OpenUPTIME

Workshop Admin

33
V 1
Trainer: Dean Peasley
Course written by: Dean Peasley Version 1.4 24/02/2005
 Contents
Page
Overview
Getting to Know OpenUPTIME 5
Screen 535 10
Monitoring RMA’s 17

Workshop Administration
Searching for Stock 21
Part Needs – Items in Stock 26
Part Needs – Items not in Stock 34
Holds & Releases 41
Chargeable RMA’s 46
Closing RMA’s 50
Closing RMA’s – BER Items 65

2
 Contents
Page
Parts Usage
General Info 77
Non-Serialised Parts 81
DOA Parts 87
Warranty Parts 94

Other Screens
Stock Movements 102
Useful Report Screens 111

3
 Building Information
•Health & Safety

•Fire Alarm

•Toilets

•Smoking Areas

•Mobile Phones
 Delegate Information
We want to make sure that you get the most from
your course today…

•Your printed manual is yours… use it to make notes

•For additional notes, use the notepaper provided

•Feel free to ask your trainer questions throughout the course

•Take part in group activities & practical sessions

Remember… This is YOUR course!

 Getting to Know
OpenUPTIME

6
 Logging On
 Always put your CAPS LOCK on

 Enter your login ID

e.g.
DEAN PEASLEY
First 3 Letters First 3 Letters
Login ID = DEAPEA

 Enter your Password

(Case Sensitive)

 Click OK or Press F4

To EXIT, click CANCEL or press ESC

7
 Main Menu

Select a screen by
entering the jump to
screen number and
pressing F4

Or click the relevant

action button

Buttons with
brackets either
side are
submenus

8
 Preferences

Preferences will allow you to change your OpenUptime

password and printer settings permanently

9
 Preferences

Change
Password

Printer settings
Switch between
should always be as
Printer and Screen
shown above.

10
Press F6 to save changes
 RMA Maintenance
Screen 535

11
 Screen 535
Screen 535 allows you to view, edit and update RMA’s

RMA Number

Customer

Equipment &
Serial Number

Location

Status Condition
(See appendix 1)

Engineer Allocated

Department
6
Indicates that RMA has
12
been received
 Using Screen 535
To view an existing RMA, enter the RMA number in the
Request ID Rcv field and press F3 to retrieve

13
 Viewing RMA Text
To add request text to an RMA, go to the Functions menu and
click Request Text

14
 Viewing Request Text

User who added the text

Date/time when
text was added

Updated Text

15
 Adding Request Text
To ADD a new line, Hold down SHIFT and press F11

Enter a
Text Line Code
See Appendix 2

Enter text

Press F6 to save
Use detailed & specific updates

16 Once saved, it cannot be modified or deleted.

 Assigning RMA’s
To assign an RMA to an engineer, complete the following:

Engineers number

Cfg ID/Call =
Location of
Equipment

Department
e.g. LAPTOPS, MONITORS

17
 Monitoring RMA’s
Screen 565

18
 Monitoring RMA’s
Screen 565 will allow you to search on RMA’s based on:

Serial Number
Who the RMA is
assigned to

Status Condition

19
 Monitoring RMA’s
Workshop Administration are responsible for the following
status conditions:

AP – Awaiting Parts
BE – Beyond Economical Repair
CO – Completed
CL – Closed
HO – Hold
PR – Parts Required
WA – Workshop Admin Queries

