Revised: June 2010
Revised: June 2010
Dear User,
Thank you for choosing ShoWare™, powered by VisionOne Inc.!
This User Manual is meant to be a tool to assist in explaining the nuances of the ShoWare™ ticketing
system. The software was designed to be extremely intuitive so this manual is not suggested to be used
as a guide for how you use the ShoWare™ software, but as a tool to help you if you are in need of
assistance.
As a client of ShoWare™, you will be trained on the system so that it fits your business needs. We will
educate you on the “how-to’s” of the system while this manual will explain what exactly hitting “that
button” will do.
We hope that you find the information in this manual useful and that if you have any questions, you will
call us – remember, your project manager is only a phone call away!
ShoWare™
6781 N. Palm Ave Ste 120
Fresno, Ca. 93704
Ph: 559.432.8000
Fx: 559.431.5082
Email: [email protected]
Disclaimer: This manual is an adaptation of the 2.0 Operator Manual created by the developers of
ShoWare™. The new features of this manual include a Table of Contents, public listing, how to sell tickets
and helpful tips for the Operator. As improvements are made to the system, addendums will be created.
Confidentiality: This manual is intended for use by client of ShoWare™. ShoWare™ does not permit the
reproduction or the distribution of this document to anyone other than the client of ShoWare™ without
written permission from ShoWare™.
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Table of Contents
Table of Contents ............................................................................................................................................. 3 KEY .................................................................................................................................................................. 9 *Part 1: ADMIN BUTTONS & LINKS ................................................................................................................. 10 1.1 Batch Ticket Printing ................................................................................................................................. 11 Associating your Printer to ShoWare™ ............................................................................................................ 11 1.2 Box Office/Call Center Interface: How to SELL tickets ............................................................................... 12 1.2.1 Top Frame: Information Window ............................................................................................................... 13 Search Filtering Options ................................................................................................................................... 13 1.2.2 Middle Frame: Information Window .......................................................................................................... 14 Selecting Tickets – General Admission ............................................................................................................. 15 Selecting Tickets – Reserved Seating ............................................................................................................... 16 1.2.3 Bottom Frame: Basket ................................................................................................................................ 17 Basket Items ..................................................................................................................................................... 17 Begin Checkout ................................................................................................................................................ 18 Customer Information ..................................................................................................................................... 19 Delivery Option ................................................................................................................................................ 20 Delivery Information ........................................................................................................................................ 20 Billing Information ........................................................................................................................................... 22 Confirmation .................................................................................................................................................... 23 Finished! ........................................................................................................................................................... 23 1.3 GA Touchscreen ........................................................................................................................................ 24 1.4 Public Website ......................................................................................................................................... 24 1.5 Left Navigation ......................................................................................................................................... 24 Logoff ............................................................................................................................................................... 24 Change Password ............................................................................................................................................. 24 Change Printer ................................................................................................................................................. 25 *Part 2: CONFIGURATIONS & SETTINGS .......................................................................................................... 26 2.1 General System Settings ........................................................................................................................... 27 2.1.1 General Tab ................................................................................................................................................. 28 Page | 3
General ............................................................................................................................................................. 29 Email Confirmation .......................................................................................................................................... 33 Public Website Display Settings / Intl Shipping ................................................................................................ 34 Settings for Ticket Search and Selection .......................................................................................................... 35 Call Center Settings .......................................................................................................................................... 36 Settings for Shopping Basket & Checkout ........................................................................................................ 37 Ticket Printing and Fulfillment/Admin Pages ................................................................................................... 38 Save and cancel the action buttons on the bottom ......................................................................................... 39 2.1.2 Display Options ........................................................................................................................................... 39 Featured Events ............................................................................................................................................... 41 Upcoming Performances .................................................................................................................................. 42 Event Listing ..................................................................................................................................................... 42 Event Detail ...................................................................................................................................................... 43 Locations .......................................................................................................................................................... 43 Other Display Options ...................................................................................................................................... 43 2.1.3 Performance Listings ................................................................................................................................... 45 2.1.4 Order Status Display .................................................................................................................................... 46 System Names Defined .................................................................................................................................... 47 2.1.5 Ad Locations ................................................................................................................................................ 49 2.2 Basic Configurations ................................................................................................................................. 50 2.2.1 Seat Allocation Types .................................................................................................................................. 51 Creating an Allocation Type ............................................................................................................................. 52 2.2.2 Discount Codes ............................................................................................................................................ 54 There are two categories of Discount (price) codes ........................................................................................ 54 Creating a Discount Code ................................................................................................................................. 55 2.2.3 Payment Types ............................................................................................................................................ 57 Creating New Payment Types .......................................................................................................................... 58 2.2.4 Delivery Methods ........................................................................................................................................ 59 Creating Custom Delivery Methods ................................................................................................................. 60 2.2.5 Order Fees ................................................................................................................................................... 61 Creating a Custom Order Fee ........................................................................................................................... 62 2.2.6 Ticket Fees ................................................................................................................................................... 63 Types of Ticket Fees ......................................................................................................................................... 63 Creating Ticket Fees ......................................................................................................................................... 64 Page | 4
