can be performed in any sequence.
1. Set appropriate profile options in Oracle Depot Repair:
• CSD: Enable Knowledge Management to Yes.
• CSD: Use Tasks from Knowledge Base Solutions to Yes.
2. Set up Diagnostic Codes and Service Codes in Oracle Depot Repair.

For more information, see Setting Up Diagnostic Codes in Oracle Depot Repair,
page 4-41 and Setting Up Service Codes in Oracle Depot Repair, page 4-41.
3. Set up Bills and Routings in Oracle Bills Of Material, if WIP mode is used. To use
Depot Repair WIP mode, you need to set BOM Resource's Charge Type to WIP
Move.
4. Set up Task Templates and Task Parts in the Task Manager of Oracle Common
Application Components and Oracle Spares Management respectively, if Task
mode is used.
Operations in Oracle Knowledge Management

The main objective is to set up Solutions in Oracle Knowledge Management and to
associate Diagnostic Codes and Service Codes to Solutions, as follows:
1. If an appropriate Solution does not exist to which you can add the associated
objects, then create a Solution.

2. Include the Diagnostic Code (for example, DC100) in the title or body of the Oracle
Knowledge Management Solution.
3. Specify one or more Depot Service Codes as External Objects in the Oracle
Knowledge Management Solution.
4. Add one or more Related Items to the Oracle Knowledge Management Solution.
In the standard Oracle Knowledge Management search initiated from Oracle Depot
Repair, the Service Order item is matched against the Related Items of a Solution.
5. If you want to be able to add in Task Template Groups directly from a Solution,
then add one or more Task Template Groups to the Oracle Knowledge
Management Solution.
6. Optionally, add one or more Related Categories to the Oracle Knowledge

Management Solution.
These categories are Solution categories, and are used to organize Solutions in
Oracle Knowledge Management. They are not used by Oracle Depot Repair
directly, but they provide you with more search options, if you want to modify the
standard Oracle Knowledge Management search initiated from Oracle Depot
Repair.
Please refer to the Oracle Knowledge Management Implementation Guide for more
information.

3
Oracle Depot Repair Command Center
Setup
Oracle Depot Repair Command Center Setup 3-1

Depot Repair Command Center Configuration
Setting Up Depot Repair Command Center

The Depot Repair Command Center product configuration setup must be completed
after the installation and common configurations are completed as described in My
Oracle Support Knowledge Document 2495053.1, Installing Oracle Enterprise Command
Center Framework, Release 12.2.
Setup and Configuration Steps

To complete setup of the Depot Repair Command Center:
1. Set profile options, page 3-2
2. Configure descriptive flexfields for search, page 3-3
3. Load Depot Repair data, page 3-4
Setting Profile Options for Depot Repair Command Center

Set a value for this profile option to specify how the Depot Repair Command Center
controls data from supported Depot Repair pages:
Profile Option Name Description Default Value

CSD: Command Center Push Determines whether or not Push From Command Center
Options data is pushed from
supported Depot Repair
pages to ECC and when this
push occurs. Use the
following options:
• Push From Command

Center- This option will
only ensure the push of
data from supported
Depot Repair pages, if
the data update was
initiated from the Depot
Repair Command Center.
• Always - This option will

always push data to the
Depot Repair Command
Center from supported
Depot Repair pages,
regardless of how the
page was launched.
• Never - This option will

never push data from the
supported Depot Repair
pages into the Depot
Repair Command Center.
Configuring Descriptive Flexfields for Search

Enterprise command centers support Descriptive Flexfields (DFFs) that enable you to
search on DFF attributes. After you configure DFFs you must run the data load process
to ensure the DFF attibutes are available in the command center.
For additional information about configuring and customizing flexfields, see the Oracle
E-Business Suite Flexfields Guide and My Oracle Support Knowledge Document
2495053.1, Installing Oracle Enterprise Command Center Framework, Release 12.2.
The following table describes the DFFs available in the Depot Repair Command Center
dashboards:

Dashboard Data Set DFF Title DFF Name DFF Attribute
Group Name
Open Service csd-repairs Repair Order CSD_REPAIRS Additional

Orders Descriptive Information
csd-repairs- Flexfield
Resolved Service closed
Orders
Open Service csd-repairs Additional CS_INCIDENTS SR Information

Orders Information for _ALL_B for Agents
csd-repairs- Agents
Orders
Open Service csd-repairs Additional CS_INCIDENTS SR Additional

Orders Information _ALL_B_EXT Information
csd-repairs-
Orders
Open Service csd-repairs Carrier REPAIR_CARRI Carrier

Orders Information ER_INFORMATI
csd-repairs- ON
Orders
Open Service csd-repairs Processor REPAIR_PROCE Processor

Orders Information SSOR_INFORM
csd-repairs- ATION
Orders
Open Service csd-repairs Return REPAIR_RETUR Return

Orders Attributes N_ATTRIBUTES Information
csd-repairs-
Orders
Loading Depot Repair Data

Use the Depot Command Center Data Load concurrent program to load depot repair
data into Enterprise Command Center data sets. Use the Submit Request window to
run the concurrent program.
(N) Depot Repair >Others >Run Request

Note: To set up profile options before running data loads, see: Setting
Profile Options for Depot Repair Command Center, page 3-2.
To load Depot Repair data into Depot Repair Command Center:

1. Choose Single Request and click OK.
2. In the Name field on the Submit Request window, select Depot Command Center
Data Load.
3. Use the Parameters window to enter the parameters information.
4. Select the appropriate Load Type.

• Full Load - This process loads all Depot Repair data and is required to be run
for the first data load. The full data load process also includes metadata load. If
you select and run full load for subsequent requests, then this program clears
all Depot Repair data from ECC and loads fresh data.
• Incremental Load - This process loads the data modified and updated from the
previous load only. Incremental load should be scheduled to run as often as
required to keep the ECC dashboard current.
• Metadata Load - This process loads the metadata that describes the data set
attributes, including Descriptive Flexfield (DFF) attributes, used in Enterprise
Command Center. You must initially run the Metadata Load to load DFF setup
information to the Enterprise Command Center. After the DFF setup is initially
loaded, running incremental or full data loads on a regular basis will maintain
the DFF attributes.
5. In the Languages field, enter one or more language codes for the output. For
multiple language codes, use the format AA,BB,NN. For example, enter US,AR,KO.
If the field is left blank, then the data will be loaded for the base language only
(usually US).
6. In the Log Level field, select the program to report. The default value is ERROR.
7. In the SQL Trace field, select TRUE to enable SQL trace. Otherwise, select FALSE.
8. In the Data Set field, you can choose to load either the data sets for open service
orders or for closed service orders. If the field is left blank, then both data sets will
be loaded.

9. Click OK on the Parameters window.
10. Click Submit to submit the concurrent request.
11. Review your request using the Requests page.
12. Monitor data loading using the Data Load Tracking page of the ECC Developer
responsibility.

4
Oracle Depot Repair-Specific Setup Steps
This chapter describes implementation tasks that are specific to Oracle Depot Repair.
• Completing the Prerequisite Setups
• Setting Up Charges for Oracle Depot Repair
• Defining Billing Type Codes
• Mapping Billing Type Codes to Billing Categories
• Defining Service Activities and Billing Types
• Defining Service Business Processes
• Defining Installed Base Transaction Sub Types
• Setting Up Time and Material Labor Schedules
• Setting Up Service Types
• Setting Up Defaulting Rules
• Setting Up Service Bulletins
• Setting Up Statuses, Status Transitions, and Service Type Transitions
• Setting Up Service Request Types for Depot Repair
• Setting Up Depot Repair Reason Codes
• Setting Up Customer Profiles
• Setting Up Diagnostic Codes in Oracle Depot Repair
• Setting Up Service Codes in Oracle Depot Repair
• Setting Up Service Code Recommendations
• Defining Oracle Depot Repair Lookup Codes
• Setting Up Oracle Depot Repair Profile Options
• Setting Up Message Action Codes
Oracle Depot Repair-Specific Setup Steps 4-1

• Setting Up Serial Reservations
• Setting Up Aging Threshold
• Setting Up Quality Threshold
• Setting Up Defect Codes
• Setting Up Recall Status
• Setting Up Recalls
• Setting Up Eco-Impact Threshold
• Setting Up Region Geographies
• Setting Up Return Stream Reasons
• Setting Up Material Disposition Reasons
• Setting Up Internal Requisitions and Internal Sales Orders
• Setting Up Supplier Warranty
• Setting Up Returns Portal Parameters
• Using the Return Portal for eClaims
• Setting Up Return Types
• Setting Up Activity Rules
• Managing Users
• Login Interfaces
• Roles, Responsibilities, and Permissions
• Creating Oracle Depot Repair Users
• Charges and Service Types Setup Example
• Setting Up Transfer Install Base Ownership
• Integrating with Advanced Pricing
• Using Time Clock Bin
• Using Complete Work Button
• Using Request Parts Button
Completing the Prerequisite Setups

With reference to the Implementation Checklist, page 2-5, make sure that all the
implementation steps prior to the Oracle Depot Repair specific tasks are completed and
reviewed before proceeding with the tasks detailed here.

Setting Up Charges for Oracle Depot Repair
Note: Every item to be processed using Charges must be set up in
Inventory as a Material, Labor, or Expense (MLE) item. This means
every item in Oracle Applications that may need service must be set up
as a Charges MLE item.
Charges is a module of Oracle TeleService. Setting up Charges for all service-related

processing consists of steps that serve a variety of Oracle applications, including Oracle
Depot Repair. This section describes the Charges setup steps, with a particular
orientation to Oracle Depot Repair processes and operations.
For detailed information on setting up Charges, see the Oracle TeleService
Implementation Guide.
Setting up Oracle Charges for Depot Repair processing includes the following setup
steps:
• Defining Billing Type Codes, page 4-3
• Mapping Billing Type Codes to Billing Categories, page 4-4
• Defining Service Activities and Billing Types, page 4-5
• Defining Service Business Processes, page 4-7
• Defining Installed Base Transaction Sub Types, page 4-8
• Setting Up Time and Material Labor Schedules, page 4-11
Billing Categories classify Billing Types into Material, Labor, and Expense. Each
serviceable item in Inventory is classified using Billing Type Codes associated to a
Billing Category.
A Service Activity Code is a type of action to be performed, for example, replace, return,
install, drain, fill. The combination of Billing Type and Service Activity defines the
Order Type for a given operating unit. It also provides the basis upon which discounts
for a Service Contract can be applied.
Defining Billing Type Codes

To define the Billing Type Codes, use the Oracle Service Lookups window.
To define Transaction Billing Type Codes:

1. From the Navigator, use the following path to open the Oracle Service Lookups

window:
Service Request > Setup > Customer Support Lookups.
2. Query up the Lookup Type MTL_SERVICE_BILLABLE_FLAG.
3. Add the new required Billing Type Codes. You can use the online help for more
information.
The seeded Billing Type Codes are M, L, and E.
Mapping Billing Type Codes to Billing Categories

To associate Billing Type Codes to Billing Categories, use the Billing Type Attributes
window. The seeded Billing Categories include Material, Labor, and Expense.
Use the following path to navigate to the Billing Type Attributes window:
Switch responsibilities to Customer Support, Vision Operations and navigate to Setup >
Charges > Billing Type Attributes.

Only the Billing Types associated with a Billing Category in this window appear in the
Billing Type Name List of Values in the Service Activities and Billing Types form.
Similarly only the Billing Type Names associated here appear in the List of Values for
Billing Type: Material, Labor, and Expense in the Service Types form.
Note: You cannot associate the Billing Category Labor to a new Billing
Type. The seeded Labor Billing Type is mapped to the Labor Billing
Category.
Defining Service Activities and Billing Types

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.
A Service Activity has a one to many relationship with Service Activity Billing Type. A
Service Activity Billing Type, for example, Advanced Exchange: Material, is an
intersection between Service Activity Advanced Exchange and Billing Type Material.
The Service Activity Billing Type is linked to an Oracle Order Management Order Type
and Line Type for each operating unit.
Oracle Order Management Order and Line Types are associated with Service Activities
that are assigned to Service Types in Oracle Depot Repair. When a user chooses a
Service Type, these Order and Line Types determine the processing of charge lines
(RMA, Ship, Estimate) for a Service Order. Please refer to the Oracle TeleService
Implementation Guide and the Oracle Order Management User's Guide for more
details.
Oracle Order Management provides seeded Workflow process definitions for both
orders and lines. It enables you to define both order header and order line Service
Activities. The seeded Service Activities that Order Management provides are,
however, not mapped by default.
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.
Use the Service Activities and Billing Types window to confirm or define Service
Activities and associated Billing Types, Order Management header types, and line types
as detailed below.
The Order Management Header & Line Types region is used to specify the
organization, header type, and line type - in the Operating Unit, Order Type, and Line
Type fields respectively - to be used when a charge line is submitted to Order
Management. These values are used to retrieve an Order Management header type and
line type from the setup while submitting the order.
Note: You can associate multiple Billing Types to a Service Activity.
To Define Service Activities and Billing Types:

1. Open the Service Activities and Billing Types window using the following
navigation path:
Service Request > Setup > Charges > Service Activities and Billing Types.
2. Select the New toolbar icon to create an empty row for your Service Activity Billing
Type.
3. Enter the appropriate values in the Service Activity and Line Category Code fields.

4. In the Related Billing Types region, select the appropriate Billing Type to be
associated with the Service Activity you are creating.
5. Select the Depot Repair Quantity Update checkbox to update the depot inventory.
Only Service Activities with Depot Repair Quantity Update check box selected will
be displayed in the Service Activity list of values in the Logistics tab in the Service
Types window.
6. Leave the OM Interface check box selected (the default value).

This setting means the customer can be billed for charges for this activity.
7. Select the No Charge flag checkbox if you do not want to charge the customer for
this Service Activity.
Please note that an estimate or actuals line is discounted based on the contract
associated with the Service Order only if the Service Activity Billing Type of the
estimate or actuals line is also set up for the contract. The Service Activity Billing
Type of the estimate or actuals line is determined based on the Service Type for the
Service Order, and the Billing Type for the estimate or actuals line item.
For more information on the contract associated with a Service Order, see
Determine Contract and Price List Defaults at Service Order Creation in the Oracle
Depot Repair User Guide.
8. Save the Service Activity and exit the Service Activities and Billing Types window.
Defining Service Business Processes

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.
Use the Service Business Process window to define your Business Process and associate
Service Activities with it. Ensure that the Depot Repair check box is selected when
setting up the Business Process. For a particular Business Process, the selected flag
check boxes indicate the modules (Service Request, Field Service, Depot Repair) in
which this Business Process can be used.
To Define Service Business Processes:

1. Open the Service Business Process window using the following navigation path:
Service Request > Setup > Charges > Service Business Process.

2. Enter the appropriate value in the Name and Description fields.
3. Select the Depot Repair check box.

You can also optionally select any of the other check boxes for the applications
(Service Request, Field Service) where you want this Business Process to be visible.
4. Enter the Effective Dates for the Business Process if you want the Business Process
to be used only for a limited time.
5. In the Service Activities region, select the Service Activity you want to associate
with the Business Process.
6. Save your work, and exit the Service Business Process window.
Defining Installed Base Transaction Sub Types

Each Service Activity that is required to process an Installed Base trackable item must
have an Installed Base Transaction Sub Type with the same name as the Service
Activity. For example, for the Service Activity named Return for Repair, we define the
corresponding Transaction Sub Type with the name Return for Repair.

Note: For items that are not Installed Base trackable, the Service
Activities associated with the Service Type should not have Installed
Base Transaction Sub Types defined. Hence you need to have separate
Service Types and Service Activities defined for Installed Base trackable
items and for non-trackable items.
Transaction Sub Types Window

Use the Transaction Sub Types window to specify the type of update that can be
performed in an Installed Base instance by transactions originating from Depot Repair
that are interfaced with Installed Base.
Transaction Sub Types Area

For Depot Repair, the Service Type checkbox should be selected. When the Service Type
checkbox is selected, the Name field List of Values displays the Service Activities for
which you can create an Installed Base Transaction subtype.
Source Info and Non Source Info Areas

You can define the transactions and the kind of actions they can perform on the Source,
Non Source, and Parent instances.
• Source Info area: Specify details of the instance being transacted, such as in a sales
order, as a shipped or a returned item.
Note: Transaction sub types defined as shipments, that is, which

have OM_SHIPMENT as their source transaction type, should not
have Reference Reqd checked in the Source Info area. This is
because Shipping does not understand and does not need Installed
Base reference numbers.
Also, for non-serialized Installed Base trackable items, when an
item is shipped back to the customer, a new instance with a new
Installed Base reference number is created in Installed Base for the
shipped instance. For a serialized Installed Base trackable item, the
shipped item instance is identified in Installed Base by the shipped
item and the serial number.
• Non Source Info area: Specify information on a related instance, such as one that is
being replaced by the source instance.
Non Source information is required for the Service Activities associated with the
Service Types Exchange, Advance Exchange, and Replacement. In these cases, to
transfer the warranty, the Non Source Info region should have Reference Reqd
check box selected. This ensures that at the time of shipping the new item, the

warranty information is transferred.
Note: For the Replacement Service Type, the damaged item status
is changed to EXPIRED by setting this value in the Status field in
the Non Source Info area.
• Parent Info area: This area is reserved for future use.
The Change Owner check box and Change Owner To fields determine whether the
instance ownership has to be changed.
In the case of Service Type Return and Repair, for example, the Transaction Sub Type
for Return and Ship in the Source Info area has neither the Change Owner check box
selected nor the Change Owner To field populated.
But in the case of Service Type Exchange, the item is changed, and hence the Source Info
area for the Transaction Sub Types for Return and Ship has the Change Owner check
box and Change Owner To field selected.
Source Transaction Types Area

In the Source Transaction Types area, for Oracle Depot Repair, only Oracle Order
Management needs to be set up as a source application. Ensure also that the Update IB
check box is selected here.
Detailed information on Installed Base Transaction Sub Types is available in the Oracle
Installed Base Implementation Guide.
To Define Installed Base Transaction Sub Types:

1. Open the Transaction Sub Types window using the following navigation path:
Service Request > Setup > Charges > Install Base Transaction Types

2. Enter the appropriate values in the fields as explained above.
3. Save your work, and exit the Transaction Sub Types window.
Setting Up Time and Material Labor Schedules

Use the Time & Material Labor Schedule window to set up schedules for the Depot
Repair Business Process. This is required to process any labor transaction in the Debrief
form accessed from the Tasks tab in the Service Orders form.
From the Navigator, use the following path to access the Time & Material Labor
Schedule window:
Service Request > Setup > Charges > T&M Labor Schedule.

For more information, please refer to the Oracle TeleService Implementation Guide.
Setting Up Service Types

Oracle Depot Repair supports the following Service Types:
• Advance Exchange
The depot sends a replacement item to the customer before receiving the damaged
item for core credit.
• Exchange
The depot sends a replacement item to the customer after a broken item is received
from the customer for core credit.
• Loaner
The depot sends a loaner item to the customer.
• Loaner, Repair and Return

This is the same as Repair and Return with an item loaned to the customer before
receiving the broken item, so as to bridge the gap while the damaged item is being
serviced.
• Repair and Return

A broken item is serviced by the depot, and then returned to the customer.
• Replacement

The depot sends a new replacement item to the customer without having to receive
a damaged item from the customer.
• Standard
The depot agent is uncertain about a customer need, and is unable to take a decision
before further inspection of the damaged item. RMAs and Sales Orders are created
manually. The depot agent has the option to carry out all functions in a manual
mode.
• Refurbishment
A Service Order and its associated Service Request is created in the Spares
Management of Oracle Field Service as a result of a demand for refurbishment or
replenishment. The Service Order has a Service Type of Refurbishment, and has
two transaction lines, Move In and Move Out.
The Move In line tracks the shipment of the defective item from Spares
Management, and its reception into the depot. The Move Out line processes the
shipment of the serviced item back to Spares Management.
• Third Party Repair

For a third party service execution, an Outside Processing (OSP) operation is
created in the Technician Portal. Essentially, completing the OSP operation triggers
the creation of a purchase order with a request to procure service from a third
party.
• Return Only Repair

The return only repair functionality is used when a service type is setup to have an
RMA line. In this case, there is no corresponding ship line.
• Service Campaign or Recall

A service campaign is a coordinated set of service actions focused on a specific set
of customers or products in a business's install base. A recall is an action taken to
address a problem with an item that makes it likely to fail, cause injury, or violate
safety laws.
• Supplier Warranty
Supplier warranty provides the ability to manage supplier warranty claims
resulting from maintenance and service work.
• Customer Take-back Request

This functionality enables you to process the take-back request of items from the
customers.
• Trade-in or Upgrade

This function enables you to process a trade-in or upgrade using the Returns Portal.
The Service Types Screen

Service Types setup determines the proper processing and management of Service
Orders by the application and service organization. The Service Types Setup screen
determines which, and how each of the seeded Service Types are used in the service
organization, whether the Oracle WIP or the Task Manager module of Oracle Common
Application Components is used in services management, and how charge lines are
identified as they are passed to Oracle Order Management.
A service organization can also make a copy of the selected Service Type, and customize
as necessary. Though the value of the Service Type Ref field drives application process
automation, this capability enables service organizations to better distinguish their
Service Types if necessary.
Use the Service Types Setup window to perform the following tasks:
• Customize the Service Types.
• Select Service Modes for Service Types. A Service Order is created with the service
mode defined for the chosen Service Type.
• Select Service Type Ref for custom Service Types.
• Select Business Process for Service Types.
• Select default Service Activity Codes for RMA order (Return) and Sales order (Ship)
lines for the Service Type. The default item transactions are created with the order
and line types associated with the Service Activity Billing Type for the Service Type
and service item. This classifies the created RMA order and Sales order lines for
respective Service Types.
• Select a Pricelist for the Service Type. This is optional.

