Problem
Customer reported that the Pricing Overview page appeared stuck after adding new items to a Price Model itinerary. The UI showed recalculation was needed but would not proceed.
What We Found
Investigation revealed a state mismatch: the Itinerary’s KaptioTravel__RecalculationStatus__c field showed ‘Completed’ while the associated Callout Request record state remained ‘In Progress’. Debug logs showed this was caused by an SSL SYSCALL error (EOF detected) that terminated the connection prematurely. The API call completed on the backend but the status update back to Salesforce failed. Additionally, Tour Departures without associated Price Models may contribute to longer calculation times.
Solution
- Check the Itinerary’s KaptioTravel__RecalculationStatus__c field value
- Check the related Callout Request record’s state field
- If RecalculationStatus is ‘Completed’ but Callout Request is ‘In Progress’, manually reset the Callout Request state
- Re-trigger the recalculation using the ‘Recalculate All’ button in the Costings tab
- Verify that all Tour Departures linked to the itinerary have Price Models assigned
Notes
- This issue can occur on both UAT and Production environments
- The SSL SYSCALL error (EOF detected) is an infrastructure-level issue that may require engineering investigation if it occurs frequently
- Tour Departures without Price Models may cause calculations to take longer than expected
Warnings
⚠️ Do not repeatedly trigger recalculations without first checking the Callout Request state - this may queue multiple requests
Source: KHELP-12024