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ResQCX ResRules Reference Guide Nov 2008

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ResQCX ResRules Reference Guide

T ab le of Conte nts 1. Introduction to ResRULEs....................................................................................................... 8 Types of ResRULEs ............................................................................................................. 9 PNR Data Configuration Items.................................................................................... 9 Regular ResRULEs ..................................................................................................... 10 The ResQCX Process ......................................................................................................... 10 Variables........................................................................................................................... 11 How ResRULEs Work ........................................................................................................ 13 ResRULEs Run Order ........................................................................................................ 14 Pre-Travel Database ......................................................................................................... 15 Overall Logic ............................................................................................................. 16 PNR Change Information .......................................................................................... 17 2. Cornerstone Main Menu ...................................................................................................... 18 Accounts ........................................................................................................................... 20 Databases ......................................................................................................................... 22 Add New Database ................................................................................................... 24 Import Data into a Database .................................................................................... 26 Export Data from a Database ................................................................................... 28 PNR Data Configuration ................................................................................................... 29 Writing a PNR Data Item .......................................................................................... 32 Some Notes about PNR Data Items .......................................................................... 33 Recommended Data Items to Configure .................................................................. 33 ResRULEs .......................................................................................................................... 34 General Notes Concerning ResRULEs ....................................................................... 34 On/Off Settings ................................................................................................................ 36 Schedules ......................................................................................................................... 39 Create a Schedule ..................................................................................................... 40 Additional Steps for Schedules ................................................................................. 45 The Schedule Process ............................................................................................... 45 Default Test PNR .............................................................................................................. 46 3. Writing ResRULEs ................................................................................................................. 47 Description Tab ................................................................................................................ 51 Copy to Clipboard ..................................................................................................... 53 Paste from Clipboard ................................................................................................ 54 Saving Your ResRULE ................................................................................................ 55 Page 2 of 144 Contents are exclusive property of Cornerstone Information Systems and are not to be copied or distributed without written permission from Cornerstone Information Systems.


ResQCX ResRules Reference Guide

Conditions Tab ................................................................................................................. 56 Actions Tab ....................................................................................................................... 62 Test Tab ............................................................................................................................ 64 Testing Your ResRULE ............................................................................................... 67 On/Off Tab ....................................................................................................................... 69 ResRULE Writing Approach .............................................................................................. 71 4. Regular Expressions ............................................................................................................. 72 How They are Used in a ResRULE .................................................................................... 73 Syntax ............................................................................................................................... 73 Character Literals...................................................................................................... 74 Special Characters .................................................................................................... 74 Positional Characters ................................................................................................ 75 Wildcard Character ................................................................................................... 75 Character Classes ...................................................................................................... 76 Complement Operator ............................................................................................. 76 Alternation of Patterns ............................................................................................. 77 Quantifiers ................................................................................................................ 77 Sample Expressions .......................................................................................................... 79 RegExp Summary Chart .................................................................................................... 80 5. Methods and Logic ............................................................................................................... 82 PNR Data Configuration Items ......................................................................................... 83 Into Variable ..................................................................................................................... 84 Edit Variable Screen.................................................................................................. 86 Looping ............................................................................................................................. 87 Using “All” ................................................................................................................. 87 End with Actions Once.............................................................................................. 88 Using “Last” .............................................................................................................. 88 6. Conditional Elements ........................................................................................................... 89 Account Number – Interpreted ................................................................................ 90 Account Number – PNR ............................................................................................ 90 Accounting Lines ....................................................................................................... 90 Add to Variable – Calculation ................................................................................... 90 Add to Variable – Character ..................................................................................... 91 Address Line ............................................................................................................. 91 Address ..................................................................................................................... 92 Agent Sign - PNR ....................................................................................................... 92 Air Segment .............................................................................................................. 93

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ResQCX ResRules Reference Guide

ApolloATFQ ............................................................................................................... 94 ARNK Segment .......................................................................................................... 94 Calculation ................................................................................................................ 94 Car Segment ............................................................................................................. 95 Carrier/City Pair ........................................................................................................ 96 Carriers in PNR .......................................................................................................... 96 Commission Remark ................................................................................................. 96 Corporate ID ............................................................................................................. 96 Countries in PNR ....................................................................................................... 96 Creation Date............................................................................................................ 97 Creation Date Time ................................................................................................... 97 Current Queue .......................................................................................................... 97 Cruise Segment ......................................................................................................... 98 Current Schedule Name ........................................................................................... 98 Decode Email Address .............................................................................................. 98 Delivery Address ....................................................................................................... 99 Document ................................................................................................................. 99 Email Address ........................................................................................................... 99 Encode Email Address ............................................................................................ 100 Encode Email Address – Sabre PE Only .................................................................. 100 Endorsement .......................................................................................................... 100 Fare – Total ............................................................................................................. 100 Form of Payment .................................................................................................... 100 Format .................................................................................................................... 100 Frequent Flier Number ........................................................................................... 101 Full PNR................................................................................................................... 101 Full Structured PNR ................................................................................................ 101 Future Pricing Lines ................................................................................................ 101 GDS Change Ahead 1 Work Area ............................................................................ 102 GDS Change Back 1 Work Area............................................................................... 102 GDS Change to Orig Work Area .............................................................................. 102 GDS Ignore .............................................................................................................. 102 GDS Ignore and Retrieve PNR ................................................................................. 102 GDS Make Entry ...................................................................................................... 102 GDS Name ............................................................................................................... 105 GDS Retrieve this PNR ............................................................................................ 105 Hotel Segment ........................................................................................................ 105

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ResQCX ResRules Reference Guide

Itinerary Remark ..................................................................................................... 106 IT Number ............................................................................................................... 106 Jump If .................................................................................................................... 106 Name Field .............................................................................................................. 106 Office ID – PNR/Create ........................................................................................... 106 Office ID – PNR/Own .............................................................................................. 107 OSI/SSR ................................................................................................................... 107 PNR Changes ........................................................................................................... 107 PNR OK (YES/NO) .................................................................................................... 108 Phone Field ............................................................................................................. 108 Pseudo City Code – PNR ......................................................................................... 109 Pseudo City Code – PNR/Create ............................................................................. 109 Rail Segment ........................................................................................................... 109 Received From ........................................................................................................ 109 Record Locator........................................................................................................ 110 Remarks .................................................................................................................. 110 ResRULE Action: Add Error .................................................................................... 111 ResRULE Action: Disable Check Last 5 Responses ................................................. 111 ResRULE Action: Enable Check Last 5 Responses .................................................. 112 ResRULE Action: Send to Agent’s Queue .............................................................. 112 ResRULE Action: Send to Queue ............................................................................ 112 ResRULE Action: Set PNR Data Item ...................................................................... 112 ResRULE Action: Store Database Data Item .......................................................... 112 ResRULE Action: Store ResRULE Data Item ........................................................... 113 ResRULE Action: Turn Check Off............................................................................ 113 ResRULE Action: Turn Check On ............................................................................ 113 Retrieve Database Item .......................................................................................... 114 Retrieve ResRULE Data Item................................................................................... 114 Seat Assignment ..................................................................................................... 115 Segment .................................................................................................................. 115 Segment – Actual .................................................................................................... 116 Set Variable – Calculation ....................................................................................... 116 Set Variable – Character ......................................................................................... 116 Skip Actions If ......................................................................................................... 117 Ticketing Date ......................................................................................................... 117 Ticketing Fields ....................................................................................................... 117 TRMKs ..................................................................................................................... 117

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ResQCX ResRules Reference Guide

User DB Record ....................................................................................................... 118 Variable ................................................................................................................... 118 Variable – Multi Entry ............................................................................................. 118 7. ResRULE Actions ................................................................................................................. 119 Add Key and Data to a Database ............................................................................ 120 Add Error ................................................................................................................ 120 Apply a Schedule to This PNR ................................................................................. 120 Create a Translated PNR (ResMAIL) ....................................................................... 121 End QC of This PNR Now (QR) ................................................................................ 121 Make Entry ............................................................................................................. 121 Remove a Key from a Database ............................................................................. 122 Remove a Schedule from the PNR ......................................................................... 122 Run Another ResRULE ............................................................................................ 122 Send E-Mail Message.............................................................................................. 122 Send to Agent’s Queue ........................................................................................... 123 Send to Queue ........................................................................................................ 123 Set PNR Data Item .................................................................................................. 124 Store Database Data Item ...................................................................................... 124 Store ResRULE Data Item ....................................................................................... 124 Turn Check Off ........................................................................................................ 124 Turn Check On ........................................................................................................ 124 Turn List of Checks Off ............................................................................................ 125 Turn List of Checks On ............................................................................................ 125 8. Operators ........................................................................................................................... 126 Match Any............................................................................................................... 127 Contains .................................................................................................................. 127 Does Not Contain.................................................................................................... 127 Exactly Matches ...................................................................................................... 128 Does not Exactly Match .......................................................................................... 128 Contains a Mask ..................................................................................................... 128 Does Not Contain a Mask ....................................................................................... 128 Exactly Matches a Mask ......................................................................................... 128 Does Not Exactly Match a Mask ............................................................................. 129 In a List .................................................................................................................... 129 Not in a List ............................................................................................................. 129 Contains One of a List ............................................................................................. 129 Does Not Contain One of a List .............................................................................. 130

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ResQCX ResRules Reference Guide

Equal To .................................................................................................................. 130 Not Equal To ........................................................................................................... 130 Between .................................................................................................................. 130 Not Between ........................................................................................................... 130 Greater Than........................................................................................................... 131 Greater Than or Equal To ....................................................................................... 131 Less Than ................................................................................................................ 131 Less Than or Equal To ............................................................................................. 131 Database – Exact Match ......................................................................................... 132 Database – Contains ............................................................................................... 132 Not in Database – Exact.......................................................................................... 132 Not in Database – Contains .................................................................................... 132 Into Variable ........................................................................................................... 133 Appendix 1: PNR Data Items .................................................................................................. 134 Appendix 2: Formats .............................................................................................................. 142

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ResQCX ResRules Reference Guide

Introduction to ResRULEs

R

esRULEs represent a major leap forward in user-definable quality control functionality. In the past, mid office software applications provided agencies with standard passive checks. Either the item was missing, causing an error to be returned or the item was not in the correct format causing a different error to be returned. This type of functionality did not address the multitude of alternate options the travelers required. Updated versions of the software provided agencies with the ability to interact with the GDS and make entries into the PNR to correct errors whenever possible, or look for remarks acknowledging the travelers’ request for alternate options. Previous programs used programming language and were not user friendly. They were also limited in what they could do. ResRULEs bring a new dimension to the mid office software. The user interface is easier to use, the capabilities are virtually unlimited and the programming language is kept to a minimum. As with other software programs that provide a high degree of flexibility, ResRULEs can be a challenge to understand. This manual discusses many aspects of rules and will take you through the many areas, showing you how and when to use the different functionalities.

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ResQCX ResRules Reference Guide

Types of ResRULEs When talking about ResRULEs, there are two types; PNR Data Items and Regular ResRULEs. Both are written in the same way and use conditions to identify the PNR elements that need the action.

P NR Data C onfi gurati on Item s PNR Data Configuration Items are generally written to find information from or about the PNR. During the datacapture process, ResQCX knows where to find most of the information, such as carrier codes, destination cities, remarks, ticketing fields and so on. However, due to the differences in how agencies do things, some pieces of data reside in different locations in the PNR. For example, depending on the accounting software your agency uses, the Full Fare could be in the FF remark or the RF remark or in a UDID. For ResRULEs to be able to use this information in a rule, it must know how and where your agency places this in the PNR. You would then configure a PNR Data Item with the conditions to get the data and make it available. This is then done for each PNR that comes through ResQCX. Another use for a PNR Data Item is to provide information about the PNR, such as if it is an AIR only, or if it is domestic or international. By setting this up and using, you can refer to these Data Items in a ResRULE and use them to determine what should be done, depending on if it is an AIR only or not. Once you configure and test a PNR Data Item, they are always “on�. They appear as a variable in a ResRULE that you can call on. The main thing to keep in mind about PNR Data Items is they are written the same way as a ResRULE; in other words, it has the same screens and options. The difference between the two is in how they are used.

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ResQCX ResRules Reference Guide

Reg ular R esRUL E s Regular ResRULEs, (normally just called ResRULEs) perform actions based on conditions that evaluate a PNR. The elements that it evaluates are numerous, and different comparison checks can be made. For example, if there is no Full Fare value, either return the PNR with an error to the agent or make the entry to find the Full Fare value and enter it in the appropriate remark automatically. A ResRULE can have multiple actions such as calling and activating another ResRULE, adding data to a database, sending an email, assigning a schedule for future actions, or queuing the PNR to a specific queue.

The ResQCX Process Although not crucial for the ordinary user of ResQCX to understand, a good grasp of the underlying process of how ResQCX works can help an administrator to make better use of ResQCX and the additional modules it uses. Understanding how PNR’s are processed can also give you the ability to successfully write ResRULEs. When a PNR is datacaptured from a queue, ResQCX performs the following actions in order:

1.

Captures the entire PNR. This process uses either the move down method or the structured data stream from the GDS. Each piece of data is stored in the designated fields in the Pre Ticket Database. This is the only time ResQCX will look at the entire PNR.

2.

ResRULEs that turn on or off a standard QC check or another ResRULE run. These run before any other checks. This eliminates running any checks that are not necessary for this PNR.

3.

All Standard QC Checks that are turned on for that branch or corporate setup run. Standard QC Checks are passive. They can only enter an error message when the check fails. Standard Checks are selected by Branch.

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ResQCX ResRules Reference Guide

4.

All other ResRULEs run. ResRULEs that are turned on, run in the order they are built unless daisy chained together using “Run another ResRULE� command.

5.

All entries and remarks are added. After all the rules have run, any entries or errors are entered, including all error remarks for both Standard QC checks and ResRULEs, strung together with end-items where possible.

6.

All the queuing is done.

There are some good reasons why understanding the process is important. One is when you write a ResRULE you cannot look for something another ResRULE will enter, such as remark. It will not be entered until all ResRULEs have run. (See #5 above). The second reason is if you delete a segment or remark with a ResRULE you have changed the look of the PNR from when it was captured. If a subsequent ResRULE needs to change a different segment or remark, the line number will not be correct and the program may change the wrong segment or remark.

Variables Variables in a ResRULE greatly enhance the flexibility and performance of a ResRULE. By capturing elements of a PNR, such as the carrier code, remark line number, or phone field and storing it as a variable, it prevents having to write a rule multiple times to do the same thing. For instance, if I wanted to perform one action if the carrier was WN, and a different action if it was CO, I would have to write two rules, one for WN and one for CO, each doing its own action. However, by capturing the carrier code as a variable, I can write a generic rule to do one thing if it is WN and something else if it is CO, DL, AA, and so on. In other words, the carrier code is a variable since it changes from one PNR to another.

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ResQCX ResRules Reference Guide

The different types of variables used by ResRULEs are: 1.

Variables in the PNR: As described above, when the value of a field in a PNR (such as the carrier code) differs in every PNR, it is a variable.

2.

PNR Data Items: Once configured, become variables in a ResRULE.

3.

System Variables: These are hard coded variables included in the program to assist you in finding information stored in the PC or as a specific command in email messages. %SYSDATE% - the date as it is set on the computer %SYSTIME% - the time as it is set on the compute %SYSDATETIME% - both the date and time are displayed %SYSNEWLINE% - same as a carriage return %SYSSPACE% - enters a space

4.

Database Data Items: Used when you want to place a value for a PNR in an internal database and then check it if the PNR goes through QCX again.

5.

ResRULE Data Items: Variables created in one rule, and then passed to another rule to be used.

6.

Label ID’s that the program uses to label each subfield of a condition with %n%. n represents a chronological line number.

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ResQCX ResRules Reference Guide

How ResRULEs Work Each ResRule operates by evaluating the conditions configured in each of its sections, one after another. If all the sections are “True”, then all the actions on the Actions Tab will run. This is the default logic flow that is built in. For instance, all of the conditions in Section A must be “True” for the rule to continue onto Section B. Next, all the conditions in Section B must be “True” to continue onto Section C, and so forth. If at any time a section is evaluated as “False”, then the rule will automatically end at that point. Keep in mind that when we say it must be “True”, we mean that the section will be true based on how you have configured your section. For instance, if you use the “Not Exists” operator, the section will be evaluated “True” if in fact it is true that what you are looking for does not exist. There are going to be times though, you’ll want to bypass the default logic. You do this by configuring Jumps. If jumps are configured, and Section B is evaluated as “False”, then you can have the rule either jump to another section in the rule, jump to a totally different rule, end with actions from the actions tab, or end without doing any actions.

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ResQCX ResRules Reference Guide

ResRULEs Run Order ResRULEs run as several different groups: First the PNR Data Configuration mini-ResRULEs run. They run in the order they were created and while ResQCX is capturing the data from the PNR. Next, the ResRULEs that turn checks on or off run. These, of course, have to run before the checks they turn on or off, or it would be too late to turn something off if it has already run. These run in order by their numbers. Any Standard QC Checks turned on for this account or branch will be processed next. Next, the ResRULEs that do not turn checks on or turn and do not check for PNR OK run. These also run in order by their numbers unless a rule turns on another rule out of creation order. Finally, the ResRULEs that check for “PNR OK” run. These rules need to run after any checks that might put error messages into the PNR or these would not know if the PNR were OK.

