Problem
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 Booking stage. Customer needed to track only booking-stage cancellations for accurate reporting.
What We Found
The KaptioTravel__OriginalTotalPriceForCancelled__c field is functioning as intended - it rolls up all cancelled service values regardless of when they were cancelled. However, for business reporting purposes, many customers need to differentiate between services cancelled while still a quote (not a real cancellation) versus services cancelled after the itinerary became a booking (actual revenue loss).
Solution
- Option A (Recommended - Custom Fields): Create a custom field on Itinerary Item to store the original price before cancellation. Use a Flow to zero out this field when the item is cancelled while the itinerary is still in Quote stage. Create a roll-up field on Itinerary to sum only the booking-stage cancellation values.
- Option B (Alternative): Create a Flow that sets KaptioTravel__TotalPriceBeforeCancellation__c on the Itinerary Item to 0 when an item is cancelled at Quote level. This directly modifies the managed package field to exclude quote-stage cancellations from the roll-up.
- Test the solution in UAT before deploying to production.
- Confirm the KaptioTravel__OriginalTotalPriceForCancelled__c roll-up now shows only the desired cancellation values.
Notes
- The KaptioTravel__OriginalTotalPriceForCancelled__c field is working as designed - this is a business requirement clarification, not a bug.
- Custom code/flows are the customer’s responsibility to implement - Kaptio Support provides guidance only.
- Modifying KaptioTravel__TotalPriceBeforeCancellation__c via Flow was confirmed safe for production use.
- A service cancelled during Quote stage is conceptually different from a cancelled booked service - quote-stage cancellations represent changes to a draft, not lost revenue.
Warnings
⚠️ Option B modifies a managed package field value - ensure thorough testing in UAT before production deployment. ⚠️ Any custom solution should be designed to accommodate the specific business needs around quote vs booking stage differentiation.
Source: KHELP-12245