WHAT'S NEW AT GRASP
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      1. Customer Support Knowledge Base
      2. WHAT'S NEW AT GRASP

      Grasp Support Q&A

      The following are frequent questions received in Support and their answers.

      Reminders When Contacting Support

      When contacting Grasp Support, the more details you provide the better. The details allow us to quickly determine how your case should be handled. Here are a few reminders when contacting us.

      • In your email to Support, please include the following:
        • Grasp product you need assistance with (DATA, AGENT, PAY, etc.).
        • Your login username (do not include your password).
        • For GraspDATA, include the report ID #. Also include the invoice # or PNR locator code when applicable.
        • For GraspPAY, include the PNR locator code, hotel confirmation #, and company the traveler is with.
        • Details of the issue or request.
      • Please email support@grasptech.com rather than sending to an individual. We have a team that monitors emails during normal business hours, and this is the quickest way to open a case.
      • It’s best to email vs calling. This way you can include screenshots and details that we can review and direct your situation to the proper department.
      • Our goal is to respond to your initial email within 2 hours with a case number. We’re pretty quick on the reply, but please allow 24-48 business hours for a resolution or a plan for resolution of your case. Our standard Support hours are Monday-Friday, 8am-8pm (ET), excluding holidays.

       

      GraspDATA

           Report Builder

            Print My Invoice

      GraspPAY

      GraspAGENT

      GraspCLOUD

       

      GraspDATA

      Tip:  GraspDATA reporting is a mirror image of your back office.  If specific information is needed in a report, first make sure the data is included in your back office.

       

      I see a Blocked Content message when opening a report.

      • If you see a Blocked Content message when opening any of our Interactive reports,  please click here for our  page with the steps to resolve.  Microsoft recently decided to block Macros by default.

      I forgot my GraspDATA password.

       

      A booking is not included in the report. First steps to troubleshoot:

      • Display the record locator, or invoice, in Data Café > Data Inquiry.
      • If booking is NOT in Data Café.
        • Check the date range of your search and update if needed.
        • If it is still not in Data Café, check in your back office to verify that it was invoiced. If it was invoiced, please email the details to support@grasptech.com, so we can check your sync.
      • If booking IS in Data Cafe.
        • Check the Booking Type and Transaction Type that are invoiced and verify that those are included in the report.
        • Verify the issued date is within the issued date range of the report (or arrive, depart, booking date, etc.) – whichever date field is used when running the report.
        • If the report was run for a specific Corporation or with filters, verify that the booking contains those criteria.
        • Verify that the account is in the Corporation. Additional Resources:

       

      How to define ONLINE bookings for my reports.

      • Email your dedicated ONLINE agent sines to support@grasptech.com. We will open a case for our developers to map those sines as dedicated ONLINE.

       

      Why is the date in the report DD/MMM/YYYY instead of MMM/DD/YYYY?

      • Our reports that have the word ‘Global’ in the name are set up so that the date is in the DD/MMM/YYYY format, and they also do not include currency symbols ($ sign). The Global reports were set up to be geared towards our international clients. Search in My Reports for the report name without Global in it and you should see the same report without ‘Global’ in the name, which will have the date in the USA format of MMM/DD/YYYY.

       

      I’m seeing an Oops message when logging in or when modifying my Report Builder report.

      • Please clear the cache/cookies of your internet browser. Then close the browser, re-open, and log into GraspDATA again.

       

      Is there a report that captures every PNR we have booked, even if they are not invoiced?

      • GraspDATA is a mirror image of your back office, so reports will include items that have been invoiced in your back office.
      • We have an add-on product for a GDS feed, which are PNR’s queued by the Agency to a 3rd party provider which is a separate data source in GraspDATA. Reports that contain (GDS) in the name are set up for this data source. If you subscribe to our GDS product, the (GDS) reports will include PNR’s that are not ticketed. If you would like more information about our GDS product, please email support@grasptech.com.

       

      There are CO2 reports that have ICM in the name and some that do not. What is the difference?

       

      What report can I use for an invoice and how can I schedule it to be sent monthly to my accounts?

      • In My Reports, search for keyword Grasp Invoice. The actual report number varies, depending on the server you are on.
      • You may have different versions of the invoice report. Once you determine which one you would like to send to your accounts, it can be set up in a scheduled batch. See these pages for additional information about creating a batch:

       

      Where can we see the detail of all the UDIDs and Sorts set up for a client?

      • Please review these two reports:
        • Grasp Corporation Configuration Review.  (Provides the Sorts and associated UDID numbers from the Corporation settings - Sorts tab.)
        • Grasp Account to Corporation Assignments.  (Includes accounts assigned to Corporations and the Sorts & UDID numbers from the Corporation settings-Sorts tab.  Shows where an Account is listed under multiple Corporations.)
      • Another option is to go to Settings > Corporations.  Click edit for a specific Corporation then click the Sorts tab.
      • We do not have a standard report that provides a list of all UDID numbers for each account from the back office, but we can provide a quote for a custom report.  If interested in a custom report, please email the request and specific details to support@grasptech.com.  If you have Report Builder, you can create a report that would show all UDIDs.
      • Additional resources:

       

      Is there a report that shows the reports that my users are running?

      • In My Reports search for keyword User, to see several User report options.

       

      My report doesn’t show data for the entire year or doesn’t show data beyond a certain date.

      • Grasp stores a certain amount of data based on your agency settings.
      • To quickly see your oldest booking’s issued date, we have a widget that can be added to your dashboard. The widget’s name is: Min Max Issued Date. Please see this page for additional details about this widget, Min Max Issued Date Widget.
      • If you would like to increase your data storage, please email support@grasptech.com.

       

      How can I change a User to be an Admin in GraspDATA?