The default price list for a Service Order is the Pricelist for the Service Type if either
of the following cases is true:
• There is no default contract and the profile option CSD: Default Price List is not
set.
• There is a default contract, but the contract does not specify a price list, and the
profile option CSD: Default Price List is not set.
• 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 Estimates functionality.
• Select to Calculate Resolve By Date based on the RMA receipt date or the service
order creation date.
Alternatively, select to Calculate Resolve By Date based on a specific service order
status by setting the profile option CSD: Calculate Resolve By Date from
Entitlement to Yes. See: Setting up Oracle Depot Repair Profile Options, page 4-50.
• Select preferences to process Product Transaction lines for Service Types by

selecting Automatically Enter and Book RMA.
Note: Only the Service Activities associated with the selected

Business Process for the Service Type will be displayed in the
Service Activity Code List of Values in the Service Types window.
The same is true for the Service Activity Code List of Values in the
Logistics tab in the Service Orders window.
Service Types Setup Fields
Control Description Editabl Seeded Values

e
Service Type A short description of the Service Yes Same name as Service
Type. This description appears in Type Ref, but editable
the application during Service
Type selection
Description A more detailed explanation of the Yes --

Service Type
Active (check This read-only field indicates if No --

box) the Service Type is active, based
on the Start Date and End Date
Business Process The combination of Service Type Yes Depot Repair

Ref and Business Process
identifies the applicable
Transaction Billing Types
Service Mode Determines whether Oracle WIP No Task

or the Task Manager module of
Oracle Common Application WIP
Components is used for Job
management

e
Service Type Ref Identifies the type of application No Advanced Exchange

logic that applies to the Service
Type Exchange
Loaner
Loaner, Repair and

Return
Refurbishment
Repair and Return
Replacement
Standard
Pre-Service RMA Classifies the created RMA order Yes --

(Return) line for respective Service
Type reference. If Service Type
reference does not require this
RMA line, this entry is
disregarded.
Pre-Service Ship Classifies the created Sales order Yes --

(Ship) line for respective Service
does not require this Sales order
line, this entry is disregarded.
Post-Service Classifies the created RMA order Yes --

RMA (Return) line for respective Service
RMA line, this entry is
disregarded.
Post-Service Ship Classifies the created Sales order Yes --

(Ship) line for respective Service
Sales order line, this entry is
disregarded.

e
Third Party Ship Classifies the Service Activity Yes --

Billing Types. These values must
be associated with a third party
Ship line to indicate what OM line
types to use, what operating unit
to associate them with, and what
contract entitlements apply.
Third Party RMA Classifies the Service Activity Yes --

Billing Types. These values must
be associated with a third party
RMA line to indicate what OM
line types to use, what operating
unit to associate them with, and
what contract entitlements apply.
Pricelist Identifies the default price list for Yes --

the Service Type.
Start Date The effective start date of the Yes --

Service Type
End Date The effective end date of the Yes --

Service Type
Internal Order For Internal Order Yes --

(check box) Refurbishments
Third Party For creating a third party ship and Yes --

(check box) RMA line if a Service Activity
Billing Type is selected in the
Third Party column.
Calculate Resolve Specifies whether the date by No At Service

By Date which a service order should be OrderCreation
resolved based on repair order
creation date or RMA receipt date. At RMA receipt

e
Automatically Decides whether to default Auto Yes --

enter and book RMA check box as checked or
RMA unchecked for Service Orders.
When a Service Order is created
with this check box selected, an
RMA (Return) line is entered and
booked automatically. You can
still manually override the default
for individual Service Orders.
Automatically This is available only for service types Yes --

ship through: whose Service Type Ref is Advance
Exchanged Exchange, Loaner, or
Radio buttons: Loaner, Repair and Return.
-- Enter Order When a Service Order is created
-- Book Order with this check box and one of the
radio button options selected, a
Ship line is created and processed
according to the option chosen:
-- Enter Order results in ship line

Status of Submitted.
-- Book Order results in ship line

Status of Booked.
Material Enables the classification of Yes Material

Material charge lines for Order
Management processing
Labor Enables the classification of Labor Yes Labor

charge lines for Order
Expense Enables the classification of Yes Expense

Expense charge lines for Order
For details on seeded Service Types setup, see Charges and Service Types Setup
Example, page 4-113.

To Set Up Service Types
1. From the Depot Repair Navigator, use the following path to open the Service Types
window:
Depot Repair > Setup > Service Types
2. To define a new service type, click the New icon on the menu option.
3. Enter the fields in the Service Types window making necessary selections for
defining your Service Types as explained above.
4. To set up Third Party Service Type, select Third Party Ship and RMA.
The list of values displays the Service Activity Billing Types, which are setup in the
Charges setup windows. These values must be associated with a third party RMA
line and third party Ship line to indicate what OM line types to use, what operating
unit to associate them with, what contract entitlements apply, and so on.
5. Select the Third Party check box to create a third party ship and RMA line if a
Service Activity Billing Type is selected in the Third Party column.
You can select the third party check box and only set up an RMA line. It defaults
the RMA line at SO creation. If the third party flag is not checked, no Third party
lines will be auto-created, even if service activities are entered in the Third Party
Ship and RMA fields.

Note: A service type having third party lines can also have regular
lines, provided the Service Activity Billing Types are set up for
them in their respective columns.
6. Save your work.

After a Service Type is set up, it should have default values for the following fields:
• Service Mode
• Service Type Ref
• Business Process
• Default Service Activity Codes (Pre-Service RMA, Pre-Service Ship, Post-

Service RMA, Post-Service Ship). Default values are required only for the
applicable transaction for the Service Type.
7. Billing Types and associated Service Activity Codes (Material, Labor, Expense).
Default values are needed only if Estimates functionality is used.
Setting Up Defaulting Rules

Service types, service owner, priority and other service order values default at the time
of service order creation based on customer defined rules. The fields that default are,
Inventory Organization, RMA Receiving Organization, RMA Receiving, Subinventory,
Service Organization, Service Owner, Service Priority, Service Type, Ship from
Organization, Ship from Subinventory, and Vendor Account. Rules are based on service
item, service location, customer, contract, and the like.Defaulting rules can also be set
up for Processor, Carrier, and Disposition based on Service Type.
To Set Up Defaulting Rules

1. Navigate to the Defaulting Rules page. This page displays the summary of existing
defaulting rules.

2. To set up a new defaulting rule, click Add Another Row button.
3. Enter the values in the following fields:

• Precedence: Each rule is assigned a Precedence. Rules are evaluated in the order
of precedence - the smaller the number, the higher is the precedence. The
Precedence field accepts both positive and negative values.
• Name: Name to the defaulting rule
• Description: Description of the defaulting rule
• Entity: Defaults from the system
• Defaulted Attribute: The value of this field defaults when a defaulting rule is
applied to a service order.
• Create SO Flag
• Inventory Organization
• Job Accounting Class
• Job Inventory Organization
• Job Status
• Material Issue Sub-Inventory
• Material Transaction Reason Code
• Pick Release Rule

• Price List
• RMA Receiving Organization
• RMA Receiving Sub-Inventory
• Service Organization
• Service Owner
• Service Priority
• Service Type
• Service Warranty
• Ship From Organization
• Ship From Sub-Inventory
• Vendor Account
• Value Type: Valid list of values for Value Type are:

• Attribute: This indicates the type of value, and not the value itself. It can be
either PL/SQL, profile or a constant as specified in the setup.
• PL/SQL API: This defaults the value returned from a call to the specified
PL/SQL API to the Depot Workbench when this rule is evaluated to be true.
Note: PL/SQL API field for defaulting rules is limited to 30

characters or less.
• Profile: This defaults the value stored in the specified profile option to the
Depot Workbench when this rule is evaluated to be true. When you select
Profile as the value type, and there are multiple levels of profile setting, the
system behaves in the same way it does for other profile option selections.
4. Click the Details icon to navigate to the Update Defaulting Rule page.

This page displays the details of the defaulting rule you entered. Use this page to
specify a value for the defaulted attribute and the conditions to trigger the rule.
5. Select the Service Type to default.
6. In the Defaulting Conditions region, click Add Another Row to enter a self-
explanatory name for the condition.
Defaulting Conditions region enable you to define one or more conditions for a
defaulting rule. All the conditions must evaluate to true to execute the defaulting
rule.
7. Click Apply to save your work and navigate back to the Defaulting Rules page.
8. Click Save to save the Defaulting Rule.
9. Duplicate icon duplicates the condition.
10. To delete a defaulting rule, click the corresponding Remove icon in the Defaulting
Rules page.
Setting Up Service Bulletins

Depot Repair provides an interface to the service manager enabling him to trigger
notifications, escalations, and/or workflows based on key business events in the service
shop. The service manager can drill down to the details of critical activities to speed up
the resolution of issues, thereby increasing customer satisfaction.
To Set Up Service Bulletin

1. Navigate to the Service Bulletins page.

This page displays the existing service bulletins in a summary table. The Simple
and Advanced Search options enable you to look for a particular service bulletin.
2. Click the New Service Bulletin button to navigate to the Create Service Bulletins
page.
3. Enter the information in the following fields. The fields marked with an asterisk (*)
are mandatory:
• Name: Name of the service bulletin
• Description: Description of the service bulletin
• Type: Select the type of the service bulletin
• Workflow Process: Associate a workflow process to the service bulletin
• Frequency: Select how frequently the service bulletin is applied

Apply Once per Item Instance implies that the service bulletin is applied only
once for a particular instance. For example, you can set this frequency when an
engineering change order is applied only once and for which the same bulletin
does not need to be applied repeatedly. A bulletin with this frequency never
gets attached to Service Orders with Non-Installed Base items.
Apply Once Per Repair implies that the service bulletin is applied every time
there is a new service order.
• Mandatory: Select this checkbox to mark the service bulletin as mandatory on

the service order
• Escalation: You can define your own statuses.
• Start Date: The activation date of the service bulletin.

• End Date: The expiration date of the service bulletin.
Note: If the dates field is left blank, it implies that the service
bulletin is always active.
4. In the Service Codes region, click Add Another Row to define the service codes for
the service bulletin.
5. You can add one or more attachments to a service bulletin using the Attachments
region. Click Add Attachment to navigate to the Add Attachment page.
Note: You can add a File, URL, or Text as an attachment.
6. The Rules region enables you to define multiple rules to associate to the service
bulletin. Click Add Another Row to define rules.
7. Click the Details link in the Rules region to navigate to the Update Service Bulletin
Rule page.
8. Use the Conditions region to define conditions for the rule. Click Add Another Row
to enter the condition.
A rule can have multiple conditions and all the conditions are evaluated to hold
true for the rule to apply.

9. Click the Details link to navigate to the Update Rule Condition page.
10. Enter the required rule conditions and click Apply.
11. Navigate back to the Create Service Bulletin page and click Publish.
Note: Once you publish the service bulletins, it becomes read only.
You can only modify the start and end dates.
Setting Up Statuses, Status Transitions, and Service Type Transitions

In Oracle Depot Repair, you can monitor and record the progress of a service order
through states and statuses. You associate statuses to service types through record
status transitions, where a transition is defined with a Current and a Next status. The
status change of service orders is then controlled by these status transitions.
Statuses in Earlier Releases of Oracle Depot Repair

In earlier releases of Oracle Depot Repair, only SO statuses existed to categorize service
order progress. There were four seeded SO statuses - Draft, Open, Hold, Closed - and
they were not extensible.
This concept has been extended to allow statuses to be defined within states. The current
states correspond to the earlier statuses. What you can now do is to define many lower-
level statuses within the new states.
Terminology
State
A state describes the high level condition of a service order. There are four seeded states
in Oracle Depot Repair: Draft, Open, Hold, Closed, and they are not extensible.
Status
A status describes the more detailed mode or condition of a service order. Each status is
associated with one and only one state. Each state can be associated with many statuses.
Each status associated with a state inherits the limitations that are associated with that
state. Statuses associated with Hold or Closed states restrict users as to what operations
they can perform in Oracle Depot Repair. For more information, see Constraints on
User Operations, page 4-26.
You can create as many statuses as you want.
Note: The Draft state is a special case, and has one status, Draft. Both
the Draft status and the Draft state are used by the system only. For

example, you cannot associate any of your own statuses to the Draft
state.
Service Order Status Transitions

A Service Order Status Transition is the definition of two service order statuses, the
Current Status and the Next Status. For each service type, you must define a start status
and one or more service status transitions: these transitions determine the only
allowable status transitions for the given service type.
You associate a service status to a service type only through the status transitions; that
is, by specifying it either as a Start status, or a Current or Next status of a status
transition pair.
Service Type Transitions
The same status can be defined for several different service types.
In this situation, when a service order status has been defined as associated to other
service types, and your service order has the appropriate common status, you can
update the service type of the service order to any of the other service types.
For example, you can define a status of In Repair for the service type Repair and Return
and also Loaner, Repair and Return. The service type of a service order, whose service
type is currently Repair and Return and whose status is In Repair, can be updated to
Loaner, Repair and Return.
Note: Service Type Transitions do not add, delete, nor default any
logistic lines. After a service type transition is performed on a service
order, you must perform manual adjustments to your logistic lines, if
your organization processes require this.
Constraints on User Operations

If a status is associated with the Open state, setting that status for a service order
imposes no constraints for users performing Oracle Depot Repair operations.
If the status is associated with the Hold state, the following are the actions that you
cannot perform for a service order in that status:
• Update a Service Order, other than change the Status
• Select or change the Default Contract field on the Coverage window launched
through the menu path Tools > Coverage
• Create, update, submit, or book logistics lines
• Create a job

• Perform Material or Complete Job Transactions
• Create or update tasks
• Split a service order
• Update counters
If the status is associated with the Closed state, the following are the only actions that
you can perform for a service order in that status:
• Update the Service Order Status
• View and update Notes
• View Configuration, from the Details tab
• Send and view messages, from the Data menu option
• View Coverage and Contracts
• Enter Task Debrief
• View and Refresh Jobs
• Print estimates
• View the current workflow
Overview of Status and Transition Setup Processes

This section consists of the following topics:
• Creating the Status Lookup, page 4-26
• Associating the Status to a State, page 4-26
• Adding a Status Transition to a Service Type, page 4-26
• Creating a Service Type Transition, page 4-26
Creating the Status Lookup

You must first create a service status lookup.
Steps
1. From the Depot Repair Navigator, use the following path to open the Service

Statuses Lookup window:
Depot Repair > Setup > Service Statuses
2. Add a new record, with values for Code and Meaning.
3. You can also add values for Description, Tag, and Effective From and To dates.
4. To allow activation of the status, ensure that the Enabled check box is set
5. Save your work.
Associating the Status to a State

You must associate each status that you create with a State of Open. Hold, or Closed.
There are limitations on the operations that can be performed on a service order set to a
Status associated with either the Hold or the Closed State. For details, see Constraints
on User Operations, page 4-26.
Important: After you have associated a Status with a State, you cannot
update that association.
Important: You can delete non-seeded Status-State associations, but you

should do so with great care. Service orders whose latest status resulted
from a deleted Status-State association may be corrupted.

Steps
1. From the Depot Repair Navigator, use the following path to open the Service Order
Status Set-Up window:
Depot Repair > Setup > Service Order Status Set-Up
2. Select the Status and State.
3. Optionally enter a Description.
4. Save your work.
Adding a Status Transition to a Service Type

In order to make use of statuses in service orders, you must associate your statuses with
at least one service type - through a status transition. For each service type, you must
also specify a start status.
You can associate a service status to several service types, by including it in the status
transitions of each service type.
A status transition defines the Current and Next statuses that are to be allowed for the
service orders of a given service type.
Steps
1. If you are not already in the Service Types window, then, from the Depot Repair
Navigator, use the following path:
2. Select a Service Type and click Service Order Status Transitions.

3. Select a Start Status.
4. For each status transition, perform the following in the Rule area:
• Select a Current Status and a Next Status.
• Optionally select a Workflow that is to initiated when the service order status
changes from the Current to the Next status.
• Optionally check Require Reason, if you want to make it mandatory for a status
changer to enter a reason at the time of status change.
• Optionally check Capture Activity, if you want changing to the Next status to
result in the creation of a viewable Activity.
• Optionally enter a Description.
5. For each status transition, select the transition and, in the Allow Responsibilities
area, either select the check box "Allow all responsibilities" or select individual
responsibilities for which the status transitions are allowed.
6. For each status transition, select the transition and optionally select one or more
milestones.
Service Start or Service End are seeded milestones provided by Oracle Depot Repair
to help businesses indicate for any given Service Type as to which statuses in that
flow mark the beginning and end points for that metric. These milestones help to
measure and report how long it takes for a business to complete a repair.

Select Service Start or Service End as milestones for any transition to display the
metrics for a service order in the Technician Portal. The earliest Service Start time
and the latest Service End time, taken at the times of the status transitions, are
recorded for the service order, and appear as Key Performance Indicators in the
Debrief Report tab of the Technician Portal. Users can create and add other
milestones for tracking and reporting.
7. Save your work.
Creating a Service Type Transition

Service type transitions are possible only when a service order status is associated with
more than one service type. Defining a service type transition allows users to switch the
service type of a service order, when the service order status is a status common to the
service types.
Important: Service type transitions do not add, delete, nor default any
logistic lines. After a service type transition is performed on a service
order, you must perform manual adjustments to your logistic lines, if
your organization processes require this
Steps
1. If you are not already in the Service Types window, then, from the Depot Repair
Navigator, use the following path:
2. Select a Service Type and click Service Type Transitions.

The From Service Type field shows the current service type.
3. For each service type transition, perform the following in the Rule area:
• Select a Common Status and a To Service Type.
• Optionally check Require Reason, if you want to make it mandatory for a

service type changer to enter a reason at the time of service type change.
• Optionally check Capture Activity, if you want changing to the new service
type to result in the creation of a viewable Activity.
4. For each service type transition, select the transition and, in the Allow
Responsibilities area, either select the check box "Allow all responsibilities" or select
individual responsibilities for which the service type changes are allowed.
5. For each service type transition, select the transition and optionally enter a

Description.
6. Save your work.
Setting Up Service Request Types for Depot Repair

Service request types help categorize your service requests. For each service request
type, you can set up service request statuses.
Each service request type can be linked to an existing Oracle Workflow process. The
workflow can be automatically launched when the service request is created (not when
it is updated) or manually launched depending on the settings you enter while defining
service request types.
You must define at least one service request type for Oracle Depot Repair use. Typically
you define one service request type called Depot Repair. However, you can use any
name for the service request type, so long as it is associated with a Business Process that
can be used in Oracle Depot Repair. See Defining Business Processes, page 4-7.
The new service request types set up for Oracle Depot Repair use and their related
statuses register as entries in the lists of values for their fields in the Service Orders
window. See the Oracle TeleService Implementation Guide for more information.
The Service Request Type window is used to link a Service Request Type to a Business
Process. The Service Request Type Depot Repair needs to be associated with the
applicable Business Process for your organization.
To Set Up Service Request Types

1. Navigate to Service Request Types window using the following path:
Service Request > Setup > Definitions >Service Requests Types
The window lists all the existing service request types.

