We are running into a troubling issue when trying to run CC transactions at our gate. After the cashier swipes the card, the payment method switches to cash *automatically*. This small change goes unnoticed by the cashier, who finalizes the sale. Guest walks away believing we have charged their card, no information is ever sent to our merchant provider, the receipt issued says they paid cash, and the cashier is short for the day. The payment details for the "cash" transaction list an expiration date and the last four digits of the card, and no credit card exists on the constituent record.
This started happening two days after we upgraded to 14.1. Has anyone seen anything similar?
Thank you,
Shannon
Hi Shannon, in addition to Ruslan's good advice, it is also a good idea to log a TASK help ticket with Tessitura Network Support so they are aware and can help you troubleshoot, if you haven't already solved it. Your IT department can copy you on the ticket when they submit it so you stay updated and can participate.
Best,ToddTessitura Network Webmaster
Hi Todd! Is it uncommon practice for IT to copy folks on tickets they submit to RAMP? I'm sensing a little hesitation from my IT team-- if other users are doing this, it might help us figure out the best way to move forward
Hey Shannon, I have definitely copied our IT on RAMP tickets. Especially when there have been weird situations where I was acting as a poor middle man and it would be easier to have RAMP talk directly to our IT team.
Hi Hunter!!! Long time no see
What about the instance where IT is submitting a ticket about a function relating to another department? Do y'all ever do that?
All the time!
Hi Shannon - I work in IT at Segerstrom Center for the Arts and we open up most of the TASK tickets. We don't do this in every instance, but we often copy someone on the business side when opening a ticket. For example, if I'm opening a ticket dealing with ticket orders, I often copy someone from our ticketing team so that they can interact with Tessitura if needed.