Unable to ticket one performance in an package.

Hello Tessitura experts!

I'm hoping someone here may be able to help me with an issue that's be plaguing me and my team for several weeks now. We have several instances in our system where a customer has purchased a package (Mode: fixed, using composite tickets) and all of their performances, expect for one, are able to be automatically ticketed and paid upon completion of the order. The remaining performance however stays as only seated and paid, and as far as I can tell, makes returning/refunding the whole package impossible since partially ticketed orders cannot be deleted, only returned, and partially seated orders cannot be returned, only deleted.

Ideally I am looking for a way to somehow ticket this one remaining performance, however my understanding is that because it is using composite ticket design, a single performance cannot re-ticketed/printed. And when I try to print the whole package, the status of the mysterious SPD performance remains unchanged and does not move into TPD status. I have tried this both using the print ticket options in the ticket order screen as well as creating a whole ticket printing batch to attempt to ticket these select trouble makers.

Any advise or even just a lead on where to troubleshooting next would be much appreciated, thank you!

Jon Freymark

Des Moines Art Center
He/Him