Problem
Customer reported that an itinerary item/service was not appearing on the booking confirmation document, even though the item existed on the itinerary.
What We Found
The KaptioTravel__IsVisible__c field on the itinerary item was set to false. This field controls whether an item appears on itinerary content documents. When set to false, the item is excluded from confirmations and other generated documents.
Solution
- Navigate to the itinerary in Salesforce
- Go to the Content Settings subtab on the itinerary
- Find the itinerary item that is not appearing
- Enable the visibility checkbox/toggle for that item
- Regenerate the confirmation document
Notes
- The default value for IsVisible is determined by the ‘Show in Content’ field on the Price Category
- Users can manually change the IsVisible value in the Itinerary Content Wizard or in the Content Settings subtab
- If the Price Category has ‘Show in Content’ set to true but the item still doesn’t appear, check if someone manually turned off visibility in Content Settings
Warnings
⚠️ Changes to the Price Category ‘Show in Content’ field only affect new items - existing itinerary items retain their current IsVisible value
Source: KHELP-12141