GCSN EMEA Partner Training 1 - 5

EMEA GCSN DEPLOYMENT
PARTNER TRAINING
Jean-Yves Tatard Whilst HP endeavours to ensure the accuracy of this document, partners
Business Process Engineering, EMEA should refer to the current version of the Operations Guide for details
operating instructions and rules.
24th June 2011 rev 1.5 Any values quoted are indicative and used for illustrative purposes only.
1© Copyright
© Copyright
2010 2010
Hewlett-Packard
Hewlett-Packard
Development
Development
Company,
Company,
L.P. L.P. - HP confidential - Data quoted for illustrative purposes only, please refer to Operations Guide
POINTS TO NOTE – USING HPVR
– Attending the Course
• If the fire alarm sounds please leave all belongings and make your way out of
the building to the designated fire point
• Phone line will be muted by the leader at the beginning of the training to
eliminate background noise. To un-mute your line, enter #6 on your phone
keypad. To mute your line again, please enter *6
• Be aware of putting your phone on hold, it may play music down the line and
disrupt the training
• No multi-tasking
• Where there are multiple attendees sharing a PC; ensure the names of each
attendee are entered into the virtual room
– During the Course

• Please ask for clarification if required
• Indicate if the speaker speed is not appropriate or cannot be clearly heard
• There will be a „Parking Lot‟ for questions & issues raised during the course
2 © Copyright 2010 Hewlett-Packard Development Company, L.P. - HP confidential - Data quoted for illustrative purposes only, please refer to Operations Guide
OBJECTIVE
Welcome to HP Global Channel Services Network (HP GCSN) training
This training course prepares HP Authorized Service Providers to easily conduct business with the HP services
organization by using GCSN.
This training is divided in multiple modules where some are not applicable to your activity.
Eg : You will need to identify if your company is using the Fully Coupled Flow process or the Partially Coupled
Flow process to be instructed on the relevant Warranty exchange order process.
TABLE OF CONTENTS
– Overview – Warranty eXChange order (XC) Fully Coupled Flow (FCF) process
– Log on to WWCSN – Warranty eXChange order (XC) Partially Coupled Flow (PCF) process
– Documentation – Non-warranty order Trade Purchase (TP) process
– Technical Information – Labor only Claim (LC) process
– Part Information – Labor only Claim (LC) Russia process
– Warranty entitlement – Business Continuity Plan GCSN is down
– Unit configuration – Payment methodology
– Workbench – Reporting
– Navigate through an event – Specific process
– Window control – Update user details/password
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.
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.
The goal of the system is to provide:

• As much automation as possible
• A system that is easy to use
• A system that complies with all local legal requirements
 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
What is the tool offering
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 electronic claims
• Review and track order/claim status
• Generate operational and financial reporting
LOG ON TO WWCSN
LOG ON TO WWCSN
WWCSN hosting
GCSN SDI
Knowledge
GPFP
management
 GCSN SDI is only one of the module

under the WWCSN umbrella.
Part Case
information Management
WWCSN
Unit
Elfpack
configuration
Warranty ANAD
entitelement (NEBP)
LOG ON TO WWCSN
HP Passport login
1. Logon to: WWCSN @ http://www.hp.com/partners/csn
 Do not register this url  Do not change the
country in this drop
2. Enter HP passport login down menu
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.
 Click on that link for
1. Enter old password password reset
2. Enter new password twice and click on
 HPP password will expire after 90 days. If the days left is less than 10,
user will be redirected to a change password page.
LOG ON TO WWCSN
Multiple WWCSN accounts
 Users with multiple WWCSN account

(Elfpack or case management) will have
to select one after they will have login.
GCSN account
Elfpack or case management

account
 Users will be able to switch from one account

to the other by whether selecting
or by entering speed code : CHUR.
LOG ON TO WWCSN
service delivery tab
User name (Soldto) Soldto Sales org  For countries that were part of CEE and MEMA
but Czech Republic, Russia, Turkey and South
Africa, Sales Org is HP Europe B.V. (E800)
Log out link
Menu Speed code

HP Service Delivery HPSD
Warranty Entitlement WARR
HP part catalog PART
Technical information TINF
Documentation CDOE
Operational reports OPSR
Update Us er details /pas s word APRO
LOG ON TO WWCSN
WWCSN navigation
 Better use the link
than the back button
 In case an error message shows up when

accessing a page by using the back button ,
press , then click on .  If you are inactive for more
than 120 minutes, you will get
disconnected and will need
to login again.
DOCUMENTATION
DOCUMENTATION
Documentation repository
1. Enter Speed code CDOE to access Specific
GCSN documentation like the GCSN user guide
2. Click on the GCSN user guide link to open the file

and save it to your local drive
 Country specific documentation (if any)

could be retrieved on Smart Portal
DOCUMENTATION
What‟s New
Messages to the attention of the GCSN partners are
displayed at bottom of the main page under What‟s
new section.
1. Click on any link to obtain more details (if any).

eg : “SAP planned downtime on 7th of July”
TECHNICAL
INFORMATION
TECHNICAL INFORMATION
Technical information
1. Enter Speed code TINF to access
Technical information
PART INFORMATION
PART INFORMATION
Search by part Number
1. Enter Speed code PART
2. Enter a Part Number, then

click on
 This link is not functional. Price and

availability could be retrieved from the
transactional screens (GIXC or GITP).
 Country spare part price list could be

retrieved on Smart Portal (see link on
 For some parts, an image GCSN main page)
could be displayed.  If the spare part number meets the RoHS Directive,
then the RoHS status will display as “modified” (compliant).
If the spare part number does not meet the RoHS Directive,
then the RoHS status will display as “original” (non compliant).
 Part return status could be retrieved from
the transactional screens (GIXC or GITP).
PART INFORMATION
CSR status
 CSR status equivalence

A => CSR 1
B => CSR 2
C => CSR 3
N => Non CSR
1 2 3
1. External/internal or 2. Part or sub system easy 3. Technical skills required

pluggable part. to replace to repair
No tools required
PART INFORMATION
Search by Product Number
1. Click on tab
 If the list is too long, select a specific
2. Enter a Product Number, then category and then click on
click on
3. Click on button that

match the correct Product
Number
4. At this stage, click on any Part

Number link to display the
detailed information
PART INFORMATION
Search by Product Category
1. Click on tab
2. Enter a Product Number, then

click on
3. Click on button that

match the correct Product
Number
4. At this stage, click on any Part

Number link to display the
detailed information
WARRANTY
ENTITLEMENT
WARRANTY ENTITLEMENT
Submit an inquiry
1. Enter Speed code WARR
Failure date is today‟s
2. Enter Serial number and Product number
date per default
or
in “Contract Number field”, enter
Care Pack Serial Number Enter a Purchase Date if you
or HP Contract number have a Proof of Purchase (POP)
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
System will add to tabs and will  This tab will not contain any data when there
display warranty info. is no contract.
Product ROHS status
 If there is no contract, these three

sections shows same warranty Service level
details. NCD Next Coverage Day
This product shows a PLO of 1-1-1 5BD 5 Business Days
• Part 1 year
4HR 4 Hours
• Labor 1 year
• On site 1 year
Entitlement :
 WARR does not return labor FR Factory Warranty
payment. The anticipated P Care Pack
reimbursement will only displays C Contract
in the transactional event screen BW Bundle Warranty
when the claim is submitted.
Warranty info – warranty and care pack
Contract number
 WARR does not check the partner entitlement

accreditation of the partner.
Factory warranty and Eg : “Partner eligibility to deliver Service”
Contract warranty mix The transactional screen (GIXC or GILC) should
PLO 3-3-3 be used to the guide as whether the partner is
authorised to deliver service.
Current warranty coverage
PLO 3-3-3
Factory warranty period

