Tracking Installed Products and Assets

The chapter provides overviews of installed products, installed assets, and hardware asset information mapping and reconciliation 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.

• Map and reconcile asset information.

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.

• Service activation of pre- and post-paid accounts.

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 (assets) 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 may define customer sites that are entitled to support offerings. Alternatively, support agreements may contain a list of contacts who are entitled to request the support offerings listed on the agreement lines.

• Help desk agreements represent an agreed upon level of service that an organization provides to its employees.

  Note. Only external or site-based agreements (non-help desk) can be represented by an installed product. Using an installed product to represent an agreement is a special case scenario that allows PeopleSoft Order Capture users to order an agreement in addition to a regular product, since both can be represented as installed products.

How Installed Products Are Created and Updated

You can manually create and maintain installed products for most 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.

Note. If you are using PeopleSoft CRM for Communications you cannot create installed products through the Installed Products pages. You must create installed products for communications through other business processes, such as PeopleSoft Order Capture and PeopleSoft Order Management.

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, 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.

See Defining Creation and Update Rules for Installed 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 Order Management 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.

See Also

Working with Order Capture Business Projects

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.

See Also

Setting Up and Managing Agreements and Warranties

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, 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 the installed products that are returned for specific field values:

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.

Additional runtime filters, other than Status as mentioned previously, exist. 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

Service Activation of Pre- and Post-Paid Accounts

PeopleSoft Enterprise Bill Presentment and Account Management enables users to manage both pre- and post-paid accounts. You can also retrieve current billing and account status information on prepaid accounts from a third-party billing vendor.

Prepaid services are paid for before usage. For example, customers may pay in advance for wireless services that will be consumed later. Post-paid customers pay after the wireless service is consumed. Post-paid customers usually have a monthly billing cycle and require credit verification.

To activate these services, use the Service Management Order component in PeopleSoft Order Capture. The system uses the Activate table (RO_ACTIVATE) to hold activation details associated with an activated Service Management Order. It also uses the Capture component interface to load the Service Management Order with the installed product that is being activated. The system transfers control to the Service Management page and loads the new Service Management Order. You can navigate to the component by selecting the Activate Services link from the 360- Degree View page when the system displays a communications customer.

See Also

Working with Service Management

Understanding Installed Assets

This section discusses:

• How the CRM installed asset table is updated.

• How new assets in PeopleSoft Financials Management System, FMS, are identified in CRM.

How the CRM Installed Asset Table is Updated

Installed assets may be manually entered directly into the system using the Installed Assets page. For customers using PeopleSoft FMS, installed asset entries may be initially created by a full synchronization to the FMS asset repository data. All FMS entries of Asset_Type 010 (IT-Hardware) are added to the data on the CRM-installed asset table. Subsequent additions and updates to the FMS asset repository data for Asset_Type 010 entries are sent to CRM for incremental synchronization.

Before running the full Asset synchronization, you need to run these full synchronizations from FMS to CRM:

• Asset Subtype

• Manufacturer

• Location

• Department

• Employee

Performing these synchronizations ensures that the values used in the asset entries for the tables listed previously will exist in the system. This action helps prevent Invalid Entry problems when viewing the installed asset data.

This preparation also ensures that the relevant data referred to on FMS assets (customer, department, manufacturer, and so on) has corresponding entries on the CRM side. Without the corresponding data on the CRM side, the full synchronization may attempt to create a CRM-installed asset for an employee who does not exist in CRM. If you attempt to create an installed asset this way, the system displays an error message.

How New Assets in PeopleSoft Financials are Identified in CRM

When asset data is sent from FMS to CRM, the CRM-installed asset table is updated like this:

Positive Matches

• If a match exists on the business unit and asset ID between the FMS data and the CRM data, the CRM data for that row is updated with all the values from FMS.

  This action may occur when data for an asset has previously been received from FMS by CRM and a change is subsequently saved and published by FMS.

• If a match exists on the installed product ID between the FMS data and the CRM data, the CRM data for that row is updated with all the values from FMS.

  This action may occur when data for an asset was created by CRM and sent to FMS, and a change is subsequently saved and published by FMS. In this case, the corresponding CRM entry would have the same installed product ID (INST_PROD_ID) but would still have no values for the business unit and asset ID.

• If a match exists on the serial ID but not the business unit or asset ID, the CRM data for that row is updated with all the values from FMS.

  This action may occur if data for the same asset has been entered independently in both FMS and CRM.

  Note. If data for the same asset has been entered in FMS and CRM in a previous release, the FMS entry will not initially have the key fields for the corresponding CRM entry, and the CRM entry will not initially have the key fields for the corresponding FMS entry. However, if both entries refer to the same serial ID, it can be assumed that they refer to the same actual asset.

