GCSN Partner Training 4.1

GCSN Partner Training
December 6th, 2017 - rev 4.1 Whilst HP endeavours to ensure the accuracy of this document, partners
should refer to the current version of the Operations Guide for details
operating instructions and rules.
Any values quoted are indicative and used for illustrative purposes only.
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Change tracker Manual Version 4.0
Page Change Changed by Approved by
19, 20 Change of the screen captures to reflect Keyword S.Racloz
21 Add new page reflecting details on KW Search
118 Trade Order flow updates
121 Removed Part to BOM check
123, 124, 125 Modify & Add information on available Shipping options
Change screenshot with update warning message
Removed “system will automatically switch to Billing tab”
32,37, 50 Add information on Product & Serial Number conversion
2 HP confidential - Data quoted for illustrative purposes only, please refer to Operations Guide
Table of Contents
 Overview  Navigate through an event  Non-warranty order Trade Purchase (TP) process
 Log on to WWCSN ▪ Default data on general tab  Labor only Claim (LC) process
 Documentation ▪ Transactional warranty entitlement  Business Continuity Plan GCSN is down

▪ Saving/retrieving end user details  Business Continuity Plan SAP is down
▪ Documentation repository
▪ Adding part to a warranty order  Payment methodology
▪ Message of the day
▪ Checking part availability and price  Reporting
▪ Frequently Asked Questions (FAQ)
▪ Status tab description  Specific process
 Technical Information & Diagnostic Tools ▪ Part - Check for Functional Equivalent ▪ Service Advisory
 Part Information ▪ Part Substitution ▪ Option warranty
▪ Checking return status ▪ Spare part warranty
 Part Price and availability lookup
▪ Special part warranty
▪ Checking shipment details
 Warranty entitlement ▪ Accidental Damaged Protection (ADP)
▪ Entering notes
 Unit configuration ▪ Defective Media Retention (DMR)
 Window control
▪ Preventive Maintenance (PM)
 Workbench  Warranty eXChange order (XC) Fully Coupled
 Update user details/password
Flow (FCF) process
 Warranty eXChange order (XC) Partially
Coupled Flow (PCF) process
Overview
Overview
Introduction to Global Channel Service Network
The HP Global Channel Services Network (HP GCSN) enables HP Authorized Service Providers and HP Employees to easily access
service systems worldwide, minimizing the cost and complexity of service while complying with local legal requirements.
The HP Global Service Delivery tool is a powerful feature to help you improve customer service by giving you access to order
and claims functionality directly from your site.
HP Global Service Delivery tool gives you the ability to:

• Verify warranty entitlement and service history
• Check unit configuration
• View the parts catalog
• Search for technical information
• Place spare part orders
• Submit warranty claims
• Review and track order/claim status
• Generate operational and financial reporting
 The HP Global Service Delivery tool employs SSL (secured socket layer) a security protocol that provides communications privacy over the Internet. The protocol
allows client/server applications to communicate in a way designed to minimize eavesdropping, tampering, and message forgery, thereby ensuring a safe
transaction for users.
Overview
How to use the manual
Symbols used in this manual:
 This symbol indicates an action which could be performed by using your mouse or keyboard
 This symbol draws your attention to a specificity or a particular process
This symbol draws your attention to a important notice
Channel Ops: this term stands for regional teams that are available to help our Channel Delivery Partner solving
out order management issues, questions…
Region / Country specific: This mention indicates that a parameter or a process can vary per country or Region
Contact Channel Ops if you have any doubt about the parameter/process which correspond to your Region / Country
Click on from any page to come back to the table of content
Log on to WWCSN
Log on to WWCSN
HP Passport login
1. Logon to: WWCSN @ http://www.hp.com/partners/csn
2. Enter HP passport login
3. Enter password and click on
 If this is the first attempt to access an HP

application with an HP passport, the system will
request to change the temporary password
 HPP password will expire after 90 days. If the

days left is less than 10, user will be redirected to  Click on that link for
a change password page password reset
Log on to WWCSN
Multiple WWCSN accounts
Users with multiple WWCSN account will have to select one after they login.
There could be various reasons why a user could

have multiple WWCSN accounts :
GCSN account
1. User needs to access 2 different applications
eg : Elfpack vs GCSN Elfpack account
Account linked to SoldTo A

2. User needs to access 2 different Soldtos
eg: Transition phase while Soldto has changed
Account linked to SoldTo B
or 2 company have merged
 At any time, users will be able to switch from one account to the other by
whether selecting Change profile or by entering speed code CHUR
Log on to WWCSN
Main page  Header and footer are offering links to many standard HP pages or applications
User name French header

(Soldto)
Sales Org
 Header and footer will appear in the language of
the SoldTo country and the links will lead to the
respective HP web pages
 Country specific: Some country languages are not

supported. If so, header and footer will appear in
English
French footer
Log on to WWCSN
Main page
 You could access a specific screen by either clicking on the
appropriate link or by entering a speed code
Clicking on Speedcode will list all the speed codes you can access
Most used speed codes

Menu Speed code
HP Service Delivery HPSD
Warranty Entitlement WARR
Unit Configuration ICON
HP part catalog PART
Part price and availability lookup GPPA
Technical information TINF
Documentation EMEA region CDOE
Documentation AMS region CDOC
Documentation APJ region CDOA
Operational reports REPT
Update User details/password APRO
Log on to WWCSN
WWCSN navigation
 Better use the Parent page link
than the back button
 In case an error message shows up when accessing  If you are inactive for more than 120
a page by using the back button , press , minutes, you will get disconnected
then click on and this generic message will show
up. You will need to login again
 By dragging the mouse over the area

below the message, you could obtain
some more information which would
help to troubleshoot if needed
Log on to WWCSN
HP CSN browser support information
1. Enter Speed code BSUP to access detailed information
on the various browser compatibility with GCSN
 You could possibly download one of those

browser by clicking on the appropriate link
 This link will open a pdf describing

the few browser support limitations
Documentation
Documentation
Documentation repository
1. Enter the Speed code which match to your region to access Menu Speed code
Specific GCSN documentation like the GCSN user guide Documentation EMEA region CDOE  Country specific: Documentation page
2. Click on any Document link to open the file and save it to Documentation AMS region CDOC content vary per region
Documentation APJ region CDOA
your local drive
Documentation
Message of the day  You will need to close the Message
Of The Day window to continue
“Message of the day” functionality allows us to post messages to update the

GCSN users on items of interest like partner training manual update, planned
system downtime, system issues or other news around the application
The page will be shown when you log on to GCSN,

either as a pop-up, or as a separate tab, depending
on your browser setup, or at any time by clicking
the Message center link
 If there is more than one page, you will

need to navigate by using these linksc
Documentation
Frequently Asked Questions (FAQ)
1. Click on the FAQ link or enter Speed code GFAQ to
access the Frequently Asked Questions (FAQ)
2. Enter a keyword. e.g. WARR in the Search field,
then click on
 You could enter any keyword,

but speed code is the preferred
 The search engine is case sensitive
 If there is more than one page, you will

need to navigate by using these links
Technical information & diagnostic
tools
Technical information & diagnostic tools
Technical information - Search by Product hierarchy
1. Enter Speed code TINF to access Technical
information
2. In product search section, select a Type,
Category, Family Series and Model
3. Select the appropriate check boxes for the
document types you wish to review
4. Click on
5. Click on any document link you want to
open/save
 System will only retrieve the first 100

documentations. You would need to split
your search by category  For certain Product & Serial numbers entered,
once the “Retrieve Information” button is clicked,
GCSN is converting the input data into Internal HP
Product & Serial numbers to enable warranty
entitlement & to provide Bill of Materials data.
“The product number XXX is replaced with the

Product Number YYYYY for internal purpose”
Technical information - Alternative search
There are other alternatives to search for a document.
In key value Search section :
 This message will show up if you
are not authorized for the product
division this product belongs to
1. Select Product Number
2. Enter a Product Number
then click on
1. Select a Document Number

2. Enter a Document Number
then click on
 If you try to find a Service Advisory, you will

need to enter the full document number, eg.
emr_na-c02779700
Technical information - Alternative search
1. Select a Keyword
2. Enter a Keyword
then click on
 To retrieve PDF files, you need to use keyword search
Diagnostic tool
HP is committed to providing authorized members of the HP Channel
Services Network with the best tools necessary to meet HP warranty
obligations. This site provides general information and details of diagnostic
tools that are supported for HP commercial products.
1. Enter Speed code TDIA to access Diagnostic tool
2. Scroll down and select **NEW** HP mobility Support

Utilities (Windows) (DMI Serial # Tools) link
 In this example, we are looking for the DMIFIT tool
3. Click on the link of the last version of the DMIFIT tool to

download it
Part information
Part information
Search by part Number
1. Enter Speed code PART
2. Enter a Part Number, then
This is a link to Part price and availability
click on
look up (GPPA). Click here for more details
 For some parts, an image The CSR status could show : CSR
1, CSR 2 or Non CSR
could be displayed
(see next slide for more details)
 PartSurfer is the ultimate alternative spare parts lookup tool that

incorporates Product, Part, and Serial Number lookups.
There is an ‘Advanced Tab’ showing the Bill of Material (BOM).
The link to PartSurfer is: http://partsurfer.hp.com/
Part information
Customer Self Repair status (CSR)
Customer Self Repair (CSR) refers to a problem that can be fixed by the
customer using a part sent to him by HP or by a service partner
Event CSR
Equivalence
status
CSR 1 A
CSR 2 B
Non CSR N
CSR-1 parts require limited or no technical CSR-2 parts require technical knowledge and
knowledge to replace them. Part can experience to replace them. Part can reside
reside inside the chassis. Some tools inside the chassis. Tools might be required
might be required to remove or replace to remove or replace the part. The part
the part weight is not beyond the capacity of a
single person
Part information
Search by Product Number
1. Click on product number tab
2. Enter a Product Number, then click
on  If the list is too long, select a specific
3. Click on button that category and then click on
match the correct Product Number
4. At this stage, click on any Part
Number link to display the detailed
information
 This is the Refurbished version of

the product number (if any)
Part information
Search by Product Category
1. Click on product category tab
2. Select a specific category and progress through
the hierarchy until you select a particular product
3. Click on facing your preferred selection :
eg keyword search : Controller
4. At this stage, click on any Part Number link to
display the detailed information
 At this stage, click on any Part Number link to display the detailed information
Part price and availability lookup
Part Warranty lookup
1. Enter Speed code GPPA
2. Select a Shipto from the drop down menu
3. Select Warranty as the order type
4. Enter a Part Number as the Requested part, then

click on
 If no Requested quantity is entered, the

system will assume it is 1
 Availability status – “Available” means inventory is available to ship for delivery next business day.
For
Partners in countries where the transportation lead-time time exceeds 24 hours, part will show “not
available”, even when confirmed there is material available to ship.
 Inventory levels are current at time of query
Part Trade lookup
1. Enter Speed code GPPA
2. Select a Shipto from the drop down menu
3. Select Trade as the order type
4. Enter a Part Number, then click on
 If no Quantity is entered, the system will consider it is 1
 To remove a part from the parts grid highlight the "requested part", use the delete key on
your PC’s keyboard, then click at the bottom of the parts grid  Clicking on this button will automatically create a
non-warranty order. In such case, Product
 Availability status – “Available” means inventory is available to ship for delivery next business day. Number is mandatory, Serial Number is optional
For Partners in countries where the transportation lead-time time exceeds 24 hours, part will show
“not available”, even when confirmed there is material available to ship
 Inventory levels are current at time of query

 If the complete order quantity of the line item is not available, then the part will be labeled: Partially available
Warranty entitlement
 For certain Product & Serial numbers entered, once the “Retrieve
Failure date is today’s
Information” button is clicked, GCSN is converting the input data
into Internal HP Product & Serial numbers to enable warranty
date per default entitlement & to provide Bill of Materials data.
“The product number XXX is replaced with the Product

Enter a Purchase Date Number YYYYY for internal purpose. Please contact HP
Submit an inquiry if you have a Proof of administrator for more info.

