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Installed Base Management
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Date created:
July 17, 2013

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Installed Base Management

Installed base management enables the representation of objects installed at your customer's site (such as devices, machines, and software) for which a service
is offered. It can also be used to manage objects used within your own organization. You manage the installed base structure with its components, and general
data for the installed base and its components.
Installed base management is available in the WebClient UI, Interaction Center WebClient, mobile service applications, and E-Service.
In business processes, an installed base can be referred to as a general unit or as an individual element (component).
The set of installed objects at the customer's site can be used, for example:
To determine the exact object for which a problem has been reported
To determine in detail what the transaction refers to (for example, visit by field service representative, repair by a service technician)
By the service technician as information about which object is affected and the parts it consists of
For documenting changes made to objects
In addition to the use of the installed base data in individual service processes with the customer, it also represents the basis for additional evaluations, such as
the following:
Activities covered by service contracts
Statistics

Recommendation
To enable you to have as clear as possible an overview of the status of the customer's installed objects in your system, we recommend that you only store
objects and information relevant for your service, and that you do this in a clearly-presented structure in one installed base to avoid redundancy. Therefore, you
should plan and structure installed bases in detail beforehand. For more information, see Creation of Installed Bases.

Integration
Installed base management is integrated in service transactions as follows:
Integration in service contracts
In the service contract, you can use assignment block Object List to assign installed base components, objects, and entire installed bases to individual
contract items.
For more information, see Assigning Service Contracts to Installed Bases.
Integration in other service transactions
You can use assignment block Reference Objects to assign installed bases and installed base components to service transaction items.
For more information, see Service Processes with Installed Bases as Reference Objects.

More Information
For information about installed bases in the other channels, see the following documentation:
Channel

Documentation

Interaction Center WebClient

Specifics for Interaction Center: Service

Mobile service application

Installed Base Management

E-Service

Installed Base Management in E-Service

Installed Bases
A multilevel structure containing installed base components. Installed bases are used for managing objects that are installed (or are going to be installed) at the
customer's site, for example devices, machines, or software. An installed base describes the hierarchical structure of these objects and their individual parts
(components), and can be the reference base for services.
Installed bases are suitable for storing your customer structures and the service-relevant objects installed at the customer site.
Service contracts can be agreed to and service orders created with reference to installed bases or installed base components.
Interaction center agents can search for and display installed base components during customer contact using partner, address, or object data, or using the
installed base number. Installed base components can be transferred to a list within the interaction center, from which installed base components can be copied
as reference objects to a service transaction.
Before going to the customer site, or while on-site, field service representatives or service employees can display and change installed base data on mobile
devices (such as laptops) and create new installed bases.
The customer's employees can create installed bases or access existing ones using E-Service. They can also enter complaints and service requests for installed
base components.
There are two basic approaches to creating and maintaining installed bases (these approaches can be used in combination):
One installed base for multiple objects
You group all objects for a customer in one installed base. This option is particularly useful when substructures for the individual objects are less important.

Example
The complete data processing installed base at your customer's site is managed as an installed base with several components. You are focusing on PCs
and other items being installed and assigned to rooms or persons, for example. The detailed structure of individual devices is not relevant.

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and other items being installed and assigned to rooms or persons, for example. The detailed structure of individual devices is not relevant.
Installed base for one object
You create an installed base for each installed object (that is, for each device, each machine, all software, and so on) that is relevant for service. This option is
especially useful if the substructure of individual objects is also important to you, for example, for service part orders for large machines.

Example
Every computer, monitor, and printer for your customer's data processing system is managed as a separate installed base and described there in detail. In
the installed base, you can assign the service-relevant parts of a PC (memory bank, hard drive, cards, and so on) to a PC as components.

Structure
An installed base is displayed as a tree structure.
An installed base consists of the following parts:
The installed base itself is a grouping unit, under which you group all of the parts (components) in a structure.

Note
The term installed base refers to the entire installed base and all assigned objects. An installed base can itself also be a component of another installed
base.
The installed base components (see Installed Base Components) are parts within the installed base.
When you make changes to the structure and components, validity intervals are determined, so that you can retrace previous statuses.
An installed base has an internal ID assigned by the system. You can also enter an External ID and a Description.

Example
An installed base could be a kitchen appliance, an elevator in a building, or all elevators in the buildings of a company.
An installed base can also include a complex object, for example, an airplane with all service-relevant parts or an airplane that has not yet been constructed,
whose parts should be managed as related parts from the planning and construction phase onwards.
An installed base can also include two wings, which should be integrated in the higher-level installed base Airplane after fabrication.
The figure below shows an example of an installed base, representing an IT system, and is followed by an explanation:

An installed base has been created for an IT system. The installed base has an address and partner data. On the first sublevel of the installed base hierarchy the
following text components have been created:
Room A01
This component has the following lower-level text components:
Desk 1
Beneath this component is a product component representing a PC.
Desk 2
Beneath this component is a product component representing a PC.
Desk 3
Beneath this component is a product component representing a PC.
Room A02
This component has the lower-level text component Desk 1. Beneath this component the following product components have been created:
A PC
A scanner
A color printer
The object component Laser Unit 4587AD78 is assigned to this product component.

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Room B01
This component has the following lower-level components:
An object component for a copier
An installed base for a printer server

Installed Base Components

Individual elements of an installed base at the customer site that contain service-relevant information and can be referred to in business processes. All
components for an installed base are arranged in a structure.
An object becomes a component of this installed base by being included in an installed base structure.
You can assign additional objects to each installed base component. In this way, an installed base can be organized hierarchically and on multiple levels.

Structure
An installed base component has the following optional parts:
An identifier (ID)
A description
A link to involved parties and organizations, and a link to an address
A link to warranties
Qualification requirements for the service employee
Counters and counter readings
In addition, an installed base component always has a specific component type. The following component types are possible:
Product
You can assign an existing product to an installed base as a component. General information is displayed for this product.
Text
You can assign a text component to an installed base. In the text component, you can manually define any short text you like.
Installed base
You can assign an existing installed base to another installed base as a component.

