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Runbook: [Repush ARI When Complete Invoice Down]

Service[Channel Manager / tripla Link v1]
Owner Team slack handle[@bnl-team-a]
Team's Slack Channel[#bnl-teams-a - https://tripla-team.slack.com/archives/C08DWH5N4CR]

Table of Contents

  • hxxps://admin.bookandlink.com/index.php/bookingbutton/complete_invoice?checkin=05/07/2025&checkout=06/07/2025&roomid:rateid=202:11640&propertycode=64&action=decrement&bookingrowid=43218252&callingLoc=booking&numroom=1&timestamp=2025-05-22%2019:44:34&token=43218252_682f1c322034e
  • Note: The link above is a sample Complete Invoice endpoint.
  • For verification purposes, make sure to replace hxxps with https before accessing the URL.
    This prevents the link from being triggered multiple times automatically.

This section links to the most relevant resources for an engineer responding to this alert.

Alert[-]
Logs[-]
Dashboard[-]
Dependency[Database Channel Manager - bookandl_bookandlink]
Admin Dashboard[]

1. Triage​

The issue or error in the Complete Invoice endpoint can be quickly identified using the two methods below:

  1. Check Complete Invoice Endpoint Directly

    • Step: Connect ke VPN Perimeter81 and access to the link below:

      • hxxps://admin.bookandlink.com/index.php/bookingbutton/complete_invoice?checkin=05/07/2025&checkout=06/07/2025&roomid:rateid=202:11640&propertycode=64&action=decrement&bookingrowid=43218252&callingLoc=booking&numroom=1&timestamp=2025-05-22%2019:44:34&token=43218252_682f1c322034e
      • Replace hxxps ke https before open the URL

    • Expected Result:

      • You will see a display similar to the following:
      • Complete Invoice Endpoint Result

  2. Check Booking Dates Count from Database Query

    • Step: Connect to the main Channel Manager / Tripla Link database (bookandl_bookandlink), then run the following query:

      SELECT
          T0.id, 
          T0.booking_status,
          COUNT(T1.id) AS 'booking_dates_count',
          T0.booking_date,
          T0.ota_name
      FROM 
          Bookings T0
          LEFT JOIN Booking_dates T1 ON T1.booking_id = T0.id
      WHERE 
          T0.id > 47579505 
          AND created_at >= '2026-01-23 13:20:00' 
          AND created_at <= '2026-01-23 14:09:00' 
          AND booking_status = 'confirm' 
      GROUP BY
          T0.id
      HAVING booking_dates_count = 0
      ORDER BY 
          T0.id DESC

    • Expected Result:

      • After running the query, the result should return 0 rows.

2. Decision Point​

  • IF all triage checks pass (the Complete Invoice endpoint is accessible and the query returns no records)

  • IF any triage check fails (the Complete Invoice endpoint returns 5XX errors and the query shows multiple reservation records with booking_dates_count = 0)

3. False Alarm​

A false alarm occurs when a report from the Support Team indicates that OTA reservations did not decrement inventory in Channel Manager, but investigation confirms that the Complete Invoice endpoint is functioning properly.

This situation may happen due to:

  • Delay in synchronization
  • Temporary OTA service latency

Immediate Action Plan​

  1. Verify the reported reservation ID in Channel Manager.
  2. Check whether the inventory has already been decremented.
  3. Manually test the Complete Invoice endpoint to ensure it is accessible.
  4. Confirm that the endpoint does not return any 5XX error.
  5. Validate booking_dates records in the database (if necessary).
  6. Monitor the system for the next 15–30 minutes to ensure no recurring issue.

If all validations show normal behavior and no system malfunction is detected, classify the case as a false alarm.

4. True Incident​

A true incident is confirmed when OTA reservations fail to decrease or increase inventory in Channel Manager and validation shows that booking dates were not generated due to a failed Complete Invoice process.

Identification Criteria​

  • Reservation from OTA does not reduce or increase the inventory.
  • booking_dates_count = 0 in database validation.
  • Complete Invoice endpoint fails or was not triggered from OTA Service.

4.1. Recover the System​

The fastest way to restore booking dates and inventory synchronization is to manually trigger the booking date regeneration cron.

Run the cron URL:

  • hxxps://admin.bookandlink.com/api/v1/cron/booking-date-issue  
  • Replace hxxps with https before executing.

If the issue affects a specific reservation date:

  • hxxps://admin.bookandlink.com/api/v1/cron/booking-date-issue?date=2026-02-20  
  • Replace hxxps with https.

This process will:

  • Generate missing booking dates
  • Regenerate XML
  • Send the update back to the OTA service
Potential Cause: Code update on the Complete Invoice Endpoint​

Diagnostic Steps:

  1. Check the following repository: https://bitbucket.org/bookandlink/channel-manager/src
  2. Verify whether there are any updates in the file application/controllers/Bookingbutton.php, specifically in the function public function complete_invoice().
  3. If changes are found, review the modifications carefully to identify potential causes of the issue.

Remediation Plan:

  1. Perform testing in the local environment to verify whether the file returns a 500 error when accessed locally.
  2. Apply a fix or revert the code changes that are causing the 5XX error.

Verification:

  1. Re-check the affected reservation in Channel Manager by navigating to:
    Channel Manager → Monthly Deals → Last 10 Log Update.
  2. Confirm that booking dates are successfully generated by running the query mentioned in point no. 1.
  3. Monitor the system for 15–30 minutes to ensure there is no recurring issue.

4.2. Clean Up​

Once the system is stable, the next priority is managing the incident's aftermath. This includes assessing the blast radius, communicating the impact, correcting affected booking data, and ensuring no residual inconsistencies remain.

1. Impact Assessment​

Objective: Quantify how many reservations were affected during the incident window.

  • Use the previously validated database query from the Triage section to determine the number of affected reservations.
  • Record:
    • Total number of affected reservations
    • Time window of impact (start time – end time)
    • List of affected reservation IDs

2. Verification​

  • Manually verify several previously affected reservations in Channel Manager.
  • Confirm:   - booking_dates records exist   - Inventory is correctly decremented   - No 5XX errors are occurring   - Monitor the system for 15–30 minutes to confirm no recurring issue.