The serial number AAA is replaced with the Serial Number
Purchase (POP) BBB for internal purpose. Please contact HP administrator
for more info
1. Enter Speed code WARR

2. Enter (Serial number and Product number) or
in Contract Number field, enter (HP Contract
number or Care Pack Serial Number)
 If your SoldTo is eligible for Preventive Maintenance

(PM), the Preventive Maintenance radio button will be
available (else grayed out). Selecting ‘Yes’ will return
the preventive maintenance kit coverage as the best
offer (See Preventive Maintenance (PM)
3. Click on
 If you enter an HP Contract number that covers multiple

Serial numbers, the system will request you to enter the
Serial number / Product Number combination
Warranty info – warranty only
Click on to get more
System will add to tabs and will display details about the product and/or its
warranty info Bill of Material (BOM)
 contract info tab will not contain any Click on if you need to
data when there is no contract retrieve a documentation relative to
this product
 If there is no contract, these three

sections show same warranty details.
This product shows a PLO of 1-1-1
• Part 1 year
• Labor 1 year Service level Entitlement
• On site 1 year
Code Description Code Description
NCD Next Coverage Day FR Factory Warranty
5BD 5 Business Days P Care Pack
 WARR does not return labor payment. 6HR 6 Hours

Normal Product Lead Time
C Contract
The anticipated reimbursement will NPLT

Part Only Warranty (POW)
BW Bundle Warranty
only displays in the transactional event
screen when the claim is submitted
Warranty info – warranty and care pack/contract
 WARR does not check the partner eligibility to deliver the service.
The transactional screen (GIXC or GILC) should be used to the guide
as whether the partner is authorized to deliver service
Factory warranty and

 If the product is covered by more than one Care Pack/Contract, the
best offer will be displayed
Contract warranty mix
PLO 4-4-4
 Care Pack/Contract with a service start date in the future will not
show up
Current warranty
coverage
PLO 4-4-4
Factory warranty
 The so called ‘Evergreen’ Contracts do not hold an end date. As a
workaround to do not consider a product covered by an evergreen
period contract as Out Of Warranty, GCSN will calculate a fictive End Date.
PLO 3-3-3 End Date = Today’s Date + one (1) year
Contract info
1. Click on contract info
 This tab will not contain any data  If the product is covered by more
when there is no contract than one Care Pack/Contract, they
will appear as well
 If the product is covered by a Preventive

Maintenance contract, the PM offer will show
Yes and/or PM modifiers will be displayed Do not mistake the Offer Code with the
See Preventive Maintenance (PM) Care Pack Product Number eg. UK662E
Response time
Repair time
Coverage window
Unit configuration
 For certain Product & Serial numbers entered, once the “Retrieve Information” button is
Unit configuration
clicked, GCSN is converting the input data into Internal HP Product & Serial numbers to
enable warranty entitlement & to provide Bill of Materials data.
“The product number XXX is replaced with the Product Number YYYYY for internal
purpose. Please contact HP administrator for more info.
Submit an inquiry
The serial number AAA is replaced with the Serial Number BBB for internal purpose.
Please contact HP administrator for more info
1. Enter Speed code ICON

2. Select a Ship-to from the drop down menu
3. Enter Serial number and Product Number
4. Click on
 If Serial Number is entered alone and there are two different products
attached to the same SN, ICON will return the first Product Number retrieved
 If Serial Number is entered alone and the system returns 111111111111111,  Enter Alphanumeric characters only for the Product Number.
Only enter first six characters for product numbers containing # or -
then add the Product Number and try again. ICON will display the details with
this disclaimer:
 If you only need to check the product hierarchy, bill of material or Service
Qualification of a given Product Number, enter ‘1234567890’ as the Serial Number
 PC Tracker or SNR (Serial Number Repository) is an alternative to CSN unit configuration to retrieve a spare part list.
Service Partner can access the tool from the extranet at: https://snr.corp.hp.com/WWSNR.
Access is controlled through your HP Passport login and password. Nevertheless, as a new user, you will first need to request
access to . [email protected] and provide the following details: HP Passport User ID , Your E-mail Address ,
Company Name , Your Title/Role , Reason for Access and HP Contact Name (Service Partner Manager)
Unit configuration  RoHS (Restriction of the use of certain Hazardous Substances) is a European Union
legislation that prohibits manufacturer to use certain substances like lead, mercury,
chromium etc. in their products. HP as a company is implementing steps to meet this
Inquiry results legislation. As a result, each product group is being made RoHS compliant
The product number now

appears as SKU
1. Click on unit configuration

2. Click on the Part number
A new tab will appear : spares
 At this stage, click on any  EU countries, Norway, Iceland, Liechtenstein, Switzerland,

Part Number link to Ukraine, Serbia, Macedonia and Jordan are under RoHS
display the detailed jurisdiction
information
 In those jurisdictions, GCSN will prevent you to place a warranty
order for a part that is not RoHS compliant with the product.
You will need to order an equivalent which is compliant
Unit configuration
Inquiry results – Service qualifications
1. Click on View service qualifications
This screen displays the list of Service Qualification

which are defined for the Product Family
 If there is no Service Qualification attached to the

product family, the system will display No data
found in the Service Qualification section
Workbench
Workbench
Access workbench
1. Enter Speed code HPSD to access
the workbench
All events created during the current
week on your BillTo/ShipTo will appear
 If user profile is set at ShipTo level,

events pertaining to other ShipTo from
same BillTo will not be listed
 You can either create an event by

using the link or the speed code
Icon Event type Prefix Speed

code
Warranty exchange order XC GIXC
Non warranty Purchase order TP GITP

 Status messages listed in the workbench are
Labor only claim LC GILC the same as the one in the lower left corner
of an order or claim
Workbench
Display of Pay for Performance (PFP%) in workbench
The pay For Performance (PFP) is displayed on the workbench for each Product PFP% per
Tower. Past and future PFP% (when already calculated) can be displayed Product Tower ShipTo ID list PFP effective dates
• The default Shipto associated to the user profile (if any) is selected by
default
• The greater effective From date in the past is selected by default (showing
the actual PFP)
 SoldTo level users can select any ShipTo from the ID drop down menu. In
most cases, the PFP is set at Soldto level, then changing the shipto will have
no effect
 ShipTo level users can only see the data associated to the ShipTo(s) linked to
their user profile. Other ShipTos from same parent SoldTo will not appear in
the ShipTo drop down menu
 The PFP% history could be retrieved by selecting an older

Effective From date from the drop down menu
Workbench
List of Status
List of event status
Event Status Description Result
New Transaction has not been saved Successful
Saved Transaction has been saved but not submitted or failed validation Need action
Saved with errors Save and Validate or order submit completed but errors encountered Need action
Validated Save and Validate completed with no errors Successful
Pend Event submitted with no errors but the event has not been created due to one or more PEND conditions exist Need action
Rejected Order not accepted because a PEND was not approved Failed
Processing Information submitted and HP CSN is still validating or waiting on a back end system Processing
Blocked Order created but has a block / hold Need action
Order submitted Order has been submitted – Order will be created Successful
Order updating If the Update order button is used during a non-warranty transaction this message appears while the order is updating in HP CSN
Processing
– It may take up to 5 minutes for updating to complete
Order update error The order update was not successful – See the Status page to correct any errors Failed
Cancelled Transaction was canceled by partner (e.g. Order deleted before parts shipped) Failed
Claim processing This is the message that appears while the claim is being processed in HP CSN – It may take up to 5 minutes for processing to
Processing
complete
Failed to respond Partner does not respond to a “Pend” before the time limit expires Failed
Claim update error The claim update was not successful – See the Status page to correct any errors Failed
Claim processed System submit of claim is done Processing
Expired Order user or system submitted and all line items on the order have expired before the partner returned required return parts
Failed
Complete Event is finalized in a successful state, parts shipped and/or claim paid Successful
Order processing Order information the user submitted and HP CSN is still validating or waiting on a back end system Processing
Partially expired Indicates at least one line item has expired and others are yet to be returned. Because some portion of the order was not Need action
properly returned, the partner will be charged for the expired parts
Complete with expirations Indicates at least one line item has been returned and reconciled while at least one other line item was not returned on time –
This status indicates that because some portion of the order was not properly returned, the partner will only receive credit for Successful
the part(s) that were returned
Claim submitted Claim has been successfully submitted Successful
Workbench
Workbench Search and filter
 The Find Events search feature cannot be used

in conjunction with the View search feature
Select a filter
Select a search criteria,
Do not use
 If user profile is set at ShipTo level, find enter the data and click on
by Ship-to will not be listed
1. Click on to access basic event

information
2. Click on the event number itself
to open the event.
One part ordered
One part shipped
 You can use the following wildcards when
finding events based on provider purchase
order number :
This is the second page showing 25
’%’ represents any string
events from 26 to 50 out of 107
‘_’ represents any single character
 Use the arrows to navigate through the pages
Workbench
Workbench sort and actions
 Delete event has no effect on a Labor Only claim. Also an event
where the order has already been submitted can’t be deleted.
 To perform an action on the entire list of events, check  To sort the list of events, click on Refresh
any Sort by link at the top of any column button
that box and all check boxes will automatically
populate. Next, click on the appropriate action in the
Actions drop down menu
 To perform an action on an individual event, tick the

check box to the left of the event number then, click on
the action in the Actions drop down menu
 Selecting View/Print details from the Actions menu is a  The system ignores the alpha prefixes (XC, TP or LC)
quick way to obtain event details (eg : shipment date) and sorts event numbers by numeric characters
Flagged
without opening an event for review
Navigate through an event
Default partner details and Shipto selection 1 of 2
Click to obtain
SoldTo is Default ShipTo address
ShipTo details
based on user profile is based on user profile
 Here, the selected ShipTo
is also the SoldTo.
You can select another

ShipTo from the drop
Contact information is based on user profile down menu or
1. Click on
2. Select Search by “ShipTo” and click

on
 For XC PCF and TP, General tab will 3. Select one of the ShipTo address in
only appear if the user does not the list and click on
have a default ShipTo. Otherwise,
the Part tab will be displayed
Default partner details and Shipto selection 2 of 2
SoldTo is Default ShipTo address Click to obtain

based on user profile is based on user profile ShipTo/SoldTo details
 The Accreditation e.g. ASDP

 Here, the selected ShipTo is
different from the SoldTo
should be displayed here, else
the system would throw an error
 Country specific: Accreditation could

differ per region / partner
Warranty Entitlement - Entering data
1. Select In warranty and enter Serial number
and Product number or select HP Care
Pack\Contract, and enter (Care Pack Serial  When SN and PN are entered and a Care
Number or HP Contract number) Pack or an HP contract is attached to the
SN, the system will retrieve it
2. Enter the Failure date (Date customer
contacted partner) and Failure time
(mandatory for Same Business Day Service
 Unless the unit is covered by 24x7 contract
then if the customer contacts the partner
level or Call to repair) outside of normal working hours then the
 Failure Time if not entered, will default to partner should enter the start of the next
working day as the Failure Date and Time
12:00AM
3. Enter the Learner Id  If your SoldTo is eligible for Preventive
 Country specific: Depending of the country, Maintenance (PM), the Preventive
Maintenance radio button will be available
Learner Id is whether required
(else grayed out). Selecting ‘Yes’ will return
before or before
the preventive maintenance kit coverage as
the best offer
4. Click on See Preventive Maintenance (PM)
 At this time, those 4 buttons are inactive


For certain Product & Serial numbers entered, once the “Retrieve Information” button is
clicked, GCSN is converting the input data into Internal HP Product & Serial numbers to
enable warranty entitlement & to provide Bill of Materials data.
“The product number XXX is replaced with the Product Number YYYYY for internal
purpose. Please contact HP administrator for more info.
Warranty Entitlement - Results The serial number AAA is replaced with the Serial Number BBB for internal purpose.
Please contact HP administrator for more info
1. When the system will have

retrieved the data, select Status
tab to check that No errors have
been returned  At this stage, Labor tab is not showing
any payments. The anticipated
reimbursement will display when the
claim is submitted
Learner name has been retrieved based

on the Learner Id
 At this time the following have been

checked
• Warranty entitlement
 You could check the warranty
entitlement of a specific machine and
• Product information
then discard the event. Country specific:
• Any previous events on same SN
For Partially Coupled Flow partner (PCF),
• Service qualification attached to
you will need to use Labor only claim (LC)
this product Family
to do the same
Warranty Entitlement
1. Click on If the Care Pack/Contract covers one of this modifier, the
corresponding box will show Yes or *Yes if it is not the best
2. Check the data and the
offer:
window
• Accidental Damaged Protection (ADP)
• Defective Media Retention (DMR)
This product shows a PLO of 2-2-2 • Preventive Maintenance (PM)
• Part 2 years
• Labor 2 years
• On site 2years
Service level Entitlement
 If there are more than one Code Description Code Description
contract, GCSN will show the NCD Next Coverage Day FR Factory Warranty
best offer 5BD 5 Business Days P Care Pack
6HR 6 Hours C Contract
Normal Product Lead Time BW Bundle Warranty
NPLT
Part Only Warranty (POW)
1. To see all the contract(s), click on
2. Check the data and the window
 RoHS (Restriction of the use of certain Hazardous Substances) is a European
Navigate through an event Union legislation that prohibits manufacturer to use certain substances like
lead, mercury, chromium etc. in their products. HP as a company has
Unit Config implemented steps to meet this legislation. As a result, each product group
is being made RoHS compliant
1. Click on
2. Check the data and the
 The product hierarchy displayed here, is used to
check the authorization to order (XC/LC/TP), to
window apply the payments (XC/LC) and check the
 Potentially, you could select the technician qualification (XC/LC). The table below
shows it in descending order
parts you need to order against
that event from here Hierarchy Description
Product group ZM Commercial Notebooks
Product division B8J Detachables

1. Select one or more part(s) by Product type GZ1 Detachables Prod Units
ticking the respective check box Product line KJZ Detachables Ultraportable Mini
2. Click on product family FC2X Kitkat PRX 1.0 -HP Pro x2 612 G1 Tablet
Product P1K2P Kitkat PRX 1.0 -IDS Base Units