Note
You can incorporate one installed base into another installed base as a component (a reference is created to the incorporated installed base). You can use
this approach, for example, to group all installed bases for a customer under a new, higher-level installed base.
Object
You can assign an object to an installed base as a component. An object contains data that uniquely identifies the object. For more information about objects,
see Objects in Installed Bases.
Components can be arranged hierarchically below one other in substructures or they can be incorporated individually into the installed base.

Objects in Installed Bases

Enable you to uniquely identify specific individual objects and to track them in business processes. They enable you to manage specific information that is valid
for a certain object and support the mapping of business processes that require a unique reference to a certain object (such as a service contract for an object).
Objects complete the existing product options. The product contains general information about the goods or services that it describes. However, it cannot provide
specific details about the objects that could possibly exist for the product.
The object contains individual data that is valid for exactly one object, such as location and identification number.
You can also use objects to map relevant business environment objects that are not directly objects of service processes or sales processes (such as buildings).
Examples of objects:
A computer monitor with the manufacturers serial number 123xyz
Mr. Smiths washing machine at 109 Fell Street in San Francisco. Although this washing machine does not have a number, it would be practically impossible
to confuse it with another washing machine.
A life insurance policy, which can be identified by its unique policy number
A building with an address
Each object belongs to an object family (such as household appliances or software licenses). Settings at object family level define which fields you can maintain
for the objects. All other object settings are also made at object family level.
For more information, see Objects.
To use the installed base component Object, you have made settings in Customizing for Customer Relationship Management under

Master Data Installed

Base Objects/Object Family .

An object is created as follows:
By creating a new entry under Object Components
For more information, see Working with Objects.
By creating and installing an installed base component with the type Object in an installed base. This installed base component is then an object.

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By replicating equipment from SAP

For more information, see Replication of Equipment Between SAP CRM and SAP ECC.
It is a prerequisite that the following occurs in Customizing:
1. Installed base categories have been created.
2. Object families have been created.
3. The object families that can be used with each installed base category have been defined.
4. Set types have been defined for each object family.

Note
For more information, see Customizing for Customer Relationship Management under

Master Data Installed Base Objects/Object Family .

Note
By assigning an object as component type Object in an installed base structure, it is "created" as a new object in the installed base. However, the system
does not automatically assign it an ID.
This means that you allocate the object ID manually during assignment; this assignment is not made internally by the system. Therefore, check which IDs
you want to allocate to your objects before assignment.
Entry of an object ID is mandatory. The description, which you can assign in addition, is displayed in the structure overview.
Just as for the other installed base components, you can also assign the parties and organizations involved and address data to the object, and it is integrated in
service processes.

Example
You define an installed base category Custom Kitchen in Customizing and assign the object families Kitchen Appliances (Electric) and Kitchen Cabinets to this
installed base category.
You create an installed base of the category Custom Kitchen in installed base management. The refrigerator "Kitchenette 1007C", with the manufacturer's serial
number "K1007 C-2000-152-fgt", should be installed as an object in this installed base and become a reference object for service processes.
You assign an installed base component of type Object to the structure of the installed base, by creating a new object in the Object Components screen area:
1. Choose the object family Kitchen Appliances (Electric).
2. Choose the Category ID.
3. Enter Object ID K1007C-2000-152-fgt.
4. In the Description field, enter Refrigerator Kitchenette 1007C.
Finally, confirm your entries so that the components appear in the structure with the description.

Authorization for Installed Bases

You can control user authorization for displaying, changing, and creating installed bases. Authorization control for installed bases uses the authorization concept for
Application Server ABAP (see User Administration and Identity Management in ABAP Systems).

Features
For each user, you can determine authorization depending on the following:
The authorization group assigned to an installed base
The installed base category
Authorization is controlled by the authorization object CRM_IBASE (Authorization Object for Installed Base). For more technical information about the authorization
object, see the documentation for the object in the SAP CRM system.

Note
The authorization object IB_IBASE is not used in SAP CRM.
The authorization check does not influence whether or not certain options in the CRM WebClient UI (such as the Create button or hyperlinks to assigned installed
bases) are displayed on the user interface. If a user clicks a Create button, an Edit button, or a hyperlink to an assigned installed base but does not have
sufficient authorization for the respective action, a message is displayed informing the user of this.
The search results list for installed bases only contains installed bases for which the user has at minimum a display authorization. When users create or change
an installed base, they can only assign an installed base category or authorization group for which they have at minimum a display authorization.

Activities
You define authorization groups in Customizing for Customer Relationship Management under

Master Data Installed Base Define Authorization Groups .

Once you have defined authorization groups, you can assign them to installed bases in the CRM WebClient UI, on the Installed Base page, in the General
Data block.
For the relevant role, you define values for the above fields in an authorization profile, thereby determining which actions users with that role can perform, and
which installed bases they can display, change, and create.
If you restrict display authorization to installed bases, you also have the option of configuring the relevant business role for the CRM WebClient UI so that users
cannot navigate to the Installed Base page.

