Overview

Symptom codes are Samsung's codes for the fault the customer reports. Samsung needs them on every GSPN service order. Each fault is described with three codes, from general to specific:

• Symptom code 1, the main area of the fault,
• Symptom code 2, the type of fault in that area,
• Symptom code 3, the exact symptom.

In Fixably, you choose symptom codes with the gspn.symptom_codes macro step. The same three dropdowns also appear in the gspn.repair.create step, which creates the service order. 

Before you begin

• The Samsung GSPN integration must be set up. See Getting started with Samsung GSPN.
• The order needs a Samsung device with a Samsung sub-category, for example a washing machine or a phone. The symptom codes you can pick depend on it. Devices created with the create.device.gspn step get a sub-category automatically.
• Fixably copies Samsung's symptom codes once a day. To get them at once, for example right after setup, an administrator can open System Settings > Integrations > IGSPN and click Fetch and update symptom codes.

Choose symptom codes on an order

When the gspn.symptom_codes step opens in a macro:

1. In Symptom code 1, choose the main area of the fault.
2. Symptom code 2 now lists only the codes that belong to your first choice. Choose one.
3. Symptom code 3 now lists only the codes that belong to your second choice. Choose one.
4. Continue the macro.

All three codes are required.

If your administrator has set up shortcuts, a Symptom code combination shortcuts dropdown appears above the three codes. Pick a shortcut to fill in all three codes at once. See Samsung GSPN symptom code shortcuts.

What happens when you save

Fixably saves the codes on the order.

• Before the service order exists: the codes wait on the order. When you later run gspn.repair.create, its symptom code dropdowns are already filled in with them.
• After the service order exists: if the codes changed, Fixably sends the new codes to GSPN straight away. Changing the codes on an open repair may need the Do full update for GSPN repair permission.

When you open the step again, it shows the codes already saved, so you can check or change them.

Add the step to your macros

Fixably support adds the gspn.symptom_codes step to your macros, after the step that creates the device. Contact them if you want the step added to a macro, or moved.

Troubleshooting

The symptom code dropdowns are empty

The device on the order has no Samsung sub-category, or Samsung's codes have not been fetched yet.

• Check that the device was created with create.device.gspn, and that a Category and Sub-category were chosen if Fixably asked for them.
• Ask an administrator to click Fetch and update symptom codes on the IGSPN page.

Symptom code 2 or 3 stays empty

Choose Symptom code 1 first, then Symptom code 2. Each list fills in only after the one above it is chosen. A small spinner shows while Fixably loads the next list.

"Macro misconfigured, IGSPN not active"

The Samsung GSPN integration is not active on your account. Contact your account manager.

Getting support

If symptom codes still do not work as described, contact Fixably support. Include:

• the Fixably order number,
• the device's model code,
• the name of the macro you used,
• a screenshot of the step.