• The window will switch to the product model BU IDS UMA i3-4012Y 4GB x2612G1 TABwPKBD
Sales order section and Parts tab
• The selected part will be  GCSN will prevent you to place a warranty order for
automatically added to the a part that is not RoHS compliant with the product.
requested parts grid You will need to order an equivalent which is
compliant. e.g. 741726-001 could not be ordered
because RoHS status COMPLY_2.04 is less that the
RoHS status COMPL_2.05 of the product.
741726-002 should be ordered instead.
Service qualifications
1. Click on
2. Check the data and the window
This screen displays the list of Service Qualifications which are

defined for the Product Family
 The engineer (Learner name) must hold at least one of these

Active Service Qualification in order to pass the validation that will
occur at order stage or claim stage (Country specific)
 If there is no Service Qualification attached to the product family,

the system will display No data found in the Service Qualification
section. In such case, the engineer (Learner name) does not need
to hold any particular Service Qualification to pass the validation
Service history
1. Click on
 Unless an event was already submitted
2. Check the data and the on that SoldTo with the same SN within
window 90 days period, it should show « no
record found »
There are two alternatives to 1. Enter Speed code HPSD

retrieve all events with same
serial number 2. Select Find Events By serial number
3. Enter Serial Number and click on
1. Enter Speed code REPT

2. Select HP Service Delivery Inquiries > Orders and claims inquiries >
Serial number
3. Enter Sold To, Serial Number and date range, then click on
Saving end user details from Shipping details or Claim Repair
End user Address details can be saved  Country specific: Drop-ship functionality is
before a drop-ship order is submitted disabled for countries operating under Partially
Coupled Flow (PCF) as end users cannot be
1. Click on delivered next business day from HP central
stock in PCF countries
2. Enter a Friendly name
3. Click on and
the window
End user details can also be

saved before submitting a claim
 End user name and End user

email can only be saved from
the Claim Step 1 - Repair tab  Country specific: ZIP\Postal code and State\Province\Region
are either required, optional or hidden
Retrieving end user details previously saved – Shipping details
1. You can select partner Friendly name from
the Saved addresses drop down menu
or
2. Click on
3. Select Search by Friendly name
and click on
4. Select one of the Friendly name in
the list and click on
End user information fields will get

loaded based on the data recorded
against that Friendly name
Retrieving end user details previously saved – Claim repair
1. You can select partner Friendly name from
the Saved addresses drop down menu
or
2. Click on
and click on
End user information fields will get

loaded based on the data recorded
against that friendly name  If Copy Drop-Ship Address radio button is set
to Yes, End user details will be automatically
 If Friendly name was saved from the copied from the Shipping details tab to the
Claim Step 1 - Repair tab. In this case, End
Shipping details tab, End user name
user name and End user email address will
and End user email will need to be
need to be entered manually
added manually
Updating end user details previously saved
1. Click on
and click on

4. Update the fields as needed and then

click on
5. After the system has confirmed that  Country specific: ZIP\Postal code and State\Province\Region are
the update was performed, click on either required, optional or hidden
Part - adding part to a warranty order  For Non warranty order, the process is slightly different (see specific chapter)
1. Select Sales order section and then select Parts tab
2. Enter a Part Number and a Quantity if > 1  If no Quantity is entered, the
system will consider it is 1
3. Click on
The Part Number with its Description, CSR level and
Status will now appear in the Requested parts area
 If you enter Quantity = 2, the system will add

Line Item 10 and Line item 20 for the same part
4. Add more part(s) as required
 Country specific: Number of parts is limited

 To perform an action on an individual part, check
the box to the left of the part number then, select
the respective action from the drop down menu
Part - Checking part price and availability - 1 of 3
1. Click on
At this stage, status

changes to Validated
 For warranty exchange orders, the non-return price listed is the full list price, without any discount.
• For Fully Coupled, this is the price that will be invoiced if part is non returned in time.
• For Partially Coupled, the price invoiced on shipment will be the price shown less any discount that may
apply
Part - Checking part price and availability - 2 of 3
2. Double click on the Part
number to open the
 You will still be able to delete this Validated
event from the workbench if you were only
schedule details window interested by price and/or availability
3. Check the Available date

 The Available date displayed will update if there is a change
and the schedule
details window
Part is not available

Before 29th of September
Part is available by tomorrow
Part - Check for Functional Equivalent
On GIXC (Warranty event) after , the button will
be displayed in the part(s) grid for each part which is not available
 The button will disappear after
1. Click on to access HP Part surfer

2. Part will be prepopulated
3. Click on
4. Click on to open a window which will display the Functional

equivalent part, if any
 If there is no functional equivalent, the below message will be displayed
 HP PartSurfer is intended to identify products and associated parts

with the highest volume of parts information requests and provide
high-quality data for them. HP Part surfer : http://partsurfer.hp.com/
Part substitution - Hard roll
Hard roll is the situation where a user tries to order a part A that is now obsolete and has a replacement part B. User sees the
ordered part number update to the replacement. This is a ‘Hard Roll’ as it is a fixed replacement and availability plays no part.

2. Enter a Part Number and a Quantity if > 1, then click on
At this stage Requested part equals Ordered part
The system will add SSY010 message on the Status tab
4. Click on
The Requested part A will be automatically substituted with part B (see
Ordered part B)
Part substitution - Soft roll  Soft roll does not apply on Trade Purchase (TP, Non-warranty events)
Soft Roll is essentially where for a given part A, we have identified a functionally equivalent part B and have maintained this relationship in system. When
a user requests part A on a warranty order (GIXC), and click on , inventory availability is checked. If part A is confirmed as available then
the ordered part remains as part A. If however part A is not available and part B is available, then user will see ordered part update automatically to part B.

2. Enter a Part Number and a Quantity if > 1, then click on
At this stage Requested part equals Ordered part
4. Click on
A pop up message will appear
5. Acknowledge the message and click
6. Check the SIG00A message on the Status tab
• If the Requested part A is available, then there will be no

substitution
• If the Requested part A is not available and part B is available,

then it will be substituted by part B (see Ordered part B)
Status - Checking status tab for Information, warning or error messages
1. Select Information section then
select Status tab to check that no  Some messages will appear on the
errors are displayed event banner inviting you to access the
Status tab for review
2. Check each new message in the list
3. Click on to obtain more details
about the message
 All event updates will be
recorded on this tab
Event can be flagged

 This example shows a warranty for review either on
event that has been Saved & this tab or from the
Validated. There are multiple “Field workbench
not completed” messages at this
time as the claim details have not
been entered yet
 ‘Flag for review’ field is only accessible
when event is in status New, Validated,
Saved with errors or Saved, else you
will need to switch it from the
workbench
Status - Different message types
Error
Invalid data has been entered
 Before an order or claim could be submitted,
any errors on the Status tab must be
resolved. In some instances help will be
required from the Channel Ops
Warning
HP CSN needs partner to take action
or note the message
 The message type could change from
Information to Warning or Error after you
submit the order or submit the claim
Information
Some data have not been retrieved
Part - Checking part return status while part has not been shipped yet
1. Open the event from the Workbench
2. Select Sales order section and then
select Parts tab
3. Add part(s)
4. Select Claim section and then select Returnable part
Claim Step 2 - returns tab
5. Close the event
 There is no need to validate to retrieve the Non returnable

Return status. Because this event has not been
part (Local scrap)
validated, it can be closed with status New and
will not appear on the workbench
Part - Checking shipment details
 At this stage the ship date is already available

3. Double click on the Part number to open the
Schedule details window
4. Select Delivery information tab to obtain the
Outbound tracking number
5. the Schedule details window
6. Close the event
 Country specific: Depending on the country carrier, the

Hyperlink will not always work. In such case, access the
carrier’s url and search for the tracking info from there
 The tracking number could not be copied from

this screen (see next slide for an alternative)
Part - Checking shipment details (alternative)
2. Click on to view the “Service tag”
3. Click on View Status page link
4. You can now obtain the shipped date and
the Outbound tracking number
5. Close the event
 Find below an alternative process to

access the service tag
1. From the workbench, check the box to the

left of the event number
2. Click on drop down menu
3. Click on View/Print details to view the
“Service tag”
Notes - Entering Notes
1. Select Notes section
2. Type your note
3. Click on
 A note can be entered at any time, but event with status New will not be
recorded. You will need to Fill in all the required data and click
 In some specific cases, entering a note is mandatory e.g.
• Page count needs to be entered when claiming an event against specific Service
Advisory
• Details of the intervention should be entered for labor Only Claim (LC)
• If the part(s) were “drop shipped” to customer, and partner still wishes to claim
Onsite payments, then a note must be added, explaining why CSR “Dropship” was
used, but On Site is still being claimed.
• Details of the incident in case the event is claimed as ADP (Accidental Damage
Protection)
• In case part is claimed as DMR (Defective Material Retention), If the event is claimed
without the hard drive serial number and part number entered in the notes, the part
will be invoiced if not returned on time
Window control
Window control
Days before Purge non-submitted orders and claims
The system regularly reviews all events to determine which ones can be purged from the data base.
This is a nightly batch job that run independent of the event being opened by a user
If (number of days since last Save & Validate) >= “Days before Purge Non-Submitted Orders and claim window”
then, GCSN selects all events with one of the below listed claim status and purge them from the database :
• New
• Saved with errors
• Validated
• Pend
 “Days before Purge Non-Submitted Orders and

claim” is typically set to 30 calendar days. Those
events will not be visible in reports (REPT)
 Expired events will be purged from the data base 90 days after
they have expired so that they will not pollute the workbench
anymore. However they will still be visible in reports (REPT)
Window control
Claim Expiration window
The system regularly reviews all events to determine which ones should be set to claim expired  Claim Expiration Window is defined based upon the
This is a nightly batch job that run independent of the event being opened by a user country the partner operates in. The value is typically
set to 29 calendar days for Fully Coupled countries
For all events where claim submission has not been done yet,
If (date of last part shipped + claim expiration window) > today then,
1. Set claim status = expired
Set Status Message :
2. All fields are locked and no edits are possible (except adding and saving new notes).
 Filtering on Expiring Non-Submitted Claims from the workbench will

list all Warranty orders where the order is submitted, the part has
shipped, claim is not submitted, and today’s date is within a window
less than or equal to 7 days of the claim expiry date
Window control
Create event duration window
When partner enter the Failure date in a warranty event, the system performs the following check :
If (Failure date + create event duration window) > today then,

displays the following error message in the event status tab
 Create event duration window is defined based upon the

country the partner operates in. This is detailed in the ops
guide. The value is typically set to 30 calendar days
Window control
Repeated claim per event window or 1/30 rule
If a service event is carried out on a serial number where there has been one previous service event
submitted for claim in the last 30 calendar days then this is treated like a repeat event so no payment is
made. 1/30 rule means that only 1(one) event will get paid in a 30 calendar day period for services
performed on a serial number by the partner.
Nevertheless, the system will also take the following rules into account :
• Any claims in one of these statuses “Cancelled”, “Rejected”, or “Pend”, do not count as a duplicate claim.
This check is in place so that claims that did not pay or have not yet paid are not counted against the
partner
• Even if an event is considered as duplicate, the extra incurred labor cost over the already approved claim
is paid (if any)
 In case a part is found as functional DOA on an XC event, partner will need to

request the HP CSN Channel Ops to override the 1/30 rule. This will only be
possible if the claim has not been submitted yet
Warranty exchange order (XC)
Fully Coupled Flow (FCF) process
XC Fully Coupled Flow (FCF) process
Step 1 Fix end user machine Step 2
Access workbench (HPSD) Access workbench (HPSD)  Event previously saved can be Filtered by
status Order submitted status or retrieved
Add part(s) in Part tab by Event Number or Serial Number
Create a Warranty Exchange event Enter : Open a Warranty Exchange
· Serial Number event previously saved Enter :
· Product Number · On site Y/N
Fill in the information tab · Failure Date/time yes · Event start date/time
Check part(s) availability and price Fill in the repair tab
· Learner Id · Event end date/time
· Shipto · End User details
yes Fill in the
Error in return tab for each part
status tab Enter :
Error in Enter : · Failure code
status tab · Attention to Part is local scrap
Fill in the Shipping detail tab · Provider purchase yes
Enter :
order number
· Return part Number
Add needed data
Part is CSR
 Ifthepartpartis toCSR,endthen drop ship
user address is yes
· Return reason
partner choice
no Drop ship
Enter :
yes · Drop-ship Error in
no Add needed data · End user address status tab
details
Error in Check for error on status tab

status tab
Check payment on labor tab
 Event will be closed with
Claim submitted status
Error in
status tab
Order submitted status
XC FCF process – Step 1
Create Warranty exchange event from the workbench
1. Enter Speed code HPSD to access the workbench
2. Click on « Create warranty exchange in Global Service
Delivery » to create a warranty exchange event
or enter speed code GIXC
 At this stage, only the Information Section and

