Overview

A GSPN service order (SO) is Samsung's record of a repair. You need one before Samsung will supply warranty parts or pay a warranty claim. Fixably creates the service order in GSPN for you and links it to the Fixably order.

There are three ways to get a service order onto an order:

Jobs that Samsung creates for you, such as Accidental Damage jobs, arrive by themselves through the ack list. You do not create those. See Samsung GSPN integration overview.

Before you begin

• The Samsung GSPN integration must be set up, with your SoldTo and ShipTo accounts. See Getting started with Samsung GSPN.
• The order must be open, and have a customer, a device and a service location.
• The customer, or the order's contact, needs a phone number. Samsung requires one.
• Fill in any tasks the order's queue requires. Fixably checks them before it creates the service order.
• If the service location has its own Ship-To in System Settings > Locations, the service order is created under that ShipTo. Otherwise it is created under the GSPN account you choose.
• Write the customer's description of the fault as an issue note on the order. Fixably sends it to Samsung as the customer comment. Any diagnosis notes are sent as the defect description.
• To create a service order from the manual form, you need the Create GSPN repair permission.

Create a service order with macro steps

Most service centers create the device and the service order in their check-in macro, with two steps.

Step 1: Create the device with create.device.gspn

The create.device.gspn step adds the Samsung device to the order. If a Samsung device with the same IMEI or serial number already exists, Fixably uses that one.

1. Enter the IMEI (phones only) or the Serial. If you have neither yet, leave them empty. Fixably uses Samsung's placeholder serial M000, and you can add the real serial later.
2. Enter the Short Model code or, after ticking Use full model code, the Full Model code. A model code is required.
3. If Fixably recognizes the model, it fills in the product category for you. If not, choose a Category and Sub-category yourself. These decide which symptom codes you can pick later.
4. Choose the Warranty: In Warranty or Out of Warranty.
5. If the step asks for it, describe the issue.
6. Continue the macro.

Samsung sends back the full device details, such as the model name and warranty terms, after the service order is created.

Step 2: Create the service order with gspn.repair.create

The gspn.repair.create step creates the service order in GSPN. Before it opens, Fixably checks the order and shows a message for anything that is missing, such as a phone number or a required task.

Fill in the step:

The service types you can choose depend on the account and the warranty:

• On a business (B2B) account: Pick up service and In home.
• On a consumer account: Carry in and Pick up service, plus In home when the device is Out of Warranty.

Continue the macro. Fixably creates the service order in GSPN and links it to the order. If Samsung rejects it, the reason shows as an error message at the top of the screen. Fix the problem, then run the step again.

What happens after the service order is created

• The GSPN service order number shows on the order's repair.
• Fixably fills in the device model, product details and warranty terms from Samsung's reply.
• If the order's handler has a GSPN engineer code, it is sent with the service order. Engineer codes are entered on each user's profile.
• If Update status after repair creation is ticked in the IGSPN settings, Fixably moves the service order on to Waiting for product or Product received, depending on whether the device has arrived.

Changing how the steps work

Fixably support sets up and changes your macros. Contact them if you want, for example, to:

• pre-select a service type or sub service type,
• show Cancel IGSPN repair after the check-in process, which cancels the service order in GSPN after check-in,
• show or require an issue box when the device is created,
• limit the device categories your team can choose,
• add gspn.symptom_codes to your check-in macro.

Create a service order manually

Use this when you are not running a macro.

1. Open the order. Make sure it has a Samsung device, a customer and a service location.
2. Open the device menu on the order.
3. Under GSPN repairs, click the service type:
   • Carry In,
   • Pick up service,
   • In home (OOW),
   • Other service types, for any other Samsung service type.
4. A form opens on the right, in four parts: Customer info, Product info, Job info and Job date info. Fixably fills in what it already knows from the order.
5. Check the details, choose the symptom codes under Job info, and submit the form.

Only the service types your administrator turned on in Select service types used are listed. The options disappear once the order has a repair.

Attach an existing service order

If the service order already exists in GSPN:

1. Open the device menu on the order.
2. Under GSPN repairs, click Attach to order ....
3. In Shipto, choose the Samsung account the service order belongs to.
4. In SvcOrderNo, enter the GSPN service order number.
5. Click Add this repair to the order.

You can also do this from the device search, with Fetch with existing IGSPN service order.

Fixably fetches the service order from GSPN and fills in the device and repair details from it.

Troubleshooting

"Order already has a repair"

The order already has an open repair, so you cannot create a second one. Use the repair that is there, or close or cancel it first.

"A phone number is required for serviceorder creation"

Add a phone number to the customer, or to the order's contact, and run the step again.

"No customer or end customer set"

Add a customer to the order, then run the step again.

"Order needs to be open", "Order must contain a device" or "Order must have a location"

The order is closed, or has no device or service location. Reopen the order, or add the device or location, then run the step again.

A required task is missing

The order's queue has tasks that must be filled in before a service order can be created. Fill them in on the order, then run the step again.

"Service type not chosen"

Choose a Service type in the step. Fixably support can also set your macro to pre-select one.

In home is missing from the service types

On a consumer account, In home is only offered when the device is Out of Warranty. Check the Warranty chosen in create.device.gspn.