Tracking Installed Products

The chapter provides an overview of installed products and discusses how to:

Define creation and update rules for installed products.
Configure installed product display options.
Set up trees for installed products.
Copy trees.
Configure roles.
Set up product registration.
Manage installed products.
View installed products.

Understanding Installed Products

This section discusses:

How installed products are used.
How installed products are created and updated.
System-created service orders for installed products.
Warranty activation on installed products.
Hierarchical views of installed products.

How Installed Products Are Used

Installed products track the products (physical items or services) that are installed at a customer's site or issued to an internal worker. In PeopleSoft Support and PeopleSoft Integrated FieldService, you specify installed products in agreement lines to control the availability of these lines to the specific set of products. Installed products determine whether warranties are involved in the entitlement search when installed products are referenced on cases or service orders. Agents can reference installed products that are defined in PeopleSoft HelpDesk to determine what equipment is issued to an employee and the location of the equipment.

An agreement can also be an installed product. Agreements define the price of services or support offerings that are covered by the agreement, and the price of the agreement itself. You can define three types of agreements:

Field service agreements specify what products in which customer sites are entitled to the service that is selected in each agreement line.
Support agreements reference products on agreement lines. Similar to field service agreements, support agreements define customer sites that are entitled to support offerings.
Help desk agreements represent an agreed upon level of service that an organization provides to its employees.

How Installed Products Are Created and Updated

You can manually create and maintain installed products for all products that are listed in the system using the Installed Products component. Use the Product Definition - Installed Product page to define rules that govern when installed products are automatically created and updated. You can configure the system to create installed products or update the status of installed products when:

Orders are placed using PeopleSoft Order Capture or PeopleSoft Order Capture Self Service.
The CRM system receives automatic shipping notification (ASN) messages from another system, such as PeopleSoft Order Management.
Material usage and removal transactions are recorded using the Service Order component in PeopleSoft Integrated FieldService.

Note. The system automatically creates installed products with the status of Installed for products that are newly registered using the Product Registration component. For registered products that already have installed products, the system does not update the installed product status. Based on how the administrator configures the Product Registration page (for example, what fields are available and whether they are editable), users can update installed products as they complete the registration.

At the installation level of the system, you can define two sets of installed product creation and update rules that the system uses as default values for the Product Definition - Installed Product page: one set for those products that require a service order for installation and another set for those that do not. At the product definition level, however, you can have only one set of rules

When you set up these rules for installed products using the Product Definition component, you can click the Apply Defaults button on the Installed Product page to populate the appropriate default rules. While you can modify the default rules for specific products, you can also update the configurable default values (used across all products) on the Installed Product Defaults page under Set Up CRM, Install, Product Options.

See Setting Up Product Registration.

See Registering Products.

Rules for Installed Product Status

You can configure the system to set the status of installed products that it creates or updates to one of three values: Pending, Installed, or Shipped Typically, implementations suggest these rules, but you can configure them for your own business processes.

For a product that requires a service order for installation:

When the installed product is created after submitting an order, set the status to Pending.

If a subsequent ASN message is received, update the status to Shipped.
When the installed product is created as a result of the receipt of an ASN message, set the status to Shipped.
When a material usage transaction (recorded on the Order Materials component) results in a creation or update of the installed product, set the status to Installed.

For a product that does not require a service order for installation:

When the installed product is created on order capture, set the status to Pending.

If a subsequent ASN message is received, update the status to Installed.
When the installed product is created as a result of the receipt of an ASN message, set the status to Installed.

Note. If a product does not require a service order for installation and a rule has been established for ASN receipt that sets the status to a value other than Installed, you must manually set the status of the installed product to Installed when appropriate.

You may want to set up rules that require manual intervention for business processes that require an action or response from a customer. For example, suppose that you ship a product that requires some type of installation, such as setting up a personal computer, that the customer performs. When the customer completes the installation process, he or she can contact you to update the record.

See Also

Managing Product Relationships

Managing Orders and Quotes

Ordering and Receiving Materials

PeopleSoft Enterprise Components PeopleBook

PeopleSoft Order Management 8.8 PeopleBook

System-Created Service Orders for Installed Products

When defining products using the Product Definition component, you can indicate whether an installed product requires a service order to complete installation. When a user places an order for the installed product in PeopleSoft Order Capture or Order Capture Self Service, component interfaces enable the system to stage a service order for the specified installation service in PeopleSoft Integrated FieldService.

When the status of the installed product or group of records that is associated with the ordered product is updated to Shipped (that is, when the ASN shows that the corresponding order line has been completely fulfilled), the system automatically generates a service order using the information that is defined for the specified installation service.

The initial status of the system-created service order is Open, with all associated service order activities set to Open - Hold Assignment.

If you enable automatic technician assignment and the system has successfully assigned a provider group and group member to the service order, the status of service order activities that are assigned with technicians is set to Open - Assigned.

When an order for multiple installed products that require installation is saved in PeopleSoft Order Capture or Order Capture Self Service, the system creates one service order for each product-site combination on the order.