General tab are available
 Warranty exchange event can be created from the

main menu by entering speed code GIXC, but having
the workbench opened first is the preferred process
 An event number is automatically generated
starting with XC (warranty eXChange event)
Filling in the General screen tab
1. If user does not have a default shipTo, select a Ship-to from the drop down menu
2. Select In warranty and enter Serial number and Product number or select HP Care
Pack\Contract, and enter (Care Pack Serial Number or HP Contract number)
3. Enter the Failure date (Date customer contacted partner) and Failure time
(mandatory for Same Business Day Service level or Call to repair)
 Failure Time if not entered, will default to 12:00AM
 Unless the unit is covered by 24x7 contract, if the customer contacts the partner
outside of normal working hours, then the partner should enter the start of the
next working day as the failure reported date and time
4. Enter the Learner Id
 Learner Id needs to be entered as follows depending of its type (PL or UV):
• PL + 8 digits (no space in between) e.g. PL12345678
• UV + 10 digits (no space in between) e.g. UV1234567890
 In case an event is determined to be a CSR during diagnosis, the Learner ID for the
engineer performing the diagnosis must be entered
 Country specific: Learner Id is whether required before
or before
At this stage,
status is New  All required fields are denoted by an asterisk (*)
5. Click on
XC FCF process – Step 1  Country specific: Depending of the countries ADP radio button and ADP
Retrieving information type will appear on the Claim section Claim Step 2 Repair tab and will
have to be selected before
1. When the system will have retrieved
the data, select Status tab to check
that No errors have been returned
The ADP radio button is only enabled when
Once function has the unit is entitled to ADP and after you click
been executed, the other tabs (Labor and on To claim the event as ADP,
Status) appear, as well as other sections set the ADP radio button to Yes and select an
(Sales order, Claim and Notes) ADP type from the drop down menu - see
 When SN and PN are entered and a Care Accidental Damaged Protection (ADP)
Pack or an HP contract is attached to the
SN, the system will retrieve it
Learner name has been retrieved

based on the Learner Id
 At this time :
• Warranty entitlement has been checked
• Product information has been retrieved
• Previous events on same SN have been
retrieved if any
Add part(s)  If all parts on order are CSR, then the CSR event type on the event is recorded
as the highest CSR level. If one part isn't CSR then CSR event type is "Non-CSR"
1. Select Sales order section and

then select Parts tab
2. Add part(s) as required
3. Click on
 The non-return price listed, is the full list price
without any discount. This is the price that will
4. Double click on the Part number be invoiced if part is non returned time
to open the Schedule details
window
5. Check the Available date and
the window

Filling the shipping detail tab – Part sent to shipto
1. Select Information section and then select
 Enter your own purchase order
reference as the Provider purchase
Shipping details tab order number. This will help your
 The default address is the one of the Shipto financial department to reconciliate.
This field should be unique and
that was selected in the General tab
should not contain special
2. Enter a name as Attention to characters
3. Enter a Provider purchase order number
4. Click on
 Attention to, even if mandatory will
only appear on the label as street 2
5. When the system will have controlled the in case of drop ship
data, select Information section then, select Requested
Default Shipping Option
Status tab to check that Order validation delivery date/time
Successful message now appears Express - Same business day +4 hrs
 Shipping
Standard - Next business day Today + 1 day
option is selected automatically Standard - Second business day Today + 2 days
based on the warranty entitlement of the
product. Downgrading the shipping options is
always possible while upgrading is country
specific and only possible under certain
conditions (product based, entitlement  Requested delivery date should be entered if part is not
outcome…) needed by next day. Default Requested delivery date
depends of the Shipping option
Part sent to customer
Introduction
Partner is able to request a spare part to be
 Drop ship country address should
be limited to 35 chars in GCSN.
sent to the customer by designating a Otherwise order will be rejected by
customer address. HP will then ship CSR part(s) our third party logistic partner
directly to the customer
1. Set the Drop-ship radio button to Yes  Country specific: ZIP\Postal code
and State\Province\Region are
2. Enter customer Address either required, optional or hidden
Company name, Street (1), City and Postal
code
3. Enter a name as Attention to  An order can be drop-shipped only
if the CSR event type is CSR (see
4. Enter a Provider purchase order number Shipping details tab)
5. Click on
 Multiple CSR parts with different
6. When the system will have controlled the return status an/or CSR status can
data, select Information section then, be mixed in same drop ship order
select Status tab to check that following
message is displayed : Order validation  Shipping option is selected automatically based on the warranty
Successful entitlement of the product. Downgrading the shipping options is
always possible while upgrading is country specific and only possible
under certain conditions (product based, entitlement outcome…)
Filling the shipping detail tab – Part sent to PUDO
 EMEA region only: PUDO network only exists in some
European countries
Introduction
Partner can pickup the ordered parts at the
courier / distributor’s hub.
1. Set the PUDO delivery radio button to Yes

2. Select a PUDO location from the drop down menu
3. Enter a name as Attention to
5. Click on
6. When the system will have controlled the data,
select Information section then, select Status
 The list of available hubs for
the SoldTo/country will be
tab to check that Order validation Successful automatically populated in the
message is displayed drop down menu when PUDO
delivery = Yes
 Shipping option is selected automatically based on the warranty entitlement of the product.
Downgrading the shipping options is always possible while upgrading is country specific and
only possible under certain conditions (product based, entitlement outcome…)
Filling the shipping detail tab – SBD order
Same Business Day (SBD) delivery capability is to permit
authorized partners in Fully Coupled Flow countries to
serve HP Care Packs with a “same business day” service
level (4hours response, as well as 6hours call-to-repair)  Drop-ship from an FSL will
only be possible if part is CSR
1. Check that Shipping options shows Express – Same
Business day or Express – Same Business day CTR as
a result of the warranty entitlement
2. Set the Same day order radio button to Yes
3. Select an FSL location from the drop down menu
or (if authorized) set Hold for pickup radio button to
No so that part will be sent to the ShipTo address
 The list of available FSLs
for the SoldTo/country will
5. Enter a Provider purchase order number show up when (Same day
order = Yes & Hold for
pickup = Yes)
 If Hold for pickup is set to No,  If Intervene is set to Yes, the order will be  Different ShipTos can be
the list of FSLs does not show up reviewed by an hp CSN Channel Ops linked to different FSLs
Validating the order
1. Click on
2. When the system will have controlled the data, select Information section then select
Status tab to check that Order Validation Successful now appears
 If same day order is set to Yes, GCSN will check that the serial number is entitled for
SBD delivery service level and if Yes, will check part(s) availability at FSL
 If GCSN determines that the default shipping option is ‘Express Same Business Day’
or ‘Express - Same business day CTR’, the ‘same day order’ radio button will be
automatically set to ‘Yes’. In case you would like to downgrade the delivery service
level to ‘Standard Next Business day’, you will need to switch the ‘same day order
button to ‘No’, else GCSN would display an error message requesting to select a Field
Stock Location (FSL)
 There are multiple Field not completed messages

as the Claim section has not yet been filled in yet
Submit the order
The HP order number has now
1. Click on
been returned by SAP
2. When the system will have controlled
the data, select Information section
then select Status tab to check that
order created message now appears
3. Record the Event number in order to
retrieve it later when the event will be
ready to be claimed
4. Close the event
 There are multiple field not completed

messages as the Claim section has
not yet been filled in

changes to Order submitted
Filling claim repair details 1 of 3
2. Select Claim section
3. Set the Onsite radio button to Yes or No whether or not the event
was performed on site and is entitled for payment
 Per default, Onsite field is set as No. Partners wishing to claim an event as onsite will be required to
actively set the Onsite field to Yes
 If the part(s) were “drop shipped” to customer, and partner still wishes to claim Onsite payments, then the
partner must add notes in the Notes tab “Requested by Customer” explaining why CSR “Dropship” was
used, but OnSite is still being claimed
 EMEA region only: If the event is for a CSR 1 Non- Repairable part and product is covered by an Onsite Care
Pack, partner can claim the event as onsite.
Nevertheless, it is recognized that some CSR 1 Non-Repairable parts will not require Onsite service and
cannot be claimed as such. These parts are referred to as “external hot-pluggable” devices : Mouse,
Desktop Keyboards, Power cords, AC adapters & Docking stations
 EMEA region only: The list of Computer parts where CSR1 is mandatory is available on the documentation
repository (CDOE)
1. Enter the Event start date and time  If it is a ‘Preventive Maintenance’ (PM)
2. Enter the Event end date and time event, the Page count is a mandatory
field (see Preventive Maintenance)
 Failure Date + Time,
Event Start Date + Time,
Event End Date + Time,
must occur in the order listed
 If event is neither Same Business Day (SBD) nor Call To Repair (CTR), Business Scenario Failure Reported
Date/Time
Event Start Date/Time Event End Date/Time
Start and End Time are not relevant, then partner could enter a standard Date/Time customer Date/Time partner Date/Time customer unit was
Start and End Time, e.g. 8:00 AM – 9:00 AM Onsite Response contacts Partner (Time attended onsite or started fixed
optional) to work on the case
Onsite CTR Date/Time customer Date/Time partner Date/Time customer unit was
 Scheduled Events – Where a partner receives a customer request to schedule the contacts Partner (Time
Mandatory)
attended onsite or started
to work on the case
fixed
service event to a future date, the bullet points below need to be followed: Date and time unit is ready for
Date/Time unit arrives at Date/Time unit arrives at
• The partner enters the Date/Time the customer request was made in the Carry-In
Partner's repair facility Partner's repair facility
collection by customer at
Partner's repair facility
Event Start Date/Time field CSR (HP drop ship) Date/Time customer Date/Time customer Date/Time part was ordered
• The partner needs to keep a record of the customer request contacts Partner (Time contacts Partner
optional)
• The Scheduled Event start date/time field is entered with the customer
CSR (country where Date/Time customer Date/Time partner orders Date/time Partner delivers
requested Date/Time the event is scheduled for no HP drop ship) contacts Partner (Time the part part to customer
• A note is required to be entered on the event to justify the re-scheduled event optional)
1. Enter End user name, End user email, End user company, End user phone, Street (1),
City and Postal code
 In the End user name field, please use full name, i.e. First Name and Last Name of the
end customer
• If the name is not known, please enter “CNA” (Contact Not Available)
• If the customer does not want to be interviewed, please enter DPA (Data
Protection Act) and set the Opt Out of Survey radio button to Yes
 If it happens that CNA (Contact Not Available) or DPA (Data Protection Act) codes need
to be entered in the End user email field, enter them as follow : [email protected] or
[email protected]
 HP will monitor the usage of the [email protected] [email protected] codes as well as
Opt Out of Survey. HP reserves the right to audit the Partners Call management
system to identify these customers and expects the Partner to be able to
produce documentary evidence of the customer’s request for anonymity
 Country specific: ZIP\Postal code and State\Province\Region are either required,
optional or hidden
 Country in Subsidiary\Country\Region drop down defaults to ShipTo country
 All required fields are denoted by an asterisk (*) This can varies per country
XC FCF process – Step 2  Country specific: Depending of the countries ADP radio button and ADP type will appear on
the Information section General tab and will have to be selected before
Filling claim return details The ADP radio button is only enabled when the unit is entitled to ADP. To claim the
event as ADP, set the ADP radio button to Yes and select an ADP type from the drop
1. Select Claim Step 2 - Returns tab down menu - see Accidental Damaged Protection (ADP)
2. Double click on the Part number to open the Return Part window
3. Override the Return part number if a functional equivalent part was
found in in the user machine
4. Select a Return reason from the drop down menu
5. Select : Operating system, Modifier, Action, Observed condition category
and Observed condition code Return reason from their respective drop The DMR check box is only enabled when both the unit and the part number are
down menu in order to obtain the desired Failure code entitled to DMR (see Defective Material Retention (DMR))
6. Click on , then click on
7. Repeat all previous steps for each part
 In case a part is found as functional DOA on an XC event,

partner will need to :
1. Select “Dead on Arrival(DOA) as the Return reason
2. Select “D- Received DOA” as the Modifier in order to  The default failure code is ACD118
generate a “DOA” failure code
3. Request Channel Ops to override the 1/30 rule.
This will only be possible if the claim has not been submitted yet
 The list of code could be downloaded
from the documentation repository
4. Claim the event when you get confirmation that Channel Ops has
(speed code CDOE)
override the 1/30 rule
Submitting the claim
1. Click on
2. When the system will have controlled the data, click on Information then click
on Status tab to check that No errors are displayed
3. Click on
on Status tab to check that Claim validation successful message now appears
5. Close the event
 if Onsite was set to Yes and system found that no payment

are granted for on site the radio button would revert to No
 If the engineer (Learner ID) does not hold a valid Service

Qualification for the product serviced, a pop up will open :
• If you click , the system will process with zero payments
• If you click , you will have the opportunity to update
the Learner Id before saving and claiming again
 Country specific: Learner Id is whether required before At this stage,

or before
status changes
to Claim submitted
Checking Labor payment after claim submission
1. Select Labor tab
 The Anticipated reimbursement displays when

the claim is submitted. The actual labor payment
displays after the payment is made by HP
2. Close the event
 The CSN Product division is automatically

entered based on the product hierarchy which
has been retrieved after  If the CSN Product division does not appear in the
Actual reimbursement section of Labor tab, right
away after , click on the refresh
button
Returning part to HP  Click on to obtain the RMA
number which is also available
If the ordered part was shipped with a return label, use it to return the part else, on the service tag. Remove the
trailing letter
1. Click on to view the Event Summary
The Event summary page will open in a new window
2. From the part information section, click on the part number hyperlink of the
part you want to return “The Service tag” will open in a new window
3. Print the “Service tag”
4. Include the “Service tag” page on the box and in the box
5. Repeat all steps 1 to 4 for each part
 The service tag will include bar code for part number.
The barcode font is available on the documentation repository
This font will need to be copied in your font folder
Checking Labor payment after claim payment has been initiated
 Status and Labor tabs will get updated when the “labor
batch” process will occur
• Self billing Soldlto : Batch will occur weekly (on Sunday)
• Non self billing Soldto : Batch will occur weekly
(on Sunday) or monthly (1st day of next month)
 Country specific: The event will only be part of the batch
if at least one part has been shipped or
If at least one part has been returned
 The Labor batch pick up date will be displayed after the

system has internally submitted the claim and calculated the
date based on above criteria
1. Open the event and select Claim section