2.2.7 Banner Ads .................................................................................................................................................. 65 How to Edit Your Banner Ad Attributes ........................................................................................................... 66 2.3 Options & Classifications .......................................................................................................................... 67 2.3.1 Hold Categories ........................................................................................................................................... 68 What is a Hold? ................................................................................................................................................ 68 Creating Hold Categories ................................................................................................................................. 68 2.3.2 Patron Classifications .................................................................................................................................. 69 Creating New Classifications ............................................................................................................................ 69 2.3.3 Heard About Values .................................................................................................................................... 70 Creating Heard About Us Values ...................................................................................................................... 70 2.3.4 Departments ............................................................................................................................................... 71 Creating Departments ...................................................................................................................................... 71 2.4 Access Control Settings ............................................................................................................................. 72 2.4.1 Key Matrix Definitions… .............................................................................................................................. 73 2.4.2 Print @ Home Ticket Layout ....................................................................................................................... 74 [email protected] Example ...................................................................................................................................... 74 Changing [email protected] Ticket Layout .............................................................................................................. 75 2.5 Memberships ........................................................................................................................................... 76 2.5.1 Membership Settings .................................................................................................................................. 77 General Settings ............................................................................................................................................... 77 Admin Pages & Call Center Interface Settings ................................................................................................. 77 Public Website Settings .................................................................................................................................... 77 Membership Expiration Email .......................................................................................................................... 79 Membership Public Website Info Bar .............................................................................................................. 79 2.5.2 Membership Types ...................................................................................................................................... 81 Creating a New Membership Type .................................................................................................................. 82 2.6 Donations ................................................................................................................................................. 84 Setting Up Donations ........................................................................................................................................... 85 General Settings ............................................................................................................................................... 85 Admin Pages & Call Center Interface Settings ................................................................................................. 85 Public Website Settings .................................................................................................................................... 85 Donation Page Layout on Public Site ............................................................................................................... 85 Donation Confirmation Email .......................................................................................................................... 85 2.7 Image Management ................................................................................................................................. 87 Page | 5
2.7.1 Manage Event Images ................................................................................................................................. 88 2.7.2 Manage Banner Images .............................................................................................................................. 88 2.8 List Box Offices ......................................................................................................................................... 89 2.9 List Promoters .......................................................................................................................................... 90 2.10 Venues ................................................................................................................................................... 91 2.10.1 List Venues ................................................................................................................................................ 92 2.10.2 New Venue ................................................................................................................................................ 93 2.10.3 List Seat Maps ........................................................................................................................................... 94 2.10.4 New Seat Map ........................................................................................................................................... 95 Information Necessary to Create a New Seat Map ......................................................................................... 95 Steps to Create a New Seat Map ..................................................................................................................... 97 2.10.5 New GA Seat Map ................................................................................................................................... 107 2.10.6 Copy Seat Map ........................................................................................................................................ 109 *Part 3: EVENTS & PERFORMANCES ............................................................................................................. 111 3.1 List Event Categories .............................................................................................................................. 112 3.1.1 Creating an Event Category ....................................................................................................................... 113 3.2 List Events .............................................................................................................................................. 114 3.3 New Event .............................................................................................................................................. 115 3.3.1 Creating a New Event ................................................................................................................................ 116 General Information ...................................................................................................................................... 116 Early Booking & Passwords ............................................................................................................................ 117 Images & Categories ...................................................................................................................................... 118 Custom Event Branding & Access .................................................................................................................. 119 Linking to the Event ....................................................................................................................................... 120 3.4 List Performances/Packages ................................................................................................................... 121 3.5 New Performance ................................................................................................................................... 122 3.5.1a Required Fields ........................................................................................................................................ 122 3.5.1b Fields that Appear ................................................................................................................................... 123 Performance Status ........................................................................................................................................ 127 Ticket Layout .................................................................................................................................................. 130 Performance Pricing Setup ............................................................................................................................ 131 Maintain Automatic Price Changes ................................................................................................................ 132 Maintain Discount Code Coupons & Passwords ............................................................................................ 132 3.6 Copy Performance / Package ....................................................................................................................... 135 Page | 6
3.7 Auto Scheduler ....................................................................................................................................... 136 3.8 New Package .......................................................................................................................................... 140 *Part 4: TICKET MANAGEMENT .................................................................................................................... 141 4.1 List Holds ................................................................................................................................................ 142 4.2 List Orders .............................................................................................................................................. 143 4.3 List Tickets to Print (Mail) ....................................................................................................................... 144 4.4 List Tickets to Print (Will Call) ................................................................................................................. 145 4.5 List Tickets to Mail .................................................................................................................................. 146 *Part 5: BATCH TICKET PRINTING ................................................................................................................. 147 5.1 Printer Selection Menu ........................................................................................................................... 147 5.2 Create Batch Orders ............................................................................................................................... 148 5.3 Printed Batch Log ................................................................................................................................... 149 *Part 6: PATRONS & MEMBERS .................................................................................................................... 150 6.1 List Patrons / Members .......................................................................................................................... 151 6.2 New Patron / Member ........................................................................................................................... 152 6.3 New Donation ........................................................................................................................................ 155 *Part 7: REPORTING ..................................................................................................................................... 156 7.1 Ticket Inventory ..................................................................................................................................... 157 7.1.1 Performance Report – Detailed ................................................................................................................ 158 7.1.2 Performance Report – Summary .............................................................................................................. 160 7.1.3 Event Report ............................................................................................................................................. 161 7.1.4 Seating Manifest ....................................................................................................................................... 162 7.1.5 Delivery Report ......................................................................................................................................... 163 7.1.6 Allocation Report ...................................................................................................................................... 164 7.1.7 Tickets On Hold Report ............................................................................................................................. 165 7.1.8 Exchange Report ....................................................................................................................................... 166 7.1.9 Ticket Re‐Print Report ............................................................................................................................... 167 7.2 Fulfillment .............................................................................................................................................. 168 7.2.1 Ticket Buyer Report ................................................................................................................................... 169 7.2.2 Ticket Re‐Print Report ............................................................................................................................... 170 7.2.3 Tickets to Print (Mail) ................................................................................................................................ 170 7.2.4 Tickets to Mail ........................................................................................................................................... 170 7.2.5 Mail Order Fulfillment ............................................................................................................................... 171 7.2.6 Tickets to Print (Will Call) .......................................................................................................................... 172 Page | 7
