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3. Submitting a GSX Repair

Version 7.2 by David Muszynski on 2025/04/09 12:59

This guide assumes you already have the Customer, Product, and Intake Information entered, and have evaluated the unit for repair to determine what part or parts will be necessary.

Screenshot 2025-04-03 at 2.35.16 PM.png

In the SRO window:

 1 

In “Work Notes” (under the “Work Info” tab), create and add a note to be submitted to Apple as a Technician Note. Click on that note in the list of “Work Notes,” and check the box that says “Send to GSX.”

The repair cannot be submitted without a Technician Note.

 2 

Click the “GSX Parts Lookup” button to bring up a list of parts associated with the unit in repair. You can use the “Filter Parts List” field (at the top left) to search for a specific part by description or product code.

If you notice that the parts listed do not reflect the current unit on the SRO - You will need to refresh the listing, click the “Clear All” button at the top right of the "Parts List" window.

Click the “Plus” to add the part to the repair. (If the part is not already in CheckIn, a Product Card will be created, and the product can be added from there.) A pop-up window will give you the opportunity to select the appropriate pricing option (Stock Price, Exchange Price, Battery Only Price or Covered Under Warranty), and the part will be added to the repair. You can add additional parts using the same sequence.

 3 

Once all parts have been added, check the check boxes to the right of each product to be ordered from Apple. Click the “Create PO” button in the Task Bar to create a Purchase Order. Once you’re content that parts and pricing are correct, you can close the PO window.

The PO will automatically be posted when the repair is successfully submitted to Apple.

 4 

Click the “GSX” button in the Task Bar to create a GSX Repair Ticket.

Information from the SRO, as well as the associated PO number, are automatically added to the ticket.

 Screenshot 2025-04-03 at 2.53.09 PM.png

In the GSX Repair Info window

 1 

Enter the Received Date and Time. You can type this information, use the date picker and drop down functions, or use the FileMaker shortcuts of ‘Cntl/Cmd -‘ & ‘Cntl/Cmd ;’ for Windows/Mac.

 2 

Make sure the “Repair Type” is set appropriately.

For many repairs, it will be “Carry-In.”

 3 

Under the “Troubleshooting” tab, enter the Symptom, Reported Issue, and Reproducibility.

The Priority, Type and Order fields will likely be automatically chosen by CheckIn.

To the right, in the “Troubleshooting” tab, you'll see a small '?' icon -- click on that to check for any questions that need to be answered for the Repair to be successfully submitted.

 4 

Under the “Parts” tab, select the Coverage Option, Symptom, Reported Issue, and Reproducibility for each part. If you need to remove a part, click on the small ‘Trash Can’ icon to the right of the part.

This will also remove the part from the PO. To prevent a part from being submitted to GSX, use the "Omit" checkbox.

 5 

For AppleCare+ repairs, the AppleCare+ Service Fee will appear under the “Parts” tab, but this should not be included. Click the “Omit” checkbox at the far right to keep it from being submitted.

 6 

If you need to Mark the Repair for Review, check the “Request Review by Apple” box.

When you do this, you'll need to create a "Work Info" entry (in the SRO window), and check the box that says "Review Request Note," so the note is submitted with the GSX Repair.

GSX offers the opportunity to check pricing or to save a Repair before submission only in the web interface, these would not be appropriate circumstances in which to mark a repair for review  — when in doubt, save as draft is your friend.

 7 

Once you’re content that everything is correct, click “Submit to Apple” button along the top of the window to send the repair. It will return a GSX ID (or Repair Number) and the cost of repair, and add this information to the “Status” tab, and to the “Timeline.” If you click on the small ‘spyglass’ icon next to “GSX ID,” it will open the repair in GSX.

In certain circumstances, you may see a warning from CheckIn that GSX has returned a part that is not on your SRO or PO. This is a built-in feature of CheckIn, to help confirm that all essential parts are included on the SRO and PO. (For example, if you've created a GSX Repair out of warranty and not added part ACSH08 (Shipping Charges for Carry-In Order, CheckIn may offer to add that part.)

In most cases, if you're confident the additional part is unnecessary, you can dismiss the warning by clicking "No."

 SCREENSHOT NEEDED 

Updates in the GSX Ticket

 8 

Once a Repair has been set up in GSX, additional options will become available under the “Parts” tab. The “Detail” Button will offer (among other details) Tracking Information once the part has shipped, with a clickable link. KBB and KGB numbers can also be added and submitted to Apple. (The 'Barcode' icon will turn green when a number has been entered.) You can also use this tool to set parts for return as part of the Good Part Return (GPR) process, Convert to Stock (CTS) process, or Dead on Arrival (DOA) process.

 9 

Depending on how CheckIn has been configured, specific Status updates can be sent to GSX to mark the as Parts Ordered, Complete, or even Closed. Different Status labels can be configured based on your preferred workflow, and sending these Status updates to GSX is optional. You can change the Status here, or in the SRO Window.

KBB/KGB Updates and Status Updates are separate processes. We recommend updating KBB/KGB information first, before sending a Status Update to GSX.

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