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Creation of Installed Bases

Planning the Design of an Installed Base Structure
The installed base structure should be organized and transparent. Therefore, only create installed bases that contain service-relevant information and structure
them as little as possible, but as much as necessary. For example, if you offer services for installed PCs, check whether it is sufficient merely to enter the PC in
the installed base and to assign a room or person to it, or whether the PC must be further structured, so that, for example, the PC's individual parts are entered for
possible service part deliveries.
In addition, duplicate data for parties involved, organizations, and addresses should not be stored redundantly in your installed bases. If, for example, the same
address is valid for all subordinate objects of an installed base component, it can be inherited if this is specified in Customizing. One option would be to structure
the installed bases in such a way that address data can be assigned to the installed base and, therefore, is also valid for all subordinate components. You can,
for example, create a building as an installed base and assign all service-relevant devices in this building as installed base components.
In the Interaction Center WebClient, this has the added advantage that when you search for an installed base using data from the involved parties and
organizations or addresses, an installed base with all assigned components is displayed, rather than just an installed base component.
You should consider the following questions in the planning and preparation phase:
Which installed base category and which object families do I require for the installed objects?
Which object families may be assigned as subordinate objects to one another?
How many structuring levels are needed?
What additional information do the service employees require?
At what level should I assign involved parties and organizations?
How do I achieve address management with as little redundancy as possible?
Keep in mind that too many levels in the structure can mean a larger processing effort for your service team, and that additional work is necessary to keep
redundant objects and address data up-to-date, as in the case of address changes.

Prerequisites
The creation of installed bases is dependent on Customizing settings, in particular the following:
The defined installed base categories
The object families that can be assigned to the installed base categories and the object families that can be assigned to one another at lower levels
The defined component categories
You can find all settings for installed bases in Customizing for Customer Relationship Management under

Master Data

Installed Base .

Features
Copying an existing installed base as a template
If you want to create a new installed base that is similar to an existing one, you can use the copy functions available as follows:
In the search result list of the Installed Base page
In the comparison of two installed bases, using the copy and paste function

Note
You cannot copy installed bases that contain objects as installed base components. Objects can only appear in exactly one installed base and, therefore,
cannot be copied.
Address and partner data from the original installed base is not copied to the new one.
Adding components
You can incorporate as many components as you like in each installed base and you can include subordinate components for each of these components. In
this way, you can create a multilevel, hierarchical installed base.
In the Installed Base Hierarchy block, you select the installed base or the component to which you want to assign other components. Then you create the new
component in one of the assignment blocks Product Components,Text Components, Object Components, or Installed Base Components.

Functions for Displaying and Editing Installed Bases

This section describes the functions available for displaying and editing installed bases.

Features
Display of complete multilevel installed base structure
You can display the hierarchy for an entire installed base including any lower-level installed bases.
Structure editing functions
You can change the assignment of installed base components to a structure using Delete, Cut, Copy, and Paste functions.
For more information, see Editing of an Installed Base Structure.
Structure gaps

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You can remove components from an installed base structure yet still retain information that a component was installed. You can reassign the same component
or a different component later. For more information, see Management of Structure Gaps.
Tracking changes to the installed base
Timestamp for changes
Changes to installed bases and their components are recorded with a time stamp. You can display a previous status of an installed base or compare the
status of an installed base at two different points in time. For more information, see Comparison of Installed Bases and Installed Base Versions.
Change history
In the Change History assignment block of installed bases and their components, you can get an overview of all the changes made to installed bases, such
as the deletion of a component.
If you want to restrict the entries in the change history, you can do this in Customizing for Customer Relationship Management under

Master Data

Installed Base Installed Base Category Define Settings for the Action Log for Each Installed Base Category .
Comparison of installed bases and editing of installed base(s) in the compare view
You can compare two installed bases and make changes to one or both of the installed bases in their current version. For more information, see Comparison of
Installed Bases and Installed Base Versions.
Assignment of addresses, organizations, and parties involved
You can assign an address or one or more parties involved to an installed base or an installed base component, and pass this assignment on to lower-level
components. For more information, see Assigning and Inheriting Addresses, Organizations, and Parties Involved.
Deactivation
You can set an Inactive status for installed bases for which no services are offered, but which are still required in the system. For more information, see
Deactivating Installed Bases.
Deletion and archiving
You can mark an installed base for archiving and deletion from the system. For more information, see Marking an Installed Base for Deletion.
Usage of components in installed bases
You can use the search option Header Using Component Data to determine in which installed bases a product or object is located.
Assignment of counters
You can assign counters to an installed base component by inserting an existing counter or creating a new one. You can also enter readings and display a list
of past readings. When you access a component from the Installed Base page and create a counter in the Counters assignment block, you automatically
navigate to the Counters page. When you have created the counter and saved, you can navigate back to the Installed Base page and select the counter for
assignment.
For more information about counters, see Counters and Readings.
Assignment of warranties to installed bases and installed base components
For more information, see Warranty Assignment and Automatic Warranty Creation.
Assignment of qualification requirements
You can enter qualifications required for the technician for an installed base or component of an installed base. For more information, see Qualifications and
Qualification Requirements in Service Processes.

Performance-Enhanced Search by Partner

To improve system performance during partner-based searches across installed bases (search options Header Using Partner Data and Component Using
Partner Data) you can use index table IBPART_IDX.
Performance is improved particularly for searching within large installed bases.

Activities
To fill the index table, you run the program IBPART_IDX_CREATE_INDEX (Create Partner Index for IBase). The table is updated each time an installed base or
component is saved. Ensure that the program is not set to run in test mode, otherwise the index table is not filled.
To empty the index table, you run the program IBPART_IDX_DELETE_INDEX (Delete Partner Index for IBase).

Editing of an Installed Base Structure

You can use the structure processing functions to make changes to an existing structure, whereby you can move, copy, or cut individual components or entire
branches of the structure.

Note
For more information about removing components, see Management of Structure Gaps.

Features
In edit mode, you click on the component to be edited and click an editing function.

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Structure

Use

Processing Function
Cut and Delete

Cut and transfer to clipboard or delete.

If you cut a component, it is removed from the structure along with the subordinate elements and stored on the clipboard.
As long as installed base editing is not closed and no additional components have been transferred to the clipboard, you can reinsert
the component. Otherwise the components are deleted.