2. Check that Claim payment initiated message now appears in
the Status tab
3. Check that CSN batch number now appears in the Labor tab
4. Close the event At this stage,
status is Complete
XC FCF process
Serial number out of warranty and Proof Of Purchase – Order submission
1. Enter data as usual and click on
The system will give you the option of continuing or
switching to “Non warranty” event creation
2. Click on if you have a POP
The Status tab will still show Unit is out of warranty
message
3. Add part(s) and fill in the shipping details, then
click on as usual
4. The event status will switch to status Pend
5. Send the POP to your Channel Ops
6. Channel Ops can now release the event
 LC event will switch to status Pend when claimed  If the event is not released from Pend after
30 days, it will switch to status Expired
XC FCF process
Serial number out of warranty and Proof of Purchase - acceptance/rejection
If Channel Ops accepted the claim, then the event status If Channel Ops rejected the claim, then the event status
switches to Order submitted and the Status does not switches to Rejected and the Notes tab will show the
show Unit is out of warranty message anymore note added Channel Ops
 The Status tab will still show the Unit is out of warranty
message
Warranty exchange order (XC)
Partially Coupled Flow (PCF) process
 Country specific: This process is only
used by some countries in EMEA region
 Country specific: This process is only
XC Partially Coupled Flow (PCF)process used by some countries in EMEA region
Add a part in Part tab by Event Number or Serial Number
Create a Warranty Exchange event Open a Warranty Exchange
event previously saved Enter :
Serial Number
User is set yes
Product Number
at shipto level Check part availability and price Fill in the information tab
Failure Date
Learner Id
Enter :
Error in yes
Fill in the information tab · Shipto Enter :
status tab
Enter : Error in · On site Y/N
· Attention to status tab · Event start date/time
Fill in the Shipping detail tab · Provider purchase · Event end date/time
yes · End User details
order number
Fill in the repair tab
yes Enter :
· Return part Number
Error in Fill in the return tab · Return reason
status tab yes · Failure code
 In case SN/PN are already

known, they can be entered in Error in
the information tab after the
status tab
Error in order is submitted
status tab

Check for error on status tab
Check payment on labor tab

XC PCF process – Step 1  Country specific: This process is only
used by some countries in EMEA region
Create Warranty exchange event from the workbench

2. Click on Create warranty exchange in Global
Service Delivery to create a warranty exchange event
or enter speed code GIXC
 At this stage, General tab will only appear if the user

does not have a default shipTo. Otherwise, the Part
tab will be displayed
 Warranty exchange event can be created from the  An event number is automatically generated
main menu by entering speed code GIXC, but having
starting with XC (warranty eXChange event)
the workbench opened first is the preferred process
XC PCF process – Step 1
No default Shipto – Retrieve Information
 At this stage, General tab will only  Here, the selected Shipto
is also the Soldto
appear if the user does not have a
default shipTo. Otherwise, the Part
tab will be displayed
1. After you entered a Shipto,

Click on
 On this picture, The button is hidden by

the Shipto drop down menu
 Once function has

been executed, the other tabs (Labor and
Status) appear, as well as other sections
(Sales order, Claim and Notes)
At this stage,
status is New
 Click to obtain
ShipTo/Soldto details
Add part(s)  If all parts on order are CSR, then the CSR event type on the event is recorded
as the highest CSR level. If one part isn't CSR then CSR event type is "Non-CSR"
1. Select Sales order section and

then select Parts tab
2. Add part(s) as required  The non-return price listed, is the full list price
without any discount. The price invoiced on
3. Click on
shipment will be the price shown less any
4. Double click on the Part number discount that may apply
to open the Schedule details
window
5. Check the Available date and
the window
At this stage, status  The Available date displayed will update if there is a change

Before 29th of July
Filling the shipping detail tab
1. Select Information section and then select  Enter your own purchase order
Shipping details tab reference as the Provider purchase
 The default address is the one of the Shipto order number. This will help your
financial department to reconciliate.
that was selected in the General tab This field should be unique and should
2. Enter a name as Attention to not contain special characters
4. Click on
5. When the system will have controlled the
data, select Information section then, select
 Attention to, even if mandatory will
only appear on the label as street 2 in
Status tab to check that Order validation
case of drop ship
Successful message now appears
 For PCF, it will always display Standard - Next

business day as the shipping option
 Requested delivery date should be entered if part is not
needed by next day. Default Requested delivery date is
today + 1 day
Submit the order
1. Click The HP order number has now
2. When the system will have controlled been returned by SAP
the data, select Information section
then select Status tab to check that
order created message now appears
3. Record the Event number in order to
retrieve it later when the event will be
ready to be claimed
4. Close the event
 There are multiple field not completed

messages as the Claim section has
not yet been filled in

changes to Order submitted
Fill the information tab
 The Learner Id could be entered/updated at any time before the event is

claimed so you can reflect any organizational change or engineer availability
to perform the repair. In case an event is determined to be a CSR during diagnosis,
the Learner ID for the engineer performing the diagnosis must be entered
 All required fields are denoted by an asterisk (*)
4. Click on
Validating warranty details
1. When the system will have retrieved
the data, select Status tab to check
 When SN and PN are entered and a
Care Pack or an HP contract is
that No warranty entitlement errors attached to the SN, the system will
have been returned retrieve it
 There are multiple field not
completed messages as the Claim Learner name has been retrieved
section has not yet been filled in based on the Learner Id
 At this time :
retrieved if any
 Per default, Onsite field is set as No. Partners wishing to claim an

event as onsite will be required to actively set the Onsite field to Yes
 If the event is for a CSR 1 Non- Repairable part and product is covered
by an Onsite Care Pack, partner can claim the event as onsite.
Nevertheless, it is recognized that some CSR 1 Non-Repairable parts
will not require Onsite service and cannot be claimed as such. These
parts are referred to as “external hot-pluggable” devices : Mouse,
Desktop Keyboards, Power cords, AC adapters & Docking stations
 The list of Computer parts where CSR1 is mandatory is

available on the documentation repository (CDOE)
Date/Time
Mandatory)
to work on the case
fixed
service event to a future date, the bullet points below need to be followed: Date/Time unit arrives at Date/Time unit arrives at
Date and time unit is ready for
Carry-In collection by customer at
• The partner enters the Date/Time the customer request was made in the Partner's repair facility Partner's repair facility
• The partner needs to keep a record of the customer request contacts Partner (Time
optional)
contacts Partner
• The Scheduled Event start date/time field is entered with the customer CSR (country where Date/Time customer Date/Time partner orders Date/time Partner delivers
optional)
• A note is required to be entered on the event to justify the re-scheduled event
 In the End user name field, please use full name, i.e. First Name and Last Name of
the end customer
 If it happens that CNA (Contact Not Available) or DPA (Data Protection Act) codes
need to be entered in the End user email field, enter them as follow : [email protected]
or [email protected]
 HP will monitor the usage of the [email protected] [email protected] codes as well

as Opt Out of Survey. HP reserves the right to audit the Service Partners Call
management system to identify these customers and expects the Service
Partner to be able to produce documentary evidence of the customers’ request
for anonymity.

 Copy Drop-ship Address is of no use for PCF
 All required fields are denoted by an asterisk (*) This can varies per country partner as part can only been sent to Shipto
The ADP radio button is only enabled when the unit is
Filling claim return details entitled to ADP. To claim the event as ADP, set the ADP
radio button to Yes and select an ADP type from the drop
down menu - see Accidental Damaged Protection (ADP)
1. Select Claim Step 2 - Returns tab
2. Double click on the Part number to open the Return Part window
3. Override the Return part number if a functional equivalent part was
found in in the user machine
4. Select a Return reason from the drop down menu
5. Select : Operating system, Modifier, Action, Observed condition category The DMR or CDMR check boxes are only enabled when both
and Observed condition code Return reason from their respective drop the unit and the part number are entitled to DMR or CDMR
down menu in order to obtain the desired Failure code - see Defective Material Retention (DMR)
- see Comprehensive Defective Material Retention (CDMR)
 In case a part is found as functional DOA on an XC event,

partner will need to :
1. Select “Dead on Arrival(DOA) as the Return reason
2. Select “D- Received DOA” as the Modifier in order to  The default failure code is ACD118
generate a “DOA” failure code
3. Request Channel Ops to override the 1/30 rule.
This will only be possible if the claim has not been submitted yet
 The list of code could be downloaded
from the documentation repository
4. Claim the event when you get confirmation that Channel Ops has
(speed code CDOE)
override the 1/30 rule
XC PCF process – STEP 2
1. Click on
on Status tab to check that No errors are displayed
3. Click on
5. Close the event


At this stage,
status changes
to Claim submitted
1. Select Labor tab

2. Close the event

away after , click on the refresh
button
Returning part to HP  Click on to obtain the RMA
number which is also available
on the service tag. Remove the
If the ordered part was shipped with a return label, use it to return the part else, trailing letter
The barcode font is available on the documentation repository. This
font will need to be copied in your font folder
Checking Labor payment after claim payment has been initiated
 Status and Labor tabs will get updated when the
“labor batch” process will occur
• Non self billing Soldto : Batch will occur weekly
(on Sunday) or monthly (1st day of the month)
 The event will only be part of the batch

if at least one part has been shipped
 The Labor batch pick up date will be displayed after the

system has internally submitted the claim and calculated
the date based on above criteria

3. Check that Claim payment initiated
message now appears in the Status tab
4. Check that CSN batch number now
appears in the Labor tab
5. Close the event
XC PCF process
Serial number out of warranty and Proof of Purchase – Claim submission
1. At the point where is performed to control the warranty
details (order has already been submitted) the status tab will show OOW
information message
 Partner should not submit the claim in case he has no valid POP
as otherwise part(s) will be credited and will need readjustment
3. Fill in the Claim details and click on

The information message as turned in warning message
4. The event status will switch to Pend
4. Send the POP to your Channel Ops through Service Central.
 If the event is not released from Pend after
30 days, it will switch to status Expired
For those countries where Service Central is not yet implemented, use
[email protected]
Subject should follow this structure : POP, event number, Country,
Shipto, Serial number, Product number
3. The Channel Ops can now release the event
 LC event will switch to status Pend when claimed
XC PCF process
Serial number out of warranty and Proof of Purchase - acceptance/rejection
If Channel Ops accepted the claim, then the event status If Channel Ops rejected the claim, then the event status
switches to Claimed submitted and the Status does not switches to Rejected and the Notes tab will show the
show Unit is out of warranty message anymore note added by Channel Ops
 The Status tab will still show the Unit is out of warranty
message
Non Warranty order
Trade Purchase (TP) process
Trade Purchase (TP) Process
Add a part(s) in Part tab by Event Number or Serial Number
Create a non-Warranty order Open a Trade Order
Enter : previously saved
Delete AE part(s)
· Attention to
User is set or std part(s) as required
· Provider purchase order number Part is AE
at shipto level · Select Shipping Options
yes
Fill in the Shipping detail tab
Fill in the information tab Enter : Fill in the Enter :
· Shipto return tab for each part · Return part Number
· Serial Number (opt) Check part availability and price
· Product Number
yes yes
Error in
status tab
yes Check billing details in Billing tab
Check billing details in Billing tab  Event will be closed with
Error in
status tab

Error in
status tab
TP process
Create non-warranty event from the workbench
2. Click on Create non-warranty in Global Service
Delivery to create a non warranty event
or enter speed code GITP
 At this stage, General tab will only appear if the user

does not have a default shipTo. Otherwise, the Parts
tab will be displayed.
 Warranty exchange event can be created from the

main menu by entering speed code GITP, but having  An event number is automatically generated
the workbench opened first is the preferred process. starting with TP (Trade Purchase event)
TP Process
Filling details & Retrieve Information
1. Enter a Shipto,
2. Enter Serial number & Product number
 Serial Number is optional

3. click on
Once Retrieve Information function has been executed, the

other sections (Sales order, Part return, Notes) appear.
4. Click on
See next slide
At this stage, status is New
TP Process
View Unit Config & enter Part number
from Bill of Material
1. Tick the box in front the Part number you want to order
2. Enter Qty
 To open up the Qty field, you have to tick the line item first
3. click on
4. The system will automatically add the newly entered Part numbers to the order
 As an alternative, you can also enter the Part

number you want to order directly from the
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein Sales
is subjectorder
to change without notice.
section – refer
to next slide
TP Process  By clicking on a new window will open in HP Part Surfer.
This will help you to identify any Functional Equivalent if needed
Trade Advance Exchange
(TAE) line item
Add part(s) 1/2