Note: If a PNR OK ResRule puts an error message in the PNR, any “PNR OK" ResRULEs that ran before it may show that the PNR was OK. For that reason, it is best for PNR OK ResRULEs to never put error messages in a PNR. A ResRule that checks for PNR OK must not turn other checks on or off.

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ResQCX ResRules Reference Guide

Pre-Travel Database ResQCX maintains a pre-travel database which is primarily intended to be used for reporting before ticketing. Once a PNR is ticketed, the data from it is transmitted to the accounting system, and reports should then be ran from there. Many customers though, prefer to use the data from ResQCX instead of the accounting system’s data, so the pre-travel database was enhanced with this in mind. To enable this database for use, you will need to make sure it is configured. From the CIS Main Menu, select “Setup > Module Setup” and from the dropdown menu, select “General Setup”. In the window that is displayed, enter your nearest airport code, and place a checkmark in both of the checkboxes. Click Save and then Exit .

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ResQCX ResRules Reference Guide

Ove ral l L og ic When a PNR is read by the system for the first time, all future travel data from that PNR is added to the database. Past date segments are not added to the database and most likely will not even be visible in the PNR. When a PNR is read by the system the second time (or after that), the data from the PNR is first compared with the data in the database, and all changes are noted and made available for use within ResRULEs. Any segment data in the database for past date segments is left in the database. Because it is past date and will no longer appear in the PNR, it is assumed to be correct. Any segment data in the database for future travel is removed from the database. Future travel from the PNR is then added to the database. If there are no segments at all in the PNR, it is assumed to be a cancellation and all segment data is removed from the database. This logic ensures that the data in the database is as accurate as possible, and it allows the remaining data from PNRs with some completed segments to be added to the database.

NOTE: When determining past-date status, the system takes into account time zones so it is able to do a true comparison of dates.

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ResQCX ResRules Reference Guide

P NR C hange I nformation When the data in the segments of the PNR are compared with the data in the pre-travel database, the system notes whether segments were added or cancelled, and then within each segment it will note the following:

o o o o

o

o

o o o o

Air Segments Change in class of service, and the previous and current class of service, if different Change in departure date/time, and the number of minutes different Change in arrival date/time, and the number of minutes different Change in status code, and the previous and current status code Car Segments A car segment is flagged as new if the same vendor, pick up date, pick up location and drop off date is not found in the database Hotel Segments A hotel segment is flagged as new if the same chain code, location code, check in date and check out date is not found in the database Rail Segments Change in class of service, and the previous and current class of service, if different Change in departure date/time, and the number of minutes different Change in arrival date/time, and the number of minutes different Change in status code, and the previous and current status code

There is a ResRULE Condition called “PNR Changes� that is used to check if any of the above elements have changed since the initial time the PNR was processed through ResQCX.

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ResQCX ResRules Reference Guide

2

Cornerstone Main Menu

C

onfiguring and editing ResRULEs is done from the “Cornerstone Information Systems Main Menu” screen. The menu also gives you access to other areas that can enhance how ResRULEs work, such as user defined databases, and PNR Data Items. This chapter of the manual covers each of the different options on the main menu. The figure on the next page shows what you’ll see after logging into ResQCX. If you don’t see the “Cornerstone Information Systems Main Menu” screen, then that means you don’t have Quality Control turned on. Either refer to the “ResQCX User Guide” for instructions on enabling it in the workstation setup, or contact Customer Support at Cornerstone.

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ResQCX ResRules Reference Guide

Figure 1: ResQCX Main Menu

Along the top of the title bar, you’ll see the Build you are on (in the above figure, it is Build 271) and your Cornerstone Account Number. These are important to be able to find because there may be times when Customer Support will need them to better help you.

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ResQCX ResRules Reference Guide

Accounts The Accounts screen is where you enter account names and their associated account numbers, and is used to create Corporate Setups. Each account can have an unlimited number of account numbers associated with it. When you click Accounts from the main Setup screen you’ll open up the “Accounts” window, as seen below. For the most part, we recommend that you not use corporate accounts when writing ResRULEs. If you want to use them, or already have existing accounts, they will run, but for new customers, ResRULEs have a condition that provides the same end results as setting up Accounts. For more detailed information on creating Accounts, refer to the “ResQCX User Guide”.

Figure 2: Accounts setup screen

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ResQCX ResRules Reference Guide

The different fields are described below: Add: Allows you to add additional corporate accounts to the existing list. When you do, you can then enter all the associated account numbers for the account name you enter. Change: Highlighting a corporate name opens a window where you can either change the name of the account, or the account numbers themselves. Delete: Deletes the corporate name and all the account numbers associated with it. Import Data: If you have an existing spreadsheet of all you corporate account names and their account numbers, you can import them into the Accounts window by importing them. Export Data: Takes all the data from the Accounts window and exports them as an Excel worksheet. Exit: Closes the Accounts window and returns you to the Cornerstone Main Menu.

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ResQCX ResRules Reference Guide

Databases User defined databases are databases you create, and give ResRULEs the ability to hold information that is referenced for conditions where there could be multiple possibilities. For instance, you could create a database to hold account numbers and their accompanying valid Forms of Payment that should be used. Or you could write a database that has records added to it by a ResRULE. User defined databases are stored as tables in C:\Third\ATSQC\setup\usr_db.dbf. Clicking on Databases from the Main Menu will bring up the screen below:

Figure 3: Screen displaying User Defined Databases

The different areas of this screen are described below: Database name: Displays a listing of all the user defined databases that have been created. As a database is highlighted, you’ll see the records for that database displayed in the right window.

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ResQCX ResRules Reference Guide

Database Contents: Shows the first screen of records that have been entered into the selected database. o

Key: A unique identifier for this record. Can not appear more than once in this database. When creating a new database, be sure that what you use as your key is unique. The key is what is searched for by a ResRULE. Once a key has been found that matches your criteria, the other fields in the database are available for you to use.

o

Data 1 – 6: These are fields that you can use to store additional information for each record. What you enter here does not need to be unique between records. Once a match has been found, based on the key, the information in these data fields can be accessed. Add: Create a new database. Change: Clicking on this when an existing database is highlighted will take you to a screen where you can edit the data in existing records, or add new records for this database. Delete: Permanently removes a database and all its records. Exit: Returns you to the Cornerstone Main Menu.

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ResQCX ResRules Reference Guide

Ad d Ne w D atabase 1.

To add a new user defined database, from the “Databases” main window, click on the Add button. The following screen will appear.

Figure 4: Add a new database for ResRULEs to use.

2.

Type in a name for your database, and then click on OK . If at this time you decide you don’t want to continue with the procedure, simply click on Cancel or press [Esc]. Once you’ve added a new database, a blank database screen will appear. This is where you will add records.

Figure 5: New database showing blank records.

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ResQCX ResRules Reference Guide

3.

Click on the Add Key button to begin adding new records. When you do, you will open up a window as seen on the top of the next page:

Figure 6: Entering a new key for a database.

Type in a new key. Remember, it must be unique. If you are satisfied with the name you’ve entered, press OK to continue, or press Cancel to return to the Database window without adding this record. After clicking on OK , you will see the record in your database with all the data fields blank.

Figure 7: Newly entered key.

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ResQCX ResRules Reference Guide

4.

Tab to each of the data fields and enter the appropriate information you want stored for this record. To continue adding new records, click on Add Key as many times as you need. When done, click on Exit .

Im port D ata i nto a D atabase 1.

In the main “Databases” window, highlight the database you want to import data into. Click on Change to open the database.

2.

Once in the “Change Database” window, click on Import Data to open a window shown below.

Figure 8: Importing a spreadsheet from MS Excel into ResRULEs.

3.

To navigate to where you have stored the Excel file to be imported, click on the small box with two dots. A windows explorer window will open up. Select the directory and file name of the Excel file and click Open .

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ResQCX ResRules Reference Guide

You have one of two options to select: Add the data from the spreadsheet to the data in the database – this adds all the records from the Excel spreadsheet to the records that already exist in the database. Duplicate entries will be ignored. Remove the data in the database and replace it with the data from the spreadsheet – This results in the database only containing the new data being imported in. Any existing data is removed before the import. 4.

Click Next >> at the bottom of the “Data Import Wizard” window. This window displays the records that are going to be imported. You have the option of selecting or deselecting which records are to be imported.

Figure 9: Verify the records to be imported.

5.

Once you have verified the records, click on Next >> to the next screen.

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to move


ResQCX ResRules Reference Guide

6.

This is an informational screen that lets you know that the import took place correctly and that it is finished. To complete the import, click on Finished .

You should now be back in the “Change Database” window showing your new records that you’ve added.

E xp ort Data from a Database ResQCX allows you to add and/or modify the information in a user defined database from within ResQCX. However, it may be easier to work with your records in a spreadsheet, because it gives you more versatility working with your data. To do that, you’ll need to export your database into an Excel spreadsheet. 1.

In the “Databases” window, highlight the database you want to export to Excel and click on the Change button.

2.

On the “Change Databases” window, click on Export Data . The windows explorer will open up. Navigate to a folder where you want to export you database, and give it a name.

3.

When done, click on Save .

Your database now exists as an Excel spreadsheet in the location you configured. To make changes or work with it, open up the file in Microsoft Excel.

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ResQCX ResRules Reference Guide

PNR Data Configuration Use PNR Data Configuration to tell ResQCX how to find data from your PNRs that the datacapture can’t find. For example, where your Coach/Full/High Fare, Low Fare and Exception/Reason/Savings Code are located in your PNRs depends on your accounting software. If you are on Trams, the High Fare is in a FF remark, if you are on Globalware it is in the *FS remark, and if you are on Travcom it is in the RF remark. The program cannot guess where you locate the remark, so you must tell it in a PNR Data Configuration. The developer has provided you a list of common elements of a PNR that are located in multiple locations. The list includes some pre-programmed Data Items and Data Items used by other modules, such as ResFAX/ResMAIL. The PNR Data Item List contains 6 preconfigured data item configurations: 1.

Air Only (YES/NO) – This looks for an air segment and then if there are no other segment types it is set to yes. If there are any other segment types then it is set to no.

2.

Car Only (YES/NO) – This looks for a car segment and then if there are no other segment types it is set to yes. If there are any other segment types then it is set to no.

3.

Domestic or International – This assumes all PNRs are International (I) if there is no other country code except US it is set to Domestic (D).

4.

Hotel Only (YES/NO) - This looks for a hotel segment and then if there are no other segment types it is set to yes. If there are any other segment types then it is set to no.

5.

Single Carrier for entire itinerary – This is set to the 2 character carrier code if there is only one carrier in the itinerary. (Returns a blank if more than 1).

6.

Single Country for entire itinerary – This is set to the 2 character ISO country code if there is only one country in the itinerary. (Returns a blank if more than 1).

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ResQCX ResRules Reference Guide

The list also contains PNR Data Items for modules other than QC, primarily ResFAX/ResMAIL. In addition to those listed here, you can add to the list. For instance, you may want to create a PNR Data Item that tells you if an itinerary is nonrefundable or not. Or you may want to identify group PNRs. From the CIS Main Menu, click on PNR Data Configuration . This will take you to the “PNR Data Configuration” screen shown below.

Figure 10: Listing of PNR Data Configuration Items.

You will notice that some PNR Data Items will have check marks, while others don’t. A check in the “Configured” column indicates that this Data Item has been configured, or in other words, it has conditions and actions. A check in the “Tested” column means that the configured Data Item has been tested on the Test tab.

NOTE: In order to use a PNR Data Item in a ResRULE, it must be both configured and tested. In fact, if you haven’t done both, the Data Item won’t even be available. This is a safety feature to prevent an untested Data Item from being used.

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ResQCX ResRules Reference Guide

As we mentioned, there are several Data Items that are preconfigured for you ahead of time…the rest are available Data Items that various customers from the past have requested and found useful. They are there for you to use or not, strictly at your discretion. If you do want to use them, you will have to configure and test them yourself prior to their use. Once configured, Data Items is used as a variable in ResRULEs. For instance, the PNR Data Item BRANCH ID will show up as a subfield selection for a Variable and will appear as %BRANCH ID%. If you select this, the value for %BRANCH ID% has already been evaluated ahead of time so you can now compare it to other values or use it as input for another condition. For a complete list of the current PNR Data Items, reference Appendix 1 in the back of this manual. Along the bottom the screen are four buttons, Add, Change, Delete, and Exit and are described below: Add: Choose the Add button if you want to create and add your own PNR Data Item. If the Data Item is going to return a Yes/No answer, we recommend you enter that as part of the name. For example, ROUND TRIP (YES/NO). Change: To modify an existing Data Item, click on the Change button. This will open the Data Item to where you can make changes to the conditions or actions. Delete: To permanently remove a Data Item, highlight the Data Item and click on Delete .

NOTE: Deleting a Data Item you’ve created completely removes it from the list, so be sure before deleting. Deleting a Data Item that we’ve supplied only blanks out the conditions and actions, but does not remove it from the list.

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Exit: Returns you to the Cornerstone Main Menu.

You can delete any additional data items you add. The system data items, however, cannot be removed. When do you delete any, the check in the “configured” column on the screen will go away, but the data item itself will not be removed.

NOTE: Do not ever change the name of the PNR Data Item on the Actions Tab once configured, and especially on those that Cornerstone pre-configured ahead of time. If you do, the Data Item will not work.

Keep in mind that the PNR Data Configuration operates for all modules of ResQCX and ResFAX/ResMAIL. This makes setup easier because you only need one configuration for all modules, but you also need to ensure that any display criteria that might be set include the parts of the PNR that have the information you’re collecting. For example, if you configure the system to find the agent number in a particular remarks field, you must ensure that PNR Distribution displays that field. On the other hand, if you configure the low fare to be read from remarks field, you shouldn’t display that in PNR Distribution since PNR Distribution does not need the low fare.

W riti ng a PNR D ata I tem When configuring PNR Data Items, the screens are similar to those used when writing regular ResRULEs. We’ll cover these screens later. You can make your Data Item as simple or as complex as it needs…remember though, a Data Item’s purpose is to find one piece of information from a PNR or tell you something about it, and then make the result available in a ResRULE.

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ResQCX ResRules Reference Guide

For now, the most important thing to remember is, when configuring your actions, DO NOT change the name of the Data Item on the Actions tab. If you do, the Data Item will not work.

S om e Note s ab out PNR Data I tem s Once configured and tested they are always turned on. If the tested box is not checked, a rule that uses the PNR Data Item will not work. When copying and pasting a ResRULE with a PNR Data Item selected, if the PNR Data Item is not configured and tested on the PC you are pasting the rule, it will come across as Variable %1%. To help with this we recommend listing any PNR Data Item on the Description tab of any rule using it. PNR Data Items can be used to identify like PNR’s for use in ResRULEs. If you have configured a PNR Data Item incorrectly you can clear the conditions and action. If it is one in the list that came with the program, click on delete and it clears all sections and actions but the name remains in the list. If it is a Data Item you have added, when you click on the delete button, it will delete the entire Rule.

Rec omm ended D ata I tem s to C onfig ure There are several PNR Data Items similar to Account Number and Full Fare that need to be configured before you begin to write ResRULEs. The value for these data items is usually a portion of a remark. Account Number Low Fare Savings Code Branch ID Any UDIDs or Sort fields you use.

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ResQCX ResRules Reference Guide

Once these are configured, the program will capture the value at the time of datacapture and will store the values in the pre ticket database.

ResRULEs A ResRULE is a user configured script that uses “if…then” statements to evaluate conditions as either being true or false, and then performing actions based on the results.

Ge ne ral N otes Conc erning R e sRULE s Technically there is no limit to the number of Sections. In reality though, the limiting factor is how much memory your system has. A general rule of thumb is to keep it to around 20 – 25 sections. This doesn’t mean you’ll never write a ResRule that is 60 sections long, only that once your’re around 20, you might want to step back and look at what you’re trying to do. It might be that the rule is doing more than one thing, and it might be better to break it into a couple fo smaller ResRules. There is no limit to the number of sub-fields, with a few exceptions Certain Sections limit your choices of sub-fields. For example, if you choose “Variable” for the Section, you will only be allowed one sub-field, which will be a list of the variables available to that ResRule. Other Sections may have one or two required sub-fields, and then allow you to add more. At the right-most side of each Section there is button called “Del”. This will delete the section. Be careful – there is no way to undo this! In each Section there will be an up arrow, a down arrow, or both. These allow you to move the section up or down. Of course, the first section cannot be moved up, and the last

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ResQCX ResRules Reference Guide

one cannot be moved down. Between the arrows and the Del button is a button that allows you to insert a new section above the current one. Many Sections allow you to add sub-fields, so you’ll see an “Add Sub-Field” button in each of these sections. Many sub-fields can be deleted, so you’ll see a “Del” button to the left of each one of these. Required sub-fields cannot be deleted, so those will not have a “Del” button. After the last section is a button labeled, “Add New Section”. This will, of course, add a new section. You can have as many sections as you want use “All”. Keep in mind, however, that if you have 6 segments and 30 remarks, and you select “All” for both, you’ll have the ResRule looking at 180 combinations of segments and remarks, which can take a long time. “Long time”, of course, is relative – on a mid-range PC, you should see at last 20 ResRULEs per second. If they appear to be slow, the first thing to check is to see if there are too many sections with “All”. The ResRule setup screens allow you to enter both uppercase and lower-case text. We strongly suggest you use only upper-case to ensure that everything works correctly, since PNR’s can never contain lower-case text. The system does automatically turn on Caps Lock to help with this. (There are a few advanced masking functions that require lower-case, so the system has to allow it.)