7.2.7 & 8 Access Control Data ............................................................................................................................ 172 Download AC Codes ....................................................................................................................................... 172 Upload AC Results .......................................................................................................................................... 172 7.3 Accounting & Finance ............................................................................................................................. 173 7.3.1 Cashier Report ........................................................................................................................................... 174 7.3.2 Daily Payment Report ............................................................................................................................... 175 7.3.4 Reconciliation Report ................................................................................................................................ 176 7.3.5 Transaction Report .................................................................................................................................... 177 7.3.6 Ticket Data ................................................................................................................................................ 178 7.3.7 Included Fees/Cost Report ........................................................................................................................ 179 7.3.8 ShoWare™ LLC Ticket Fees vs. Ticket Fee Revenue .................................................................................. 180 7.3.9 ShoWare™ LLC Discount Code Group Report ........................................................................................... 181 7.4 Marketing & Sales .................................................................................................................................. 182 7.4.1 Banner Stats .............................................................................................................................................. 183 7.4.2 Commission Report ................................................................................................................................... 183 7.4.3 Access Control Report ............................................................................................................................... 184 7.4.4 Heard About Us Report ............................................................................................................................. 185 7.4.5 Redeemed Coupon Report ........................................................................................................................ 186 7.5 Patrons & Memberships ......................................................................................................................... 187 7.5.1 Patrons Per Classification .......................................................................................................................... 188 7.5.2 Patron Order Addresses ............................................................................................................................ 189 7.5.3 Patrons ...................................................................................................................................................... 190 7.5.4 Membership Reconciliation ...................................................................................................................... 191 7.5.5 Membership Transaction Summary Report .............................................................................................. 191 7.5.6 Membership Manifest ............................................................................................................................... 191 7.5.7 Membership Allocation Redemption Summary ........................................................................................ 191 7.5.8 Membership Cashier Report ..................................................................................................................... 191 7.5.9 Membership Daily Payment Report .......................................................................................................... 191 7.5.10 Donations ................................................................................................................................................ 192 7.6 System Reports ...................................................................................................................................... 193 7.6.1 Activity Report........................................................................................................................................... 194 7.6.2 ShoWare™ LLC Log .................................................................................................................................... 195 7.6.3 Payment Gateway Transaction Log ........................................................................................................... 196 Page | 8
7.7 Custom Reporting ................................................................................................................................... 197 *Part 8: ADMINISTRATION ........................................................................................................................... 198 8.1 List Users ................................................................................................................................................ 199 8.2 New Users .............................................................................................................................................. 200 8.3 List Reporting Users ................................................................................................................................ 204 8.4 New Reporting User ............................................................................................................................... 205 KEY
Suggestion for Standard Operating Procedure
TIP:
The items highlighted in blue are tips from your project managers
NOTE:
All items in purple are notes and reminders to help you through the system
*HTML:
These sections are HTML compatible and is suggested in most cases
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*Part 1: ADMIN BUTTONS & LINKS
To ease your use of the ShoWare™ system, we have made the home screen the place where you can go
to most easily use the system.
From the home site, when you initially login to your system at http://tickets.xxxx.com/admin, you can see
how sales are going for the next 10 performances and/or how sales are going for the day (starting at
12:01am). These are only visible if you choose to make them so in the general settings (see Section
1.1.1 General Tab). Whether you choose to show the sales statistics or not, the business and support
information for the ShoWare™ system is on the bottom of the main frame of the home screen.
The administrative side of ShoWare™ is made of three frames. The top frame contains the Home button
(just click the ShoWare™ icon) and shortcuts to the ticket sales person’s most common functions: Batch
Ticket Printing, Box Office, GA Touchscreen and the Public Website. The left frame allows you to navigate
throughout the administrative pages and is dynamic to your personal login settings and permission.
Lastly, the right frame is where you enter and change items in the system.
In this prologue, we will further explain the home screen and introduce you to the admin side of your
ShoWare™ system.
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1.1 Batch Ticket Printing
The Batch Ticket Printing function allows users to print ticket orders all at once rather than printing each
ticket order separately. This menu offers numerous printing options including a drop down to select the
printer you would like to use, the ability to select mail or will call and print those batches separately, the
option to filter batches by performance code or by a date range, management and utility options, and
more.
To print tickets, you must have a printer installed. The developers of ShoWare™ have chosen to partner
with the top ticket printer manufacturer in the industry, Boca Systems, to integrate ticket printing with
sales. With this partnership, ShoWare™ is your first line support for Boca Printers including their sales
and installation. Please contact your ShoWare™ Project Manager for more information on purchasing a
Boca Ticket Printer.
Associating your Printer to ShoWare™
Please call you project manager to walk you through installing the correct driver for your printer. After
you have installed the printer, you need to associate the ShoWare™ system with this printer. To make
the ticketing system and the printer talk to each other, you need to click “Change Printer” from the left
frame of the administrative screen.
When you click this, a pop-up will try to appear. You must allow pop-ups for this site; click “allow pop-ups
from this site.” If you now look to the top of your admin screen, you will see that a message appears just
below the address toolbar/just above the ShoWare™ icon.
Right click on this tool bar and Install the ‘Active X’ component. This Active X component for Internet
Explorer is what makes the system completely functional and why we state that you must use Internet
Explorer to fully utilize the ShoWare™ Ticketing System.
If you have any questions, please contact your Project Manager at [email protected] or
559.432.8000.
For more information on Batch Ticket Printing, please see Section 4: Batch Ticket Printing of this manual
where each printing option is explained in detail.
TIP: We strongly suggest that you also add your ticketing site to your trusted sites in Internet Explorer
Options
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1.2 Box Office/Call Center Interface: How to
SELL tickets
As you saw in the introduction to the Administrative Screen, in the top frame there are a series of
shortcuts on the top right. To sell tickets, you need to click “Box Office” and the Box Office/Call Center
Interface will open so that you can sell tickets.
The Box Office/Call Center Interface is the screen where all the box office functions are put together for
the box office/call center attendant, empowering the employees to access, find, and complete tickets
sales, holds, and donations (if enabled).
Like the administrative section of your ticketing site, the Call Center Interface consists of three frames:
top frame for searching, middle frame for displaying information, bottom frame for your basket and
completing transactions. All three of these frames are always present but may be minimal in height
depending on what functions you are currently completing.
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1.2.1 Top Frame: Information Window
Search Filtering Options
For ease of use, there are buttons that can help you speed up the selling of tickets. A performance can be
selected by utilizing the specific Performance Code or by utilizing the Event Drop-down box where the
users can find all the performances available for sale under that specific event. Performance(s) can also be
found by utilizing Keyword, Date range, Venue and Category.