PLO 1-1-1
Warranty info – warranty and contract
1. Click on
End user details
Do not mistake the Offer Code that is

only relevant for HP internals with the
Response time Care Pack Product Number eg : UK662E
Repair time
Coverage window
Link to Unit Config and Technical information
1. Click on if you need to get more
details about the product and/or its Bill of  These links
Material (BOM) are obsolete.
Or
Click on if you need to retrieve a
documentation relative to this product
 Note that cannot be accessed with the

SN alone. To retrieve the Product Number,
ICON will need to be directly accessed.
 Note that if WARR accepts the full product number to be

entered, ICON (Unit Config) does not. Before clicking ,
the Product Number will need to be truncated as shown below :
AA666#ABD => AA666A
123456-999 => 123456
UNIT
CONFIGURATION
UNIT CONFIGURATION
Submit an inquiry
1. Enter Speed code ICON
2. Enter Serial number and Product Number

If you do not know the Product Number,
Serial Number can be entered alone
3. Click on
 Enter Alphanumeric characters only for the Product
Number. Only enter first six characters for product
numbers containing # or -.
 Note that if Serial Number is entered alone and there are 2

different products attached to the same SN, ICON will return
the first Product Number that system retrieves.
UNIT CONFIGURATION
Inquiry results
The product number now

appears as SKU.
1. Click on
2. Click on the Part

number
3. Click on
4. At this stage, click on

any Part Number link to
display the detailed
information
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,

You can either
create an event
events pertaining to other Shipto by using the link
from same Billto will not be listed. 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
Labor only claim LC GILC workbench are the same as
the one in the lower left corner
of an order or claim.
WORKBENCH
List of Status
Status Message Definition
New Transaction has not been saved Color code
Saved Transaction has been saved but not submitted or failed validation
Saved with errors Save and Validate or order submit completed but errors encountered Successful
Validated Save and Validate completed with no errors
Processing
Pend Event submitted with no errors but the event has not been created due to one or more PEND conditions exist
Rejected Order not accepted because a PEND was not approved Need action
Processing Information submitted and HP CSN is still validating or waiting on a back end system
Blocked Order created but has a block / hold Failed
Order submitted Order has been submitted – Order will be created
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 – 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
Cancelled Transaction was canceled by partner (e.g. Order deleted before parts shipped)
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
complete
Failed to respond Partner does not respond to a “Pend” before the time limit expires
Claim update error The claim update was not successful – See the Status page to correct any errors
Claim processed System submit of claim is done
Expired Order user or system submitted and all line items on the order have expired before the partner returned required return parts
Complete Event is finalized in a successful state, parts shipped and/or claim paid
Order processing Order information the user submitted and HP CSN is still validating or waiting on a back end system
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 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 the part(s)
that were returned
Claim submitted Claim has been successfully submitted
Saved with errors is a “Successful” status for Russian process.

Complete is not a “Successful” status for Russian process.
WORKBENCH
Workbench Search and filter
 The Find Events search feature
Select a search
criteria, enter the data
cannot be used in conjunction with This check box has
and click on no function yet
the View search feature.
 If user profile is set at Shipto level,

find by Ship-to will not be listed.
Select a filter
1. Click on to access basic

event information
2. Click on the event number One part ordered

itself to open the event. One part shipped
 You can use the following wildcards

This is the second page showing 25
when finding events based on provider
events from 26 to 50 out of 107
purchase order number :
‟%‟ represents any string
„_‟ represents any single character First page Last page
Previous page Next page
WORKBENCH
Workbench sort and actions
 Delete order has no effect on a Labor Only claim.
To perform an action on the entire list of events, check Actions Refresh button
To sort the list of events, click on
that box and all check boxes will automatically populate.
any Sort by link at the top of any column
Next, click on the appropriate action in the Actions drop
down menu.
To perform an action on an individual event, check the box

to the left of the event number then, click on the action in
the Actions drop down menu. Flagged
for review  The system ignores the alpha prefixes (XC, TP or LC)
and sorts event numbers by numeric characters.
 Selecting View/Print details from the Actions

menu is a quick way to obtain event details (eg :
shipment date) without opening an event
WORKBENCH
Retrieve an event from the workbench and close it
1. Enter Speed code HPSD to access the workbench
2. Select Find events By event number
3. Enter the event number and click on
4. Click on the event number itself to open the event.
 Review the data and or update the

event as you need.
1. To close the event click on
2. Click on
NAVIGATE THROUGH
AN EVENT
NAVIGATE THROUGH AN EVENT
Create/open event in a new Internet Explorer window vs a new tab 1 of 2
If you click on « Create labor only in Global Service Delivery » from the left navigation bar of the
workbench, depending on your Microsoft Internet Explorer configuration, the system will either :
Open the pop up in a new window or open the pop up in a new tab
 Depending of your preferred solution,

you will need to set Microsoft Internet
Explorer configuration accordingly (see
next slide).
 This example shows an LC event, but the

same applies for XC and TP events
Create/open event in a new Internet Explorer window vs a new tab 2 of 2
1. Open internet explorer
2. From the menu bar, select

Tools and then Internet Options
3. In General tab, identify the Tabs

section and click on
4. Select the appropriate behavior

for When a pop-up is
encountered radio button
5. Click on
Default partner details - Default data on General screen tab
SoldTo Default ShipTo address
based on user profile based on user profile Click to obtain
ShipTo details
You can select another

ShipTo from the drop
down menu or
1. Click on
User information based 2. Select Search by “Ship-To” and

on user profile click on
3. Select one of the Shipto address

 For XC PCF and TP, General tab will only in the list and click on
appear if the user does not have a default
ShipTo. Otherwise, the Part tab will be
displayed.
Warranty Entitlement - Entering data
1. Select In warranty and enter  When SN and PN are entered
Serial number and Product and a Care Pack or an HP
number contract is attached to the SN,
or the system will retrieve it.
Select HP Care pack\Contract,
then enter Care Pack Serial
Number or HP Contract number
2. Enter the Failure date (Date

customer contacted partner)
3. Click on
 At this time, those buttons are inactive
Warranty Entitlement - Results
1. When the system will have
retrieved the data, select Status
 At that stage, Labor tab is
not showing any data.
tab to check that No errors have The anticipated
been returned reimbursement will display
when the claim is submitted.
 At this time :
• Warranty entitlement has been checked
• Product information has been retrieved
• Previous events on same SN have been
retrieved if any.
Warranty Entitlement
If the Care Pack/Contract covers one of this
1. Click on
modifier, the corresponding box will show “Yes”:
- Defective Media Retention (DMR)
2. To close this window, - Accidental Damaged Protection (ADP)
click on
This product shows a PLO of 3-3-3  If Care Packs / Contracts have

• Part 3 years "Accidental Damage Coverage” these
• Labor 3 years will also show as ADP. Effectively they
• On site 3years are the same thing
Entitlement :
FR Factory Warranty
P Care Pack
C Contract
BW Bundle Warranty
1. Click on
Service level
2. To close this window, NCD Next Coverage Day
click on 5BD 5 Business Days
4HR 4 Hours
This screen will show the
Care Pack description
Unit Config
1. Click on
2. To close this window,

click on
 Select part(s) by clicking the

respective check box(es) and then
click on to get
them added in the Parts tab of an
XC event.
Service history
1. Click on  Unless an event was already submitted on that Soldto
with the same SN within 90 days period, it should show
2. To close this window, « no record found ».
click on
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 OPSR
2. Select HP Service Delivery Inquiries > Orders and claims inquiries >
Serial number > By Soldto
3. Enter Partner Id, Serial Number and date range, then click on
Saving end user details from Shipping details or Claim Repair step -1
End user Address details can be saved
before a drop-ship order is submitted.
 Drop-ship functionality is disabled for
countries operating under Partially
Coupled Flow (PCF) as end users cannot
1. Click on be delivered next business day from HP
central stock in PCF countries.
2. Enter a Friendly name
3. Click on
4. Click on and then

click on
End user details can also be

saved before submitting a claim
 End user email address can only

be saved and then retrieved if
saved from the repair claim tab.
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 user 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
3. Select Search by “Friendly name”

