Click on Case Management in order to open your account

Click “queues” in order to see the pending sub cases that have been dispatched to you by HPE. Queue
owners can be more than one
Subcases should not be left in queues. If they are left in queues HP people will not be able to understand
that you have seen the Subcase and that you have accepted ownership. Click on the Sub case Id in order
to view details

Click “Accept Sub case” in order to put the sub case in your Wipbin. Wibpin is a personal folder and do
have only one owner. As said previously “Accept SubCase” will automatically change the status of the
subcase to “Partner Accept” and GSC SPM will be able to know that you have seen the subcase and you
have accept it.

In case a wrong case has been dispatched to you, you can “reject subcase” but a valid reason needs to
be entered on the specific required field

There are several sections of information regarding the speciffic case :

• Subcase Information : regarding the subcase, important is that it includes the email notified for
the email set for this owner, as well the requested d/t which partner needs to be onsite

• Special Instructions : in case there any special information or instruction that needs to be
followed then this will be visible here

• Product Information: information on the product so partner can check if there is a b2b
agreement and to check this when onsite

• Contract / Warranty Information: Only contract subcases you will receive. In case you receive
warranty those needs to be rejected. In this tab you can see in details the contractual obligation
that HP has with the end customer and which has been b2b subcontracted to you

• Service Delivery: Customer details

If you want to reschedule a visit you click on “Change Requested D/T”
Change Status functionality, will help partners to provide update on the status of the repair, the
following status needs to be

1. Partner Accept is set automatically when subcase accepted from queue

2. Partner Part Order, if part not available in stock. Please enter ETA and Order number

Partner Onsite => the date and time you plan to be onsite
Whenever you need to enter any notes in the Subcase and those to be visible to HP and to be register
on HP system, then you can use the “Log Notes” or you can sent an email
When the repair is finished and since parts are not visible in the subcase you need to close the subcase.
The subcase needs to be closed within 24h from the repair finish date and time. Closing a subcase can
be done by clicking on “close sub case”

Fill in :

a) The “closing summary” with the details of the repair

b) The repair information with the respective codes

c) Enter the arrival, finish and fixed time in the “Service Delivery Time”
Delay Codes
0 : Response met
2 : Parts issue – Part delivery delay by courier
3 : No CE available (CE=Customer engineer)
5 : CE arrived late on site due to travel delay
6 : No trained CE available
7 : Subcase received late
8 : Customer caused Delay (When customer delays repair when CE is onsite or when CE requests for
reschedule through ICE)
9 : Other - (Mainly to be used when case is missed due to reasons not related to CE)
Customer related

1D : Customer delayed repair when CE is onsite

1V : Customer delayed repair – (To be used by CE only when a Request for Reschedule is initiated
through ICE)

1X : Customer/3rd party fault

AB : Product No or info from customer wrong

GCE Related

BA : Diagnosis wrong or incomplete

BG : Should be Remote Resolved

BH : Recommended wrong part

DG : Sent to field late by dispatcher

RB : CE Assist failed

Parts Related

PD : Part late / Not sent while CE is onsite

PE : Wrong part in box

PF : Damaged / DOA part