Search: green button on left of top/search frame; once you select the criteria for the performance you
click this button to pull up all performance that match
Clear Form: throughout the ShoWare™ system there are ‘clear’ buttons or ‘reset’ button that allow you
to quickly clear out and rest the search criteria
Today’s Performances: clicking this button will show you all performances available for the remainder of
the day; if you have a series of shows on any particular day or if you are running a box office the night of
a show, this is the easiest button to hit to sell tickets
Patron/Member Lookup: if you need to find orders or information based on a patron or member, use
the Patron Lookup to find the patron and you can then click to list all of their order or edit their
information directly from this window
Order Lookup: order searches are probably the most used function after selling the tickets and contain
all the information for an order including transaction IDs patron information, shipping and most
importantly details on the tickets selected including the pricing, fees and seating; for more information on
the order screen and information, see Ticket Management > List Orders (section 3.2 in this manual)
Note: depending on the width of your screen, you may or may not see the following buttons easily; to find
them, use the scroll bar on the right side of the navigation frame to scroll down.
Hold Lookup: hold searches, like orders, can be completed both through the admin screens as well as
through the Call Center Interface; for more information on the order screen and information, see Ticket
Management > List Holds (section 3.1 in this manual)
New Donation: if your system has the Donations & Memberships Module enabled, then you will have the
ability to process donations through the Call Center in addition to when the Patron Account is created; the
settings for donations can be edited by the site administrator – further details on this can be found in
General Settings > Donations (section 1.6 of the manual)
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1.2.2 Middle Frame: Information Window
Performances that are valid in the system will display in the main information window (middle frame). If
there is only one performance that matches the criteria, the screen immediately below is skipped and you
can continue onto the next step. Otherwise, you will click the reserve tickets button to select tickets for
the performance of your patron’s desire.
TIP: to help you through the ticket purchasing process, you can always look to “follow the traffic signals”
for guidance
o
Look for the Green button to take you to the next step
o
Yellow buttons are suggested to be used with caution as using these buttons mean that not
all information on the patron is collected
o
Red are to be used to clear a form or cancel the current process
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Selecting Tickets – General Admission
Based on how the seat map for the performance was created, there may or may not be a Quick Pick
option. If available for the seat map, selecting “add to basket” from quick pick will put the “best
available” seats at the listed price (use the drop down to select a different price) according to the map
creator into the basket and those tickets will be priced at the default price for that section.
Selection of tickets can also be made individually from the specific seating areas. As you can see below,
this seat map only has one section, GA, with 120 seats available and a default price of $65. There are two
discount codes available for this section and you can purchase 1 or more of either or both at this time. If
you have grouped discount codes due to the large number in your system, you can “Filter Discount Codes
By” using the group listing dropdown.
After you select the number of tickets you desire, click “add to basket”
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Selecting Tickets – Reserved Seating
Just like with a GA Seat Map, based on how the seat map for the performance was created, there may or
may not be a QuickPick option. If available for the seat map, this will get you the “best available” seats at
the listed price (use the drop down to select a different price) according to the map creator and they will
be priced at the default price for that section.
The difference for Reserved Seat Maps is that when you pick individual seats for the patron, you are
literally picking the specific seats from specific rows for the chosen section. Below is an image of what
this looks like. You would first select the selection by clicking “select seats.” Then when the pane
refreshes, select seats simply click the boxed to enable the selection (mark them with a check) and click
the green button, “add to basket.”
As you can see in the second image below, there is an “i” that you can click for more information on what
the colored boxes mean. As these allocations and color coding are chosen by the site administrator, it is
different from system to system but the “i” (information) will explain the coding.
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1.2.3 Bottom Frame: Basket
As soon as tickets are selected and the “add to basket” button is pressed, the basket portion of the screen
will take you to the actual shopping basket and the checkout process can begin. This entire process takes
place in the bottom most frame of the Call Center Interface.
Basket Items
The initial checkout screen is your home or “Basket” for the system. Listed are the events that you have
selected to sell to the patron including the performance name, performance code, venue and start date &
time.
Below the performance information are the line items for the checkout. Each line represents one ticket.
The ticket details listed include the seat location, discount code, price, excluded fees and line item total.
The expiration listed is how long the tickets will remain in the basket. The expiration is set-up on a
performance basis; details on ticket expiration can be found in Section 2.5.1b part 16: Ticket Reserve
Time.
Discount Codes may be edited by selecting the Change for the line item or Mass Apply Discount buttons, if
available, for that performance. Tickets can also be added to or removed from the basket as necessary.
Appropriate checkboxes are provided if there is a need to WAIVE any EXCLUDED, ORDER, or DELIVERY
fees. The summations tell you exactly how much money is being collected for each item including the
ticket face value.
To remove an individual line item, check (enable) the box to the right of that item and click the “remove”
button. The page will refresh with this item removed.
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Begin Checkout
Basket Options: as you can see, these buttons are red to show that this is a serious decision and follows
the traffic light coding
• ABORT ORDER - removes all items from the basket and remove patron or member selected for call
center
• DELETE BASKET - removes all items from the basket but if a patron is selected, the patron
affiliation will continue for this order
Member Options: if you have the Membership Module selected, then your members, based on their level
of membership, may be entitled to special discounts. Their account will unlock the discounts available to
them and only allow that quantity to be enabled. To search for the patron you can use the magnifying
glass or if you print cards, this would be a number you would want added to the membership card for easy
reference. Once entered, you can click change to the line item and select the MEMBERAL discount code
for their price break on the tickets.
Anonymous/Walk-Up Checkout: (if enabled for the user) the sales person is able to proceed with the
general "walk up" sales based on Payment Methods enabled for the performance. The FINISH ORDER
BUTTON will complete the order and send the print job to the printer. A convenient field is given to assist
in calculating change if a Cash payment method is selected. If credit card is chosen as the payment
method, that screen will appear and you can either swipe the card through a USB device hooked to your
computer or manually enter the data.
Patron contact information is not collected through anonymous checkout. This button is yellow for this
reason as you will not have any information to contact the patron; we recommend only using this the day
of your event as hopefully you know at that time that the performance will not be canceled. Otherwise
you can later search by the order number printed on the tickets or the person’s credit card number if they
paid by that method.
Call Center Checkout: screens will guide operators through steps that will allow the creation of a new
patron or assignment to an existing patron in the system for the order. If you are selling advance tickets,
this is the selection you should use.