Creating and Managing Service Orders

Warranty Activation on Installed Products

You can define or update warranties using the Warranties component under Customer Contracts CRM, Agreements. Associate an item with a warranty on the Item Definition page under the Items CRM, Inventory Item Definition.

When a user creates a case or service order for a customer's installed product, the system first checks for entitlements that are associated with a valid warranty on the customer's installed product before searching for entitlements on an agreement.

When you create an installed product using an item that is associated with a warranty, the system activates the associated warranty and calculates the warranty duration using information from both the warranty and installed product.

Note. The system can calculate the warranty duration for an installed product only if the appropriate process updated the base date that is used to calculate the warranty's start date.

For example, suppose that the warranty is defined to start upon shipment, but no ASN (shipment) status update rules are defined for the product. In this case, the installed product is created at order time, with an order date but no shipment date. The warranty is associated with the installed product at order time, but no warranty dates are populated.

In this scenario, a user must manually update the installed product's warranty start and end dates for the warranty information to appear in entitlement matches. However, if the product has ASN status update rules defined, the system automatically records the ship date and the warranty start and end dates on the installed product as soon as the ASN is processed for the product.

If necessary, you can manually update the warranty status and coverage period on the installed product using the Installed Products component.

Hierarchical Views of Installed Products

In PeopleSoft CRM, you can establish parent-child relationships between installed products and display them graphically from several points in the system. This functionality can be implemented to support a wide range of business needs, including the ability to view the associated parent assembly or subcomponents for a given installed product, view the geographic locations of specific network components, or view the components of a customer's service package.

Hierarchical Relationship Creation

You can manually define relationships between installed products using the Installed Products component. For a given installed product, you specify the installed product of the parent product to establish a parent-child relationship. When two installed products reference the same parent record the system creates sibling relationships.

The system automatically defines the relationships for installed products that are created when product packages are ordered in PeopleSoft Order Capture or Order Capture Self Service. The system automatically defines relationships for orders of static kits that originate in PeopleSoft Order Management.

For both package and static kit orders, the system creates installed products for each of the products in the package or static kit that are defined as installed products. If a product in a package or static kit is not defined as an installed product, the installed product hierarchy does not display that product.

For example, suppose that a parent product is defined as an installed product, the child product is not, and the grandchild product is. When the package is ordered, the system creates records for only the parent and grandchild rows and establishes a parent-child relationship between them.

How Hierarchical Relationships Are Viewed

Once you define the appropriate relationships, users can view them graphically in a tree format by accessing the Installed Product Viewable Hierarchy page. In PeopleSoft CRM, you can access this page from pages and page toolbars in these components:

Installed Product
Service Order
My Service Order
Support Case
HelpDesk Case
RMA (return material authorization) Form
Site (under Customers CRM)
Product Registration Installed Assets
Search Installed Products and Services
Search Installed Assets
Customer 360 Degree View
Worker 360 Degree View
Order Capture Entry
Self-Service Accounts
Self-Service View Services
Self-Service Support Case
Self-Service HelpDesk Case

Note. For cases that you access from the corresponding Case components, the View Hierarchy button (which you click to access the Installed Product Viewable Hierarchy page) is not available if the business units to which they belong are associated with call center configuration templates that are set to hide installed product information.

The system filters the installed products that appear in the viewable hierarchy using the name of the customer or internal worker, site, account, product, serial number, asset tag, and department values that are available on the page from which you accessed the viewable hierarchy.

For example, if you access the viewable hierarchy from a page where customer and site fields have values, the system returns all of the installed products for the specified customer and site. If you access the viewable hierarchy from a page where the customer and product fields have values, the system displays all of the installed products for the specified customer and product.

This table summarizes what installed products are returned for specific field values:

Field Value on Source Page	Installed Products Returned
Site	All installed products for the specified customer or internal worker and site plus any related parent, sibling, or child installed products. Note. Not valid for PeopleSoft HelpDesk.
Serial number	Installed product for the serial number plus any related parent, sibling, or child installed products.
Product	All installed products for the specified customer or internal worker and product ID plus any related parent, sibling, or child installed products.
Department	All installed products that match the specified customer or internal worker and department plus any related parent, sibling, or child installed products.
Asset Tag	Installed product for the asset tag plus any related parent, sibling, or child installed products.
Account	All installed products that match the specified customer and account plus any related parent, sibling, or child installed productsˋ

On the Installed Product Viewable Hierarchy page, the system lists the filter criteria values that are used to select which installed products to display. Initially, the system displays all records for all statuses. By default, the system also displays the immediate family relationships—parent, sibling, or child—for each installed product that is returned. You can modify the initial display to view records that match a specific status. You can also elect to filter the family relationships and view only those records that meet the filter criteria on the source page.

There are additional runtime filters, besides Status as mentioned above. Installed Product ID and Product are always shown, whereas the other filters are configurable using the Tree Set Up component.

