Policy Troubleshooting

Common issues with policy configuration and how to resolve them.

Policy Not Applying

Issue: User has wrong policy

Symptoms:

• User sees different limits than expected
• Wrong policy shown in preview

Causes:

1. User has a user-specific override
2. Role assignment overrides default
3. Time-bound assignment expired

Solution:

1. Check user-specific assignments first
2. Check role assignments
3. Verify effective dates on assignments
4. Use Policy Preview to confirm

Issue: Policy changes not taking effect

Symptoms:

• Updated policy but users see old limits
• Rules not applying to new bookings

Causes:

1. Policy is inactive
2. Browser cache showing old data
3. User session needs refresh

Solution:

1. Verify policy is Active
2. Have user refresh the page
3. Check the rule is saved correctly

Issue: Can't set policy as default

Symptoms:

• Toggle not working
• Error when saving

Causes:

• Only one default per company

Solution:

• Setting new default automatically unsets the old one
• Check for save errors

Rule Matching Issues

Issue: Wrong rule is matching

Symptoms:

• Specific route rule not applying
• Catch-all rule matching instead

Causes:

1. Priority not set correctly
2. Route matching criteria incomplete
3. City/country codes wrong

Solution:

1. Check rule priorities (lower = higher precedence)
2. Verify route details match exactly
3. Use city codes not names

Issue: No rules matching

Symptoms:

• Policy default action applying unexpectedly
• "No matching rule" in evaluation

Causes:

1. No catch-all rule exists
2. Route criteria too specific

Solution:

1. Add a catch-all rule (All flights / All hotels)
2. Broaden matching criteria

Issue: Duration tiers not working

Symptoms:

• Wrong budget applying for flight length
• Base budget used instead of tier

Causes:

1. Gaps in tier ranges
2. Flight duration not calculated
3. Tier ranges overlapping

Solution:

1. Ensure tiers cover all durations (0 to infinity)
2. Verify tier configuration is saved
3. Check for range overlaps

Booking Issues

Issue: User can't book (blocked unexpectedly)

Symptoms:

• Booking blocked but should be allowed
• Error message about policy

Causes:

1. Rule has BLOCK action override
2. Budget is too low
3. Cabin class / star rating not allowed

Solution:

1. Check rule-level action overrides
2. Review budgets against actual prices
3. Verify allowed classes/ratings

Issue: All bookings requiring approval

Symptoms:

• In-policy bookings still need approval
• No direct booking available

Causes:

1. Booking mode is "Request Only"
2. Budget too restrictive
3. Policy action is REQUIRE_APPROVAL

Solution:

1. Check booking mode setting
2. Review if bookings are actually in-policy
3. Adjust default action or budgets

Issue: Violations not showing correct amounts

Symptoms:

• Excess amount seems wrong
• Currency mismatch

Causes:

1. Currency conversion rates
2. Different currencies in rule vs booking

Solution:

1. Check currency rates in settings
2. Verify rule currency matches common booking currency

Assignment Issues

Issue: Can't delete policy

Symptoms:

• Delete button fails
• Error about dependencies

Causes:

• Policy is default
• Policy has role/user assignments

Solution:

1. Set another policy as default first
2. Remove all role assignments
3. Remove all user assignments
4. Then delete

Issue: User assignment not working

Symptoms:

• User still gets role policy
• Override not applying

Causes:

1. Effective dates wrong
2. Assignment not saved
3. User in wrong company

Solution:

1. Check Effective From/Until dates
2. Verify assignment appears in list
3. Confirm user's company

Issue: Time-bound assignment expired

Symptoms:

• User suddenly has different policy
• Temporary upgrade no longer working

Causes:

• Effective Until date passed

Solution:

• Extend the date or create new assignment

Reason Code Issues

Issue: Reason codes not appearing

Symptoms:

• No dropdown during booking
• Users can't select justification

Causes:

1. No active reason codes
2. Codes not set for service type
3. Action doesn't require codes

Solution:

1. Create active reason codes
2. Enable for Flights/Hotels as needed
3. Reason codes only appear for REQUIRE_APPROVAL

Issue: Can't delete reason code

Symptoms:

• Delete fails
• Code still appears

Causes:

• Code used in historical violations

Solution:

• Deactivate instead of delete
• Inactive codes don't appear but preserve history

Performance Issues

Issue: Policy evaluation slow

Symptoms:

• Booking pages load slowly
• Timeout errors

Causes:

1. Too many rules
2. Complex duration tiers

Solution:

1. Consolidate similar rules
2. Use broader matching where possible
3. Review total rule count

Getting Help

If you can't resolve an issue:

1. Document the problem:

   • What policy/rule is involved
   • What user is affected
   • What behavior you expect vs. actual

2. Check the logs:

   • Policy evaluation logs
   • Violation logs

3. Contact support:

   • Provide policy ID and user details
   • Include screenshots of configuration