Overview

These are the questions service centers ask most about the Samsung GSPN integration. For what the integration does, see Samsung GSPN integration overview. For setup, see Getting started with Samsung GSPN.

Syncing

How often does Fixably sync with Samsung?

Fixably checks for new Samsung jobs every 5 minutes, and keeps open repairs up to date in the background.

When you open a repair that has not synced in the last 10 minutes, it syncs straight away.

Repairs

I can't close a Samsung repair

Samsung has reported a warranty error (WER) on the repair. A WER is Samsung's report of a problem with the warranty details, and it stops the repair from closing.

Correct the repair details, or raise a warranty appeal (WAR) from the repair. Then close it again.

I can't create an Accidental Damage repair

Samsung creates Accidental Damage jobs, not the service center. They are imported into Fixably automatically.

I can't find a cancellation reason I need

Your administrator chooses which cancellation reasons your team can pick, in System Settings > Integrations > IGSPN. Ask them to add the reason you need.

Parts

My whole Urgent or Stock Keeping order was rejected

If Samsung reports any part on the order as unavailable, the whole order is stopped, so no part is ordered on its own by mistake.

Remove or replace the unavailable part, then order again.

My OFS order was split into several purchase orders

Samsung accepts up to 10 lines per OFS order. Fixably splits larger orders into several purchase orders automatically.

The part on my repair changed to a different part number

Samsung sent a substitute for the part you ordered. Fixably adds the substitute part to the repair and removes the original line, so only the part you received is shown.

If GSPN does not accept the change, Fixably adds a note to the order asking you to update the repair by hand.

Codes and data

A new IRIS code is missing from the dropdowns

IRIS codes are Samsung's codes for the condition, symptom, defect and repair on a job. Fixably copies them from Samsung once a day.

To get new codes at once, an administrator can open System Settings > Integrations > IGSPN and click Fetch and update iris codes. Updating the codes may take some time.

Each dropdown only shows codes for the device's product category. A device without a product category shows no codes.

I see *** instead of the customer's details

Customer details on in-warranty Samsung repairs are cleared 100 days after the repair closes, to protect personal data.

Your organization may also stop some users from seeing customer details.

Getting support

If your question is not answered here, contact Fixably support. Include:

• the Fixably order number,
• the GSPN service order number, if there is one,
• what you did, and what happened,
• a screenshot of any error message.