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ResQCX ResRules Reference Guide

On/Off Settings The ability to turn ResRULEs on and off is a powerful feature that can control how and when certain ResRULEs will run. Each full ResRule has a tab where you can turn that ResRule on and off, and see exactly where it will operate. In addition, there is an overall On/Off screen that shows all branches and corporate and agent setups and allows you to turn all the ResRULEs on and off from one screen. From the “CIS Main Menu”, click on On/Off Settings and you’ll see:

Figure 11: On/Off Settings screen accessed from Main Menu.

On the left is the list of Agent, Branch and Corporate setups, with the GDS and setup ID for each one. When you click a Setup on the left, you’ll see all the ResRULEs that apply to it on the right, and the checked ones are turned on.(see figure on the next page). To change a setting, click the check box.

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ResQCX ResRules Reference Guide

Figure 12: ResRULEs turned on/off for a specific setup.

Any ResRULEs highlighted in red are disabled and will never run until enabled. Any ResRULE highlighted in green will always run for this branch. When you highlight a setup from the left side and begin turning ResRULEs on or off, the setup listing is grayed out so you cannot change to a different setup until you finish making your changes. Once you are finished, click on Save Changes to save your changes or Cancel Changes to cancel them, and the list of Setups will become available again.

NOTE: ResRULEs recommends that you not use individual-specific setups anymore. They still work with the old UDC’s, but were used very infrequently, and it’s easy to have a ResRule identify an individual and then run specific ResRULEs based on the individual.

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ResQCX ResRules Reference Guide

NOTE: Corporate setups for ResRULEs work a little bit differently than before. In the old version you had to create a corporate setup and then turn ResRULEs and other checks on and off within it. For ResRULEs, you no longer create corporate setups; you simply enter account names and numbers. To have ResRULEs operate for only a specific account, select that account on the above screen and check the ResRULEs you want enabled. When the system processes a PNR, it looks at the account number then checks to see if there are any ResRULEs enabled for that account. If so, it then runs only the ResRULEs enabled for that account (and those that are always on; see ResRule setup for more information). If it does not find any ResRULEs enabled for that account, it will use the branch setup instead.

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ResQCX ResRules Reference Guide

Schedules ResQCX has the ability to retrieve PNR’s at scheduled times and perform various actions. For example, you might want to have the system retrieve PNR’s with non-refundable fares three days before departure and send an email to the traveler. There are four steps in using schedules: 1. 2. 3. 4.

Create the schedule Create a branch for the schedule to run in. Write a rule to identify PNR’s that will have the schedule applied to them. Write a rule to do the action at the time specified in the schedule.

To have the system retrieve PNRs at scheduled times, you first create a schedule. Each schedule is given a name, a start date and time, a frequency, exceptions, and an end date and time. Once done, you can then use an Action in a ResRule to apply this schedule to the PNR being processed. When applying the schedule, you also specify the branch setup that QCX should use when it retrieves the PNR. Once the schedule has been applied, the record will be automatically retrieved and processed according to the schedule.

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ResQCX ResRules Reference Guide

C re ate a Sc hed ule 1.

From the “CIS Main Menu”, click on Schedules . The “Schedules” window appears.

Figure 13: Screen to add a new schedule.

2.

Click on Add to create a new schedule. (You can also click on Change to modify an existing schedule or Delete to remove it). The following figure will be displayed. Enter a name for the schedule and a description of the purpose of the schedule. In our example, we have entered these pieces of information.

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ResQCX ResRules Reference Guide

Figure 14: Entering a description for a schedule.

3.

Click on the “Begin� tab to continue. Below is an example of this screen.

Figure 15: Configure when in the future a schedule should start.

4.

Enter the number of days or hours, before or after a certain event as to when this schedule should be applied.

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ResQCX ResRules Reference Guide

In the example, we’ve entered a begin time of 72 hours before departure. 5.

Click on the “When” tab.

Figure 16: Set how and when a schedule should run.

In this window, choose when you want this schedule to run. For example, only run once, or set it to run every so often, based on what you choose here. Keep in mind that we want this schedule to start 72 hours prior to departure, so we want it to kick off as close as possible to 72 hours before. 6.

When configured, click on the “Except” tab.

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ResQCX ResRules Reference Guide

Figure 17: Define any exceptions, such as holidays.

7.

Select any days of the week or holidays you don’t want the schedule to run. You can also select a specific date if you’d like.

Figure 18: You can choose an exact date when a schedule shouldn’t run.

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ResQCX ResRules Reference Guide

8.

Lastly, click on the “End” tab, and specify when this schedule should end.

Figure 19: Set when a schedule should stop.

9.

When done, be sure to click on Save or all the settings for this schedule will be lost. Once you save it, you’ll see it in the listing of schedules.

Figure 20: Newly added schedule.

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ResQCX ResRules Reference Guide

Ad di tional S tep s for S ched ule s Once you have created a schedule, you will need to do some final work to identify PNR’s that need the schedule applied to them, what your actions will be for that PNR, and where (branch) it should run. 1.

2.

3.

Create a branch that the schedule will run in. Create, or use a branch that nothing else runs in, except for the schedule and the ResRULE or ResRULEs you want to be applied to the PNR. Write a ResRULE that identifies PNR’s which will have the schedule applied as an action. For example, PNR’s that have nonrefundable tickets. Write a ResRULE to perform an action on a scheduled basis. This rule will run only in the branch you create where the schedule runs.

T he S che d ule Proc e ss As PNR’s are processed by your main branch, one of the ResRULEs you created (reference step 2 above) will identify any PNR’s coming through as ones that need to have a schedule applied. In the example we’ve been using, you’d write a ResRULE to identify PNR’s that are nonrefundable. Once identified, the action of that ResRULE is to apply a schedule to run in the new branch you created. The branch you choose should be the one you created in Step 1 above. This should be the only schedule running in this branch. Once the PNR has been placed in this branch, it is flagged by ResQCX based on the schedule, and stored until the moment in time arrives where something should happen. That “something” is a ResRULE that runs only in this branch (reference step 3 above). In this case, you may want to write a ResRULE that takes any PNR in this branch and then sends an email message to the traveler, warning them they have a nonrefundable ticket.

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ResQCX ResRules Reference Guide

Default Test PNR Because testing ResRULEs is so important, you’ll need to start by setting up a default test PNR. This PNR will be used for testing ResRULEs; you can use other PNR’s as well, but setting up the default test PNR ensures that there is always a good PNR available for testing. The first step is to find or create a suitable PNR from the GDS. We suggest locating a typical PNR with each type of segment, typical accounting remarks, address fields, form of payment etc. Once you one, note its locator, and then data capture it for use in testing ResRULEs. To capture a PNR in ResQCX, open the main system setup screen. If the program is running, press [Esc] until you get a menu dialog box. Choose Stop Immediately . Enter your sign in and password if applicable 1.

Click on “System >> Diagnostics >> PNR Data Capture” from the system menu.

2.

Choose “QC” from the drop down menu in the first box

3.

Enter the “PNR locator” into the middle box.

4.

Type in a description of the PNR in the bottom box

5.

Click on OK

The program will move through the PNR to capture the data. When it is done it will return to the initial box for capturing a PNR. If you are done, select Cancel . Next, click on Default Test PNR , and then click Get Sample PNR on the screen that pops up. You will now have a list of the PNR’s you have captured. Select the correct one, click OK and then click Save . You now have your default test PNR. You can repeat these steps at any time to select a different PNR.

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ResQCX ResRules Reference Guide

Writing ResRULEs

W

hen writing ResRULEs, the different areas of configuration are logically grouped into different tabs. Each tab serves a useful function in writing ResRULEs. A thorough understanding of each is necessary to enable you to write the most effective rules possible.

After clicking on the ResRULEs button, you will see a screen that contains a listing of any previously written ResRULEs. They start at number 5000, and each time you add a new one, the system automatically numbers them.

Figure 21: Listing of all the ResRULEs.

This screen provides some basic information, as well as some buttons to let you perform some common and important tasks. The top portion of the window shows a listing of your ResRULEs. By default, they are listed in the order they were created, that is, numerical order. However, you can resort the list based on any of the columns, both ascending or descending, by clicking on the column heading.

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ResQCX ResRules Reference Guide

For instance, clicking on the “Name” field heading, your list of rules will be displayed in alphabetical order by name. The different categories are discussed in more detail later, but you have the same option here to sort based on entries in the 2 different categories. On the right, is a column labeled “Tested”. If there is not a check in the column for a specific rule, that rule will not work. In those cases, go to the Test page for the rule, test it, and then save it. It will return you to this window and you should now see a checkmark in this box. In the lower window, you’ll see the description (if any has been entered) for this rule. This is a handy way to quickly view what a rule is supposed to do. Along the bottom are several buttons, described below: Add - Used to add new ResRULE. When clicked, brings up a new, blank ResRULE. Change - Used if you need to modify and make changes to an existing ResRULE. Make sure the rule you want to change is highlighted in the above list, and then click on this. Optionally, double-clicking on the ResRULE name from the list opens it up as well. Delete - If you find you no longer need a ResRULE, clicking this with rule you want to delete highlighted, will remove it. Save As - There may be times when you have an existing rule that does something, and you want to write another rule that does basically the same thing, but slightly different. Using this option will make a copy of the selected ResRULE, allowing you to then go into it and make the changes you need. The new rule is given a default name of “Saved from ResRULE xxxx”. Find - This is a useful feature that lets you search all your ResRULEs for specific strings of text. The text is searched

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ResQCX ResRules Reference Guide

for in the description, the name of the rule, as well as within the conditions and actions. Exit - Exits ResRULEs and takes you back out to the main menu. Import/Export Mode - New functionality that allows you to import or export a group of selected ResRULEs all at the same time. When the button is clicked, the screen changes slightly, as shown below. You’ll now see a new column labeled “ Export”.

Figure 22: ResRULE listing with Export column displayed.

Scroll through your list and place a check out to the right for all you want to export. When done, click on the Export button. When you do, a “Save As” window will appear. Simply navigate to where you want to save the file. To import a group of ResRULEs (maybe someone emailed them to you, and you want to import rules that you may have deleted), click on the Import button. In the window that comes up, navigate to where the file is stored, highlight it and click Open .

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ResQCX ResRules Reference Guide

To return the listing window to normal, click on the <- Standard Edit Mode button.

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Description Tab When you create a new rule, the first, and arguably the most important place you’ll start, is the “Description Tab” This area gives you space to name the rule, define what the rule is to do and when it is to do it. You can also use this tab to list any entries the rule will make into the GDS, the name of any database the rule will access, and the name of any PNR Data Item used in the rule. If there are multiple ResRULE writers, you may want to include the date and the writer’s initials. Consider this the troubleshooting screen. What you will need to know to be able to modify this rule 6 months after you have written it.

Figure 23: The Description tab for a ResRULE.

Number - This is the number for this ResRULE. Regular ResRULEs begin their numbering with 5000. Each new ResRULE will be incremented by one.

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GDS – Displays the name of the GDS this rule is written for. If you have more than one GDS, you can select “All”, and have this rule run for both.

NOTE: If a rule is written for one GDS, and you try to convert to “All”, it will not work if you are using any commands or entries that are unique to a GDS.

Name – Enter the name for this rule. Be as descriptive as you can, because your rules will be listed by number by default, but can be sorted by name as well. This makes it easier to identify a rule from the list. You may want to develop a standard ahead of time, before you begin naming rules. For instance, any rule that applies to air segments might be preceded with “AIR –“, or car segments preceded by “CAR –“, etc. This way you can list all rules that apply to car segments together. Category 1 – A further way you can organize your rules. We recommend maybe using Category 1 to state the action this rule will perform, such as “MAKE ENTRY”, “ADD ERROR”, or “QUEUEING”. The category initially has no entries in it…however, as you type new ones in the window, they will be available in the dropdown for future rules. Category 2 – A further way you can organize your rules. We recommend maybe using Category 2 to state the reason for this rule, such as “CUSTOMER SERVICE”, “REPORTING”, or “VALIDATION” The category initially has no entries in it…however, as you type new ones in the window, they will be available in the dropdown for future rules.

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ResQCX ResRules Reference Guide

Description – Detailed description of how this rule works, what it does, and the actions performed. As a general rule, the more information you can place in here, the better. Include things such as any user defined databases, GDS entries, other ResRULEs, PNR Data Items, etc. The more you include here, the easier it is to go back at a later date and perform any diagnostics. The section “Best Practices” highlight some good standards you may want to apply when writing out your description.

C op y to C l ipboard A nice feature of ResRULEs is the ability to copy a ResRULE to the clipboard, and then save it as a document, or embed in the body of an email to send to Technical Support. This is a great way to archive and build a library of your ResRULEs to be stored offline. If you are an especially large agency and have a number of individuals writing ResRULEs, having a centralized library can prevent different people from reinventing and writing the same rule. When the rule is saved and copied into a document, you will see that the contents are encrypted. This is to prevent any proprietary information in the PNR from being intercepted or inadvertently being read. When you click Copy to Clipboard , you’ll see the following window:

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ResQCX ResRules Reference Guide

Figure 24: Dialog box when copying a ResRULE.

We highly recommend that whenever you copy a ResRULE to the clipboard, that you place a checkmark in the “Include Sample PNR and Sample Data” box. Checking it will include the sample PNR that you were testing your ResRULE against as well as the sample data from any GDS entries and responses. If you are copying the rule to send to Cornerstone Support, then including the PNR and sample data will be helpful in troubleshooting the rule at a later date. If unchecked, all that will be encrypted and copied is the ResRULE itself.

P aste from Cl ip board If you receive an encrypted ResRULE from Cornerstone Support, or maybe another department in your company, in order to post it back on the system for use, you are going to have to a paste operation. In this case, you can’t simply do a Ctrl-V or similar operation. You will have to use the Paste from Clipboard button on the ResRULE Tab. The reason for this is because the copy of the ResRULE is encrypted, so to decrypt the rule, this button has to be used.

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ResQCX ResRules Reference Guide

S avi ng Your Re sRUL E Whenever you create a new ResRULE, or modify an existing one, be sure to click on Save rather than the red X in the top right corner of the rule. If you accidentally click on Cancel before you have saved the rule, you will be prompted with a warning as below:

Figure 25: Prompt that appears when exiting a ResRULE without first saving it.

If you really want to exit without saving then click on Yes . If you want to return to the ResRULE, click on No . Another time you may be prompted is if you make a change to a ResRULE, but you save it before it you tested it. Since ResRULEs have a profound effect on your processes, ResQCX will prompt you when changes were made, no matter how minor. In such a case, you will receive a warning message as shown below.

Figure 26: Warning message that a ResRULE hasnâ&#x20AC;&#x2122;t been tested.

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ResQCX ResRules Reference Guide

If you click Yes , the rule will be saved, however it will not run. In the window that displays all your ResRULEs, the “Tested” column will show the checkbox unselected. This means the rule will not run.

Figure 27: An unchecked “Tested” box for a ResRULE

Clicking No will take you back to the rule without doing anything.

Conditions Tab The majority of your work creating ResRULEs will be spent on the Conditions Tab”. This screen allows you to enter the conditions in a PNR that would cause the Rule to initiate the action or actions. You can have as many conditions and subfields as are necessary to define when to do this action, with an operational limit of approximately 150+ conditions. Conditions are comparative “if…then” statements used to evaluate elements in the PNR. The subfields for the condition are values found in the element. For example, some of the subfields for an air segment are carrier, flight number, class of service, from date, from city, to date, to city, etc. For a complete listing of available conditions, refer to the appropriate section at the end of this manual.

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ResQCX ResRules Reference Guide

Figure 28: Entries on the Conditions Tab of a ResRULE.

The Conditions tab is where you create sections to evaluate different “if…then” statements that determine what actions to perform. The following screenshot points out the different parts of a section.

Figure 29: Different areas of the Conditions Tab.

On the next page is a description of the different areas.

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(1) PNR Elements: This is a dropdown that contains parts of the PNR that can be evaluated, such as Air Segments, Address field, Remarks and so on. There are also selections that can be used to perform other functions, such as Calculation, Format, or Set Variable. For a complete listing of all the selections in the PNR Element dropdown, please refer to Appendix 2. (2) Operators: Defines which of the elements you selected from the PNR Element dropdown you want this section to be applied against. You have four options: First/Exists – this selects the first occurrence of the PNR Element if it exists, regardless of where it appears in the PNR. The conditions in the section are evaluated only against the first occurrence, for example, the first air segment, or the first general remark. All – selects all the occurrences of the PNR Element and evaluates the conditions in this section on each, for example all air segments, or all associated remarks. Automatically creates a looping point. Last – Evaluates the conditions in the section on the last occurrence of the PNR Element. Not Exist – Evaluates the conditions in the section only where the selected PNR Element does not exist. (3) Subfields: Depending on which PNR Element you selected above, there may or may not be any additional subfields to choose. Some of the elements have a variety of subfields; some have only a couple, while others have none. (4) Comparisons: These are used to compare something you’ve selected from the PNR Element dropdown and an associated subfield, against another value. For instance does the carrier in the first air segment exactly match AA? Or does the account number exactly match an entry in a database? Or are the travel dates between 1 JAN and 15 JUN? There are twenty six comparisons you can use in your ResRULE. For a complete listing with descriptions, see Appendix 4. (5) Text Field: A blank field where you can enter text or variables that the comparisons work with.

