AppleCare+ Repairs
Note that you may need to create or import the AppleCare+ Service Fee items in your system -- they will not be listed among the Service Parts that are available with a Parts lookup by Serial Number.
When creating a Repair covered by AppleCare+, the AppleCare+ Service Fee will be added to the SRO and PO. (We collect that fee from the customer, and are billed that fee by Apple.) Because it's included on the PO, it will also appear under the “Parts” tab when creating a GSX Repair -- that information is drawn from the PO associated with the Repair. But as this isn't a tangible part, submitting it as part of the Repair will cause an error.
When creating the repair in the GSX Repair window, click the “Omit” checkbox at the far right to keep it from being submitted as a Service Part. As long as the Coverage and Pricing Options for the other parts are set properly (see the screenshot below), AppleCare+ coverage will be properly applied.
Transfer SROs between locations
Multi-Store Users have the option to transfer an SRO to a different location -- that feature is under the "Options" menu, the "Gear" icon in the bottom right of the SRO Window. Note that there are a few limitations to the feature:
You can transfer an SRO to another location, but you cannot transfer it from another location. (Once it's been moved, a User at the other location would need to transfer it back.)
You cannot transfer an SRO that has a GSX Repair.
You cannot transfer an SRO with an Invoice that's been Posted.
Using the Visual Inspection and Customer Sign-Off Features in CheckIn
You can configure the SRO workflow in CheckIn to automatically follow Problem Description > Visual Inspection > Customer Signature, thus insuring that a critical step in the intake process is not overlooked.
To enable this feature, got to More > Admin > Company Setup > Global Settings and make sure param_require_inspection is set to Y. (The search tool in that window can be used to quickly locate specific settings.)
Using multiple POs with an SRO
You can have an SRO that's linked to multiple POs, but if you need to set up a GSX Repair, the PO for Apple Service will need to be the first PO that's created. CheckIn does not currently offer the option to select a different PO when creating a Repair, and the first PO will always be selected by default.
Make sure your Time Zone is set correctly
GSX will use the local date and time when submitting GSX Repairs to Apple, and the "Received Date" (in the GSX window) is recorded in GSX as "Received Date and Time," and that starts the clock on the Repair process.
To make sure your Workstation is reporting the proper Date and Time, go to Admin > Workstation Setup > Preference and select "Local Time Zone Offset." If you click on the "Information" icon, CheckIn will show you a list of geographical locations, and their Time Zone Offsets (from UTC). Enter the number that applies to your location.
Assign default SRO Status
You can select the default Status that all new SROs will be assigned when they are created. That feature is in Admin > Company Setup > Global Settings > Type "status" into the search field on the right. Under param_default_sro_status, type the name of the default Status. (Be careful to select an existing SRO Status, and type carefully.)
Non-Apple Repairs
More recent versions of CheckIn have the ability to change the Repair Type, to allow for repairs to be created with a non-Apple product (and will not automatically query GSX for a Serial Number lookup). This can be set in the "SRO Type" drop-down menu, at the far right of the SRO.
To set the Default Repair Type, go to Admin > Workstation > Preference > param_default_repair_type, and make a selection from the options in the drop-down menu.
Carry In Return Before Replace
For "Carry In Return Before Replace" repairs (when using a part from stock, and a Service Part will not be sent), follow the normal process for creating a GSX Repair in CheckIn, with these two exceptions:
When you create the PO, set the quantity to zero.
And when selecting a Repair Type, make sure you select "Carry In Return Before Replace" from the drop-down menu.
