Problem
Customer reported KTAPI connection errors and errors when saving added Services in Itinerary. The issue occurred in a sandbox environment and was reproduced across multiple environments.
What We Found
The API error occurred because the itinerary accounts were freshly created and hadn’t been synced with the KTAPI yet at the time of the pricing request. When new accounts are created in Salesforce, there is a delay before they sync to the API. If a pricing operation is attempted before sync completes, it will fail.
Solution
- Identify that the itinerary has newly created account records
- Wait for the automatic sync to complete (typically a few minutes)
- Retry the pricing/service operation after the sync has completed
- If the issue persists, contact support for investigation
Notes
- This is expected platform behavior - new Salesforce records require time to sync to KTAPI
- Issue affects any environment (sandbox or production) where new accounts are created
- Similar tickets have been reported for multiple customers experiencing the same sync timing issue
Warnings
⚠️ Do not confuse this error with validation rule errors - those are separate issues with different error messages ⚠️ If the error persists after waiting, there may be a different underlying issue requiring further investigation
Source: KHELP-12182