Understanding the various download or processing messages enables the agency to determine the source on the front room and solve.
Often these messages are ignored and simply fixed in Trams. If this is the case, running the download and processing report will assist with lessening these issues/errors.
NOTE: If manually downloading, pay attention to this message:
IF THE COUNT does not match, you are missing records. Those files will remain in the interface folder and continue to be downloaded each day showing the same ERROR messages daily.
BEST PRACTICE: If the files remain in the interface folder, review those PNRs for errors shown on the download report. Anytime you see old files in the ‘PNR file path’, it is best practice to delete after the review is done.
The interface folder should only have the GDS files and nothing else. If there are any additional files present, Trams Back Office will continue to try to download and cause multiple errors.
This chart shows the error details, cause and solution.
Download Error Messages
| Error Message | Cause | Solution |
|---|---|---|
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The PNR had incorrect formats – exact detail shows on the report. Files remain in the interface folder since Trams cannot read them and will be downloaded day after day until deleted. |
Find the source of the data in the PNR and correct for future use. Invalid Integer - shows the literal data that can be found in the PNR which is incorrect. |
| Error Saving Invoice: Violation Of Primary Or Unique Key Constraint | Index in database needs to be repaired |
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| Error: Record Appears Corrupted – Record Ignored | Sabre enhanced void is enabled – leaves a corrupted file behind in interface folder | See: Sabre Enhanced Voids |
Processing Error Messages
| Error Message | Cause | Solution |
|---|---|---|
| General | ||
| AGENT/VENDOR OR CLIENT IS INACTIVE | Profile for these exist but is inactive | Determine if the profile needs to be changed to active |
| UNABLE TO VOID TKT | Original tkt is not present in Trams. This could be a timing issue. | Check the next day to see if original tkt exists in trams and void manually |
| PRIMARY KEY ERROR | Something in the database will not allow the processing to continue | Contact support to run ‘GENFIX’ |
| Invoice | ||
| DUPE INVOICE # | Invoice # already used in Trams | SEE DUPLICATE INVOICE DETAIL BELOW |
| INVALID INV # 0 | No invoice # assigned by GDS | Confirm GDS assigning invoice #’s to all sales including online bookings |
| INVALID ARC # | Trams does not have the ARC # affiliated with a branch | Agent to use branch override with the correct ARC # |
| Booking | ||
| DUPE CONF # OR TKT# | Tkt # or Conf # already used in Trams | Agent needs to be trained on issuing an itin only – often they drive another invoice |
| INVALID TKT # | < 10 digits or all zeroes | Review PNR to determine what was done in error |
| Client/Vendor/Agent | ||
| NO MATCH/INVALID/MULTIPLE MATCHES | Duplicate Interface ID in Trams | SEE PROFILE DISCUSSION DETAIL BELOW |
| NO MATCH/INVALID/MULTIPLE MATCHES | There may be a space at beginning or end of interface ID | Review profile for this space |
| NO MATCH ON AGENT ID | PNR retrieved by agency which has unrecognized BA agent code | agent must use the GDS agent override format on any PNRs originating outside agency |
NOTE: Running the processing log and selecting category all, sorting by date, allows the information per PNR to be displayed together, if easier for research purposes.
Duplicate or Invalid Invoice Number:
Trams Back Office does not allow duplicate invoice numbers within the same branch. A Duplicate Invoice Number prompt may appear for various reasons.
- The invoice may have interfaced with no invoice number so will use a number from the table in Utilities > Setup > Branch.
- The invoice number was previously used in another date range, and may have been from years ago.
- The invoice was issued by the agent who may not know how to issue an itinerary only.
- The GDS may not be assigning an invoice number, thus the message 'Invalid Invoice Number: 0' This was part of the initial setup, the GDS should auto assign invoice numbers for each sale.
NOTE: The series of invoice numbers per branch must be unique in 3 areas: The series assigned by the GDS; The invoice numbers assigned in each branch - Utilities/setup/branch 'Sales Invoice No Start' and 'Refund Invoice No Start'; Invoice numbers assigned in Clientbase.
Often the easiest route is to simply add a digit to the series in the GDS. If the current series in Trams Branch is 6 digits, simply have the GDS assign a 7 digit series. Trams accepts up to 10 digits for the invoice number.
Profile Discussion:
Frequent processing errors such as ‘No match on vendor ID, or agent ID or client ID’ as well as ‘multiple matches’ or ‘invalid’ can be usually fixed in Trams. This will eliminate the need to select ‘corporate’ when there is no match on Client ID. Trams will not allow the same ‘interface ID’ for any profile of the same type. Trams reads all interface IDs whether active or inactive. The easiest way to fix this is in the processing table when the various errors occur. Selecting the ClientID (or whichever profile the error refers to) will open a profile query. Change the status to ALL and you should see the other profile causing the issue. Remove the interface ID from the inactive profile and save. This should eliminate the same error from occurring again. NOTE: All inactive profiles should have the interface ID removed to avoid this processing issue in the future.
Pay attention to a vendor mismatch with UA and WN. In order to fix that, go to profile query and follow the screenshots below.
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This will display a list of exact matches or ‘starting with’. Since status ‘all’ is selected, there should be a few items on the list. Sort by the column ‘type’. Determine which is the inactive one and delete the Interface ID field and save.
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NOTE: Often Trams profiles, via processing table additions, have many duplicate interface IDs, similar names from the PNR, or partial information stored in Trams. Note the interface ID and search as example above, for a clear list of what needs to be inactivated and interface ID blanked out. At the same time the profiles in the GDS need to be reviewed and corrected. For those remaining with the same interface ID, determine a change.