Copy

Transfer component to clipboard

Paste

Insert component from the clipboard

Caution
A component available on the clipboard is deleted in the following circumstances:
The structure is saved and the application is ended
Another component is transferred to the clipboard using cut or copy

Versioning
The time when changes were made to an installed base or to a component are recorded. The system enters an internal Valid To time for the components and an
additional Valid From time. You can view previous versions of the installed base and compare versions (see Displaying Past Versions and Making Backdated
Changes and Comparison of Installed Bases and Installed Base Versions).
Object Structures
You can see object structures in the installed base structure, however, you cannot edit them on the Installed Base page. You can only edit object structures by
accessing them from the Objects page (for more information, see Object Structures).
Installed Base Components
You cannot edit installed base components directly on the Installed Base page. To edit components, you navigate using the provided links to the relevant
component page.

Comparison of Installed Bases and Installed Base Versions

You can use the Compare function on the Installed Base page to do the following:
Compare two installed bases, both in the current version and in past versions (the version can be switched independently for each installed base displayed)
Make changes to two installed bases in the current version, for example, to move components from one installed base to another
You cannot edit two installed bases in a past version.
Compare two versions of an installed base (snapshots of the installed base with different timestamps)
It is not possible to edit an installed base when comparing its versions (for example, to align the different statuses).
To use this function, you must activate the business function Sales and Service (CRM_SLS_SRV_1).

Features
The installed base structures are displayed side by side. To make changes in the current version, you can use the Cut, Copy, and Paste functions.

Note
Objects can only appear in exactly one installed base and, therefore, cannot be copied.

Management of Structure Gaps

You can mark components of the types Product and Object as structure gaps within an installed base. These structure gaps are used as placeholders and have
their own symbol. This makes it possible to remove an individual component without losing the substructures that are linked to this component.
Technically, structure gaps are components whose corresponding reference to a product or object is marked as not valid.

Features
Creation of Structure Gaps
You can create structure gaps as follows:
By defining the component type as a gap when you create it.

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No reference data is available when you create a structure gap in this way. This has the following implications:
For an object structure gap, no object ID or object family is assigned, nor can they be entered.
For an item structure gap, no product ID is assigned, nor can it be entered.
You can enter reference data when you insert a component in the gap (using the Install function described below).
By removing (dismantling) the component.
The component is identified as a structure gap by replacing its symbol while retaining the existing reference.
The component-type specific fields can no longer be edited. The corresponding reference is no longer valid, however, the reference data is still displayed. You
can replace it later by a different reference or the same reference. As a result it is possible to mark objects, for example, as having being removed from a
hierarchy, but still retain the information that is assigned to the component (such as counters, partners, address, qualifications and warranties) and the structure
of the whole hierarchy. Once you have removed it, you can assign a component of type Object to a different installed base hierarchy.
The reference data is displayed in non-editable fields. If this data is no longer available, for example because the object is archived, then the corresponding
fields are blank. This is the case for initial structure gaps. Furthermore, missing references do not create any error messages, since the reference data is not
validated.
You remove components on the Installed Base page by selecting the component that you want to remove and, under Object Component Specific Details or
Product Component Specific Details, clicking Dismantle.

Note
You can also delete components permanently using the function Cut without reinserting the component in a different position. When you do this, a Valid To
date is set for the component. If you view an installed base at the time before a component was removed, you can see all component information for that that
point in time.

Inserting Components in Structure Gaps

You can create a reference to a product or object in a structure gap. You do this on the Installed Base page by selecting the structure gap where you want to
insert a component and, under Object Component Specific Details or Product Component Specific Details, choosing Install.

Assigning and Inheriting Addresses, Organizations, and Parties

Involved
Assigning Addresses
You can assign an individual address to each installed base or installed base component. For example, an address can be a delivery address, location, or
customer address.
Assigning Organizations and Parties Involved
You can assign one or more organizations and parties involved with various functions to each installed base or installed base component. These functions may
include:
Sold-to party
Ship-to party
Contact person
Employee responsible
Service employee group
Inheriting Addresses, Organizations, and Parties Involved
If Customizing is set up appropriately, address data and data for parties/organizations involved is logically inherited from the installed base to the components.
Inheritance and the number of hierarchy levels that are to be inherited are defined in Customizing.

Integration
Partner assignment or address assignment is used during the search for components to take partner inheritance and address inheritance into account.
For example, this means that in the Interaction Center or service processes, all components can be found using the business partner.
Prerequisite
You have made the appropriate settings in Customizing for Customer Relationship Management under

Master Data Installed Base

Installed Base Category

Activate Partner and Address Inheritance, Change in the Past .

Features
When creating or changing an installed base in the structure, select the installed base or the relevant components and choose the appropriate assignment block.

Note
The inherited addresses and partners are not displayed if you select a component and display the address or parties/organizations involved in the assignment
block. Only addresses, parties involved, and organizations that were directly assigned are displayed here.

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Depending on the Customizing settings, the address data may be used to calculate the geographical coordinates for an installed base or an installed base
component. This data is important for resource planning for calculating the optimum route.

Marking an Installed Base for Deletion

You can mark an installed base for archiving and deletion from the system if it is no longer required, for example, since service is no longer offered for the installed
base and it is no longer taken into account in evaluations or statistics.

Features
The installed base receives an additional system status and you can no longer edit it.
The deletion flag can be removed again at any time, providing that archiving of installed bases (see Archiving Installed Bases) has not yet started.
The installed base is transferred to an external archiving medium during the next archiving procedure and is subsequently deleted.

Activities
You mark an installed base for deletion in the General Data assignment block in edit mode by clicking Edit Status and selecting the Deletion checkbox.

Deactivating Installed Bases

Use
Choose this function for installed bases that are still required in the system but for which service is not offered, or no longer offered.

Features
Deactivating an installed base means that the installed base receives an additional system status. However, it is still possible to edit the installed base.
You can perform deactivation at any time and also reverse it at any time.

Activities
To activate or inactivate an installed base, in change mode in screen area General Data, choose Edit Status and set the indicator to Active or Inactive.

Example
A customer replaces an installed base with a more modern one. However, the installed base is still required for evaluations or statistics.
An installed base at the customer site is just in the planning phase and has not yet been installed.

