🧪 Experimental KB — Official knowledge hub: community.kaptio.com
59 articles
How to troubleshoot and resolve API connection timeout errors when integrating with Kaptio
After a Salesforce sandbox refresh, user email addresses have '.invalid' appended to them. Users cannot log in because verification codes are being sent to the invalid email addresses instead of their
Knowledge base article
Knowledge base article
When attempting to book services through third-party supplier APIs, the booking fails with an error message containing 'issuing country cannot be null' or 'identification_document > [issuing country]
When a payment is processed and triggers automatic document generation, the resulting confirmation document may be missing expected content such as booking details, passenger information, or payment s
When a PNR with multiple passengers having different pricing conditions (e.g., one Free of Charge, one paid) is imported into Salesforce, the Costings view displays the combined total as a single cost
Knowledge base article
When bulk moving services in the Builder, an error popup appears saying 'This Date is Closed Out' and prevents the line items (including surrounding items) from moving to the correct dates.
Business Units are the foundational organizational structure in Kaptio, representing distinct business entities, brands, or operational divisions. This guide covers setup, configuration, and common issues.
When building packages with cruise cabins, the system only allocates passengers to a single cabin even when multiple cabins are needed. For example, a package search for 4 adults requiring 2 cabins (2
Users want to control default filter behavior in Service Search, specifically: (1) Having the Internal filter checked by default instead of Live Inventory, and (2) Having the location pre-populated wh
When using the 'Change Start Date' function on an itinerary, confirmed services were not updating their confirmation status to 'Unconfirmed Amendment' as expected. The services remained showing as 'Co
Customer was unable to create Sales Invoices. The system was throwing a 'duplicate field' error during invoice generation.
Emails are not being sent from a sandbox or UAT environment. Emails may remain in 'Rendered' status in the email queue, or supplier booking emails do not generate. This commonly occurs after a sandbox
Emails are not being sent from sandbox or UAT environments. This commonly occurs after a sandbox refresh or new sandbox creation.
Knowledge base article
After performing a mass update to the Featured Image field on Content records (via Data Loader or similar tool), the images appear blank in the edit screen and do not display in documents.
Knowledge base article
Knowledge base article
Customer wanted to understand how the Owner ID field is determined when converting a Lead to a Trip in Kaptio, and whether there is a way to change the default behavior.
When adding or editing Price Categories (Ticket Types) on Services, certain fields do not appear in the interface even though they have been added to the Price Category page layout in Salesforce Setup
When passengers are created via API instead of the Kaptio UI, the KaptioTravel__AllocationId__c (Room Group ID) field is not automatically populated. This means passengers don't get assigned to room g
Customer reported that the Gross Invoicing checkbox (KaptioTravel__GrossInvoicing__c) was not being automatically checked when new Travel Agency accounts were created. They believed this used to work
Customer needed itinerary items to automatically change to 'Unconfirmed Amendment' status when passenger guest information (PGI) is updated, so suppliers can be re-confirmed with the new passenger det
When customers create new sandboxes or refresh existing ones, the KTAPI connection is lost and must be reconfigured. The sandbox needs to be connected to KTAPI with all external supplier gateways conf
Customer needed to connect KTAPI to Salesforce sandbox environments. The connection process was blocked by MFA/authenticator app verification requirements on the admin user account.
Users want to see additional fields or different columns in the Payments related list that appears on Itinerary records. By default, the related list may not show all the information users need to vie
Services with UOM set to 'vehicle(s)' were not creating Itinerary Services or Itinerary Price Lines when a room occupancy was set. The customer had set Max Room Occupants but the services still weren'
Emails cannot be sent from sandbox or UAT environments. Email records may show status 'Rendered' but never send, or errors may include 'Failed to resolve' DNS errors pointing to the courier staging AP
Services with specific inventory statuses (such as 'Closed' or 'Sold Out') continue to appear in Service Search results, even though users expect these services to be hidden based on their inventory s
Customer reported being unable to use Kaptio - users could not add services or access itinerary functionality. The issue was described as a BLOCKER with the system being completely unusable.
Users cannot access the Itinerary Builder screen after a Kaptio package upgrade. Some users receive a Field Level Security (FLS) error when trying to open itineraries in the Builder tab, while other u
Users receive 'Insufficient permissions: secure query included inaccessible field' errors when attempting to bulk move services or add packages to itineraries. This blocks users from completing these
When batch deleting Passenger Itinerary Unit Assignment (PIUA) records, the operation fails with error: 'Required fields are missing: [KaptioTravel__LastName__c]'. This typically occurs when customers
Customer asked if Kaptio has built-in automated payment reminders and pointed to visible payment reminder settings in the system, asking what they do.
Knowledge base article
Customer needed to trigger itinerary price recalculation from custom Apex code and wanted to know how to detect when the recalculation completes.
Customer reported that an itinerary item/service was not appearing on the booking confirmation document, even though the item existed on the itinerary.
Knowledge base article
Knowledge base article
Customer reported KTAPI connection errors and errors when saving added Services in Itinerary. The issue occurred in a sandbox environment and was reproduced across multiple environments.
Users encounter errors when adding services, cabins, or costing items in a Salesforce sandbox environment. Error messages include 'item_option_id(s) do not exist', 'insufficient access rights on cross
Customer reported the 'Continue to Payment' button was missing from the Billing Address page, with an 'Authentication credentials are invalid' error appearing in the console.
Customer reported that when selecting a package in costings, it appears empty even though components (like hotels) have been added to the package.
After a Kaptio release update, customers see warning triangle icons in the Package Components tab with the message 'Package has no main component selected'. This affects all packages that existed befo
Knowledge base article
Knowledge base article
Customer reported that after using RequiredCostingsManagement.updateCostingQuantity to update costing quantity programmatically, the price became incorrect even though the quantity update appeared to
Knowledge base article
Knowledge base article
After a Salesforce sandbox refresh, the KTAPI connection stops working. Customer reported KTAPI connection issues in their UAT environment following a sandbox refresh, causing API errors and
Sales Channels define how products are sold and priced within a Business Unit. This guide covers setup, pricing configuration, and common troubleshooting.
Customer reported that a hotel service was returning availability from the API but was not appearing in Kaptio service search results.
Users received 'customer_id not found' errors when trying to book services for newly created accounts. The errors appeared intermittently, typically lasting 15-30 minutes before self-resolving.
Knowledge base article
Users were unable to add or edit services in the Itinerary Builder. The system would show an error when trying to make changes to service lines on affected itineraries.
Knowledge base article
Customer reported that markup was not being applied to taxes when importing PNR flights. They expected the configured markup to apply to both fare and tax price lines.
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