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System setup and configuration
32 articles
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
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 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
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 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.
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
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
Customer was unable to create Sales Invoices. The system was throwing a 'duplicate field' error during invoice generation.
Emails are not being sent from sandbox or UAT environments. This commonly occurs after a sandbox refresh or new sandbox creation.
After upgrading to a newer Kaptio version, users encounter errors when attempting to add component options to packages. The error occurs because a new required picklist field 'Booking Wizard Unit Numb
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.
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
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
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
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'
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
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
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
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
The managed package field KaptioTravel__OriginalTotalPriceForCancelled__c was showing inflated reservation prices because it includes prices from services cancelled during BOTH the Quote stage AND the
Customer reported that an itinerary item/service was not appearing on the booking confirmation document, even though the item existed on the itinerary.
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 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
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
Customer reported that a hotel service was returning availability from the API but was not appearing in Kaptio service search results.
Customer needed clarification on what the Cumulative Pricing field does on price categories and when it should be enabled.