Implementation Guide

7 Appendix A – Troubleshooting

Notification Icons

The Nor1 implementation team should review notifications icons and troubleshoot any issues while at the property.

Pending PMS Revenue to Reconcile

The Pending PMS Revenue to Reconcile icon appears for upgrades that are manually posted in OPERA PMS. For properties that use the same transaction code for different upsell categories, such as for room upgrades and Late Check-Out, the data sync is sometimes unable to identify which posted upgrades to apply the manual charge. The notification can be cleared by clicking the icon and selecting the respective upgrade category in the drop-down menu. Afterwards, the notification icon changes to “Manually Assigned PMS Revenue.”

Missing Revenue in PMS:

The Missing Revenue icon in the PMS notification icon appears for reservations that do not have pms_total_revenue. This means the agent awarded the upgrade in the Nor1 CheckIn Merchandising app, but there was no OPERA PMS transaction revenue received that matched the reservation ID the day after awarding.

Unassigned Agent

The benefit of the data sync is that it reconciles upgrades that were awarded in the Nor1 CheckIn Merchandising app and it helps to reconcile upgrades that were completed outside of the app. This happens when the agent does not use the Nor1 CheckIn Merchandising app to upgrade guests. The Unassigned Agent icon indicates that the reservation was manually upgraded and the credit agent could not be identified automatically.

Assigned Agent Did Not Use the App

After an agent is assigned to an Unassigned Agent upgrade, the upgrade changes to: Assigned agent did not use app. The Assigned Agent did not use app icon appears for upgrades that are not awarded in the Nor1 CheckIn Merchandising app but have already been assigned an agent.

Mismatching Revenue

The data sync helps with auditing the revenue of upgrades that were awarded in the CheckIn Merchandising app by checking if the revenue in OPERA PMS matches the app projected revenue and will notify hotel users if it does not match. In this instance, the Mismatching Revenue icon appears and will update the app revenue to the values in OPERA.

Performance Tracker – Number of Upgrades

The Tracker should only have the number of transactions recorded since the go-live date. If there are more, then the app is pulling previous upsell activates. Confirm that the launch date is entered in the Control Panel-Integration tab under Nor1 CheckIn Merchandising Configuration Details.

Performance Tracker – Total Revenue

The Tracker should reflect the total of awarded transactions. If there are more, then the app is pulling previous upsell revenue. Confirm the launch date entered in the Control Panel-Integration tab under Nor1 CheckIn Merchandising Configuration Details.

Agent Drop List Does Not Appear

If Agent does not appear, read: Why doesn’t my agent appear in the Leaderboard.

Get Implementation

Contact nor1-integrations_grp@oracle.com for assistance during the implementation of the LMI web service.

The following is a list of common issues experienced during the implementation:

The hotel is not implemented or fully configured in the Nor1 system. Contact Nor1 to finish the implementation.
Mandatory booking fields are invalid or missing.
The arrival date (GAD) is in the past or too close to the current date. Try using an arrival date 30 days from today.
The arrival date (GAD) or departure date (GDD) have the wrong formats. Only YYYYMMDD or YYYY-MM-DD is supported.
The booked room code (RCC) does not have any available upgrades.
The query string is not URL encoded.
The hotel has business rules to filter guest segments from being eligible for an upgrade.

SFTP

If you are unable to get the SFTP prompt, check the following:

Ensure you are initiating the SFTP command on the server with the correct public IP address (the one you provided to Nor1).
Ensure you are using the correct Private Key file.
- Default location of the file is ~<user>/.ssh/id_rsa.
- If the Private Key file exists in a different location, you can specify:
  - sftp -i <key location dir> <customer1>@extracts.nor1.com
  If the public IP address or the key changes, inform Nor1.