20
 Monitoring RMA’s
To monitor a specific queue, go to Screen 565 and enter the
search criteria required

Place ID = OLDBURY

e.g. to search on
all RMA’s in WA

Click FIND

Click this button to

view the RMA in
screen 535

21
 Searching for Stock
Screen 085

22
 Searching for Stock
To order a part for any RMA, you firstly need to check the
availability of stock in screen 085

Screen 085 can be accessed by going to Jump to Screen 085 or

by clicking on the Options menu and then Part Locations

23
 Stock Filter
Searches can be done by Part ID or by Location

Enter the Part number

Place ID = OLDBURYSTK

Location = GOOD

Click OK to search

24
 Stock Filter
Part Number Description Quantity AvailableLocation

For more information, click

25
 Stock – More Info
Part ID & Location Details

If the part is serialised, click

here to view Serial Numbers

Click either
Requests, Expected
Receipts or Orders
to view stock on
order

To toggle between Usable & Unusable stock, click

26
 Part Needs
Items in Stock

27
 Part Needs
Whether you are ordering the part from stock or from Purchasing, etc.
You will need to raise a PART NEEDS.

Go to the Functions menu, then click Part Need

28
 Part Needs
If you have found available stock from Oldbury (OLDBURYSTK),
you should complete the part needs as follows:

Ln Cd = CONT

Place From =
OLDBURYSTK

Location = GOOD

29
 Part Needs
Place to = OLDBURY

Location = Department
(See appendix 2)

Part Number you

want to order

The Qty Avail shows the amount of stock

available for this specific part number

30
 Part Needs
Enter the Quantity you wish to order

Click on Type

The TYPE will tell Stores where to ship the part

to, you should always choose Other Place

31 Click OK or Press F6 to continue

 Part Needs
You will then be prompted to enter a Place ID to ship to

Enter
OLDBURY here

Press F3 and the location details will appear here.

32 Press F6 to accept
 Part Needs
If this shows,
Click OK PROCEED

Your part is now on

order

Status
3 Levels:
Entered = Ordered
Picking List = Stores
are picking stock
Shipped – Stores have
shipped the stock on
system

33
 Part Needs
You must update the request text to advise what part you have
ordered, where from and who for,

Go to the Functions menu and click Request Text

Your text update must have a text line code of PART and should
be as detailed as possible

34
 Ordering Parts
Once you have ordered the part from stock, you need to change
the status condition to show that parts are on order

Status Condition
must changed to
PI

35
 Ordering
Parts Not in Stock

36
 Part Needs
Go to the Part Needs screen as normal and complete the following
fields:

Ln Cd = CONT

Place From
OLDBURY (Warranty Parts)
OLDBURYSTK
(Non-Warranty Parts)

Location
WARRANTY (Warranty Parts)
GOOD (Non-Warranty Parts)

Non-Warranty Warranty

37
 Part Needs
Place to = OLDBURY

Location = Department
(See appendix 2)

Part Number you

want to order

The Qty Avail shows the amount of stock

available for this specific part number
For orders going to Purchasing & Warranty, this should be zero
38
 Part Needs
Enter the Quantity you wish to order

Click on Type

The TYPE will tell Stores where to ship the part

to, you should always choose Other Place

39 Click OK or Press F6 to continue

 Part Needs
You will then be prompted to enter a Place ID to ship to

Enter
OLDBURY here

Press F3 and the location details will appear here.

40 Press F6 to accept
 Part Needs
If this shows,
Click OK PROCEED

This record will show

Purchasing/Warranty
what is required and
where to

41
 Part Needs
You must update the request text to advise what part you have
ordered, where from and who for,

Go to the Functions menu and click Request Text

Your text update must have a text line code of PART and should
be as detailed as possible

42
 Ordering Parts
Once you have created the Part Needs, you need to change the
status condition to pass the request to either Purchasing or Warranty

Status Condition
must changed to
one of the following:

PB if the unit is not

under warranty

WB if the unit is
under warranty

43
 Holds & Releases

44
 Understanding Holds/Releases
A HOLD event on an RMA will put the SLA clock on hold

When a RELEAS event is added, the SLA clock will start again from
where it left off

To view or add events,

go to the Details menu
from Screen 535

45
 Placing an RMA on HOLD
When you go into Events Add from the Details menu, you will
see an extra line at the bottom with a ‘MANUAL’ action

To add a HOLD event, change the Date and Time to when the
RMA should be on hold from and change MANUAL to HOLD

