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Serial Number For The Loaner Ship Product Transaction Does Not Match With Loaner (Doc ID 402905.1)

Last updated on AUGUST 21, 2019

Applies to:

Oracle Depot Repair - Version 11.5.9 to 11.5.10.2 [Release 11.5]
Information in this document applies to any platform.

Symptoms


When Processing a Loaner, Repair and Return and attempting to book the RMA line to receive the loaner back from the customer, an error message occurs:

ERROR
Serial number for the loaner ship product transaction does not match with loaner


STEPS
The issue can be reproduced at will with the following steps:

1. Create a Service Request in the Depot Repair workbench.
2. Create Repair Order with Repair Type Repair and Return with Loaner.
3. System auto-creates four (4) transaction charge lines:
* Sales Order line for loaner
* RMA line for broken product return
* Sales Order line for repair of broken product
* RMA line to track the loaner product return
4. In the Receive/Ship tab, process the RMA and loaner sales order by confirming
that the following checkboxes/radio buttons are selected:
* Process Transaction (for loaner sales order and broken product RMA)
* Automate order processing steps through
* Enter Order
* Book Order
* Pick Release
* Ship Confirm
5. Receive the broken product.
6. After the RMA receipt has completed successfully, run Update Receiving
program from the Tools menu.
7. Inspect and diagnose the product damage. Use the Knowledge Base to search
for possible solutions.
8. Estimate the repair charges, and obtain customer approval.
If the customer accepts the repair estimate, proceed to step 10.
* If the customer rejects the revised estimate, then:
* Close the repair order.
* Close the service request.
* End this scenario.
9. Update the repair order customer approval status to Approved.
10. Manage the repair process using WIP or Tasks repair mode. For details, see Step
9 of Processing a Repair and Return.
11. In the Receive/Ship tab, process the ship order transaction by confirming that
the following checkboxes/radio buttons are selected:
* Process transaction (sales order for repaired product)
* Automate order processing steps through
* Enter Order
* Book Order
* Pick Release
* Ship Confirm
12. Click the Save icon on the toolbar to submit the repair Sales Order transaction
charge line to Order Management.
13. After the product has been shipped, run the Update Shipping program from the
Tools menu.
14. Invoice the customer for the repair.
15. Receive the RMA loaner product. In the Receive/Ship tab, process the loaner
RMA by confirming that the following checkboxes/radio buttons are selected:
* Process Transaction (for loaner RMA)
* Automate order processing steps through
* Enter Order
* Book Order
16. Issue an RMA Credit to the customer for returning the loaner product.
17. Invoice the customer for the loaner product rental charges if required.
18. Close the repair order.
19. Close the service request.



Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References

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