Hold Tickets: The New Hold and Add to Hold buttons are also provided in the Box Office Interface
Screens. Holds or addition of tickets to existing Holds are made in the same fashion as completing an
Order. NO PAYMENT is received for Holds because they are not considered sales. A Hold though MAY BE
CONVERTED into an Order (sale) at the operators discretion. Holds effectively remove an amount of
tickets from capacity with the easy ability to convert these to an order before or after the performance
occurs.
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Customer Information
The first step required is associating the tickets in the basket with a patron account. You can
either select an existing patron or create a new account. The system checks for duplicate email
addresses but no other contact information is checked so we suggest always asking (and maybe even
checking) if the patron has purchased tickets before so that you can keep your system clean without
creating duplicate patrons.
On the public website, the email address is considered the login for the account and the user must provide
this to create an account. An email is automatically sent by the system to confirm the order to the patron.
They can later check on this order by logging into your ticketing system through the “My Account” link on
the header of your public ticketing website.
As you can see in the image below, as you complete the Call Center Checkout, the top of the screen tells
you what step you are currently on and which you have completed. Those in green are completed, the
yellow is your current step and those in red text are steps still to be completed. You must follow through
the progression completely when you choose this checkout method.
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Delivery Option
After the patron is selected, the patron then chooses the method for delivery of their tickets. In the
performance below, only one Delivery Method is enabled ([email protected]). This is also the portion where, if
enabled, the customer is asked how they “Heard About Us.” You can add additional information to be
displayed here (and on this step on the public website checkout); see General Setting > Delivery, section
1.1.1 part 9, for more information on this.
Delivery
Option
“Heard
About Us”
Delivery Information
The delivery information is then confirmed. If you are shipping to an address, the address populates and
you can change this by clicking the “edit” button. It can be different than the patron address. If the
patron selected [email protected], their email address is confirmed during this step as you can see below; the
email address for ticket delivery can also be changed here and does not have to match the patron
information.
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E-mail
Confirmation
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Billing Information
It is vital for you to have billing data for your patron consistent to that of their credit card company for
security reasons. The matching of the zip code can significantly assist when disputing chargeback claims.
To check on the address matching, the system can be enabled to verify the Zip Code for you. In this
case, the credit card will not be processed if the zip code provided in the billing information does not
match that on record with their credit card company.
In each order that is paid by credit card, there is a “Credit Card Transaction and Refund Transaction
History.” To see this, scroll down in the order detail and you will get all the information on the credit card
transaction (see Ticket Management > List Orders; section 4.2 of this manual). The system will always
check for zip code and street address matching but will not reject the order to have the zip code matching
be set as a requirement.
You can either edit the patron account by clicking “edit this address” or you can create a new address for
the account specific for billing by selecting the “add new address” button.
After the address is approved or adjusted, you enter in the payment information. Like the Anonymous
Checkout Option, you can swipe a credit card at this point or manually enter in the card information. You
can also choose a Box Office Payment Method at this stage; clearly the Credit Card Zip Code check will not
be performed if a Box Office Payment Method is chosen.
Another security feature is available on the website and call center – you can request the credit card
security code. This feature is used in the industry to make sure that the card is actually in the possession
of the person who is making the purchase and also assists in chargeback disputes.
Click here to
“Add New
Address”
Click here to edit an
existing address
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Confirmation
The confirmation is the final stage before the order is completed. On this screen all information
that you inputted through the previous steps are displayed. As a part of your standard
operating procedures, whatever disclaimers that the patron must agree to should be repeated at this point
including things like “No Refunds or Exchanges” and/or “Event happens rain or shine.”
On the public website portion of this step, the patron must click a box stating that they agree to the Terms
and Conditions of the Site and acknowledge the Privacy Statement. You can edit either of these in the
General Settings (see section 1.1).
Click the “Place Customer Order” button to complete the transaction and place the order.
Finished!
You have just completed an order. An email will be automatically sent to the patron’s email and the final
page below will be displayed. The patron on the public website also sees a similar page; only upon the
seeing the 6-digit order number is the order completed. Unlike using the Anonymous Checkout, the
tickets will not automatically print; you can print out the tickets by hitting “Print the Order.” Click
“Continue” to process the next order.
6-Digit
Confirmation
Number
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1.3 GA Touchscreen
This is a custom development project for any system. If you are a high-volume (or have consistent highvolume) days and you are a GA venue, this is a project that you might want to consider investing in for
your box office. If you would like to see a touchscreen interface demonstration, contact your Project
Manager for more details.
1.4 Public Website
To see what the public is seeing at any time, the shortcut button of “Public Website” appears on the home
screen on the top frame of the administrative site. Clicking this shortcut will open a new window with
your public ticketing site so ‘you can see what they see.’
1.5 Left Navigation
The left navigation bar of the administrative site is used to select whatever module and menus you desire.
Each system user account may look different depending on what you are allowing that user to do in the
system. Only Site Admins will look exactly like the images in this manual. All other users will have scaled
down versions.
Logoff
No user should leave their station logged in. For accounting and general security reasons, when
a user is leaving their station, they should logoff from the ticketing site. We strongly encourage
you to make this a part of your standard operating procedures. Remember that logins are tracked as well
as order and hold modifications with the user id so each must be unique and should be secure.
Change Password
Unlike Windows, there is no way to make users reset their password after a certain number of
days. Changing passwords every so often is generally a good idea for security protocol. The
user can have control over this is you enable it for their user account. The site admin can also change the
password for any user when they login (see Part 7: User Administration for more information on system
user accounts)
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Changing Your Ticket Printer
As you may use your account on multiple terminals, one of the first steps upon login should be to choose
an appropriate printer for the terminal. When you select change printer, the following information
populates in the bottom right frame. The printers populated are all those installed and active on your
computer.
To select the proper printer for the ticketing system, click “choose” next to the printer name. You can
then click “Print Calibration Ticket” to test your printer setting. Most adjustments are made on the printer
itself but contact your Project Manager if you need to make adjustments to your Ticket Layout based on
your ticket stock.
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*Part 2: CONFIGURATIONS & SETTINGS
Under Configuration & Settings, users can set up the building blocks of the ShoWare™ ticketing platform.
Most information located in this part of the system is considered a place holder and is necessary to be able
to proceed with the creation of components listed further down in the system. A hierarchy is established
that keeps the user on a linear path towards stating to the system what is on sale and how the sale is
going to proceed.