Assumed Positive Matches

• Asset Tag

  If a match exists between FMS and CRM based on identical non-null values for asset tag and product and if a blank value exists for business unit, asset ID, and serial ID on the CRM side, then the CRM data for that row will be updated with all the values from FMS. This action applies in situations where data for the same actual assets already exists in FMS and CRM but the only value on the CRM side is an asset tag rather than a serial ID. In this case, an update from FMS needs to be matched against the corresponding CRM entry.

• Employee and Product

  If a single matching row exists between FMS and CRM based on identical non-null values for employee ID and product ID and if a blank value exists for business unit, asset ID, and serial ID on the CRM side, then the CRM data for that row is updated with all the values from FMS. This action applies in situations where data for the same actual assets already exists in FMS and CRM and the only value on the CRM side is an asset tag rather than a serial ID. In this case an update from FMS needs to be matched against the corresponding CRM entry

  If a single entry in CRM matches the assigned employee and product, the system assumes it refers to the same actual asset and the CRM entry is updated.

• Department and Product

  If a single matching row exists between FMS and CRM based on identical non-null values for department ID and product ID and if a blank value exists for seriaI ID on the CRM side, the CRM data for that row is updated with all the values from FMS. This action applies in situations where data for the same actual assets already exists in FMS and CRM and the only value on the CRM side is an asset tag rather than a serial ID. In this case, an update from FMS needs to be matched to the corresponding CRM entry.

  If a single entry in CRM matches the assigned department and product, the system assumes it refers to the same actual asset and the CRM entry is updated.

Ambiguous Matches

In all other cases for which the system cannot unequivocally determine that the asset is definitely the same or definitely different on both systems, the data for that row is sent to a reconciliation table that a user may access online.

This case should apply in situations for which data for the same actual assets may exist in FMS and CRM, when the only value on the CRM side is an asset tag rather than a serial ID; but for which the lack of matching unique identifiers or the presence of multiple potential matches prevents a positive match.

In this case, the user needs to determine if an update or an add is required on the CRM side to reconcile the data from FMS

The online page lists all the rows of data that require reconciliation with CRM entries. You can open each entry to see the possible matches with existing CRM installed assets based on the matches on the product ID and one or more of these fields: Employee ID, Department ID, and Location. Drilling in on the first entry on the screen presents the user with all possible matches.

This detail page shows all possible matching CRM entries and provide an action button to process any of these rows. The Merge Selected Installed Asset link allows you to:

• Confirm that the row for that CRM entry refers to the same actual asset as the data from FMS.

• Update the CRM data with all the values from the FMS system.

After identifying the desired row and clicking the Merge Selected Installed Asset link, the data from the FMS asset is used to update the selected CRM asset. The system then returns to the first screen, which shows all unreconciled FMS asset records.

The Create New Installed Asset button allows the user to specify that the FMS data does not refer to any asset on the CRM side. It also creates a new CRM installed asset row based on the values from the FMS row.

Understanding Hardware Asset Information Mapping and Reconciliation

This section discusses:

• Product mapping for hardware assets.

• Reconciling asset information and defaults.

Product Mapping for Hardware Assets

The CRM Installed Product table requires a product ID for every installed asset. This enables users to see the kind of asset that is being referred to in the system. Since neither the product ID nor inventory item ID are required for entries in the FMS asset table, it is important that the CRM-installed product table entries are assigned a product ID based on the following options:

• If the FMS asset table entry has an entry for the product ID, the system uses it to check the corresponding inventory item ID.

  If more than one inventory item ID is found, the system uses the first inventory item ID when creating the CRM installed product entry.

• If the FMS asset table entry has no entry for the inventory item ID, the product ID is assigned to the CRM installed product entry based on a mapping table that is defined at setup (installation) by the user to map certain fields from the FMS system to the equivalent product ID’s that you set up on the CRM system.

  To go to this page click Set Up CRM Common Objects, Integration Rules, Integration Defaults, Asset Product Mapping. The search page enables the user to open the page for the desired setID value of the Product table to which the user is mapping entries.

The intention for this system design is to create a distinct product that will be mapped to each combination of asset subtype, manufacturer, and model that is expected to be present in the list of assets that is returned from FMS, including the discovery process that is run on FMS. The system allows a product to be associated with each type of asset. When receiving information about a new asset from FMS, CRM checks the mapping table to see if a match exists on non-null values for the asset subtype, manufacturer, and model fields.

If a match exists, the system uses the corresponding product from the mapping table to create the new installed asset in CRM. If no match is found on the three fields, a match is attempted on the asset subtype and manufacturer. If a match is found, the corresponding product ID is used. If no match is found on these two fields, a match is attempted only on asset subtype. If no match is found on this field, a match is attempted just on blank values for asset subtype, manufacturer, and model. This type of row corresponds to a default product ID.