46
 Releasing an RMA
When should a HOLD status be released from an RMA?

 When a part that has been ordered arrives in the Workshop

 When an RMA is being closed

 When a customer has given the go-ahead for a chargeable part

47
 Releasing an RMA
When you go into Events Add from the Details menu, you will
see an extra line at the bottom with a ‘MANUAL’ action

To add a RELEAS event, change the Date and Time to when the
RMA should be released at and change MANUAL to RELEAS

48 Note: For every HOLD, there must be a RELEASE

 Chargeable RMA’s

49
 Chargeable RMA’s
If an RMA is Chargeable (not covered under contract), you must
highlight any charges in the RMA by adding a CHRG update

Always update with part numbers where possible to avoid any delay

50
 Chargeable RMA’s
ALL parts must be quoted to and authorised by the customer prior
to ordering

To order a quote,
change the Status
Condition to QR

Make sure your text is updated with details of what needs a quote!
51
 Chargeable RMA’s
ALL Chargeable RMA’s must be placed on hold as they have no SLA

To add a HOLD event, change the Date and Time to when the
RMA should be on hold from and change MANUAL to HOLD

52
 Closing RMA’s

53
 Closing an RMA
To close an RMA, you need to first add the closure details. Go to
Functions then Request Text

54
 Closing an RMA
Using a Text Line Code of COMP, enter the closure details in full

Press F6 to save

55
 Closing an RMA

Click on Details and

Events Add

56
 Closing an RMA
You need to add the following 2 events:

REPREC – This is to show when the repair was received into

DTRASH. Use the date and time from the DRCVIP event

Note: The date and

time of the unit
being received will
be the first
DRCVIP event type
listed

57 Press SHIFT & F11 to add another line

 Closing an RMA
REPENG – This is to show when the repair was assigned to the
engineer, From the yellow repair sheet or by checking the request
text, enter the date and time that the RMA was assigned to the
engineer using an event type of REPENG

58 Press F6 to save
 Closing an RMA
Change the LOCATION to one of the following:

LOAN-COMP - (for Loan Stock only)

DESPATCH – (for Customer’s Equipment)

Status Condition - CO

Tick the Usable Stock and

Repair Complete boxes

59 Click OK or Press F6 to save

 Closing an RMA
For Customer Equipment only, complete the following steps:

Go to screen 501, enter your RMA and press F3

Click on Ship Units

60
 Closing an RMA
For Customer Equipment only

Enter your method of

Shipping (e.g. Bus Post)

Click Ship Units

Note: You can view the Request Text from this screen

61
 Closing an RMA
For Customer Equipment only

Enter the Location

you are shipping the
unit from
(e.g. LOAN-COMP,
DESPATCH, etc.)

Enter the Serial Number

of the unit and press TAB

Click OK to continue

62
 Closing an RMA
For Customer Equipment only

Click Packing Slip

Press F6 to continue

63
 Closing an RMA
Finally, for all RMA’s, click on Close Request

64
 Closing an RMA
Using the yellow sheets, enter the date and time of completion

Then enter the

Engineer’s ID number
in the Person ID To field

Finally click OK to close

65
 Closing RMA’s
BER Items

66
 Closing an RMA – BER Items
To close an RMA for a BER unit, you need to first add relevant
text update details.

Go to Functions then Request Text

67
 Closing an RMA – BER Items
Using a Text Line Code of BER, enter the details in full relating to
why the unit is BER

Press F6 to save

68
 Closing an RMA – BER Items

Click on Details and

Events Add

69
 Closing an RMA – BER Items
You need to add the following 2 events:

REPREC – This is to show when the repair was received into

DTRASH. Using the first DRCVIP event, enter the date and time
that the unit was received using an event type of REPREC

70 Press SHIFT & F11 to add another line

 Closing an RMA – BER Items
REPENG – This is to show when the repair was assigned to the
engineer, From the yellow repair sheet or by checking the request
text, enter the date and time that the RMA was assigned to the
engineer using an event type of REPENG