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ResQCX ResRules Reference Guide

(6) Label ID: A percent (%) ID that identifies the results evaluated from the combination of subfields, comparison and text for that line. Can be referenced in a later section. (7) True/False: When configuring your sections, there may be times when you have two possible results that could occur…either the section will be evaluated as TRUE, or it will be evaluated as FALSE. (You enable Jumps by clicking on the “Show Jump Destinations if True/False Options”. This checkbox is located in the bottom left of the screen.) When you turn on jumps, you will see a green option for TRUE, and a yellow option to use if FALSE. To the right of each, by default, it will show, “Continue Processing – No Jump”. When you click in this area, you will get the following screen, which will allow you to select what you want done if TRUE or FALSE.

Figure 30: Jump destinations screen.

Continue Processing – No Jump – proceed to the next logical section Jump Within this ResRule (brings up the “Jump Destination” window in Figure x:)

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ResQCX ResRules Reference Guide

Figure 31: Jump destinations within a ResRULE.

o

Section “X” - Jump directly to another section later in the rule (only forward to another section, never back)

o

End with Actions – Immediately go to the Actions tab and perform all the actions that are configured.

o

End with Actions Once - Immediately go to the Actions tab and perform all the actions that are configured, but only do once. If this rule jumps to the actions tab again, do not do the actions a second time.

o

End with No Actions – Stop the ResRule immediately and do not perform any actions. Jump to Another ResRule and Continue this ResRule when it completes – Tells this rule to temporarily suspend processing, while another rule is activated and ran, then when done, comes back to this point and continues this rule. Jump to Another ResRule and Do Not Continue this ResRule when it Completes – Ends this rule and jumps to another rule and runs. When it is done, it does not jump back to the first rule, but rather starts the next rule that is configured to run.

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ResQCX ResRules Reference Guide

(8) Add Sub-field: For those PNR Elements you choose that have more than one subfield, you can add as many more subfields as you want to be evaluated in any section. Each subfield and its comparison must be true for the entire section to be true. (9) Insert New Section Above: If after you’ve written many sections in a ResRULE, you realize you need to have an extra section placed in between two existing sections, clicking on this will add a new, blank section above this point. When you do, all your variable ID’s and Jumps are automatically reconfigured with the new section names and variable names. (10) Add New Section: This is used to add a new section after the last section you’ve configured. In addition, there are up and down arrows you can use to move a section to another location in your rule, in order to change the order in which things are done.

Figure 32: Arrows used to move a condition up or down in sequence.

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ResQCX ResRules Reference Guide

Actions Tab This screen contains a list of actions the program can take with the appropriate sub screens necessary to take the action. Below is an example of the Actions tab.

Figure 33: Actions tab with some possible actions that can be done.

Action 1 is the first action that this rule will perform. Different actions will require you to fill in information in the blank lines, or to complete the screens that popup. For a complete listing and their descriptions, see the appropriate section at the end of this manual. The Del button on the screen will delete that section, maybe because that action is no longer required or needed to be done. The up and down arrows are used to rearrange the order of the actions being done.

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ResQCX ResRules Reference Guide

The Add Action button will add a new action immediately after the section you use this button in. A few things to keep in mind when configuring actions are: Actions run one after another. ALL the actions on the actions tab will runâ&#x20AC;Śthere is no way on this tab to choose which ones you want to run under one set of circumstances, yet have other action run for a different set. Entries and queuing are all done together after the last ResRULE for this PNR runs. This means that if you have a rule that deletes a remark, the remark will not be deleted at the moment the ResRULE runs, but will be combined with other GDS entries when the last ResRULE for this PNR actually runs.

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ResQCX ResRules Reference Guide

Test Tab A very powerful feature of ResRULEs is the Test tab, which allows you to test the rule off line. Since it does not interact in real-time with the GDS, the GDS does not get charged for hits when testing. The test page uses a captured PNR in a text format. This makes it easy to change and edit elements for a variety of testing options.

Figure 34: Test page with a default sample PNR.

A sample PNR appears in the window, and when ran, the ResRULE will apply the logic and conditions you configured against this PNR and the information contained in it. This part of a ResRULE is fairly easy to use, although are some powerful features in it that allow you to thoroughly test your ResRULE. This way you can be confident that when it gets â&#x20AC;&#x153;turned onâ&#x20AC;? for real, it will consistently and

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ResQCX ResRules Reference Guide

accurately do what it is supposed to do. By default, when you create a new ResRULE, go to the Test Tab and click on the Test button, the PNR you set as the “Default test PNR” will automatically be placed into the test page window. You can change which PNR to use by setting it from the CIS Main Menu. If you want to use another PNR rather than the default one that is set, click on the Get Sample PNR button on the bottom of the page and choose the PNR you want to use from the list of captured PNR’s that appear. You can also edit the information from the PNR in the window, changing any piece of data you want, just as if you were in any kind of text editor, such as Notepad. For instance, say you’ve written this ResRULE to add entries if the itinerary is international, and it works as expected. Now you may want manually change all of the city codes to be domestic, and recheck the logic of your rule. In the same way you can add or remove remarks, change dates, remove segments, etc. The changed PNR is saved as is (with your changes) along with the ResRULE. The original captured PNR has not been changed, nor has the PNR on the GDS. The “Update Pre-Travel Database” checkbox if selected replaces the information for this PNR in the pre-travel database with the data from the PNR as it is tested. As you are testing any specific ResRULE, there could be times when the information your rule is “seeing” in the PNR doesn’t match what it should. For instance, you want the rule to get the record locator, but it keeps coming up blank. When you look at the PNR, you can see it there, but for some reason, ResQCX is not parsing it out. This is a common problem when you copy and paste a test PNR into the test window, rather than getting from the list of captured PNR’s. In those cases, clicking on the Read PNR button will bring up the screen on the next page. This shows a hierarchical view of the data that ResQCX parsed from PNR, with the data from the fields as ResQCX sees it. This is a good way to browse and look at what the different fields show, as it can help in adjusting your rule accordingly.

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ResQCX ResRules Reference Guide

Figure 35: The “Read PNR” screen displaying a hierarchical breakdown of the contents of the PNR as “seen” by ResQCX.

If you have the resources available to write coding in Visual Basic, a ResRULE can be converted into a VB script for further modification using full programming tools and logic. The one caution to this is that once a ResRULE is converted, it is not available as a ResRULE anymore. It will still appear in the ResRULE list, and run appropriately, it is just that if any changes need to be made, it will need to be opened as a VB script and not a ResRULE. To convert a ResRULE into a VB script, click on the Code Editor button located on the bottom of the window. This feature may or may not be enabled, as it needs to be turned on at the request of your agency. Page 66 of 144 Contents are exclusive property of Cornerstone Information Systems and are not to be copied or distributed without written permission from Cornerstone Information Systems.


ResQCX ResRules Reference Guide

Figure 36: Code Editor window where more robust VBScripting can be done.

Te sting Your Re sRUL E When ready to test the logic and conditions in your ResRULE, on the Test tab, click the Test button. After a few seconds, the results of the test will be displayed. An informational window will popup letting you know that the ResRULE will automatically be saved prior to testing. You have the option of agreeing or not.

Figure 37: Prompt to verify exiting without saving.

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ResQCX ResRules Reference Guide

Once it is done testing, you will be able to see the results. As each section and condition are evaluated, the results are displayed and are color codedâ&#x20AC;Śtext in green indicate that a particular condition was found to be true, while red text indicates a condition that was evaluated as being false.

Figure 38: Test Results screen showing results of logic per section.

Text in blue are actions that the rule took. The test window is an invaluable resource for troubleshooting your rule. If the final actions are not what you expected, you can walk through the results and analyze each section identifying where in the rule your logic was wrong.

NOTE: Remember that for any specific section to be evaluated overall as True, each of the conditions you configured in that section must be evaluated as True, otherwise that section will be False.

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ResQCX ResRules Reference Guide

On/Off Tab This tab is functional only for ResRULEs since all PNR Data Items are active as soon as tested. For ResRULEs, this tab allows you to activate the rule for either a single customer, group of customers, single branch, multiple branches, always on for all PNR’s, or always off for all PNR’s without having to go to another screen in the program.

Figure 39: On/Off tab within a ResRULE.

In the lower part of the screen will be a listing of all the different setups you have. Click on the box in front of them to turn this rule on for that setup. You can choose as many as you like. You can have the rule on for all the setups simply by selecting the “This ResRULE should be Run for ALL PNR’s Regardless of the Agent/Branch/Corporate Settings”.

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ResQCX ResRules Reference Guide

Another option is to disable the rule so that it will not run at all. Selecting the “This ResRULE Should be Disabled and Not Run for any PNR” actually does more than just turning the rule off. For instance, if in the above screenshot all the checkboxes were left unchecked, it would mean that this ResRULE is turned off and for the most part will not run anywhere. However, there could be another ResRULE that as part of its actions would Jump to the ResRULE, at which time it would run. Disabling it means that the ResRULE will not run under any circumstances, even if another ResRULE wanted to jump to it. This is very handy in a situation where you have written a rule, and it is doing things you didn’t intend or want it to do. By disabling it, you can be sure it will not run, and gives you time to rewrite it if needed.

NOTE: There is no difference between turning a rule on or off through the On/Off tab within a ResRULE, or doing it from the CIS Main Menu. It is merely the way the option is displayed. In a rule, you see a list of branches where the rule can be turned on or off. From the main menu, you choose a branch and select the different ResRULEs you want to run in that branch.

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ResQCX ResRules Reference Guide

ResRULE Writing Approach It is important to plan out your rule before you start entering them in the ResRULE screens. Following these steps will assist you in deciding how to write a ResRULE and in most cases give you a plan in how your rule should flow. 1.

Define your objective. Use if then statements Define what the PNR should have or not have. When should this happen.

2.

List your conditions. What needs to be present in the PNR? What needs to not be present in the PNR? Are there any parts of the PNR you need to complete your action?

3.

List your actions. What do you want the program to do to the PNR? Are there any other actions you want it to take?

4.

Define your test plan. Test for the items that need to be in the PNR. Test for the items that need to not be in the PNR.

5.

Turn it On Turn it on in the branches where you want it to run

Make sure it is turned off in the branches where it shouldnâ&#x20AC;&#x2122;t run.

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4

ResQCX ResRules Reference Guide

Regular Expressions

A

regular expression (RegEx or RegExp for short) is a special text string for describing a search pattern. It has been noted by others, that you can think of regular expressions as wildcards on steroids. You are probably familiar with wildcard notations such as *.txt to find all text files in a file manager. The RegEx equivalent is .*\.txt. However, you can do much more with regular expressions than a simple search for text files. For instance, in ResRULEs you could use a regular expression (sometimes called a mask) to pull out the email address, using the following mask: [A-Z0-9._%-]+@[A-Z0-9.-]+\.[A-Z]{2,4} For our purposes, we generally use regular expressions in a ResRULE in one of two ways: To locate and pull out (parse) text strings from the different fields in a PNR To validate the format of data that it finds (for instance, is it 3 letters followed by 2 numbers)

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ResQCX ResRules Reference Guide

How They are Used in a ResRULE For use in a ResRULE, the general flow in how you would probably use them is as follows: 1.

Capture the data (text string) from a field in the PNR such as a remark, ticketing field, accounting field or even responses that come back from the GDS. This data is now a variable in the ResRULE (such as %4%).

2.

Next, you will use the condition Variable > Into Variable to open the Edit Variable window.

3.

In the window, you would define the pattern you are looking for, and tell where to look in the string (at the beginning, at the end, or after any special characters).

4.

You test the mask you came up with against sample data to see if it works. If so, you save it and continue on with your rule.

When the regular expression is applied, it reads from left to right, until it comes across a pattern of text that matches what you defined.

Syntax Regular Expressions are used by many programming languages, which allows us to take advantage of them. In ResRULEs, we only scratch the tip of the iceberg in what we use. In this section weâ&#x20AC;&#x2122;ll go over some common ways to write regular expressions. When defining a regular expression (mask), youâ&#x20AC;&#x2122;ll use brackets to enclose the expression. The main thing to remember though, is that regardless of what is placed in the brackets, it actually only represents one instance of what is placed in there.

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ResQCX ResRules Reference Guide

C harac te r L i te ral s The very simplest pattern matched by a regular expression is a character or a sequence of characters. Anything in the target text that consists of exactly those characters in exactly the order listed will match. A space in a regular expression, by the way, matches a space in the target. Keep in mind that when we talk about “characters” we mean letters and/or numbers. Examples: Expression: a Mary had a little lamb. And everywhere that Mary went, the lamb was sure to go. Expression: Mary Mary had a little lamb. And everywhere that Mary went, the lamb was sure to go.

S pec ial Charac te rs A number of non-alphanumeric characters have special meanings in regular expressions. In cases when you are looking for a non-alphanumeric character, you will need to append a symbol that has a special meaning…this the backslash character (\). Expression: \.\* Special characters must be escaped.*

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ResQCX ResRules Reference Guide

P osi ti onal C harac te rs There are two special characters used to mark the beginning and end of a line: caret (^) and dollar sign ($). These tell the regular expression to match a pattern either at the beginning of the text string (^) or at the end of the string ($). Remember though, that to literally match a caret or dollar sign, you must precede it by a backslash "\". Expression: ^Mary Mary had a little lamb. And everywhere that Mary went, the lamb was sure to go. Expression: Mary$ Mary had a little lamb. And everywhere that Mary went, the lamb was sure to go.

W il dc ard C haracter In regular expressions, a period can stand for any character, regardless if it is alphanumeric or a special character such as &, #, etc. Using a period in a pattern is a way of requiring that "something" occurs here, without having to decide what. Expression: .a Mary had a little lamb. And everywhere that Mary went, the lamb was sure to go.

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ResQCX ResRules Reference Guide

C harac te r C lasses Rather than name only a single character, you can include a pattern in a regular expression that matches any of a set of characters. A set of characters can be given as a simple list inside square brackets, e.g. [aeiou] will match any single lowercase vowel. For letter or number ranges you may also use only the first and last letter of a range, with a dash in the middle, e.g. [A-Ma-m] will match any lowercase or uppercase in the first half of the alphabet. Expression: [a-z]a Mary had a little lamb. And everywhere that Mary went, the lamb was sure to go.

C omp leme nt Ope rator The caret symbol (^) can actually have two different meanings in regular expressions. Most of the time, it means to match a pattern as long as it is at the beginning of the line. But if it is used within the brackets, it reverses the meaning to state that everything not included in the listed character set is matched. Expression: [^a-z]a Mary had a little lamb. And everywhere that Mary went, the lamb was sure to go.

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ResQCX ResRules Reference Guide

A l ternati on of Patte rns Using character classes is a way of indicating that either one thing or another thing can occur in a particular spot. But what if you want to specify that either of two expressions could occur in a position in the regular expression? For that, you use the alternation operator, the vertical bar ("|").and is sometimes called the pipe character. The entire string is enclosed by parenthesis. The pipe character in a regular expression indicates a positive match is made if any of the expressions separated by the pipe symbol can be matched. Expression: (cat|dog|bird) The pet store sold cats. The pet store sold dogs. The pet store sold birds.

Quanti fie rs One of the most powerful and common things you can do with regular expressions is to specify how many times a specific expression occurs in a complete regular expression. There are several ways we can indicate in an expression for how many of â&#x20AC;&#x153;somethingâ&#x20AC;? we want. We can either explicitly indicate the number of occurrences, or we can use wildcards as catchalls. If you know exactly how many letters, numbers or special characters the expression should match, you append the expression with a number, and enclose it in braces {}. Expression: [A-Ma-m]{4} Mary had a little lamb. And everywhere that Mary went, the lamb was sure to go.