2. Enter a Part Number and a Quantity if > 1
 If no Quantity is entered, the system will consider it is 1

3. Click on
The Part Number with its Description and Status will now appear in
the Requested part area
 If the part is set as TAE, the system will add 2 lines for the same
part . You will have to delete the line item you do not need. In
this example, the TAE part is deleted. If you do not remove one of
the two lines, the system will generate the message below at
Save & Validate step
5. Add more part(s) as required
 Country specific: The following are limited at country level:

- The orderable Qty for each line
- The number of Line items
TP Process
Filling Shipping details
1. Select Sales order section and then select Shipping details tab
 The default address is the one of the Shipto
that was selected in the General tab.
 Enter your own purchase order reference as the Provider purchase order
number. This will help your financial department to reconciliate. This field should
be unique and should not contain special characters
4. Select shipping options from Shipping Options drop down (based on your country
location and the type of products, you will or not have visibility of all the
shipping options).
5. Click on
 Ground is the default Shipping option and requested delivery date will default to system
date + Primary Service Delivery Days (from CSTP table). When applicable, If you decide to
upgrade the shipping options, the requested Delivery date will be updated accordingly
TP Process
Checking schedule details
1. When the system will have controlled the data, select
Information section then select Status tab to check that
CSN is validating your order message is displayed
2. Double click on the Part number to open the schedule
details window
3. Check the available date and close the window
4. When the system has controlled the data, select
Information section then select Status tab to check that
CSN is validating your order message now appears
At this stage, status changes to Validated

TP Process
Submitting
1. Click on
2. Open Billing Tab
3. When the system has have controlled the
data, select Information section then
select Status tab to check that order
created message is displayed
4. Record the Event number
5. Close the event
6. Note: if premium Shipping option is

selected, additional shipping & handling
cost will show
At this stage, status changes to Order submitted
TP Process – Trade Advance Exchange (TAE)
Billing standard trade versus Trade Advance Exchange (TAE)
Part price - Discount = Net price

408.11 - 61.22 = 346.89
Part price - Discount - Core charge = Net price

408.11 - 61.22 - 172.10 = 174.79
 You could find the same values from

Part price and availability look-up
(Speed code GPPA)
Billing
 Country specific: There is no

Tax/VAT in some countries, so
Part price - Discount - Core charge = Net price tax total will simply show 0
408.11 - 61.22 - 172.10 = 174.79
(Part price - Discount ) x VAT% = Tax

(408.11 - 61.22 ) x 21% = 72,85
Subtotal (Net Price) + Tax = Total

174.79 + 72.85 = 247.64
 The Core charge value will be charged to the partner if the part is not returned in time
 Note that the Core Charge is not a fixed percentage of part price – it is a value calculated by HP.
It can be thought of as the trade-in value of the defective part to be returned
Filling Part return details
1. Select Part return section
2. Double click on the Part number to open the
Return Part window
3. Override the Return part number if a functional
equivalent part was found in in the user machine
6. If one of the part was override with its functional
equivalent, then click on
Returning part to HP
If the ordered part was shipped with a return label, use this one to
return the part else,

2. From the part information section, click on the part number
hyperlink of the part you want to return
“The Service tag” will open in a new window
The barcode font is available on the documentation repository. This
font will need to be copied in your font folder
Labor Only Claim (LC) process
LC process
Access workbench (HPSD) Enter : Enter :
· Serial Number · Event Start date/time
· Product Number · Provider Purchase Order
Create a Labor Only Claim event
· Failure Date Number (Sp Ref)
Fill in the repair tab
· Labor qualification type · End User Details
Fill in the information tab · Adjustement PartNumber · Event end date/time
(depends of the Labor · On site Y/N
Enter a note
qualification type)
explaining repair action
yes · Learner Id yes
This is mandatory.
· Shipto
Error in
status tab yes
Error in
status tab
Error in
status tab
Check payment on labor tab  Event will be closed with

LC process
Create labor only claim from the workbench
2. Click on Create labor only in Global Service
Delivery to create labor only event
or enter speed code GILC
 At this stage, only the Information

Section and General tab are available
 labor only claim can be created from the main menu by entering
speed code GILC, but having the workbench opened first is the  An event number is automatically generated
preferred process starting with LC (Labor only Claim)
LC process
Filling in the General screen tab
1. If user does not have a default shipTo, select a Ship-to from the drop down menu

5. Select the appropriate labor qualification type from the drop down menu
At this stage,
status is New
 All required fields are denoted by an asterisk (*)
This can varies per country
6. Enter the Adjustment part Number if required (Reseat Board/Cable/Drive CSR or
Reseat Board/Cable/Drive non-CSR)
 Country specific: Learner Id is whether required before
7. Click on or before
LC process
Retrieving information
1. When the system has retrieved the  When SN and PN are entered and a
data, select Status tab to check that Care Pack or an HP contract is
No errors have been returned attached to the SN, the system will
retrieve it
 Once function has
been executed, the other tabs (Labor
and Status) appear, as well as other Learner name has been retrieved
sections ( Claim and Notes) based on the Learner Id
 At this time :
retrieved if any
LC process
Entering mandatory note
1. Select Notes section
2. Type your note
3. Click on
 Entering a note is mandatory with Labor only Claim (LC)

events. If you Submit the claim without entering a note, the
event will switch to Pend status and you will need to send
the note to the HP CSN Channel Ops to get it released
LC process
Filling in the Repair screen tab – 1 of 3
 Per default, Onsite field is set as No. Partners wishing to claim an

event as onsite will be required to actively set the Onsite field to Yes
Date/Time
Mandatory)
to work on the case
fixed
service event to a future date, the bullet points below need to be followed: Date and time unit is ready for
• The partner enters the Date/Time the customer request was made in the Carry-In
• The partner needs to keep a record of the customer request contacts Partner (Time contacts Partner
optional)
• The Scheduled Event start date/time field is entered with the customer
LC process
1. Enter the Event start date and time
2. Enter the Event end date and time

 If event is neither Same Business Day (SBD) nor Call To Repair (CTR),
Start and End Time are not relevant, then partner could enter a standard Business Scenario Failure Reported Event Start Date/Time Event End Date/Time
Start and End Time, e.g. 8:00 AM – 9:00 AM Date/Time
 Scheduled Events – Where a partner receives a customer request to schedule the

Date/Time customer Date/Time partner Date/Time customer unit was
Onsite Response contacts Partner (Time attended onsite or started fixed
service event to a future date, the bullet points below need to be followed: Onsite CTR Date/Time customer Date/Time partner Date/Time customer unit was
• The partner enters the Date/Time the customer request was made in the contacts Partner (Time attended onsite or started fixed
Mandatory) to work on the case
Event Start Date/Time field
Date and time unit is ready for
• The partner needs to keep a record of the customer request Carry-In
• The Scheduled Event start date/time field is entered with the customer Partner's repair facility
 Enter your own purchase order reference as the Provider purchase

CSR (HP drop ship) Date/Time customer Date/Time customer Date/Time part was ordered
requested Date/Time the event is scheduled for contacts Partner (Time contacts Partner
order number. This will help your financial department to reconciliate.
3. Enter a Provider purchase order number This
no field
HP drop ship) should be Partner
contacts unique and should
(Time the part not contain special characters
part to customer
optional)
LC process
 In the End user name field, please use full name, i.e. First Name and Last Name of the
end customer
 If it happens that CNA (Contact Not Available) or DPA (Data Protection Act) codes
need to be entered in the End user email field, enter them as follow : [email protected] or
[email protected]
 HP will monitor the usage of the [email protected] [email protected] codes as well as
Opt Out of Survey. HP reserves the right to audit the Partners Call management
system to identify these customers and expects the Partner to be able to
produce documentary evidence of the customers’ request for anonymity.
 Country specific: ZIP\Postal code and State\Province\Region are either required,
optional or hidden

 All required fields are denoted by an asterisk (*) This can varies per country
LC process
1. Click on
2. When the system has controlled the data, click on Information then click on
Status tab to check that No errors are displayed
3. Click on
5. Close the event


 Country specific: Learner Id is whether required before At this stage,

or before
status changes
to Claim submitted
Business Continuity Plan
GCSN is down
BCP - GCSN is down
Introduction
If GCSN is down for a long period, we will apply the Business Continuity Plan. Order can be
placed manually in SAP by Channel Ops and shipped to the partner.  Trade orders are automatically replicated in
After GCSN is back up, the order is replicated to GCSN and the claim can be submitted by GCSN with an event number (TP)
the partner and labor will be paid
 SAP does not validate entitlement. Channel Ops will
When GCSN is available again, and you logon and go to the main Workbench page, you check that the unit is in warranty
should note that there will be an information message in a blue font appearing at top of
screen, highlighting that there are/were orders placed direct on backend system ( i.e. HP’s This message tells the user that there are manual orders placed
SAP system) that need to have GCSN orders created in order that you can complete the that need to be completed for the claim to be submitted
event claim and return of parts
Country Specific The collect of order data is based on regional processes &
administration. Contact your Channel Ops team to obtain details
BCP - GCSN is down
Create Manual HP Service Delivery event – 1 of 3
1. Click on Create Manual HP Service Delivery event for
DRP mode order to create Manual event or enter
speed code MANO
2. User default Sold-to will be automatically populated
3. Enter the Ship-to that Channel Ops was requested to
key the order against
4. Click on
5. Select a SAP order number from the drop down menu

 When user selects the SAP order number drop-down, they see a list of
order numbers keyed manually in SAP by Channel Ops on Partner’s behalf
6. Click on
BCP - GCSN is down
1. Select In warranty and enter Serial number and
Product number
or
Select Care pack, then enter Care Pack Serial
Number or HP Contract number
2. Enter a Learner Id
3. Enter a Failure date and a Failure time
4. Click on
If all as expected, user will get a result screen that will

confirm the CSN Event number. In this case : XC10157892
 You can copy the event number from

this page to copy/paste elsewhere
BCP - GCSN is down
 The newly created event appear in the workbench
list , with Status Order Submitted
 On General tab, the Contact Information section will

show IGSO as the First name and Last name – this just
signifies that the order was placed directly on SAP
The Sales Order section can be navigated through, and user will
see the detail of order submitted
When Partner is ready to update the event and or return the part,
then the Claim section should be updated in the normal way
Business Continuity Plan
SAP is down
BCP - SAP is down
Introduction
If SAP and the downstream supply chain systems are down for a long period, we will  Country Specific Partially Coupled Flow (PCF) warranty
apply this Business Continuity Plan (BCP). An outage will be open. orders cannot be processed through EXPO during the
EXPO (EXceptional Parts Ordering) tool can be used by Channel Ops to ship orders outage, they will sit at status queued until SAP is back up
when in BCP mode (Outage is open). and running
When SAP and the downstream supply chain systems are backup and running, the
Outage is closed.  Trade Purchase Orders (TP) (non-warranty orders) will not
At this stage, the events which have been shipped via EXPO will show as Order be processed through EXPO during the outage, they will sit
Submitted in the workbench and will be ready to be claimed. at status queued until SAP is back up and running
 Prioritization of the orders in EXPO will take place as follow:

• Same Business day
• Next Business Day
• Second Business Day or higher
If a specific order needs to be prioritized, partner will need to escalate to channel ops
BCP – SAP & is down
Order validation during outage
1. Add part(s)
2. Fill in the Shipping details tab with the required data
3. Click on
 Part status will still be Pending
 The status tab will report this Information message “Part pricing
and availability could not be determined”
 The event status should change to Validated
BCP - SAP is down
Order submission during outage
1. Click on
 The status tab will report this Information message “The order has
been queued and will be submitted automatically.”
 When the order is confirmed shipped in the EXPO tool, the part
status in the part grid will change to Shipped
2. Record the Event number in order to retrieve it later when the

event will be ready to be claimed (After the outage will be closed)
3. Close the event
 The event status should change to Order Queued . It will only

switch to Order Submitted when the outage will be closed.
Payment methodology
Payment methodology
Payments elements
 The anticipated reimbursement is only
In this example, the partner is
displayed once the event is submitted. The
actual reimbursement is displayed after the eligible for 9% PFP
payment is triggered by HP
• GCSN calculates the PFP per elements.
As you can see in GCSN there are 4 basic The total PFP = Base PFP + On site PFP +
payment elements: Uplift PFP (PS & D labor PFP).
• Base
• Onsite • PFP bonus displayed here is the sum of Base
• PFP bonus PFP + On site PFP.
• PS & D labor (55 x 9%) + (20 x 9%) = 4,95 + 1,8 = 6,75
Once an event is complete CSN will assign • PS & D Labor displayed here is the sum of PS
a value to each of these elements based & D + PS & D PFP.
upon the reference data (see next slide) 15 + (15 x 9%) => 15 +1,35 => 16,35
 PS & D stands for “Partner Sell & Deliver”. This In all event report, the PS & D Labor is labeled as
Uplift Amount
is the specific payment for Care Pack uplift
Also, it is split as Uplift Amount PFP and Uplift
Amount labor
 PFP stands for “Pay for Performance”
Payment methodology
Payment calculation – 1 of 2
The table below shows a typical example for a certain product type that has Same day Care
Packs, Next day Care Packs and Next Business Day (NBD) and multi day warranty.
 It should be noted that the Event CSR status is
determined by the “highest” CSR part added to the
Conditions/Status Payments event as per the below table
Event Event CSR CSR status of the part(s)
Service Level Contract / On Site Base On Site PS&D PfP
CSR PfP % Status ordered on the event
Agreement Care Pack ticked payment payment payment payment
status
2BD N N Y 0 50 10 0 0 CSR 1 CSR 1
NBD N N N 0 70 0 0 0 CSR 2 CSR 1 CSR 2
NBD N N Y 0 70 10 0 0
Non CSR CSR 1 CSR 2 Non CSR
NBD N 1 or 2 Y 0 20 0 0 0
NBD Y N Y 0 70 10 20 0
4HR Y 1 or 2 Y 0 70 10 70 0
4HR Y N Y 20% 70 10 70 30
 To simplify the model, no differential is shown