71 Press F6 to save
 Closing an RMA – BER Items
Change the LOCATION to a BER location, e.g.

LOAN-BER - (Loan Stock only)

CUST-BER - (Customers equipment)

Status Condition - BE

Tick the Repair Complete

box only

72 Click OK or Press F6 to save

 Closing an RMA – BER Items

Go to Screen 501, enter the

RMA number and press F3 to
obtain the Field Request ID

From Screen 003, enter

the Field Request ID
and press F4

73
 Closing an RMA – BER Items

Change the Action Stts

to VISIT REQUIRED

Change the
Severity to E1

Then click on the Request Text Icon

74
 Closing an RMA – BER Items
Press SHIFT & F11 to add new text and enter a text line code
of BER

Enter the engineers repair details and ask if the unit should be
disposed of or not, then press F6 to save

This call will then appear in the Field Co-ordinators queue who will
arrange for the collection of any loan equipment onsite within the
30 day period

75
 Closing an RMA – BER Items
Finally, go back into Screen 501, enter the RMA and click on
Close Request

76
 Closing an RMA – BER Items
Using the yellow sheets, enter the date and time of completion

Then enter the

Engineer’s ID number
in the Person ID To field

Finally click OK to close

77
 Parts Usage

78
 Parts Usage & RMA’s

Part Usage Screen

This is used to record all parts that have been used on an RMA.
A parts usage record must be created for all parts that are
replaced whether another RMA is needed or not as the system
still needs to adjust the stock levels based on parts used

RMA’s

Return Materials Authorisation. An engineer must have an RMA

number in order to return items under warranty back to Compaq.
By creating an RMA from the Parts Usage screen, you will not
have to create a manual RMA for Warranty Returns
79
 Non-Serialised Parts
For all non-serialised parts,
enter the Part Line Code
PU = Contract RMA’s
CHRG = Chargeable Parts

Enter the Stock Location

Place ID and Location

Enter the Part number that

the engineer has used in the
PART ID box

Enter the amount used in the

QTY Box
Keep pressing TAB

80 NOTE: Use your TAB button to move around this screen

 Non-Serialised Parts
If you keep pressing TAB to move around the
screen, you will see this message:

Click Proceed to
save parts usage

81
 Non-Serialised Parts
If you see either of these messages, the part has not been
booked to the car stock location and you must not continue
with this process, refer the problem to Mandy Groutage

ALWAYS click NO or STOP

82
 Non-Serialised Parts
You will then be returned to the Part Usage screen below:
The Part Usage lines that have been completed will be
highlighted in blue

83
 Using Another Part?
To use another part, click NEW and record the 2nd part details as normal

84
 DOA Parts

85
 DOA Parts
Dead On Arrival parts must be recorded on the part
usage screen as per any normal part.

There are various reasons why a part could be classed as DOA:

 If an engineer reports an item as being defective

 If the part is damaged in transit by a courier

 If the part ordered from an external supplier arrives DOA

NB: If a part is DOA, the text on the RMA MUST be

updated accordingly

86
 DOA Parts
DOA parts are recorded in a similar way to PU’s but
with a different Part Line Code

Part Line Code - DOA

PLACE ID From -
Stock Location
(e.g. MON-WSHOP)

Enter the Part

Number

Enter the Quantity

87 NOTE: Use your TAB button to move around this screen

 DOA Parts
If you keep pressing TAB to move around the
screen, you will see this message:

Click Proceed to
save parts usage

88
 DOA Parts
You will then be returned to the Part Usage screen below:
The Part Usage lines that have been completed will be
highlighted in blue

89
Parts Usage for
Warranty Parts
 Parts Usage - Warranty Items
When completing Parts Usage for Warranty units, you must follow
this procedure

