Hi all,
We have a pretty weird specialized subscription set up, and we are not a TNEW client - every year we do an early renewal period where we tell the patrons the number of shows and one or two titles, and encourage them to renew early to get the best rates and seats. We are a blackbox space, so we don't do rollovers, only flex packages - patrons get assigned new seats in the changing layouts every season - so during this Early Renewal period, we are taking unseated orders of flex packages. We've had this setup for about 5 seasons, and last used it in January 2020, just before the pandemic. We're now prepping to do it again post-Covid, and despite setting up the new performances and packages exactly like the ones from previous years, the path doesn't work now - we get an error when we try to add the package to the cart. We've tested it with packages from multiple seasons, including the season we had successfully been selling prior to the pandemic, and get the same error - so it's not anything on either a performance or package level, and it's something that's changed since we were selling these last year. We made some changes to Modes of Sale in the meantime for digital programming, but to the best of our knowledge we've reset everything back to its original state, and we're still getting an error. We can do orders within the Tess client in these MOS and they work, we just can't get them to work on the website side. We also tested with similar packages in our Test instance and do NOT get the error there, only in the Live instance. We are totally at our wits end, does anyone have other troubleshooting suggestions we should try?
Cross-posting to Ticketing & Customer Service as well
So the issue is basically with your custom site consuming the Tessitura API (REST, SOAP?) to present these packages for sale, correct?
If it is working in your Test environment, it seems almost certain that some step of the "reset everything back to its original state" didn't happen properly in Live. Perhaps MOS or Price Type security settings or perhaps MOS/Price Type connection. Do you have an error message?
My SysAdmin says we're using SOAP. As far as we can tell from Ticketing Set-up --> Modes of Sale, nothing's different between the Live and Test MOSs. Is there somewhere else we should check for discrepancies other than Ticketing Set-up?
I'd also check the Price Type setup for all relevant Price Types. It might be easier to got to the Security Tool, check out the security group for the user account associated with your website, and just walk through all of its permissions to make sure everything looks good. When you sell tickets in the client, have you tried doing that with the web user?
Beyond that there can be a host of things that a ecommerce application might be looking at or expecting. For instance, it's common to control access to products using Performance Keywords, MOS dates (on packages and performances), Web Publish dates, but possibly a great many other things, depending on the application itself. Another thing you might check would be whether there is a "default source no" configured (probably in T_DEFAULTS) that is active on the system in question. That's a common requirement, and a common issue.
And I do hope you have a transition or upgrade in the works! End of life for the SOAP API is coming up fast: it's been getting reprieves for a few years now, but I am confident that the COVID delay will be the last.