These filters include:

Installed Product ID
Product
Site
Account
Department
Status

See Also

Managing Product Relationships

Defining Creation and Update Rules for Installed Products

To define creation and updates rules for installed products, use the Product Installation (PROD_INSTALLATION) component.

This section discusses how to:

Set up default installed product rules.
Define installed product rules for a product.

Pages Used to Define Creation and Update Rules for Installed Products

Page Name	Object Name	Navigation	Usage
Installed Product Defaults	RF_INSTPRD_DFLT	Set Up CRM, Install, Product Options, Installed Product Defaults	Specify default rule sets that determine how system transactions create and update installed products. On the Product Definition - Installed Product page, you can click a button to populate the appropriate default rule set and modify the rules for specific products, as necessary.
Product Definition - Installed Product	PROD_INSTALL	Products CRM, Product Definition, Installed Product	Specify rule sets that determine how system transactions create and update installed products for specified products.

Setting Up Default Installed Product Rules

Access the Installed Product Defaults page.

Products Which Require a Service Order for Installation

Order Capture

If you want the system to create installed products when an order for the product is saved in PeopleSoft Order Capture or Order Capture Self Service, select the Create Installed Product check box and then select an initial status of Pending, Installed, or Shipped for the installed product.

Shipping Notification (ASN)

If you want the system to create installed products when an ASN message for the order is received, select the Create Installed Product check box and then select the initial status of the installed product.

If the system should update existing installed products when an ASN message for the order is received, select the Update Installed Product check box and select the new status of the installed product.

You can select both check boxes with appropriate statuses to enable the rule sets for creating and updating installed products.

Note. For products that require a service order for installation, you cannot define rules that enable the installed product status to be set to Installed when an order is captured or an ASN is received.

Manage Material

If you want the system to create installed products when material usage and removal is recorded using the Order Materials component in PeopleSoft Integrated FieldService, select the Create Installed Product check box and then select the initial status of the installed product.

If the system should update existing installed products when material usage and removal is recorded using the Order Materials component, select the Update Installed Product check box and then select the new status of the installed product.

You can select both check boxes with appropriate statuses to enable the rule sets for creating and updating installed products.

Products Which Do Not Require a Service Order for Installation

Order Capture

If the product does not require a service order for installation, and the installed product is created when an order for the product is saved in PeopleSoft Order Capture or Order Capture Self Service, select the Create Installed Product check box and then select an initial status. PeopleSoft suggests that you set the initial status to Pending.

Shipping Notification (ASN)

If the system receives a subsequent ASN message for a product does not require a service order for installation, select the Create Installed Product check box and then select the initial status of Installed.

If the system should update existing installed products when an ASN message for the order is received for a product that does not require a service order for installation, select the Update Installed Product check box and then select a new status. PeopleSoft suggests that you set the new status to Installed.

You can select both check boxes with appropriate statuses to enable the rule sets for creating and updating installed products.

Note. If a product does not require a service order for installation and a rule has been established for ASN receipt that sets the status to a value other than Installed, you must manually set the status of the installed product to Installed when appropriate.

You may want to set up rules that require manual intervention for business processes that require an action or response from a customer.

For example, suppose that you ship a product that requires some type of installation, such as setting up a personal computer, that the customer performs. When the customer completes the installation process, he or she can contact you to update the record.

Manage Material

If the product does not require a service order when material usage and removal is recorded using the Order Materials component in PeopleSoft Integrated FieldService, select the Create Installed Product check box and then select the initial status of Installed.

If the system should update existing installed products when material usage and removal is recorded using the Order Materials component in PeopleSoft Integrated FieldService for a product that does not require a service order for installation, select the Update Installed Product check box and then select a new status. PeopleSoft suggests that you set the new status to Installed.

Defining Installed Product Rules for a Product

Access the Product Definition - Installed Product page.

Track as Installed Product

Select to enable installed products to be created automatically for the product.

Product Installation Settings

Service Order Required	Select if a service order must be created for product installation.
Install Service ID	Select the ID of the service that would be used to install the product. Define services using the Services component under Set Up CRM, Product Related, FieldService. Note. If a site is required for the service you selected, the system automatically selects the Site Required check box. Also, if the same service is used to remove the product, the system automatically fills in the Uninstall Service ID field with the name of the service.
Site Required	Select to require a customer site on orders that are created for the product in PeopleSoft Order Capture or Order Capture Self Service. If selected, users must select a site address for the install address on the Entry Form - Shipping page before they can save the order.
Uninstall Service ID	Select the ID of the service that would be used to remove the product. Define services using the Services component under Set Up CRM, Product Related, FieldService.
Un-Install Service Order	Select if a service order is required to remove the product.
Apply Defaults	Click to populate the appropriate default rules that determine how system transactions create and update installed products. The system returns one of two default rule sets depending on whether the Service Order Required check box is selected or not. You can modify these rules as necessary for the specific product. Default creation and update rules for installed products are defined on the Installed Product Defaults page under Set Up CRM, Install, Product Options.

Note. The fields in the Order Capture, Shipping Notification (ASN), and Manage Material group boxes are the same as those on the Installed Product Defaults page.