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ResQCX ResRules Reference Guide

Another way to indicate the number of occurrences is to define a range. This way an expression can capture the text string, as long as it falls between the range. Letâ&#x20AC;&#x2122;s create an expression to capture text, as long as the text string is at least 5 characters, and no more than 10 characters. Expression: [A-Ma-m]{5,10} Mary had a little lamb. And everywhere that Mary went, the lamb was sure to go. There are three wildcard characters that are used quite a bit in regular expressions. The first, the plus sign (+) means that the expression that precedes it may occur at least once, or multiple times (literally infinite times). Expression: [\*]+ ** Mary had a little lamb. And everywhere that Mary went, the lamb was sure to go. ***************** A slight difference to the + is the asterisk (*), which means there may be no (0 occurrences) or an infinite number. A final wildcard is the (?) question mark. When used, it indicates that the regular expression that precedes it may or may not be there at all. Expression: [A-Z]{2}[0-9]? AA BC5

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ResQCX ResRules Reference Guide

Sample Expressions Expression: [A]+[B]*[C]?[D] AAAD ABBBBCD BBBCD ABCCD AAABBBC

Expression: [a]{5}[b]{1,6}[c]{4,8} aaaaa bbbbb ccccc aaa bbb ccc aaaaa bbbbbbbbbbbbbb ccccc

Expression: [t][h].*[s] -- I want to match the words that start -- with 'th' and end with 's'. this thus thistle this line matches too much

Expression: [0-9]+\.[0-9]{2} 167.86 0.87 764 .98

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ResQCX ResRules Reference Guide

RegExp Summary Chart Mask [0-9] [0-9][0-9] [0-9]+ [0-9]* [0-9]? [0-9]{5} [0-9]{5,9} [A-Z] [A-Z0-9] (HELLO|GOODBYE) (JAN|FEB|MAR) [0-9]{5}[A-Z][0-9]{6} \

^ $ * + ? [xyz]

Description Matches any one number from 0 through 9 Matches any two numbers. Would match 12, 34, 99, but would only grab the first 2 digits in 100, 237, or 999. Matches one or more numbers. Would match 1, 4, 7, 23, 99, 167, etc. Matches zero or more numbers. Would match if there were not any numbers at all, or if there were one to infinity. Matches zero or one number Matches 5 numbers Matches 5 though 9 numbers Matches one letter Matches one letter or number Matches either “HELLO” or “GOODBYE” Matches the first three GDS month abbreviation Matches five numbers followed by one letter followed by 6 numbers, such as: 12345A654321 Marks the next character as either a special character, a literal. For example, 'n' matches the character "n". '\n' matches a newline character. The sequence '\\' matches "\" and "\(" matches "(". Matches the position at the beginning of the input string. Matches the position at the end of the input string. Matches the preceding sub expression zero or more times. For example, zo* matches "z" and "zoo". * is equivalent to {0,}. Matches the preceding sub expression one or more times. For example, 'zo+' matches "zo" and "zoo", but not "z". + is equivalent to {1,}. Matches the preceding sub expression zero or one time. For example, "do(es)?" matches the "do" in "do" or "does". ? is equivalent to {0,1} A character set. Matches any one of the enclosed characters. For example, '[abc]' matches the 'a' in "plain".

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ResQCX ResRules Reference Guide

[^xyz] [a-z]

[^a-z]

.

A negative character set. Matches any character not enclosed. For example, '[^abc]' matches the 'p' in "plain". A range of characters. Matches any character in the specified range. For example, '[a- z]' matches any lowercase alphabetic character in the range 'a' through 'z'. A negative range characters. Matches any character not in the specified range. For example, '[^a-z]' matches any character not in the range 'a' through 'z'. Matches any single character except "\n". To match any character including the '\n', use a pattern such as '[.\n]'.

Useful Regular Expressions: Money: [0-9]+\.[0-9]{2} Nonrefundable: (NO.*REF.*|NO RFND|NO VALUE|PENALT) Email: [0-9A-Z.@\-]+\@[0-9A-Z.@\-]+\.[A-Z]+ Date: [0-9]+/[0-9]+/[0-9]+

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ResQCX ResRules Reference Guide

5

Methods and Logic

A

s you begin to write more and ResRULEs over time, youâ&#x20AC;&#x2122;ll begin to notice that sometimes there may be different logical approaches to get the rule to do what you want. In the final analysis though, if the rule works the way you want it to and is consistent, then the method you used to get there or the specific logic you used is really of no matter. This section is intended to present some basic methods for you to use as a starting point when writing ResRULEs.

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ResQCX ResRules Reference Guide

PNR Data Configuration Items A thorough description of the different PNR Data Items available in ResRULEs is maintained in a separate document that you can reference if you like. Our purpose here is to provide some guidance on when and how to use them. To refresh your memory, PNR Data Items are used to provide information about the PNR, such as if is it an AIR only PNR, an International or Domestic itinerary, if there are multiple carriers, or if it is a one way ticket? They are also used to get information from the PNR that ResQCX can’t parse out during the datacapture process…primarily because of the different ways agencies place information in the PNR. This is generally because of the different accounting systems used, or because of the many ways agencies approach their internal processes. When using Data Items, a typical question that gets asked is, “How do I know when to write something as a PNR Data Item, or as a normal ResRule?” A rule of thumb is that you should configure PNR Data Items to provide information about or from the PNR where you’ll have several ResRULEs that need the same piece of information. This prevents you from having to repeat the same set of conditions in all the different rules. Doing it once in a Data Item is much more efficient and streamlines the processing of PNR’s by ResQCX. PNR Data Items are automatically turned on and will run whenever they have been configured and tested. PNR Data Items are such powerful features of ResRULEs that the system will not let any that are not tested to actually process. Once the conditions in a PNR Data Item have been evaluated, the action is to always set itself (which is the name of the Data Item). For instance, the AIR ONLY PNR Data Item sets itself, %AIR ONLY (YES/NO)% to either equal YES or NO. If a PNR Data Item is configured and tested, it can be used in a ResRULE and is pulled up as a variable.

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ResQCX ResRules Reference Guide

ResQCX comes with six Data Items already configured: AIR ONLY (YES/NO) CAR ONLY (YES/NO) HOTEL ONLY (YES/NO) DOMESTIC OR INTERNATIONL SINGLE CARRIER FOR ENTIRE ITINERARY SINGLE COUNTRY FOR ENTIRE ITINERARY There are dozens more that you can use, although some are GDS specific while others may relate specifically to ResMAIL.

Into Variable This function in ResRULEs is used to apply a regular expression against a captured field of information. Once the field you want is captured and stored in a label ID (such as %7%), you can have the ResRULE “go into” the information stored in the variable, look at the data it contains, and then apply a regular expression to the text. For instance, you can capture an entire text of a remark as %5%, and then “go into” variable %5% and pull out just a portion of the text. In Figure 40, a simple rule has been written to look for a remark that begins with *LF, and when it finds it, to grab the entire line of text. Section C then is where we have the rule go into the variable and apply a mask.

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ResQCX ResRules Reference Guide

Figure 40: Sample section showing the â&#x20AC;&#x153;Into Variableâ&#x20AC;? condition.

Clicking in the <Click Here For Edit Variable Screen> field in Section C brings up the Edit Variable window where you configure the regular expression.

Figure 41: Edit variable screen where regular expressions are applied.

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ResQCX ResRules Reference Guide

E di t Vari ab le Sc ree n Sample Data – Enter an example of what the text string looks like in this text field. Read From – When the regular expression is applied, you can have it start at a point in the string other than at the beginning. For instance, you can have it start reading from a specific offset (based on the numbers across the top of the screen), or you can enter a mask as to where it should start (from a space or specific characters). For example, you can tell the regular expression to start reading from offset 9 (9th position from the left), or to starting reading from the first number it comes across. Read Exact Mask – Define the mask that should be applied either at the beginning of the line, or from the offset you configured. Read Number of Characters – Once the regular expression is applied, you can tell it to continue until it has read the specified number of characters. Until Mask Reached – tells the expression to keep looking until it gets to the point in the text string defined by a mask you set here. Step 2: Read From Offset – This allows you to specify an offset for the partial results from the Step 1 area above it for where the regular expression in Step 2 will begin. Step 2: Read Exact Mask – W second regular expression that is applied to the results from Step 1. You do not need to use all of the options in this window. Only use those options that help you to uniquely apply the regular expression at the point in the response that you want.

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ResQCX ResRules Reference Guide

Looping ResRules provides the ability to loop through the conditions, repeating the same steps over as many times as you need for whatever reason. For instance, let’s say you want to look at all the Air segments and apply the same logic over and over to each one. When using looping, there are a couple of different ways to approach it. As part of the logic, you’ll alo need to decide that while it is looping, do you want it to do the same action every time, or once an action is done, to stop the rule at that point? Obviously it’s going to depend on what you are trying to accomplish with the rule.

U si ng “Al l” The easiest and simplest way to create a loop is to choose “All” from the “First/Exists” dropdown. In the scenario from above, on the section where you are looking at the Air segment, change the dropdown to “All”. You’ve now created a loop at that point. How this works in the ResRule now, is that the rule finds the first Air segment that matches whatever conditions you chose. It then continues on and runs through all the other conditions until it gets to the end of the rule and performs any actions you set. The rule now goes back to the section where you chose “All” and looks to see if there is another Air segment. If there is, it agains runs through all the sections until the end, does the actions and checks again for another Air segment. This continues until all the Air segments have been found. Once there aren’t anymore, the ResRule is done. One caution in using “All” is when creating multiple loops in a ResRule. For example, if you create a loop to look through all the Air segments, and a loop to look at all the remarks, it could cause the rule to run rather long. If there were 3 Air segments and 20 remarks, the rule loops through 60 times total.

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ResQCX ResRules Reference Guide

E nd wi th Ac tions Once Another way to create and use loops is to have the ResRule loop through a part of the PNR, such as remarks, and “End with Actions Once” when a remark is found that matches the criteria you set. This action will only run once and will stop the looping once it is activated. This can be used where it might be possible the action could be done more than once, based on the data in the PNR, but once it fires for the first time, you don’t want it to perform the action again.

U si ng “Last” Yet another common way to control looping is to get the last occurrence of something, such as an Air segment, then as the rule loops through all the Air segments, ask the question, “Is the current Air segment the ResRule is working on the same segment as the last one?” If it is true, then the ResRule knows it has looped through all of them and is done. If false, then the ResRule will continue looping and asking the same question each time.

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ResQCX ResRules Reference Guide

6

Conditional Elements

T

his section describes all the different conditions that are available in ResRULEs. Conditions are the building blocks when creating a ResRULE. They tell the rule which part of the PNR a section is working on such as Air Segments, Remarks or Ticketing Fields. They also include other functions you can use such as Format, Calculation and Add to Variable. Keep in mind that the list of conditions is from ALL the GDSâ&#x20AC;&#x2122;s. This means that some of them are common to all, while others are only available in specific GDSâ&#x20AC;&#x2122;s.

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ResQCX ResRules Reference Guide

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A cc ount N umbe r – I nte rpre ted If you have the %ACCOUNT NUMBER% PNR Data Item configured to parse an account number from a different location in the PNR other than the default location in the GDS, using this conditional element will automatically use that Data Item.

A cc ount N umbe r – PNR This will use the account number from the default location in the PNR where ResQCX expects to find it. The location is GDS specific. Sabre - DK number Apollo - Account number defined in the PNR DATA Items Worldspan - number in the CA field Amadeus - AI number

Sabre

A cc ounting Li ne s Extracts and makes available information from the accounting lines. Remark text and remark line numbers are the only subfields to choose from.

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Ad d to Vari ab le – Calc ulati on This is a function available in the conditions list that allows you to add to an existing variable. The condition takes an initial value in a variable, and then adds numerically to it, resulting in a new value. For instance, if the travel date was stored in variable %1%, you could add 30 to it and get a new date that is 30 days after it. %1% would now be reset to the new date.

The main thing to remember when using this function, is that unlike other conditional statements where the results of the line being evaluated are stored in the label ID at the end of the line, the variable you selected out to the left, Page 90 of 144 Contents are exclusive property of Cornerstone Information Systems and are not to be copied or distributed without written permission from Cornerstone Information Systems.


ResQCX ResRules Reference Guide

for example %1%, will get overwritten with the results of the calculation. You can also subtract from the value in a variable by entering a minus sign (-), as in -180, which would subtract 180 days from the To Date.

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Ad d to Vari ab le – C harac te r This function is similar to the “Add to Variable – Calculation” function, but rather than adding mathematically to an existing variable, it concatenates (appends) text to an existing text string…no mathematical operations take place. For example, in a PNR, the name appears as LAST/FIRST. We want to grab the name however, as FISRT LAST so we can include it in an email so it will look like a normal name.

So if in the ResRULE we capture the first name separately in %1% and the last name in %2%, we can put them back together in a “normal” view. We use the “Add to Variable” condition, and append %2% to the end of the existing value in %1%, and place a space between them. This results in %1% equaling the travelers name displayed as “JOHN SMITH” rather than SMITH/JOHN.

Amadeus

Ad dress Li ne This conditional element that will return information from the address lines in the PNR. There are three available subfields: Address Text Address Type Line Number

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ResQCX ResRules Reference Guide

Apollo

Ad dres s This condition parses out the entire address field from an Apollo PNR.

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Ag ent S ig n - P NR This condition returns the agent sign from the default location in the PNR. ResQCX will use this agent sign to determine which queue for the agent to use when sending PNRâ&#x20AC;&#x2122;s with errors back to them. If you want to use an agent ID from a remark or UDID or a location other than the default location, there are PNR Data Items available that you can setup that tell ResQCX where to look first, and if there is not an agent ID there, where to look second, and optionally a third location as well.

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A ir Segme nt When selected, it gives you a variety of subfields to choose from and have information displayed about things such as the carrier, the class, the from city, the segment number, etc. You can choose as many of the available subfields as you want. Airline Locator Carrier Carrier – Translated Change Details Class Class – Translated Connection (YES/NO) Destination City (Not Cxn) Destination City (Not Cxn) – Translated Duration (minutes) Equipment Type – Jet/Prop Equipment Type Code Equipment Type – Translated Flight Number From City From City CoTerm Code From City – Translated From Country Code From Country – Translated From Date From DateTime From DateTimeGMT

From Day of Week From Time Full Segment Meals Origin Carrier Code Origin Carrier – Translated Origin City Code Origin City - Translated Origin DateTime Passenger Count Segment Number Status Code Stop Count To City To City CoTerm Code To City – Translated To Country Code To Country – Translated To Date To DateTime To DateTimeGMT To Day of Week To Time

Whenever a subfield shows “Translated” along with it, this means that the field will be spelled out. For instance, “Carrier – Translated” for DL will result in “Delta Airlines”.

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ResQCX ResRules Reference Guide

Apollo

Ap oll oA TF Q This parses out information from the ATFQ lines stored in Apollo. There are a variety of subfields as listed in the table below.

Currency Code Discount Discount Applies to All Discount Code Fare Basis Code Full ATFQ Line Line Number Passenger List

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Pseudo City Code Segment List Status Ticket Designator Total Amount Tour Code Validating Carrier

AR NK S egment This condition provides information about any or all ARNK segments. The only subfield available to display is the segment number.

C al culati on Performs an inline calculation based on the data you supply to it. It can include either numbers or variables to be used in the calculation. Use the following characters to indicate the type of mathematical operation: + (Addition) - (Subtraction) * (Multiplication) / (Division)

Using Calculation lets you perform a math function against a variable, and the results are stored in a new variable, leaving the original unchanged.

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ResQCX ResRules Reference Guide

In the example, we retrieved the fare from the Apollo ATFQ line, and multiplied it by 10% to get a commission amount. You can also use the “Calculation” condition to use Visual Basic functions in a ResRULE such as STRING, or LEN. In this example we used the VB function of “LEN” which returns the number of characters in the selected text string. In our results, it accurately reported 16 characters, including text and spaces. For a listing of the different VB functions available, go to: http://www.w3schools.com/vbscript/func_len.asp

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C ar S egme nt When used, gives you a variety of subfields to choose from and have information displayed about things such as the chain code, confirmation number, the pickup city, the segment number, etc. You can choose as many of the available subfields as you want. Arrival Time Car Type CD Number Chain Code Chain Code Translated Change Details Confirmation Drop Off City Drop Off City – CoTerm Code Drop Off City Translated Drop Off Country Code Drop Off Country Code Translated Drop Off Date Drop Off Time End Date

Full Segment ID Number Passenger Count Pick Up Address Pick Up City Pick Up City – CoTerm Code Pick Up City Translated Pick Up Country Code Pick Up Country Code Translated Pick Up Date Segment Number Segment Type – GDS Start Date Status Code Supplemental Information

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C arrier/ Ci ty P ai r This is used to search through the itinerary for specific carrier and city pair combinations. This is a useful element to use when writing ResRULEs for contracts. This example will look through the PNR to see if any air segments have UA as the carrier and a city pair of INDORD.

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C arriers i n PNR This returns the carrier code of the different carriers in the PNR. If the All option is used, it will return each unique occurrence of a carrier code only once for the PNR. For instance, if AA was for segments 1/2/5, and DL was the code for segment 4, the ResRULE would only return AA once and DL once. This condition can be used to perform whatever actions you want if any of the carriers it finds matches or does not match a certain carrier, depending on the exact condition you are checking for.

Worldspan

C omm i ssi on Rem ark This used to pull the text from the CM remark in Worldspan.

Worldspan

C orp orate ID Displays information from the corporate ID field in a Worldspan PNR. Available fields are beginning of remark, line number and remark text.

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C ountri e s in P NR Reads through the PNR and looks up the country codes from an internal database, based on the 3 character city codes found in the city pairs.

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C re ati on D ate Returns the date the PNR was created in the format of “DD/MM/YYYY”. The date is extracted from the default location in the PNR for the GDS.

NOTE: To have the date displayed differently, after this condition gets the date, use the FORMAT element to change the way it appears.

Sabre

C re ati on D ate Ti me Returns the date and time the PNR was created in the format of, “DD/MM/YYYY HH:MM:SS”.

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C urre nt Que ue The current queue that is currently being processed can be identified. Conditional statements in the rule can then make a determination as to what should be done if the PNR came from one queue or another, by jumping over the conditions that don’t apply.

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ResQCX ResRules Reference Guide

Sabre

C rui se Se gme nt When selected, it gives you a variety of subfields to choose from and have information displayed about things such as the confirmation number, from point, passenger count, to city, etc. Confirmation End Date From City From City – CoTerm Code From Country Code From Country Translated From Date From DateTime From Point From Time Full Segment Passenger Count Segment Number Segment Type – GDS Ship Name

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Space Reserved Start Date Status Code Supplemental Information To City To City – CoTerm Code To City Translated To Country Code To Country Translated To Date To DateTime To Point To Time Vendor Code Vendor Code Translated

C urre nt Sc hed ule Nam e Use this condition to have a ResRULE identify if a PNR is being worked by a specific schedule, and if so, have the rule perform certain other conditions or actions based on which schedule is running.