 The Base payment can have up to 4 different values. CSR1, CSR2, Next Business between CSR 1 and 2 but payment are indeed
Day (NBD), 2nd (2BD) or greater business day (eg: 5BD) different
The base payment value paid will depend on
• The Service Level Agreement
• The Contract/Care Pack status if present
• The Event CSR status
Payment methodology
Payment calculation – 2 of 2
Conditions Payments
Service Level
Agreement
Contract CSR flag
On Site
ticked
PfP %
Base
payment
On Site PS&D PfP
payment payment payment
 If the event is entitled to onsite and the onsite flag is
ticked, then On Site will be paid if applicable
2BD N N Y 0 50 10 0 0
NBD
NBD
N
N
N
N
N
Y
0
0
70
70
0
10
0
0
0
0
 NBD and SBD on site contract if delivered as on site
NBD N 1 or 2 Y 0 20 0 0 0
will get paid the standard on site rate
NBD Y N Y 0 70 10 20 0
4HR
4HR
Y
Y
1 or 2
N
Y
Y
0
20%
70
70
10
10
70
70 30
0
 PfP uplift is applied to all elements
where the event is entitled to PfP
Payment methodology
Products to payment structure allocation
Every product sold by HP is organised in a hierarchy. An example of this can be seen below. HP has loaded
elements of this hierarchy into GCSN in a series of "product divisions" or PID's. When a product number is entered,
GCSN will decide which PID (Payment Identifier) the product relates to and the payment for that PID will apply
Hierarchy Description
Product group Y5 ISS Core
Product division BSY Systems Division

The product hierarchy could be found Product type G13 Systems Division Units
from Unit configuration as soon as Product line LDI DL380 Servers
has been product family F8CQ Proliant DL380 G7
Product POTTN Proliant DL380 G7 ModX

successfully performed
product model HP LD380G7 SFF CTO Server
 If the CSN Product division does not appear in the

Although the Actual reimbursement is not visible Actual reimbursement section of Labor tab, right
until the payment is triggered by HP, the product away after ,click on the refresh
division could be found from the labor tab as soon button
as has been successfully
performed  Payments will depend of the CSN
Product division the product belongs to
1. Select Labor tab

2. Close the event

away after ,click on the refresh
button
Payment methodology
Labor payment process overview – Reimbursement category & Payment method
Country Specific HP provides two types of payment methods, which a Service Channel Partner follows depending upon their country or partner account set-up.
The majority of the labor reimbursements are calculated by the payment engine of GCSN automatically (Base, Onsite, Care Pack uplift, Pay for
Performance). There are standard reports within G-CSN available to reconcile your labor payments. HP recommends to use the following GCSN reports:
• HP Service Delivery Inquiries > Labor reimbursement inquiry in Global Service Delivery >
All HPS SAP PO Numbers in a date range
• HP Service Delivery Inquiries > Labor reimbursement inquiry in Global Service Delivery > ALL CSN Batch Numbers in a batch date range
• Operational Reports > All Events Report
Self Billing (SB)

HP will raise an invoice on behalf of the Service Channel Partner. Reimbursement will be made according to HP standard payment terms and conditions.
Invoices are created every week on Sunday.
Non Self Billing (NSB)
The Service Channel Partner is to invoice HP. Invoices need to be compliant with Purchase Orders (PO)/reports available in GCSN
Purchase Orders (PO) are created every week on Sunday or first day of the month (depending of the country setting).
 For more information on the labor payment process, please consult Channel Ops or your Service Partner Manager
Payment methodology
Whole unit exchange (WUE)
If a product is covered by Part and Pick up, GCSN will consider
the product covered by Whole Unit Exchange and will pay a
specific amount as part of the base labor
 A valid Whole Unit Exchange (WUE) will have Part and Pickup
enabled in the entitlement results screen
Whole Unit Exchange
amount is paid as base labor
 if the event is considered as

Whole Unit Exchange, the WUE
indicator will be displayed next
to the Base in the Labor Tab
Payment methodology
Next Business Uplift
GCSN differentiates payments for NBD Care
Packs and standard warranty
 A valid Next Business Day Uplift would show
 To get paid NBD uplift, the event should On Site, NCD and a Contract Number in the
be delivered and claimed on site entitlement results screen
PS & D is paid and response

time shows 24hr
Reporting
Table of Contents
 Overview
 Accessing GCSN reporting & inquiries
 Selecting a report
 Entering report criteria - Soldto or Shipto
 Entering report criteria -Event number(s)
 Navigating through the result window
 Exporting report
 Navigating through Multiple reports
 Drilling down through Multiple reports
 Key Performance Indicators (KPI) and PFP
Overview
• The GCSN reporting database is a mirror of the transactional database and as such, provides a reliable basis for partner reporting
• Data movement from transactional database to reporting database is max 30 minutes
• Historically GCSN has been only keeping 2 years of data. The configuration was changed by November 2013 to keep 3 years of
data. From Nov 2014, 3 years of data will be available from the Operational and Inquiry reporting module
• The Maximum date range that could be requested is 6 month
• Reports could be exported in Microsoft Excel 2003 (xls) or Comma Separated Values (csv) formats
If GCSN detects that number of rows is over 35K, a message will be displayed advising the user to download as csv.
• Up to 3 reports could be open at same time in different tabs of the Operational and inquiry reporting module allowing the user to
navigate between them
 Deleted events will not appear in the reports  Expired events will appear in the reports
Accessing GCSN reporting & inquiries
1. Enter Speed code REPT to access the Operational and Inquiry reporting module
 If you enter the former reporting speed code OPSR, you will get routed to REPT
Or from Main page
1. Select Reporting & Administration tab

2. Click on GCSN Operational-Performance Reporting and inquiries link
3. The specific REPT Message of the Day will open if any, read it and then
Close
 The MOTD page is only opened on first access to REPT

The Operational and Inquiry reporting module (REPT) will now open
 The GCSN Reporting (REPT) User Guide can be downloaded from there,
but this is nothing else that this chapter
Selecting a report
1. Expand the menu by clicking on the sign
2. Navigate through the hierarchy until you find the

report you need, e.g . All Event Report
 When the mouse is passed over a report
link, the report description is displayed
 Click here to open the “GCSN REPT detailed reports description.xlsx”.

This Microsoft Excel file provides the full list of reports available from REPT
For each report you will find:
• The list of criteria 
On first click, the system will
• The list of columns with a short description ask you to login to GCSN, on
• A sample of data second click, the file will open
Entering report criteria - Solto or Shipto
1. Enter From Date and To Date
 The max. date range that could be requested is 6 month

Sales Org and Sold To are populated automatically based on
the user profile
2. Default Ship To is entered (if any), but user could still select a
Ship To from the drop down menu (if needed)  Unless your Soldto covers
Shiptos in different countries, do
 SoldTo level users can select any ShipTo from the Ship To not select any country
drop down menu. If they do not select any the system will
retrieve the data for the entire SoldTo (as shown here)
 ShipTo level users can only see the data associated to the
ShipTo(s) linked to their user profile. Other ShipTos from
same parent SoldTo will not appear in the Ship To drop
 User could click on
at any time
down menu • when entering the criteria
• when executing the report
3. Click on
• after the results are loaded
 The system will display this box
while searching for the data
Entering report criteria - Event number(s)
1. Enter an Event number
Or
1. Enter multiple Event numbers separated with comma
 The Maximum number of events that could be entered is 10

2. Click on
Navigating through the result window
 This is the first page of five.
The number of row per page could
vary from one report to one another
 Use the buttons to navigate through the pages

 The headers row is
kept visible while
scrolling vertically
 The criteria used to retrieve the data are displayed  When the mouse is passed over the results, the primary column of the
below the report name as well as the date/time the
report was last run row is displayed when applicable. It is useful to know against which
record the user is seeing the data when scrolling horizontally
 At any time, the criteria could be modified, then
clicking on will trigger new data query
Exporting report
1. Select Excel from the export drop down menu
2. An intermediate window will open and will close itself  If above message is displayed in the result
when report will be ready window, select CSV (Comma delimited) format.
This message displays when the expected file size
 Following steps may vary depending of your browser. is over 35K and could fail to download as an xls
This slide was designed using Microsoft Internet Explorer 10
3. Click from the Download validation box

4. The file will open in the .xls format
5. Save the file
Navigating through Multiple reports
1. While report(s) are already open, click on the Reports tab
e.g. Claim Labor and Part Logistics
2. Select a new report
 You can close a report

by clicking on
3. Select criteria and click on
The system will return the data
 Up to 3 reports could be open at same time in

different tabs of the Reporting and inquiry module
allowing the user to navigate between them
 If a fourth report is generated, it will open in the first

tab discarding the previous report
Drilling down through specific reports
1. Select Orders and claims inquiries
2. Select one of the field you want to search
on, e.g. Part Number
 The drill down functionality is only
available from the UI, when exported to
Microsoft Excel, the links will not work
3. Enter From Date and To Date
4. Select a Ship To from the drop down
menu (if needed)
5. Enter a Part Number
6. Click on
7. Move to the right end of the report until
you see the links
8. Click any of the link, e.g. ORDER DETAILS
The order details of the selected event will
be displayed
9. Click on Go Back to parent page report
 When the mouse is passed over the link, the
primary column of the row is displayed
button to return to the parent report
Key Performance Indicators (KPI) and PFP %
1. Enter Speed code REPT
2. Click on Key Performance Indicators (KPI) and PFP % link
3. Enter Effective From Date and Effective To Date
 Dates can only be entered when their is KPI history, else the only one
dates will show up by default
Sales Org and Sold To are populated automatically based on the user profile
2. Default Ship To is entered (if any), but user could still select a Ship To from the
drop down menu (if needed)
3. Click on
The system will display the KPI results
4. Select Excel from the export drop down menu
Specific process
Specific process
Invalid Serial Number / Product Number
 Serial Number entered has an invalid format, correct the Serial Number and
click on
 If the error persists, then report the issue to Channel Ops
 Serial Number was not retrieved in HP Warranty database and could not be
decoded based on the Product Number
 Check the Serial Number/Product Number combination and in case they appear
to be correct, report the issue to Channel Ops
 Product Number was not retrieved in HP New Traceability database and so

product hierarchy could not be identified
 Check the Serial Number/Product Number combination and in case they appear
to be correct, report the issue to Channel Ops
 This will not prevent you to claim the event. Nevertheless, as the Serial Number
was not retrieved in HP New Traceability database, report it to Channel Ops so
that it will be added
Specific process
Service Advisory – Definition
• HP will issue Service Advisories in case of more exceptional high failure rates or malfunctions of its products or parts. Service Advisory Documents can be
retrieved within HPCSN (TINF). Partners are asked to carefully read and follow the instructions. Some Service Advisories might require a special process for
example bypassing HPCSN or extending the warranty period as the unit is already Out of Warranty
• The document specifies the work that should be performed, a set of products, serial numbers, parts and dates, to which the advisory applies
There are two scenarios :
1. Serial Number is Out Of Warranty but still covered by a Service Advisory

The system will automatically retrieve the SA if it is registered in GCSN, and standard warranty
payment will apply
2. Serial Number is In Warranty

The system will automatically retrieve the SA if it is registered in GCSN, and standard warranty
payment will apply, if the product is covered by a Care Pack uplift, the uplift labor amount is paid
 Only the Service Advisories (SA) which cover out of warranty period are
registered in GCSN to extend the warranty. The other SA will not be retrieved
Specific process
Service Advisory – Create an event covered by a Service Advisory (SA)
1. Select In warranty and enter Serial number and Product Number
or
Select HP Care pack\Contract, then enter Care Pack Serial Number or HP Contract
number
2. Enter the Service Advisory Number as follow :  Service Advisory number is case
Product Number-Service Advisory ID-EM sensitive (see picture example)
 This is only needed if the product is Out Of Warranty (OOW) and if the Service
Advisory (SA) covers the OOW period, otherwise, enter the SA number in the notes
3. Enter the other fields as usual and then click on
4. Add part(s) as required and then click on
 The system will check if the Serial Number and part(s) are
in the SA eligibility range and if the SA has not expired
 Some Service Advisories require the page count to be entered in a note together
with the SA#. In addition Channel Partners are asked to put a configuration page
(Page Count) of the Printer into the box of the defective part returned to HP
Specific process
Option warranty – various cases
If the warranty event is being performed on the option part, Option Part Warranty should be selected
as the claim type.
With option parts there are two scenarios, serialized option part and non-serialized option part.
1. Option part is serialized

