Unable to exchange seats

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 / OR
How 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 and
Best Regards
Wendell Baskin
Bass Hall - Fort Worth

This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Ticketing Forum. You may reply to this message to post to the Ticketing forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!

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 / OR
How 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 and
Best Regards
Wendell Baskin
Bass Hall - Fort Worth

This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Ticketing Forum. You may reply to this message to post to the Ticketing forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!