Failure Handler

This page provides instructions for the handling of queue failures, or errors when a rule execution fails. This is Step 5 of the rule creation flow.

The Failure Handler page lets you add actions to be performed upon a rule action fail. A Productivity Automator Audit remark with time and date stamp will be added to the notepad remarks of the PNR when a Failure Handler action is successfully executed, e.g., FAILUREHANDLER REMOVEFROMQ 53 SUCCESS 18 MAY 1105

Note: Rules don't always fail due to Productivity Automator. Often, the provider (host) generates the errors, and Productivity Automator returns them. For example, if a ticketing action fails because the ticket issue fails by the provider system, that returns as a failure.

Failure Handler actions:

File Finish

Queue Actions

Move to Queue

Remove from Queue

Send Email

To create one or more Failure Handler actions:

Click the + Add Action button to display the action options. Select one or more of the following actions to perform when a failure occurs.
Note: At least one of the actions must be a Queue action.

File Finish

The File Finish action updates your booking by adding remarks to the PNR (e.g., Notepad remarks).

  1. Enter a description of the finishing activity in the Action Name field.

  2. Select the type of remark from the Remark Type drop-down menu.

  3. Enter the remark text to be added to the PNR in the Remark field. Some options provide a secondary selection option to clarify the Remark type.

    • Unassociated

    • Notepad - Notepad type

      • Notepad

      • Historical

    • SSR

    • OSI

    • Document instruction (DI.) - Prefix

      • FT - Freeform text

      • CR - Canned remark

      • AC - Accounting

      • X - Freeform accounting (supports Travelport GlobalWare users, a travel agency management system providing full accounting and reporting)

  4. Enter the remark text to be added to the PNR in the Remark field.

  5. Click the next to the Remark field to select extracts from the booking with the extract list.

  6. Select the + New remark button to add any further remarks to the booking. This opens a new Remark type dropdown allowing you to repeat the process to add additional remarks.

  7. Optionally, if available, select a Copy action setting.

  8. Click Confirm to confirm your actions or click Cancel to remove any actions and close the Add action modal.

Note: When a Failure Handler is triggered due to a Matched / Unmatched action failing (e.g. Auto-ticketing fails), if the File Finish fails, the Queue action is always executed

Queue Actions

The Queue Actions determines what happens to the PNR in the queue upon a queue failure. Selecting an action in this category is mandatory to continue to the next step. Choose to either move the PNR to a queue or remove the PNR from a queue.

Move to Queue

This action moves the PNR to another queue within the same PCC or via a specified PCC in the action.

  1. Enter a description of the action in the Task Description (optional) field.

  2. Select a radio button for Location Details:

    • Don’t change PNR PCC location: The PCC as defined in the rule set-up is used for the queue move action.

    • Specify New PCC lets you enter a new PCC. The entered PCC is used for the queue move action.

  3. Enter a destination queue number where to move your PNR in the Queue Number field.

  4. Optionally, enter a two-digit alpha or numeric queue category descriptor in the Category field. E.g., 12 or CK.

  5. Optionally, select a date range to prioritize PNRs by date in the Date Range drop-down menu. A queue category is required before selecting a date range. Options are D1 - D4.

  6. Optionally, select Multiple queue moves to move multiple queues.

  7. Click Confirm to confirm your actions or click Cancel to remove any actions and close the Add action modal.

Note: Move to queue action automatically removes the PNR from the original queue. Therefore, there’s no need to create a Remove from queue action if Move to queue action is created.

Remove from Queue

This action removes the PNR from the queue when the failure handler activates.

  1. Enter a description of the action in the Task Description (optional) field.

  2. Select whether you want to remove the PNR from any other predefined queues (1-26).

    • Multiple values are accepted.

    • Use commas to separate the queue numbers.

  3. Click Confirm to confirm your actions or click Cancel to remove any actions and close the Add action modal.


Send Email

The Send Email action lets you create an email that is sent to the agent and/or traveler when the rule is triggered. Use the plus (+) buttons to add PNR extracts such as agentEmail, passengerEmail, departureDate, PNR, etc. A PNR extract pulls information from the PNR to add into your email.
Note: agentEmail PNR extract pulls data from the MF field in the PNR. PassengerEmail ingredient pulls data from MT field in the PNR.

  1. Enter a description of the action in the Task Description (optional) field.

  2. Enter one or more email addresses in the To field.

    • The addresses can be pulled from PNR by clicking on + button or manually entered. A combination of typed addresses and PNR extracts is accepted.

    • Click CC to carbon-copy an email to one or more recipients.

    • Click BCC to blind-carbon-copy an email to one or more recipients.

  3. The From field is prepopulated to use noreply@travelport.com.

  4. Optionally, add a Sender display name.

  5. Enter a subject line for the email in the Subject field or click the + button to select from a list of available PNR extracts.

  6. Optionally, add text in the Email field.

    • Click the button to pull required information from PNR by adding a PNR extract.

    • Format the text using the B to bold highlighted text, or i to italicize highlighted text.

  7. Highlight text and click the hyperlink button to add a URL in the associated text field. Click Save to add the URL to the email.

  8. Click H1, H2, or Blockquote to format text with those styles.

  9. Click Confirm.

Note: When a Failure Handler is triggered due to a Matched / Unmatched action failing (e.g. Auto-ticketing fails), if the Send Email fails, the Queue action is always executed.

Failure handler Action Card

When an action is added to the Failure handler, it displays as an Action card.

  • Use the drag and drop button in the action card to re-arrange the order in which the actions are executed.

  • Conversely, you can also use the Up and Down arrows to move the action up or down in the action priority list. The actions take place in the order listed in the action panel.

  • Hover over the icon to view the details of the action. E.g., queue number for queue action, Printer and MIR address for ticketing.

  • Click the 3 vertical dots icon to edit or delete the action.

Note. When a Queue action (Move to queue or Remove from queue) is added to your failure handler it is always placed as the last action. The order can be amended for all other actions except for Queue.

 

Click Next to display the Schedule screen.