Displaying Past Versions and Making Backdated Changes

You can display a snapshot of an installed base or an installed base component as it was defined at a particular time on a particular date in the past. You can
also create or edit an installed base using a timestamp that lies in the past, in other words, you can backdate your changes. For example, you can backdate
changes to an installed base structure to the date as of which the changes were actually made to the physical installation.

Note
The timestamp (validity date) that you use for creating/changing must lie after the latest timestamp used for changes to the installed base or component.

Prerequisites
You have activated the business function Sales and Service (CRM_SLS_SRV_1).
You have enabled backdated changes to installed bases and their components in Customizing for Customer Relationship Management under
Installed Base

Installed Base Category

Activate Partner and Address Inheritance

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Master Data

by selecting the Edit Past checkbox.

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Features
You can specify the date and time from when a new installed base or changes to an installed base are valid.
You can use the Change History assignment block to get an overview of past versions (each change has a timestamp).
The Change History assignment block lists all versions of an installed base, even if these are future versions relative to the version currently displayed.
When you display a past version of an installed base, time-dependent data such as the component structure and the parties involved is updated on screen.
Time-independent data such as the address, attachments, and status, are not updated on screen.
You can navigate from a past version back to the current version.

Installed Base Fact Sheet

The fact sheet provides you with a summary of the essential details about your installed bases taken from several sources, such as master data and transaction
data, available in SAP CRM.
It provides the main information about an installed base in a form that is easy and quick to read and print. It also provides a basis for integrating alternative
sources of information, such as new reports.
The fact sheet is available for installed bases at header and component level from the Installed Base page.

Prerequisites
The fact sheet is delivered preconfigured, with a one-column layout, which can be changed, as necessary.
Adapt the configuration for the fact sheet in Customizing for Customer Relationship Management by choosing

UI Framework UI Framework Definition

Maintain Fact Sheet .

See also: Fact Sheet and Configuring the Fact Sheet

Features
An online version of the fact sheet is available with:
A selection of the assignment blocks as available on the overview page, and in addition a number of assignment blocks with information derived from other
sources.
Standard personalization options, enabling you to select which assignment blocks and columns are to be displayed.
Hyperlinks allowing you to navigate directly to other information, such as warranties, counters, and service contracts.
The complete list of assignment blocks delivered for the installed base at header and component level is as follows:
Assignment Block

Description

Details

Displays basic installed base header/component data, contact data including function, and location details.

Parties Involved

Lists all partners together with their functions for the installed base header/component.

Counters

Displays all available counters for the installed base component.

Warranties

Displays all available warranties for the installed base component.

Open Service Items

Displays any open service items for the installed base component. Only those items from documents that do not contain any errors and
that have been released are displayed.

Service Contracts

Displays the service contract items and related service contracts for the installed base header/component.

Last Closed Service

The last n service orders that have been given the status "Completed".

Orders

Activities
Certain assignment blocks have been set with default values. These default values can be changed in the configuration for the component IBFACTSHEET using
transaction BSP_WD_CMPWB. To do this, you double-click the relevant view and choose Attributes:
Contact (Header Details): IBFACTSHEET/IBaseContactPerson
The attribute PARTNER_FUNCTION is set to "Contact Person" (15) in the standard delivery.
Last Closed Service Orders: IBFACTSHEET/IbaseLatestSrvos
The attribute value LAST_WEEKS is set to 12 in the standard delivery.
Open Service Items: IBFACTSHEET/IbaseOpenServiceItems
The attributes ITEM_STATUS_1 and ITEM_STATUS_2 have the status values I1002 (Open) and I1003 (In Process).

More Information
Object Fact Sheet

Archiving Installed Bases

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Purpose
You can archive installed bases in CRM Enterprise. The relevant archiving object is CRM_IBASE.

Prerequisites
An installed base can be archived if the deletion flag has been set. You can set the deletion flag manually on the screen for maintaining installed bases by
choosing Installed Base Functions Deletion Flag Set. This sets the DELF (flagged for deletion) status.
All installed bases that have the DELF status are checked for archivability using the Business Add-In: BAdI: Define Usage Check for Archiving
(BADI_IBASE_ARCHIVE). The active implementation for the Business Add-In in the standard system checks whether the installed base is used in existing
contracts or business transactions. If this is the case, archiving is not performed. It is only possible to archive the installed base once the related business
transactions and contracts have been archived.
You can enhance the Business-Add In to include your own implementations, which you can use to formulate the conditions under which an installed base cannot
be archived.

Process Flow
You are in Archive Administration. In the SAP menu, choose: Architecture and Technology System Administration Administration Data Archiving
(transaction: SARA).
Enter CRM_IBASE as the object name.
1. Check
You must perform an archivability test for your installed bases. Use the RIBARCHV check program to do this. Schedule the check program using the Preproc
function (preprocessing) in archive administration (transaction SARA).
In the archivability check, all installed bases that fulfill the archivability criteria are flagged with the status Can Be Archived (ARCR). The checks for the Business
Add-In mentioned above are also performed during the archivability check. You can then archive the relevant installed bases in the replication phase.
2. Replicate
Schedule the write program RIBARCHA using the Write function in the archive administration(transaction SARA). This function selects all installed bases that
have the Can Be Archived status and writes them to one or more archive files.
3. Delete
After you have written all archivable installed bases to the archive, delete the archived data from the database. You can schedule the delete program RIBARCHD
in the archive administration to do this. Before it deletes data from the database, the program checks whether the data has been successfully written to the archive
file (read verification).

Result
You have deleted all the relevant installed bases that meet the archiving criteria from the database and have transferred them to external archive files.

