Problem
Users were unable to add or edit services in the Itinerary Builder. The system would show an error when trying to make changes to service lines on affected itineraries.
What We Found
This issue occurred when add-ons were deleted from the system while they were still being used in itinerary costings. This created orphaned itinerary service line records that referenced add-ons that no longer existed. These orphaned records caused the Itinerary Builder to fail when trying to edit services on affected itineraries. This was a known bug tracked in KT-7218 that had existed for approximately 6 years.
Solution
- For legacy affected records: Delete the empty itinerary service line that references the missing add-on
- After deleting orphaned service lines, recalculate the parent itinerary items
- For orgs on version 20.3.10 or later: The permanent fix prevents deletion of add-ons that are in use on itineraries
Notes
- This bug was fixed in Fiji version 20.3.10 (released July 2025)
- The fix prevents users from deleting add-ons that are currently being used in itinerary costings
- This is a recurring issue that has affected multiple customers with the same root cause
- Engineering ticket: CEE-175 tracked the permanent fix
Warnings
⚠️ Legacy orphaned records may still exist in customer orgs that were affected before the fix was deployed ⚠️ Before deleting any service lines, ensure you have identified the correct orphaned record
Source: KHELP-11863