See Defining Creation and Update Rules for Installed Products.

Registration Fields

Use the Registration Fields group box to define which of the installed product fields appear for users on the Product Registration - Product Registration Details page, where they register products.

The system populates this area with the default values that you define on the Product Registration Setup page. You can modify this registration field list as needed. The selection that you make on the Product Definition - Installed Product page is specific to the associated product only.

See Configuring Installed Product Registration.

Configuring Installed Product Display Options

To configure installed products, use the Installed Product Configuration (RF_IPRD_CONFIG) component.

This section discusses how to:

Set up display options for installed products
Define status translate values for installed products

Pages Used to Configure Installed Product Display Options

Page Name	Object Name	Navigation	Usage
Display Options	RF_IPRD_CONFIG	Set Up CRM, Product Related, Installed Product, Configuration, Display Options	Set up display options for installed products.
Define Status Translates	RF_IPRD_CONFIG_ST	Set Up CRM, Product Related, Installed Product, Configuration, Define Status Translates	Define status translate values for installed products.

Setting Up Display Options for Installed Products

Access the Display Options page.

Use this page to select the fields that you want the system to displayed on the Installed Product page when you are adding a new product, service or asset. This page is keyed by setID.

Note. If you do not have PeopleSoft HelpDesk installed, the system does not display the Assets group box

Defining Status Translate Values for Installed Products

Access the Define Status Translates page.

Use this page to define translate values for installed products, services, assets and agreements. Enter the field value for each type of product that you are using and then enter a long and short translate name.

Based upon the type of product you are installing, the system displays the values that you enter in the Translate Long Name field in the drop-down list box for the Status field on the Installed Product page.

Note. If you do not have PeopleSoft HelpDesk installed, the system does not display the Asset Status Translates group box

Warning! If you are defining a new set of status translates, the following values should always be used (in addition to any optional statuses that you want to add): INS (Installed/Activated), UNI (Uninstalled/Deactivated), SHP (Shipped), and PND (Pending). PeopleSoft hardcodes these statuses throughout the system for certain scenarios.

Setting Up Trees for Installed Products

To set up trees for installed products, use the Installed Product Tree Setup (RF_IPRD_TREE_DEFN) component.

This section discusses how to:

Set up trees for installed products.
Set up nodes for installed products.
Test trees for installed products.

Pages Used to Set Up Trees for Installed Products

Page Name	Object Name	Navigation	Usage
General Options	RF_IPRD_TREE_DEFN	Set Up CRM, Product Related, Installed Product, Set Up Tree, General Options	Define the tree configuration (images to display in the tree, image size, page size, and date filter).
Define Nodes	RF_IPRD_TREE_NODE	Set Up CRM, Product Related, Installed Product, Set Up Tree, Define Nodes	Define the parent and child relationship of the tree nodes.
Test Tree	RF_IPRD_TREE_TEST	Set Up CRM, Product Related, Installed Product, Set Up Tree, Test Tree	Test the 360-Degree View tree to ensure that you configured it correctly.

Setting Up Trees for Installed Products

Access the General Options page.

Tree Name

Displays the name for the tree for the installed product that you entered on the Add page. Use the de

Description

Enter a description of the tree you are adding.

Market

Select the market that will use the tree.

Default

Select to set this tree as the default tree that appears for this market on the Installed Product Hierarchy page if multiple tree exist.

General Tree Options

Use the fields in this group box to configure how the tree will look on the Installed Product Hierarchy page.

Expanded Image, Collapsed Image, End Node Image, and Leaf Image Name	Enter the images that you want the system to display on the tree. A representation of the image appears to the right of the field. The defaults are: Expanded Image: PT_TREE_EXPANDED Collapsed Image: PT_TREE_COLLAPSED End Node Image: PT_TREE_END_NODE Leaf Image Name: PT_TREE_LEAF
Image Height, and Image Width	Enter the size of the image that you want to appear on the tree. The default size is 12 by 15.
Page Size	Enter the page size for the tree. This is the size of the HTML area where the tree is displayed on the Installed Product Hierarchy page. To show the entire tree, enter zero (0).
Display Levels	Enter the maximum number of levels to display on the tree at any given time. To show all levels, enter zero (0).
Indent Pixels	Enter the number of pixels to indent each node. PeopleSoft recommends that you set this value to 20.

Runtime Search Options

When a user accesses the Installed Product Hierarchy page, the system displays the Product Name and Installed Product ID fields. To add additional search options to the page, select one or more of the check boxes that appear in this group box.

If you do not select any of the status check boxes, then the system hides the All and Single Status radio buttons and status drop-downs list boxes. If you select one or more status check boxes, the system combines the statuses when it prompts the user for a value.

Note. The system does not display the Show Department Criteria and Show Asset Statuses check boxes unless you have PeopleSoft HelpDesk installed

Setting Up Nodes for Installed Products

Access the Define Nodes page.

This page enables you to establish nodes for customer, site, account, contact, department, employee and installed product and children.