D ec ode Em ai l Add re ss Decodes an email address referenced in a selected variable. This only decodes the ResMAIL E-mail codes and the Sabre PE field code for underscore. For example, if the GDS email address was "HELLO@BYE@@-BYE.COM", decoding it results in "HELLO@BYE_BYE.COM".

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Apollo

D el ive ry A ddre ss This returns the address from the delivery address field in the PNR.

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D ocument This condition provides multiple fields to use for retrieving information from the Document History in a Worldspan PNR. Below are listed the available subfields. Agent ID Air Fare Line Currency Code Document Base Price Document Indicator Document Number Document Total Price Document Type Endorsement Exchange Document Indicator Exchange Document Number Fare Calculation Line Form of Payment Full Itinerary/Invoice Section Full Name Invoice Additional Fee Invoice Air Fare

Sabre Worldspan

Invoice Amount Charged Invoice Equivalent Fare Invoice Exchanged Fare Invoice Number Invoice Remainder on MCO Invoice Service Fee Invoice Sub Total Invoice Tax Invoice Total Air Fare Invoice Total Invoice Amount Is Credit Card? Is Electronic Ticket? Issue Date Time Item Number Miscellaneous Amount Line SID

Em ail Add re ss Displays the email address from the default location in the PNR where it is placed by the GDS.

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ResQCX ResRules Reference Guide

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Sabre

E nc od e Email Add re ss Encodes an email address into a format supported by ResMAIL. For example, if you put "EMAIL@ONE_TWO.COM" in a database, this can give you "EMAIL@ONE@@-TWO.COM".

E nc od e Email Add re ss â&#x20AC;&#x201C; Sab re P E Onl y Encodes an email address, but only translates "_" (underscore) to "==" for Sabre's PE field.

Worldspan

E nd orseme nt Displays the information from the Endorsement field in a Worldspan PNR.

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Amadeus Apollo Galileo Sabre Worldspan

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F are â&#x20AC;&#x201C; T otal Displays the total fare amount for all the stored fares from the PNR.

F orm of P ayme nt Returns the form of payment used for this itinerary from the default location in the PNR for the GDS.

F orm at Format works on numerical data. It can change the way numbers in dates, money, and time should be displayed. For instance, you can format money amounts to always display with only 2 decimal points, and with no leading zeroes. You can format a date to display with the months as 3 characters, or with the month spelled out, and so on. For a listing of the different formats, please refer to the Appendix.

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ResQCX ResRules Reference Guide

Apollo Sabre

F re quent F lier Numbe r If there are frequent flyer numbers for the traveler, you can display information about them. This condition has a variety of subfields to choose from. Additional Information Flight Status Code Frequent Flier Number Issuing Airline Code

Line Number Name Number Traveler Name Traveling Airline Code

During the datacapture process, ResQCX automatically does a *FF to get the frequent flier numbers. However, if using SDS, this is not required.

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F ull P NR When a PNR gets datacaptured, ResQCX parses out all the information from the different fields and stores them in a way so that they can be referenced using the available conditions. However, there may be times when there is something that needs to be read from the PNR, but is not consistently in the same place. To get over this hurdle you can grab the entire PNR as a single variable. Once grabbed, the specific information you need from the PNR could then be parsed out using regular expressions.

Sabre

F ull Stru c tured P NR Displays the full PNR as it is interpreted from the SDS format.

Sabre

F uture P ric ing Li ne s Gathers information from the TKT INSTRUCTIONS field in a Sabre PNR.

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G DS C hang e A he ad 1 W ork Area This moves you ahead one work area in the GDS. You’ll notice that when you select this condition, there are not any other options for you to select or enter. Anything the rule does from this point on is done in the new work area.

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G DS C hang e Bac k 1 W ork A re a Changes your work back 1 area. Used normally to return you if you’ve previously done a GDS Change Ahead 1 Work Area.

G DS C hang e to Orig W ork Area Changes back into the original GDS screen the program was in when it began processing the PNR.

G DS I gnore Enters “I” to ignore the PNR. The PNR is removed from the screen and the program will begin working the next PNR in the queue.

G DS I gnore and Retrieve P NR Enters “IR” to Ignore and Retrieve the PNR. The program will continue working on this PNR.

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G DS M ake E ntry You can make an entry to the GDS as a condition in a ResRULE. When you make an entry on the Conditions tab rather than on the Actions tab, you’re generally doing so in order to get information from the GDS about the PNR.

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ResQCX ResRules Reference Guide

When you make an entry on the Actions tab you are generally not expecting any response back other than the normal * to indicate the entry was successful. Depending on what is in the response that comes back determines what you have the rule do next. This element consists of two subfield. The first, “Entry” is the actual entry you would type in to the GDS.

When you click on the <Click Here For Make Entry Screen> field, the following screen appears which is where you type in the entry to make to the GDS. Type the command in the “Entry” field the same as you would as if you were making the entry in a command box. You can include variables from the ResRule, from PNR Data Configurations or other sources. There are several checkboxes to control how this entry works. This Entry Results in a Double Response From the GDS: If a command you enter results in a double response from the GDS, select this checkbox. A double response occurs when an entry is made to the GDS, and the GDS initially responds back with an informational message. After a few seconds, the actual response from the entry is then returned. By checking this box, you are telling ResRULEs to ignore the first screen that it receives (the informational message), and accept the second screen as the actual results it was waiting for. This Entry Ends the Record: Does the entry you’re making end the record or not. If it does, place a check in this box Do Not Store Entry and Response…: When ResRULEs receives a response back form an entry, you can have the response stored in memory, so that if another ResRULE makes the same entry, the stored response can be used. Alternately, you can choose not to use the response that was stored, and have the rule make the same entry again and get a response.

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ResQCX ResRules Reference Guide

If there is not going to be any differences between the responses if they were made individually, you should leave this checkbox blank and let ResRULEs store and reuse the response. Maximum Move-Down Entries to Send: For the entry you are making, does the information you’re looking for in the response normally come back in the first screen, or do you have to make any move downs to get to the screen where your information is located. Enter the number of move downs needed. In the bottom part of the window is a small legend of the special keys to use to represent end-items and other characters used in the GDS that are not on a normal keyboard.

The second subfield, “Read Response” can be either a single or multiple response. The way to determine which to use, is to decide if there could be more than one “thing” from the response that you are looking for. For instance, if you were making an entry to display ticketing information and get the ticket number, there could be more than one ticket number in this PNR, you would select the “Read Response – Multi”.. When you click in the <Click Here For Make Entry Screen> the following window appears: It will initially be blank. You need to paste in what a typical response would look like for the entry being made. In this above screen, this is a response from an Apollo *T entry. The next tab, “Find Line With Information” is used to try to narrow down the response to the individual line in the response that contains what you are trying to parse out. In this example, we are looking for the line that contains full fare.

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ResQCX ResRules Reference Guide

When Test is clicked, it shows the results of the regular expression we used. Finally, on the “Read Information” tab, use a regular expression to pull out the one item we want from the line found on the “Find Line With Information” tab.

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G DS N ame Returns the name of the GDS that this rule is working in.

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G DS Re trie ve thi s P NR

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H ote l Segment

Enters the format to retrieve the PNR, such as *record locator.

This is used to select different fields from the hotel segments in the PNR. There are a large variety of subfields to choose from. You can select as many of the subfields as you need to evaluate the hotel segments. The following subfields are available from the Hotel Segment condition: Address Line 1 Address Line 2 Cancellation Policy CD Number Chain Code Chain Code – Translated Change Details Check In Date Check Out Date City Code City Code – CoTerm City – Translated Confirmation Country Code Country Translated

Currency Code Fax Number Full Segment GDS Property Code Guarantee Hotel Name ID Number Passenger Count Phone Number Rate Room Type Segment Number Segment Type – GDS Status Code Supplemental Information

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ResQCX ResRules Reference Guide

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Worldspan

I ti nerary Rem ark This conditional element looks for itinerary remarks that meet the criteria you set. You can specify that it only look for associated or unassociated itin remarks.

I T Num be r Displays the alphanumeric tour ID from a Worldspan PNR.

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J um p If Sometimes you might want to skip sections of a ResRule based upon a condition. “Jump If” accomplishes this. Jump If starts with a variable and a condition. If the condition is met, the Jump takes place. There are several options for the Jump which are the same as if you turn on jumps. This is not used that much. Turning jumps on and then configuring what to do if TRUE or FALSE gives you better control and performs the same function.

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Amadeus

N ame F ie ld Provides information from the PNR as to the travelers’ name. It can also grab any name field remarks and passenger name number.

Offi ce ID – PNR/ Cre ate This displays the office ID where the PNR was created in.

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ResQCX ResRules Reference Guide

Amadeus

Offi ce ID â&#x20AC;&#x201C; PNR/ Ow n This displays the owning office ID for the PNR where it is being processed from.

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OS I/S SR Displays information about any OSI or SSR remarks that are in the PNR. Subfields allow you to get the text, line numbers, or their type.

P NR C hange s When a PNR is data captured, information about the PNR is stored in a pre travel database. Later on, when a PNR is worked by QC for a second or subsequent time, you can check to see if certain aspects of the PNR have changed by comparing how the PNR looks now, with how it looked when it first came through QC. For instance, maybe a segment was added or deleted. If a ResRULE then needed to know if any changes have been made, you can use this element to check the PNR to see if any of the subfields listed below indicate any changes. Subfields: Air Changed (YES/NO) Car Changed (YES/NO) Has Cancelled Air Segs (YES/NO) Has Cancelled Car Segs (YES/NO) Has Cancelled Hotel Segs (YES/NO) Has Cancelled Rail Segs (YES/NO) Has Cancelled Segments (YES/NO) Has New Air Segs (YES/NO) Has New Car Segs (YES/NO) Has New Hotel Segs (YES/NO) Has New Rail Segs (YES/NO) Has New Segments (YES/NO) Hotel Changed (YES/NO)

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ResQCX ResRules Reference Guide

Itinerary Changed (YES/NO) Number of Times Checked Rail Changed (YES/NO)

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P NR OK ( YE S/ NO) This condition can be used if you have turned on “Special Option 1: Always put in PNR OK” located in the General Setup screen for the branch. When ResQCX passes a PNR, meaning that no ResRULEs or Standard QC checks entered an error for a PNR, a remark will be added stating that the PNR is OK. For example: 24 G/*IQCX 29AUG/0508PM: RECORD PROCESSED - QC/PNR OK In a ResRULE, you can use this condition and ask if the “PNR OK” remark is in the PNR. If it is, the rule knows that it has passed all other checks and is in fact ready for the next step, which is normally ticketing. In that case, the action would be to send the PNR to the ticketing queue. What you want the rule to continue on and look for, or what the actions are to be are entirely up to you. Just keep in mind that any ResRULE that has the “PNR OK” condition in it will be the last (or one of the last) rules to run. Testing a rule using this condition is a little tricky. For instance, the condition is normally set as in the below screen: You can see that it is set to YES meaning that if the remark is there, Section A would be True. Testing this though needs a little extra planning and/or setup. The problem is when testing, there probably isn’t a PNR OK remark in the PNR. So you can either paste in the remark that you copied from a PNR, or you can set the condition to NO rather than Yes just to test the logic of the rule.

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P hone Fie ld Gets information about the phone number from the default location the GDS expects to find it. If the phone number appears elsewhere, you will need to create a PNR Data Item to grab it during the data capture process. Page 108 of 144 Contents are exclusive property of Cornerstone Information Systems and are not to be copied or distributed without written permission from Cornerstone Information Systems.


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Apollo Galileo Sabre

P se ud o Ci ty C ode – P NR

Apollo Galileo Sabre

P se ud o Ci ty C ode – P NR/C re ate

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Returns the pseudo city code where the PNR is being processed.

This condition captures the pseudo city code where the PNR was created.

R ai l Segme nt Provide information about any rail segments in the PNR. There are a variety of sub-fields that can be selected. You can select as many as you need. Available sub-fields: Change Details Class of Service From Country Code From Country Translated From Date From DateTime From Station From Station – Co Term Code From Station Translated From Time Full Segment Passenger Count Segment Number

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Segment Type – GDS Status Code To Country Code To Country Translated To Date To DateTime To Station To Station – Co Term Code To Station Translated To Time Train Number Vendor Code Vendor Code Translated

Rec ei ved F rom Extracts the entry from the RECEIVED FROM – field for Sabre PNR’s.

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Amadeus Apollo Galileo Sabre Worldspan

Rec ord Locator Locates and returns the record locator for the PNR from the default location for each GDS.

Rem arks Working with the remarks in a PNR constitute a large portion of ResRULEs. It’s in the remarks that much of the agency specific information resides, and is therefore crucial to find the correct remarks and extract the information from them. The Remarks condition has either 3 or 4 subfields, depending on the GDS you are using. They are: Apollo & Sabre

Beginning of Remark Line Number Remark text

Worldspan & Amadeus

Beginning of Remark Line Number Remark text Remark Type

The “Beginning of Remark” subfield has only one operator and defaults to Exactly Matches. Enter the first few characters of the remark that you want to look for, but make sure you enter enough characters to uniquely identify the remark. For instance, if you were looking for a .U*54 entry, typing in .U* or .U*5 would not be unique enough to find the UDID 54 entry…it might find other remarks other than the one you want. The “Line Number” subfield can either return the line number for a remark that matches other subfields you set, or you can specifically enter the line number to match. “Remark Text” can be used to look through all the remarks and find text in the remark based on the operator you use (Exactly matches, Contains, Database – Exact Match, and so on).

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“Remark Type” is used in Amadeus and Worldspan to search for a specific remark type as it was entered into the PNR.

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Re sRUL E A c tion: Add E rror Adds an error message to the PNR as a conditional action. Use “ResRULE Actions: Add Error” to add an error message to the PNR from within the conditions page, where you have the option of jumping over other actions you don’t want performed. Contrast this to doing actions on the actions tab, where all the actions are done. For example, if you had 2 or more possible error messages you needed to add based on the error the ResRULE found, placing each of them on the Conditions Tab as ResRULE Actions lets you jump over the error messages that don’t apply. If the same error messages were all configured on the Actions tab, then all the error messages would be entered, whether they applied or not.

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Re sRUL E A c tion: Di sab le C hec k Last 5 Re sp onse s This is in situations where it is likely that the last 5 responses from the GDS are the same i.e. entering remarks. In this case, if you entered 6 remarks, you would get six similar responses back from the GDS indicating successful entries made. By default, 5 responses in a row are considered errors, where in actuality it is what you expected. If disabled, it will remain disabled for all the remaining ResRULEs (unless you use the “ResRULE Action: Enable Check Last 5 Responses”), then be reset for the next PNR. There are no options other than selecting it.

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Amadeus Apollo Galileo Sabre Worldspan

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Re sRUL E A c tion: Enab le Chec k Last 5 Re sp onse s Re-enables the default option of having the rule consider 5 similar responses as an error.

Re sRUL E A c tion: Se nd to Ag ent’ s Que ue Sends the PNR to the queue for the agent ID from the PNR. The “Agent Queue Drops” table must be configured, otherwise it is sent to the unknown agent queue. You do not have the option to enter a specific queue. If that is what you want, use the “ResRULE Action: Send to Queue”.

Re sRUL E A c tion: Se nd to Que ue Specify a queue to have the PNR sent to. You can also include categories

Re sRUL E A c tion: Se t PNR D ata I te m You can reset the value of a Data Item from a ResRULE. For instance, if you have a ResRULE that restores the fare at a different amount, you might want to reset the savings code or low fare data items to new values.

Re sRUL E A c tion: S tore D atabase D ata I tem This stores a variable or data item from a PNR in an internal database used by ResQCX. The next time this PNR passes through QC, the data items stored for this PNR can be made available. For example, let’s say you want to send an e-mail to the traveler only the first time the system processes a PNR. This condition could set a data item called “EMAIL SENT” to YES. The next time the PNR gets processed and this rule runs, it will pull up the data item “EMAIL SENT” and see if it is set to YES.

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If it does contain “YES”, it would not send the e-mail. If it hadn’t been set, then it will send an email and set the ResRULE Data Item to “YES”. A record is created in an internal database using the record locator as the key, and a field (in this case) called EMAIL SENT is created and the value for this record is set to YES. The record is permanent and can be referenced any time this record is reprocessed back through ResQCX.

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Re sRUL E A c tion: S tore ResRUL E Data I tem Stores a value as a data item you name that can be used in a later rule. ResRULE Data Items are only used within ResRULEs and are only valid from the point where they are stored until the last ResRULE ends. When the next PNR is processed, the value of the ResRULE Data Item is rewritten. Do not confuse these with PNR Data Items, as they are available anywhere the PNR is used (other modules), while ResRULE Data Items are only available in ResRULEs. Use this condition when you have a variable that you’ve calculated or evaluated and you need to pass the results for use in another rule. Rather than recreating the steps needed to get the same results, since another rule already calculated it, simply pass it to a later rule.

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Re sRUL E A c tion: T urn C hec k Off Specifies a standard Quality Control check to be turned off. For example, if Comprehensive Low Fare is turned on for this branch, you can specify that when a PNR has a remark that it shouldn’t be run through CLF, you can set this action turn it off. The action is for this PNR only.

