Diagnosis and Repair Tool Overview

Overview

The OPERA Diagnosis and Repair Tool (OHDR) is a powerful utility designed to diagnose issues by analyzing log data from various system areas. It presents an onscreen diagnosis and provides several actions, including the ability to manage services (start/stop), generate downloadable PDF reports, and create Service Requests (SRs) with file attachment capabilities.

Diagnostic Areas

Following are the system areas available for diagnostics analysis and their respective sub menu options.

 

Check Local Interfaces (POS, Phone, Keys, Video)

Use Case: IFC8 Interfaces Status

• Diagnosis: This area analyzes the status of the local IFC8 interfaces and identifies if they are running.
• Result: No action required, or if a fault is detected the impact depends on which interface is not running. For example, if the POS interface is not running, the postings from Point of Sale (POS) will not send to OPERA PMS.
• Resolution: If a configured interface is not running, the tool checks the log files and provides possible steps to resolve the issue.

 

Use Case: POS to PMS Mapping Issue

• Diagnosis: This area analyzes if there is a mapping issue (transaction code translation issue) between the Point of Sale (POS) and OPERA PMS. Please note that a specific check number is required to run this diagnosis.
• Result: No action required, or if there is a mapping issue between POS and OPERA PMS, then it is possible that postings from POS arrive in OPERA PMS under the wrong transaction code.
• Resolution: The tool provides the relevant transaction codes and possible steps to resolve the issue.

 

Use Case: Video Checkout Diagnosis

• Diagnosis: This area analyzes if there is an issue with video checkout.
• Result: No action required, or if a fault is detected the guests cannot proceed with the checkout using this specific service.
• Resolution: The tool checks the log files and provides possible steps to resolve the issue.

 

Use Case: Double Posting Issue

• Diagnosis: This area analyzes why a specific posting from Point of Sale (POS) might appear twice in the OPERA PMS. Please note that a specific check number is required to run this diagnosis.
• Result: No action required, or if a fault is detected there may be duplicate POS checks in the OPERA PMS application.
• Resolution: The tool checks the log files and provides possible steps to resolve the issue.

 

Use Case: Wake Up Call Diagnosis

• Diagnosis: This area analyzes why a wake-up call might have failed in OPERA PMS. Please note that a specific room number is required to run this diagnosis.
• Result: No action required, or if a fault is detected, certain guests might not have gotten a wake-up call for their room.
• Resolution: The tool checks the log files and provides possible steps to resolve the issue.

 

Check External Interfaces (OXI, Website, OTAs)

Use Case: OXI Interfaces Status

• Diagnosis: This area analyzes the status of the OXI interfaces and identifies if any are not running. Please note that this diagnosis only runs if the OXI license is active.
• Result: If a fault is detected, this could impact the inbound/outbound OXI messages, and the Property might not receive or send rates/inventory/reservations/profiles (depending on what is configured).
• Resolution: If an OXI interface is not running, a user can start it from the tool if two conditions are met:

  - The user has the relevant permission to restart the interface from this tool (see Diagnosis and Repair Tool Prerequisites).

  - The OXI interface must be installed on the same machine as the OPERA application server.

If an OXI interface is not running and you’re unable to start it from the tool, the tool provides possible steps to resolve the issue.

 

Use Case: OXI Health Check

• Diagnosis: This area analyzes the health of the OXI queues as well as OXI purge settings and OXI tablespace in the database.
• Result: If a fault is detected, this could impact the OXI performances.
• Resolution: The tool automatically dequeues OXI messages that are:

  - EXPIRED, to prevent performance issues on OXI message processing.

  - Empty, to prevent performance issues on OXI message processing.

  - In READY status more than 7 days, to prevent performance issues on OXI message processing.

If it detects that the number of purge days configured is higher than the recommended value, it provides possible steps to resolve the issue.

If it detects an issue on OXI tablespace, it providse possible steps to resolve the issue.

 

Use Case: OXI Credit Card Stripping

• Diagnosis: This area analyzes if there is a possible problem with OXI Credit Card vault on the environment. Please note that this diagnosis only runs if the OXI Credit Card Vault functionality is active at the property.
• Result: If a fault is detected, credit card details might be stripped from the OXI messages when inserted into OPERA PMS.
• Resolution: The tool checks the environment and provides possible steps to resolve the issue.

