IBS Enterprise Help Centre 8.0Business Suite 2014/2015

Setting up IBS Requests and Returns

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What this document contains:

Two different scenarios apply when setting up IBS Requests and Returns:

  • You are about to perform an entire new installation of IBS Enterprise.
  • You are already running IBS Enterprise, but without IBS Requests and Returns (e.g. running IBS Distribution only).

    Note: In some instances in IBS Enterprise, programs, fields and application information pertaining to IBS Requests and Returns are referred to as BPR.

New installation

The installation process and data set up for an entire new IBS Enterprise installation is divided into the following phases:

  1. Install IBS Enterprise from media.
  2. Run a company generation and define the applications to be activated for the company.
  3. Establish mandatory data in IBS Distribution and IBS Requests and Returns tables/files.

For a description of the first two steps, see the IBS Enterprise Technical Implementation Guide available on the IBS Intranet. For the last step, see Loading data in the IBS Distribution base system and Loading data in tables and files below).

Already running IBS Enterprise

The installation process and data set up for an installation of IBS Requests and Returns only is divided into the following phases:

  1. Install IBS Requests and Returns from media.
  2. Activate IBS Requests and Returns in Work with companies. (See below).
  3. Establish mandatory data in IBS Distribution and IBS Requests and Returns tables/files. (See Loading data in the IBS 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 IBS Enterprise Technical Implementation Guide (available on the IBS Intranet) before and during system installation and setup. The technical steps are described in more detail in that document.

Activate IBS Requests and Returns

To perform the activation of the IBS Requests and Returns application as a separate task is only done if the IBS Enterprise software is already installed and a company (or several companies) is already generated.

For your information, when generating a company in IBS Enterprise for the first time, the applications to be used in the company are also activated. For more information, see the IBS Enterprise Technical Implementation Guide available on the IBS Intranet.

To activate the IBS Requests and Returns application in a company that is already installed do as follows:

  1. Select the Work with companies menu item.
  2. Select the company in which IBS Requests and Returns should be activated and click OK until you reach Application defn/company maintenance.
  3. On that panel, select the BPR application and click OK twice.
  4. Continue to click OK until you return to the initial panel and then exit the routine.

IBS 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 IBS Requests and Returns to load the tables and files.

Loading data in tables and files

The following outlines a typical set-up for IBS 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:

  • One for New (status type for New)
  • One for Work in Progress (status type for WIP)
  • One for Completed (status type for Completed)
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).

  • Set Initiation status to the value for New (used when creating new requests)
  • Indicate in Auto assign handler if the handler should be automatically defaulted in the request header when creating new requests and how it should be retrieved. Valid codes are:
    Code Description
    1 The handler code should not be defaulted, meaning the field will be blank.
    2 The handler code should be defaulted and retrieved from Work with IBS user profiles.
    3 The handler code should be defaulted and retrieved according to the workflow definition set up for the request/status code combination in the Work with request workflow file. See Request workflow file below.

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.

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 IBS Requests and Returns).

As a suggestion, typical actions to create are the following:

  • Different order actions; one credit and one for replacement order.
  • Restock actions; if goods are normally returned and put back to stock.
  • If IBS Alert Management is installed and activated, two different AMT actions can be created; one for approval and one for informational purposes that could be used for follow-up.

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 IBS 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:

    Restock goods
    Set to YES.

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:

    Order type
    Set to Credit sales order.
    Type of order
    Set to Sales order.
    Pricing
    Set to Original price.
    Refund % usage
    Set to Refund % not allowed.

Leave all other fields as they are.

Resolution code table Add a Resolution. Enter the Code and Description and complete the following fields:

    Order ref mandatory
    Set to YES.
    Sequence processing
    Set to YES.

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:

    Mandatory reference
    Set to YES.
    Entering sequence
    Set sequence for Select order line to 1 (to prompt the select line panel to be able to select the return order line immediately after creating the header).
    Goods return
    Set to flag for Goods have been returned.

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:

    Order type
    Set to a normal debit sales order.
    Type of order
    Set to Sales order.
    Pricing
    Set to Free of charge.
    Refund % usage
    Set to Refund % not allowed.
    Default refund %
    Should be blank.

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:

    Entering sequence
    Set sequence for Request line to 1 (to prompt the request line panel to be able to add lines immediately after creating the header).

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:

    Restock goods
    Set to YES.
    QC line entry
    Set to YES.

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:

    Entering sequence
    Set sequence for Request line to 1 (to prompt the request line panel to be able to add lines immediately after creating the header).
    Goods return
    Set flag to Goods have been returned.

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:

    Order type
    Set to a Return to supplier.
    Type of order
    Set to Purchase order.
    Pricing
    Set to Current price.
    Refund % usage
    Set to Refund % mandatory
    Default refund %
    Set to, e.g., 80.

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:

    Entering sequence
    Set sequence for Request line to 1 (to prompt the request line panel to be able to add lines immediately after creating the header).

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:

    Send Alert
    Set to YES.
    Approval required
    Set to YES.
    Receiver of message
    Enter the handler.
    Message
    Enter a message.

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:

    Restock goods
    Set to YES.

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:

    Order type
    Set to a Credit sales order.
    Type of order
    Set to Sales order.
    Pricing
    Set to Original price.
    Refund % usage
    Set to Refund % not allowed.
    Line dependent
    Set to YES.
    Action dependent
    Set to YES.

Leave all other fields as they are.

Resolution code table Add a Resolution. Enter the Code and Description and complete the following fields:

    Order ref mandatory
    Set to YES.
    Sequence processing
    Set to YES.

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:

    Mandatory reference
    Set to YES.
    Entering sequence
    Set sequence for Select order line to 1 (to prompt the select line panel to be able to select the return order line immediately after creating the header).
    Goods return
    Set to flag for Goods have been returned.

Leave all other fields blank.

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