2. Click the New toolbar button to create a blank row for defining your service request
type.
3. In the Type field, enter the name Depot Repair for the service request type.
Typically, you have one service request type called Depot Repair, but it is not
essential to have that exact name. You must have at least one service request type
that is mapped to the Depot Repair Business Process.
4. In the Business Process field, select the Business Process for which this service
request type is being created. In this case, the Business Process is Depot Repair.
5. Enter the Status Group Name, which in this case is Depot Repair.
6. Enter the effective dates for the service request type in the Start Date and End Date
fields.
7. Enter a brief description of the request type in the Description field.
8. In the Workflow field, select the Generic workflow. Do not select the Auto Launch
Workflow check box, if this workflow is selected.
9. Optionally, select from the available check boxes. Refer to the following table for
details of the actions initiated when the check boxes are selected.

Checkbox Action
Auto Launch Workflow Launches workflow automatically when the

service request is saved. Not to be used with
Oracle Depot Repair Generic Workflow.
Abort Workflow on Close Aborts workflow when service request

status is set to closed
Web Entry Makes this service request type accessible to

web entry through iSupport. Currently not
used with Oracle Depot Repair.
10. Save your work.
Setting Up Depot Repair Reason Codes

Reason Codes are values defined for the different reasons that affect the return of an
item for service.
Oracle Depot Repair provides the following seeded Reason Codes:
Code Description
ADV_EXCH Advanced Exchange
APPRV Customer Approves the RMA
EST Estimate Approved
HOLD Repair On-Hold
LOANER Loaner
PRCD RPAIR Proceed with Repair
REJECT_1 Product Unrepairable
REJECT_2 Declined Repair
REV_EST Revised Estimate Approved

Code Description
WAIT_1 Customer Contacted
WAIT_2 Awaiting Approval
You can set up the reason codes for use in your organization using the Application
Object Library: Reason Lookups window.
Note: You can define additional reason Lookup Codes using the
Lookups window. For detailed instructions, see Defining Oracle Depot
Repair Lookup Codes, page 4-47.
To Set Up Depot Repair Reason Codes

1. From the Depot Repair Navigator, use the following path to navigate to the
Application Object Library: Reason Lookups window:
Depot Repair > Setup > Reason
2. The Reason Lookups window consists of the following fields:

• Type: refers to the Lookup Type and is seeded value that the user cannot
modify

• User Name: refers to a user definable value for this Lookup Type
• Application: refers to the application that owns the reason types being defined
• Description: refers to the description of the Lookup Type
• Code: is the unique code assigned to a reason type
• Meaning: represents the meaning of the Code
• Description: refers to the description for the Code
• Tag: refers to an optional additional category hard code, and is not used by
Depot Repair
• Effective Date From: represents the first date that the Reason Code was
available and valid
• Effective Date To: represents the last date the Reason Code was available and
valid
• Enable check box: when selected, enables the use of the Reason Code while
using Oracle Depot Repair
3. Enter, or modify the values in the fields as required for use in your depot.
4. Click the Save icon on the toolbar to save your setup.
Setting Up Customer Profiles

A Customer Profile displays summarized information about the customer that is
appropriate for the service representative to know. It may contain information such as
the number of open service requests. These profile checks are flagged by appropriate
ratings and colors that provide instant visual clues to the service representative to assist
in appropriate engagement with the customer. Customer Profiles also furnish the ability
to drill down from a profile check to a detailed list, and then to the original transaction.
You can define profile checks, and combine multiple checks with complex criteria. It is
also possible to define critical customer criteria by using profile checks.
The profile engine (a concurrent program) runs periodically to check and store changes
to profile checks.
Use the Customer Profile Setup window to define the profiles based on critical
customer information that needs to be readily accessible by the service representative.
You may already have set up Customer Profile if other Oracle Service application
modules are in use at your organization.

To navigate to the Customer Profile Setup window, use the following path:
Service Requests > Setup > Customer Management > Customer Profiles
Follow these steps to setup Customer Profiles:

• Define Profile Rating Lookup Codes
• Define Profile Variables
• Define Drilldowns
• Define Profile Checks
• Define Profile Groups
• Define Dashboard Groups
• Associate Profiles with Modules
• Define Preferences
• Define Rating Labels
• Define Categories
• Run the Customer Profile Engine
For detailed instructions, refer to the Oracle TeleService Implementation Guide.

Setting Up Diagnostic Codes in Oracle Depot Repair
Oracle Depot Repair provides the ability to associate service problems with a Diagnostic
Code, and to associate the potential resolutions with a Service Code. By utilizing
Diagnostic Codes and Service Codes, users can quickly document service efforts for
customer charges and depot service history.
You make use of Diagnostic Codes and Service Codes when you process a Service
Order. If you have recorded one or more Solutions in Oracle Knowledge Management
to previous problems similar to the one in the current Service Order, then you can
examine these previous cases, and if appropriate, apply one or more of the previous
Solutions to the current Service Order.
The full setup of Diagnostic Codes and Service Codes includes setup steps in both
Oracle Depot Repair and Oracle Knowledge Management.
This section deals with the setting up of Diagnostic Codes in Oracle Depot Repair.
For details of setting up Service Codes in Oracle Depot Repair, see Setting Up Service
Codes in Oracle Depot Repair, page 4-41.
For details of setting up Diagnostic Codes and Service Codes in Oracle Knowledge
Management, see Setting Up Knowledge Management, page 2-15.
In Oracle Depot Repair, when you create a Diagnostic Code, you associate it with one or
more domains. There are two domain types, Item and Category. Each associated
domain is either an item or an item category, as defined in Oracle Inventory.
The list of values for the Category field will be a list of all item categories for the
category set selected for the profile option CSD: Default Category Set for Diagnostic
Codes and Service Codes.
Use the Diagnostic Codes window to define the Diagnostic Codes, and their associated
items or categories or both.
To Set Up Diagnostic Codes in Oracle Depot Repair

1. Navigate to Diagnostic Codes window using the following path:
Depot Repair > Setup > Diagnostic Codes
The window lists all the existing Diagnostic Codes.

2. Click the New toolbar button to create a blank row for defining your Diagnostic
Code.
3. Enter a Code and a Name for the Diagnostic Code.
4. Optionally, enter a Description for the Diagnostic Code.
5. In the Active From field, enter the date on which the Diagnostic Code is activated.
The date defaults to the current date. You can change it to any later date, but not to
a prior date.
6. Optionally, set the Active To date field.
7. Click the Depot Repair Diagnostic Codes DFF field to open the Depot Repair
Diagnostic Codes window. Add a DFF value to the diagnostic code and click the
Save.
8. Click any field in the Domains area, and if necessary, click the New toolbar button
to create a blank row for defining a domain.
9. In the Type field, select either Item or Category. from the list of values.
10. Depending on the Type, select either an Item or a Category from the list of values in
the Item or Category field respectively.
11. Click the Depot Repair Diagnostic Codes DFF field to open the Depot Repair

Diagnostic Codes window. Add DFF value to the diagnostic code and click the
Save.
12. Repeat steps 7 to 11 for as many domains as you want to associate with the
Diagnostic Code.
13. Click the Save Button to save your setup.
Setting Up Service Codes in Oracle Depot Repair

Oracle Depot Repair provides the ability to associate service resolutions with a Service
Code.
You make use of Service Codes when you process a Service Order. If you have recorded
one or more Solutions in Oracle Knowledge Management to previous problems similar
to the one in the current Service Order, then you can examine these previous cases, and
if appropriate, apply one or more of the previous Solutions to the current Service Order.
You can use Service Codes with or without Diagnostic Codes.
The full setup of Diagnostic Codes and Service Codes includes setup steps in both
Oracle Depot Repair and Oracle Knowledge Management.
This section deals with the setting up of Service Codes in Oracle Depot Repair.
For details of setting up Diagnostic Codes in Oracle Depot Repair, see Setting Up
Diagnostic Codes in Oracle Depot Repair, page 4-39.
For details of setting up Diagnostic Codes and Service Codes in Oracle Knowledge
Management, see Setting Up Knowledge Management, page 2-15.
In Oracle Depot Repair, when you create a Service Code, you can associate it with the
following:
• One or more items
• One or more item categories

The item categories belong to the category set selected for the profile option CSD:
Default Category Set for Diagnostic Codes and Service Codes.
• One or more reference bills
• One or more alternate bills
• One or more reference routings
• One or more alternate routings
• One or more task template groups

Use the Service Codes window to define the Service Codes, and their associated
elements.
To Set Up Service Codes in Oracle Depot Repair

1. Navigate to the Service Codes window using the following path:
Depot Repair > Setup > Service Codes
The window lists all the existing Service Codes.
2. Click the New toolbar button to create a blank row for defining your Service Code.
3. Enter a Code and a Name for the Service Code.
4. Optionally, enter a Description for the Service Code.
5. In the Active From field, enter the date on which the Service Code is activated.
The date defaults to the current date. You can change it to any later date, but not to
a prior date.
6. Optionally, set the Active To date field.
7. In the DFF field, enter flexfield information associated with the Service Code. The
DFF name is Depot Repair Service Codes.
8. If you want to associate the Service Code with a domain:

• Click the Domain tab, if it is not visible
• Select either Item or Category from the Type list of values
• Depending on your choice of Type, select either an Item or a Category from the
appropriate list of values.
Repeat this step for as many domains as you want to associate with the Service
Code.
9. If you want to associate a bill or routing or both to the Service Code:

• Click the Bills and Routings tab.
• Select the organization from the Org list of values.
• To associate a bill, select from the Bill Reference list of values, and if you require
an alternate bill, select also from the Bill Alternate list of values.
• To associate a routing, select from the Routing Reference list of values, and if
you require an alternate routing, select also from the Routing Alternate list of
values.
Repeat this step for as many bills and routings as you want to associate with the
Service Code.
10. If you want to associate one or more task template groups to the Service Code:
• Click the Task Template Groups tab.
• Select the task template group from the Name list of values.
This also populates the Description field.
Repeat this step for as many task template groups as you want to associate with the
Service Code.

11. Click the Save icon on the toolbar to save your setup.
Setting Up Service Code Recommendations

When you are processing high volume repairs, in the Evaluation tab of the Service
Order page, two of the screen areas are the Diagnostic Codes region and the Service
Codes region.
Any diagnostic codes and service codes defined for the same item or item category as
the service item automatically appear in their respective screen areas.
You can also get service codes added to the page if you have set up service code
recommendations in advance.
The main elements of a service code recommendation are the following:
• A name
• A service code and one of its domains
• A recommendation type of Sometimes or Always
• One or more requirements involving diagnostic codes and their domains; each
requirement mandates either the existence or the absence of a diagnostic code and
one of its domains
For example, if an examination of past services leads you to the conclusion that the
service code S7 will always be useful when diagnostic code D1 is present and diagnostic
code D99 is absent, you could set up a service code recommendation whose main
elements are as follows (assume that all domains are the same as the service item):
• Recommendation Name: S7_D1Y_D99N
• Recommendation Type: Always
• Service Code: S7

• Diagnostic Requirement 1: Must Have D1
• Diagnostic Requirement 2: Must Not Have D99
Service code recommendations are used in the Service Order page, as follows:
1. You click the Recommend Services button.
2. The system checks all the diagnostic codes in the Diagnostic Codes region against
all the requirements of the service code recommendations.
3. If all the requirements of one or more recommendations are fulfilled, the

corresponding service code or codes are added to the Service Codes region.
Any service code added from a recommendation whose Type is Always will be marked
as Applicable and disabled, so that any jobs generated from the Service Codes region
will include the bills and routings associated with that service code.
For details, select from the following:
1. Querying Service Code Recommendations, page 4-44
2. Adding Service Code Recommendations, page 4-44
Querying Service Code Recommendations

1. Open the Service Code Recommendations window using the following navigation
path: Depot Repair > Setup > Service Code Recommendations
The window shows the existing service code recommendations.
2. Select a recommendation to see its diagnostic code requirements at the foot of the
screen:
3. Optionally, click the Update icon for a recommendation to update it.
4. For a new recommendation, click Add Recommendation, page 4-44.

Adding Service Code Recommendations
1. Enter a Name for the recommendation.
2. Select a Recommendation Type, of Sometimes or Always.
3. Optionally, select a Start and End Date.
4. Select a Service Code.

From the list of values, select the entry with the item or category domain that you
want to associate with the recommendation. This is the domain that will be
compared with the service order item domain, to try to find a match when you click
Recommend Services in the Service Order page.
5. You can create one or more entries in the Diagnostic Requirements area.
For each diagnostic requirement, select the following

• Diagnostic Code
Selecting from the list of values populates the Name, Description, Domain, and
Domain Type fields.
From the list of values, select the entry with the item or category domain that
you want to associate with the recommendation. This is the domain that will be
compared with the service order item domain, to try to find a match when you
click Recommend Services in the Service Order page.
• Requirement - either Must Have or Must Not Have
6. In the process of entering the requirements, you can Remove an entry.
7. Save your work.
Defining Oracle Depot Repair Lookup Codes

You can maintain existing Lookups as well as define additional Lookups for your
shared Lookup Types.
Each Lookup has a Code, a Meaning, and a Description. Lookup Codes are not editable,
but Meanings and Descriptions are. If you make changes to a Lookup, you must log out
and then log back on before your changes take effect.
The following Lookup Types are pre-seeded in Oracle Depot Repair. For more
information, refer to Appendix B.
Lookup Type Description
CSD_APPROVAL_STATUS Repair Approval Status (Approved, Rejected)
CSD_ESTIMATE_STATUS Estimate Status (Accepted, Bid, Closed, Draft,

Hold, Rejected)
CSD_EST_BILLING_TYPE Estimate Billing Type (Expense, Labor,

Material)
CSD_EVENT Repair Event (Customer Approved, Charges

Recorded, Repair Diagnosed, Repair Job
Completed)
CSD_PRODUCT_ACTION_CODE Product Transaction Action Code for Service

Orders (Customer Item, Exchange, Loaner,
Replacement, Defective, Usable)

CSD_PROD_ACTION_TYPE Depot Service Order Product Transaction

Action Types (Return, Ship, Move In, Move
Out)
CSD_PRODUCT_TXN_STATUS Product Transaction Status (Booked, Entered,

Received etc.)
CSD_REASON Reason for current status of repair process

(Customer Approves the Estimate, Estimate
Approved, Repair On Hold)
CSD_REJECT_REASON Estimate Reject Reasons (Customer Reject,

Machine Unavailable, Resource shortage)
CSD_REPAIR_MODE Service Mode for the depot repair processes

(WIP, Tasks, None, All)
CSD_REPAIR_STATUS Service Status (Closed, Open, On Hold)
CSD_REPAIR_TYPES Depot Service Types (Advance Exchange,

Walk-In with Return and Repair etc.)
CSD_RO_TXN_STATUS Service Order Transaction Status (OM Booked,

OM Received, OM Released etc.)
CSD_UNIT_OF_MEASURE Lead Time Unit of Measure (Hour, Week,

Day)
CSD_WIP_JOB_STATUS Job Status (Released, Unreleased)
CSD_WARRANTY_STATUS Supplier Warranty Status (Rejected,

Submitted, Approved)
CSD_SOURCE_TYPE Repair BOM
CSD_DEF_ENTITY_ATTR_RO Service Owner, Ship From Sub-Inventory,

RMA Receiving Sub-Inventory, Service
Organization, Ship From Organization,
Inventory Organization, RMA Receiving,
Organization, Service Priority, Service Type,
Vendor Account

CSD_BULLETIN_TYPES Notification, Recall, Regulatory Compliance,

Soft Entitlement, ECO, Bulletin
CSD_BULLETIN_SOURCE_TYPE Rule, Manual
CSD_DEFAULTING_ENTITIES Service Order
CSD_DEFAULTING_VALUE_TYPES Attribute, PL/SQL API, Profile
CSD_RULE_TYPES Service Bulletin Rule, Defaulting Rule
CSD_RULE_OPERATORS <>, <, >, =
CSD_BULLETIN_FREQUENCY Apply Once Per Repair, Apply Once Per Item

Instance
CSD_ESCALATION_CODES New, Reopened
CSD_BULLETIN_ACTION Mark as Viewed, Mark as Unviewed
CSD_WARRANTY_VIOLATION Yes, No
CSD_REWORK Yes, No
CSD_RECALL_FLOW_STATUS Recall Flow Status (Closed, Draft, Open)
To Define Oracle Depot Repair Specific Lookup Codes

Switch to the Application Developer responsibility.
1. From the Application Developer Navigator window, use the following path to
navigate to the Applications Object Library Lookups window:
Functions (tab) > Application > Lookups > Application Object Library

2. Run a query to display the details of the Lookup Type under which you want to
define the lookup code. Several lookup types (listed above) are pre-seeded in Oracle
Depot Repair.
3. Click anywhere in the spread table. Now click the New tool bar button to open a
blank row.
4. Enter a name for the Lookup Code in the Code field. The code name is internal to
the system.
5. Enter a User Name for the Lookup Code in the meaning field. This value is
displayed in the LOV.
6. Optionally enter a description in the Description field.
7. If you want the Lookup Code to be effective only for a specific period, set the
period by selecting the Effective Dates From and To fields.
8. Verify that the Enabled check box is selected. Only enabled Lookup Codes will
appear in the List of Values.
9. Save your work.
Setting Up Oracle Depot Repair Profile Options

Profile options are changeable parameters that affect the way your application looks
and behaves. As System Administrator, you control how Oracle Depot Repair operates

by setting profile options to the values you want. You can set profile options at four
different levels: site, application, responsibility, and user. For a detailed discussion of
User Profile options, refer to the Oracle E-Business Suite Setup Guide.
When a profile option may be set at more than one level, site has the lowest priority,
superseded by application, then responsibility, with user having the highest priority.
For example, a value entered at the site level may be overridden by values entered at
any other level. A value entered at the user level has the highest priority, and overrides
values entered at any other level.
Use the System Profile Values window to set up the profile values. The following
profile options may be modified to customize Oracle Depot Repair to suit your specific
requirements.
Profile Name Default Possible Description

Value Values
(Site
Level)
CSD: Add to No Yes or No When the new item transaction is created, the
Order Num Add to Order Number is derived based on this
Within profile and CSD: Add to Order Num Within
Service Order Service Request Default.
Default
The Bulk Receiving program honors this
profile.
CSD: Add to No Yes or No When the new item transaction is created, the
Order Num Add to Order Number is derived based on this
Within profile and CSD: Add to Order Num Within
Service Service Order Default. This profile takes the
Request precedence over CSD: Add to Order Num
Default Within Service Order Default. Setting this
profile will cause it to use the order number of
the Service Request.
The Bulk Receiving program honors this

profile.
CSD: Allow No Yes or No Determines whether to allow overriding of the

Charge Charge field for Actuals lines.
Override for
Actuals

Charge Estimated Charge field for Estimate lines.
Override for
Estimates

Value Values
(Site
Level)
CSD: Allow No Yes or No Determines whether the creation of a WIP Job

Creating WIP without an RMA is allowed.
Job Without
RMA

Price Price field in the Logistics Tab. Cannot be
Override for updated by a User, only by Sysadmin. If not
Logistics set, the value is taken as No.
Lines
CSD: Yes and No When set to Yes, this profile option

Automaticall automatically clocks you in to the first
y Clock In to available operation on the first available job
Time Clock when you log into the Technician Portal or
access the Technician Portal from the Execute
Job button in the Depot Repair Workbench or
from the Work Details button in the Returns
Portal.
Note: Ensure you personalize and enable

the Work Details button in Returns Portal
Service Order Details page and the Returns
Portal Confirmation page.
If you select No for this profile, you will not be

automatically clocked in when you access the
Technician Portal.

Value Values
(Site
Level)
CSD: Prompt Never Determines whether or not you will be

Automaticall Before Automatically prompted to automatically receive items in the
y Receive Auto- Receive Logistics tab of the Depot Repair workbench. If
Items Receive you select:
Always
Automatically • Never Automatically Receive, you will not
Receive be asked to auto receive and the Oracle
Receiving forms appears.
Prompt Before
Auto-Receive • Always Automatically Receive, you will
be able to, if the items are eligible, to auto-
receive using the Auto Receive Item
popup without any prompt. If not eligible,
the Oracle Receiving forms appear to
recieve the items.
• Prompt Before Auto-Receive, you will be

asked if you would like to auto-receive
using the Auto Receive Item popup or else
the Oracle Receiving forms appear.
CSD: No Yes or No This will specify the default sub-inventory to

Automatic use when issuing materials in the Technician
Service Portal.
Bulletin
Retrieval
after Service
Order
Creation
CSD: None Yes or No If this profile is set to yes, the serial number is
Automatic automatically reserved before pick release,
Serial sparing the user from having to manually
Number reserve it using the Data->Reserve Serial
Reservation Number menu option.