The option part serial number and security code need to be entered.
2. Option part is not serialized

The serial number of the unit the option is installed in should be entered, along with the security code.
If the unit is out of warranty, but the option is still in warranty according to the security code,
the order will go through as in warranty.
3. Option part is not serialized and it is installed in a non-HP unit

Partner will need to contact HP to have option replaced.
Specific process
Option warranty – security code identification
11 digits Security code : CU10C100JOV
6 digits Site date code : B71091
 Some par could have a 6 digits site date code instead of an

11 digits security code. In order to perform warranty
entitlement, you will need to change the site date code into
its security code equivalent eg :
B71091 => B71091XXXXX
Specific process
Option warranty - WARR
 If the option is not serialized, you can
enter the security code of the option to
obtain its warranty entitlement details
1. Enter Speed code WARR

2. Enter 11 digits Security Code and then Click on
Specific process
Option warranty – HPSD
 If the unit the option is installed in is out of warranty, but the

option is still in warranty according to the security code, the order
will go through as in warranty
1. Select Option warranty and enter Serial number, Product number

and Security code
2. Enter the other fields as usual and then
click on
3. When the system will have retrieved the data, click on Status tab
to check that No errors have been returned
 Note that if you click on the system

will return you the warranty based on SN/PN of the
product the option is attached to
Specific process
Spare part warranty - Definition
In the case of a repair, the spare part will assume the remaining warranty period of
the product it is replacing or 90 days, which ever is the greater.
 Country Specific This 90 day warranty period is the
rule in all countries except where local law stipulates
The process below should be used In case the product is OOW when a part previously
otherwise
replaced under warranty fails within the 90 days spare part warranty period
 Spare part warranty process can only be used when the original event was a GCSN
Exchange order (XC). If the part that failed was ordered as trade (TP), partner will need
to request Channel Ops to use an exception process
Specific process
Spare part warranty - Process
1. Select Spare part warranty from the Claim
type drop down menu
2. Enter the Failure date (Date customer
contacted partner)  The original event should
belong to the current
3. Enter the original order number as the soldTo, shipTo
Previous G-HPSD event number, then
Click on
 Spare part warranty is only valid for Exchange orders (XC). If user enters Non-
4. When the system will have retrieved the data, Warranty(TP) or Labor only(LC) Event numbers then an error message will be displayed
select Status tab to check that No errors
have been returned
5. Select Sales order section and then select
Parts tab
6. Add part, then click on
7. When the system will have retrieved the data,
 This part should exist
in the original event
select Status tab to check that No errors
have been returned
Specific process
Special part warranty - Definition
Parts that are consumable, expendable, or parts that have a lifespan that is typically
shorter than the product life, may also carry a warranty that is specific to the part.
Example of these parts include rechargeable batteries. See example below.
Product is covered by 3 years warranty, nevertheless the part entered is a battery only
covered by one year warranty and upon, the system will return an error
 The standard proof of purchase process cannot be used for special part
warranty. If partner owns a valid POP which extends the special part
warranty he will need to escalate to Channel Ops to get the error override
Specific process
Accidental Damaged Protection (ADP) - 1 of 4 - Entitlement
What is ADP ?
ADP (Accidental Damage Protection) applies to unintentional spills in or on
the unit, drops, falls and electrical surge. This includes damaged or broken
liquid crystal displays (LCDs) or broken parts.
This process is to be used when conducting a service event where the

product is covered by Accidental Damage Protection (ADP). Partner needs
to be authorized to deliver ADP.
1. Enter warranty entitlement details as usual
2. Check that product is covered by ADP
 If the product is covered by ADP, in WARR results

(contract info tab) the ADP Modifier will be displayed
 Country specific: ADP radio button and ADP type will appear on the Claim section Claim Step 2 Repair tab
Specific process and will have to be selected before
and will have to be selected before
or will appear on the Information section General tab
Accidental Damaged Protection (ADP) - 2 of 4 - Claim before Submit Order

 If the product is covered by ADP then the below warning message will be displayed after Clicking
on informing the user that the event can be claimed as ADP via the
Information / General tab
 If you need to claim as ADP, follow next steps, else, set ADP radio button to NO
1. Enter Part(s), and shipping details and Click on
2. Set the ADP radio button to Yes
3. Select an ADP type from the drop down menu (see list below) ADP type Mouse over text
ADP Impact Drop Knocked off desk, dropped in hallway, fell with laptop in hands
4. Enter a note describing the accident in details ADP Impact Not Drop Hit with basketball, bumped screen with elbow, dropped book on laptop
ADP Spill Liquid spill
 Entering a note is mandatory, else the below error message will ADP Electrical Surge
ADP Object on Keyboard
Electrical surge
Foreign object on Keyboard when closed, causing damage
be displayed
ADP Other Damaged in travel, Screen cracked from pressure, grabbed screen
ADP Amended Claim Additional claim to complete repair on original ADP incident
 Country specific: ADP radio button and ADP type will appear on the Claim section Claim Step 2 Repair tab
Specific process and will have to be selected before
and will have to be selected before
or will appear on the Information section General tab
Accidental Damaged Protection (ADP) - 3 of 4 – Claim after Submit Order

 If the product is covered by ADP then the below warning message
will be displayed to inform the user that the event can be claimed
as ADP via the Claim Step 2 - Returns tab
1. Set the ADP radio button to Yes ADP type Mouse over text
ADP Impact Drop Knocked off desk, dropped in hallway, fell with laptop in hands
2. Select an ADP type from the drop down menu (see list below) ADP Impact Not Drop Hit with basketball, bumped screen with elbow, dropped book on laptop
ADP Spill Liquid spill
3. Enter a note describing the accident in details ADP Electrical Surge Electrical surge
 Entering a note is mandatory, else the below error message will ADP Object on Keyboard
ADP Other
Foreign object on Keyboard when closed, causing damage
Damaged in travel, Screen cracked from pressure, grabbed screen
be displayed ADP Amended Claim Additional claim to complete repair on original ADP incident
Specific process
Accidental Damaged Protection (ADP) – 4 of 4 - Returning part to HP
 The service tag will show Accidental Damaged Protection (ADP) : YES
5. Repeat all steps 1 to 4 for each part which are relative to the accident
 If there are multiple parts on the order, “The Service tag” only needs to
be returned for the part(s) which are relative to the accident
Specific process
Defective Material Retention (DMR) -1 of 2 - Entitlement
What is HP DMR?
DMR (Defective Material Retention) allows customers to retain defective drives
upon failure and still get replenishment parts under their support agreement
with HP without additional cost
This process is to be used when conducting a service event where the product is
covered by DMR where the end user will retain a failed hard disk drive.
2. Check that product is covered by DMR
 If the product is covered by DMR, in WARR results

(contract info tab) the DMR Modifier will be displayed
Specific process
Defective Material Retention (DMR) - 2 of 2 - Claim
 If the product is covered by DMR then warning message(s) will be
displayed to inform the User
 If the product is covered by DMR and part is identified as DMR then the
DMR check box in Claim Step 2 - Returns tab will be ticked by default
after order is submitted
1. Untick the DMR check box if the part would be returned

2. Enter a note containing the Serial Number of the defective Part(s)
being claimed as DMR
 If the event is claimed without the hard drive serial number entered in the
notes, the part will be invoiced if not returned on time
As a reminder, notes cannot be added after the event is claimed
Specific process
Preventive Maintenance (PM) - 1 of 4 - Description
What is Preventive Maintenance ?
Preventive Maintenance is a value-added service which entitles the customer to spare parts
(Preventive Maintenance kits) and onsite support, for the maintenance of HP printers.
If a customer chooses not to purchase Preventive Maintenance coverage via HP, then the
customer must purchase spare parts and perform his own printer maintenance.
This is true even if the customer’s printer is still covered by an active warranty or other type of
contract or Care Pack
 If the product is covered by a Preventive Maintenance contract, in WARR results

(contract info tab) the PM offer will show Yes and/or PM modifiers will be displayed  If your SoldTo is eligible for Preventive Maintenance
(PM), the Preventive Maintenance radio button will be
available (else grayed out)
Specific process
Preventive Maintenance (PM) - 2 of 4 – Warranty entitlement
This process is to be used when conducting a service event where the product is
covered by a Preventive Maintenance Contract/Care Pack and the part to be
ordered is a Preventive Maintenance kit
2. Set the Preventive Maintenance radio button to Yes
3. Click on
CSN will display this message
 CSN will show the PM contract as the best offer in the window
The Break-Fix contract if any will be visible in the window
 If the intent is to perform a standard break-fix event, the Preventive Maintenance

radio button should be set to No. The Break-Fix contract will be shown as the best
offer and CSN will use it to determine which labor payment to apply
Specific process
Preventive Maintenance (PM) – 3 of 4 – Order & Claim processes
Order process  If the Preventive Maintenance radio button is set to Yes, CSN will only consider ordering of a
Preventative Maintenance kit, normal break fix parts must NEVER be ordered via an XC event if
1. Enter a Preventive Maintenance kit Part number PM offer exists and a PM Kit is ordered. If break fix parts are needed a unique and separate
GCSN XC event must be placed.
Claim process
1. Enter the Page Count and claim as usual
 As the Preventive Maintenance radio button was set to

Yes, CSN will consider the PM contract as the best offer
to determine which labor payment to apply
Specific process
Preventive Maintenance (PM) - 4 of 4 - Partially coupled flow specifics
Country specific - If a Partially Coupled Flow (PCF) partner attempts to order a
Preventive Maintenance kit under warranty, GCSN will return an error.
1. The Partner will need to provide the SN/PN of the product for which they ordered
the PM kit to Channel Ops
2. Channel Ops will check that the product is covered by a PM contract
3. If the request is validated, then Channel Ops will override the error
4. The Partner will be able to order the PM kit
To later claim the event, the partner will have to enter the same SN/PN
and set the Preventive Maintenance radio button to Yes
Update user details and password
Update my user profile
1. Enter Speed code APRO to access your
own user profile
 If ticked, changing the email address will
2. Update the data as required update your HP passport account.
This is the unique HP Passport identifier
3. After you update your user details or
and the address where a new password
your default ShipTo, you should click on link will be addressed (if changed)
from any tab
 Do not change the language  Make sure you enter the correct time
zone as this will determine the default
time of the event creation date
 If you need a new user to be created,

please contact Channel Ops
Change my password
1. Enter Speed code APRO to access your own user profile
2. Click on Password
From this tab, you can access the HP passport web page
where you will be able to change your password.
To do so click on
 You can enter speed code FHPS to directly access the

HP passport web page where you will be able to
change your password
3. Click on I forgot my CSN HP Passport user ID and

follow the instructions in your local language if
supported
Thank you

GCSN Partner Training 4.1

Uploaded by

Copyright:

Available Formats

GCSN Partner Training 4.1

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

GCSN Partner Training 4.1

Uploaded by

Copyright:

Available Formats

GCSN Partner Training

Page Change Changed by Approved by

19, 20 Change of the screen captures to reflect Keyword S.Racloz

21 Add new page reflecting details on KW Search

118 Trade Order flow updates

121 Removed Part to BOM check

 Documentation ▪ Transactional warranty entitlement  Business Continuity Plan GCSN is down

HP Global Service Delivery tool gives you the ability to:

Click on from any page to come back to the table of content

 If this is the first attempt to access an HP

 HPP password will expire after 90 days. If the

There could be various reasons why a user could

Account linked to SoldTo A

User name French header

 Country specific: Some country languages are not

Most used speed codes

 By dragging the mouse over the area

 You could possibly download one of those

 This link will open a pdf describing

“Message of the day” functionality allows us to post messages to update the

The page will be shown when you log on to GCSN,

 If there is more than one page, you will

 You could enter any keyword,

 The search engine is case sensitive

 If there is more than one page, you will

 System will only retrieve the first 100

“The product number XXX is replaced with the

1. Select a Document Number

 If you try to find a Service Advisory, you will

 To retrieve PDF files, you need to use keyword search

1. Enter Speed code TDIA to access Diagnostic tool

2. Scroll down and select **NEW** HP mobility Support

 In this example, we are looking for the DMIFIT tool

3. Click on the link of the last version of the DMIFIT tool to

 PartSurfer is the ultimate alternative spare parts lookup tool that

 This is the Refurbished version of

4. Enter a Part Number as the Requested part, then

 If no Requested quantity is entered, the

 Inventory levels are current at time of query

 If no Quantity is entered, the system will consider it is 1

 Inventory levels are current at time of query

“The product number XXX is replaced with the Product

Submit an inquiry if you have a Proof of administrator for more info.

1. Enter Speed code WARR

 If your SoldTo is eligible for Preventive Maintenance

 If you enter an HP Contract number that covers multiple

 If there is no contract, these three

 WARR does not return labor payment. 6HR 6 Hours

The anticipated reimbursement will NPLT

Factory warranty and

 If the product is covered by a Preventive

1. Enter Speed code ICON

The product number now

1. Click on unit configuration

 At this stage, click on any  EU countries, Norway, Iceland, Liechtenstein, Switzerland,

This screen displays the list of Service Qualification

 If there is no Service Qualification attached to the

 If user profile is set at ShipTo level,

 You can either create an event by

Icon Event type Prefix Speed

2. Scroll down and select NEW HP mobility Support