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How to Create an Internal Party in CRM to accept Returns/RMAs (Doc ID 734271.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Oracle Depot Repair - Version 12.0.0 and later
Oracle Teleservice - Version 12.0.4 and later
Oracle Field Service - Version 12.0.0 and later
Information in this document applies to any platform. CSXSRISR.FMB, Service Request, Repair Orders, Debrief


This note talks about a specific step necessary for the proper processing of Returns from the below Service Modules:

1.  Customer Support -> Service Requests (Charges)

2.  Depot Repair -> Repair Orders

3.  Field Service -> Debrief Report

To properly process a return it is necessary to setup a Support Site (Service Organization) to accept this return.  To do this it is necessary to set the Service Organization up as a "Internal Party".  The party serves as a receiving entity to "own" the returned item when it enters the Service Organization.

An "External" Party (Customer) wishes to return an Item to the "Internal" Party (Service Org) and the Internal party then repairs the item and ships it back to the "External" party (or issues replacement).

At the core of all the above tools is the Charges Engine (the module that processes these returns with Service).  Without an Internal Party setup an error like the following can be thrown:



"Cannot Return an Item Instance for the Internal Party because the internal party has not been defined"

This is because the Charges Engine is attempting to set the Owner to "Internal" (as defined by the Service Activity in Installed Base Admin -> Setup -> Transaction Subtypes). This makes sense as it is a return, but now the Charges Engine needs to know what Party (again, Internal) to transfer the ownership.

The error is saying that no Internal Party has yet to be defined.  

If the items being used are IB trackable (Inventory -> Master Items -> Service tab), the Install Base Administrator -> Setups -> Install Parameters form needs to be setup with the Internal Party otherwise, this same error will be triggered.

The general rule for this is to set the internal party to the Party that is the Internal owner for your Installed Base instances.

Below are the steps to build a "Support Site" which is what is defined as internal.


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