Value Values
(Site
Level)
CSD: Bulk Process Process through This profile option gives you the option to
Receiving through Booking Orders create a service order with or without
Logistics Receiving automatic receiving transactions in the Bulk
Orders Process through Receive module. You can select from the
Receiving following values:
Orders
• Process through Booking Orders: Select
this value to ensure you create a service
order without running the Receiving
Transactions concurrent program
automatically.
• Process through Receiving Orders: Select

this value to ensure that you can create a
service order and run the Receiving
Transactions concurrent program
automatically to receive the service order.
CSD: No Yes or No If set to Yes, this profile calculates the Resolve

Calculate by Date starting from a specific service order
Resolve By status rather than only from service order
Date from creation.
Entitlement
Note: In addition to setting the profile
option to Yes, the Entitlement milestone
needs to be set under RO Status Transitions
Setups in order for this calculation to be
kicked off during a status change.
CSD: Close None Yes or No When set to Yes, automatically closes the
SR When All Service Request when the last Service Order is
Service closed.
orders are
Closed
CSD: Create No Yes or No If this profile set to Yes, it creates IB instance at

IB Instance at service order creation. It will not ask you
Service Order whether you want to create IB instance or not.
Creation If this profile set to NO, it will ask you whether
you want to create IB instance during creation
of service order.

Value Values
(Site
Level)
CSD: Create No Yes or No Setting this profile to Yes enables a technician

Logistics to automatically create a third party ship and
Lines for OSP RMA line on the Logistics tab whenever an
OSP operation is completed.
CSD: No Yes or No This profile option specifies the flow status that
Complete the service order will be changed to when the
Work Service complete work button is clicked.
Order Status
CSD: None Daily Conversion type to use when converting a cost

Currency conversion to the currency of an estimate charge line.
Conversion types available
Type in GL
(gl_daily_conver
sion_types)
CSD: Yes Yes or No Determines whether customer approval of the

Customer estimate is required for creating a Job.
Approval
Required
CSD: Custom None Name of the concurrent program to launch for

Estimate custom estimate reports
Report
Concurrent
Name
CSD: Custom None Name of the concurrent program to launch for

Traveler custom travelers
Concurrent
Name
CSD: Debug This profile is no longer in use. Use the FND

Level debug profile options to enable debugging.

Value Values
(Site
Level)
CSD: Default Null Yes or No This profile defaults the customer account
Actuals information in the service request header to the
Account from Default Bill To Account field in the Actuals tab
Customer on the Depot Repair Workbench. Use the
Account following values:
• Select Yes to default the customer account

information that appears in the service
request header to the Default Bill to
Account field in the Actuals tab. Upon
booking, the actual lines will be booked to
the customer account.
• Select No to default the service request's

bill-to-account information, regardless of
whether or not it is the same as the
customer account, to the Default Bill To
Account field in the Actuals tab. Upon
booking, the actual lines will be booked to
the Bill-to account.
If the profile value is null, then the default

behavior will be the same as when the profile is
set to No.
CSD: Default No Yes or No This profile option specifies the BOM resource
BOM to transact when clocking out. Before you set
Resource profile CSD: Default BOM Resource, you must
set the profile CSD: Default Repair Inventory
Org first.
CSD: Default None The default subinventory to use when

Completion completing a job in the Technician Portal
Sub-
Inventory
CSD: Default Yes Yes or No Whether or not to default the latest item
Current Item revision when completing a job in the
Revision for Technician Portal
Job
Completions

Value Values
(Site
Level)
CSD: Default Yes Yes or No Whether or not to default the latest item
Current Item revision for materials in the Technician Portal
Revision for
Material
Transactions
CSD: Default Inv.Items <Category Set> Determines the default Category Set for setting
Category Set up Diagnostic Code and Service Code
for domains.
Diagnostic
Codes and
Service
Codes
CSD: Default None < free text > Specifies the Default Country Code for phone
Country number fields.
Code (Phone)
CSD: Default None The department to default for a new operation

Department on a job in the Technician Portal if the job does
for not have a routing reference.
Operations
CSD: Default None The default employee for a resource on a job in

HR Resource the Technician Portal
CSD: Default None Any value Relationship Types Form Automatically creates
Instance- defined in instance party association to support rental
Party Install Base > flow. If the profile is set to a value, it will
Association Instance Party automatically create an association between
Type Account two parties and process repair orders and
charge lines.
Note: If the instance is not owned by the

service request customer (the instance may
be internally owned or it may be owned by
another external customer), then the code
automatically creates the relationship
between the SR customer and the item
instance. The relationship value comes from
the profile.

Value Values
(Site
Level)
CSD: Default No <Any user Specifies the Default Job Name Prefix used
Job Name entered value is while submitting a Job for creation. This profile
Prefix allowed> is applicable only when the profile CSD: Use
CSD as Job Name Prefix is set to No.
CSD: Default None Released or Determines the default Job status.

Job Status Unreleased
CSD: Default None Eligible labor Labor item to use when auto-creating estimate
Labor Item items from labor lines from tasks.
for Estimate Inventory
Line From
Tasks
CSD: Default None Yes or No If set to yes: Depot Repair workbench will to
Logistics default the Bill To and Ship To on the Logistics
Addresses to lines from the Primary Customer Account Sites
Primary for the users Operating Unit. If no primary
Customer account site can be found, then the logistics
Account Sites addresses will be defaulted from the SR bill-to
and ship-to fields. If set to no: The logistics bill
to and ship to addresses defaulted from the
bill-to and ship-to fields in the SR.
CSD: Default Yes Yes or No If this profile set to Yes, it will default the
Logistics warehouse on the logistics line. If the value set
Warehouse to NO, it will not default the warehouse on the
logistics line.
CSD: Default None 1 Any valid This will specify the default sub-inventory to
Material Sub- subinventory use when issuing materials in the Technician
Inventory Portal.

Value Values
(Site
Level)
2. Null If set to Null, users will not be required to enter

supply subinventory information in the
Technician Portal when creating the material
requirements if the supply type of operation is
push. .
Note: If the Null value is selected, users

will be required to enter supply
subinventory information during issue
transactions in the Technician Portal if the
supply type of operation is pull and
assembly pull and not push.
Note: This profile needs to have a value if

the WIP supply type is operation pull or
assembly pull and can be left as null
otherwise.
CSD: Default None All valid This profile option is the default profile used
Material Sub- subinventories for transacting materials from Technician
Inventory in a particular Portal if the item is locator controlled or the
Locator inventory subinventory is locator controlled. Use this
organization profile option to specify from where to source
and material when issuing materials to jobs.
subinventory.

Value Values
(Site
Level)
CSD: Default Null Null, Push, This profile allows a repair organization to
Material WIP Assembly Pull, specify a single supply type, generally Push,
Supply Type Operation Pull for all materials used in repairs. This overrides
setups done in the Item Master. This is
applicable for organizations that use only a
single supply type in the repair business and
do not want to have distinct setups for
manufacturing versus repair when the repair
supply type is always the same. If set, this
default supply type will be used for material
requirements manually created in the
Technician Portal or created from Estimate
lines.
Note: If the value is null, the WIP supply

type defaults from the setup in the Item
Master.
CSD: Default None All valid and This is the default pick release rule when
Pick Release active pick performing a move out action from depot in
Rule for release rules. the spares to depot flow. The usables are
Usable picked up from this subinventory and are
SubInventory staged.
CSD: None All valid and This is the default pick release rule when
Defective active pick performing a move in action to depot in the
Pick Release release rules. spares to depot flow. The defectives are picked
Rule for up from this subinventory and are staged.
Defective Sub
Inventory.
CSD: Default None Standard, etc. Determines default Pick Release Rule for
Pick Release Service Order related sales orders.
Rule for Sales
Orders
CSD: Default None < Price List > Sets the default price list for the Depot Repair
Price List application.

Value Values
(Site
Level)
CSD: Default None <List of Incident When creating Service Requests from RMA
Program Severities> lines via concurrent manager, this severity will
Created be used for the Service Request.
Service
Request
Severity
CSD: Default None <List of Incident 1. When creating new Service Requests for
Program Statuses> internal order refurbishments, this status will
Created be used for the Service Request.
Service
Request 2. When creating Service Requests from RMA
Status lines via concurrent manager, this status will
be used for the Service Request.
CSD: Default None <List of Service When creating Service Requests from RMA
Program Request Types lines via concurrent manager, this type will be
Created for Depot used for the Service Request.
Service Repair>
Request Type
CSD: Default None <List of Incident 1. When creating new Service Requests for
Program Urgencies> internal order refurbishments, this urgency
Created will be used for the Service Request.
Service
Request 2. When creating Service Requests from RMA
Urgency lines via concurrent manager, this urgency will
be used for the Service Request.
CSD: Default None List of The default Subinventory to RMA an item into
RMA subinventories from the depot workbench
Subinventory
CSD: Default Damaged Damaged Determines default Return Reason Code for
Return Product Product, etc. item transaction: RMAs.
Reason Code
for RMAs
CSD: Default Yesor Yes or No Determines whether to default line values into
Service Order the new line when you arrow down from last
for New service order line in the Depot Repair
Lines Workbench.

Value Values
(Site
Level)
CSD: Default Standard <Service Types> Determines default Service Type for new
Service Type Service Orders.
CSD: Default None <Service When creating new Service Requests for
Service Request internal order refurbishments, this severity will
Request Severity> be used for the Service Request. List of values
Severity for displays all active Service Request severities.
Internal
Service Order
CSD: Default None <Service When creating new Service Requests for
Service Request Types> internal order refurbishments, this type will be
Request Type used for the Service Request. List of values
for Internal displays all active Service Request types.
Service Order

Value Values
(Site
Level)
CSD: Default Yes Yes/No or Non- Setting this profile to Yes automatically
Service Order Serialized Only defaults the Item value that is captured on the
Item as service order as a material demand for jobs.
Material on The service order item can be seen in the
Job Materials table on the Execution tab of the
Technician Portal as soon as a job is created.
Note: When the profile CSD: Default

Service Item as Material on Job is set to Yes,
the Service Order item defaults when:
• No other jobs having the Service Order

item as a material requirement exist.
• Pre-existing jobs are not in

Released/Unreleased/On
Hold/Complete status.
Restrictions on
Released/Unreleased/On
Hold/Complete status exist as job status
can be changed using the Technician
Portal for these statuses causing a
potential serial number validation
conflict. Complete status is restricted
because users can transact materials for
completed jobs and Serial Number LOV
field must remain editable for
completed jobs.
Setting this profile to Non-Serialized Only

when repairing non-serialized items, defaults
the repair item as material demand to more
than one job. Businesses repairing non-
serialized items may require more than one job,
and this value defaults to all jobs instead of
only the first job.
Note: The Non-Serialized Only option is

only valid for businesses always repairing
only non-serialized items and not for

Value Values
(Site
Level)
business repairs for serialized items.
CSD: Default Possible values Each service order is associated with an

Service Order of any of the Inventory Org. This is used as the default value
Inventory valid defined to create new logistics lines and for reporting.
Org Inventory The profile is that value from which the default
Organizations. is derived.
CSD: Default None Service Type of service orders created through

Service Type Bulk Receiving module
for Bulk
Receiving
CSD: Default None Owner for Service Requests created through

Service Bulk Receiving module
Request
Owner for
Bulk
Receiving
CSD: Default None Severity for Service Requests created through

Request
Severity for
Bulk
Receiving
CSD: Default None Status for Service Requests created through

Request
Status for
Bulk
Receiving
CSD: Default None Summary statement for Service Requests

Service created through Bulk Receiving module
Request
Summary for
Bulk
Receiving

Value Values
(Site
Level)
CSD: Default None Service Request Type for Service Requests

Service created through Bulk Receiving module
Request Type
for Bulk
Receiving
CSD: Default None Urgency for Service Requests created through

Request
Urgency for
Bulk
Receiving
CSD: Default All service order The default service order status after the item is
Service Order flow statuses. received.
Status After
Receiving
CSD: Default Null List of the all the It is the default service order status after the
Service Order (none) service order final shipping on the logistics line.
Status After status on the
Final service order
Shipping status set-up UI
page.
CSD: Default None All valid service This profile is referred when creating service
Service request statues. request from bulk receiving screens. If this
Request profile is not set, the bulk receiving concurrent
Status for program would fail to create the service
Bulk request.
Receiving
CSD: Default None All active Default service owning organization.

Service Order service order
Organization organizations
CSD: Default None Subinventory to receive items into when using

Subinventory the Bulk Receiving module
for Bulk
Receiving

Value Values
(Site
Level)
CSD: Default None < free text > When creating Service Requests from RMA
Work lines via concurrent manager, this work
Summary for summary will be used for the Service Request.
Service
Request
CSD: Default None Yes or No Determines if the net quantity for a WIP job
WIP MRP should be defaulted to zero.If it is set to null or
Net Qty to No, then the net quantity will be set to job
Zero quantity.
CSD: Default None All defined Default accounting class used in the create job
WIP accounting functionality. Used when the jobs get created
Accounting classes for non- from all channels except Submit Jobs form.
Class standard
discrete jobs
CSD: Sets the descriptive flexfield context in the

Descriptive operations table of the Repair Execution tab in
Flexfield the Repair Technician Portal.
Context for
Technician
Portal
Operations

Descriptive materials table of the Repair Execution tab in
Context for
Technician
Portal
Materials

Descriptive resources table of the Repair Execution tab in
Context for
Technician
Portal
Resources

Value Values
(Site
Level)
CSD: This profile is no longer in use. Use the FND

Directory for debug profile options to enable debugging.
Depot Log
Files
CSD: Enable No Yes or No Setting this profile to YES enables the use of
Advanced Advanced Pricing modifiers, qualifiers, static
Pricing and dynamic pricing formulas, secondary price
lists and price breaks on Estimates and Actuals.
CSD: Enable No Yes or No Set this option to Yes to enable automatic

Auto Update update of service order status when the item is
of Service received.
Order Status
upon
Receiving
CSD: Enable Yes Yes or No Enables/disables cost fields and buttons for
Costing estimates.
CSD: Enable Yes Yes or No This determines whether the Estimate tab will
Estimates be enabled or disabled.
CSD: Enable No Yes or No Setting this profile to Yes enables the Bulk
Expected Receiving module to allow for expected
Receipts for receipts as well as unexpected receipts.
Bulk
Receiving
CSD: Enable No Yes or No Enables defaulting of values in the service

Flexfield orders flexfield. When set to yes, the create
Defaulting service order API will try to default values for
for Service the flexfield segments if anything is defined.
Orders
Flexfield
CSD: Enable None Yes or No If the user sets this option to No, the applicable
Knowledge Knowledge Management area in the
Management Diagnostics tab will be grayed out. If this
profile option is not set, Knowledge
Management will be enabled.

Value Values
(Site
Level)
CSD: Enable None Yes or No Set this profile to Yes to transfer the project and
Project and task number to sales orders from depot repair
Task for actuals.
Actuals
Note: Remove OM constraints to allow
project and task updates on booked sales
order lines.
CSD: None Oracle Report, Format for estimate reports

Estimate HTML, PDF,
Report Print RTF, TXT, XLS
Mode
CSD: Enable No Yes or No This profile enables the Sales Order hyperlink
Sales Order on the logistics tab and Actuals window.
Drill-down
CSD: Enable No Yes or No Set this profile to Yes to launch the Update
Service Service Request page from the Request Num
Request Drill- link.
down
CSD: Enable No Yes or No Set this profile to Yes to allow users to double-
Service Order click on the Repair Number in the Depot
Drill-down Workbench to drill down to the Service Order
Details OA page.
CSD: Operating Enterprise, This profile restricts your ability to query

Environment Unit Operating Unit environmental impact dashboard at an
al Impact enterprise or operating unit level.
Dashboard
Visibility
Level
CSD: None Any active This profile option defaults the Weight UOM
Environment UOM defined field in the environmental impact dashboard
al Impact with UOM Class header.
Dashboard = Weight
Default
Weight UOM

Value Values
(Site
Level)
CSD: Extend None Yes or No Set this profile to Yes to automatically extend
Resolve By the Resolve by Date based on the amount of
Date for Hold time service orders are in the hold status.
Time
CSD: None NULL This profile option determines how to

Generate regenerate and overwrite existing estimates in
Estimate Overwrite Draft the Technician Portal.
Overwrite and New
Policy Estimates Only To only regenerate an existing estimate with
the status New, select the value NULL or
Always Overwrite New Estimates Only
Overwrite
Existing To only regenerate an existing estimate with
Estimates the status New or Draft, select the value
Overwrite Draft and New Estimates Only.
To regenerate an existing estimate regardless of

the status, select the value Always Overwrite
Existing Estimates.
CSD: Import Yes Yes or No If the profile set to Yes, the import actuals from
WIP to WIP feature will only import the Net Quantity
Actuals - Net to Actuals line. If the profile set to No, it will
Quantity import the issued quantity to actuals line.
CSD: Import Null Yes When the profile is set to Yes, if any of the lines
WIP Job to in a WIP job that cannot be imported due to
Actuals Only warnings or errors, none of the lines in the WIP
If All Lines job are imported. You must correct the issues
Are and attempt to import the WIP job again. When
Successful the profile is set to No, all lines in a WIP job
that can be imported are imported even if one
or more lines fails to import.

Value Values
(Site
Level)
CSD: Import Untransac Transacted This profile determine which resources are
WIP ted Resources only added to the estimate when Generate Estimate
Resources to Resources button is used in the Technician Portal.
Estimates only Untransacted
Resources only
Transacted and
Untransacted
Resources
Do not import
Resources
CSD: Import Untransac Transacted This profile determine which materials are
WIP ted Materials only added to the estimate when Generate Estimate
Materials to Materials button is used in the Technician Portal.
Estimates only Untransacted
Materials only
Transacted and
Untransacted
Materials
Do not import
Materials
CSD: Job None 1. Auto-generate If set to 'Auto-generate job name using

Name job name using standard prefix (CSD)', the job name is auto-
Generation standard prefix generated using the standard prefix (CSD). The
Method (CSD) Job Name Prefix field defaults to 'CSD', is not
editable, and the job name will have a number
appended after 'CSD'.
2. Auto-generate If set to 'Auto-generate job name using prefix

job name using from profile option', the job name is auto-
prefix from generated using prefix from profile option. The
profile option Job Name Prefix field defaults to the value
from the profile CSD: Default Job Name Prefix,
is not editable, and the job name will be
appended by a number after the prefix.