Installed Bases in Service Processes

The installed bases and their components created in installed base management are integrated in the following service processes:
Service business transactions: see Service Processes with Installed Bases as Reference Objects
Service contracts: see Assigning Service Contracts to Installed Bases
Interaction Center (IC)

Service Processes with Installed Bases as Reference Objects

The subject matter to which the specified subject refers is defined in the service process by entering a reference object. You can specify one or more installed
bases or installed base components as reference objects.
You can create service processes for individual installed base components of different types and also for entire installed bases. For example, the service process
can refer to a specific model of printer (component type Product), a particular printer (component type Object) or even a complete network (component type
Installed Base).

Process
When processing service processes, the Reference Objects assignment block is available for entering installed bases or installed base components.
Enter the relevant ID in the Installed Base or Component field and confirm your entry.
If you have made the settings in Customizing for the business transaction, the system checks to see whether the installed base component is assigned to a
service contract, that is, whether the business transaction is covered by a service contract. The following checks are triggered:
1. Is there a service contract for this component?
2. Is there a service contract for a higher-level component?
3. Is there a service contract for the installed base to which this component is assigned?
4. Is there a service contract for a component product?

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If more than one service contract is found for the installed base components, a dialog box is displayed where you can select the service contract and transfer it to
the business transaction. Otherwise the transfer is performed automatically according to Customizing for contract determination.
You can see a list of the business transactions that are assigned to a component in installed base management.

More Information
Assigning Service Contracts to Installed Bases
Specifics for Interaction Center: Service
Specifics for Mobile Service (Laptop)
Installed Base Management in E-Service
Complaints and Returns in E-Service
Service Requests in E-Service

Maintenance of IBases with Reference to Sales Transactions

(SAP GUI)
Some business transactions influence the installed bases at customer sites, such as a new sales transaction or a service confirmation. You use this function to
retroactively assign products or objects to an installed base manually by using drag and drop. These products or objects are contained in the transaction items of
a business transaction.
This function is available in transaction IB63.

Prerequisites
To use this function, there must be an existing business transaction with a product or object in the transaction item.
You have defined which transaction types and item categories (depending on system status) are taken into consideration for processing in Customizing for
Customer Relationship Management under

Master Data Installed Base Installed Base Category Create Trans. Types and Item Cats for Processing

IBase -> Sales Transaction .

Features
Display the business transactions and installed bases belonging to a business partner either by entering the business partner or by entering search criteria for
the business transactions and installed bases.
After specifying the relevant data, the installed bases are displayed on the left side of the following screen, and the business transactions are displayed on the
right side. If no installed bases are found for the business partner that you entered, you can create them.
Install a component in an installed base by using the mouse to select the sales item in the chosen transaction and then dragging it to the installed base or a
component of the installed base. If the quantity in the item is greater than one, enter the number of products to be installed.
The colored symbols in front of the items inform you of the following:
Green circle: All products from the item are completely installed in the installed base
Yellow triangle: The products from the item have only been partially installed
Gray diamond: None of the products from the item have been installed yet

Assigning Service Contracts to Installed Bases

Maintaining the object list of a service contract item, service plan item, or service contract quotation item gives you the option to display the contract services for
objects or object hierarchies installed at the customer site.
For simplicity, the following text focuses on service contracts.

Example
You agree to a 24-hours-per-day, 7-days-per-week hotline as a service for a network installation at the customer site. The network installed base is entered in
the object list of the contract item.
From installed base management, you can navigate to the appropriate contract according to assignment.
In addition, you can also maintain a product list in each service contract item. The information in the product list influences contract determination.

Process
In the object list, enter the installed bases or installed base components for which the contractual services defined in the service contract item can be claimed.

Result
The contract is assigned to one of the installed bases or installed base components entered in the object list of the service contract item. You can check whether
there are contracts for installed bases or installed base components in installed base management.

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When you select an installed base or one of its components, you see all the service contracts and service plans that exist for this installed base or component in
the Service Contracts assignment block.
The system checks whether the following IDs are available in an object list:
ID of an installed base
ID of an installed base component
ID of an installed base built into an installed base
ID of an object and the object family
ID of a product

Note
You can also trigger a contract check if you have created service processes with installed bases as reference objects and set up manual contract
determination.

More Information
Service Contracts
Object List

Replication of Technical Objects Between SAP ERP and SAP

CRM
In this section you can find information about the replication of technical objects between SAP ERP and SAP CRM.

Replication of Equipment Between SAP CRM and SAP ERP

You can use this function to download pieces of equipment from SAP ERP customer service to SAP CRM, where they are stored as object components of
installed bases. Replication is bidirectional, ensuring that, regardless of the system in which a change was made, the data remains consistent in both systems
automatically.

Integration
The initial download of data is triggered in SAP CRM and is executed by middleware. Uploads and delta downloads take place automatically when data is
changed in SAP CRM and SAP ERP respectively.
To use this function you require the following releases, or higher:
SAP CRM 7.0 (with active middleware)
SAP enhancement package 4 for SAP ERP 6.0

Prerequisites
Materials and business partners have been downloaded from SAP ERP to SAP CRM.
You have defined default settings for replication in Customizing for Customer Relationship Management, under

Master Data Installed Base Replication of

Technical Objects from SAP ERP Define Default Settings for Replication of Equipment .
If you want to reflect assignment of materials to equipment after replication (see Equipment in SAP CRM below), you have done the following:
Allowed product references for objects in Customizing for Cross-Application Components, under

SAP Product Basic Settings Allow Product

References for Individual Objects .

In the CRM WebClient UI on the Product Hierarchy page, assigned the relationship type PROREF to the product categories for equipment or for functional
location.
You have checked that the delivered implementation of Business Add-In (BAdI) Creation of Objects by Equipment Download (CRM_EQUI_LOAD) meets your
requirements and is activated.
This BAdI offers comprehensive options for influencing the mapping between equipment and objects. It enables you to flexibly enhance the data transfer and
validation in SAP CRM.
You can find this BAdI in Customizing for Customer Relationship Management under

Master Data Installed Base Replication of Technical Objects from

SAP ERP Business Add-Ins .

