Agency Security. Quick Reference. Agency Security Quick Reference Page 1 I N T R O D U C T I O N

Transcription

1 Agency Security Quick Reference I N T R O D U C T I O N The Sabre system has developed a comprehensive security structure to provide only authorized personnel access to the Sabre system. Sabre Travel Network designed these security measures to protect your customers and your agency data. These measures include, but are not limited to, the following components: Pseudo City Code (PCC) identifies your agency in the Sabre system Sabre Travel Network assigns a unique alphanumeric security code that identifies your agency within the Sabre system. You should not freely disclose this PCC to individuals not directly associated with your agency. Every Sabre Connected SM agency has a PCC, for example, PCC0. Travel Journal Record (TJR) - controls what your agency can do in the Sabre system The system uses your PCC to create your TJR. The TJR includes information such as your agency name, address, default language, telephone number, and IATA number along with any options you have activated. When you activate an option, it affects all reservations created in that pseudo city code. TJR update capabilities are restricted to agents with specific Employee Profile Records duty codes and keywords. Consider whom you assign these capabilities. Employee Profile Records (EPR) - controls what your agents can do in the Sabre system Each agent working in the Sabre system must have his or her own EPR to sign into the Sabre system. Each agent must create a unique password for their EPR and should never share the password or their EPR with anyone. You control the functions each individual agent can or cannot perform by assigning specific keywords and duty codes. You must ensure that agents have only the keywords and duty codes needed to perform their daily duties. The Sabre system will automatically inactivate any EPR which has not signed in for 90 days. When that same EPR has been inactive for an additional 145 days, the system will delete that EPR. City Sign Table (CST) a list of all EPRs for your agency, both active and inactive The system obtains the CST data from the individual EPRs created for your PCC. You should not maintain an inactive EPR indefinitely. User Authorization Tables (UAT) - controls what your equipment can do in the Sabre system The UAT contains the individual operating attributes for each piece of equipment. The attributes differ from device to device (computer workstation, printer, etc.) due to the functions each device performs. Agency eservices Site Administrator At least one person(s) in your office must be authorized to view various secured services and/or reports Your agency must have an Agency eservices Site Administrator so that you can update information and access the functionality found on the Manager menu. Credit Card Masking security feature designed to protect your customers' sensitive credit card data. A TJR option allows you to control this feature at the agency level. The default for this TJR option is ON; and Sabre Travel Network recommends you leave this on for security purposes. Turning this option to OFF (requires keyword SUBMGR and duty code 9) means that at the agency level: the credit card number is not masked in PNRs, Sabre Profiles, or on Invoice & Itinerary documents Your CREATE agent(s) can elect to allow selective agents to be able to view the complete credit card data (after end transaction) by giving these agents the EPR keyword CCVIEW. Agency Security Quick Reference Page 1

2 R E S P O N S I B I L I T I E S Sabre System personnel are responsible for these security component functions: Create your PCC and activate it in the system database Create/activate your initial TJR Create initial EPR and assign the temporary password Create your initial CST which includes your initial EPR Create the UAT for each piece of equipment, maintain UATs As an agency owner or manager, you are responsible for these security component functions: Activate additional/optional TJR edits; for example, city pair availability display, AAA/branch access, auto segment arrange, etc. Limit use of branch access to uses authorized under agreement with the other agency and limit employee access to branch access functions Delete the initial EPR as soon as you have completed creating the required agent EPRs. Your Agency eservices Site Administrator must request the CREATE keyword for any agents that require this restricted keyword. See the Employee Profile Records quick reference for the procedure. Create, modify, delete, change status of EPRs and reset passwords Maintain your CST, including promptly deleting old/unused EPRs and making EPRs inactive or reactivating EPRs Review the Agency eservices Secured Services table at the end of each month to view: the last date each EPR signed in to the Sabre system how long it has been since each agent signed in to the Sabre system Delete any unneeded EPRs Create additional Site Administrator for Agency eservices secured services Ensure all agents have an Agency eservices profile and are familiar with the extensive support features, business tools and product information available 24/7. Create and maintain system HIC/HST tables containing hotel supplier negotiated rate data and the hotel viewership table in the TJR that controls access between agency branches. Develop procedures within your office to check your ticket audit trail DQB* periodically to ensure all transactions are legitimate. Use Ticket Safe to turn ticketing off when your office is closed. If you have a 24-hour service, coordinate procedures with them to turn this off and on as needed. See the Ticket Safe quick reference on Agency eservices or the Format Finder help system for more information. Your Sabre Account Team is responsible for these security component functions: Create your initial Site Administrator for Agency eservices secured services Global Customer Support Center assistance Customer Support Center personnel CANNOT CREATE, MODIFY, OR DELETE EPRs FOR ANY REASON. Why does Global Customer Support Center not add the CREATE keyword or update EPRs? You are responsible for your agency s security, including EPR modifications and keeping them up to date. The Support Center agent will continue to provide format assistance to guide you through the modifications but cannot perform updates for you. For all types of EPR updates, (including password resets, and status changes from INACTIVE to ACTIVE), the CREATE agent(s) at your agency is responsible. If no such person exists, or is unavailable for an extended period and the need is urgent, you must follow the CREATE keyword procedure. See the Employee Profile Records quick reference for the procedure. Agency Security Quick Reference Page 2