Value Values
(Site
Level)
3. Manually If set to 'Manually enter job name', the job

enter job name name is manually entered. The Job Name
Prefix field defaults to the value from the
profile CSD: Default Job Name Prefix, is
editable, and the job name is generated exactly
as entered, with no number appended.
CSD: Launch No Yes or No If this profile set to Yes, the Change

Change Organizations Form auto launches once the
Organization Service Order form is open. If the profile set to
Form No, the Change Organizations form does not
auto launch once the service order form is
open.
CSD: None Yes or None When a user clicks the Recommend Service
Mandate Codes button in the Technician Portal, the
Service Code service codes that are recommended as Always
Recommenda will be automatically checked and disabled so
tions that the user must apply the service code when
generating jobs.
CSD: Mode Order 1. Order Details This profile option determines which Order
for Sales Details Form Management user interface will be shown
Orders Form when the user attempts to apply or release a
hold from Depair Repair's Service Order
Details page.
Select the default value Order Details Form to

launch the Order Management Sales Order
Form
2. HTML UI Select HTML UI View Order Details to launch

View Order the Sales Order Details read-only HTML page
Details
3. HTML UI Select HTML UI Update Order Details to

Update Order launch the Sales Order Details updateable
Details HTML page

Value Values
(Site
Level)
CSD: 300 <Integer value> Number of Days to rollback currency

Number of conversion when converting a cost from GL
Days to currency to currency of estimate charge line.
Rollback
Currency
Conversion
CSD: <Null> <Null> or <Any A service bulletin can be created for Number of
Number of positive integer> Services During Quality Check Period that
Days in checks to see whether an item instance has
Quality been returned multiple times within a defined
Check Period time period. This is used to ensure that neither
the item instance nor the service performed is
of low quality. Setting the Number of Days in
Quality Check Period to <null> will treat the
check period as infinite and will check for
repeat returns from the very first service record
in the database. Any positive integer value will
restrict the search to the number of days
specified.
CSD: None Any number The Return By Date on a logistics line in the
Number of Depot Repair Workbench to the current date +
days from the the number of days specified in this profile
current date option, if that logistic line's IB transaction type
to default requires a source or non-source return.
Return By
Date

Value Values
(Site
Level)
CSD: Best Decision Tree This profile option allows you to select the
Predictive Model prediction model from the following available
Analytics Naïve Bayes models:
Model Support Vector • Decision Tree
Machines
Best Model • Naïve Bayes
• Support Vector Machines
The default value for this profile option is Best

Model. If set to the default value, the
application chooses from the three available
models on the basis of whichever model
performs better and returns the highest
probabilty predictions.
CSD: 50% The value This profile specifies the threshold for which
Predictive should be a recommendations will be shown in the
Analytics percentage Technician Portal. Only recommendations with
Probability between 0% and a confidence level above the threshold will be
Threshold 100% shown.
CSD: Print Yes Yes or No Enables the generation of bulk receipt traveler
Bulk Receipt reports if the value is set to Yes.
Travelers
Note: Set CSD: Print Bulk Receipt Travelers
as Y, in addition to setting RCV: Print
Receipt Traveler profile option as Y or X.
CSD: Printer None <Printer Name> Determines printer for printing estimate report.
Name
CSD: Printer None Yes or No Determines whether a printer is required.

Required

Value Values
(Site
Level)
CSD: Price No Yes or No The service order price list derivation excludes
List the contract header if this profile set to Yes.
Derivation
Excludes
Contract
Header
CSD: Process All ship Selected ship This profile allows user to pick release all ship
Auto Pick lines in an line only / All lines in an order or selected ship line only on
Release order ship lines in an the Depot logistics tab
order
CSD: Restrict None Yes or No This profile option enables filtering by

Service Order organization in the Find Service Order form if
Search by the value is set to Yes. When the profile option
Manufacturin is set to Yes, and the user selects the Org from
g the Change Organization form, the Find
Organization Service Orders forms will filter by the
organization that was selected.
CSD: Require Yes Yes or No Makes the item and related fields required/not
Item For required in the Service Request header.
Service
Request
CSD: Read No Yes or No Set this option to Yes to view the Depot
Only Workbench in read-only mode.
Workbench
CSD: Returns None Consumer If the profile value is set as Consumer Returns,
Portal Mode Returns the user can register and login to the Returns
Portal and can view/request only assigned
returns.
Store Returns If the profile value is set as Store Returns, users

can select customer information while
requesting the returns and create new
customer records. The Store Returns user can
see all the return orders irrespective of the
which depot they might be assigned to.

Value Values
(Site
Level)
CSD: None Any number The need by date for an internal requisition is
Requisition defaulted to the current date + the number of
Lead Time days specified in this profile option.
(Days)
CSD: Service Work In Work In Determines Service Mode for Depot Repair
Mode for Process Process, Task, Processes - site level.
Depot Orders None/ Not
Applicable, All
CSD: Service None List of values List of values will display at least one value, as
Type Internal displays all Oracle Depot Repair seeds one Refurbishment
Service Order Service Types Service Type. Customer can add more Service
where Service Types with Refurbishment set for the Service
Type Ref is Type Ref and Internal Order flag checked, for
Refurbishment example, one each for Task and WIP mode. A
and Internal value for this profile is required to create
Order flag is internal Service Orders from Spares
checked. Management.
CSD: Service Technicia Technician Decides whether to use Technical Portal or

Execution n Portal Portal or WIP traditional WIP forms for performing different
Mode Forms actions like material transaction, resource
transaction, move job, complete job etc. When
this profile is set to Depot Execute Job button is
rendered in jobs tab. When its WIP, we will get
a Dropdown in the same tab with links to WIP
forms.

Value Values
(Site
Level)
CSD: Show No Yes or No When the value is Yes, another DFF field
Depot WIP appears in the Estimate Line Details window.
Transaction When viewing the generated estimate lines
Descriptive after an estimate is generated from a WIP job,
Flexfield for users can then see the DFF values from the
Estimates material/resource line of the source WIP job
that have been entered for materials and
resources in the Technician Portal. DFF values
are read-only and only viewable depending on
the value of this profile option. The DFF will
only have values if the user imports the
estimate line from WIP and only if the user has
entered DFF information in the Technician
Portal.
CSD: Show No Yes or No If set to Yes, a descriptive flexfield appears in

Service the Service Request block of the Depot Repair
Request Workbench.
Descriptive
Flexfield Note: If you set up the application to have
context sensitive service request descriptive
flexfields, then this profile must be set to
No.
CSD: None Yes or No Whether or not to automatically transfer

Transfer of ownership of an item being received through
Ownership Bulk Receiving to the Service Request customer
for Bulk
Receiving
CSD: Time None Transact Time Automatically populates the accrued time since
Clock Next Clock Resource clocking in to that operation on the Resources
Button Only table. No other materials or resources are auto-
Transactions transacted. Users will be clocked out of the
current operation and clocked into the next
operation.
Transact Time Completes the operation before clocking into

Clock Resource the next operation ( in addition to the
and Complete properties of Transact Time Clock Resource
Operation Only profile value)

Value Values
(Site
Level)
CSD: Update No Yes or No The update logistics and Shipment Update

Instance concurrent program does update the source
Number on instance number for the non serialized IB
Shipped service item on the logistics ship line if this
Lines for profile set to Yes
Non-
Serialized
Installed Base
Item
CSD: Update Stop On Stop On Error or If the profile set to Stop On Error, the update
Logistics Error Process All logistics concurrent program will stop if there
Program is any error. If the profile set to Process All, the
Error update logistics concurrent program will skill
Handling bad record and continue process the rest of the
record.
CSD: Use Yes Yes or No When set to Yes, auto-creates estimate lines
Tasks from from tasks that are linked to applicable
Knowledge solutions (even if they are not linked via a
Management service code), when you click Add Lines from
Solutions Diagnostics in the Estimate tab.
CSD: None Yes or No This will enable/disable the validation of bill-to

Validate bill- and ship-to address before opening the service
to and ship-to request in Depot Repair.
before
opening
Service
Request
CSD: View None Yes or No (A The pick release or ship confirmation shows a
Warning or null value series of messages. When this profile is set to
Confirmation evaluates to No) No, only one message will be shown.
Messages in
Logistics

Value Values
(Site
Level)
RCV: Print None Y or N or X This profile option runs the Receipt Traveler
Receipt Concurrent program automatically during
Traveler Auto-Receiving and prints the receipt traveler
report.
When set to Y, the receipt traveler report is

printed in the RDF format.
When set to X, the receipt traveler report is

printed in the XML format.
When set to No, the receipt traveler report is

not printed.
Note: When you set RCV: Print Receipt

Traveler profile as Y or X, ensure you that
you set the profile option CSD: Print Bulk
Receipt Travelers as Y.
The following profile options, though not owned by Oracle Depot Repair, provide
certain application functionality:
Profile Name Possible Values Description
Service: Default Group Profile options Service: Restricts the Service Request
Owner for Service Requests Default Group Owner for Owner List of Values
Service Requests and Service: depending on the selected
Default Group Owner Type profile value.
for Service Request both have
to be either defined or NULL
Service: Default Group Profile options Service: Restricts the Service Request
Owner Type for Service Default Group Owner for Owner List of Values
Request Service Requests and Service: depending on the selected
Default Group Owner Type profile value.
for Service Request both have
to be either defined or NULL

Service: Default Service No predefined set of values. This defaults the Service
Request Owner The value has to be specified Request Owner in the Service
during implementation. Order form.
Service: Default Service No predefined set of values. This defaults the Service
Request Owner Type The value has to be specified Request Owner Type. This
during implementation. field is not displayed in the
Service Orders form.
Service: Inventory Validation No predefined set of values. Items are validated against
Organization The value has to be specified the Organization specified by
during implementation. this profile. This is mandatory
and can usually be set to the
Master Inventory
Organization.
Service: Restrict Installed Base Yes or No If set to Yes, the Installed Base
for location validation Reference Number List of
Values will be restricted to
HZ_PARTY_SITES or
HZ_LOCATIONS.
Task Manager: Default Task The value has to be specified If a status transition rule is
Status during implementation. defined, and is mapped to the
Oracle Depot Repair
responsibility being used,
then this profile is mandatory.
This profile specifies the
default starting status for a
Task in the Tasks tab in the
Service Order form. If this
profile is not set, then when
creating a task, the status
LOV will have no values.
If no status transition rule is

mapped to the Depot Repair
Responsibility, then this
profile is not mandatory, and
the task status LOV in this
case will list all the task
statuses.
It is recommended to setup
status transition rules.

Task Manager: Default Task The value has to be specified Determines the default value
Owner during implementation. for the Task Owner field on
the Tasks tab in the Service
Orders window
Task Manager: Default The value has to be specified Determines the default Task
Priority during implementation. Priority value on the Tasks
tab.
Task Manager: Default Task The value has to be specified Determines the default Task
Type during implementation. Type on the Tasks tab in the
Service Orders window
Task Manager: Owner Type The value has to be specified Determines the default
for a Task during implementation. Owner Type for a task
selected on the Tasks tab in
the Service Orders window.
Server Timezone The value has to be specified Determines the server time
during implementation. zone, and is mandatory. This
is used in the Product
Coverage tab in the Service
Orders window to sort the
contracts by response
resolution time.
Start Menu in Quickmenu Depot Repair Quick Menu Quick Menu under the Tools
Menu in the Service Orders
window points to the menu
specified by this profile. This
profile has to be set at the
responsibility level, and must
be set to the seeded menu:
Depot Repair Quick Menu.

JTFAM: Activate Auto Yes or No or Null If the profile is set to Yes, the
Selection of Resources Assignment Manager limits
the resources to the number
of required resources for a
particular Task Type. If the
profile option is set to No or
Null, the Assignment
Manager shows all available
resources regardless of
resource requirements.
Setting Up Message Action Codes

Please refer to Oracle TeleService Implementation Guide for instructions on setting up
Message Action Codes. Message Action Codes are used to specify the type of action you
want a message recipient to take.
Setting Up Serial Reservations

Serial Reservation is done for items serialized at receipt or predefined to avoid opening
Transact Move Order screen. Depot uses group API to create batch and pick release.
Note: The Transact Move Order screen is not required to ship items that
are serialized at Sales Order Issue.
Auto-reservation takes place when the user pick releases the item, thus the serial
number is not reserved immediately after booking in Depot.
The following criteria must be satisfied for the serial reservation capability to work:
• The subinventory is specified.
• The source serial number is specified.
• The line is of type Ship or Ship Third Party.
• The item on the ship line is defined in Item Master as Reservable.
• The item on the ship line is defined in Item Master as serialized At Receipt or
Predefined.
Serial reservation is triggered when you process the pick release from the Depot
Workbench. Items are not reserved after booking.

To activate auto reservation in Depot, please check the following setups:
1. Set profile: CSD: Automatic Serial Number Reservation to Yes
2. Navigate to the Release Rules page.
3. Click the Inventory tab and set the Auto Allocate to Yes.
4. Save and close the form.
5. Navigate to the Organization Parameters page.
6. Select the Revision, Lot, Serial And LPN tab.
7. In the Serial Control region, set Allocate Serial Numbers to No.

8. Save and Close the form.
9. Navigate to the Depot Repair Workbench and open a service order with a ship line
on it.
10. In the Logistics tab, enter a Subinventory on the ship line. The selected
subinventory from which you are shipping out must be reservable. The item you
are shipping must be reservable (in the organization you are shipping out from).
For information on how to make a subinventory reservable, see: Inventory Attribute
Group, Oracle Inventory User's Guide
Setting Up Aging Threshold

Aging is defined as the amount of time from service orders creation or the amount of
time that a service order is in a specific status. Aging is related to elapsed calendar time
and not to actual service time. The unit of measure (UOM) for aging is time-bound, for
example, days, hours, minutes, and so on.

To set up aging threshold:
1. Navigate to the Aging Thresholds Setup page from the Depot Repair Setup menu.
2. Select an organization. To search for an existing aging threshold go to step 3 or

continue to step 4 to set up a new aging threshold.
3. Click Go to search for an existing aging threshold in the selected organization.
4. Click the Add Another Row button to enter aging threshold details.
5. Enter the following information:

• Inventory Org: Displays the default organization to which you belong based on
your user profile organization.
• Item Category: Select the item category. If you choose an Item Category, the
Item field is disabled.
• Item: Select the item. If you select an Item, the Item Category field is disabled.
• Description: Describes the item.
• Revision: For revision-controlled items, you can optionally specify thresholds to

specific revision number.
• Service Type: Specifies the service type for which age threshold applies.
• Status: Specifies the status to which age threshold applies.
• Age Threshold (Days) : Specifies the number of days at which a service is

considered aging. It must be a positive value (>0).
• Delete: This icon deletes an aging threshold entry.
6. Click Apply to record the new aging threshold.

A confirmation message appears on the top of the page.
Setting Up Quality Threshold

Quality thresholds setup page enables you to create item record and corresponding
quantity per day. Use quality thresholds to set how many items can be returned per
day.
To set up quality threshold:

1. Navigate to the Quality Thresholds Setup page from the Depot Repair Setup menu.
2. Select an organization. To search for an existing quality threshold go to step 3 or

continue to step 4 to set up a new quality threshold.
3. Click Go to search for an existing aging threshold in the selected organization.
4. Click the Add Another Row button to enter aging threshold details.
5. Enter the following information:

• Inventory Org: Displays the default organization to which you belong based on
your user profile organization.
• Category: Select the item category. If you choose a Category, the Item field is
disabled.
• Item: Select the item. If you select an Item, the Category field is disabled.
• Description: Describes the item.
• Revision: Active only for revision-controlled item.
• Threshold Quantity/Day: Represents the number of returns per day at which a

service is considered a quality event. It must be a positive value (>0).
• UOM: Describes the item's unit of measurement.

• Delete: This icon deletes a quality threshold entry.
6. Click Apply to record the new quality threshold.
A confirmation message appears on the top of the page.
Setting Up Defect Codes

Defect codes capture the root cause of why an item required service. Though the system
allows multiple root cause codes to be captured, most businesses will generally capture
a single main cause for reporting and analysis purposes. You can set up defect codes to
apply to all items universally or can be mapped to specific items or item categories.
Oracle Depot Repair provides a setup interface where each root cause code is linked to
specific items or item categories. On the basis of this setup, the Technician Portal
displays only the root cause codes that match the item or category of the required item.
To set up Defects Codes Lookup:

1. To populate the Defect Codes List of Values, set up the Defects Codes lookup. Use
the Application Developer responsibility and navigate to Lookups > Application
Object Library lookups.
2. Run the query type: CSD_DEFECT_CODES.
To set up defect code domains:

1. Navigate to Defect Code Domains page using the following path:
Depot Repair > Setup > Defect Code Domains
The page lists all the existing Defect Codes.
2. Click Add Another Row to create a blank row to define the new defect codes.

3. Select the new Defect Code from the list of values.
4. Select the Domain Type and the Item.
5. Repeat steps 2 to 4 for as many domains as you want to associate with the Defect
Code.
6. Click Save to save the new setup.
7. A confirmation page appears displaying that the new setup is saved.
Setting Up Recall Status

The recall statuses indicate the stage of the recall lifecycle and critical milestones. Each
status is associated with one and only one state. Each business defines its own status
and transitions.

To set up recall status:
1. Navigate to the Recall Status Setup page. The page defaults to the existing statuses.
2. The Recall Status Transitions Setup region allows you to enter various recall
statuses. Click the Add Another Row button to define new status.
3. Click the Apply button to save the new status.
Setting Up Recalls
The Recalls Setup page enables you to set up various recall options.
The Recall Options region displays the following information:
• The Service Request Defaults region contains the mandatory fields required for the
creation of Service request from the Recalls page.
• The Service Order Default region specifies the default service type to be used for the
Service Orders created via Recalls page.
• The Job Defaults region specifies the default job attributes to be used for the WIP
jobs created via Recalls.
Recall Status Transitions region enables you to perform the following actions:
1. Specify the Default Start Status for the recall.
2. Setup status transitions if any. For example, you can set up a transition from Draft
to Open. In this case, you can change the status of recall to Open only from draft.
Any other status transition is disallowed.

Additional Information: A new concurrent program named Update
Recall Metrics is created. This program is initiated from the Concurrent
Program Manager, set to perform periodic updates, or is called real-
time from the Update Recall Metrics button on the Recall page.
Setting Up Eco-Impact Threshold

The Eco-Impact Threshold Setup page enables you to setup the thresholds for:
• Percentage of Returned Units
• Percentage of Returned Weight
• Number of Units
• Weight

To facilitate the availability of data within a specific inventory organization for an entire
operating unit or for the enterprise, the system allows setting up thresholds for each of
these levels.
To define an eco-impact threshold:

1. Navigate to the Setup Eco-Impact Thresholds page. The Find Eco-Impact Threshold
region enables you to search for existing thresholds. Enter any one of the following
search criteria:
• Metric
• Disposition
• Visibility
2. Click the Go button. The thresholds matching the search criteria are displayed.
3. Click Add Another Row to define a new threshold.

4. Select a Visibility from the list.
• If you select Enterprise, both the Operating Unit and Inventory Organization
fields are not visible.
• If you select Operating Unit, the Operating Unit field is visible. You can enter
the required operating unit.
• If you select Inventory Organization, the Inventory Organization field is visible.

You can enter the required Inventory Organization.
5. Choose the appropriate Metric from the list.

• If you choose % Returned Units, the UOM field is disabled.
• If you choose % Returned Weight, the UOM field is disabled.
Note: The percentage (%) thresholds are an overall percentage

for the period queried in the returns dashboard.
• If you choose Number of Units, the UOM field is enabled.
• If you choose Weight, the UOM field is enabled.
Note: The thresholds for Number of Units and Weight are a

daily threshold.
6. Enter a Disposition. See: Setting Up Material Disposition Reasons

7. Enter the Limit. You can enter either Lower or Upper.
8. Enter the required Threshold value.
9. Click the Save button. A confirmation message appears stating that all eco-impact
thresholds have been saved.
Setting Up Region Geographies

Geography Hierarchy is a data model that lets you establish conceptual parent-child
relationships between geographies. A geography describes a boundary on the surface of
the earth. Applications extrapolate information based on this network of hierarchical
geographical relationships.
Oracle Trading Community Architecture (TCA) and other Oracle E-Business Suite
applications leverage Geography Hierarchy for various location related use such as
real-time address validation and tax calculation. The geography information is centrally
located in TCA and shared among all the applications.
Use the Geography Name Referencing process to validate and map address elements of
existing location table records against master reference geographies.
For details on how to set up Geography Hierarchy, see: Administering Geography
Hierarchy, Oracle Trading Community Architecture Administration Guide.
In addition to the TCA Geography Hierarchy setup, you can setup Regions as lookups
and map them to Geographies via Depot Repair's new Region Geography setup page.
To set up region geographies:

1. Navigate to the Region Geographies page. The Find Region Geographies region
enables you to search for existing regions and geographies.

2. Enter any one of the following search criteria:
• Region
• Geography
3. Click the Go button. The region geographies matching the search criteria are
displayed.
4. Click Add Another Row to define a new region.
5. Select a Region from the list.
6. Choose the appropriate Geography from the list to map the region.
7. Click Save to add the new region to the list.
Setting Up Return Stream Reasons

The Setup Return Stream Reasons page enables you to define which RMAs are grouped
together into each return stream. Each RMA Return Reason Code is linked with only
one single Return Stream. However, a Return Stream can be composed of many RMA
Return Reason Codes.
To set up a new Return Stream for Return Reason:

1. Navigate to the Setup Return Stream Reasons page.
2. Search for a return reason that does not have a return stream associated with it.

3. Enter the Return Stream for the searched Return Reason.
4. If you select the Put on Market Offset check box, any returns for that return reason
code is subtracted from the put on market total. If you leave the check box blank,
the returns for that return reason code will not affect put on market data.
5. Click the Save button. A confirmation message appears stating that all return
stream reasons have been saved.
Setting Up Material Disposition Reasons

The Setup Material Disposition Reasons page enables you to define which WIP Material
Transactions are grouped together into each Material Disposition. Each WIP material
transaction reason is linked with only one single Disposition. However, a Disposition
can be composed of many Material transaction reason. Currently, only WIP returns and
negative issues are counted in the disposition metrics for the Returns Dashboard.