Node Setup

Tree Node

Select the type of node that you want to add to the tree. The system displays a list of fields associated with the node type in the Node Parameters - Fields to Display group box.

Account: The system displays the Account ID (default) and Account Name fields.
Customer: The system displays the Customer Name (default), Customer ID, and SetID fields.
Department: The system displays the Description (default), Department ID, and SetID fields.
Employee: The system displays the Employee Name (default) and Employee ID fields.
Site: The system displays the Site Name (default), Site ID, and Address fields.
Installed Product and ChildrenThe system displays the Installed Product ID (default), Product Description (default), Status, Serial ID, and Asset Tag fields.

Note. If there are multiple statuses for a single installed product, then the system displays Multiple on the tree.

Note. If PeopleSoft HelpDesk is not installed, then the system does not display the Department and Employee nodes in the Tree Node drop-down list. Also, if you establish nodes for Customer, Site, or Account, then the system does not permit you to establish nodes for either the Department or Employee nodes and vice versa

Status

Select the tree node's status; either Active or Inactive. For the node to appear on the tree, the status must be active.

Node Parameters - Fields to Display

Use the fields in this group box to indicate how you want the fields to display for the node you selected.

Sequence	Enter a number to indicate the order in which you want the fields to appear on the tree.
Display	Select this check box for all the fields that you want the system to display for the node.
Display Length	The system displays the number of characters that it can display for the field. The system can connect in a series one or more fields on any of the Display Field As options. Each option, however, has a maximum concatenated display length. For Node Name the maximum is 30 characters. For Node Description the maximum is 40 characters. For Mouseover Text the maximum is 100 characters.
Display Field As	Select an option to indicate how you want the system to display the field name. You can choose either Node Name, Node Description, or Mouseover Text. If you select Mouseover Text the system displays the name of the field when a user moves their mouse over the node image whether it is a collapsed, expanded or leaf image. Note. Nodes always display text as < Node Name> – <Node Description>. Thus, all Node Name fields should be sequenced prior to entering node descriptions. The system forces you to enter it in this sequence if you make a mistake.
Order By and Order Sequence	Select this check box if you want the system to order the nodes in the tree in either ascending or descending order. If you select the Order By check box for a field, then you must select either Ascending or Descending from the Order Sequence dorp-down list box. The sequence number determines the order in which the system orders the fields if you select the Order By check box for multiple fields.

Maximum Number of Rows To

Display and Fetch

Enter the maximum number of rows to display under the expanded node in the Installed Product Hierarchy. Then enter the maximum number of rows to fetch, or retrieve, from the database when the user clicks View All on the tree node.

Note. If you leave this field blank, the system retrieves 1000 rows. For the Installed Product and Children node, this value applies to the number of installed product records matching the search criteria, not the total installed product records in the entire family.

Expand

Select this check box if you want the system to automatically expand the node when a user access the tree. For all nodes other than the Installed Product and Children node, the system loads all parents and children despite the setting of this flag.

The system either collapses or expands each node as necessary based on the setting of this flag prior to display. For the Installed product and child nodes, however, the system loads the children upon demand if you do not select this check box for the node.

Testing Trees for Installed Products

Access the Test Tree page.

To test a tree:

Enter data into at least two of the fields in the Test Filters group box (at the minimum one field must be SetID).
Click the Test Tree button.

The system verifies the tree configuration and displays that particular tree based on the criteria you entered. This is how the tree will appear on the Installed Product Hierarchy page.

Copying Trees

This section discusses how to copy a tree.

Page Used to Copy a Tree

Page Name	Object Name	Navigation	Usage
Copy Tree As	RF_IPRD_TREE_COPY	Set Up CRM, Product Related, Installed Product, Configure Roles	Copy an existing installed product tree setup to a new one.

Copying Trees

Access the Copy Tree As page.

To copy an existing tree, select a tree from the Copy Tree search page and then enter the name of the new tree in the New Tree Name field. Click Save.

Note. If the Copy From tree was the default tree for the market, then the system will not select the default flag for the new tree.

Configuring Roles

To configure roles for installed products, use the Installed Product Tree Roles (RF_IPRD_TREE_ROLE) component.

This section discusses how to configure roles for installed products.

Pages Used to Configure Roles

Page Name	Object Name	Navigation	Usage
Configure Role	RF_IPRD_TREE_ROLE	Set Up CRM, Product Related, Installed Product, Configure Roles	Assign and prioritize installed product tree setups to a role.

Configuring Roles for Installed Products

Access the Configure Role page.

Use this page to associate a given role with a tree configuration. The system uses this information to determine which tree configuration to display when a user accesses the Installed Product Hierarchy page.

Enter a sequence number for the tree so the system knows what tree to display when the user has multiple roles. You can also use the Status field to activate and inactivate trees as needed.

These are the steps that the system follows when selecting a tree configuration to load:

Select he tree associated with the user's role as specified on the Configure Roles page.

If the user has multiple roles defined, the system selects the tree having the lowest sequence number across all user roles that is also active. If multiple roles have the same sequence number, or if none are found, the system skips ahead to step 2.
Select the tree associated with the user's market that has the default flag selected.

