Overview

If your company holds more than one Apple service contract, each contract has its own sold-to number, its own GSX certificate and its own ship-to numbers. Fixably lets you configure each of them as a separate sold-to account, and then decide per order which account Apple work is done under.

You can add as many sold-to accounts as you have contracts. Each one keeps its own certificate, environment, ship-to numbers, repair types and technician Apple IDs. You do not need a separate set of queues for each account.

Setup takes five steps:

1. Add the sold-to account and upload its Apple certificate.
2. Fill in the account's own settings.
3. Give each location a ship-to number for the new account.
4. Decide how orders get pointed at the account.
5. Ask technicians to add their Apple ID for the account.

   1. Add sold-to account
      Name, sold-to number, ship-to, environment, certificate
                     |
                     v
   2. Fill in the account's own settings
      Repair types, contact details, options
                     |
                     v
   3. Ship-to numbers per location
      System Settings > Locations
                     |
                     v
   4. Point orders at the account
      Queue setting  ->  order Sold-to row  ->  GSX repair locks it
                     |
                     v
   5. Technicians add their Apple ID
      User Settings > Integrations

Before you begin

• You need the permission to manage GSX system settings. Without it the GSX page does not open.
• Your first GSX connection has to be saved already. Sold-to accounts are added on top of a working GSX setup. If GSX has never been filled in for your account, fill in the GSX settings and save them first.
• From Apple, for every extra contract, you need:
  • the sold-to number,
  • the ship-to number for each service location that will use it,
  • the GSX certificate (a .p12 file) and its passphrase.
• Apple has to allow connections from Fixably for each sold-to separately. The IP address to give Apple is shown on the GSX settings page, under the notice that starts with "In addition to these settings, you must request Apple to whitelist IP address".
• Each technician needs their own Apple ID and activation token for the new sold-to. One Apple ID cannot serve two sold-to accounts at the same time. See Step 5 below.

Step 1: Add the sold-to account

1. Open System Settings from the menu in the top right, then Integrations, then GSX.
2. At the top of the page you see the Sold-to accounts table. This lists every account you already have, with its sold-to number, default ship-to, environment, certificate status and whether it is active.
3. Click Add sold-to account. A panel opens on the right.
4. Fill in the fields:

5. Click Save.

Step 2: Fill in the account's own settings

Every account gets its own settings section further down the GSX page, headed by the account name. The Settings button in the accounts table takes you straight to it.

This section is the only place where an account is edited. Use it to set:

• the sold-to and ship-to numbers, environment and certificate,
• the Repair types this account supports,
• the account's finance account, contact details and auto-closing time,
• the options that control order closing, pricing updates and printouts for this account.

Click Save Settings at the bottom of the section when you are done.

Above the account sections there is one Shared GSX settings panel. Everything in it is stored once and used by every sold-to account, so you only fill it in once. See What is shared and what is per account below.

Step 3: Give each location a ship-to number

A service location usually has a different ship-to number under each contract, and parts are shipped and returned using the ship-to of the account the order belongs to.

1. Open System Settings, then Locations.
2. Open the location you want to edit.
3. Scroll down to the GSX part of the form. There is one block per sold-to account, headed by the account name.
4. Under the new account's heading, fill in Ship-To. The Sold-To field above it is filled in for you from the account and cannot be edited here.
5. Save the location.

Repeat this for every location that uses the new account. A location you leave empty falls back to the account's Default Ship-To.

Ship-to numbers you set here are what the part return screens offer. In Part returns, the location dropdown lists the ship-tos of every active account, with the account name on each entry, so it is clear which contract a return goes out under.

Step 4: Point orders at the account

Fixably works out which sold-to account an order belongs to by checking three things, most specific first.

Because the order can carry its own account, you do not need a separate queue tree for each contract. Use whichever of the two suits you.

Set an account on a queue

1. Open System Settings, then Queues.
2. Open the queue and find GSX sold-to account.
3. Choose the account, or leave it on Inherit (parent queue, then default account). Inherit uses the nearest parent queue that sets an account, and falls back to the default account when no parent sets one.
4. Save the queue.

This field only appears once you have more than one account configured.

Set an account on a single order

On the order, the right-hand panel has a Sold-to row showing the sold-to number and the account name. Click it and pick another account. Changing it needs the permission to edit the order's queue.

The row becomes read-only as soon as the order has a GSX repair or Apple parts, because from that point the account cannot change. Hovering over it explains why.

Step 5: Ask technicians to add their Apple ID

Each technician has their own Apple ID and activation token per sold-to account.

1. Open User Settings from the menu in the top right, then Integrations.
2. There is one section per sold-to account, headed by the account name. Click Expand on the account you want.
3. Fill in the Apple ID, then request an activation token with the link in the section and paste it in. Fill in the GSX technician ID as well if you use one.
4. Click Save Settings.

One Apple ID belongs to one sold-to account at a time. The same Apple ID and activation token cannot be used with two sold-to accounts at the same time. To move an Apple ID to a different sold-to account you have to request a new token from Apple. This is an Apple GSX limitation that Fixably cannot work around, so plan on one Apple ID per contract per technician.

Reference

What is shared and what is per account

Sold-to account status

To retire an account, click Deactivate on its row in the Sold-to accounts table. Click Activate to bring it back.

Troubleshooting

"This tenant has no GSX sold-to configured yet, so there is no first account to convert. Fill in the GSX settings below and save them first."
You tried to add an account before GSX itself was set up. Fill in the GSX settings on the page and save them, then add the account.

"Sold-to number 12345 is already configured on this tenant."
Another account already uses that sold-to number. Check the Sold-to accounts table. If the existing account is the one you meant to change, edit it in its own settings section instead of adding a new one.

"Only letters, numbers and spaces are allowed in the name."
Remove punctuation and symbols from the account name.

"The sold-to number may contain digits only."
Remove spaces, dashes and leading zeros from the sold-to number.

"The default sold-to account cannot be deactivated. Make another account the default first."
The default account is the fallback for everything that does not name an account, so it always stays active. If you need a different account to be the default, contact Fixably support.

"No active GSX account is available for sold-to 12345. Please configure an account for this service location."
The sold-to that the location or order points at has no active account behind it. Check that the account exists in the Sold-to accounts table and is marked Active.

"This order already has a GSX repair created under sold-to 12345, so it cannot be moved to another sold-to account."
"This order contains Apple parts belonging to sold-to 12345, so it cannot be moved to another sold-to account."
The account is fixed once Apple work exists on the order. Create a new order under the right account rather than trying to move this one.

The certificate column says "No certificate uploaded"
The account has no certificate yet, so no Apple call under it can work. Open the account's own settings section, upload the .p12 file, set the passphrase and save.

A location is missing from the part returns dropdown
The location has no ship-to for that account. Add it as described in Step 3 above.

Test Connection fails for a new account but works for an existing one
Apple allows connections per sold-to. Ask Apple to allow the Fixably IP address shown on the GSX settings page for the new sold-to as well.

The GSX API version choice in User Settings does not seem to apply
That selection is read for the default account only. If you need a different Apple GSX service version for another account, contact Fixably support.

Getting support

If something does not work, contact Fixably support and include:

• the account name and sold-to number you are working with,
• the exact message shown on screen,
• the order number, if the problem is on a specific order,
• the result of Test Connection for that account,
• who the affected users are, if the problem is with Apple IDs or activation tokens.