Features
The following data is exchanged between both systems:
Description
Long texts
Hierarchy
Business partners

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Address
Status
SAP ERP is the leading system for the system status; you cannot change the status in SAP CRM.
Variant configuration
Manufacturer
ERP identification (such as equipment number)
Equipment in SAP CRM
Pieces of equipment are represented in SAP CRM as objects of an installed base. If the equipment has an underlying structure, this structure is displayed as a
hierarchy in the installed base.
If a piece of equipment has a construction type maintained in SAP ERP, the corresponding material is assigned as the reference product of the equipment object
in SAP CRM.
If a customer/vendor warranty start and end date is entered in SAP ERP for a piece of equipment, SAP CRM checks for a corresponding customer/vendor
warranty in the SAP CRM system when the equipment is downloaded. If a warranty template exists for the sales area and reference product of the equipment in
SAP CRM, this is automatically copied to the Warranties assignment block of the object. The warranty validity dates in this block are copied from SAP ERP.
If you also replicate functional locations (see Replication of Functional Locations Between SAP CRM and SAP ERP), equipment installed at a functional location in
SAP ERP is inserted in the installed base structure in SAP CRM. The relevant objects are inserted below the object component representing the functional
location.
Download
The pieces of equipment from SAP ERP are transferred to SAP CRM through an initial load. New pieces of equipment from SAP ERP are automatically
transferred to SAP CRM by means of permanent load. The following changes are transferred via delta load if you have activated it:
Initial load
The initial load is used to transfer data the first time.
Permanent load
The permanent load is used for the permanent transfer of equipment that is newly created in SAP ERP to SAP CRM.
Delta load
The delta load is used to transfer all of the changes (deltas) made in SAP ERP to SAP CRM and to update the data available there.
Upload
The upload function ensures that the data remains consistent in both systems. Data changes in SAP CRM are replicated immediately to SAP ERP if you
activated the upload function.

Activities
Initial Load
1. If you want to transfer warranty information from SAP ERP to SAP CRM, start transaction R3AC1 and ensure that, for the business adapter object
EQUIPMENT, the source table BGMKOBJ is not set to Inactive.
2. To run the initial download, start transaction R3AS, specify the load object EQUIPMENT, and then select an SAP ERP system as the source site and an SAP
CRM system as the destination site.
Delta Load
This function is delivered in an inactive state to prevent data being overwritten in an uncontrolled manner by the delta load (a problem of a leading system). See
SAP Note 637173 for a project implementation.

Note
If you change the filter settings for business adapter object EQUIPMENT (in transaction R3AC1), objects previously created by equipment download are not
updated to reflect your changes.

Upload
1. Enter the adapter object DNL_EQUIPMENT for object family 0401 in Customizing for Customer Relationship Management under

Master Data Products

Objects Specify Adapter Object for Uploading Objects .

2. Activate adapter objects DNL_EQUIPMENT and DNL_EQUI_HIER in transaction R3AC1.
Choose the In-/Active pushbutton to display inactive objects, then deselect the Inactive checkbox for the objects.

Note
You can only upload hierarchy changes (adapter object DNL_EQUI_HIER) for installed base category 03 (Object Structure).
If you do not want to upload hierarchy changes, you can leave the adapter object DNL_EQUI_HIER inactive, in which case only master data changes to
the object are transferred to SAP ERP.

More Information
For information about the technical process of replication, see Customizing for Customer Relationship Management, under

Master Data Installed Base

Replication of Technical Objects from SAP ERP Replication of Equipment: Prerequisites and General Information .
You can find documentation on the download of materials in SAP Solution Manager under

Solutions SAP CRM Configuration Structures SAP CRM

Basic Settings for SAP CRM Data Replication <Public Sector>: Replication of Master Data Replication of Material .

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Documentation for downloading business partner data: Distribution of Business Partner Master Data
Documentation for downloading product configuration: Configurable Products
Replication of Serial Numbers from SAP ERP to SAP CRM

Replication of the Equipment Configuration Between SAP CRM

and SAP ERP
Use the download function of the bidirectional replication to transfer the equipment configuration from SAP ERP Customer Service (CS) to SAP Customer
Relationship Management (SAP CRM). The upload function ensures that regardless of the system in which a change was made, the data remains consistent in
both systems automatically.

Integration
The data transfer is triggered in SAP CRM and executed by SAP CRM Middleware.
To use this function you require the following releases (or higher):
SAP CRM 5.0 (with active CRM Middleware)
SAP ERP 6.0

Prerequisites
All relevant models for material configuration have to be replicated in the form of a knowledge-base object and a linked runtime version.
Serial numbers and equipment have to be replicated before the linked configuration is replicated.

Features
The pieces of equipment are represented in SAP CRM as objects of an installed base.
The configuration of a piece of equipment is copied to the corresponding configuration of an object.
The configuration of a piece of equipment from SAP ERP is displayed in SAP CRM after the initial data transfer (initial load).
New configurations of pieces of equipment and subsequent changes and updates from SAP ERP are automatically transferred to SAP CRM as soon as the
delta load is activated.
If a piece of equipment refers to a component within a multilevel configuration, only the single-level configuration to be applied is replicated.
The upload function ensures that the data remains consistent in both systems. Data changes in SAP CRM are replicated immediately to SAP ERP if you
activated the upload function.

Activities
Initial Load
Proceed as follows to start the initial load of the equipment configuration:
1. Activate object EQUI_CONFIG (default: inactive) before you start the initial load.
1. On the SAP Easy Access screen, choose

Architecture and Technology Middleware Data Exchange Object Management Business Objects

(transaction R3AC1).
2. Select the object EQUI_CONFIG and set its indicator to active by removing the indicator in the Inactive column.

Caution
To ensure data consistency, maintain the same filter set for objects EQUI_CONFIG and EQUIPMENT.
2. On the SAP Easy Access screen, choose

Architecture and Technology Middleware Data Exchange Initial Load Start

(transaction R3AS).