While Part 2: Configurations & Setting is lengthy and detailed, understand that is done during your initial
site set-up/training and can used as a reference if you want to change something in the site (which should
not happen often).
Part 3: Events & Performances is where you will spend most of your time once your system set up is
complete. The entire configuration is going to be done within these two menus. All further sections are for
administrative functions: how you find your orders, fulfill your tickets, print your tickets, get your reports,
handle your patrons and members, et cetera.
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2.1 General System Settings
General System Settings allow the users to set up Global parameters for the whole ShoWare™ ticketing
platform.
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2.1.1 General Tab
This area allows the system administrator to create general information for the system as a whole; these
items cannot be changed on a per-event or per-performance level unless specified in the following
notations.
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General
See Images following the text for screen shots of locations to fill in the following data.
1. Ticket System Name: This is the name that is going to appear at the top of your browser and
on the authentication screen. This also can be used as a place holder; I will show you what a place
holder is further down on your site.
2. Privacy Policy Email: This is a "Place Holder" in Privacy Policy Text (see below). This is your
Contact Email Address for Patrons that have questions or concerns regarding your privacy policy.
3. Password Reminder Email: This is an email that patrons who have an account receive when
they have forgotten their password. Clicking on the “forgot password” link will tell the system to
send the patron an e-mail with their password reminder.
4. Ticketsystem Phone # (Call Center): Under every performance there is a performance status
option where you can limit the sale of tickets to “phone call only”. If a patron needs information
about a particular sale or they want to purchase a ticket on the Public Web site, there will be a
telephone icon. When they click on the icon, the Ticket System Phone # appears in a pop up
window for them.
5. Home Page Site Info: This block of information shows up on your public web site in the lower
left corner, it displays your business information. This should contain your Mailing Address, All
Phone Numbers, Box Office hours etc. Content must be entered in HTML Format. This block of
code will expand to accommodate as much info as needed.
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6&7. Privacy Policy & Terms of Use: The privacy policy and your terms of use are located in these
2 fields. It appears on every page at the bottom of the screen and on 2 popup windows. This is
where you put in your policies and the terms of use for your site.
*HTML compatible and suggested
Note: The system comes with a default Privacy Policy & Disclaimer. The text located in these 2 windows is
a template that we have created, through our research on the web and in conjunction with our corporate
lawyer. You can utilize them in their entirety or you can highlight, copy, and cut them out and then input
your own privacy policies.
*DISCLAIMER – We are not liable for statements in the Privacy Policy, Terms of Use or how you
follow the listed statements with your standard operating procedure; use those listed at your
own risk.
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8. New Patron Account Welcome Text (Public website only): This text comes up when a new
patron creates their account. This is a nice way to personalize their experience. Text can say
something like Thank you for creating an account, Check back often for special offers, or anything
else you want to input in there. *HTML compatible
9. Delivery Method Selection Intro (Checkout): This message comes up at check out to
provide your patrons with any important messages they need to know regarding your shipment
methods. For example, most shipping providers will not ship to a P.O. Box. That is the default
message we provide you with. *HTML compatible and suggested
a. ADDRESS VERIFICATION: When people create their standard address through their
patron profile, they might use a P.O. Box or an address other than their billing address. The
banks will not issue a credit card to a P.O. Box; they require the billing address to be a
street address. When you have address verification services set up in ShoWare™, your
payment gateway will cause the transaction to fail because the shipping and billing address
do not match.
b. DEFAULT MESSAGE: You can use this standard message so your patron will be sure not
to use a P.O. Box. In case you have changed it, the default text and html code so that it
appears in RED on your site is:
• <font color=”red”>We cannot ship to P.O. Boxes</font><br>
• Some people change it to say “Please use your billing address as your
standard address because we check for credit card verification.”
c. ADDITIONAL STANDARD TEXT: We put this in here as a page fill to remind you that you
need to input some information that your patrons need to know. We have also added that
we need a photo ID and the credit card used to purchase the tickets for patrons picking
their tickets up at the box office. In case you have changed this text, the default phrasing is
below:
• You must bring a photo ID and the credit card used to purchase these tickets.
• Why? In the Ticket Buyer Report (see Reporting) you will find the order # for the
person, the last 4 digits of the credit card and the name of the person. You can
expand this message or alter it as you see fit so that your patrons know what they
need to do when the reach the point where they select the delivery method and right
before they enter the payment screen again
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10. Confirmation Screen Message (Checkout): This box is for you to input information to
reinforce policies or to state certain facts to your employees and/or patrons.
a. This message appears on both the check out page in the box office interface and the
checkout screen on the public site. It appears next to the check box that says, “Yes, I have
read and understood the terms and conditions of the site.” This is something that has been
traditionally used in the past to reinforce policies that your merchant services might require.
b. Some clients and merchant processors need to see “No Exchanges AND No Refunds” or
“Please check our website at www.___.com for the latest update on anything that may
affect your tickets, like weather, construction, and events happening around town.”
11. Refer to a "Subscription Package": How do you refer to subscriptions?
a. Examples Subscriptions are a series of tickets, some people call them subscriptions, mini
plans, base ball teams call them season tickets
b. Here you have the ability to give it the name that you choose for your installation.
Always in singular the “s” for the plural will be added by the system.
12. Hover: If you have reserved seating seat maps and image maps you might be blocking off
certain seats, you might be making sections unavailable for purchase, sections might be depleted,
or there might not be any more inventory left in those sections (AKA Sold Out). Some accounts
want those to appear as sold out some want them to appear as NA or Not Available, so we have
given you a field here to choose how you want it to display when there are no more tickets
available in a section on a Reserved Seat Map (see Venues > New Seat Map).
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Email Confirmation
See Images following the text for screen shots of locations to fill in the following data.
13. Email Confirmation Settings: With every purchase the patron receives a confirmation email.
You can type whatever you like here. Remember, this is a system wide setting, so the information
shouldn’t be performance specific.
14. Confirmation Email Name: This is a place holder that can be an email from wherever you
want it to originate from. Example, V-1 Ticketing Services, ABC Customer Services, XYZ Ticket
Verification
15. Confirmation Email Address: This is another place holder. Here it says [email protected],
but it should be a local email address/alias for your company like [email protected]
16. Confirmation Email Phone #: Your contact number will also be in the email for your patrons
to be able to contact you with any questions or with anything to do with the order by phone.
