Linking to the Travelport Knowledge Base

The Travelport Knowledge Base contains information that is not specific to Smartpoint, such as Travelport+ (1G) and Apollo (1V) formats, general Travelport content, and travel industry information. The Knowledge Base is available as part of the MyTravelport support site at https://travelportprod.service-now.com/mytravelport_support.

Important! You must have a MyTravelport account to access the Knowledge Base.
Depending on your agency's MyTravelport preferences, you may be able to self-register or you may need to contact your agency's Travelport administrator for your MyTravelport username and password.
You should register using the same email address that is registered for your Smartpoint sign on.

Topics include:

How Links Are Displayed

If you click a "KB" link to a Knowledge Base article from this Help, a list of all articles or other content associated to that link number is displayed. The article with the link number is displayed first in this list.

For example, if you link to KB0012209, the article KB0012209: Fare Quote Alternative (FQA) and Best Buy (FQBB) is listed first. Any other articles, cases, or advisories that reference KB0012209 are also listed.

How Failed Links Are Displayed

Your link may result in an Article Not Found error message. Depending on the issue, Article Not Found may either:

Display instead of a document list.

Display AFTER you select the KB article from the list.

Troubleshooting Failed Links

There are several reasons why your link may not work:

To access the Knowledge Base, you must log in with a MyTravelport user name and password. If you are not logged in, you can access the Knowledge Base, but you will not be able to open any documents.

If you are logged in, your user name is displayed for your account.

If you are not logged in, click the Login link that is displayed.

MyTravelport requires individual log in credentials for each agent. If you do not have a user name and password, you can either:

  • Contact your agency's Travelport administrator for your account information.
    Note: If your agency's settings do not permit agents to have individual MyTravelport accounts, your agency will need to consider alternate methods for distributing information available in the Knowledge Base.
  • Create an account on MyTravelport, if your agency's MyTravelport settings permit agents to self-register.

Each Knowledge Base article is associated to one or more GDSs. If you link to an article that is not associated to your current GDS setting, the article is not found.

Select All or the appropriate GDS to associated to the article.

The Knowledge Base includes articles, cases, and advisories. If your link is an article, but the Search Filter is set to Cases, the article does not display.

Select All or the appropriate document type to associated to the request.

The link contains a URL (path) directly to an article. This type of link includes an article reference. For example:

https://travelportprod.service-now.com/mytravelport_support?id=kb_article&sys_id=aa63df441be918107460206cbc4bcbaa

However, article references changes each time an article is updated by a Knowledge Base contributor. As a result, this link and reference is only active until a new version of the article is created.

See Creating Links for the correct way to send a link for a Knowledge Base article using the search query.

If you are logged in and your settings are correct, but you still can't display the article, please let us know. The link in the Help may be broken or the article may be missing, expired, or have the wrong setting in the Knowledge Base.

Please click the Feedback link at the bottom of this topic, or raise an incident in MyTravelport, to let us know that we need to fix the link or the article.

Creating Links

When you create a link to the Knowledge Base:

  • Do NOT use the URL (path) for the article itself.

This URL contains a article reference that changes each time the article is updated by a Knowledge Base contributor. As a result, this link is only active until a new version of the article is created.

In this example, the direct link for KB0014434: Host Password Reset will fail when KB0014434 is next updated:

Incorrect Link:
https://travelportprod.service-now.com/mytravelport_support?id=kb_article&sys_id=aa63df441be918107460206cbc4bcbaa

  • DO use the URL (path) for the article search.

To avoid the reference update issue, link instead to the search query for the article number:

  1. Search for the desired article number. For example: KB0014434.

  1. Use the URL from the search query for your link.

Correct Link:
https://travelportprod.service-now.com/mytravelport_support?id=search&t=kb_csm&q=KB0014434

A list of all articles or other content associated to that link number is displayed. The article with the link number is displayed first in this list.