Unmatched Actions

This page provides instructions for the creation of Actions. This is Step 4 of the rule creation flow.

The optional Unmatched Actions page lets you determine what actions are taken on PNRs that didn’t match the criteria defined in the Triggers of the rule. You can create one or more Unmatched Actions for each rule. If any Unmatched Actions are configured, always remember to add a queue action to your rule. Queue action is the only mandatory action.

To add Unmatched Actions:

  1. Click the Add action button and choose an action from the following categories:

File Finish

The File Finish action adds remarks to the PNR (e.g., Notepad remarks).

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

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

    • 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)

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

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

  3. 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.

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

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

Quality Control notification

  1. Select this action if you’re creating a quality control rule.

If any of the Quality control criteria didn’t match a PNR, you’ll receive an email notification that contains PNR reference and criteria that didn’t match.

  • The To is pre-populated for your convenience, but you can remove the PNR Extracts and type the email addresses instead.

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

  1. Optionally, you can add a Sender display name.

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

Following is an example of the rule configuration with Quality Control notification.

  • In this rule Trigger group 1 is the quality control trigger group that contains quality checks.

  • By adding this trigger group and selecting Or an action can be specified for PNRs that didn’t pass the quality checks specified in Trigger group 1.

  • Trigger group 2 can contain any criteria as long as it matches all the PNRs on the queue. E.g., Air segment status code equal to HK.

If PNR is a match, the ticketing action is processed. If PNR is not a match because one of the quality checks failed, a Quality control notification is sent.

Queue Actions

The Queue Actions determines the next steps for the associated PNR in your queue. 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) text box.

  2. Select a radio button for Location Details:

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

    • Specify New PCC: The entered PCC is used for the queue move action.

  3. Enter a queue number to move the PNR when the action is triggered 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. This entry cannot be a combination of alphanumeric, e.g., K7.

  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 Remove from queue action if Move to queue action is created.

Remove from Queue

This action removes the PNR from the queue when the trigger activates.

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

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

    • Multiple values are accepted.

    • Use comma 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.

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

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.
Notes:

  • agentEmail PNR extract pulls data from the MF field in the PNR. PassengerEmail PNR extract pulls data from the MT field in the PNR.

  • Productivity Automator also checks the Phone field in the PNR if emails are not found in the MT/MF fields.

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

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

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

    • 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.

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

  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.

Unmatched Actions Action Card

When an action is added to an Unmatched action, 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.

Click Next to display the Failure Handler screen.