How To Set Up Install Base Transaction Sub-Types To Use For Return and Replacement and Advanced Replacement (Doc ID 359147.1)

Last updated on OCTOBER 11, 2016

Applies to:

Oracle Installed Base - Version 11.5.6 to 12.2.3 [Release 11.5 to 12.2]
Information in this document applies to any platform.
***Checked for relevance on 11-Oct-2016***


Goal

To guide the reader in setting up / using the appropriate Install Base transaction sub-types for a replacement scenario involving serialized items.
An important part of the replacement is that any contract for the replaced item instance should be inherited by the replacement for the remainder of  the covered period. This means the system needs a link to identify the relationship between the replaced and replacement items.

At a high level, the scenario includes these steps:
Return for Replacement

1. Ship a serialized item: X serial number: 123 to a customer - creating an instance1 with warranty contract for item: X and serial number: 123
2. Return serial number 123 for Repair or Replacement
3. Ship a replacement item: X serial number: 456 to the customer - creating an new instance2 that is inheriting the original warranty entitlements of instance1 for the remainder period
Advanced Replacement
1. Ship a serialized item: X  serial Number: 123 to a customer - creating an instance1 with warranty contract for item: X and serial number: 123
2. Ship serial number 456 to replace it before customer return SN123 to company
3. Return SN123 to company.

   


This scenario can be executed through Depot Repair, but also directly in Service Charges or even Order Management.

The solution focuses on steps 2 and 3

Solution

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