and click on
4. Select one of the user in

the list and click on
End user information fields will get  If Copy Drop-Ship Address radio button is
loaded based on the data recorded set to Yes, End user Address details will be
against that friendly name. automatically copied to the claim tab. In this
case , End user email address will need to
be entered manually.
Status - Checking status tab for Information, warning or error messages
1. Select section then
select Status tab to check that
 Some messages will appear
on the event banner inviting
no errors are displayed
you to access the status tab
for review.
2. Check each new message in
the list  All event updates will
be recorded on this tab.
3. Click on to obtain more details
about the message
Event can be flagged for review
either on this tab or from the
Order status workbench.
Claimed status
 This example shows a warranty
event that has been saved &
validated. There are multiple
“Field not completed” message
at this time as the shipping detail
Event status have not been entered yet.
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 HP CSN administrator.
Warning
HP CSN needs partner to take action
or note the message.
Information
Some data have not been retrieved.
Part - add part to a warranty order  For Non warranty order, the process is
slightly different (see specific chapter).
1. Select section and

then select Parts tab.
2. Enter a Part Number and

 If no Quantity is entered, the
system will consider it is 1.
a Quantity if > 1
3. Click on
The Part Number with its Description,

CSR level and Status will no appear in
the Requested part area
 If you enter Quantity = 2, the

Sap line item.
Next part will get Line item 20
system will add Line Item 10 and
Line item 20 for the same part.
4. Add more part(s) as required To perform an action on an

individual part, check the box to
 Number of parts is limited to 6
the left of the part number then,
click on the action in the
Actions drop down menu.
Part - Check part availability and price
1. Click on
2. Double click on the Part number to

open the Part details window
3. Check the available date and close

the schedule details window by Part is not available
clicking on Before 29th of September
 Country spare part price list could
be retrieved on Smart Portal (see  Prices for warranty exchange orders
link on GCSN main page) are listed without discount. This is
the price partner will be charged if
part is not returned in time.
At this stage, status Part is available by

changes to tomorrow
Part - Check status tab after part validation
1. When the system will have controlled the
data, select section then
click on Status tab to check that following
message is displayed : Order validation
Successful
 There are multiple “Field not completed”

message at this time as the shipping
detail tab has not been filled in yet.
 As it has been validated, this event will

appear in the workbench list.
If the event was created to check part
availability or price, it could be whether
deleted or it will be automatically purged
by the system.
Part - Check part return status while part has not been shipped yet
1. Open the event from the Workbench

then select Parts tab
3. Add part(s) Returnable part
4. Select section and then

select Claim Step 2 - returns tab

open the Schedule details window
6. Select Delivery information tab to Non returnable part (Local scrap)

obtain the Outbound tracking number
7. Close the Schedule details window by

clicking on
 There is no need to validate to retrieve the Return status.
Because this event has not been validated, it can be closed
with status new and will not appear on the workbench.
8. Close the event
Part - Checking shipment details

then select Parts tab

open the Schedule details window
4. Select Delivery information tab to

obtain the Outbound tracking number
5. Close the Schedule details window by

clicking on
6. Close the event
 Depending on the country carrier, the Hyperlink

will not always work.
In such case, access the carrier link 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 Actions drop down menu
3. Click on View/Print details to view the

“Service tag”
Notes - Entering Notes
1. Click on
2. Type your note
3. Click on
 A note can be entered at any time, but will not

be recorded until button is clicked.
Validating the data at that stage (status is New
on this LC event will generate multiple errors as
Repair tab data have not been entered yet.
 Clicking at that stage (status is New)

on this LC event will generate multiple errors as
Repair tab data have not been entered yet.
 In some specific cases, entering notes is mandatory

eg: page count needs to be entered when claiming an
event against a specific Service Advisory.
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,
CSN 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.
Note that for Russian process, as “Saved with

errors” is a valid status, the “Days before
Purge Non-Submitted Orders” is set to 90.
WINDOW CONTROL
Claim Expiration window
The system regularly reviews all events to determine which ones should be set to claim expired.
This is a nightly batch job that run independent of the event being opened by a user.
 Claim Expiration Window is defined based
upon the country the partner operates in.
This is detailed in the ops guide. The value
For all events where claim submission has not been done yet, is typically set to 29 calendar days for Fully
If (date of last part shipped + claim expiration window) > today then, Coupled countries.
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.
Note that for Russian process, Create

event duration window is set to 90.
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 administrator 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

PROCESS (FCF)
XC FULLY COUPLED FLOW PROCESS (FCF)
Step 1 Fix end user machine Step 2
Access workbench (HPSD) Access workbench (HPSD)  Event previously saved can be Filtered
by status and
Add part(s) in Part tab retrieved by Event Number or SN
Create a Warranty Exchange event Open a Warranty Exchange
Enter : event previously saved Enter :
· Serial Number
· On site Y/N
· Product Number
Fill in the information tab · Event start date/time
· Failure Date yes Fill in the repair tab
· Event end date/time
· Shipto Check part(s) availability and price
· End User details
yes Fill in the
return tab for each part
Error in Enter :
Error in status tab · Failure code
status tab Enter : Part is local scrap
· Attention to
Fill in the Shipping detail tab · Provider purchase yes Enter :
order number · Return part Number
Add needed data
· Return reason
Part is CSR
 Ifthepartpartis toCSR, then drop ship
end user address
yes
is partner choice
no Drop ship
Enter :
yes · Drop-ship Error in
no Add needed data · End user address status tab
details
Check for error on status tab

Error in
status tab
Check payment on labor tab  Event will be closed with
status
Error in
status tab
 Event will be closed with
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
 At this stage, only the Information

Section and General tab are available.
 An event number is automatically

 Warranty exchange event can be created from the main menu by
generated starting with XC
(warranty EXChange event)
entering speed code GIXC, but having the workbench opened
first is the preferred 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
2. 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
3. Enter the Failure date (Date customer

contacted partner)
4. Click on
 All required fields are denoted by an asterisk (*).
At this stage, status is
Retrieving information
tab to check that No errors have
been returned
 Once Retrieve Information

function has been executed, the
other tabs (Labor and Status)
appear, as well as other sections
(Sales order Claim and Notes).
 At this time :
retrieved if any.
Add part(s)
select Parts tab
2. Add part(s) as required If part is not available ETA will

be automatically updated if
3. Click on changed. Nevertheless we
recommend partner to save &
4. Double click on the Part number to validate again if in doubt.
5. Check the available date and close

the window
 Prices for warranty exchange orders
are listed without discount. This is
 If all parts on order are CSR, then

the price partner will be charged if
part is not returned in time.
the CSR Event type on the event is
recorded as the highest CSR level.
If one part isn't CSR then Event type
is "Non-CSR".
Part is available by
At this stage, status tomorrow
changes to
Check status tab after part validation
1. When the system will have controlled
the data, select section
then select Status tab to check that
following message is displayed :
Order validation Successful

messages at this time as the shipping
Filling the shipping detail tab – Part sent to shipto

select Shipping details tab Attention to, even if
 The default address is the one of the

mandatory will only
appear on the label
Shipto that was selected in the as street 2 in case of
General tab. drop ship.
2. Enter a name as Attention to
3. Enter a Provider purchase order number
4. Click on
 If replenishment option is
selected, part will be
shipped on a lower
5. When the system will have controlled the Service Level Agreement
data, select section then, (SLA). For most countries
select Status tab to check that following this option will not be
message is displayed : Order validation available.
Successful
 Shipping option is driven by the warranty  You can enter a requested delivery date in case you do not need the part by next
Service Level Agreement (SLA) attached day. Requested delivery date defaults to :
to the Serial number entered for that - today + 2 days for orders with “Standard – Second business Day” shipping option
event. This will not affect the delivery SLA. - today + 1 day for orders with “Standard – Next business day” shipping option
- today for orders with “Express - Same business day shipping” option
Part sent to customer
Introduction
Partner is able to request a spare part to be sent to the customer by designating  Drop ship country address should be limited to 35 chars
a customer address. HP will then ship CSR part(s) directly to the customer. in GCSN. Otherwise order will be rejected by our third
party logistic partner.
1. Set the Drop-ship radio button to Yes
2. Enter customer Address