To set up a new disposition:
1. Navigate to the Material Disposition Reasons page.
2. In the Search Material Disposition Reasons region, query the Material Transaction
Reason that does not have an associated Disposition.
3. Click the Go button.
4. Enter the Disposition Name to associate.
5. Click the Save button. A confirmation message appears stating that all material
disposition reasons have been saved.
Setting Up Internal Requisitions and Internal Sales Orders

Two key features within the Depot application automatically create internal requisitions
and internal sales orders. The first is the Request Parts button on the Technician Portal

and the second is the Internal Moves screen.
The Request Parts button will automatically create an internal requisition and internal
sales order for the parts selected on the Materials table. This enables a technician to
request the parts they need without ever leaving the Technician Portal.
The Internal Move capability allows you to move items or parts from one location to
another from a single window. The Internal Move window wraps the capabilities
provided by the Internal Requisition and Internal Sales Order modules provided by
Purchasing and Order Management. This new capability enables a single service order
to track both internal and external logistical operations. You can perform logistical
transactions without leaving the Depot Repair interface.
Prerequisites to create Internal Orders:

The following steps outline the setups required to use the Internal Requisition
functionality.
Use the responsibility: Inventory, Vision Operations (USA)
1. Navigate to Inventory > Items > Master Items to ensure that the item for which you
wish to create an internal requisition is defined in the Inventory Item Master. See:
Defining Items, Oracle Inventory User's Guide.
2. The item must be assigned to both the Source and Destination Inventory
Organizations. See: Assigning Items to Organizations, Oracle Inventory User's Guide.
3. Ensure the item is stockable (under Inventory tab in master items), Internal Ordered
(under OM tab) and has a default subinventory defined (under Receiving tab).
4. Navigate to Inventory > Setup > Organizations > Shipping Networks to create the
shipping network using the Shipping Networks window. You must select the
Internal Order Required check box for Internal Orders. See: Defining Shipping
Methods, Oracle Inventory User's Guide.
5. Navigate to Inventory > Setup > Organizations > Locations to create the location
using the Location window. The location that you create is tied to the Destination
Location in the requisition form to the Internal Customer to be used on the Sales
Order window.
Note: Internal Sales Orders will only ship if there is quantity of the
item to be shipped on hand. Ensure that there is available inventory
on hand in the source inventory organization before attempting to
ship an internal order.
See: Oracle Inventory User's Guide
Switch to responsibility: Order Management Super User, Vision Operations (USA)

1. Navigate to Customers > Standard. Create an internal customer. You can also query
for an existing internal customer.
2. Assign the location you created in Inventory setup. This association ties the
customer to the location.
3. Create a Bill To Usage record for the new internal customer.
Note: You must create the customer in the Operating Unit of the
Source Inventory Organization that is used on the Internal
Requisition.
See: Adding Customers using the Add Customer Window, Oracle Order
Management User's Guide
Switch to responsibility: Purchasing, Vision Operations (USA)

1. (Optional) Navigate to the Item Costs Summary window and query for the item for
which you wish to create an internal requisition.
2. The Item Costs Summary window shows the cost of the item to be requisitioned.
Purchasing uses this cost as the price of the item on the Internal Requisition. Note
that the item cost can be different in each inventory organization, and that the
Internal Requisition will display the item cost as defined in the source (ship from)
inventory organization.
3. Navigate to Supply Base > Sourcing Rules to setup a new sourcing rule. Select the
All Orgs radio button option.
4. In the Shipping Organization table, add a row with Type of Transfer From. For the
Org column, specify the source (ship from) inventory organization.
5. For the Shipping Method column, capture the desired shipping method.
6. Assign the newly created Source rule to the Assignment set identified by MRP:
Default Sourcing Assignment Set profile. The assignment set mentioned in this
profile is used by the PO system by default. Assign this sourcing rule at the
organization level. See: Defining Sourcing Rules, Oracle Purchasing User's Guide.
Create internal orders automatically from the Create Service Orders HTML page
1. The Internal Moves screen will automatically create an internal requisition. To also
automatically convert the internal requisition to an internal sales order, set the
profile CSD: Automatically Create Internal Order to Yes.
2. The RMA Receiving Into organization parameter of the defaulting rules engine
must be set up to derive the destination organization for the internal move orders.

3. The defaulting rules will default the value for destination organization only when
the profile CSD: Automatically Create Internal Order to Yes.
Note: Defaulting rules created for the RMA Receiving Inventory

attribute can be used in the Depot application wherever RMAs are
created. When creating defaulting rules ensure that they do not
unintentionally impact standard RMA receiving flows.
Setting Up Supplier Warranty

Oracle Depot Repair provides a setup interface to perform the following actions using
the Supplier Warranty functionality:
• Create and Edit Supplier Warranty Templates.
• Create and Edit Supplier Warranty Contracts.
• Link Supplier Warranty Contracts to Item Instances.
To create and edit supplier warranty templates:

1. Navigate to the Search Warranty Template page. This page enables you to search,
view and edit an existing warranty template as well as to view its associated
contracts. You can also use this page to create a new template or copy an existing
template.
2. To search for an existing template, enter any of the following search criteria:
• Template Name
• Vendor Name
• Template Status
• Warranty Type
• Item Number
• Item Description
• Item Status
3. Click Go to return all supplier warranty templates defined, according to the search
criteria. You can edit or view the template or navigate to the contracts if they are
available.

4. Click the Edit icon to navigate to the Update Warranty Template page for the
template that you select.
5. Click the Copy Template icon to navigate to the Create Warranty Template page.
This page defaults the information of the original template information. All fields,
counters and Items are copied.
6. Click the Contracts icon to navigate to the Search Warranty Contract page with the
template in context. This action queries all contracts based on the template. The
Contracts icon is disabled if no contracts exist for the template.
7. Click the Create button to navigate to the Create Warranty Template page. Use this
page to create a new template record.
8. Enter the following information on the header:

• Template Name: Enter a unique name for the warranty template.
• Vendor: Select the appropriate vendor from the list.
• Contract Date Calculation: Select from the following two options:

• Date: This option renders Start Date and End Date fields. During Warranty
Contract creation you are automatically presented with a predefined Start
Date for the Contract and the End Date as well.
• Period: This option renders the Period and UOM fields. During the
Warranty Contract creation, you select options that determine the start
date. This Start Date is used with the Period and UOM values to calculate
the End Date of the Contract. The Start Date value is based on either a user
defined date or it is calculated based on a historical counter value.
• Enabled: Template status. Enabled templates can be used as a basis to create

new contracts, where Non-enabled templates cannot.
• Type: Customer defined attribute during system setup that can be used to
differentiate templates.
9. Click the Details tab.
10. Enter the following information on the Details tab:
• Template Description: Add a description of the template.
• Terms and Conditions: Enter the terms and conditions of the warranty
template.
• Reaction and Resolution Time: Further description relating to the terms and

conditions.
• Service Level Agreement: Further description relating to the terms and

conditions.
• Template Start Date: Defaults to system date during Template creation. It is

used for reference and in conjunction with Template End date in order to
change the template status to Not Enabled.
• Template End Date: Does not defaults during Template creation and is not a
required attribute. It is used for reference and in conjunction with Template
Start date in order to change the template status to Not Enabled.
• Claim Labor Hours: Add a standard number of hours that can be claimed for
contracts created from this template. This will reflect in the contract and can be
used for reporting.
• Remarks: Open field for the user to document miscellaneous information.
• Attachments: Standard Oracle attachments can be added or deleted here. These

attachments can be viewed on each Contract as well when they are created.
11. Click Apply to save the information.
12. Click the Items tab. This tab allows you to define the items to which the template
can be associated and a warranty contract to be instantiated. This tab displays all
the Items that have been associated to a template. Items can be associated to one or
many templates.
13. Click the Add Warranty Items button to launch the Add Warranty Items page that
allows you to search and select multiple items.
14. To associate more items to the template, click the Add Rows button. Enter the
following item details:
• Item: Select the item you want to associate from the list values.
• Item Description: Defaults from the item you select.
• Enabled: Click the Enabled check box to allow additional Item instances to be
instantiated by generating a Warranty Contract. Leave the Enabled check box
blank to restrict the use of the Warranty Template to instantiate a contract for
this item.
• Auto Assign: Used by a concurrent program to automatically generate new

contracts, in pending status, for all enabled items as their corresponding item
instances are introduced into install base. This function automates the search

and creation of contracts for newly introduced item instances.
15. Click Apply to associate the item to the warranty.
To create and edit supplier warranties:

1. Navigate to the Search Warranty Contract page. This page enables you to search,
view and edit an existing warranty contracts.
2. To search for an existing warranty contract, enter any of the following search
criteria:
• Warranty Contract Number
• Item
• Warranty Type
• Expiration Date
• Serial Number
• Unit Configuration
• Contract Status
3. Click the Show More Search Options to display additional search criteria:
• Template Name
• Claim Number
• OSP Order Number
• Vendor Name
• Claim Status
4. Click Go. The Results region displays all the contracts defined in the warranty
contracts, according to the search criteria.
5. Select a warranty contract and click the Calculate Expiration button to recalculate
the expiration due date for a selected warranty contract.
6. Click the Warranty Contract Number link to navigate to the View Warranty
Contract page.

7. From the Results region select a warranty contract and click the Edit button to
navigate to the Update Warranty Contract page.
8. Make the required changes to the contract and click Apply to update the warranty
contract.
To link supplier warranties to item instances:

1. Navigate to the Search Warranty Instance page. This page enables you to search for
the item instance to view or define a warranty contract from a warranty template.
2. Enter any one of the following search criteria:

• Unit Configuration
• Item
• Instance Number
• Serial Number
• Lot Number
• Template Name
• Template Assigned
• No Active Contract
• Show Only Enabled Templates
• Show Only Enabled Items
3. Click Go. The Results region displays all item instances defined in install base,
according to the search criteria.
4. Click the Template Name link to navigate to the View Warranty Template page.
5. The Warranty Template for which both the Template Enabled and Item Enabled
fields are checked, the Define Warranty icon displays. Click Define Warranty icon
to navigate to the Create Warranty Contract page. All the predefined definitions are
copied to the contract instance.
Setting Up Returns Portal Parameters

The Returns Portal provides an effective and efficient way to enable customers to return
products. Customers may exchange or return products for service, testing, calibration or

trade-in credit. The Returns Portal allows customers, business partners, and retail
associates and distributors to request returns directly via a web portal.
The following table lists the Return Portal parameters and default values:
Parameter Code Name Description Default Values
CREDIT_CARD_AUT Authorize Credit Credit card N

H_REQUIRED Card authorization
required
CHANGE_IB_OWNE Change IB Ownership Change IB ownership N

RSHIP
CREATE_IB_FOR_RE Create IB Create IB for return N

T
DISPLAY_CHARGES Display Charges Display Charges N
IB_REQ_FOR_RET IB required for return Install base record N

required for return
REQ_RETURN_REAS Return reason Return reason N

ON required required
REQ_SERIAL_NUM Serial Number Serial Number N

Required Required
The system does not default Return Portal parameters and requires users to enter a
parameter code and a value for it. While you can change the parameter names and
descriptions, enter the parameter code as shown in the table. This is the internal code
and cannot be changed. The value for a parameter code must be either Y or N. To
enable a Returns Portal parameter, set the value as Y. Any other value will be treated as
N.
Note: You can use the Return Parameters page to create specific
conditions for Returns Portal parameters under which the parameter is
either Y or N. For example, you can choose to define rules for Return
Parameters and create a condition where in the parameter Display
Charges is enabled to Y only for a specific return type.
To set up returns portal parameters:

1. Navigate to the Returns Portal Parameters Page. This page displays the summary of

existing returns portal parameters.
2. Click Add Another Row to set up a new parameter.

• Parameter Name: Enter a unique name for the parameter. Parameter name
determines system behaviors for the entire business or only conditionally when
specific conditions are true.
• Description: Enter a description of the parameter.
• Value: Enter a value of the parameter. Parameters are created with values that
are enumerated list (Yes or No), integers, decimals, date times or LOVs.
4. Click Save to save the parameter.
Note: The application will only use seeded parameters. Customer-

defined parameters can be used in custom code.
5. Click the Rules icon to navigate to the Parameter Effectivity Rules page. This page
enables you to specify a set of rules that drive different parameter values based on
business conditions.

• Precedence: Each rule is assigned Precedence. Rules are evaluated in the order
• Name: Enter a unique name of the rule.
• Description: Add a description of the rule.
• Parameter Value: Parameter values are defined as enumerated lists [Yes, No],
LOVs, database table values, integers, decimals or date times.
7. Click Save to save the new parameter effectivity rule.
8. Click the Details icon to navigate to the Parameters Effectivity Rule Definition page.
This page lets you define a specific rule to determine the effectivity of a parameter
value. The rule is defined by a rule name, description, precedence and set of
conditions that determine whether the rule is true or not.

• Rule Name: Enter a unique name for the rule.

• Description: Enter the description of the rule.
• Precedence: Enter precedence. Multiple rules can have the same precedence.
However, the system stops evaluating rules as soon as it finds the first one that
is true. As a result it is recommended that you give unique precedence to each
rule.
10. Use the Effectivity Conditions region to define conditions. Click the Details icon to
navigate to the Update Effectivity Condition page. This page allows you to define a
specific rule condition that can be verified as true or false. A rule can consist of
many conditions. If any one of the conditions of a rule is false, the entire rule is
false.
• Operand: Conditions are created from a predefined list of possible operands.

These operands are system values that are queried and evaluated against truth
conditions. Operands include Return Type, Customer, Item, Item Category,
Contract, Warranty Status, Ship From Location and Return To Location.
• Operator: Choose an Operator from the available values.
• Criterion: Determine the best suitable criterion for the specific rule condition.
12. Click Apply to save the information and return to the Parameter Effectivity Rule
Definition page.
13. Click Apply on the Parameter Effectivity Rule Definition page to save the data and
return to the Returns Portal Parameters page.
Using the Return Portal for eClaims

Users can deploy the Returns Portal as an eClaims Portal for third party service
providers to log into via the Web. They can log reimbursement requests for performing
repair work on behalf of the seller. The Returns Portal can be modified using OAF
Personalization to:
• Display labels as Claim instead of Return.
• Restrict searches so partners can only view assigned orders.
• Hide data fields with any information partners should not have access to view.
The eClaims Portal uses the same DMZ architecture that allows customers and
storefronts to securely use the Returns Portal outside the seller's firewall.
Using the eClaims Portal, an authorized service partner can log in and enter a claim to

be reimbursed for repairing a customer's product by:
• Entering the customer and product information.
• Checking the customer entitlements.
• Capturing any additional information required by the seller.
• Submitting the claim.
Sellers can setup the Portal to require partners request approval before performing
repairs. After repair, the partner can capture the parts and labor required for the work,
as well as failure codes, root cause codes and any other information required by the
seller.
As the eClaims Portal uses the same schema as the Returns Portal, the claim itself is in
effect just a specific type of service order. This means that both the seller and partner
have visibility to the claim status and details, and can add notes or additional
information to facilitate collaboration and adjudication. After reviewing and approving
the claim, the parts and labor from the claim can be imported to the Actuals schema to
submit to Accounts Payable to reimburse the partner.
An eClaims system is useful for a seller relying on a network of authorized service
providers or as a dealer management system for a manufacturer relying on dealerships
to sell and service their products.
Setting Up Return Types

The Return Type Setup Page allows you to set up the Return Types that are supported
in the Returns Portal.
To set up return types:

1. Navigate to the Return Type Setup page.
2. Use the Find Return Types region to search for existing records of return types.
3. Click Add Another Row to define new return types.

• Return Type: Enter a new return type.
• Description: Enter the description of the return type.
• Service Type: Select the appropriate service type from the LOV. You can map
return types to service types.
• Context: You can link a return type to a specific Return Type DFF context that

displays a specific set of DFF attributes on the Enter Returns page. It also drives
the capture of additional information.
• Terms and Conditions: You can define Terms and Conditions that are displayed
on the Review and Submit page for that return type. This field is not
mandatory.
5. Click the Effectivity Rules icon to navigate to the Return Type Effectivity Rules
page. Use this page to set up the rules for when a return type can be used.
6. Select the Always Applies option to always display the Return Type in the Return
Type LOV on the Enter Returns page. Or, select the Applies Conditionally option to
display the Return Type in the Return Type LOV only when one or more of the
rules on this page are true.

• Precedence: Each rule is assigned Precedence. Rules are evaluated in the order
• Name: Enter a unique name for the rule.
8. Click the Details icon to navigate to the Return Type Effectivity Rule Definition
page. Use this page to define a specific rule to determine the effectivity of a Return
Type.

• Rule Name: Enter a unique rule name.
• Precedence: Multiple rules can have the same precedence. However, the system
stops evaluating rules as soon as it finds the first one that is true. It is
recommended that you give unique precedence to each rule.
10. Click the Details icon of the Effectivity Conditions region to navigate to the Update
Effectivity Condition page. Use this page to define conditions that can be verified as
true or false.
11. Enter the values on the following fields:
• Operand: Conditions are created from a predefined list of possible operands.

These operands are system values that are queried and evaluated against truth

conditions. Operands include Return Type, Customer, Item, Item Category,
Contract, Warranty Status, Ship From Location and Return To Location.
• Operator: Choose an Operator from the available values.
• Criterion: Determine the best suitable criterion for the specific rule condition.
12. Click Apply to save the data and return to the Return Type Effectivity Rule
Definition page.
13. Click Apply on the Return Type Effectivity Rule Definition page to save the
information and navigate back to the Return Type Setup page.
14. Click the Return Reasons icon on the Return Type Setup page to navigate to the
Return Type to Return Reasons Mapping page. Use this page to choose a specific set
of RMA Return Reasons to be applicable to the return type.
15. Select a Reason Code to display the same on the Return Reason LOV on the Enter
Returns page. The Reason Codes that are not selected are not displayed on the
Return Reason LOV.
16. Click Apply to save the data and return to the Return Type Setup page.
Setting Up Activity Rules

Activity rules allow a business trigger changes to the service order status or kick off a
PL/SQL API based on user activities within the Depot application. These events can
occur not just in the Depot Workbench but also the Technician Portal, Bulk Receiving
Module, and Service Manager Portal.
The Activity Rules page allows users to enter new activity rules and specify the new
service order status and PL/SQL API to call. Users can set up rules to change service
order status or run a PL/SQL API based on events that are logged in the activity log in
Depot Repair Workbench. Note however, that activity rules are driven by user action
and not activity log. The string $ROLINEID$ is to be used in repair_line_id for the
PL/SQL API. You can set up activity rules that work in conjunction with the estimate
status updated event and the estimate status generated event associated with the
Generate Estimate button in the Technician Portal.
Note: The following rule conditions can be used in addition to the

already existing conditions:
• Pre-Update Estimate Status
• Post-Update Estimate Status

To find activity rules:
You can use the Simple Search or Advanced Search capabilities in the Find Rules region
in the Activity Rules page to find an activity rule.
1. Use the following criteria to run a query on rules:
• Activity Event Type: Use this field to select from the following supported
events:
• Estimate Status Updated
• Estimate Status Generated
Note: The activities that trigger Activity Manager rules are

currently limited Estimate Status Updated, and Estimate
Generated (when the user clicks the Generate Estimate
button in the Technician Portal).
• New SO Status: Select a service order status from the list of values given in this
field.
• Rule Name: Select an existing activity rule name.
• Precedence: Select a rule name by the precedence it has been assigned.
2. Click Go. The details of the rule display in the table.