17. Confirmation Email Fax: Again, this will also appear so your patrons can contact you.
18. Confirmation Email Message: This will appear right below the header and order # of that
confirmation email.
• The system generates information containing the billing information, shipping information,
seats/reservation and day of purchase.
• The system will allocate as much space as you need in here to input whatever information
you want. For instance, “Thank you for purchasing from_________. Come back and look
us up at www.yourcompany.com for future offers and updates. We appreciate your
business.”
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Public Website Display Settings / Intl Shipping
See Images following the text for screen shots of locations to fill in the following data.
ShoWare™ is an international company; we have installations in Canada, South America, the Middle East
and Europe.
19. Allow International Mailing on Public Site… If your business requires the shipment of
tickets to international address, you can choose to permit international mailing on your public web
site. The country’s currency symbol, the abbreviation, the name, the date format the time from
the 12 hour am.
• You do not need to change any of the other Country, Currency Symbol, Currency
Abbreviation or Currency Name.
• If you choose, you can change to one of the other date format of change to a 24-hour
clock (Military Time)
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Settings for Ticket Search and Selection
See Images following the text for screen shots of locations to fill in the following data.
These settings affect the public user on the website, your “Online Patrons,” only.
20. Browse by location: This is a feature that allows you to display information on the home
page. If you have more than one venue/location where events happen, you will be able to show
them on your public web site by choosing a city. This will filter the events and performances based
on that specific venue. You can also choose to show only venues/location with upcoming
performances or all of your locations independent of whether they have valid performances or not.
• To remove the “Locations” section of the left side bar all together, see Display Options >
Locations.
21. Jump into Section Detail on Public Site, if Seat Map has only a single Section: The
system can be configured to go directly into the section detail that has the only available inventory;
this reduces the number of clicks your patrons make if there is only one section from which to
choose tickets.
22. Prohibit Gaps (Reserved Seating): This is to reduce the occurrence of orphan (single)
seats. Customers will be required to order contiguous blocks of seats.
23. System Password Use Enabled & Access Password: One of 3 that can be configured in
the system this is the first one and is on a global level. This password will grant access to
protected events and performances if system password use is enabled. The password will work in
addition to the event which is the second level or performance which is the third level of
passwords.
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Call Center Settings
See Images following the text for screen shots of locations to fill in the following data.
24. Call Center Settings: (when these options are selected) It will expand Discount Code
Selection in Call Center for GA Sections by Default and it will Expand Price Categories and
Allocations in Call Center for Reserved Sections by Default.
a. Expand Discount Code Selection in Call Center for GA Sections by Default: For your
GA sections we have the ability to expand the discount code selection on your box office
interface. So if you have a GA section with 15 different discount codes, with this option you will
be able to see all available discount codes allowed for the particular performance listed. At
which point you will be able to set a quantity and proceed with check out. This applies for both
the box office and call center interface.
b. Expand Price Categories and Allocations in Call Center for Reserved Sections by
Default: This is one of our latest features! When you choose to expand price categories and
allocations in the call center for reserved sections you will see an information block with all of
the pricing and allocations. This enables better viewing of price category seat availability, so
you can navigate if there are allocations or holds without having to go back and forth to
different screens. You can just go directly into a particular section and deal with those specific
allocations.
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Settings for Shopping Basket & Checkout
See Images following the text for screen shots of locations to fill in the following data.
25. Max Tickets per Basket: Here you can choose the maximum amount of tickets a ticket buyer
will be allowed to purchase per basket.
• We guarantee the system for 100 tickets or under in a basket. The developers can change it
to exceed 100 if you need, but you understand that the software developer, VisionOne, Inc.,
will only guarantee up to 100. If there are any problems with tickets and time outs then we
would have to charge time and materials to trouble shoot the errors.
• This particular max ticket pertains to how many per basket up to those 100 tickets you will
allow globally for your people in the box office interface AND your customers online to be able
to input in their basket. You also have a setting like this under every performance; this limit
takes precedence over the performance when the performance is left at “0” – otherwise, the
performance limit will set the per-order basket limit.
26. Show Available Delivery Options in Basket: Under basic configurations you are able to
configure your own delivery methods. The patron can choose from the available delivery method.
We have created pages that come up in the purchasing process. For the patron using the public
web site, the page comes up after they have chosen their seats and logged in and for purchases.
Going through the call center a page comes up right after the patrons name is entered.
27. Minimum Age of a person to be allowed to create an online Account in this system:
Many venues have certain age limits and this is where we input that age. It shows during the
patron creation screens. The patron has to click a button agreeing that they are of age to purchase
tickets and to enter the premises.
28. Renew ticket reservations on the public website during check out: During check out
you have a set amount of time that tickets can sit in transition before the system times out and the
tickets in transition either have to be purchased and that ticket will go into a sold status or those
tickets will be purged and returned back into the inventory where they can be selected and sold.
Right before the system times out a pop up will appear saying “one or more tickets in your basket
are getting ready to expire.” Here they will be able to renew the amount of time that the tickets
will be kept in the basket so they can proceed comfortably with their check out. It is up to you
whether you allow this or not.
29. Questionnaire during Checkout (Heard About Us): This section allows the Site Admin to
track marketing efforts and identify the source of ticket purchasers. Enabling this will display the
questionnaire on both the public and call center checkouts; you will input the data fields in Section
2.3.3: Creating Heard About Us Values.
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Ticket Printing and Fulfillment/Admin Pages
See Images following the text for screen shots of locations to fill in the following data.
30. Settings for Ticket Printing and Fulfillment: These settings will only affect the
administrative users of the system
a. Will Call Pick up Settings: This gives you the option to either have the patrons pick up all
tickets in their order at the 1st performance that they are attending or pick up tickets for a
particular performance at each performance separately if there are multiple performances in
their order. This only affects “Mixed-Basket Systems.”
b. Number of Receipts to Print (Physical Ticket Printing): Many requests have come in for
the option to print receipts with the tickets or never print tickets. Clients have also asked
that a receipt print for the client and another for the box office. Here you have the option
for none, the standard of 1 or 2 receipts to be printed from the system. Remember that we
are setting the global settings here so this pertains to the whole application.
i. These are ticketed receipts that are printed along with the tickets for the will call
tickets.
ii. If you choose 1 receipt there will actually be 2 things printed in addition to the
actual tickets: the signature card which has the person’s name & address if the order
is to be mailed and then one copy of the receipt.
