How to Resolve ER (Error) Status on External Products

How to resolve a failure while booking an product connected to an external vendor (API) such as bedbank.

When a service line connected to an external product enters the ER (Error) status in Tide, it indicates a failed booking attempt with the external system. Resolving this requires analyzing the error, correcting any incorrect input, and re-attempting the booking.

Diagnosing and Resolving the ER Status

Step 1: Analyze the Error Message

Tide provides a specific error message for each failed booking. This is your first clue to resolving the issue. Possible causes include:

• Missing or incorrect birthdate

• Unavailable rooms or other non-bookable configurations

• Generic error like a timeout with the external system

Example of a time-out

Step 2: Correct Any Input Errors

If the error reveals incorrect data:

• Go to the traveler or service data and correct the issue (e.g., add a missing birthdate, select a valid room type).

• Save the updated data before retrying.

If the error was a generic issue like a timeout, proceed directly to Step 3.

Step 3: Retry the External Booking

To rebook the service with the external provider:

1. Select the Service Line
   Navigate to the service line that has status ER and select it.
   

2. Go to Service Actions and select Book external 
   This attempts to resend the booking to the external provider.

3. Check Booking Status

   • If successful, the status will update to BC (Booking Confirmed).

   • A reservation number will appear on the service line (if not the booking wasn't properly made and should be investigated further ).

4. If the Line Remains in ER Status

   • Check whether the error message has changed and see whether other booking criteria were missing or wrong.

   • If the issue is persistent (e.g., recurring timeout), contact:

     • The external supplier to check system availability

     • Or your software provider (Tide Software) for further technical support.