Service not appearing in search results despite API availability - Check Is Active field

Problem

Customer reported that a hotel service was returning availability from the API but was not appearing in Kaptio service search results.

What We Found

The Item record (KaptioTravel__Item__c) for the service had the ‘Is Active’ field (KaptioTravel__IsActive__c) set to false. When Is Active is false, the service is automatically filtered out of search results, even if the API returns availability data.

Solution

1. Navigate to the Item record for the affected service (KaptioTravel__Item__c)
2. Check the ‘Is Active’ field value
3. If set to false, edit the record and set ‘Is Active’ to true
4. Save the record
5. Verify the service now appears in search results

Notes

• This is a common configuration issue when services return API availability but don’t appear in Kaptio search
• The Is Active field controls whether a service is visible in search results regardless of API availability
• This should be one of the first things to check when troubleshooting ‘service not appearing’ issues

Warnings

⚠️ Before activating a service, confirm with the customer that the service should be available for booking - it may have been intentionally deactivated

---

Source: KHELP-12359