Contact Us / Support

At Travelport, there is a powerful interdependency between the technology solutions we provide and the elements of Service and Support in creating value to our customers and partners; travel agencies, corporations, suppliers, and developers.

Travelport provides the following support for Productivity Automator:

MyTravelport

MyTravelport (https://my.travelport.com) is Travelport's single sign-on customer portal for information, support, and services. MyTravelport can be accessed on any device, at anytime, and anywhere you can connect to the internet. Using MyTravelport, customers can raise a support request, update it, monitor its status, close it, and reopen it (if needed).

Productivity Automator Technical Support

Productivity Automator Technical Support is available to provide assistance with a variety of technical and industry-based questions. If you need specialized service or consulting, Technical Support can refer you to the appropriate contacts at Travelport.

Due to the detailed nature of most inquiries, we recommend contacting Technical Support using MyTravelport.

MyTravelport

MyTravelport is the primary option for creating a support request.

  1. Once you log in, click Create to open a support request.

  2. Choose the area in which you need support in the What do you require? drop-down list.

  3. Choose Productivity Automator in the Product drop-down list.

  4. Select the Not Applicable radio button in the Is your issue related to one of the following? question.

  5. In the Please give us additional information about the issue area:

    1. Add a brief description of the problem in the Short description / Subject text box.

    2. Enter a full description, including screen shots and the affected PCC, in the Full Description of the Problem text box. For NDC:

      1. If your problem relates to the processing of an NDC PNR, please state this in the description.

      2. Include the NDC PNR, full error message from the PNR Audit, and a note to ask the helpdesk team to direct to the NDC team.

    3. Enter the rule number, if applicable, in the PNR Booking File reference text box.

    4. Click the paper clip icon to attach a PDF rule download, and if applicable, screen shots, pdf files, downloaded rules, and other artifacts related to the issue.

  6. Click Submit.

Error and Support notes

The following topics are known errors and/or fixes to improve your experience with Productivity Automator.

NDC Autoticket Response: "Ticket Already Exists" Error:

  • When Travelport receives the "Ticket Already Exists" error in NDC Autoticket Response, the system captures and retain the document number associated with the existing ticket. The document number remains readable in Travelport Support logs and is not deleted, ensuring it is available for reporting and troubleshooting purposes.

  • When a past date PNR appears on queue, Productivity Automator cannot access these PNR's or process anything on the PNR, as no changes can be made. Instead of trying to retrieve these PNR's and remove these from the processing list, Productivity Automator ignores any PNR's which show as @H.

Error Handler

As of release 1.26, Productivity Automator has implemented an Error Handler to perform tasks on behalf of the customer.

  • Prior to release 1.26, when Productivity Automator failed to load a booking, the system would keep retrying, which could cause a performance issue. With release 1.26, an error handler stops retrying to retrieve those PNRs for 4 hours, while sending an alert internally so the Productivity Automator team can investigate the origin of the issue. As an enhancement of this feature, in a following release, Productivity Automator will implement an user facing email that would inform the user about the issue, and request their manual action. An example of this is a PNR which has excessive remarks (ie notepads or vendor remarks)