3. Click Details to update the activity rule in the Update Activity page.
4. Click Duplicate to copy and duplicate the activity rule.
5. Click Remove to remove the activity rule.
To set up activity rules:

You can use the Add Another Row functionality to enter details of a new activity rule.
1. Click the Add Another Row icon in the Rules table in the Activity Rules page.
2. Optionally, click to detach the table using the Detach Table icon.
3. Enter the following details to set up a new activity rule:

• Precedence: Enter a number to specify the precedence you would like to assign
the rule you are setting up. The lower the number , the higher precedence a rule
has compared to other rules.
• Name: Enter a name for the activity rule.
• Activity Event Type: Use this field to select from the following supported
events:

• Estimate Status Updated
• Estimate Status Generated
• New SO Status: Select a service order status from the list of values given in this
field.
• Status Change Reason: Select the reason for the status change from the list of
values.
• PL/SQL API: Enter the PL/SQL API.
4. Click Details to open the Update Activity page.
5. Click Save and Apply to create and enable the activity rule.
Managing Users
This section discusses how to handle user management issues when setting up Oracle
Depot Repair.
• Login Interfaces, page 4-112
• Roles, Responsibilities, and Permissions, page 4-112
• Creating Oracle Depot Repair Users, page 4-112

Login Interfaces
The menus that appear after login depend upon the roles and responsibilities assigned
to the log in parameters assigned to a user. Users will not be able to access Oracle Depot
Repair functionality until they have been assigned both roles and responsibilities.
Roles, Responsibilities, and Permissions

During the implementation process and throughout the life span of Oracle Depot
Repair, it will be necessary for an administrator to assign roles, responsibilities, and
permissions to users.
A role is a collection of page and function level permissions that are granted to maintain
application security. A permission is the smallest unit making up a role.
There are two types of permissions: Functional and Data Access Control (DAC).
Permissions dictate the actions that a user can perform.
Responsibilities control the presentation of menus, tabs, and screens. For example, the
responsibility Depot Repair Super User gives users a different set of menus than the
responsibility given to a technician.
Oracle Depot Repair provides Depot Repair Super User as the seeded responsibility.
Creating Oracle Depot Repair Users

A user refers to any person who needs access to Oracle Depot Repair. This includes
employees ranging from call center agents to depot planners, technicians, accountants
etc.
While you can create a number of user types, the basic procedures for defining them
remain identical. The roles and responsibilities assigned to each user type may be
different.
Creating users involves the following tasks:
• Defining responsibilities
• Defining users
• Assigning responsibilities to users
To perform these tasks, switch to the System Administrator Responsibility and navigate
to Security > Responsibility, or Security > User as the case may be, then select Define to
open the Responsibilities or Users window.
For detailed instructions on creating users, refer to the online help available from the
two windows.

Charges and Service Types Setup Example
The following examples illustrate Charges and Service Types setup for Installed Base
and Non-Installed Base trackable items. Separate Service Activities and Service Types
are required for Installed Base trackable items and non-Installed Base trackable items.
Refer to the relevant sections within this document for navigation paths and other
details.
Service Activities and Billing Types

Perform the following steps to set up Service Activities and Billing Types.
Service Activity: Return for Repair, Installed Base Trackable Item

Consider the Service Activity Return for Repair for an Installed Base trackable item.
This Service Activity will be used for returns for repair, and requires a corresponding
Installed Base Transaction Sub Type.
Perform the following set up.
Service Activity
• Service Activity: Return for Repair
• Line Category: Return
• Depot Repair Quantity Update check box: Selected
Billing Type
• Billing Type: Material
Order Management Header and Line Types

• Operating Unit: Vision Operations
• Order Type: Mixed
• Line Type: Return (Receipt)
Service Activity: Return for Repair, Non-Installed Base Trackable Item

Consider the Service Activity Return for Repair for a non-Installed Base item. This
Service Activity will be used to process returns for repair, and does not have a
corresponding Installed Base Transaction Sub Type set up.
Enter Service Activity value as Return for Repair, non-Installed Base. Set Billing Type
and Order Management Header and Line Types as detailed above for the Installed Base
item.

Service Activity: Replacement, Installed Base Trackable Item
Consider the Service Activity Replacement for an Installed Base item. This Service
Activity will be used for shipping replacements, and requires a corresponding Installed
Base Transaction Sub Type. Perform the following set up.
• Service Activity: Replacement
• Line Category: Order
• Depot Repair Quantity Update: Selected
Set up Billing Type and Order Management Header and Line Types as explained in the
first example.
Service Activity: Replacement, Non-Installed Base Trackable Item

A separate Service Activity has to be set up for Replacement of non-Installed Base
items. Set up the Replacement Service Activity for a non-Installed Base item as you did
for the Return for Repair example. This Service Activity setup does not have a
corresponding Installed Base Transaction Sub Type set up.
Service Business Processes

After defining required Service Activities and Billing Types as illustrated in the above
example, define a Service Business Process and include the required Service Activities.
Installed Base Transaction Sub Types

After defining Service Activities and Billing Types and Service Business Processes, set
up the Installed Base Transaction Sub Types as follows:
• Transaction Sub Type: Return for Repair. This Transaction Sub Type is seeded.
• Transaction Sub Type: Replacement. The Change Owner checkbox in the Source
Info region of the Transaction Sub Types window is selected when the Service
Activity is Replacement. Also select the Reference Reqd checkbox in the Non Source
Info region. The Change Owner To Status and Status fields in the Source Info region
must be populated with the values External and Replaced respectively. The Status
field in the Non Source Info region has the value EXPIRED.
Other seeded Transaction Sub Types include Ship Loaner, Return Loaner, Material
Transaction, and Ship Repaired Item. For Return for Repair, Ship Repaired Item, Ship
Loaner, and Return Loaner, the Change Owner checkbox in the Source Info region is
not selected. This is because, in these transactions, the owner does not change.

Service Types Setup
After you set up all the required Installed Base Transaction Sub Types, set up the
Service Types as follows:
You have to set up separate Service Types for Installed Base trackable items and non-
Installed Base trackable items.
Service Type: Repair and Return, Installed Base Trackable Product

Enter the following values:
• Service Type: Repair and Return
• Business Process: Depot Repair
• Service Mode: Work in Process
• Service Type Reference: Repair and Return
• Pre-Service RMA: Return for Repair
• Pre-Service Ship: (Not Applicable)
• Post-Service RMA: (Not Applicable)
• Post-Service Ship: Ship Serviced Item
• Automatically Enter and Book RMA check box: Select
If you are using the Estimates functionality, you need to set up the Billing Type and
Service Activity Codes for Material, Labor, and Expense.
• Material: Material Transaction
• Labor: Labor Transaction
• Expense: Expense Transaction
Service Type: Repair and Return, Non-Installed Base Trackable Product

• Service Type: Repair and Return, non-Installed Base
• Service Mode: Work in Process

• Service Type Reference: Repair and Return
• Pre-Service RMA: Return for Repair, non-Installed Base
• Post-Service Ship: Ship Serviced Item, non-Installed Base
• Automatically Enter and Book RMA check box: Select
If you are using Estimates functionality, you need to set up the Billing Type and Service
Activity Codes for Material, Labor, and Expense.
Note: Since estimate lines are created as Bill Only lines in Order
Management, Transaction Sub Types for the associated Service Activity
Codes are not relevant. This implies that even if a Transaction Sub Type
exists for the Service Activity Code set up for the estimate line, it is
ignored.
• Material: Material Transaction
• Labor: Labor Transaction
• Expense: Expense Transaction
Service Type: Replacement, Installed Base Trackable Product

• Service Type: Replacement
• Service Mode: None/Not Applicable
• Service Type Reference: Replacement
• Pre-Service RMA: (Not Applicable)
• Post-Service Ship: Replacement
• Automatically Enter and Book RMA checkbox: Do not select (leave unchecked)

Since Estimates may not be needed in case of Replacements, you do not have to set up
the Billing Type and Service Activity Codes for Material, Labor and Expense.
Service Type: Replacement, Non-Installed Base Trackable Product

You will need to set up a separate Service Type for Replacement of non-Installed Base
trackable items, just as you did for the Repair and Return example.
Seeded Service Types Setup

This section describes the Service Type setup summary for all the seeded Service Types.
The Service Type details can be set up as explained in the examples in the section
Service Types Setup, page 4-113.
The following table, Seeded Service Types Setup, applies to Installed Base trackable
items.
Note: For Non-Installed Base trackable items, you will need to define
separate Service Types, as illustrated in the above examples.
In the following Seeded Service Types Setup table, the Service Activities Return
Exchange, Ship Exchange, and Replacement need to be defined before they can be set
up in the Service Type form. The other Service Activities are available as seeded.
For Service Types Exchange, Advance Exchange, and Replacement, the owner of the
item is changed when the item is returned or shipped. This is specified in the Source
Info region for Transaction Sub Types Return Exchange, Ship Exchange, and
Replacement. For Transaction Sub Types Ship Exchange and Replacement, the
Reference Reqd checkbox in the Non Source Info region should be selected, so that the
warranty information is transferred to the shipped item.
Service Busines Service Service Pre Pre Post Post

Type s Mode Type Service Service Service Service
Process Referenc RMA Ship RMA Ship
e
Repair Depot Work In Repair Return - - Ship

and Repair Process and for Repaired
Return Return Repair Item
Replacem Depot None/No Replacem - - - Replacem

ent Repair t ent ent
Applicabl
e

Service Busines Service Service Pre Pre Post Post
Type s Mode Type Service Service Service Service
Process Referenc RMA Ship RMA Ship
e
Advance Depot None/No Advance Return - - Ship

Exchange Repair t Exchange Exchange Exchange
Applicabl
e
Exchange Depot None/No Exchange Return - - Ship

Repair t Exchange Exchange
Applicabl
e
Loaner Depot None/No Loaner - Ship Return -

Repair t Loaner Loaner
Applicabl
e
Loaner, Depot Work In Loaner, Return Ship Return Ship

Repair Repair Process Repair for Loaner Loaner Repaired
and and Repair Item
Return Return
Refurbish Depot Work In Refurbish - - - -

ment* Repair Process ment
Standard Depot Work In Standard - - - -

Repair Process
Note: * - For the Refurbishment Service Type, the Internal Order flag
must be set. For all the other Service Types, leave it unset.
Setting Up Transfer Install Base Ownership

The following steps facilitate setting up transfer Install Base ownership function.
To set up transfer Install Base ownership:
1. Login with the System Administrator responsibility.
2. Navigate to the Menus page.

3. Query for the CSD_CSDREPLN_MENU in the menu field.
4. In the sub menus listed, locate the menu Depot: Allow Change of IB Ownership.
5. Select the Grant check box.
6. Click Save.
7. Click OK on the message window. This notifies you about the request being
submitted to recompile the menu.
Integrating with Advanced Pricing

The Advanced Pricing integration enables various pricing features for Logistics lines,
Estimate lines, and Actual lines in the application. It enables the following Advanced
Pricing features:
• Support for Pricing Qualifiers Context: Customer, Attribute: Customer Name and
Context: Modifier List, Attribute: Pricelist
• Pricing Modifiers
• Static and Dynamic Formulae
• Secondary Pricelists
• Price Breaks

Note: Multi Currency Price List is not supported.
This integration is based on the certain assumptions:

• The Pricing Transaction Entity (PTE) for the depot repair process is ASO.
• Only automatic pricing modifiers are supported.
• Service Contracts discounts are applied after the pricing engine determines a list
price based on modifiers and/or qualifiers, as applicable.
• The current release supports line level pricing calculations only and does not apply
any header-level based pricing calculations.
• Freight and Special Charges and Sales Tax calculations are not enabled in the new
integration.
To enable the Advanced Pricing integration, follow the steps:

1. Set the value for the profile CSD: Enable Advanced Pricing to Yes. By default, the
value is set to No.
2. Set up Advanced Pricing (e.g. qualifiers, modifiers etc.) for the PTE ASO.
Note: If you do not wish to enable the additional Advanced Pricing

features, do not change any setup. By default the price calculations
behaves same as is.
Using Time Clock Bin

The Time Clock functionality enables technicians to clock in and clock out the time for a
service. The system tracks the amount of time a technician spends clocked in on a
service and automatically capture that time as a resource transaction. The Time Clock
Bin displays by default in the Technician Portal and can be personalized using the
profile option CSD: Time Clock Next Button Transactions.
You can also use the profile option CSD: Automatically Clock In to Time Clock to
automatically clock in technicians to the first available operation on the first available
job when they log into the Technician Portal or access the Technician Portal from the
Execute Job button in the Depot Repair Workbench or from the Work Details button in
the Returns Portal.
See: Setting Up Oracle Depot Repair Profile Options, page 4-50
Note: In case of prior releases that require personalization of the Time

Clock Bin, complete the following steps:
1. Turn on Self Service Personalization. Set the profile options,
Personalize Self-Service Defn and FND: Personalization Region
Link Enabled, to Yes.
2. Query any existing service order.
3. Look for Stack Layout: (MainRN) in the personalization hierarchy.
4. Look for RoTimeClockCntRN.
5. Click on personalization pencil icon.
6. Look for Content Container: Time Clock and set the Rendered
property to true at the required hierarchy scope.
7. Save the changes and return to the application.

This makes the Time Clock bin visible in the Service Order page.
Using Complete Work Button

When a service is finished, technicians perform many actions like: complete operations,
complete jobs, log labor hours, transact resources, issue materials, change service order
status, or kick off a workflow. The Complete Work button enables technicians to stop
the clock and trigger these actions automatically. The Complete Work button displays
by default in the Technician Portal.
Note: In case of prior releases that require personalization of the

Complete Work Button, complete the following steps:
1. Turn on Self Service Personalization. Set profile option, Personalize
Self-Service Defn, to Yes.
2. Query any existing service order.
3. Click on Personalize Page.
4. Click on the first personalization pencil icon on the page.
5. Look for Submit Button: Complete Work and set the Rendered
property to true at the required hierarchy scope.
6. Save the changes and return to the application.

This makes the Complete Work button visible in the Service Order
page.
Using Request Parts Button

The Request Parts button enables technicians to create a purchase requisition for one or
more items on the Materials table. See: Setting Up Internal Requisitions and Internal
Sales Orders, page 4-95
Note: In case of prior releases that require personalization of the

Request Parts Button, complete the following steps:
1. Turn on Self Service Personalization. Set profile options,
Personalize Self-Service Defn and FND: Personalization Region
Link Enabled, to Yes.
2. Query any existing service order and navigate to Service Execution

tab.
3. Go to Material region personalization page.
4. Look for Flow Layout: (SelectMtlsRN) in the personalization

hierarchy.
5. Look for Submit Button: Request Parts.
6. Click on personalization pencil icon and set the Rendered property

to true at the required hierarchy scope.
7. Save the changes.
8. Scroll down the personalization hierarchy and look for Column:

(mtlPurReqCol).
9. Click the personalization icon. Set the Rendered Property to yes at

the required level.
10. Save the changes and go back to the application.
This enables Request Parts button and the Requisition column on

the Materials table.

A
Oracle Depot Repair Public APIs
This appendix presents information on the Oracle Depot Repair public API.
This appendix covers the following topics:
• Depot Repair Public Packages
Depot Repair Public Packages

Oracle Depot Repair provides the following public APIs:
• CSD_REPAIRS_PUB
This API is the public interface for managing a service order. It allows creation of
service orders for service requests and includes the following procedures:
Procedure Name Description
CREATE_REPAIR_ORDER This procedure create a service order.
UPDATE_REPAIR_ORDER This procedure updates a service order.
• CSD_REPAIR_ACTUALS_PUB
This API is the public interface for managing a service order actual line. It allows
creation of service order actual lines for a service request and includes the following
procedures:
Oracle Depot Repair Public APIs A-1

CREATE_REPAIR_ACTUAL_LIN This procedure creates service order actual lines.

ES
UPDATE_REPAIR_ACTUAL_LI This procedure updates service order actual lines.

NES
DELETE_REPAIR_ACTUAL_LIN This procedure deletes service order actual lines.

ES
LOCK_REPAIR_ACTUAL_LINES This procedure locks service order actual lines.
• CSD_LOGISTICS_PUB
This API is the public interface for managing service logistics. It creates and updates
service logistics lines for a service order and includes the following procedures:
CREATE_DEFAULT_LOGISTICS This procedure creates default logistics lines for the service
order based on service type.
CREATE_LOGISTICS_LINE This procedure creates a new service logistics line for the
given service order.
UPDATE_LOGISTICS_LINE This procedure updates a given logistics line.
CANCEL_LOGISTICS_LINE This procedure cancels a given logistic line.
• CSD_REPAIR_ESTIMATE_PUB
This is the public interface for managing an estimate and includes the following
procedures:
CREATE_ESTIMATE_HEADER This procedure creates a new estimate header for a given

service order.
A-2 Oracle Depot Repair Implementation Guide

CREATE_ESTIMATE_LINE This procedure creates a new estimate line record under a

given estimate header.
UPDATE_ESTIMATE_HEADER This procedure updates a given estimate header.
UPDATE_ESTIMATE_LINE This procedure updates a given estimate line.
• CSD_HV_WIP_JOB_PUB
This API is the public interface for managing transactions in the Technician Portal and
includes the following procedures:
PROCESS_SAVE_MTL_TXN_DT This procedure is called to process and save material

LS transaction details.
PROCESS_SAVE_RES_TXN_DTL This procedure is called to process and save resource

S transaction details.
PROCESS_SAVE_OP_DTLS This procedure is called to process and save operations

transaction details.
CREATE_WIP_JOB This procedure creates WIP jobs.
• CSD_REPAIR_HISTORY_PUB
This API is the public interface for retrieving detailed history for a service order and
includes the following procedure:
GET_HISTORY_DETAIL This procedure is called to get history details for a service

order.
• CSD_TO_FORM_REPAIR_HISTORY_PUB
This API is the public interface for logging repair activity and includes the following
procedure:
Oracle Depot Repair Public APIs A-3

VALIDATE_AND_WRITE This procedure is called to update

CSD_REPAIR_HISTORY table.
• CSD_TO_FORM_REPAIR_JOB_PUB
This API is the public interface for managing repair jobs and includes the following
procedure:
VALIDATE_AND_WRITE This procedure is called to update the

CSD_REPAIR_JOB_XREF table.
• CSD_INTERNAL_ORDERS_PUB
This API is the public interface for managing internal move orders. It allows creation of
internal move orders and includes the following procedure:
CREATE_INTERNAL_MOVE_O This procedure creates internal move orders.

RDER
• CSD_RULES_ENGINE_PUB
This API is the public interface for managing default rules and includes the following
procedure:
GET_DEFAULT_VALUE_FROM_ This procedure is called to derive the default value from

RULE the rule.
For more details see: Oracle Integration Repository
A-4 Oracle Depot Repair Implementation Guide

B
Oracle Depot Repair Lookup Codes
This appendix presents the seeded Oracle Depot Repair lookup codes and values.
• Depot Repair Types (CSD_REPAIR_TYPES)
• Repair Type Reason (CSD_REASON)
• Repair Mode for the Depot Repair Processes (CSD_REPAIR_MODE)
• Repair Approval Status (CSD_APPROVAL_STATUS)
• Repair Status (CSD_REPAIR_STATUS)
• Repair Event (CSD_EVENT)
• Estimate Billing Type (CSD_EST_BILLING_TYPE)
• Estimate Status (CSD_ESTIMATE_STATUS)
• Estimate Reject Reasons (CSD_REJECT_REASON)
• Product Transaction Action Codes (CSD_PRODUCT_ACTION_CODE)
• Product Transaction Action Type (CSD_PROD_ACTION_TYPE)
• Product Transaction Status (CSD_PRODUCT_TXN_STATUS)
• Repair Order Transaction Status (CSD_RO_TXN_STATUS)
• Units of Measure (CSD_UNIT_OF_MEASURE)
• Repair Job Statuses (CSD_WIP_JOB_STATUS)
• Recall Flow Statuses (CSD_RECALL_FLOW_STATUS)
• Material Dispositions (CSD_MATERIAL_DISPOSITIONS)
• Return Streams (CSD_RETURN_STREAMS)
Oracle Depot Repair Lookup Codes B-1

Depot Repair Types (CSD_REPAIR_TYPES)
The following lookup values are seeded for the Service Type Refs in Oracle Depot
Repair.
Code Description Editable?
AE Advanced Exchange No
AL Loaner No
ARR Loaner, Repair and Return No
E Exchange No
R Replacement No
RF Refurbishment No
RR Repair and Return No
SR Standard Repair No
Repair Type Reason (CSD_REASON)

Service Type Reasons are values seeded for the different reasons that affect the return of
an item for service.
APPRV Customer approves the RMA No
EST Estimate approved No
HOLD Repair on hold No
REJECT_1 Product unrepairable No
REJECT_2 Declined repair No
B-2 Oracle Depot Repair Implementation Guide

REV_EST Revised estimate approved No
WAIT_1 Customer contacted No
WAIT_2 Awaiting approval No
Repair Mode for the Depot Repair Processes (CSD_REPAIR_MODE)

The following seeded lookup values are used to define the service mode used to process
a service using Oracle Depot Repair.
ALL Display all the values for No

service modes
NONE None of the modes are No

applicable
TASK JTF Tasks No
WIP Discrete Jobs in Work in No

Process module
Repair Approval Status (CSD_APPROVAL_STATUS)

Repair Approval Status lookup values are defined (seeded) to represent the acceptance
or rejection of an item's service.
Code Meaning Editable?
A Approved No
P Pending No
R Rejected No

Repair Status (CSD_REPAIR_STATUS)
The Service Order Status lookup values define whether a Service Order is open, closed,
or on hold. The following values are seeded.
C Closed No
D Draft (used in Mass RO) No
H Hold No
O Open No
Repair Event (CSD_EVENT)

Repair Event lookups are defined to represent particular events that take place in a
depot during service processing. The following values are seeded.
A Customer Approved No
CM Charges Manually Updated No

for Service Order
CONU Default Contract Updated No
CR Charges Recorded No
DIA Diagnosed No
DROC Depot Repair Owner No

Changed
ESU Estimate Status Updated No
IP Inspection Performed No

JC Job Completed No
JCA Job Completed Alert No
JCN Job Canceled No
JS Job Created No
JSA Job Submitted No
JSU Job Submitted Alert No
OA Service Order Alert No
PDC Promise Date Changed No
PS Shipment No
PSI Sales Order Completed No
R Customer Rejected No
RC Service Order Opened No
RE RMA Created No
RO Replace Order Created No
RR RMA Received No
RRI Requisition Received No
RSC Receipt Serial Number is No

different
RSCI Sales Order Alert No
SC Status Changed No
SLT Service Order Split No

SOC Sales Order Created No
SRU Service Request Status No

Updated
SSC Shipped Serial Number is No

different
TAC Task Assignee Changed No
TBR Ready to be Returned No
TC Task Created No
TOC Task Updated No
TSC Task Status Change No
Estimate Billing Type (CSD_EST_BILLING_TYPE)

Estimate Billing Type lookup values are defined to represent the type of transaction
being billed. Following are the seeded values.
E Expense No
L Labor No
M Material No
Estimate Status (CSD_ESTIMATE_STATUS)

Estimate statuses are values defined for the different states of an estimate. Following are
the seeded Estimate Status values.

