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Frequently asked questions

1. What does the following error in the execution logs mean? A Cancelation of a 'Reservation'-order is not allowed.

When cancelling an order, SecuTix does not know if it is a reserved order or a normal order. It tries first to cancel it as a reserved order, then as a normal order. If an order is not a reserved order, the error message above is displayed.

2. Why is there a “Read time out” error in the execution logs?

Because SecuTix could not connect to the remote Skidata DTA system. The next steps to analyse the problem here are:

  1. Run a Read Catalog schedule to see if any data are retrieved. If there is no error, it means that the problem was temporary and is now solved.
  2. Check that the URL in field URL is the right URL provided by Skidata. (if the communication between the systems already worked, this step can be skipped)
  3. Check that the setup element 2 (File a service request by SecuTix to have the URL whitelisted by the proxy) has been executed. (if the communication between the systems already worked, this step can be skipped)
  4. Contact Skidata DTA support to understand if the systems were up at the time of the problem.
  5. If none of the following steps explains the problem, contact SecuTix support.

3. What does the following error mean ? Unable to cancel an order with an order type of "TICKET_RESERVATION”

Same answer as for 1.

4. Why is the execution still set on “OPEN”?

All executions of functions different from Read Catalog are what SecuTix calls daily executions. Those executions are opened dated midnight at the first interaction of the day with Skidata and are closed at the first interaction of the same kind on a subsequent day.

5. Why is it possible to cancel controlled tickets in some interfaces and in other interfaces it is giving an error?

This question concerns Skidata DTA possibilities. SecuTix has no control over the features of that system.

6. Why do I receive the following error and what does it mean? ERROR [External error] Failed to connect to the external system. (Cancelation of any ticket item of order item "79fd0ab0-6170-11eb-8f33-005056926684" not allowed, because it is already cancelled)

This error message is returned when SecuTix retries to cancel an order already cancelled in Skidata DTA. The order may have been cancelled on Skidata DTA side or SecuTix is processing to a retry. The latter case is a normal case and should raise no alarm.

7. How can I check for which order the error appeared?

If the error message indicates neither SecuTix order Id nor Skidata DTA order id, contact the support so that those information can be added.

8. How can I know, which customer was concerned in the error?

If the order was created with NOVA integration, SecuTix has no knowledge of the concerned client. The question must be asked to NOVA teams.

9. How could the customer load the swisspass even though the Skidata DTA interface is not yet set up?

Because Skidata DTA loading and Swisspass loading are different things.

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  • SecuTix contacts Swisspass system and indicates to Swisspass systems that a given ticket was associated with the Swisspass. This call has NO effect on any access control. It only allows Swisspass user to consult their Swisspass account to check which tickets were loaded.
  • THEN, if the product is linked to Skidata, SecuTix also contacts Skidata DTA system and indicates that the given Swisspass is entitled to pass the gate at a given time. (see use case 1, above)

10. Why is there the same error message for controlled and out of validity tickets? Message: Ticket has already been consumed

This message comes from Skidata DTA system. Please contact Skidata DTA support.

11. Referenced consumer category "ERWHTA16" is not defined" – What does this message mean?

This message comes from Skidata DTA system. Please contact Skidata DTA support.

12. Why are the different Skidata interfaces processing cancellations in a different way?

There is only one supported Skidata DTA interface integration (the v2). There is no "different way". The "old" implementation is not supported anymore due to a demand by SBB which requested a new version.

13. How can we reintegrate tickets in a Skidata interface, if we set up the interface after some sales have been done?

SecuTix offers no possibility to do that. The orders must be manually cancelled and re-created.

14. Why do we only receive a warning and not an error in the old Skidata interface when a cancellation is failing in Skidata, but working in Secutix?

"Old" implementation is not supported anymore. Any change in the implementation of Skidata DTA v2 must be filed as an evolution request and be paid.

15. Why are we not receiving email notifications for warnings in Skidata interfaces?

This is a global policy implemented in SecuTix.

Warnings are warning and should not trigger immediate action. Errors should trigger user action.

16. I did the interface setup, but Handshake is receiving no tickets

You are reading the documentation of Skidata DTA interface. /wiki/spaces/IDOCFR/pages/42227591 is another product.