Settings in Service Management Control (11.24) determine whether you can take calls only for items in the installed base, for any item defined in the item master, or for any item at all. We looked at these settings earlier in the discussion on the installed base and how the installed base influences service policy.

Setting Items in Installed Base to Yes restricts the calls you take to items in the installed base. Setting this field to No enables you to take calls for any item.

The setting of Items Must Exist determines whether you can only take calls for items that have previously been defined in your item master. This setting is generally used to restrict the provision of service to items you manufacture and sell.