If market is not assigned to the user's preferences, or if there is no default tree associated to the user's market, the system skips ahead to step 3.
Select the tree associated with the global market that has the default flag selected.

If none exists, the system skips ahead to step 4.
If there is no default tree for the global market, then the system creates a skeleton tree consisting of only the installed product and children node

Setting Up Product Registration

Use the Product Registration page to specify the statuses for installed products and services by setID. You can also use this page to define the installed product fields that appear on the Product Registration Details page and indicate which the fields are modifiable or read-only. For instructions on setting up the Product Registration page, refer to the PeopleSoft Enterprise CRM 8.9 Application Fundamentals PeopleBook.

See Also

Setting Up Product Registration

Managing Installed Products

To manage installed products, use the Installed Product (RF_INST_PRODUCT) and Order Capture (RO_CAPTURE) components.

This section discusses how to:

Enter installed product information.
View preventive maintenance details.
Enter attributes.
View information regarding events, audits, cases and service orders.

Pages Used to Manage Installed Products

Page Name	Object Name	Navigation	Usage
Installed Product or Installed Assets	RF_INST_PRODUCT	Installed Product and Service, Installed Product HelpDesk, Installed Assets	Create or update installed products to track products (physical items or services) that are installed at customer sites or issued to internal workers.
Installed Product Address	RF_IPRD_ADDR	Click the Address link on the Installed Product page.	Add or update addresses for installed products.
Line Details	RO_CAPTURELINE_DTL	Click the View Configuration link on the Installed Product page.	View order and configuration information that the system captures at the time of order entry for installed products that are ordered through PeopleSoft Order Capture or Order Capture Self Service. Note. The View Configuration link is only visible when the installed product is configurable (either Calico-configured, or lite-package configured). The system hides the link if the product is not configured.
Preventive Maintenance Detail	RF_INST_PROD_PM	Installed Product and Service, Installed Product, Preventive Maintenance Detail	View or update pending PM entries, or review the history of PM entries for selected installed products.
Attributes	RB_ATTR_RUN_IPROD	Installed Product and Service, Installed Product, Attributes	Capture installed product data that is specific to business or industry requirements.
History	RF_INST_PROD_HIST	Installed Product and Service, Installed Product, History	View information regarding events, audits, cases and service orders that are associated with the installed product.

Entering Installed Product Information

Access the Installed Product page.

Note. You can also add installed products from the 360-Degree View page.

Customer Information

Use the fields in this section to record information about the customer.

Note. For PeopleSoft HelpDesk, this section is labeled Administration Information. It includes many of the same field described below, including name, phone, department, and location.

Customer	Enter the customer who owns or leases the installed product. A customer can be a company, contact or consumer. Establish customers using the Customer enterprise integration point (EIP) or the Company or Consumer component under Customers CRM. Click the Transfer to Customer button to access the record of the selected customer.
Site	Enter a site of the customer where the installed product is located. You set up sites for customers using the Company, Consumer, or Site component under Customers CRM. Click the Transfer to Site button to access the Site component.
Address	Click to access the Installed Product Address page and enter an address for the installed product. If you are entering asset information, the CRM system populates this field with the primary address of the worker or contact you select in the Name field. If you are entering a product or service, the system enters the site address of the customer or contact.
Name	Enter a contact of the customer site or worker to whom the installed product is given or issued. If you don't enter a customer, the system displays workers (employees) and contacts who are defined in the CRM system. Set up workers under Workforce, Worker. Establish contacts under Customer CRM, Contact (or Company, or Site). Click the Transfer to Contact/Worker button to access the record of the selected person.
Department	Enter the department that is associated with the internal worker to whom the installed product is issued. Set up departments under Set Up CRM, Common Definitions, Employee Data, Department, Department.
Location	Displays the location code of the selected worker.
Location Details	Enter notes about the specific area within the worker's internal location or the customer's site where the installed product is located.
Account Number and Account Status	Displays the customers account number and status if there is one on record.

Product Information

Use the fields in this group box to enter product information.

Note. If you are using this page to add a service, the system does not display the Item ID, Item Description, Serial Number, Date Shipped, and Date Installed fields.

For PeopleSoft HelpDesk, this section is labeled Asset Information. It includes most of the same field described below.