Re sRUL E A c tion: T urn C hec k On Specifies a standard Quality Control check to turn on. For example, if Waitlist Clearance is turned off for this branch, you can specify that when a PNR meets

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the criteria you specify indicating that a PNR needs to be checked by that module, you can have this action turn it on. The action is for this PNR only.

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Re trie ve D atabase I tem This condition will retrieve a previously stored Database Data Item that you entered into an internal database the first time this PNR was processed. Enter the name of the data item you want to get from the database of stored data items. The value of the Data Item is retrieved and then stored (in the example above) in the label ID %1%.

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Re trie ve R esRUL E Data I tem Retrieve a ResRULE Data Item that you saved in an earlier ResRULE. The contents of the data item can now be used in a later ResRULE. You can only retrieve ResRULE Data Items that have been stored from an earlier (lower numbered) ResRULE.

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S eat A ssig nme nt Retrieves information about the seat assignments for the specified air segment(s). Available subfields are: From City Full Text Name Number Seat Number

Segment Number Status Code To City

Note: For testing, a window will open and you will be prompted to enter a typical screen display response in the window to test against. When running real-time, this doesn’t need to be done.

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S egme nt This condition can have a ResRULE work any type of segment, including those other than AIR, CAR or HTL and return only those that meet the criteria set in the subfields. The different subfields you can use are generic to all types of segments, such as segment type, segment number, status code, and others.

End Date Full Segment Hidden Text Passenger Count Printable Text

Segment Number Segment Type – GDS Segment Type – Interpreted Start Date Status Code

There are a couple of options on choosing the Segment Type. “Segment Type – GDS” means it will look for the exact type you choose. Be careful though, because if you set the type to equal CAR for instance, it will not see a CCR segment. To overcome that, choosing “Segment Type – Interpreted” and setting it to CAR, it will now see both types of CAR segments (CAR and CFCR). The same logic applies to hotel segments (HTL and HHL).

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Apollo

S egme nt – Ac tual End Date Full Segment Hidden Text Passenger Count Printable Text

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Segment Number Segment Type – GDS Segment Type – Interpreted Start Date Status Code

S e t Variable – C al c ul ati on This is a function that can preassign a value to a variable that can then be used later in the ResRULE. How the variable gets set doesn’t matter to the ResRULE. For instance, you can type in a value, or have it assigned from a variable. This function is used when working with arithmetic values that you may later want to perform mathematical operations on, such as dates, times or monetary amounts. One common method used is set to a variable to a blank or null value. Think of it as a placeholder for a label ID, such as %1%. Later on you’ll actually place something into %1%.

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S e t Variable – C harac te r This is a function that can preassign a value to a variable that can then be used later in the ResRULE. How the variable gets set doesn’t matter to the ResRULE. For instance, you can type in a value, or have it assigned from a variable. This function is used when working with character strings, such as error messages, remarks, GDS entries, etc. One common method used is set to a variable to a blank or null value. Think of it as a placeholder for a label ID, such as %1%. Later on you’ll actually place something into %1%. For instance, let’s say you have three possible error messages that could be entered into a PNR, but only one of them will be used.

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Set a variable (say %1%) to a blank. Then as your rule runs and evaluates which of the three error messages is appropriate, you set %1% to equal the text of the error. This way, the rule can jump over the error messages that don’t apply, and go to the one that needs to be entered. On the Action tab, you set an action “Add Error” and set that to %1%. This way, when the action fires, whatever the current value of %1% is will be entered as the text of the error message.

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Apollo

S kip Ac ti ons I f There are times where your ResRULE has Actions but you want to skip them under certain conditions. “Skip Actions If” accomplishes this. It is only available in the last section of the ResRULE. Select a variable and enter the condition…if the condition is true, the actions are skipped.

T ic ke ting Date Looks only at the ticketing date from the PNR. To get other information, use the “Ticketing Fields” element.

T ic ke ting Fiel d s Looks in the default location for ticketing information, and returns what is found there.

TRM Ks Locates and returns information from Apollo T- remarks. The available subfields are: Beginning of Remark Line Number Remark Text Page 117 of 144 Contents are exclusive property of Cornerstone Information Systems and are not to be copied or distributed without written permission from Cornerstone Information Systems.


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U se r D B Re cord This is an additional condition that lets you work with databases. Previously, the only way to reference a database was to look up a key in a selected database. For the most part, that may have worked, but there were limitations to its usefulness. This condition lets you look in any data field in the database and use the different operators to find records that match the criteria you set. For instance, if you have a database tracking unused tickets, you can now search through it and have all the tickets for “John Smith” located or all those for a specific carrier, and have the rule display the ticket number for each instance.

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Variab le This condition allows you to work with the value previously captured and stored in a label ID (such as %4%). This is useful in cases where you need to reference the value stored in a variable multiple times. This way, you don’t need to keep recapturing it time and again…once you capture it the first time you can recall it anytime later on in the ResRULE (as shown in the figure below). The “Variable” condition is many times used with the “Into Variable” operator. Once you’ve captured data in a variable, you generally want the ResRULE to parse out a portion of it for use or to check against.

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Variab le – Mul ti Entry Similar to the “Variable” condition described above. It is used when a “GDS Make Entry” results in a multiple response containing more than one valid result from the criteria that was used. This can be used similar to other conditions, in that you can work with the First result, the Last one, or All of them. Page 118 of 144 Contents are exclusive property of Cornerstone Information Systems and are not to be copied or distributed without written permission from Cornerstone Information Systems.


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7

ResRULE Actions

N

umerous actions can be configured on the Action tab for a ResRULE. Whether the actions run or not depends on what the rule does. Once the rule gets to this tab, all the actions will runâ&#x20AC;Śthere is no way to pick and choose which ones should run. If you need to discriminate between certain actions running or not, you can configure the rule to do these on the conditions tab. That way you have the option of jumping over any that donâ&#x20AC;&#x2122;t apply. Also remember, the actions performed via the Actions tab are held off and do not actually occur until the last ResRULE runs.

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Ad d Ke y and D ata to a Database This action adds a new record to a database you choose. When selected, clicking on the white text field will open up a popup window where you can select the database you want to add to. In the different fields (Key, Data 1, Data 2, etc.) enter either static text or variables that you want to add. When the action runs, a new record with a key and other data are created in the database you choose. Be careful using this option because ResQCX will allow a duplicate record(s) to be created and added to the database if this action is performed more than once. This can cause problems when trying to read from the database because the rule would grab the first occurrence. To prevent this, you might want to add steps to first remove the record if it’s already there and then re-add it, or you can have the rule check to see if it’s already in the database…if not go ahead and add it…if it is there, end the rule with no actions.

Ad d Error Add the text you defined to the PNR using the qualifier you setup for the branch (usually a Q/, Q#, etc.). Depending on how you have the branch configured, ResQCX will remove these error messages from the PNR (the default setting) or you can have them remain (Standard QC Check #215 “Do Not Remove Error Messages”).

Ap pl y a Sc hed ule to Thi s P NR This action will apply a schedule you’ve created to have something done to the PNR at a later date and time. As part of applying the schedule, you need to select the appropriate schedule and the branch where the schedule is to run. For information on setting up schedules, please reference the appropriate section in Chapter 2 on creating and setting up schedules.

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C re ate a T ransl ated PNR (Re sM AIL) This action is for Cornerstone testing and use only.

E nd QC of T hi s P NR Now (QR) This action causes ResQCX to immediately abort the processing of the current PNR, and return to ResQCX where a Queue Remove will be done. ResQCX will move on to the next PNR in Queue and begin processing that one.

M ake E ntry This makes an entry to the GDS based on the combination of static text and/or variables used as part of the entry. Clicking on the blank text field brings up the Entry Details screen. In the Entry field, enter the text for the entry. This can be either text or variables captured from the PNR and included as part of the entry. For instance, you can capture a segment number as a variable, and then place the variable in the position where a segment number would be read. When making the entry, you also have three other checkboxes youâ&#x20AC;&#x2122;ll need to select, based on the entry being made. This Entry Results in a Double Response From the GDS: If the entry being results an informational type message response back from the GDS first, and then the ACTUAL response comes back, place a check in this checkbox. This entry can be combined with other entries using enditems: Check this option in order to string entries together whenever possible so as to reduce the number of hits to the GDS. This entry should only be sent onceâ&#x20AC;Ś: If you have several rules all making this exact same entry, check this option to prevent it from being more than once. This is only valid for this run of ResRULEs. If sent back through ResRULEs again, the entry could be entered once again.

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Towards the bottom of the screen are the different keys you can use in lieu of the special keys for each GDS.

Rem ov e a Key from a Database This action will remove a record from the selected database, based on the value of the key. No other fields are required. If the database has multiple records based on the same key, this action will remove all of them.

Rem ov e a Sched ule from the P NR This action removes a selected schedule that has been applied to a PNR.

R un A nother Re sRUL E You can string (daisy chain) a sequence of ResRULEs together so that a specific series of them will run one after another. Rather than having the ResRULEs for a PNR run in the order they were created, you can write conditions into the ResRULE so that if they are true, you can perform certain actions, one of which will be to jump to another ResRULE and run that one. Any rules between them will not be ran.

S end E - Mail Me ssage ResRULEs can compose and send an e-mail message to any recipient and can include information captured from the PNR as variables. You must be using the ResMAIL module in order for this action to work. Clicking on the blank text field for this action causes the “Send E-Mail” screen to popup. There are several tabs that you’ll need to configure in order for the email to be sent.

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The “From” tab is where you’ll enter the information identifying who this email is coming from. You can either enter a default text that will appear in every email can set it as a variable. For instance, if you have an agents table containing the email for every agent, the rule can get the agent ID, look up the corresponding email address from the table, and have it inserted in place of the variable name. Next, the “To” tab is where you need to enter who the recipient(s) of the email are. Again, you can enter either static text or include variables, if that’s how you captured the email address from the PNR. Finally, in the “Message” tab, compose the body of the message to be sent. Just as on the other tabs, you can include either static text or variables in places where the information changes from one PNR to the next. The last tab, “Attachments” can be used if you want send any attachments along with the email, such as feedback forms or surveys.

S end to Age nt’ s Que ue This can have the PNR sent back to the agent’s queue when there aren’t any errors added. The agent must have an entry in the Agent Queue Drops table. When an error is added to the PNR, it will automatically be sent back to the agent based on the agent ID from the PNR. There may be times though when you want to send it back to the agent when there aren’t any errors. There aren’t any other options other than selecting the action itself.

S end to Que ue This action sends the PNR to the queue you enter. If the queue is in the same pseudo city code/office ID where the PNR was created, just enter the queue number along with any prefatory codes or categories. Otherwise, enter the pseudo and queue combination in the appropriate format for the GDS.

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S e t P NR Data I tem This action will set (or change) the value of a selected Data Item. PNR Data Items run and are evaluated during the datacapture process with the results being stored in the Data Item as a variable. You can set the value for a currently blank PNR Data Item, or change the current value of an existing one. You may want to do this based on the ResRULEs that run. For instance, one of your Data Items may be the %FULL FARE% Data Item which is done at datacapture. However, if a rule runs and determines a different full fare for this PNR, you can have the action change it to the new value.

S tore D atab ase D ata I tem Performs the same action as described in “ResRULE Action: Store Database Data Item”.

S tore ResR ULE D ata I tem Performs the same action as described in “ResRULE Action: Store ResRULE Data Item”.

T urn C hec k Off This will temporarily turn off any of the standard QC checks available in ResQCX that are on. See the Appendix for a listing of all standard QC checks.

T urn C hec k On This will temporarily turn on any of the standard QC checks available in ResQCX that are off. See the Appendix for a listing of all standard QC checks.

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T urn L i st of C hec ks Off This will temporarily turn off a group of selected standard QC checks available in ResQCX that are currently turned on. See the Appendix for a listing of all standard QC checks.

T urn L ist of C hec ks On This will temporarily turn on a group of selected standard QC checks available in ResQCX that are currently turned off. See the Appendix for a listing of all standard QC checks.

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8

Operators

T

here are numerous operators provided to you in a ResRULE that let you compare different pieces of information to each other. For example, you can check to see if a carrier code exactly matches UA, if a departure date is later then 15 November, or if the account number from the PNR is in a list of valid numbers. You can even use these operators in “reverse” fashion, by asking if the carrier code doesn’t exactly match DL. There aren’t really any right or wrong way to use these, but depends more on the logic you are using in the ResRULE and selecting an operator that works best to get the results you want.

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M atc h Any This is the only comparison where the text field to the right will always be blank. When used, it will result in a “True”, regardless of what is in the selected field, even a blank, or null value. You might use this to grab the data in a field that sometimes contains data and sometimes doesn’t. Subsequent steps can then verify what was captured, doing one thing if there was actual data, and maybe doing something else if the field was blank. Either way, the intent is to have the rule continue and NOT end no matter what is found.

C ontains This operator takes the selected field and checks to see if it contains the text string you entered, anywhere in it. The text you define can consist of letters, numbers, special characters (such as *, \, -, etc.) and variables. This can be a tricky operator and you need to be careful in using it. For instance, let’s say you want to look for the first remark that contains FORMAT in it. When it runs though, it doesn’t find the remark you expected, but found one with the word INFORMATION in it. It returned a “True” result, but obviously not what you were looking for. The rule did what you told it to do, but not what you expected it to do. When using Contains, be sure you write the rule so that it finds what it’s supposed to, taking into consideration the other possible ways what you’re looking for could be in the PNR.

D oe s N ot Contai n This works opposite to the “Contains” operator. It will only return a “True” result if the field does not contain the text you define.

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E xac tl y Matche s When used, this operator compares the selected field against the text you enter to the right of the operator. What you type into the text field, is exactly what is looked for in the PNR. If the selected field in the PNR has anything more in it or anything less than what you typed, (extra spaces, characters, letters, etc.) it will return a “False” result. This will only be “True” when the field from the PNR is exactly the same as what you entered.

D oe s not E xac tly M atc h Works opposite to the “Exactly Matches” operator. This will only return a “True” result if the field from the PNR is different from the text you enter.

C ontains a Mask Searches for a text string in a selected field, based on the regular expression (mask) you define. For instance if you enter an expression of [A-Z]{6}, The rule returns a “True” result if the regular expression finds a match, in this case six letters, anywhere in the selected field from the PNR.

D oe s N ot Contai n a Mask Works opposite of the “Contains a Mask” operator and returns a “True” result if the field does not contain the configured regular expression anywhere in it.

E xac tl y Matche s a Mask Returns a “True” result if an exact match is found for the regular expression entered into the text field. The expression can use a combination of static text and variables.

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This is different than the “Contains a Mask” operator above, because the selected field has to have a text string that exactly matches the regular expression you define. For example, a mask of [A-Z]{6} will only return a “True” if the field you’re looking in has six letters…not five letters, not seven letters, but only six.

D oe s N ot E xac tly M atc h a M ask Works opposite of the “Exactly Matches a Mask” operator. This will only return a “True” result if the field is made up of anything other than what you define in the regular expression.

I n a Li st This option lets you list a variety of possible matches into one operator. The different items in the list can be any type of alphanumeric characters, special characters, or variables. Each item is entered into the text field, separated by a comma with no spaces. When it runs, it will look in the selected field and return a “True” if that field exactly matches any one of the items in a list. You are basically setting up several “or” statements…it’s true if itemA matches, or ItemB, or ItemC.

N ot i n a Li st Performs a comparison opposite to the way the “In a List” operator works. It will only be true if the selected field holds data that is not one of those entered into the list.

C ontains One of a L ist Using this operator is similar to “In a List”, except that if the field you are looking at contains one of the entered text strings from the list anywhere, it will return a “True”. Use caution when using and be sure of what you’re looking for. Page 129 of 144 Contents are exclusive property of Cornerstone Information Systems and are not to be copied or distributed without written permission from Cornerstone Information Systems.


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D oe s N ot Contai n One of a Li st Returns a “True” result if the selected field does not have any of the list items appearing anywhere it.

E qual T o Mathematical operator that returns a “True” result if the numeric value from a field in the PNR (such as the fare) equals the amount you entered in the text field.

N ot Eq ual T o Mathematical operator that returns a “False” result if the numeric value from a field in the PNR (such as the fare) is not the same amount you entered in the text field.

Be twee n Checks to see if the numeric value you select falls within a defined range. The range consists of the lower limit and the upper limit separated by a comma. For instance, if you get the data of travel, you can ask if it is between “01JAN,31MAR”. If it is, a “True” result will be returned.

N ot Be twee n Checks to see if the numeric value you select doesn’t fall within a defined range. The range consists of the lower limit and the upper limit separated by a comma. For instance, if you get the data of travel, you can check to make sure it doesn’t fall within a certain timeframe, as in “01JAN,31MAR”. If it does, a

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ResQCX ResRules Reference Guide

“False” result will be returned. It is only “True” if the date is not in that range.

G re ater T han Use this operator to check if a selected numeric value is greater than, or more, than the amount you entered in the text field.

G re ater T han or Eq ual T o Use this operator to check if a selected numeric value is greater than or equal to the amount you entered in the text field. For instance, a “True” result is returned if you asked if $1267.00 is Greater Than or Equal To $1000.00. It would also be true if the amount you’re comparing was $1000.00, but false if it was $999.99.

Le ss Than Use this operator to check if a selected numeric value is less than the amount you entered in the text field.