Company name
Street (1)
City
Postal code
 Postal code is either
required or hidden
Attention to depending on the country.
4. Click on
 An order can be drop-shipped only if the "CSR
Event type" is CSR (see Shipping details tab).
5. When the system will have controlled the data,
select section then, select Status
 Multiple CSR parts with different return status an/or
CSR status can be mixed in same drop ship order.
tab to check that following message is
displayed : Order validation Successful
Filling the shipping detail tab – Part sent to PUDO
Introduction
Partner can pickup the ordered parts at the courier / distributor‟s hub. The parts will
be available the next business day after the order entry as soon as the Hub is open.
 Attention to, even if mandatory
will only appear on the label as
1. Set the PUDO delivery radio button to Yes street 2 in case of drop ship.
2. Select a PUDO location from the drop

down menu The list of available hubs for the
SoldTo/country will be automatically
3. Enter a name as Attention to populated in the drop down menu
when PUDO delivery = Yes.
5. Click on  PUDO list with open time

will be made available on
6. When the system will have controlled the the documentation
data, select section then, repository at CDOE
select Status tab to check that following
Successful
Filling the shipping detail tab – SBD order
Introduction
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).
1. Check that Shipping options shows Express – Same  Drop-ship from an FSL
Business day as a result of the warranty entitlement will only be possible if
part is CSR.
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
 The list of available FSLs
for the SoldTo/country will
be sent to the Shipto address
show up when :
Same day order = Yes
&
Hold for pickup = Yes.
 Different ShipTos can be

linked to different FSLs.
 If Hold for pickup is set to No, the  Intervene is set to No so that the order goes
list of FSLs does not show up. through without any hp CSN administrator
intervention.
Checking part availability and Serial number eligibility – SBD order
1. Click on

select section then select Status tab
to check that no error are displayed
 At this stage, the system will check that the serial

number is eligible for Same business Day Delivery.
 At this stage, the system will check part

availability at FSL.
3. Check part availability
Submit the order
1. Click The HP order number has
now been returned by SAP
controlled the data, select
section then
select Status tab to check
that following message is
displayed : order created
3. Record the Event number

in order to retrieve it later
when the event will be
ready to be claimed
4. Close the event
At this stage, status

changes to
Filling claim repair details 1 of 2
1. Open the event from the Workbench General tab Repair Tab
Delivery Failure Event start Event end
reported date date date
2. Select section On Site Date Customer Date Customer Date Customer
contacted contacted unit was fixed
partner partner
3. Set the Onsite radio button to Yes or No Carry-In Date Customer
contacted
Date Unit
arrived at
Date unit was
available for
whether or not the event was performed partner partner repair
facility
collection at
partner repair
on site and is entitled for payment. facility
4. Enter the Event start date and time  Failure Date,

Event Start Date + Time,
5. Enter the Event end date and time Event End Date + Time,
must occur in the order listed.
 As it is not relevant for FIT calculation,
it is possible to enter a standard start
and end time for non Same Business
 Note that Fix in time will
be calculated from
Day events, e.g. 8:00 AM – 9:00 AM. Event start date to
 If the part(s) were “drop shipped” to  In case the end user requests the intervention date to be
Event end date.
customer the event can be claimed as postponed, the “Scheduled date” should be entered as the Event
soon as the order is submitted. Fix date Start date. A note should be added to justify this change.
should equal order date, most likely the
Failure date (when end user called).
1. Enter End user information
End user name, End user email, End user company,
End user phone, Street (1), City and Postal code
2. Select the country from the Subsidiary\Country\Region

drop down menu
 If there is only one country in the sales Org,

the country will be set as default eg : Latvia.
 All required fields are denoted by an asterisk (*)

but End user company, nevertheless, we expect
it to be entered.
 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 : DPA@hp.com or CNA@hp.com.
Filling claim return details
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  The default failure
code is ACD118.
5. Select : Operating system, Modifier, Action, Observed
condition category and Observed condition code
Return reason from their respective drop down menu
 The list of code could be
downloaded from the
in order to obtain the desired Failure code
documentation repository
(speed code CDOE)
6. Click on , then click on and finally 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 request the HP CSN administrator
to override the 1/30 rule. This will only be possible if the claim has not been submitted yet.
Also a “DOA” failure code will have to be entered. From modifier drop down menu, select “D- Received DOA”
Submitting the claim
1. Click on

data, click on then click on
Status tab to check that No errors are
displayed
3. Click on

Status tab to check that following
message is displayed : Claim validation
was successful
5. Close the event
 Note that if Onsite was set to “Yes” and

system found that no payment are granted for
on site the radio button would revert to “No”.
At this stage, status changes to
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
Returning part to HP
If the ordered part was shipped with a return label, use this
one to return the part else,
2. Print all pages (2 pages for one part)
3. Include the “Service tag” pages on the box and in the

box prior to return the part
 The service tag will include bar code for part number.
The bar code font will be made available on the documentation
repository (CDOE). This font will need to be copied in your font folder
that can easily be retrieved from the Microsoft windows control panel.
Checking Labor payment after claim payment has been initiated
 Event status and labor tabs will get updated when the
“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 the month)
2. Select section
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 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 OOW information 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 HP CSN administrator only

(CEE/MEMA partners should use GCSN_POP@hp.com)
Subject should follow this structure :
POP, event number, Country, Shipto, Serial number,
Product number  If the event is not
released from Pend after
6. The HP CSN administrator can now release 30 days, it will switch to
the event status Expired.
 LC event will switch to status Pend when claimed.
XC FCF PROCESS
Serial number out of warranty and Proof of Purchase - acceptance/rejection
If the HP CSN administrator accepted the claim, then If the HP CSN administrator rejected the claim, then the
the event status switches to and the event status switches to and the Notes tab will
Status tab does not show the OOW error anymore. show the note added by the HP CSN administrator.
 The status tab will still

show the OOW warning
WARRANTY EXCHANGE
ORDER (XC)
PARTIALLY COUPLED
FLOW PROCESS (PCF)
XC PARTIALLY COUPLED FLOW PROCESS (PCF)
Access workbench (HPSD) Access workbench (HPSD)  Event previously saved can be Filtered
by status and
Add a part in Part tab retrieved by Event Number or SN
Create a Warranty Exchange event Open a Warranty Exchange
event previously saved
Enter :
User is set yes Serial Number
at shipto level Fill in the information tab Product Number
Check part availability and price
Failure Date
Enter :
Fill in the information tab · Shipto Error in yes
status tab Enter :
· On site Y/N
Enter : Error in · Event start date/time
· Attention to status tab · Event end date/time
yes Fill in the Shipping detail tab · Provider purchase
· End User details
order number
Fill in the repair tab
yes Enter :
· Return part Number
Fill in the return tab · Return reason
Error in
yes · Failure code
status tab
 In case SN/PN are already

known, they can be entered Error in
in the information tab after status tab
Error in the order is submitted
status tab
status
Check for error on status tab
Check payment on labor tab

status
XC PCF PROCESS – STEP 1
Create Warranty exchange event from the workbench
the workbench
2. Click on « Create warranty

exchange in Global Service
Delivery » to create a warranty
exchange event
 At this stage, General tab will

only appear if the user does not
have a default shipTo. Otherwise,
the Part tab will be displayed.
generated starting with XC
 Warranty exchange event can be created from the main menu by (warranty EXChange event)
entering speed code GIXC, but having the workbench opened
first is the preferred process.
No default Shipto – Retrieve Information
 At this stage, General tab will only 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 Retrieve Information function

has been executed, the other tabs Click to obtain
(Labor and Status) appear, as well as Shipto details
other sections (Sales order Claim and
Notes).
Add part(s)
select Parts tab
2. Add part(s) as required If part is not available ETA will