3. Choose the load object EQUI_CONFIG and then select an SAP ERP system as the sending system and an SAP CRM system as the target system.
Delta Load
Proceed as follows to start the delta load of the equipment configuration:
1. On the SAP Easy Access screen, choose

Architecture and Technology Middleware Data Exchange Delta Load Set Up Delta Load

(transaction

R3AC4).
2. Mark adapter class EQUI_CONFIG as active. If EQUI_CONFIG is not available as an adapter class, you have to add it.
3. Save your entries.

Note
To download the serial number configuration from SAP ERP to SAP CRM, proceed as described above, but use adapter object SERNR_CONFIG instead.

Upload
1. Activate adapter object EQUI_CONFIG.
1. On the SAP Easy Access screen, choose

Architecture and Technology Middleware Data Exchange Object Management Business Objects

(transaction R3AC1).

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2. Choose the object EQUI_CONFIG and set the indicator to active by deleting the indicator in the Inactive column.
2. Enter adapter object DNL_EQUIPMENT for object family 0401 in Customizing for Customer Relationship Management under

Master Data Products

Objects Specify Adapter Object for Uploading Objects .

More Information
Replication of Equipment Between SAP CRM and SAP ERP
Replication of Serial Numbers from SAP ECC to SAP CRM
For downloading product configuration: Configurable Products and Using SAP ECC Master Data

Replication of Functional Locations Between SAP CRM and SAP

ERP
You can use this function to download functional locations from SAP ERP to SAP CRM, where they are stored as object components of an installed base.
You can also upload information on the assignment of equipment to functional locations from SAP CRM to SAP ERP. However, you cannot upload objects
representing functional locations to SAP ERP.

Integration
The initial download of data is triggered in SAP CRM and is executed by middleware. Uploads and delta downloads take place automatically when data is
changed in SAP CRM and SAP ERP respectively.
To use this function you require the following releases, or higher:
SAP CRM 7.0 (with active middleware)
SAP enhancement package 4 for SAP ERP 6.0

Prerequisites
Materials and business partners have been downloaded from SAP ERP to SAP CRM.
You have defined default settings for replication in Customizing for Customer Relationship Management, under

Master Data Installed Base Replication of

Technical Objects from SAP ERP Define Default Settings for Replication of Functional Locations .
For information about the prerequisites for making these settings, see the documentation for this Customizing activity.

Features
The following data is downloaded from SAP ERP:
Functional location ID
Description
Long text
Manufacturer
Hierarchy
Business partners
Address
System status
Functional Locations in SAP CRM
Functional locations are represented as object components of an installed base in SAP CRM. The structure of functional locations in SAP ERP is reflected in the
installed base structure in SAP CRM. If you also replicate pieces of equipment (see Replication of Equipment Between SAP CRM and SAP ERP), the
assignment of equipment to functional locations is also reflected in the installed base structure.
Download
The following replication processes are available:
Initial download of functional locations from SAP ERP to SAP CRM
Delta download of functional locations that have been created, changed, or deleted

Note
In SAP CRM, you cannot change the downloaded structure of functional locations, create new functional locations in a downloaded structure, or delete a
downloaded functional location. You can only install equipment in and dismantle it from a functional location.
You can influence the mapping of SAP ERP data to SAP CRM data using the Business Add-In Creation of Objects by Functional Location Download
(CRM_FUNCLOC_LOAD), which you can find in Customizing for Customer Relationship Management under

Master Data Installed Base Replication of

Technical Objects from SAP ERP Business Add-Ins .

Upload
Changes made to the assignment of equipment to functional locations in SAP CRM can be uploaded to SAP ERP. This is possible for changes made to the
installed base structure using cut and paste, and not the Install and Dismantle buttons (since dismantling a piece of equipment, for example, creates a structure
gap that cannot be represented in SAP ERP).

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Displaying Functional Locations in SAP CRM

You can search for a functional location by entering its ID as follows:
In the Object ID search parameter field on the Objects page
On the Installed Bases page (using the Component Using Object Data search option)
To find a top-level functional location, you can also search for the installed base that has the functional location ID as an external ID (External ID search
parameter).
The functional location is displayed as installed base component of the type Object. You can view the attributes in the component details.

Activities
Initial Load
To run the initial download, start transaction R3AS, specify the load object FUNCLOC, and then select an SAP ERP system as the source site and an SAP CRM
system as the destination site.
Upload of Equipment Assignment to Functional Locations
Activate the adapter object DNL_EQUI_HIER in transaction R3AC1 by choosing the In-/Active pushbutton to display inactive objects, then deselecting the
Inactive checkbox for the object.

More Information
For information about the technical process of replication, see Customizing for Customer Relationship Management, under

Master Data Installed Base

Replication of Technical Objects from SAP ERP Replication of Functional Locations: Prerequisites and General Information .

Transferring Installed Bases from External Systems

The external interface of the installed base (CRMXIF_IBASE_SAVE) enables inbound processing and outbound processing between SAP Customer Relationship
Management (SAP CRM) and external systems.

Prerequisites
You can use the Business Add-In BAdI: Mapping for the External Interface for the Installed Base (CRMXIF_IBASE_MAP) to influence interface mapping. This
applies to both inbound processing and outbound processing.
History data can also be written during outbound processing. To do this, make the necessary settings in Customizing for Customer Relationship Management
under

Master Data Installed Base External Interface Make Settings for the External Interface .

Features
Insert
Creation of an installed base with components and their specific characteristic values
Update
Modification of an existing installed base
Delete
Deletion of attributes of the installed base, such as components, addresses, or partners.
Outbound processing also provides an option for writing history information for the installed base.
The external interface can import and export data in both XML/SOAP and ALE/IDoc formats.

More Information
For technical information about the external interface, see the system documentation for function module CRMXIF_IBASE_SAVE (using transaction SE37).

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