I created a new general admission facility for a rental performance. The orders print just fine when they are phone or window orders, but when I print web orders my BOCA printer prints a million tickets with one line of text from the ticket design on each ticket. For example, one ticket will print just the order number, the next ticket will print just the constituent ID, etc. I figure that the new facility I built, Web mode of sale, and my printer, are not communicating and I'm not sure what detail I missed.
I discovered a workaround where I can pull up the web order and print tickets one-by-one just fine. The issue only arises when I print batches or print the order as a whole.
Has this happened to anyone before? Does anyone have ideas what I could do to fix this or can you point me in the direction of someone who might be able to help?
This totally happened to us a few months ago!
Believe it or not, the reason was that the facility was messed up. Basically, if the facility isn't correct, it causes incorrect output from one of the stored procedures that generates your ticket elements, and this causes the ticket elements to be output on separate tickets instead of all on the same ticket. (The elements cease to be sorted "by ticket"... it's weird.)
Go to the facility configuration and make sure when you do Validate Completeness everything comes back with no issues. You may also need to run the facility update procedures if changes have been made to the facility since the performance was created or seated. This should be available in Ticketing Processing Reports/Utilities if you're on 12.5.1.
That was it! Thank you so much.