3. Click on changed. Nevertheless we
recommend partner to save &
4. Double click on the Part number to validate again if in doubt.
5. Check the available date and close  Prices for warranty exchange orders are
the window listed without discount while partner will be
invoiced at discounted price. If part is not
returned in time partner will not get credited.
Part is available by
At this stage, status tomorrow
changes to
Order validation Successful

messages at this time as the shipping
Filling the shipping detail tab

select Shipping details tab Attention to, even if
 The default address is the one of the
mandatory will only
appear on the label
Shipto that was selected in General tab.
as street 2 in case of
2. Enter a name as Attention to drop ship.
4. Click on

data, select section then
select Status tab to check that following
 If replenishment option is
selected, part will be
Successful
shipped on a lower
 Shipping option is driven by the warranty SLA attached to the Serial number entered for that Service Level Agreement
(SLA). For most countries
event. As Serial Number is not entered at time the order is submitted for PCF process, it will
default to Next Business Day. This will not affect the ship date or delivery of the part. this option will not be
available.
 You can enter a requested delivery date in case you do not need the
part by next day. Requested delivery date defaults to today + 1 day.
Submit the order
1. Click The HP order number has
now been returned by SAP
section then
select Status tab to check
that “order created”
message appears

in order to retrieve it later
when the event will be
ready to be claimed
4. Close the event

changes to
Fill the information tab
1. Open the event from the  When SN and PN are entered
Workbench and a Care Pack or an HP
contract is attached to the SN,
2. Select s section and the system will retrieve it.
then select General tab.
3. Select In warranty and enter Serial

number and Product number
or
Select HP Care pack\Contract,
then enter Care Pack Serial
4. Enter the Failure date (Date

customer contacted partner)
5. Click on
Validating warranty details
section then select Status tab to
check that no warranty entitlement
relative error are displayed
 Validating the event at that stage

while the “claim fields” have not
been entered yet will generate errors.
Those errors will disappear when the
“claim fields” will be populated and the
event validated again.
1. Open the event from the Workbench General tab Repair Tab
2. Select section On Site Date Customer Date Customer Date Customer
partner partner
3. Set the Onsite radio button to Yes or No Carry-In Date Customer
contacted
Date Unit
arrived at
Date unit was
available for
whether or not the event was performed partner partner repair
facility
collection at
partner repair
on site and is entitled for payment. facility
4. Enter the Event start date and time  Failure Date,

5. Enter the Event end date and time Event End Date + Time,
must occur in the order listed.
 As it is not relevant for FIT calculation,
it is possible to enter a standard start  Note that Fix in time will
and end time for non Same Business be calculated from
Day events, e.g. 8:00 AM – 9:00 AM. Event start date to
 
Event end date.
If the part(s) were shipped to In case the end user requests the intervention date to be
customer as CSR, fix date should be postponed, the “Scheduled date” should be entered as the Event
the date when the part(s) were Start date. A note should be added to justify this change.
shipped to end user.

drop down menu
 Copy Drop-ship Address is of no use for PCF

partner as part can only been sent to Shipto.

it to be entered.

Filling claim return details
1. Select Claim Step 2 - Returns tab

Part window

4. Select a Return reason from the drop down menu  The default failure
code is ACD118.
5. Select : Operating system, Modifier, Action, Observed
condition category and Observed condition code
Return reason from their respective drop down menu
 The list of code could be
downloaded from the
in order to obtain the desired Failure code
documentation repository
(speed code CDOE)
 In case a part is found as functional DOA on an XC event, partner will need to request the HP CSN administrator
to override the 1/30 rule. This will only be possible if the claim has not been submitted yet.
Also a “DOA” failure code will have to be entered. From modifier drop down menu, select “D- Received DOA”
1. Click on

Status tab to check that no error are
displayed
3. Click on

message is displayed : Claim validation
was successful
5. Close the event

system found that no payment are granted for
on site the radio button would revert to “No”.
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

 Event status and labor tabs will get updated when the “batch”
process will occur.
• Non self billing Soldto : Batch will occur weekly (on Sunday) or
monthly (1st day of the month)
2. Select section
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 LC event will switch to
message status Pend when claimed.
 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 as turned in warning message
4. The event status will switch to
4. Send the POP to GCSN_POP@hp.com

POP, event number, Country, Shipto, Serial number,
Product number  If the event is not released from Pend
after 30 days, the event will expire.
3. The HP CSN administrator can now
release the event
XC PCF PROCESS
 The Status tab will still

NON WARRANTY ORDER
TRADE PURCHASE (TP)
PROCESS
TRADE PURCHASE (TP) PROCESS
Access workbench (HPSD) Access workbench (HPSD)  Order previously saved can be Filtered
Add a part(s) in Part tab by status and
retrieved by Event Number or SN
Create a non-Warranty order Open a Trade Order
previously saved
Delete AE part(s)
User is set or std part(s) as required
at shipto level Part is AE
Enter : yes
· Shipto Enter :
Fill in the information tab Fill in the
Check part availability and price · Return part Number
return tab for each part
Error in
yes status tab yes
Enter :
· Attention to Error in
Fill in the Shipping detail tab · Provider purchase status tab
order number
Check billing details in Billing tab  Event will be closed with

status
yes
Check billing details in Billing tab
Error in
status tab
Error in
status tab
status
TP PROCESS
Create non-warranty event from the workbench
the workbench
2. Click on « Create non-warranty in

Global Service Delivery » to create
a non warranty event

the Part tab will be displayed.


Non-warranty event can be created from the main menu by
entering speed code GITP, but having the workbench opened An event number is automatically
first is the preferred process. generated starting with TP
TP PROCESS
No default Shipto – Retrieve Information
the Part tab will be displayed. Click to obtain
Shipto details
1. After you entered a Shipto,

Click on
On this picture, The button is
hidden by the Shipto drop down
menu
(Claim and Notes).
TP PROCESS
Add part(s)
then select Parts tab.
 If no Quantity is
entered, the system
will consider it is 1.
2. Enter a Part Number and
a Quantity if > 1
3. Click on
Trade Advance Exchange
(TAE) line item
The Part Number with its Description
and Status will no appear in the
Requested part area.
 If the part is available 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.
4. Add more part(s) as required
 Number of parts on a trade Nb of Lines Qty per line Max  There is no CSR status displayed at both
order is limited to 100. 50 2
100 event and part level for non-warranty event.
Se examples in this table 1 100
TP PROCESS
Checking schedule details
1. Click on
2. Double click on the Part number

to open the Part details window If part is not available ETA will
3. Check the available date and changed. Nevertheless we
close the window recommend partner to save &
validate again if in doubt.
 Country spare part price list could
be retrieved on Smart Portal (see
link on GCSN main page)
At this stage, status Part is available by

changes to tomorrow
TP PROCESS
CSN is validating your order
TP PROCESS
Filling Shipping details
1. Select
Shipping details tab
section and then select  Attention to, even if
mandatory will only
 The default address is the one of the Shipto appear on the label
as street 2 in case of
that was selected in the General tab.
drop ship.
 “Ground” is the default Shipping option and

requested delivery date will default to today +
3 days.
Until notified otherwise, all part will be delivered
with the best effort (NBD for Western Europe)
regardless of the Shipping Option value.
 You can enter a Requested delivery date in case you need the part to be delivered later.
TP PROCESS
Validating
1. Click on

CSN is validating your order

select Billing tab to find the billing
details
TP PROCESS
Submitting
1. Click

order created

select Billing tab to confirm the billing
details
5. Close the event

changes to
TP PROCESS – TRADE ADVANCE EXCHANGE (TAE)
Filling Part return details
1. Select section

Part window

TP PROCESS – TRADE ADVANCE EXCHANGE (TAE)

