Problem
When attempting to merge an amendment back to the primary booking, the operation fails with the error: ‘System.LimitException: Apex heap size too large: 20712887 External entry point (KaptioTravel)’. This typically occurs with complex bookings containing many itinerary items, passengers, or services.
What We Found
The amendment merge process creates a snapshot of the booking which can exceed Salesforce’s Apex heap size governor limit (12MB for synchronous operations) when the booking has extensive data. This was a known platform limitation tracked under engineering ticket KT-10364/CEE-27.
Solution
- If the error occurs, check the Amendment Log records for the specific error details
- As a workaround: Reject the failed amendment
- Apply the desired changes directly to the primary booking instead of using the amendment workflow
- For permanent resolution: Verify the customer’s Kaptio package version - the fix was deployed in Fiji version 20.2.2
- If customer is on an older version, recommend package upgrade to resolve the issue permanently
Notes
- This issue primarily affects bookings with large numbers of itinerary items, passengers, or services
- The fix in Fiji 20.2.2 optimized the snapshot creation process to reduce heap usage
- Some customers have disabled amendments entirely due to other limitations (e.g., flights not supported in amendments)
Warnings
⚠️ Until upgraded to Fiji 20.2.2+, customers may encounter this error on complex bookings ⚠️ Rejecting an amendment will discard all changes made in that amendment - ensure customer understands they must reapply changes manually
Source: KHELP-11173