Product ID	Enter the ID of the product that is installed at the customer site or worker's internal location. Establish products using the Product EIP or the Product Definition component. If the product is associated with an item, the system populates the item ID as well. Under certain circumstances, the system displays a link next to the Product ID field. This link transfers users to the Service Management page in Order Capture to create a new order for the service. The system prepopulates the customer and product information. For the link to appear, the following must be true: The Installed product must be a service or an agreement. The option to show the button must be selected in the configuration. The installed product cannot have a parent installed product The user must have authorization to create a new service management order. If entering an installed service (not an agreement), the product ID associated with the installed service must either have the Service Required flag selected, or it must be a service-type product that is not a service feature. Energy services are prohibited from using this link because the type of service management order cannot be determined automatically (start, stop or transfer service). Thus, the link is hidden for energy services. Note. This link also appears as a button on the Installed Product Hierarchy.
View Configuration	Click to access the Line Details page of the order from which the installed product was created and view the product's configuration details. Note. Configuration details are available only for configured products that are ordered through PeopleSoft Order Capture or Order Capture Self Service. This link is only visible if the installed product is configured.
Item ID	Enter the ID of the item that is installed at the customer site. Establish items using the Item Master EIP or the Item Definition component.
Serial Number	Enter the serial number if the item is serial-controlled.
Asset Tag	Enter the asset tag that is available if the item is issued an internal worker.
Install Type	Select the reason why the product was installed at the customer site (for informational purposes only). Values are Beta, Demo, Evaluation, Loan, and Sold.
Parent Product	Enter another installed product to define as the parent of this installed product. View parent, child, and sibling relationships between installed products on the Installed Product Viewable Hierarchy page.
Date Ordered, Date Shipped, and Date Installed	Enter dates if you are creating or updating installed products manually. The system populates these fields, as applicable for the given transaction, when it creates or updates installed products.
Price Per Unit	Displays the price of the product per unit and the
Recurring Price	Displays the recurring for the product or service if there is one on record.

Service Information

If the installed product is configured as a service rather than a product, this group box appears instead of the Product Information group box. Many of the same fields appear in both group boxes with the exception of the Start Date field, End Date field, and Create Order link which only appear in the Service Information group box.

Create Order

Click this link to go to the Manage Service - Entry Form page in PeopleSoft Order Capture. Use this page to create a new order or quote by entering order details and adding products to the order lines.

Partner Information

Use the fields in this group box to select a partner company and contacts that is associated with the sale or installation of the installed product.

Note. The system hides partner information if you are entering an asset

Status

Status

Select the current status of the installed product. Delivered values include Installed/Activated, Uninstalled/Deactivated,Shipped, and Pending.The installed product status can be set manually or by system transactions.

Using the Define Status Translates page of the Installed Product Configuration component, you can set up a new set of status values as appropriate for the Installed Products component by setID when it is used in another industry.

For example, in PeopleSoft Support, where the Installed Service component (cloned from the Installed Products component) is used, you (as an implementer) can change the statuses to Activated, Disconnected, Suspended, Resume, and so on to better fit your business needs.

Quantity

Enter the quantity (in the standard unit of measure) of the installed product in the indicated status. If the item is serial-controlled, the quantity is set to 1 by default.

You must enter a nonzero value for each row of status before saving the installed product. Multiple rows appear for partial shipments of an installed product order to indicate the status for each quantity.

You can add rows manually as necessary to indicate the quantity of an installed product in repair, uninstalled, and so forth.

See Modifying Industry-Specific Translate Values.

Registration

Date Registered

Enter the date when the product is registered and the installed product is created or updated. If this installed product is registered using the Product Registration component, this field displays the date when the registration is submitted.

Warranty Information

Only one warranty can be associated with an installed product.

Note. If you are using this page to add a service, the system does not display this group box.

Warranty Name	Enter the warranty that is associated with the item. Click the Transfer to Warranty button to access the component you use to define warranties.
Status	Select the current status of the warranty for the installed product, either Active or Inactive. For entitlement searches from cases or service orders that reference an installed product, the system first checks for an active warranty that is valid for the current date.
Start Date and End Date	Enter the dates when the warranty period begins and ends for the installed product. The system populates start date automatically using the install, ship, or order date for the installed product, depending on the start date option that the warranty definition specifies. The default end date is based on the length that the associated warranty definition specifies.

Purchase Information

Purchase Order	Enter the customer's purchase order number for the installed product
Authorization Code	Enter the authorization code that the credit card company provides, if applicable.
Order ID	Enter the order identification number for the installed product.
External Order ID	Enter the customer's order identification number for the installed product, if there is one.
Purchased From	Enter the name of the customer the installed product is purchased from.
Purchased From Contact	Enter the name of the contact the installed product is purchased from.
Ownership	Select whether the customer owns the installed product or possesses it under the terms of a lease or rental agreement.
Sales Representative	Enter the name of the sales representative who is associated with the order for the installed product. If your installation includes PeopleSoft Sales, the system prompt for this field lists the people who are defined as sales force representatives in the system; however, you can enter the name of any worker.

Operating System

The fields in this group box are relevant to installed computers, computer software, and computer accessories, and are for information purposes only. Enter or select the information from the fields that appear in this group box.

Note. If you are using this page to add a service, the system does not display this group box.

See Also

Service Order Toolbar Functions

Viewing Preventative Maintenance Details

Access the Preventive Maintenance Detail page.

Note. If you are adding a service or asset, the system does not display this page.

Use this page to view the preventive maintenance history of the installed product. You can also preview and update information about the upcoming preventive maintenance service using the agreement code, renewal number, line number, business unit, status start date and creation date.

See Managing Scheduled Preventive Maintenance.