LABOR ONLY CLAIM (LC)
PROCESS
LC PROCESS The specific LC process to be used by Russian
partners is described in another chapter.
Access workbench (HPSD) Enter :

Enter : · Event Start date/time
· Serial Number · Provider Purchase Order
Create a Labor Only Claim event · Product Number Number (Sp Ref)
· Failure Date Fill in the repair tab
· End User Details
· Labor qualification type · Event end date/time
Fill in the information tab
· Adjustement PartNumber · On site Y/N
(depends of the Labor Enter a note
qualification type) yes
explaining repair action
yes
· Shipto This is mandatory.
Error in
status tab yes
Error in
status tab
Error in
status tab
Check payment on labor tab  Event will be closed with

status
LC PROCESS
Create labor only claim from the workbench
the workbench
2. Click on « Create labor only in

labor only event

 labor only claim can be created from the main menu by entering
generated starting with LC (Labor
speed code GILC, but having the workbench opened first is the only Claim)
preferred process.
LC PROCESS  All required fields
are denoted by an
Filling in the General screen tab asterisk (*).
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, then enter Care Pack Serial
3. Enter the Failure date (Date customer contacted partner)
4. Select the appropriate labor qualification type from the drop

down menu
5. Enter the Adjustment part Number

for Labor Only Adjustment only Reseat Board/Cable/Drive CSR
and
Labor Only Adjustment only Reseat Board/Cable/Drive non-CSR
6. Click on
LC PROCESS
been returned

(Claim and Notes).
 At this time :
retrieved if any
LC PROCESS
Filling in the Repair screen tab – 1 of 2
General tab Repair Tab
1. Click on section
On Site Date Customer Date Customer Date Customer
2. Set the Onsite radio button to Yes or contacted contacted unit was fixed
partner partner
No whether or not the event was
Carry-In Date Customer Date Unit Date unit was
performed contacted arrived at available for
partner partner repair collection at
on site and is entitled for payment. facility partner repair
facility
3. Enter the Event start date and time
4. Enter the Event end date and time  Failure Date,

 As it is not relevant for FIT calculation, Event End Date + Time,
it is possible to enter a standard start must occur in the order listed.
and end time for non Same Business
Day events, e.g. 8:00 AM – 9:00 AM.
 Note that Fix in time will
5. Enter a Provider purchase order be calculated from
number (Service Provider Reference) Event start date to
 In case the end user requests the intervention date to be Event end date.
postponed, the “Scheduled date” should be entered as the Event
Start date. A note should be added to justify this change.
LC PROCESS

drop down menu

it to be entered.

LC PROCESS
Entering mandatory note
1. Click on
2. Type your note
3. Click on
4. 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 administrator to get is released.
Entering a note is not mandatory for Russian

partners as they use a specific LC process.
LC PROCESS
Validating Repair data
the data, select then
select Status tab to check that
Claim validation successful

changes to
LC PROCESS
1. Click on

data, select then select
message is displayed : Claim ready for
payment
3. Close the event

system found that no payment are
granted for on site the radio button
would revert to “No”.
LABOR ONLY CLAIM (LC)
RUSSIA PROCESS
LC RUSSIA PROCESS
Step 1 Order part Fix end user machine Step 2
Access workbench (HPSD) Enter : Access workbench (HPSD)  Event previously saved can be
· Serial Number f iltered by status
· Product Number and retrieved by SN or
Create a Labor Only Claim event Open a Labor Only Claim event Event number
· Failure Date
previously saved
· Labor qualification type
· Adjustement Part Number Enter :
Fill in the information tab
· Shipto · Event end date/time
Fill in the repair tab
· On site Y/N
yes yes
Error in
status tab Error in
Enter : status tab
· Event Start date/time Partner should create one event
· Provider Purchase Order
Fill in the repair tab per part for Russian process.
Number (Sp Ref)
· End User Details Only one event will get paid.
yes
 As Event End Date is not entered Error in
at this stage, system will generate status tab
Error in « Field not completed error »
status tab
 Event will be closed with Check payment on labor tab  Event will be closed with
status status
LC RUSSIA PROCESS - STEP 1
Create labor only claim from the workbench
the workbench
2. Click on « Create labor only in

labor only event

 labor only claim can be created from the main menu by entering  An event number is automatically
speed code GILC, but having the workbench opened first is the generated starting with LC (Labor
preferred process. only Claim)
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, then enter Care Pack Serial
3. Enter the Failure date (Date customer contacted partner)
4. Select the appropriate labor qualification type from the drop down
menu
 For event where a part was used, select one of the following :
• Labor only adjustment – Other (Non-Printer)
• Labor only adjustment – Other (Printer)
Partner has to select correct labor only claim type, else zero labor
compensation might be granted.
“Labor only adjustment – Other (Printer)” is to be used for products
under Product Tracks “Commercial Printing Products” and “ Design Jet”.
5. For event where a part was used, enter the Adjustment part
Number
6. Click on At this stage, status is  All required fields are denoted by an asterisk (*).
been returned

(Claim and Notes).
 At this time :
retrieved if any
1. Click on General tab Repair Tab
2. Enter the Event start date and time On Site Date Customer Date Customer Date Customer

partner partner
As it is not relevant for FIT Carry-In Date Customer Date Unit Date unit was
contacted arrived at available for
calculation, it is possible to enter partner partner repair collection at
facility partner repair
a standard start and end time for facility
non Same Business Day events,

e.g. 8:00 AM – 9:00 AM.  Failure Date,
3. Enter a Provider purchase order must occur in the order listed.
number (Service Provider
Reference)
 As there is only one country under

Russia sales Org, it is automatically
populated.
 In case the end user requests the intervention date to be
postponed, the “Scheduled date” should be entered as the Event
Start date. A note should be added to justify this change.
1. Enter End user information, End user name,
End user email, End user company,
2. Click on
 As there is only one country under

Russia sales Org, it is automatically
populated.

but End user email and End user company,
nevertheless, we expect them to be entered.
Validating Repair data
the data, select then
select Status tab to check that only
those 3 errors are displayed
2. Record the Event number in order to

retrieve it later when the event will be
ready to be claimed.
3. Close the event
Validating the event at that stage

while the Event End Date/Time have
not been entered yet will generate
errors. Those errors will disappear
when the fields will be later entered
and the event validated again.
Filling in the Repair screen tab
1. Open the event from the  Note that Fix in time will
Workbench be calculated from
Event start date to
2. Click on Event end date.

3. Enter the Event End date and
time Failure Date,
4. Set the Onsite radio button to Event End Date + Time,
Yes or No whether or not the must occur in the order listed.
event was performed on site
and is entitled for payment.
5. Click on
Filling in the Repair screen tab
select then select Status tab to
check that following message is displayed :
Claim validation successful
 As the only field you entered at this stage are the

Event End Date and Time, there is a little
chance that system returns a new error.
Also the errors generated because that field was
missing have disappeared.

changes to
1. Click on

data, select then select
message is displayed : Claim ready for
payment
3. Close the event

system found that no payment are
granted for on site the radio button
would revert to “No”.
1. Click on Labor tab
The anticipated reimbursement displays the standard

payment. The actual labor payment displays what is paid
for this particular event.
1. To close the event, click on , then

from the confirmation window click on
If labor payment shows zero, the event will move to

status and the status tab will show the following
message. If you disagree with the status and information
returned, refer to your HP CSN administrator.
 Event status and labor tabs will get
updated at beginning of each month
when the “batch” process will occur.
2. select then select Status tab

to check that following message is
displayed : Claim payment initiated
3. Check that CSN batch number now

appears in the Labor tab
4. To close the event, click on ,then from

the confirmation window click on
RUSSIA PROCESS
Serial number out of warranty and Proof of Purchase – Claim submission
1. Enter data as usual and click on
The system will return “Unit is out of warranty”  Partner must wait with
as an information in the Status tab order submission in
www.hp-asp.ru
2. Click on , the status tab will still show till POP is confirmed by
OOW information message the HP CSN administrator.
3. Send the POP to aspWarranty-Russia@hp.com only