Note. A SaveEdit error on the mapping page requires a value for manufacturer if a value for model is present on that row. In addition, this SaveEdit error requires that the user enter a single default value specifying a product that should be used when no other match applies. This entry ensures that we can always map a product to any entry that comes from FMS.

As mentioned previously, you could set up your system so that the assets sent from FMS (asset type of IT-Hardware) have values for asset subtype, manufacturer, and model, and ensure that each of these combinations is mapped to a distinct product on the mapping page. This setup would involve setting up the appropriate asset subtypes and profiles on the FMS side and the appropriate products and product mapping setup page on the CRM side. Providing a default product ID as described previously ensures that a product ID can always be found for use in the CRM installed product table. This default is required since the CRM installed product table requires a product ID value for each of its entries.

Note. Before adding data to the Product Mapping page, you must run the Manufacturer_Fullsync and Copy_AM_Subtype full synchronizations.

Reconciling Asset Information and Defaults

If the system cannot determine if the asset is the same on both the CRM and FMS databases, use the Asset Reconciliation page to reconcile or add asset information.

The system checks the mapping table first to determine the product ID since a default product ID should always exist for use in the mapping table even when no matches occur on the asset subtype, manufacturer, and model data. If no mapping table entry is found, the system derives the product ID from the item ID, which means that the item ID would be used only in cases when no mapping table exists for the setID. Not having a mapping table for the setID, however, would constitute an erroneous data setup.

Defining Creation and Update Rules for Installed Products

This section discusses how to:

• Set up default installed product rules.

• Define installed product rules for a product.

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

Pages Used to Define Creation and Update Rules for Installed Products

Setting Up Default Installed Product Rules

Access the Installed Product Defaults page.

Products Which Require a Service Order for Installation

Products Which Do Not Require a Service Order for Installation

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

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.

See Also

Entering Shipping, Payment, and Billing Information

Configuring Installed Product Display Options

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

This section discusses how to:

• Defining installed product status options.

• Set up display options for installed products.

• Define status translate values for installed products.

Pages Used to Configure Installed Product Display Options

Defining Installed Product Status Options

Access the Installed Product Status Options page.

Enter the code, long description, and short description for the statuses that you want to use for the installed products that you use in your business environment. Users and implementers can select these values from many pages within CRM, including the Define Status Translates page that is documented in this section.

Setting Up Display Options for Installed Products

Access the Set Up 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.

Note. Status code values are defined on the Installed Product Status Options page. Click Set Up CRM, Product Related, Installed Product, Installed Product Statuses.

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). These statuses are hard coded 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

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.
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 trees exist.

General Tree Options

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

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 options 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

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.

Maximum Number of Rows To

Testing Trees for Installed Products

Access the Test Tree page.

1. Enter data into at least two of the fields in the Test Filters group box (at a minimum, one field must be SetID).

2. 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

Copying a Tree

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.

Page Used to Configure Roles

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:

1. Select the 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.

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 no default tree is associated with the user's market, the system skips ahead to step 3.

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.

4. If no default tree exists 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 fields are modifiable or read-only.

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 about events, audits, cases, and service orders.

See Also

Working with Future Dated Orders and Temporary Services

Pages Used to Manage Installed Products

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.

If you enter this page through the Installed Product and Services page, the system displays the Customer and Contact fields. If you enter through the Installed Assets page, the system displays the First Name and Last Name fields. After the user selects an employee's first and last name using these fields, the selected employee's name appears as a link that transfers the user to the worker page for the corresponding employee. A transfer button for the person appears for installed products when there is a customer and contact, not installed assets.

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 fields described below.

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.

Partner Information

Use the fields in this group box to select a partner company and contact 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

See Modifying Industry-Specific Translate Values.

Registration

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.

Purchase Information

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 Preventive 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.

For information on configuring attribute for installed products, refer to the section below.

See Configuring Attributes.

Viewing Information About Events, Audits, Cases, and Service Orders

Access the History page.

Events

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 as delivered:

• 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 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.

• Changes to information that is associated with the installed product, including customer, contact, site, partner, and partner contact.

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

See PeopleSoft Enterprise Components for CRM 9 PeopleBook.

Audits

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. At delivery, auditing is turned off 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 the 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

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.

The Associated Service Orders group box has three tabs:

• 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.

  Note. The Service Date field displays the latest end date time log entry, if available. If it is not available, the system populates the field with the customer preferred end date. If that is not available, the system populates the Service Date field with the committed restore date. And finally, if the committed restore date is not available, the system populates the Service Date field with the last modified date when the service order status is equal to closed.

• 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, an order, or a request for preventive 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

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.