3 P A S S W O R D M A N A G E M E N T T O O L The Password Management Tool allows each agent to manage his/her password. First, each agent must establish a set of personal security questions and answers. Once established, in the event an agent cannot remember his/her password or needs to reset it, successfully answering the chosen security questions allows the agent to reset the password. If you have not already done so, please take advantage of this exciting user-friendly tool by having each of your employees establish his/her security questions. See the Format Finder help system or the Password Management Tool quick reference for details on how to use the tool. A G E N C Y E S E R V I C E S P R O F I L E The Agency eservices Profile maintains basic customer data, such as methods to contact you, areas of interest, or data that allows the Sabre system to pre-populate forms and fields on the web site, assists the Sabre system in helping save you time and provide you with meaningful programs and services targeted to your type of business. After logging in for the first time, the system asks you to complete a user profile prior to accessing the Agency eservices Web site. You will only need to complete the profile one time; however, the system asks you to update it every 90 days to ensure we have the most current information available for us to service you. Sabre Travel Network strongly recommends that all agents create a profile to ensure fast and effective support when contacting your account team or the Software Helpdesk for assistance. S E C U R I T Y R I S K S Phishing and Fraud Travel agencies using the Sabre system and other GDSs continue to report instances of phishing and airline ticket fraud. The problem begins when individual agents receive and respond to s that appear to be from any reputable company but are not. These phishing s are from fraudsters who design them to look legitimate for example, they might include GDS branding and terminology. The s encourage agents to click on links to fraudulent websites, which appear to be GDS sites. When an agent logs into the fraudulent website, the criminals capture his or her confidential login credentials and then use them to make fraudulent bookings and issue tickets. In addition to phishing, you should be aware that you also could be downloading malware onto your equipment after clicking on bogus links, further compromising business operations by gaining access to other system resources. The Internet The introduction of Internet access is yet another reason why you should establish and maintain strong security measures for your business. The old saying of Unless the person is here, in my building, they can t affect my security no longer applies. When a person leaves your employment, if their Sabre system EPR and password is active, they have access to the Agency eservices Web site and the Sabre Red Workspace. When you no longer employ a person in your business they take with them knowledge and common practices, which can include common passwords and accesses. If you granted that same former employee EPR managerial duty codes/keywords and/or access to any of the Agency eservices secured services reports or programs, they will still have access to those managerial capabilities and reports or programs from anywhere they can access the Internet. Agency Security Quick Reference Page 3

4 We recommend that you take security measures up front rather than after the fact. Bookmark your trusted login sites and access them only through your bookmark, or type in what you know to be the legitimate website address Sign in through a secured method (using a legitimate link to a Sabre system site) and change your password if you have logged on to the Sabre system site after clicking on a link you received recently Delete the initial EPR sign-in code from the CST table as soon as you establish your first agency EPR Keep EPRs up-to-date and do not share common codes among individuals. If any person leaves your employment immediately adjust the secured services table and delete their Sabre system EPR. Place credit card numbers in appropriate fields in the PNR. Because of PCI guidelines, there are specific fields in which you should place credit card numbers, so the Sabre system will mask them. Do Not: Click on links that require you to enter your login credentials Disclose login credentials to someone at Sabre Travel Network. If someone calls your office claiming to be from the Sabre system and asking for login credentials, do not provide this information. The Sabre Help Desk or others at Sabre Travel Network will never ask you to reveal password information. Disclose or share login credentials with anyone else, including others within your agency or branch locations. Remember: Sabre will never send you an asking if you ve used our system recently. Nor will we send you an unsolicited notifying you to click on a link to change your password. If you believe fraudulent bookings have been made and/or fraudulent tickets have been issued through your agency, take immediate action: Report the incident to ARC or BSP Time is critical because fraudulent tickets tend to be used immediately; cancel any potentially fraudulent itineraries and void any potentially fraudulent tickets at once If a ticket cannot be voided, contact the air carrier to advise of the potential fraud Document all actions taken, along with the name of the person(s) taking the actions Change your password and instruct others to do so. If one person at the agency received the phishing others may also have fallen prey. Report the incident to the Sabre Help Desk. Report the incident to local law enforcement after the fraud has been confirmed Stay up-to-date on the best ways to protect your agency data by regularly visiting the Agency Security information under Support in Agency eservices. Also visit the Airlines Reporting Corporation s fraud prevention site at Agency Security Quick Reference Page 4