POP, event number, Country, Shipto, Serial number, Product number
 This is anticipating the claim as at this stage the

HP CSN administrator cannot release the event.
4. Enter the Event End Date and Time in the Repair tab
and click on , the information as turned in
warning message
5. The event status will switch to

 If the event is not released from Pend
after 30 days, the event will expire.
6. The HP CSN administrator can now release the event
RUSSIA PROCESS
 The status tab will still

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  Trade orders are automatically replicated in
can be placed manually in SAP by a HP CSN administrator and shipped to the partner. GCSN with an event number (TC).
After GCSN is back up, the order is replicated to GCSN and the claim can be submitted
by the partner and labor will be paid.
 SAP does not validate entitlement so the
When GCSN is available again, and you logon and go to the main Workbench page, HP CSN administrator will validate that the
you should note that there will be an information message in a blue font appearing unit is in warranty.
at top of screen, highlighting that there are/were orders placed direct on backend
system ( i.e. HP‟s SAP system) that need to have GCSN orders created in order This BCP process is not relevant for Russia.
that you can complete the event claim and return of parts.
This message tells the user that there are

manual orders placed that need to be
completed for the claim to be submitted.
BCP - GCSN IS DOWN
Create Manual HP Service Delivery event - 1

1. Click on « Create Manual HP Service Delivery event
for DRP mode order » to create labor only event This screen can
also be accessed
2. User default Sold-to will be automatically populated by entering speed
code MANO.
3. Enter the Ship-to that HP CSN administrator was
asked 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 HP CSN administrator on Partners 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 the Failure date
3. Click on
If all as expected, user will get a result screen that will confirm the
CSN Event number. In this case : XC10157617.
 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 and Last Names – 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.
PAYMENT
METHODOLOGY
PAYMENT METHODOLOGY
From 2 columns to 4 columns
Labour Column On-Site Column
ECSN Base (Labour +OS) GPfP Care Pack Uplift GPfP
GCSN Base On-Site PS&D GPfP
 PS&D stands for Partner Sell  The anticipated reimbursement is only

displayed once the event is submitted.
& Deliver. This is the specific
The actual reimbursement is displayed
payment for Care Pack uplift.
after the payment is triggered by HP.
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 CSR status of an
event is determined by the “highest” CSR part
Conditions/Status Payments added to the event as per the below table.
Service Level On Site Base On Site PS&D PfP Event CSR Status CSR status of the part(s) on the event
Contract CSR flag PfP %
Agreement ticked payment payment payment payment CSR 1 CSR 1
2BD N N Y 0 50 10 0 0 CSR 2 CSR 1 CSR 2
NBD N N N 0 70 0 0 0 CSR 3 CSR 1 CSR 2 CSR 3
Non CSR CSR 1 CSR 2 CSR 3 Non CSR
NBD N N Y 0 70 10 0 0

NBD N 1 or 2 Y 0 20 0 0 0
NBD N 3 Y 0 80 0 0 0 To simplify the model, no differential is shown
NBD Y N Y 0 70 10 20 0 between CSR 1 and 2 but payment are indeed
4HR Y 1 or 2 Y 0 70 10 70 0 different.
4HR Y N Y 20% 70 10 70 30
 CSR 3 is not a recognized channel program in

 The Base payment can have up to 5 different values. CSR1, CSR2, CSR3, EMEA hence full non CSR payments will apply,
subject to normal criteria.
Next Business Day (NBD), 2nd (2BD) or greater business day (eg: 5BD).
The base payment value paid will depend on However as CSR 3 cannot attract On Site (OS)
• The CSR status of the part payment the On Site element is bundled with
• The Care Pack status if present the base.
• The Service Level Agreement.
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
NBD N 1 or 2 Y 0 20 0 0 0
on site will get paid the standard on site rate.
NBD N 3 Y 0 80 0 0 0
NBD
4HR
Y
Y
N
1 or 2
Y
Y
0
0
70
70
10
10
20
70
0
0
 PfP uplift is applied to all elements where the event is
4HR Y N Y 20% 70 10 70 30
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 CSN in a series of "product divisions" or PID's. When a product number is
entered, CSN will decide which PID the product relates to and the payment for that PID will apply.
The product hierarchy could be found

from Unit configuration as soon as the
button as been
pressed.
Hierarchy Description
Although the Actual reimbursement is
Product group XC Transaction Laser Products
not visible until the payment is
Product division BMA AiO Mono Laser
triggered by HP, the product division
Product type GG5 AiO Mono Laser Units
Product line LX2 All-In-One Laser
could be found from the labor tab as
product family F6X0 LJ M1500 soon as the button as
Product P0KFK LASERJET M1500 MFP PRINTER SERIES been pressed.
product model HP LaserJet M1522nf MFP Printer
PAYMENT METHODOLOGY
Labor payment process overview – Reimbursement category
This document is to explain the high level process of Labor reimbursements to Service Channel Partners using GCSN.
There are 2 categories of labor reimbursements:
System Generated Payments

The majority of the labor reimbursements are calculated by the payment engine of GCSN automatically (Base, Onsite, Care Pack
System 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:
generated
• HP Service Delivery Inquiries > Labor reimbursement inquiry in Global Service Delivery >
Payments 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 date range
• Operational Reports > All Events Report
Non-System Generated Payments
Due to HP European Business Programs or special country settings not all eligible payments are calculated automatically by
GCSN. Theses are listed below:
Non • Next Business Day Uplift (events claimed after 26th of June 2011 will attrack the PS&D payment)
System • Whole Unit Exchange (events claimed after 26th of June 2011 will attrack WUE payment as part of labor payment)
generated • Landed Cost
Payments • Non Event Based Payments (NEBP)
These specific Payments will still be calculated by HP and reimbursement for these will continue. However, as these are not
calculated in GCSN, there are no reports available within the application. Your Channel Admin team will provide a report on a
monthly basis detailing the payments. This will enable the Service Channel Partner community to reconcile labor reimbursements
for all events eligible for payment.
PAYMENT METHODOLOGY
Labor payment process overview – Payment method
HP provides two types of payment methods, which a Service Channel Partner follows depending upon their country or partner account set-up;
The payment method a partner operates will not change, whether payments are system generated or non system generated reimbursements.
Self Billing (SB)

HP will raise an invoice on behalf of the Service Channel Partner for both system generated and non
system generated payments. Reimbursement will be made according to HP standard payment terms and
conditions.
• Invoices are created every week on Sunday for system generated payments.
• Invoices are created every month for non system generated payments
Self Billing (SB)
Non Self Billing (NSB)
The Service Channel Partner is to invoice HP for both system generated and non system generated
payments. Invoices need to be compliant with reports available in GCSN and those provided by their
Channel Admin team.
• Invoices are created every week on Sunday or first day of the month (depending of the country setting)
Non Self Billing (NSB)
for system generated payments.
• Invoices are created every month for non system generated payments.
 For more information on the labor payment process, read “GCSN Labor Payment
Overview” which is available on the documentation repository at CDOE
PAYMENT METHODOLOGY
Whole unit exchange
If a product is covered by Part and Pick up, GCSN will  A valid whole unit exchange will
consider the product covered by Whole Unit Exchange and have Part and Pickup enabled
will pay a specific amount as part of the base labor. in the entitlement results screen
Whole Unit Exchange

amount is paid as
base labor.
PAYMENT METHODOLOGY
Next Business Uplift
GCSN differentiates payments for NBD
Care Packs and standard warranty.
 A valid Next Business Day Uplift would
show On Site, NCD and a Contract
Number in the entitlement results screen.
PS & D is paid and

response time shows 24hr
REPORTING
REPORTING
Report selection
 A calendar will open to facilitate
the date selection by clicking on
2. Select English as the language
3. Expand the menu by clicking on the sign
4. Navigate through the hierarchy until you find

the report you need, eg : “All CSN events in a
date range”
 Depending on the type of the report that is