      • From the Edit User window, these items can be changed:
        • Profile Tab: User’s First Name, Last Name, or Email address
        • Reports Tab: Assign or remove reports
        • Settings tab: Change Dashboard, Where Are My Travelers, Landing Page, and Favorite Filter settings.
      • These items cannot be changed:
        • Login Username: An existing login cannot be modified once created; it would need to be deleted and re-created.
        • User Type: If the user has Admin or User rights cannot be changed. If a change is needed a new login must be created.
        • User Password: The password for existing users can only be changed by the user themselves. An Agency Admin does not have the ability to change a password for other users, but they can generate a new temporary password.
      • Please see this page for more details: Create or Edit a User (Admin steps)

       

      What calculations are used in this report?

      • In the My Reports search, click the ? icon to the right of the report for the description.  If additional details are needed, please email support@grasptech.com and include the report ID# and your login username (don't include your password) in the email.

       

      Tips for finding a report.

      • In My Reports search for a keyword. Example, Account will show reports with Account in their name or category, Sort 3, or Sort3, will show reports with sort 3 in their name.
      • Many of the reports have a sample. Click the icon that is a down arrow with a line under it, to the right of the report, to view a sample to quickly see if the report includes the items needed.
      • Mark your most used reports as ‘Favorites’. See this page for more information: Filter to Find Reports

       

      I want to move a batch to another user – how do I do that?

       

      Can I set up a batch with multiple date filters?

      • You’ll want to set up multiple batches if they need to use different date filters. It’s easy to do, by copying the batch to create another. See this page for the steps: Copy a Scheduled Batch

       

      I do not have a specific report in My Reports.

      • Try searching by the report name, rather than a report number. The numbers may be different depending on your server.
      • Please reach out to an Agency Admin who can add reports to your login if needed.

       

      My reports are running for a long time in my report history.

      • If reports are not completing, in Report History, click the Refresh button in the top right of the Report History page.

       

      I do not see accounts in the Filters when I try to run a report.

      • Please select a Corporation, or Corporation ‘All’ on the Options tab. For filters to show data, a corporation must be selected first.

       

      Why do I get a copy of an email from a batch, when I didn’t add myself as a recipient?

      • When emailing multiple recipients in a scheduled batch, whether or not you include yourself, you will always receive a copy of the email.  If you do not wish to receive a copy of the email, please click the check-box directly under the 'From' email address that shows - Do not send a copy of this email to the from address.

       

      Is there a report that shows what reports we use the most?

      • In My Reports search for this report name: Grasp Report History By User. This report is Excel Data Only and includes User Name, Login, Role, Report ID, Report Name, and Last Processed Date.
      • If you have Report Builder you may also want to run this report: List of Most Run Report Builder Reports.

       

      ~Report Builder

      Using our TEMPLATES to build a report.

      • If your agency has our Report Builder product we have some fantastic Templates, that can be cloned and then modified for the report you would like to build. They provide a quick starting point to build your report. Please see this page for additional details, Templates in Report Builder.
      • If you have Report Builder and do not have the TEMPLATES (search for keyword TEMPLATE in My Reports), please reach out to your Agency Admin, or email support@grasptech.com to request them.

       

      When editing a report in Report Builder you may see a pop up that advises you are ‘not the owner’ of the report.

      • This does not prevent you from changing the report but is an alert to let you know the report was created by someone else.
      • If you receive the pop-up, you will want to verify if anyone else uses the report, before making changes.
      • If others use the report, you may want to first ‘Save As’ and create a new report for your changes.
      • To verify if others use the report, an Admin, can run report ‘Grasp Report History By User’.

       

      ~Print My Invoice

      Where can I see the link for Print My Invoice?

       

       

      GraspPAY

      How to get an email copy of a GraspPAY booking?

       

      How many email addresses can I add to a PNR for GraspPAY?

       

      We show a failed fax, for a GraspPAY International hotel. When I try to re-fax via the GraspPAY web portal the fax number doesn’t show the 011 prefix. Is that normal?

      • The 011 does not show when you click the icon to send the fax, but we automatically add the 011, behind the scenes.

       

      I just set up a GraspPAY reservation, but I don’t see it in Data Café.

      • It typically takes 30-45 minutes for the entire process to complete, for the booking to display in Data Café, but may take up to an hour. Please check again and if the booking is not in Data Cafe after an hour, email the PNR locator code, confirmation number, and login username (don't include your password) to support@grasptech.com.

       

      What do I do if my GraspPAY fax fails, or I need to send an email to a hotel?

      • When a fax fails, our Failed Fax report is automatically sent and a copy of the VCC is also automatically sent to the email address provided during implementation. Please check spam, junk, or quarantined email. Also check your spam and firewall settings. The GraspPAY emails frequently get caught, because they have credit card information.
      • If another copy is needed, log in to our GraspPAY portal, then navigate to Data Cafe > Data Inquiry. Search for the record locator or confirmation number. Click the email or fax icon, whichever is needed. If you do not have a user login for our website, please contact your Agency Admin, who can create a login, or do the steps below.
      • See this page for additional information: GraspPAY Q&A

       

       

      GraspAGENT

      In GraspAGENT, can an administrator run a report for one specific agent?

       

      Do you have training documents for GraspAGENT?

      • After logging in to GraspAGENT, click HELP in the upper left of the page to access our Knowledge Base documents. Once in Knowledge Base, click GraspAGENT from the left menu or the GraspAGENT square from the home page.

       

      My GraspAGENT password isn’t working.

       

      GraspCLOUD

      I cannot access my Outlook email while in Grasp Cloud.

      • Email the details to support@grasptech.com, so we can open a case for review.

       

      My GraspCLOUD password needs reset.