What this document contains:
Two different scenarios apply when setting up DC1 Requests and Returns:
- You are about to perform an entire new installation of DC1.
- You are already running DC1, but without DC1 Requests and Returns (e.g. running DC1 Distribution only).
Note: In some instances in DC1, programs, fields and application information pertaining to DC1 Requests and Returns are referred to as BPR.
New installation
The installation process and data set up for an entire new DC1 installation is divided into the following phases:
- Install DC1 from media.
- Run a company generation and define the applications to be activated for the company.
- Establish mandatory data in DC1 Distribution and DC1 Requests and Returns tables/files.
For a description of the first two steps, see the DC1 Technical Implementation Guide available on the Iptor Intranet. For the last step, see Loading data in the DC1 Distribution base system and Loading data in tables and files below).
Already running DC1
The installation process and data set up for an installation of DC1 Requests and Returns only is divided into the following phases:
- Install DC1 Requests and Returns from media.
- Activate DC1 Requests and Returns in Work with companies. (See below).
- Establish mandatory data in DC1 Distribution and DC1 Requests and Returns tables/files. (See Loading data in the DC1 Distribution base system and Loading data in tables and files below).
Some of these steps are required to make the system operational and should be performed by a technician, while others can be completed by the user. It is, therefore, strongly recommended that you read the DC1 Technical Implementation Guide (available on the Iptor Intranet) before and during system installation and setup. The technical steps are described in more detail in that document.
Activate DC1 Requests and Returns
To perform the activation of the DC1 Requests and Returns application as a separate task is only done if the DC1 software is already installed and a company (or several companies) is already generated.
For your information, when generating a company in DC1 for the first time, the applications to be used in the company are also activated. For more information, see the DC1 Technical Implementation Guide available on the Iptor Intranet.
To activate the DC1 Requests and Returns application in a company that is already installed do as follows:
- Select the Work with companies menu item.
- Select the company in which DC1 Requests and Returns should be activated and click OK until you reach Application defn/company maintenance.
- On that panel, select the BPR application and click OK twice.
- Continue to click OK until you return to the initial panel and then exit the routine.
DC1 Requests and Returns is now activated, but you have to restart the company (via the Change company to work with menu item) to be able to continue working with DC1 Requests and Returns to load the tables and files.
Loading data in tables and files
The following outlines a typical set-up for DC1 Requests and Returns. Perform this procedure in the order outlined below. (Note: For all field descriptions in the tables and files and for information about additional fields, refer to the Panel help).
| File/Table | To do | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| DIS control file | The BPR needs to be completed on the Number series panel. | ||||||||
| Request status code table | Create 3 different request statuses:
|
||||||||
| User profile table | Decide support level for Request handlers and update user profile with Handler and Max support level. | ||||||||
| Requests and returns control file | Maintain Requests and returns control file (Menu HLNSET).
Tip: Set Mandatory ext req code (i.e. the problem as the customer sees it) to YES if you always want it to be a required entry in the header when creating new requests. The result will be that all lines will automatically receive this request code. |
||||||||
| Function control file | The following functions are optional:
|
||||||||
| The following steps outline suggestions in the Core tables. See Process set-up, below, for the set-up of a specific process. | |||||||||
| Action table | Create actions. The different actions to be created depend on the business at hand (what you are processing via DC1 Requests and Returns).
As a suggestion, typical actions to create are the following:
Line and Action dependencies can be set up to further control/restrict the processing of actions until prerequisites are fulfilled. See the Panel help for the relevant fields for more information. |
||||||||
| History event codes table | These codes are preloaded as active during installation. Inactivate the codes you do not want to use. Note: If a code is inactivated then no entry in request history will be created for the transaction. | ||||||||
| Request code table | Create some different request codes. The request codes shall be a description of how the customer and/or you view the problem.
If you deem that a reference is always required before a request can be created (e.g., you will not accept returns unless you have a reference to an existing order or invoice) set the Mandatory reference field to YES. This means that the person creating the request will have to complete the Reference number field on the request header before the request can be processed further. Tip: To improve efficiency,(assuming you set the Mandatory reference field to YES), enter sequence number 1 against Select order lines. This means that the Select order lines panel will be the first panel you can access after creating the request header and the order lines containing the reference number will automatically be picked up for the user. When returning goods to a supplier, normally the goods are returned to a specific warehouse or address, which is set up for the supplier (Supplier dispatch address field) in the Supplier file. If there is a need to return the goods to different supplier addresses as per type of return (e.g. batch return, damaged goods, etc), select the Supplier returns option from the initial panel to access the Supplier return addresses panel where you can define the suppliers and address numbers. The address is retrieved when a request for the supplier is created from Work with requests and return with the specific request code selected in the Ext request code field. |
||||||||
| Resolution code table | Create resolution codes. The number of required resolutions depends on the business at hand (what you are processing via the Work with requests and returns program).
