Good day, everyone. Our first subscription sales in Tessitura had a few hiccups, but mostly it was successful.Day to day functionality is OK, but something appeared today and we need some help.
An agent in our Box Office is attempting to exchange seats, but can't.
A patron purchased a subscription package, and the first performance in that subscription was last night.After the performance began the patron noticed two empty seats that are closer to the stage.
During intermission the patron asked the Box Office if it was possible to move to those seats for future performances (the performances are part of the subscription package). Our agent determined the requested seats are in the same price zone and attempted to accomodate the patron's request, but had problems.
Our agent returned the "old" seats for future performances, and then assigned the "new" seats for those performances.After making the selections in the seatmap, then selecting Order Details, this error message appeared: There are a different number of seats selected for one or more performances in one or more packages and the package lineitem cannot be deleted. Please choose the same number of seats in each performance from the seatmap.Our agent tried returning "old" seats for just one of the future shows, then selecting "new" seats for the same future show. Then, our agent tried returning "old" seats for all of the future shows, then selecting "new" seats for all of the future shows. Each time this message appeared.
Being really creative, our agent tried to add one of the future performances (like an add-on to the subscription). This error appeared: Seating is not enabled for this product
Each of the future shows are on sale (as single tickets) and no problems have been reported.
We suspect the (now) past performance of the subscription may be contributing to the problem.
Is additional set-up required (on the subscription or performances) to allow this type of change?AND / ORHow can our agent accomodate our patron's request?
The next performance in this subscription is in October. We have some time to determine the fix.
Thanks andBest RegardsWendell BaskinBass Hall - Fort Worth
You might actually have to make the changes you need in the original subscription order. The error sounds like some of your events in the package have a different number of seats than the rest. (See image below. The highlighted event has 4 seats and the rest have 2.)
Without knowing how exactly the returns were done, I can't really advise on how to fix. Feel free to contact me directly and I can possibly talk you through it.
My email is kdiche@scfta.org and you can also call me at 714-556-2121 ext 4359.