5 E X A M P L E S C E N A R I O S Example 1: Issue: You terminated an employee last Friday but did not delete his EPR. This agent s EPR contained duty code 9 and keywords CREATE, ACCESS, and SUBACC. When you open the office on Monday and begin working your ticketing queue you find that someone cancelled your most important client s reservation. You also find several ticketed PNRs using your agency credit card as form of payment. You do not recognize any of the passenger names. When you look into the PNR history, you see that agent sign 55 in PCC PCC0 created/modified each reservation. PCC0 is one of your authorized branch offices. How did this agency get access to your records and how were they able to issue tickets? Reason: The terminated employee went to an Internet café. With his knowledge of your agency s line addresses and sign-ins he logged in to Sabre Red Workspace. His still active EPR duty codes and keywords allowed him to sign-in to the Sabre system, open up branch access, establish a new EPR within the branch location using the EPR keyword CREATE, and perform the fraudulent transactions. What you do not yet know is that he also did this in several other agency PCCs. Once established within a new location, he could move into any other agency location with branch access to that office, build a new EPR, and continue his path of destruction. The web of access extends quite far. Example 2: Issue: You have an employee who brings in group bookings for your agency and receives a percentage of the commission as payment. Unknown to you, one of your competitors has offered this agent a larger percentage of the commission. The agent has begun to release her group PNRs to your competitor s agency PCC covertly. How is this agent able to take this business away from you? Reason: This agent s EPR contains the keyword PNRREL which allows her to change the security of your agency PNRs. PNRREL allows the agent to change the PNRs security to: another agency a specific Sabre Travel Network customer a Sabre Travel Network Air Associate Example 3: Issue: You tell your cruise customer to Have a great time and try not to spend too much on souvenirs! He replies, If I do, I will have to use my new credit card. Someone used my old number to buy a pair of diamond earrings on the Internet! You remember that one of your agents was bragging about how beautiful her new diamond earrings were, even more beautiful than they looked on the Internet. Could she have used the customer s credit card number fraudulently? Your agency has the credit card masking TJR edit turned on. How could she view the credit card number, she did not create the customer s reservation? Reason: One of your agents placed this customer s credit card and credit card verification code in a Remarks (5) field as well as the Form of Payment (5-) field. The system masks the credit card data in the Form of Payment field only so the data was available to any agent viewing the PNR and, if it was also stored in the Sabre Profiles, anyone displaying the profile. The system also masks the credit card data on Invoice & Itinerary documents, after initial End Transaction of the PNR. Always place credit card numbers in appropriate fields in the PNR! Because of PCI guidelines, there are specific fields in which you should place credit card numbers, so the Sabre system will mask them. Only those agents with the EPR keyword CCVIEW are able to unmask the credit card information. You should assign this keyword only to agents who require it to perform their daily duties Agency Security Quick Reference Page 5

