I am in the process of rolling over some subscriptions and have received some interesting results that I am hoping someone will be able to help shed some light on for me.
It probably helps to have a little background. We have a sub series that moved from one venue in 2010 to two venues in 2011 - the second has less than 50% of the original venue capacity.
In order to accommodate all subscribers, we ran two weeks of shows in the smaller venue and split our subscriptions into a week 1 or week 2 category. They all received the same date for the production in the larger venue - however they were split between the two weeks in the smaller one. This all worked fabulously.
For the 2012 season, all performances are back into the larger venue so I am rolling over the fixed seat subscriptions from two separate sub packages of a super package into a single fixed seat subscription.
When I trial the rollover in TEST, all of the known subscribers appear to rollover without an issue. There are however a number of additional lines in the output for the Subscription Roller utility:
Some say ' Error finding Source _no/Appea' - although all customers appear to have rolled over.
The other problem is that customers who had been rolled over from 2010 to 2011 and NOT re-subscribed are rolled over into the order number that was created for the previous roll over.
Is there any simple answer as to why?!
Hopefully someone else will have had similar issues and know of an easy way to resolve them!
thanks in advance,
Mardi Osborn.
Manager Client and Ticketing Services
Arts Centre Melbourne.
Hi Mardi,
It sounds like you have the wrong source packages selected for your rollover. So instead of the current season’s packages, which would not have the unrenewed subs in it, you selected the previous seasons packages. Either that or you have a packages selected that never got cancelled after the renewal deadline. Did you use dummy packages for part of the rollover to the new venue and then exchange people out into the real packages as they renewed? If so maybe you included the dummy packages in your rollover set, catching unrenewed subs who never got cancelled (because they were in overlooked dummy packages).
As for the appeal/source error, it sounds like the appeal and source settings on your rollover set are incorrect. Make sure that (create on demand) is not selected, as that is the usual cause of appeal/source errors. You need to select either (leave blank) or select a specific appeal and source.
Kevin Sheehan
Senior Documentation & Learning Resources Specialist
Tessitura Network
+1 888 643 5778 x 329
ksheehan@tessituranetwork.com
Hi Kevin,
Thanks for the suggestions.
I have double checked that the source packages are correct - and they are - and the source settings for the rollover set is set as (leave blank).
We did not use any Dummy packages to process the subs either last year or this year so this will not be an issue for us.
I have however discovered that all of the orders from the previous season that were cancelled and have the new season added to the old order do not have an order date on them. I am not sure how this has happened though - as the order has had the 2011 package released in May of last year so should have had the order date entered at this time otherwise the order should not have been able to be saved. Could this be having an impact?
Thanks and regards,
Mardi.
I’m not sure. At this point it’s best for you to open a help ticket so the support staff can work with you to resolve the problem.
Thanks Kevin.
I will work with the support team to resolve it.
Thanks for your suggestions though!
Mardi Osborn
Manager, Client and Ticketing Services
Arts Centre Melbourne
From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Kevin SheehanSent: Friday, 16 March 2012 12:51 AMTo: Mardi OsbornSubject: RE: [Tessitura Ticketing Forum] Subscription Rollover Errors
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I am one of the lucky people that has to rollover over their last season's packages into dummy performances. So I've built the performances for each package that we offer. I have created the sets. Do I need to attach my list of current subscribers?
The set up is like this:
The error I'm getting in the rollover manager says:
Error finding Source/Appeal...
I don't know why it won't roll. If it allows you to leave the appeal and source blank then why would source dates matter? I don't know what else to check and I have to get this done today.