Le ss Than or E qual T o Use this operator to check if a selected numeric value is less than or equal to the amount you entered in the text field. For instance, a “True” result is returned if you asked if $750.00 is Less Than or Equal To $1000.00. It would also be true if the amount you’re comparing was $1000.00, but false if it was $1001.00.

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D atabase – Exact M atc h This operator searches through a selected database for a key that exactly matches what is in the text field. You can use alphanumeric strings, special characters, variables or regular expressions as the criteria of what to search for. Once a matching key is found, the data in the other fields for that record can be referenced. For example, a database holding itinerary remarks to enter for each country, can have a step that gets the destination country, and looks in a database to see if that country code is entered as a key for any of the records. If a match is found, the ResRULE can then use the information in Data1, Data2, etc. as input into the ResRULE.

D atabase – Contains Searches for a record in a selected database whose key contains the text string you entered, The string can be the same as any of the same types described above.

N ot i n D atabase – Exac t This operator searches through a selected database for the key that doesn’t exactly match what is in the text field. You can use alphanumeric strings, special characters, variables or regular expressions as the criteria of what to search for. You can use the different instance selectors, such as First/Exists, Last, All, etc. as part of the overall logic for this operator.

N ot i n D atabase – C ontains Searches for a record in a selected database whose key doesn’t contain the text string you entered, The string can be the same as any of the same types described above.

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I nto Variab le This operator is used when you want ResRULEs to actually “look” at a captured variable, primarily to view it and parse out a single piece of information from the variable. For instance, if you have a remark that contains an exchange ticket number, you can have the ResRULE find and capture the remark text for example in %4%. Your final intent maybe, is to get the ticket number and look it up in a database. Once captured, you’d use the Into Variable to go into %4% (which holds the entire text) and using regular expressions, extract just the ticket number. For more information on using the Into Variable operator, please reference the appropriate section in Chapter 5, Methods and Logic.

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Appendix 1: PNR Data Items ACCOUNT NUMBER

Use this data item if your account number is different than the standard. When defined use Account ID Interpreted in a ResRULE. User Defined will be stored in database For Amadeus– AI field For Apollo – CA ACCT-nn@account no For Sabre – DK number For Worldspan – CA field

ADDITIONAL ITINERARY REMARKS

For ResMAIL only. This data item will print in addition to and following the remaining non-associated itinerary remarks. It will print above any canned remarks entered via %CANNED REMARKS%.

ADDITIONAL TICKET INFORMATION

For ResMAIL only. This data item can be used for service fees on non-ticketed itineraries, or any other verbiage you may need to add. The information appears directly below the default ticket information or under %ITINERARY BOTTOM TEXT% if configured.

AIR ONLY (YES/NO)

Pre Programmed Data Item that checks to see if the PNR has only air segments, and returns a result of NO or YES.

BOOKING DATE

Replaces former Booking date expression on QC Branch Setup Datacapture tab.

BOOKING LOCATOR TEXT

For ResMAIL only. This data item will override the existing text and locator that appears at the top. (e.g. Booking Locator: SQEWXR) It will be the user’s responsibility to add the Record Locator to the data item.

BRANCH ID

User Defined PNR Data Item to locate the branch ID from the PNR

CANNED REMARK PSEUDO/OFFICE ID –

For ResMAIL only. This data item should be configured to grab

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PRIMARY

the appropriate pseudo city to reference canned remarks for. %CANNED REMARKS% as well as the Canned Remarks table under Module Setup must be configured as well.

CANNED REMARKS

Apollo ResFAX/ResMAIL This data item should be configured to tell the program where to locate canned remarks. A default set of conditions are provided for Apollo. %CANNED REMARK PSEUDO% and the Canned Remark database under Module Setup must be setup in order for ResMail to correctly interpret and print canned remarks.

CAR ONLY (YES/NO)

Pre Programmed Data Item that checks to see if the PNR has only car segments, and returns a result of NO or YES.

DEFAULT EMAIL/FAX/ SEND ADDRESS

Allows for a user specified email address or fax number when the standard 5EMAIL or 5FAX remarks are not present. The format of the data item must be FAX<faxnumber> or EMAIL<email address>. Spaces are acceptable as well as any character separator used for the faxnumbers. Only a single fax number is supported, however multiple email addresses can be specified by separating them with a semi-colon.

DEFAULT PE

This data item is for Sabre agencies who store their email address in the PE field. It can be set to ALL or a comma delimited list (i.e. 1,2,4). **Sabre use only*

DELIVERY DATE

This data item is used to define where in the PNR you place your delivery date.

DFR SAVINGS AMOUNT

For Daily Fare Review. This data item is used to change the amount to save from the amount defined in the DFR setup.

DH CC FORMAT (ALL/FIRST5/LAST4) (WORLDSPAN ONLY)

For ResMAIL only. This data item formats the display of the credit card numbers when using Document History. The credit card type will be displayed along with the FIRST5, LAST4 or ALL digits. Non-displayed digits are replaced with a dot. **Worldspan use only**

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DIVISION

This data item is used to define where you place the division number in the PNR.

DOMESTIC OR INTERNATIONAL

Pre Programmed Data Item that checks to see if the PNR has only domestic or international air segments, and returns a result of I or D.

DONâ&#x20AC;&#x2122;T PROCESS FARE CALC LINE (YES/NO)

If this is set to yes, then when processing the stored fare in QC, the fare calc line will not be processed and remarks for unable to read fare calc line and unable to match segments will not be entered into the PNR.

FULL FARE

User Defined PNR Data Item that locates the full fare from the remarks and extracts the dollar amount of the full fare (stored in database).

FULL QC AFTER START

When set to YES will perform full QC functionality including ResRULES even after travel has started.

HIGH FARE

User Defined PNR Data Item that locates the high fare from the remarks and extracts the dollar amount of the high fare (will not be stored in database).

HOTEL ONLY (YES/NO)

Pre Programmed Data Item that checks to see if the PNR has only hotel segments, and returns a result of NO or YES.

INFOTRIEVER (NO/YES)

For ResMAIL only. This data item disables the use of Infotriever. If the value is set to NO, data will not be sent to Infotriever, nor will any Infotriever links appear in the output. Infotriever is a 3rd party program that allows itineraries to be inserted into Outlook.

INFOTRIEVER LOCATION (TOP/MIDDLE/BOTTOM)

For ResMAIL only. This data item can be configured to control the location of the Infotriever link in the Itinerary output. TOP will place it in its current location at the top of the output just above the Itinerary. MIDDLE will place it below the itinerary and above the remarks, and BOTTOM will place it below the remarks at the bottom of the page.

INVALID TIME LIMIT QUEUE (SABRE ONLY)

If an error is received at end transaction that requires the TAW

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ResQCX ResRules Reference Guide

line to be changed, upon changing it, the PNR will be queued to the queue specified in the data item. ITINERARY BOTTOM TEXT

For ResMAIL only. You can configure this data item to grab the information you want to print on the bottom of the itineraries. You will have to either parse it out of the face of the record, or do a gds make entry and read the response. You will set the data item value to the variables you defined in the conditions. Use %SYSNEWLINE% to begin a new line. **If the following data item is configured, only this info will appear on the bottom of itineraries. It overrides the regular ticket information that prints. You can turn this on by specific accounts by adding in an ‘account number’ condition.

ITINERARY BOTTOM TITLE

For ResMAIL only. The default for the title is ‘Ticket Information’; you can specify this title to something else if you desire. It works in conjunction with the data item above %ITINERARY BOTTOM TEXT%

ITINERARY FARE TEXT

For ResMAIL only. This data item will override the existing text and fare that appears. (e.g. FARE: $427.00) It will be the user’s responsibility to add the Fare Amount to the data item.

LOW FARE

User Defined PNR Data Item that locates the low fare from the remarks and extracts the dollar amount of the low fare (will be stored in database).

MISSING CAR OK REMARK MISSING HOTEL OK REMARK PF_RPT TEMPLATE NAME

Alternate Crystal Reports template that can be used.

RF_RPT TEMPLATE NAME

Alternate Crystal Reports template that can be used.

QC CHECK SEATS FOR ALL CARRIERS/CLASSES

When set to YES, this will override the carrier/class restrictions on QC check #4 and check for seats for all carriers/classes.

QUEUE TO AGENT ID – PRIMARY

If you want to use an agent sign different than the default one from the PNR, configure this data item. The agent sign found here will be stored as the agent sign in the database. If the

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ResQCX ResRules Reference Guide

agent sign is not in the field defined here, the program will look for the Agent ID Secondary 1. You must assign a “to” PCC if using this. QUEUE TO AGENT ID – SECONDARY 1

If neither the Primary Agent ID nor the one defined here, the program will look for the Agent ID Secondary 2.

QUEUE TO AGENT ID – SECONDARY 2

If neither the Primary Agent ID or the Secondary 1 or the one defined here is in the PNR, the PNR will be sent to the unknown agent queue.

QUEUE TO AGENT QUEUE

If this is defined the program will use this queue and ignore the agent queue drop table.

QUEUE TO PSEUDO/OFFICE ID – PRIMARY

Sabre – from the *P6 field. All others need to be defined. If the Pseudo City is not in the field defined here the program will look in the Queue to Pseudo Secondary 1.

QUEUE TO PSEUDO/OFFICE ID – SECONDARY 1

If the Pseudo City is not in the Queue to Pseudo Primary, and it is not in the one defined here, it will look at the Queue to Pseudo Secondary 2.

QUEUE TO PSEUDO/OFFICE ID – SECONDARY 2

If the pseudo city is not in either the Queue to Pseudo Primary or Secondary 1 or the one defined here, the PNR will be queued to the Unknown agent queue.

REMARK FOR SEGMENT 0

For ResMAIL only. This will print in addition to and following, any segment 0 associated remarks at the top of the itinerary.

REMARK FOR SEGMENT N

For ResMAIL only. This will print in addition to and following any segment N associated remarks following segment N in the itinerary. This data item can be duplicated for up to 99 segments. Be sure to leave a space between SEGMENT and the number, and no space after the number. For purposes of default data items so that the correct names are used, 1 - 10 will be pre-loaded but not configured.

RESMAIL FROM ADDRESS

For ResMAIL only. When this is configured, ResMail will use the value from this data item as the ‘FROM’ address when sending emails. This allows travelers to reply directly to the agent.

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ResQCX ResRules Reference Guide

**Must be sending emails via SMTP in order for this data item to work. RESMAIL FROM NAME

For ResMAIL only. When this is configured, ResMail will use the value from this data item as the ‘FROM NAME’ when sending emails. **Must be sending emails via SMTP in order for this data item to work.

RESMAIL ITIN EMAIL SUBJECT – PRIMARY

For ResMAIL only. This data item can be configured to change the default email subject line for ResMail itineraries.

RESMAIL ITIN EMAIL SUBJECT – SECONDARY 1

For ResMAIL only. This data item can be configured to change the default email subject line for ResMail itineraries in cases where the conditions from EMAIL SUBJECT – PRIMARY are not met.

RESMAIL ITIN EMAIL SUBJECT – SECONDARY 2

For ResMAIL only. This data item can be configured to change the default email subject line for ResMail itineraries in cases where the conditions from EMAIL SUBJECT – PRIMARY and EMAIL SUBJECT – SECONDARY 1 are not met.

RF_RPT TEMPLATE NAME

Sets the template names to be used for Flight Options

PF_RPT TEMPLATE NAME

Sets the template to be used for Itinieraries

SAVINGS CODE

User Defined PNR Data Item that locates the savings code from the remarks and extracts the code (will be stored in database).

SHOW CODE WITH AIRPORT NAME (YES/NO)

For ResMAIL only. This data item can be used to put the Airport code in Parenthesis preceding the Airport Name on the ResFAX output.

SHOW DH ENDORSEMENT (YES/NO)

For ResMAIL only. This data item will control displaying the ENDOR section of the DH display on the Ticket Information section. **Worldspan use only**

SHOW DH FARE CALC (YES/NO)

For ResMAIL only. This data item will control displaying the Fare Calculation line from the DH in the Ticket Information section. **Worldspan use only**

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SINGLE CARRIER FOR ENTIRE ITINERARY

Pre Programmed Data Item that checks the PNR to see if there is only one carrier for the entire itinerary. If true, it will result in the carrier code being stored in this variable.

SINGLE COUNTRY FOR ENTIRE ITINERARY

Pre Programmed Data Item that checks the PNR to see if there is only one country in the itinerary. If true, the country code is stored in this variable.

SUPPRESS ASSOCIATE NAME (YES/NO)

Worldspan TVL segments. When set to YES, will prevent the words “associate name” from appearing in the itinerary output. /AN- is required on TVL segments that use ZZ as the vendor code. Specifying /AN-* will effectively over ride that requirement and allow you to specify text in the freeform fields /FF1- etc for printing on the itinerary output. Otherwise, the new data item will allow you to specify freeform data in the /AN- field without seeing the words “associate name” appearing in the output.

SUPPRESS EMPTY DH INVOICE (YES/NO)

For ResMAIL only. If this data item is set to YES, it will suppress the display of the Invoice section, if all elements have a value of zero. Ticket/Document #s and Airfare/Charge amounts for each document will still print if present. **Worldspan use only**

SUPPRESS FARE ON ITINERARY (YES/NO)

For ResMAIL only. When set to YES, this data item will prevent Fares from showing on the top of the itinerary.

SUPPRESS LOCATOR ON ITINERARY (YES/NO)

For ResMAIL only. When set to YES, this data item will suppress the Booking Locator from appearing at the top of the output.

TICKET INFO BEFORE ITIN REMARKS (YES/NO)

For ResMAIL only. When this data item is set to YES, will display the Ticket Information section (including %ADDITIONAL TICKET INFORMATION%) immediately following the last segment, before the Itinerary Remarks section.

UDID/SORT 01 (THROUGH 99)

User Defined will be stored in database

USEPAC (YES/NO)

For ResMAIL only. If this data item is set to YES, program will issue *PAC to get list of active tickets instead of using *T to get list of voided tickets. *HAC is still used to gather dates and Invoice numbers. Page 140 of 144 Contents are exclusive property of Cornerstone Information Systems and are not to be copied or distributed without written permission from Cornerstone Information Systems.


ResQCX ResRules Reference Guide

**Sabre use only** USE 4* FOR STORED FARE (YES/NO)

For ResMAIL only. If the value is set to YES, 4* will be used in place of 4*Q for retrieving the stored fare. The data item must be set for the system to use 4*. **Worldspan use only**

USEDH (YES/NO)

For ResMAIL only. If this data item is set to â&#x20AC;&#x153;YESâ&#x20AC;?, or usedh.txt exists, then the DH data will be used on fax/email output. **Worldspan use only**

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ResQCX ResRules Reference Guide

Appendix 2: Formats #

Digit, but do not include leading or tailing zeros. All digits to the left of the decimal point are displayed.

Using “###” 129 will show as “129” 12 will show as “12”

0

Digit including leading or trailing zeros.

Using “000” 129 will show as “129” 12 will show as “012” To force a number, such as a fare, to show as five digits a decimal and two digits, use “00000.00”. Using this, 129 will show as “00129.00” and 1499.95 will show as “01499.95” To force two decimal places but a varying number of digits to the left of the decimal, use “#0.00”. Using this, 129 will show as “129.00” and 129.40 will show as “129.40”. “#” and “0” can be used in any combination.

== DATES ========== D

Day number without leading zero

Using “DMMM”, “2002-05-09” (9May2002) will show as “5May”

DD

Day number including leading zero

Using “DDMMM”, “2002-05-09” (9May2002) will show as “05May”

DDD

Abbreviated day name

Using “DDD”, “2002-05-09” (9May2002) will show as “Thu” (for Thursday)

DDDD

Full day name

Using “DDDD”, “2002-05-09” (9May2002) will show as “Thursday”

DDDDD

Shows the Short Date Format configured for the computer on which

In the US, “2002-05-09” will show as “5/9/2002”

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ResQCX ResRules Reference Guide

the system is operating. This usually is configured for the country in which the computer is located. DDDDDD

Shows the Long Date Format configured for the computer on which the system is operating. This usually is configured for the country in which the computer is located.

In the US, “2002-05-09” will show as “Thursday, May 09, 2002”

W

Day of week number

1 = Sunday, 7 = Saturday

WW

Week of year number

M

Month number without leading zero

1 = JAN, 2 = FEB, 3 = MAR, etc.

MM

Month number with leading zero

01 = JAN, 02 = FEB, 03 = MAR, etc.

MMM

Abbreviated month name

JAN

MMMM

Full month name

January

Q

Quarter number

Y

Day of year number

129 (129th day of the year)

YY

Year number (two digits)

02

YYYY

Year number, four digits, no leading zeros

2002

=== TIME ========== H

Hour without leading zero

9

HH

Hour with leading zero

09

N or M

Minute without leading zero

5

NN or MM

Minutes with leading zero

S

Seconds without leading zero

SS

Seconds with leading zero

TTTTT

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AM/PM

Use 12 hour clock and insert AM or PM as appropriate

“11:09” formatted with “HH:MM AM/PM” will show “11:09 AM”

A/P

Use 12 hour clock and show either A or P as appropriate

“11:09” formatted with “HHMMA/P” will show “1109A”

AMPM

Use 12 hour clock and show localized AM/PM strings

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ResQCX ResRules  

A complete reference guide for using and writing ResRules in a ResQCX environment.

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