selected, the system will request to enter
specific items to filter on, eg : ShipTo and  Note that the scheduling
date range. Functionality described in the
user guide is not accessible for
5. Enter the requested filters and then click non HP users
on
6. Select the box you need or click on  when clicking on , the

then click on button change to
REPORTING
Reporting results
At this stage, the system will return you the results.
 All data retrieved by the reporting tool
 The filters that were applied to
are based on the event creation date.
retrieve the data are shown here.
 Navigate through the report by using

buttons or access
a specific page by changing the Current
Page number. The number of lines
displayed per page can be changed by
changing the Display Page Size.
 Click one of the column label to add

filters, sort or add totals as needed.
 Use the scroll bars to navigate through the actual page.
REPORTING
Saving report as an excel file
1. Select Excel from the Download
Drop down menu
2. When the pop up menu appears, click

on to get the results displayed
in Excel.
 Filtering, sorting or adding totals can

now be easily done using Microsoft
excel.
 Note that even if the file has got xls

extension, it opens as a text file and will
need to be saved with an excel format.
REPORTING
Date format conversion
GCSN exports all dates in the mm/dd/yyyy format. e.g.
10th dec 2010 => “12/10/2010”.
You can convert those dates in dd/mm/yyyy format by

using the Microsoft excel “Convert text to column” tool
as detailed below :
1. From Data tab select
2. Click twice to reach Step 3 of 3
3. Select Date and MDY
4. Click on
REPORTING
Save and retrieve favorite report
To save this report as one of your favorites, perform as follow:
1. click on link
2. When the Favorites configuration window pops up, enter a Report Name
and then click on
3. Upon system confirmation, click on
To retrieve a report from your favorites, perform as follow:
2. Click on link
3. When the window pops up, click on one of the Report Name link
4. Change the data to filter on and then click on then,

upon system confirmation, click on
REPORTING
General considerations
G-CSN offers partners the feature to retrieve data online. The Inquiry and Operational Reporting can be accessed by various
ways. Speed Code “OPSR” offers the partner direct and fastest access to the Operational and Inquiry Reporting Module.
 Narrowing down the selection will speed up the

output of the query.
Reports are based on Soldto# and Shipto#.
So keep a list of these numbers available..
 Terminology:
• Partner ID => Shipto or Soldto Number
• Branch => Shipto
• Headquarter => Soldto (subsumes all Shiptos of a partner)
REPORTING
Preferred reports
All HPS SAP PO Numbers in a date range
ALL CSN Batch Numbers in a date range
• Operational Reports > All Events Report
Some fields are not relevant for Russian

partners as relative to part delivery/return .
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 your HP CSN administrator.
 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 your HP CSN administrator.
 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 your HP CSN administrator.
 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 your HP CSN administrator 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 :

Product Number-Service Advisory ID-EM
 This is only needed if the product is Out Of Warranty (OOW) and if
the Service Advisory (SA) cover 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 Part is not checked

for Russian process.
 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
1. 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.
 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) or
if the original Exchange order was an ECSN XORD, partner will need to request
that his HP CSN administrator uses 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 sold-to, ship-to.
3. Enter the original order number as the
Previous G-HPSD event number, then
Click on  Spare part warranty is only valid for Exchange orders (XC). If user enters Non-
Warranty(TP) or Labor only(LC) Event numbers then an error message will be displayed.
4. When the system will have retrieved
the data, select Status tab to check that
No errors have been returned

select Parts tab
6. Add part, then click on  This part should exist

in the original event.
7. When the system will have retrieved
the data, 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  If the product is covered by a contract,
the product life, may also carry a warranty that is specific to the part. Example of these parts the special part warranty will be ignored.
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 if is clicked, the system will return an error.
 The Proof of purchase process cannot be invoked in such case.

If partner owns a valid POP he will need to escalate to his HP
CSN administrator. The POP date will have to be entered in the
backend warranty database so that the event will validate.
SPECIFIC PROCESS
Return Material Authorization (RMA)
Delivery Partners should apply for an RMA returns number if
they wish to return a spare part outside of the normal process
 Parts received with non-functional issues as stated below do
qualify as Dead On Arrival (DOA) spare part and should be
returned via RMA process:
1. Partner submit request for an RMA from their HP CSN
• Wrong part in box
administrator by e-Mail
• Wrong shipment
• Incomplete (excluding expendables, no cable, no
2. If the request is valid, the HP CSN administrator will
pedestal, no screws, etc)
generate an RMA number and confirms details by email
• Damaged parts.
3. Partner create an RMA tag using the template available
on the documentation repository at CDOE  The TAG number has the same 12 digits as the
RMA-Number.
E.g. 100000005438
SPECIFIC PROCESS
Return Material Authorization (RMA)
1. Enter the RMA tag Number (12 digits)
2. Enter the Part Number
3. Select Return Type (Bad or Good)
4. Enter the Country
5. Enter the Shipto
6. Enter the SP Reference Number

Enter your usual return
7. Print out the RMA tag and if necessary copy for address eg : Beringe.
multiple quantities
8. Put each and every single TAG in a transparent

Same data as
envelop and attach one TAG secure to the outside
the original
of each parts Box
order.
 An RMA can have multiple Line Numbers and
multiple quantities per Line Number.
UPDATE USER DETAILS
AND PASSWORD
USER MAINTENANCE
Update my user profile
1. Enter Speed code APRO to access
your own user profile
2. Click on to access your partner

details and default Shipto
3. Update the data as required
4. After you update your user details or

your default Shipto, you should click
on from any tab  Changing the email address
will update your HP passport
account.
 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.
USER MAINTENANCE
Change my password
1. Enter Speed code APRO to access
your own user profile
2. Click on
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.
Q&A

GCSN EMEA Partner Training 1 - 5

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GCSN EMEA Partner Training 1 - 5

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EMEA GCSN DEPLOYMENT

– During the Course

– Documentation – Non-warranty order Trade Purchase (TP) process

– Technical Information – Labor only Claim (LC) process

– Part Information – Labor only Claim (LC) Russia process

– Warranty entitlement – Business Continuity Plan GCSN is down

– Unit configuration – Payment methodology

– Navigate through an event – Specific process

– Window control – Update user details/password

The goal of the system is to provide:

 GCSN SDI is only one of the module

3. Enter password and click on

 If this is the first attempt to access an HP

2. Enter new password twice and click on

 Users with multiple WWCSN account

Elfpack or case management

 Users will be able to switch from one account

Log out link

Menu Speed code

 In case an error message shows up when

2. Click on the GCSN user guide link to open the file

 Country specific documentation (if any)

1. Click on any link to obtain more details (if any).

2. Enter a Part Number, then

 This link is not functional. Price and

 Country spare part price list could be

 CSR status equivalence

1. External/internal or 2. Part or sub system easy 3. Technical skills required

3. Click on button that

4. At this stage, click on any Part

2. Enter a Product Number, then

3. Click on button that

4. At this stage, click on any Part

 If you enter an HP Contract number that covers

Product ROHS status

 If there is no contract, these three

 WARR does not check the partner entitlement

Factory warranty period

End user details

Do not mistake the Offer Code that is

 Note that cannot be accessed with the

 Note that if WARR accepts the full product number to be

2. Enter Serial number and Product Number

 Note that if Serial Number is entered alone and there are 2

The product number now

2. Click on the Part

4. At this stage, click on

All events created during the current

 If user profile is set at Shipto level,

Icon Event type Prefix Speed

Non warranty Purchase order TP GITP

Saved with errors is a “Successful” status for Russian process.

 If user profile is set at Shipto level,

1. Click on to access basic

2. Click on the event number One part ordered

 You can use the following wildcards

 Delete order has no effect on a Labor Only claim.

To perform an action on an individual event, check the box

 Selecting View/Print details from the Actions

2. Select Find events By event number

3. Enter the event number and click on

4. Click on the event number itself to open the event.

 Review the data and or update the