6 R E C O M M E N D E D S E C U R I T Y G U I D E L I N E S EPRs Each agent who needs access to the Sabre system must have his or her own EPR with a unique password. Each agent must create a unique password for their EPR and should never share the password or their EPR with anyone. Each agent must establish unique personal security questions and answers in the Password Management tool. This allows your agents to reset their EPR password should they ever forget it. Do not give out your passwords! Keeping your passwords in confidence is important for the security of your clients and your business. Be advised that no one, including Sabre employees, should ever contact you to ask you for your agent passwords. You should never give out your passwords to anyone even if they claim to work for the Sabre Travel Network. If you contact the Sabre system regarding a log-in issue this is different than if someone contacts you unsolicited asking for this information. Use the initial EPR one time to create all needed EPRs and then delete the initial EPR. EPRs cannot contain the keywords REQROB or ROBAP1 and the CREATE keyword. The REQROB and ROBAP1 keywords should never be in an EPR unless that EPR is for an automator or robotic agency tool. Immediately delete EPRs for agents who no longer work for your agency to ensure that they are not able to compromise your agency s security. When agents are out of the office for extended periods of time, for example, long illness, leave of absence, vacation, etc. change their EPR status to INACTIVE to ensure that they, or someone who might have their login credentials without their knowledge, are not able to compromise your agency s security. To ensure agency security, assign only the duty codes and keywords each agent needs to accomplish their job function. Note: See the Format Finder help system or the Employee Profile Record Keywords quick reference for a list of keywords and their definitions. Agent Function Suggested Duty Codes Suggested Keywords Leisure agents * - sign in to the Sabre system and make reservations 6 activate the Sabre system Training mode In most situations, agents do not need any keywords to perform normal functions such as displaying availability, displaying and moving Sabre Profiles, booking reservations, and issuing tickets. If you wish you may assign these keywords 24TIME - Ability to show all displays in the 24- hour clock time. PFKAGT - Ability to copy programmable function keys to other agents. If you have branch offices your agents may need SUBAAA - Ability to change AAA into authorized branch office's pseudo city and perform Sabre system functions. Give this only to those agents who routinely need to perform transactions within the branched location. Agency Security Quick Reference Page 6

7 Agent Function Suggested Duty Codes Suggested Keywords Corporate agents * - sign in to the Sabre system and make reservations 6 activate the Sabre system Training mode If your agency uses Direct Fare Filing you may assign NETFQD - Ability to view the net fare in the net fare quote ONSNAP - Ability to work with negotiated fares PVTDIS - Ability to price, ticket and display fare quotes for negotiated fares for home office and authorized pseudo city codes. If you have branch offices your agents may need SUBAAA - Ability to change AAA into authorized branch office's pseudo city and perform Sabre system functions. Back office (accounting) agents Managers and/or supervisors * - sign in to the Sabre system and make reservations 6 activate the Sabre system Training mode 9 complete Managerial functions * - sign in to the Sabre system and make reservations 6 activate the Sabre system Training mode 9 complete Managerial functions MINOPR - Ability to make interface entries in the Sabre system that will transmit data to a back-office accounting system. REMOVE - Ability to delete items from the back-office interface queue. SUBMGR - Change optional TJR/PNR edits and make PNR search (Spectra) entries ACCESS - Establish Branch Access and order reports. CREATE - Create, modify, and delete EPRs and reset passwords Note: You must request this keyword from the Sabre system. See the Employee Profile Record quick reference for the procedure. SUBMGR - Change optional TJR/PNR edits and make PNR search (Spectra) entries PNRREL - Release security of a PNR SUBAAA - Ability to change AAA into authorized branch office's pseudo city and perform Sabre system functions. Important Note: Assign these managerial keywords only when necessary and only to managerial or supervisory agents. These keywords allow the agent to affect the security of your agency data; including PNRs/Sabre Profiles, branch access, sine in access, and reports. The agent is also able to activate options and tools that are billable to your agency. Agency Security Quick Reference Page 7

8 Redundancy Sabre strongly recommends the following guidelines regarding the maximum number of EPR CREATE agents per PCC: Agencies with 99 EPRs or less: 2 CREATE agents Agencies with 100 up to 199 EPRs: 3 CREATE agents Agencies with 199+ EPRs: 2 CREATE agents + 1 additional EPR per every 100 agents Remember to assign responsibility to another agent s EPR for administrative duties, such as CREATE agent, when: the agent/epr originally responsible for these duties is now INACTIVE the agent/epr originally responsible for these duties is no longer employed by your agency See the Employee Profile Records quick reference for the Create Agent Keyword procedure. A D D I T I O N A L R E F E R E N C E S Additional quick references are available on the Web at under the Training menu. You may also find additional information in the Format Finder SM help system. Agency eservices Training, Quick References, Employee Profile Records and Passwords Employee Profile Records Employee Profile Records Keywords Sabre System Passwords Password Management Tool Training, Quick References, Branch Access Branch Access Global Security (also found under the Global Security topic on the quick references page) Training, Quick References, Security Password Management Tool Training, Quick References, Passwords, Sabre System Sabre System Password Information (links to the Policies and Procedures page) Format Finder help system topics Branch Access EPR Employee Profile Record Global Security PNR Passenger Name Records Sabre Privacy Policy TJR Travel Journal Record Working in the Sabre System and Passwords Agency Security Quick Reference Page Sabre Inc. All rights reserved. Sabre, Sabre Holdings, and Sabre Travel Network are trademarks and/or service marks of an affiliate of Sabre Holding Corporation. All other trademarks, service marks, and trade names are the property of their respective owners. 2.3