 

Use Case: OEDS Interfaces Status

• Diagnosis: This area analyzes the status of the OEDS interfaces (OWS, ADS, GDS, Kiosk, etc.) and identifies if any are not running. Please note that this diagnosis only runs if the OWS or GDS or ADS or Kiosk license is active.
• Result: If a fault is detected, this could impact guests trying to book the property online.
• Resolution: If an OEDS service is not running, a user can start it from the tool if two conditions are met:

  - The user has the relevant permission to restart the interface from this tool (see Diagnosis and Repair Tool Prerequisites).

  - The OEDS interface must be installed on the same machine as the OPERA application server.

If an OEDS service is not running and a user is unable to start it from the tool, the tool provides possible steps to resolve the issue.

 

Use Case: OEDS Health Check

• Diagnosis: This area analyzes the health of the OEDS log tables, as well as the purge and parameters setting.
• Result: If a fault is detected, this could impact the OEDS performances.
• Resolution: The tool automatically truncates these log tables if it identifies that the log tables are above the recommended thresholds.

If it detects that the number of purge days configured is higher than the recommended value, it provides possible steps to resolve the issue.

If it detects that the parameters for the log tables are not setup properly, it provides possible steps to resolve the issue.

 

Check OPERA 5 Overall Efficiency

Use Case: Check OPERA 5 Efficiency Status

• Diagnosis: This area analyzes the size of the OPERA schema on the database and checks the last time it was analyzed.
• Result: If a fault is detected, this could impact the overall performances of the OPERA PMS application.
• Resolution: If a fault is detected on the database tablespace, the tool provides possible steps to resolve the issue.

If a fault is detected on the OPERA schema last analyzed date, the tool automatically schedules a schema analysis for the next night at 2 AM local time (to prevent impacting property operations while it is running). You are prompted with an option to cancel this schedule.

 

Use Case: Check Forecast Processor Status

• Diagnosis: This area analyzes the status of the Forecast Processor and its memory consumption.
• Result: If a fault is detected, this could impact the room inventory and cause inventory discrepancies within OPERA PMS.
• Resolution: If the Forecast Processor is not running, a user can start it directly by clicking "YES."

If the memory consumption is too high, the tool provides possible steps to resolve the issue.

 

Use Case: Check Night Audit Status

Sub Use Case: Night Audit Performance Issues

• Diagnosis: This area analyzes the average timings of the property Night Audit last night and checks the database tablespace.
• Result: If a fault is detected on the average timings, this could indicate a performance issue with certain night audit procedures. If a fault is detected on the database tablespace, this could prevent a user from running the night audit.
• Resolution: The tool provides possible steps to resolve the issue.

 

Sub Use Case: Night Audit errors

• Diagnosis: This area analyzes if there were any errors during the night audit last night.
• Result: If a fault is detected, this could impact the ability to complete the night audit process.
• Resolution: The tool checks the log tables and provides possible steps to resolve the issue.

 

Use Case: Inventory Discrepancy Issues

Inventory Synchronization

• Diagnosis: This checks the status of the Forecast Processor and allows a user to synchronize the OPERA PMS inventory. The date range can be selected for a period of up to 6 months.
• Result: If a fault is detected, this could impact the room inventory and cause inventory discrepancies within OPERA PMS.
• Resolution: The tool automatically runs the synchronizations below:

  - Synchronize Inventory.

  - Synchronize Stay Records.

  - Synchronize Physical Rooms.

  - Synchronize Room Status.

 

Use Case: Check OPERA Printing Status

Sub Use Case: Printing Performance Issues

• Diagnosis: This area analyzes the printing log tables. Please note that it will not check the status of the local printer.
• Result: If a fault is detected, this could impact the printing performances from OPERA PMS.
• Resolution: The tool automatically truncates these log tables if it identifies that they are above the recommended thresholds.

 

Sub Use Case: Printing Errors

• Diagnosis: This area analyzes if any specific OPERA PMS reports are failing regularly.
• Result: If a fault is detected it highlights the relevant reports that are failing more than 40% of the time.
• Resolution: The tool provides possible steps to resolve the issue.