From screen 535, go

to Functions, then
Parts Usage

91
 Warranty Parts
For all non-serialised parts,
enter WTPU in the Part
Line Code

Enter the Stock Location

in Place ID and Location

Enter the Part number that

the engineer has used in the
PART ID box

Enter the amount used in the

QTY Box

Keep pressing TAB

92 NOTE: Use your TAB button to move around this screen

 Warranty Parts
If you keep pressing TAB to move around the
screen, you will see this message:

Click Enter Part Disp

to create an RMA

93
 Warranty Parts
If you see either of these messages, the part has not been
booked to the car stock location and you must not continue
with this process, refer the problem to Mandy Groutage

ALWAYS click NO or STOP

94
 Warranty Parts
As you clicked to create an RMA, you will see this screen.
The part number and engineer number should already be populated

In the Return to Place

enter OLDBURY

In Return to Location
enter DTRASH

Then click OK
or press F6

95
 Warranty Parts
You will then be returned to the Part Usage screen.

!!! Important !!!

Make a note of the new RMA showing here

96
 Warranty Parts
Go to Functions then Request Text

Enter the new RMA under a

text line code of INT

97
 Warranty Parts
Clear your original RMA from the screen and enter your NEW RMA

Change the
Status Condition
to CT to raise a
Compaq Tag
Return

98
 Stock Movements

99
 Stock Movements
You may need to transfer, add or delete stock from the system

This can be controlled via screens 092 & 093

Screen 092 will allow you to:

Add Good or Bad stock to any location (GOOD-IN & BAD-IN)

Delete Good or Bad stock from any location (GOOD-OUT & BAD-OUT)

Transfer Good or Bad stock to any location (TRNFR-GOOD & TRNFR-BAD)

Transfer Good stock to Bad stock (GOOD-BAD)

Transfer Bad stock to Good stock (BAD-GOOD)

100
 Adding/Deleting Stock
Screen 092

Enter the correct

Adjustment Reason

Enter the Part ID

and Quantity

101
 Adding/Deleting Stock
Screen 092

Enter the To Place

and the Location

This will be where

you want the stock
to appear

If you want the stock

in a specific Bin
Location, enter the
Bin ID here
Click OK or press F6 to continue
102
 Adding/Deleting Stock
Screen 092
You may see this message below, just click OK Proceed

If the part you are moving is serialised, you will see the following:

Double-click on the
serial number you
would like to move

A ‘*’ will appear to confirm selection

103 Press F6 to save
 Stock Movements

Screen 093 will allow you to:

Transfer Good stock to any location (TRNFR-GOOD)

Transfer Bad stock to any location (TRNFR-BAD)

Transfer Good stock to Bad stock (GOOD-BAD)

Transfer Bad stock to Good stock (BAD-GOOD)

104
 Stock Movements – Screen 093

Enter the correct

Adjustment Reason

Enter the Part ID

and Quantity

105
 Stock Movements – Screen 093

Enter the From Place

and Location of the
part
If the part is located
at a specific Bin ID,
you must enter it here

Enter the Place To and

Location where the part
should be transferred to

Always add Comments with at least the RMA

number to support your movement
106 Click OK or press F6 to save
 Stock Movements – Screen 093
You may see this message below, just click OK Proceed

If the part you are moving is serialised, you will see the following:

Double-click on the
serial number you
would like to move

A ‘*’ will appear to confirm selection

107 Press F6 to save
 Useful Report Screens

108
 Useful Report Screens
Screen 566- Shows RMA’s by return reason that have not
been received.

This can be useful for DOA’s being returned or viewing

the number of expected products to come back.

Enter Place ID

Part Number

Return Reason

Press F3 to show list

109
 Useful Report Screens
Screen 559 - Shows RMA’s outstanding by location

This can be useful for viewing the amount of items per area

Enter Place ID

Enter Location

Press F3 to show list

110
 Useful Report Screens
Screen 554 - Shows repair history of an item by serial number.

Screen 554

Enter Serial ID

Press F3

Click on Repair
History to see
previous RMA’s

111