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 display when you define the tree setup 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 previously.

When the tree information requires more space than fits 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.

Mapping and Reconciling Asset Information

This section provides a prerequisite section, an overview of terms and definitions and discusses how to:

• Enable integration to the ARM in PeopleSoft Financials.

• Run the initial data synchronization.

• Assign new product IDs to new asset entries.

• Reconcile asset information.

Note. The Product Mapping for Hardware Assets and Asset Reconciliation pages are only relevant for users who are implementing asset integration with FMS.

Prerequisites

Before you can access your third-party asset management application from within PeopleSoft HelpDesk, you must first:

• Install a third-party asset management application or the Altiris asset management application.

• Install the Altiris agent or other third-party software on the computers that need to be discovered.

• Install the Altiris Carbon Copy agent or the third-party remote control software on the computers that need to be remotely controlled.

• Update the Portal CREF information to point to the correct URL for your environment.

  See Enterprise PeopleTools PeopleBook: Internet Technology, “Configuring the Portal Environment”

Note. The PeopleSoft HelpDesk integrates only with Altiris versions 6.0 and above. For other third-party vendors, refer to the vendor's documentation or ask your consultant for advice on setting up an integration with PeopleSoft CRM. PeopleSoft does not support integration with third-party vendors other than Altiris.

Terms and Definitions

This section discusses common terms used in this document.

Terms

These terms are used throughout this document:

Enabling Integration to the Asset Repository Module in PeopleSoft Financials

Enabling integration between CRM and Financials occurs on the Installed Product Configuration page, which is keyed by setID.

To enable integration:

1. Navigate to Set Up CRM, Product Related, Installed Product, Configuration.

2. In the Integration Options group box, select the Enable Asset Integration with PeopleSoft Financials check box.

   The check box that controls the display of the installed asset serial ID is automatically selected, since the PeopleSoft Financials application requires serial ID values for all hardware assets.

See Enterprise PeopleTools PeopleBook: Integration Broker

Running the Initial Data Synchronization

To synchronize all desired asset data between Financials and CRM on a newly implemented system:

1. Use PeopleTools Integration Broker to activate the location, department, and worker messages.

2. In the Financials application, navigate to Enterprise Components, Integration Definitions, Initiate Processes, Full Data Publish.

3. Publish using these messages in this order:

   • Manufacturer data: MANUFACTURER_FULLSYNC

   • Asset Subtype data: COPY_AM_SUBTYPE

   • Asset Full Sync data: COPY_IT_ASSET

4. Inactivate the FULLSYNC messages and activate the corresponding SYNC messages.

Processing the messages in the order given creates records for these data, in this order:

1. Employee, department, and location data.

2. Manufacturer data and asset subtype data.

3. Financials asset repository data.

Records created in this order ensure that the data is validated.

Synchronizing data in this order ensures that the relevant data referred to on the Financials assets, such as department, employee, and manufacturer, has corresponding entries on the CRM side. Without such corresponding data on the CRM side, the full synchronization might attempt to create a CRM installed asset for an employee that does not exist in CRM, which would cause an error.

See PeopleSoft Enterprise Maintenance Management: Documentation Update on Maintenance Management Integration with CRM

See PeopleSoft Enterprise Components for CRM 9 PeopleBook: Activating Integration Points

See PeopleSoft Enterprise Components for CRM 9 PeopleBook, “Using the Effective Date Publish Utility,” Performing a Full Data Publish of Current Effective Data

See Enterprise PeopleTools PeopleBook: Integration Broker

See Data Integrations.

See Integrating with PeopleSoft Financial Management Services.

Pages Used to Map and Reconcile Asset Information

Assigning New Product IDs to New Asset Entries

Access the Product Mapping for Hardware Assets page.

Use this page is to map a combination of the three FMS fields (Asset Subtype, Manufacturer, and Model) to a CRM product ID value as part of the asset integration between the two systems.

On all installed product entries, CRM requires a product ID but FMS does not associate a product ID to its asset entries This map specifies how the CRM system should assign a product ID to each CRM-installed asset entry that is created from FMS asset data.

The Asset Subtype, Manufacturer, and Model fields on this page refer to the identically defined fields from PeopleSoft FMS Asset Management.

Note. To capture product asset information from FMS that does not map to the installed product entries in CRM, leave the Asset Subtype, Manufacturer, and Model fields blank in the first row on this page and only enter a Product ID. When no matches are found on asset data in CRM, the system provides the information from FMS to this product ID by default.

Reconciling Asset Information

Access the Asset Reconciliation page.

Select the option associated with the asset that best matches the data that has come over from your FMS database. This information is displayed in the top portion of the page. Then click one of the buttons at the bottom of the page to either merge the selected asset or create a new asset.