GDE Troubleshooting Guide Xvantage for Associates

Summary:

This guide provides steps how to troubleshoot issues regarding GDE.

Issue 1:

When selecting the BCN within the CTO App, sometimes a BCN does not populate. This is because no deals may be mapped within GDE to that BCN.

Resolution:

1. Navigate to GDE by either using the standalone link: gds.ingrammicro.com or by logging in to Xvantage for Associates, clicking on Pricing on the left side pane and choosing Exception Deals.

2. Use search bar or advanced search to pull up either the bid the reseller would like quoted, vendor, or vendor program to ensure correct BCN is resolved in GDE Record.

3. Click on hyperlinked Deal# to get into the bid record.

4. Click pencil icon next to Reseller #.

5. Enter Reseller name within Reseller name field to search, or use Reseller # to search BCN.

6. Click Save at the bottom of the pop up.

Suggestion:

If this BCN should auto resolve for new bids with the same reseller name, select ‘Make Default’ checkbox. Any bid received with the same Reseller Name after the default is set, will auto resolve to the Default selected.

Issue 2:

When searching for a bid within the CTO App, sometimes a bid does not populate. This is because no deals may be mapped within GDE to that BCN.

Resolution:

1. Navigate to GDE by either using the standalone link: gds.ingrammicro.com or by logging in to Xvantage for Associates, clicking on Pricing on the left side pane and choosing Exception Deals.

2. Use search bar or advanced search to pull up the bid the reseller would like quoted.

3. Click on hyperlinked Deal# to get into the bid record.

4. Check if Reseller # field is filled out to correct BCN. To update, follow the below steps.

   • Click pencil icon next to Reseller #.

   • Enter Reseller name within Reseller name field to search, or use Reseller # to search BCN.

Suggestion:

If this BCN should auto resolve for new bids with the same reseller name, select ‘Make Default’ checkbox. Any bid received with the same Reseller Name after the default is set, will auto resolve to the Default selected.

5. Click Save at the bottom of the pop up.

Issue 3:

Unable to add an IM SKU to a Bid in GDE.

Resolution:

1. Click the line of the VPN you are looking to add, a pop out will appear.

2. Click in the box for IM SKU and select the IM SKU you are looking to resolve the VPN to.

3. If no IM SKUs are available, please confirm the below.

   • IM SKU is active in X4A, if a SKU is listed as Vendor Discontinued it cannot be added in GDE.

   • Confirm the VC is listed under the Vendor Program. If unsure how to confirm VCs, please use the below steps.

     1. Click the arrow next to the Vendor Program from the bid record.

     2. Vendor program details page will open and have a Vendor Code section.

     3. Confirm SKU VC is listed under Vendor Codes.

     4. If VC is not listed, please contact the COG/VDD team to get the Vendor Codes updated.

     5. If VC is listed, go back to the bid record, and select Refresh IM SKU button. SKU Refresh can take ~10 minutes

Note:

VPN and IM SKU must match 100% to be added. For Vendors that have option codes, only the base VPN can be resolved however there is extra background development to pull pricing to a VPN with option code if the base is listed on the bid

Issue 4:

When adding a BCN to a Bid in GDE, BCN does not populate

Resolution:

1. Click pencil icon next to Reseller #.

2. Enter Reseller name within Reseller name field to search or use Reseller # to search BCN.

Note:

When using Reseller # search, be sure to eliminate the dash from the BCN.

3. If BCN still does not populate, check the below items:

   • BCN is active in Xvantage for Associates.

   • BCN is active in CRM.

If all items have been checked, account is active, and BCN continues to not populate, please submit a support Ticket.

Issue 5:

This hold means the discount failed when being applied. Most commonly it could be system related or could be that cost/price was manually changed on the quote prior to the order being placed.

Resolution:

1. Navigate to Xvantage for Associates → Sales → Order Management.

2. Using search, find order that needs to be released.

3. Navigate to Review Reasons tab

4. Click Release next to hold.

Note:

Special Permission is needed to release this hold. Please consult with management if you do not have access or need another associate to assist

Issue 6:

Discounts are not loading on an order.

Resolution:

1. Check if the bid is loaded. Check Bid Life Cycle using the standalone link, Ingram Micro - GDS

2. Is the current bid expired?

   1. HPI/HPE specific:

      1. Ensure the bid is correct and is the most recent version.

      2. Verify the bid is listed as orderable. If non-orderable, the vendor must update and resend the bid.

3. Confirm the Reseller BCN and EUID are resolved.

   1. Keep in mind:

      1. If a specific EUID is resolved, that EUID would need to match the order.

      2. BCN needs to be active to be added into GDE.

   2. Non-Bid discounts

      1. Check Deals and Discounts by reviewing Customer Groups tab to confirm included and excluded partner groups. BCNs within the group can be seen when clicking on the Group Name link.

      2. If a Customer Group needs updating, contact the COG/VDD team.

4. Check the correct VPN is listed on the bid as well as the correct associated IM SKU as noted on the order. The Refresh IM SKU button can be used to refresh available IM SKUs.

   1. Keep in mind:

      1. For HPI/HPE, only the base VPN needs to be listed if a VPN has an option code.

      2. If an IM SKU does not show, click the line to add.

      3. If IM SKU does not appear from the drop down when trying to add, click the Refresh IM SKU button.

      4. If receiving an error with the Refresh IM SKU bu\on, verify the SKU is active and the VC is listed in the GDE vendor program.

      5. If the VPN is not listed, confirm in Bid Life cycle that the correct VPN is listed on what was received by the vendor.

5. Check the effective date and expiration date to ensure the bid is current.

   1. Check the overall effective and expiration date, as well as line level dates.

6. Check the available quantities on the bid.

   1. Is there enough available quantity to cover the current order?

   2. Is the used quantity showing as applied to the order?

7. Confirm pricing on bid is lower than standard pricing on the order. If pricing is higher, pricing may not load due to the vendor program set up.

Issue 7:

Error SKU NOT FOUND indicates that the Vendors GDS has a Deal ID that has expired.

Resolution:

The validity period needs to be updated with purchases for the order to be processed.