Siebel Field Service - Orders & Repairs (Doc ID 528066.1)

Last updated on NOVEMBER 29, 2016

Applies to:

Siebel Field Service - Version 7.7.1 SIA [18306] and later
All Platforms
Version: 7.7.1 [18306] and above
Database: Any Database
Application Server OS: Any Platform
Database Server OS: Any Database Server




Updated for Currency on 10th January 2014

Symptoms

Hi,

We are putting together a demo of the out-of-the-box field service system process in preparation for the next stage in our project. We have set up a vanilla application and are trying to understand the Orders/Repairs functionality as indicated in Bookshelf.   We are using Siebel Version 7.7.2.6 SIA [18372] for this OOB environment.

Below are the issues we're experiencing. Please advice:

ISSUE ONE:

We are trying to simulate the field service process of fixing a defective customer device and issuing a loaner in the meantime. We have created a SR with an Order of type "RMA Repair Return" (we have added this order type to the parameters of the Fulfillment component). We have added two line items to the order - the loaner and the defective customer device. We are able to ship the loaner (Order Line Item Status = Shipped) and receive the defective customer device (Order Line Item Status = Pending) from this order. Next, we have created a Repair from the Order. From there, we closed the Repair and are attempting to ship out the fixed customer device and receive back the loaner. We are able to receive the customer device, but the Order Line Item Status remains Pending. And, we are not able to fulfill the order to ship out the fixed customer device at all.

Questions:
Are we using the RMA Repair Return order type correctly?
If not, how do you correctly create a RMA Repair Return order? And, which order type should we be using?
Should we create a new order to ship out the fixed customer device and receive back the loaner?
If so, what is the order type of this second order? And, how do we close out this RMA Repair Return order?
Does the Repair object interact with the Order? Does the status of the Repair affect the behavior of the Order?
Is there any documentation that explains how to create different types of Orders, particularly RMA Advance exchange?

ISSUE TWO:

When using loaners for RMA repairs, we'd like to keep of where the loaner and customer device are. We plan to use the Account and Owner fields on the Asset to track this information. The Owner will always be the entity who owns the assets, so in the case of a loaner the Owner will be our company and for a customer device the Owner will be the customer. However, the Account field will keep track of where the asset is located currently. If the customer device is being repaired, the Account will be our company, and if the loaner is out on loan, the Account will be the customer account. We are having difficulty determining when to change the Account on the assets; there isn't a drilldown for the asset in Order, Shipping, or Receiving.

Questions:
Is this the best way to track the location of assets (loaners and customer devices)?
If so, where in the process would we change the Account on the asset? During the Repair? The Service Request?

Changes

 Query

Cause

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