There should be at least one resolution code per request code. Typically a resolution code holds one or more action codes, but at least one. If a problem can be solved in more than one way, more than one resolution code is required for a request code. You can view the actions as the different steps to be taken to solve a problem, and the resolution code as a container of the actions. |
||||||||
| Resolution code table | For each created resolution code the required actions must be selected and sequenced. This ensures that when the resolution code is selected in the Work with requests and returns, Lines routine, all actions belonging to the resolution code will be initiated and added to the line. | ||||||||
| Request code table | Available resolutions for the request codes must be selected. A default resolution can also be selected. This will allow the system to trigger the resolution whenever that request code is used. | ||||||||
| Request workflow file | This file allows you to control/set up to what user/handler the request should be assigned based on Request code and Status when a new request is entered (i.e. the user is in Add mode) or if the status and/or request code is changed. If you set up the Requests and returns control file with Auto assign handler = 3, the handler code should be defaulted and retrieved according to the workflow definition set up for the request/status code combination you define in this file. Note: If a handler cannot be found according to the workflow definition, then the field will be blank. Optionally, the handler can then be manually entered. If DC1 Alert management is installed and activated, you can also configure an alert to be triggered when the handler is changed according to the set-up. See Configure the system to send/receive alert messages for details. | ||||||||
Process set-up
The following processes are what we consider typical processes. The set-up procedure is outlined for each.
- Customer return, restock and credit note
- Replace same item, no restock
- Restock item with QA at line entry
- Return goods to supplier for refund
- Restock, Alert with approval, Credit note with dependency on restock action
Customer return, restock and credit note
Desired result:
- Put item back to stock and create credit note
- No approvals and no dependencies
To do = Create one line with two actions (restock action and credit note action).
| File/Table | Set-up |
|---|---|
| Action table | |
| 1st action | Add an Action. Enter the Code and Description and complete the following field under the Stock handling section:
Leave all other fields as they are. |
| 2nd action | Add an Action. Enter the Code and Description and complete the following fields under the Creation of order section:
Leave all other fields as they are. |
| Resolution code table | Add a Resolution. Enter the Code and Description and complete the following fields:
Leave all other fields as they are defaulted. Use the Action sequence option against the resolution code to select the applicable actions and set sequence to 10 for Restock action and 20 for Credit order action. |
| Request code table | Add a Request. Enter the Code and Description and complete the following fields:
Leave all other fields blank. |
Replace same item, no restock
Desired result:
- Create a replacement item of the same type, no restocking
- Create a FOC sales order
- No approvals and no dependencies
| File/Table | Set-up |
|---|---|
| Action table | Add an Action. Enter the Code and Description and complete the following fields under the Creation of order section:
Leave all other fields as they are. |
| Resolution code table | Add a Resolution. Complete the Code and Description only. Leave all other fields as they are defaulted.
Select the Action sequence option against the Resolution code. Set sequence to 10 for the Action. |
| Request code table | Add an Request. Enter the Code and Description and complete the following field:
Leave all other fields as they are. Activate the resolution to the request code to make it available. This will be defaulted on the request line. |
Restock item with QA at line entry
Desired result:
- Perform a QA before item is put back in stock
- No approvals and no dependencies
| File/Table | Set-up |
|---|---|
| Action table | Add an Action. Enter the Code and Description and complete the following fields under the Stock handling section:
Leave all other fields as they are. |
| Resolution code table | Add an Resolution. Enter the Code and Description only.
Do not change any parameters. Default values are used. Use the Action sequence option to select the applicable action and set sequence to 10. |
| Request code table | Add an Request. Enter the Code and Description and complete the following fields:
Leave all other fields as they are. Activate the resolution to the request code to make it available. This will be defaulted on the request line. |
Return goods to supplier for refund
Desired result:
- Send a return order to supplier
- No approvals and no dependencies
| File/Table | Set-up |
|---|---|
| Action table | Add an Action. Enter the Code and Description and complete the following fields under the Creation of order section:
Leave all other fields as they are. |
| Resolution code table | Add an Resolution. Enter the Code and Description only.
Do not change any parameters. Default values are used. Use the Action sequence option to select the applicable action and set sequence to 10. |
| Request code table | Add an Request. Enter the Code and Description and complete the following field:
Leave all other fields blank. Activate the resolution to the request code to make it available. This will be defaulted on the request line. |
Restock, Alert with approval, Credit note with dependency on restock action
(If you set up an alert with approval, all actions on the same line are dependent on the alert action being approved.)
Desired result:
- Create a replacement item of the same type; restocking
- Create a credit note
- Approval and dependency
| File/Table | Set-up |
|---|---|
| Action table | |
| 1st action | Add an Action. Enter the Code and Description and complete the following fields under the Alert section:
Leave all other fields as they are. |
| 2nd action | Add an Action. Enter the Code and Description and complete the following field under the Stock handling section:
Leave all other fields as they are. |
| 3rd action | Add an Action. Enter the Code and Description and complete the following fields under the Creation of order section:
Leave all other fields as they are. |
| Resolution code table | Add a Resolution. Enter the Code and Description and complete the following fields:
Use the Action sequence option against the resolution code to select the applicable actions and set sequence to 10 for Alert action, 20 for Restock action and 30 for Credit order action. |
| Request code table | Add a Request. Enter the Code and Description and complete the following fields:
Leave all other fields blank. |