Entering Attributes

Access the Attributes page.

See Configuring Attributes.

Viewing Information Regarding Events, Audits, Cases and Service Orders

Access the History page.

Events Link

Click the Events link to view events that are associated with the installed product. To filter events that appear in the grid enter dates in the From Date and To Date fields and then click Refresh.

The system displays these events out of the box:

A high level view of each service activity, which includes new orders as well as change orders (for services only).
The status of business projects, including links back to the Business Project status page (for services only).
Installed product creation dates and the people who created the installed products.
Changes in status, showing the old and new values
Changes in the parent installed product ID, showing old and new values
Employee and department transfers, including old and new values (for assets only).
Changes in the configuration code, showing the old and new values (for Calico-configured products only), including links to display the old and new configuration.

If you want to configure additional events to appear in the Events group box, use AAF (Active Analytics Framework).

See PeopleSoft Enterprise Components for CRM 8.9 PeopleBook

Audits Link

Click the Audits link to display changes to the records and fields that are associated with the installed product. The system displays previous and new values for the fields that have changed. The system displays all fields from both the installed product main record as well as the installed product status record.

Note. Auditing is turned off out of the box by default. It must be enabled using PeopleSoft Application Designer. The audit record for Installed Product is RF_INST_PROD_AT. This record contains the fields from these records on which auditing must be enabled if desired: RF_INST_PROD (the main installed product record), RF_INST_PROD_ST (the status record), and RF_INST_PROD_PM (the preventive maintenance record).

See Setting Up Auditing for Cases and Inbound Email.

Cases and Service Orders Link

Click the Cases and Service Orders link to view the cases and services orders that are associated with the installed product, service, or asset. The system displays the case and service order IDs and provides links to the Case and Service Orders pages.

Within the Associated Cases group box the system displays a summary of the case, the status, the date the case was created, who created the case, and the date the case was closed.

There are three tabs within the Associated Service Orders group box.

On the Service order tab the system displays a description of the service, the status, the date the service order was created, who created the service order, and the date that the customer was provided service.
On the Assignments tab, the system displays the name of the provider group and the assigned technician.
On the Sources tab the system displays whether the service order was created from a case, order, or a request for preventative maintenance.

The Material Orders link appears preceding the Associated Service Order group box. Click this link to go to the Installed Product Material page, which contains grids for the used and removed materials for each associated service order. Each grid includes the service order ID, created date, item ID, item description and quantity (used or removed).

Viewing Installed Products

This section discusses how to use the installed product viewable hierarchy.

Page Used to View the Installed Product Hierarchy

Page Name	Object Name	Navigation	Usage
Installed Product Hierarchy	RF_INSTPROD_VH_SEC	Click the View Hierarchy button from the Installed Product, Service Order, My Service Order, Support Case, HelpDesk Case, RMA (return material authorization), FormSite (under Customers CRM), Product Registration Installed Assets, Search Installed Products and Services, Search Installed Assets, Customer 360 Degree View, Worker 360 Degree View, Order Capture Entry, Self-Service Accounts, Self-Service View Services, Self-Service Support Case, and Self-Service HelpDesk Case pages.	View the installed products that meet the customer or internal worker, site, product, serial number, asset tag, and department criteria that is available on the source page. For the installed products that the system returns, you can also view record status and parent, child, and sibling relationships to other installed products.

Using the Installed Product Hierarchy

Access the Installed Product Hierarchy page.

Note. This hierarchy is not available for service orders or cases, if they are configured to hide installed product information (through the corresponding service order or call center configuration templates). There are additional runtime filters that you can turn on using the Tree Configuration: Department (if PeopleSoft HelpDesk installed) and Account.

Filters

Displays the values that are available on the source page that the system used to filter the initial view of the hierarchy.

All Statuses and Single Status

Select the status of the installed products that should be included in the hierarchical view.

Note. If you select Single Status, you can also use either the equal to (=) or not equal to (not =) operator to select a status for which you want to search for a product.

Refresh

Click to update the display after specifying alternate status values.

The system displays the Installed Product ID (always), Description (always), Site, Department, and Account fields for each installed product that meets the filter criteria. The system only displays these fields (Site, Department, and Account) if they are configured to displays when you define the tree set up and department. In addition, these filters are available only if you have PeopleSoft HelpDesk installed. Click the link of an installed product to access the Installed Product page, where you can update information as necessary.

Note. The system displays the Change Order button next to selected products as it does next to the Product ID on the Installed Product page. The button is only shown for those products meeting the criteria mentioned above.

When the tree information requires more space than can fit on the page, use the positional links (First, Previous, Next, Last, Left, and Right) at the top of the tree to navigate through the information. Click the folders that appear in the tree to collapse or expand specific sections of the hierarchy.

Tree Name	Displays the name for the tree for the installed product that you entered on the Add page. Use the de
Description	Enter a description of the tree you are adding.
Market	Select the market that will use the tree.
Default	Select to set this tree as the default tree that appears for this market on the Installed Product Hierarchy page if multiple tree exist.