Problem
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 summaries.
What We Found
Auto-generated confirmation documents triggered by payment processing can have missing content due to timing issues where the document generation process runs before all related data has been fully committed to the database. This is a recurring issue that has affected multiple customers over several years.
Solution
- Verify the document template configuration is complete with all required field mappings
- Check that the auto-generation trigger timing allows for data to be fully committed before document creation
- Review the specific content sections that are missing to identify which data fields or relationships are not being populated
- If content is intermittently missing, investigate timing/race conditions in the payment processing workflow
- Manually regenerate the document after confirming all data is present on the booking to provide immediate resolution for the customer
Notes
- This is a recurring issue pattern spanning 2020-2025 across multiple customers
- Similar tickets include KHELP-12208 (Booking Conf Numbers Not Appearing on PDF), KHELP-11740 (Confirmations updating live vs point-in-time)
- Diego Manalang has handled multiple related tickets and may have additional context
- The issue is related to core platform functionality affecting all customers using payment confirmation workflows
Warnings
⚠️ Do not assume the template is wrong - timing issues during auto-generation are often the root cause ⚠️ Always verify data exists on the booking record before regenerating documents
Source: KHELP-11234