ACCEPTED Estimate approved by No

customer
BID Estimate awaiting customer No

approval
CANCELLED Estimate is cancelled No
DRAFT Estimate with information but No

not ready to reveal to
customer
NEW Estimate with no information No

entered
REJECTED Estimate not approved by No

customer
Estimate Reject Reasons (CSD_REJECT_REASON)

The following lookup values are seeded to specify the reason for an estimate rejection.
CUST_REJECT Customer Rejects Estimate No
MAC_SHORTAGE Machine Not Available in No

Depot
MAT_SHORTAGE Material Shortage in Depot No
NOT_PROFITABLE Unprofitable for depot to No

repair the item
NOT_REPAIRABLE Product Beyond Repair in No

Depot
RES_SHORTAGE Resource Shortage in Depot No

Product Transaction Action Codes (CSD_PRODUCT_ACTION_CODE)
The following are the Product Transaction Action codes seeded for Depot Repair.
CUST_PROD Customer Item No
DEFECTIVES Defective Item No
EXCHANGE Item Exchange No
LOANER Loaned Item No
REPLACEMENT Replacement Item No
USABLES Usable Item No
Product Transaction Action Type (CSD_PROD_ACTION_TYPE)

The following Product Transaction Action Type lookup values are seeded in Oracle
Depot Repair.
MOVE_IN Move in defective products No
MOVE_OUT Move out usable products No
RMA Inbound transaction for No

returned product
SHIP Outbound transaction for No

Repaired Product, Loaner etc.
Product Transaction Status (CSD_PRODUCT_TXN_STATUS)

Product Transaction Statuses are lookup values defined for representing the state of
product transactions. The following values are seeded.

BOOKED Sales Order Booked No
ENTERED Created Product Txn No
RECEIVED Received against RMA No
RELEASED Sales Order Pick Released No
SHIPPED Sales Order Shipped No
SUBMITTED Charge Line Interfaced No
Repair Order Transaction Status (CSD_RO_TXN_STATUS)

Service Order Statuses are lookup values that define the different stages in Service
Order processing. The following Service Order Transaction Status values are seeded in
Oracle Depot Repair.
CHARGE_ENTERED Charge Entered No
ESTIMATE_APPROVED Estimate Approved No
ESTIMATE_REJECTED Estimate Rejected No
NEW New No
OM_BOOKED OM Booked No
OM_RECEIVED OM Received No
OM_RELEASED OM Released No
OM_SHIPPED OM Shipped No
OM_SUBMITTED OM Submitted No

WIP_COMPLETED WIP Job Complete No
WIP_SUBMITTED WIP Job Submitted No
Units of Measure (CSD_UNIT_OF_MEASURE)

The following are the seeded values for Unit of Measure for the estimated service lead
time.
DAY Day No
HR Hour No
MONTH Month No
WEEK Week No
YEAR Year No
Repair Job Statuses (CSD_WIP_JOB_STATUS)

The following lookup values are seeded for Repair Job Statuses in Oracle Depot Repair.
RELEASED Released No
UNRELEASED UnReleased No
Recall Flow Statuses (CSD_RECALL_FLOW_STATUS)

The following lookup values are seeded for Recall Flow Statuses in Oracle Depot
Repair.

CLOSED CLOSED Yes
DRAFT DRAFT Yes
OPEN OPEN Yes
Material Dispositions (CSD_MATERIAL_DISPOSITIONS)

The following lookup values are seeded for Material Dispositions in Oracle Depot
Repair.
HAZMAT Hazardous Materials No
RECOVER Recover No
RECYCLE Recycle No
REUSE Re-use No
SCRAP Scrap No
Return Streams (CSD_RETURN_STREAMS)

The following lookup values are seeded for Return Streams in Oracle Depot Repair.
CUST_CREDIT Customer Return For Credit Yes
TRADEIN Trade In Yes
TAKEBACK Takeback Yes

INT_CREDIT Internal User Return For Yes

Credit
TOOMUCH Excess and Obsolete Yes
RET_ASSETS Retired Assests Yes
RET_SPARES Retired Spares Yes
EWASTE e-Waste Yes

C
Oracle Depot Repair Update Programs
This appendix presents the Oracle Depot Repair update programs.

• Overview
• Depot Repair Receipt Update
• Depot Repair Job (WIP) Update
• Depot Repair Shipment Update
• Depot Repair Business Intelligence Update
• Depot Repair XMLP Estimate Report
• Depot Repair Purge Message Stack
Overview
The following update programs are available for Oracle Depot Repair users:
• Depot Repair Receipt Update, page C-1
• Depot Repair Job (WIP) Update, page C-3
• Depot Repair Shipment Update, page C-4
• Depot Repair Business Intelligence Update, page C-5
You can process one Service Order, or a Service Order group using these update
programs.
Depot Repair Receipt Update

The Depot Repair Receipt Update program is used to update Service Orders and create
service order history records when returns are received.
Oracle Depot Repair Update Programs C-1

Overview
Return Material Authorizations (RMA) to receive service items are created using the
Logistics tab of the Service Orders window, or through internal requisitions and
internal sales orders. RMAs are pushed into Order Management for standard
processing, and subsequently into Inventory/Receiving for inspection and receiving.
When an RMA related to a service order line is received, the program updates the total
quantity received for the service order line, and creates a service order history record.
Program Logic
The Depot Repair Receipt Update program is run when you click the Update Logistics
button in the Logistics tab for an RMA (Return) line.
Alternatively, you can run this program by either starting from the Navigator, then
following the path Depot Repair > Others > Run Requests > Single Request, or, from the
top menu in the Service Orders window, selecting the options View > Requests >
Submit a New Request.
The program logic is as follows:
1. Check if the receiving transaction process is complete for the RMA received. If not,
wait until the process is complete.
2. If the process is complete, start the Depot Repair Receipt Update program, as
described previously in this Program Logic section. This will check the receiving
record and update the Oracle Depot Repair tables.
The Depot Repair Receipt Update program picks only the receiving lines that are
actually delivered to a subinventory; for example, when inspection is stated as
mandatory for items before being received, only the items that passed inspection
and were not returned.
Dependencies
The Depot Repair Receipt Update program is dependent on the following application
modules:
• Oracle Depot Repair, Release 11i
• Oracle Purchasing, Release 11i
• Oracle Order Management, Release 11i
• Oracle Inventory, Release 11i
C-2 Oracle Depot Repair Implementation Guide

Depot Repair Job (WIP) Update
The Depot Repair Job (WIP) Update program is used to update Service Order
information in the CSD_REPAIRS and CSD_REPAIR_JOB_XREF tables, and to create
service order history records when WIP Jobs related to Oracle Depot Repair are created
or completed.
Overview
WIP Jobs for service order lines are created using the Submit Jobs window and the
Submit Jobs for Service Orders window. A given service order line can be represented
by multiple Jobs in WIP, or multiple service order lines can be grouped as a single Job.
For new WIP Jobs created, the Depot Repair Job (WIP) Update program updates the
service order line in the CSD_REPAIRS table with the quantity processed, updates the
service order line, job combination record in the CSD_REPAIR_JOB_XREF table with
the wip_entity_id of the new job and creates a Job history record for each updated
service order line, job combination record.
For WIP Jobs completed, the Depot Repair Job (WIP) Update program updates the
quantity completed in the CSD_REPAIR_JOB_XREF table. If the completed job is
associated with multiple Service Orders, the update program allocates the quantity
completed, if needed.
Program Logic
The Depot Repair Job (WIP) Update program is run in the following cases:
• When you click the Submit Jobs button in either the Submit Jobs window or in the
Submit Jobs for Service Orders window, after the program WIP Mass Load
completes successfully.
• When you click the Update Job button in the Jobs tab.

1. Click the Submit Jobs button in either the Submit Jobs window or in the Submit Jobs
for Service Orders window.
2. Complete the WIP Job by clicking the Complete Job button in the Jobs tab in the
Service Orders window.
3. Click the Update Job button on the Jobs tab.
Submit a New Request. When submitting the request, you can specify using a

parameter whether to run for a specific service order number and whether to update
Job Completion information.
Dependencies
The Depot Repair Job (WIP) Update program is dependent on the following application
modules:
• Oracle WIP, Release 11i
Depot Repair Shipment Update

The Depot Repair Shipment Update program is used to update Service Orders and
create service order history records when serviced goods are shipped and a related sales
order is generated.
Overview
Sales orders for service order line shipments are created using the Logistics tab of the
Service Orders window. The sales orders are submitted to Oracle Order Management
for processing, and are shipped by the Shipping module. The associated service order
lines in Oracle Depot Repair need to be updated with the shipped quantity. A history
record must be created to record the shipped quantity and shipped date against the
service order line.
Program Logic
The Depot Repair Shipment Update program is run when you click the Update
Logistics button in the Logistics tab for a Sales order (Ship) line.
Submit a New Request.
1. Ensure that the Interface Trip Stop concurrent program completes successfully.
2. When the Interface Trip Stop concurrent program has successfully completed, start
the Depot Repair Shipment Update program, as described previously in this
Program Logic section. This program finds the shipment record, and updates the
Oracle Depot Repair tables with the data.
C-4 Oracle Depot Repair Implementation Guide

Dependencies
The Depot Repair Shipment Update program is dependent on the following application
modules:
• Oracle Order Management, Release 11i
• Oracle Shipping Execution, Release 11i
Depot Repair Business Intelligence Update

Depot Repair Business Intelligence Update Program computes a number of business
intelligence features in the Technician Portal. This program updates the frequency of
occurrence for diagnostic codes and service codes. It also calculates the materials and
frequencies displayed in the Most Common Materials bin and calculates the resources
and frequencies displayed in the Most Common Resources bin.
Depot Repair XMLP Estimate Report

Depot Repair XMLP Estimate Report program generates a report that a service business
presents to customers to provide a list of estimated charges for performing a service.
This includes the item serviced, diagnostic codes, service codes and estimated material,
labor and expense charges.
Depot Repair Purge Message Stack

The Depot Repair Purge Message Stack program handles error/warning/informational
messages for Actuals, Estimates, and Serial Number capture. These messages are saved
in the database and then displayed. When the issue goes away, the message is deleted
by the system. However, in case the system fails to delete a message or if you want to
manually clear out the message stack, you can do it by running this concurrent
program.

D
Oracle Depot Repair Workflows
This appendix presents the Oracle Depot Repair workflows.

• Overview
• Using Workflow to Auto-close Service Orders
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.
Oracle Depot Repair comes with the following workflows:
• 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.
Oracle Depot Repair Workflows D-1

• 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.
To select a workflow for a service type:

1. Navigate to Depot Repair > Setup > Service Types.
2. Select a Service Type.
3. Click on Service Order Status Transitions.
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, page 4-26.
To select a workflow for a service bulletin:

1. Navigate to Depot Repair> Setup > Service Bulletins.
2. Enter details of Name, Description, and Type.
3. Select a workflow in the Workflow Process field from the list of values. See: Setting
Up Service Bulletins, page 4-23.
To select a workflow for a service request type:

1. Navigate to Service Request > Setup > Definitions >Service Requests Types.
2. Select a service request type.
3. Select a workflow in the Workflow field from the list of values. See: Setting Up
Service Request Types for Depot Repair, page 4-33.
Using Workflow to Auto-close Service Orders

You can use a workflow event to auto-close service orders after the repaired item is
shipped. You can create a workflow event that checks to ensure that all Service Order
logistics lines are closed and the Repair Type is Repair and Return (RR), Loaner, Repair,
and Return (LRR), etc.
D-2 Oracle Depot Repair Implementation Guide

Note: You can auto-close service order after ship line for certain service
types, i.e., repair and return. Since shipments for Advanced Exchange
Repair Types takes place prior to the return, rather than auto-close the
service order after shipment, it should be closed after completion of the
return activity.
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.
Integrating workflow events with the Order Management workflow

1. Navigate to Depot Repair > Setup > Service Types form. Note all Service Activities
(both RMA and SHIP) selected for the Service Type you will be using for this
enhancement request.
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.
4. Launch Workflow Builder.
5. Open the Depot Repair Workflow CSD:Depot Repair Processes.
6. Open OM Order Line Type.
7. Find the Processes noted in Step 3.
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:
• For Return line, integrate at Ship - Line, Manual process node.

• For Ship line, integrate at Return Receiving - Line process node.
Integrating workflow events with the Order Management workflow for advanced
exchange process
The Advanced Exchange process requires that the service order remains open after
shipment and auto-closed after return. You can modify the process above as follows:
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
D-4 Oracle Depot Repair Implementation Guide

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.

Index
key features, 1-2

A relationship management, 1-2
what is, 1-1
advanced exchange
workflows, D-1
service type, 1-4
depot repair command center
Assignment Manager
setting up, 3-2
integration with, 1-8
Depot Repair Workbench
about, 1-2
B
Bills of Material, integration with, 1-8 E
business process flows, 1-7
eClaims, 4-105
estimate
C
in service process, 1-1
Charges, integration with, 1-8 in service resolution management, 1-2
Contracts, integration with, 1-8 logistics and maintenance, 1-7
counter, history issues, 1-8 exchange
Counters, integration with, 1-8 service type, 1-4
customer
data store, about, 1-2 F
management, about, 1-2
Field Service, integration with, 1-8
profile, 1-2
profile, engine, 1-8
profile, integration, 1-8 G
Customer Care, integration with, 1-8 General Ledger, integration with, 1-8
Customer Profile, integration with, 1-8
H
D history
depot repair counter issues, 1-8
loading data, 3-4 detailed service, 1-2
setup and configuration steps, 3-2 HRMS, integration with, 1-8
Depot Repair
customer management, 1-2 I
Index-1
Install Base, integration with, 1-8
integration with other Oracle modules, 1-8 P
internal service operation business flow, 1-7
Pricing, integration with, 1-8
Inventory, integration with, 1-8
profile
invoice
customer, 1-2
about, 1-1
Purchasing, integration with, 1-8
create with loaner, 1-5
repair and return, 1-2
R
use with Order Management, 1-8
iSupport, integration with, 1-8 Receivables, integration with, 1-8
refurbishment service type, 1-5
J relationship management, about, 1-2
repair and return
job
service type, 1-2
management, tasks, 1-2
replacement
management, WIP, 1-2
service type, 1-5
Resource Manager, integration with, 1-8
K return materials authorization. See RMA., 1-2
Knowledge Management Returns Portal
database, about, 1-2 eClaims, 4-105
integration with, 1-8 RMA
Charges, 1-8
L completion of line, 1-7
loaner, 1-5
labor
loaner, repair, and return, 1-4
charging and invoicing, 1-1
Order Management, 1-8
log using the Deport Report Report, 1-8
transfer for invoicing, 1-7
loading data
depot repair, 3-4 S
loaner serial number
about invoicing customer, 1-5 changes to, 1-8
repair and return service type, 1-2 Serial Reservations
service type, 1-5 setup, 4-81
logistics maintenance service
with call center business flow, 1-7 detail history of, 1-2
without call center business flow, 1-7 invoice customer, 1-8
invoicing with repair and, 1-2
N service request
access knowledge repository, 1-8
Notes, integration with, 1-8
builder, 1-3
in business flow, 1-7
O
internal service operations, 1-7
Order Management key management processes, 1-2
integration with, 1-8 log, 1-2
invoice customer, 1-8 management, about, 1-2
open, 1-2
Index-2
service resolution management, 1-2
service type
about, 1-2
advanced exchange, 1-4
exchange, 1-4
loaner, 1-5
loaner, repair and return, 1-2
processing, 1-2
refurbishment, 1-5
replacement, 1-5
return only repair, 1-6
standard, 1-5
third party repair, 1-5
setting up
depot repair command center, 3-2
setup and configuration steps
depot repair, 3-2
standard service type, 1-5
status
change replaced product, 1-5
query order, 1-2
T
task
job management, 1-2
Task Manager, integration with, 1-8
W
WIP
job management, 1-2
Workflows
selecting a workflow, D-1
using workflow to auto-close service orders,
D-2
Work in Process
integration with, 1-8
See also WIP., 1-2
Index-3

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Oracle® Depot Repair

Part No. E48963-17

Copyright © 2002, 2022, Oracle and/or its affiliates.

Primary Author: Sujata Patnaik

Send Us Your Comments

1 Introduction to Oracle Depot Repair

3 Oracle Depot Repair Command Center Setup

4 Oracle Depot Repair-Specific Setup Steps

A Oracle Depot Repair Public APIs

B Oracle Depot Repair Lookup Codes

C Oracle Depot Repair Update Programs

D Oracle Depot Repair Workflows

Oracle Depot Repair Implementation Guide, Release 12.2

Access to Oracle Support

Related Information Sources

What is Oracle Depot Repair?

Introduction to Oracle Depot Repair 1-1

Oracle Depot Repair Key Features

• Service Request Management, page 1-2

• Service Type Processing, page 1-2

• Job Management, page 1-2

• Service Resolution Management, page 1-2

Oracle Depot Repair Workbench

1-2 Oracle Depot Repair Implementation Guide

Service Request Management

• Searching the Oracle Knowledge Management Database

Service Request Builder

Searchable Oracle Knowledge Management Database

Service Type Processing

• Loaner, Repair and Return, page 1-2

Introduction to Oracle Depot Repair 1-3

• Advance Exchange, page 1-2

• Loaner, page 1-2

• Replacement, page 1-2

• Standard, page 1-2

• Refurbishment, page 1-2

• Third Party Repair, page 1-2

• Return Only Repair, page 1-2

Repair and Return

Loaner, Repair and Return

1-4 Oracle Depot Repair Implementation Guide

Third Party Repair

Introduction to Oracle Depot Repair 1-5

Return Only Repair

• Items are returned to stock

• Items are returned for salvage

Service Resolution Management

• Creating and approving estimates.

1-6 Oracle Depot Repair Implementation Guide

• Creating Jobs and releasing them to shop floor.

• Providing flexible options for receiving items and shipping items.

• Invoicing of final charges.

Business Process Flows

• Logistics and Maintenance without Call Center Facility, page 1-7

• Internal Service Operations, page 1-7

Logistics and Maintenance with Call Center Facility

Logistics and Maintenance without Call Center Facility

Introduction to Oracle Depot Repair 1-7

Integration with Other Oracle Modules