31. Settings for Admin Pages: (when selected) will display the upcoming performances and
today's sales on the welcoming screen of the ShoWare™ Admin pages.
a. Show Upcoming Performance Stats (Admin Homepage): When any user logs in, you have
the option to show them the current sales figures, including a graph, for the next 10
performance. This gives them a quick glance of what is happening next in ticket sales.
b. Show Today Sales Performances (Admin Homepage): Again, when the user logs into the
administrative site, you can give them a glance at every upcoming performance that has
sold tickets “today.”
Note: “Today” is classified as 12pm PST to 11:59pm PST as the server is housed in California and the back
end data is always in PST time. Please contact your project manager if you do not understand how to
convert your current time to PST.
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Ticket Provider Fees/VisionOne Only Sections
See Images following the text for screen shots of locations to fill in the following data.
32. Ticketing Provider Fee: This is used for internal reporting purposes only. Keep the values of
what you are paying ShoWare so you can compare to the billing or appropriate reports under
reporting (FOR YOUR INTERNAL PURPOSES ONLY).
33. VisionOne Only: These settings that can be changed ONLY by the developers of ShoWare™,
VisionOne. In here we have the credit card information and other sensitive system information.
Save and cancel the action buttons on the bottom
Be sure to save everything you have changed. You will receive a warning reminding you that this is a live
site and your actions will affect the live site in 1 to 2 seconds. Any customers online at the time will be
affected by the changes you made but it will not interrupt their purchasing of tickets from you.
Anytime you change anything in ShoWare™, you will need to SAVE or CANCEL. Do not use the back
buttons to navigate and remember that if you don’t hit save, and click back, your work will be lost and you
will need to start over from the previously saved settings.
As a means of saving space, the VisionOne Only section of the General Settings have been condensed in
the image below. You can see the full data on your General Setting and ask your project manager about
any of the data.
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2.1.2 Display Options
This is the second option when you enter into the General System Settings in the Configurations &
Settings Module. These options configure your internal (Admin) view and external (Public) display of your
ShoWare™ ticketing platform. These values are set to default values but may be changed by the
administrator.
You should use your development site to decide how you would like your system set-up. This section may
be something that you decide not to tackle until you have set some events and performances up so you
can see how your changes affect the look of the ticketing site.
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Featured Events
If an event is not featured, it will not show up on your ticketing home page. It will still show up in the
category it is assigned, but not on the main landing page.
1. Show Events Featured: choose to show featured events or upcoming events on your system.
2. Max # of featured events: how many events you would like to show on your public web site
home page?
3. Number of Featured Events per Page: How many you would like to appear on each page?
NOTE: If max per page exceeds max # of upcoming performances you will see a paging system at the
bottom that says 1, 2, 3, last
4. Featured Event Sorting: how you would like the events sorted for the online patrons?
• By Priority: this will give you a space on the event creation page where you can enter 1 –
999 to have them appear in whatever order you determine upon creation or at anytime
while the event is active
• By Performance Start Time: the system will place the featured events in chronological
order. Under the event screen will be an NA (not available) to show you that you are sorting
by performance date
• Alphanumeric: you can also choose to do an alphanumeric so it will sort 0 to 9 and then A
to Z.
5. Show events that are active for online sales only: this will eliminate the need to prioritize
events that have no upcoming performances and is a tool to keep the site lean and clean for the
public. However, if you would like to announce an event before it goes on sale or keep it up after
all the performances have had Online Sales end, you can unselect this and performances will
remain on the site until the last performance for the event has ended.
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Upcoming Performances
6. Show Upcoming Performances: Do you want to display upcoming Performances on the home
page of the public web site? Many people who have a few main events with multiple performances
choose to only display events.
7. Max # of Upcoming Performances: maximum number of upcoming performances to display
8. Number of Upcoming Performances per Page*: How many of those you want to see per
page. *Option also applies to Search Results (Keyword and Date)
NOTE: If max per page exceeds max # of upcoming performances you will see paging system at the
bottom that says 1, 2, 3, last
Event Listing
This is when you choose a category and can see the events that you have selected and are active in that
category.
9. Number of Events per Page: how many events would you like showing up per page under
each category?
•
NOTE: If
max per page exceeds max # of upcoming performances you will see paging system at the
bottom that says 1,2,3, last
10. Event Display Style: maximum number of upcoming performances to display
• List (Name Only) – this will display the event and looks similar to a performance listing
• Detailed (Name, Image and Description) – this would look like your featured events, only
under each category
11. Event Sorting: Like the featured events, you can choose how events are sorted
• By Performance Start Date
• Alphanumeric
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Event Detail
12. Number of Performances that Trigger Calendar Display: For example, you have a tour
that runs for 3 months on Friday, Saturday and Sunday or a play that runs 5 days a week for 5
weeks - using a calendar display is a great way to simplify how the customers find the performance
on the date they can attend your event.
• When you have a number of performances that are equal to or exceed the number you
select, a calendar is displayed under the event and the patron can click on the date they
want to attend
13. Number of Performances per Event (Per Page): Again, a way to try to streamline the way
the customers find the date they want to attend. A long page with listing your next 60
performances might be cumbersome for your customers to scroll through or it could be exactly
what you are looking for – the choice is yours!
14. Number of Upcoming Performances per Page*: How many of those you want to see per
page. *Option also applies to Search Results (Keyword and Date)
• NOTE: If max per page exceeds max # of upcoming performances you will see paging
system at the bottom that says 1,2,3, last
Locations
This option is only displayed if you have selected it to appear on the left side bar under the General
Settings (see Part 20 – Browse by Location).
15. Show Locations (Venues, City/State): If you are holding events at various locations in
different cities, this tool for your online patrons to sort by the city.
• Leaving this unchecked will leave the “Locations” section off of your left navigation bar on
your ticketing site.
• View Venue Listing is a link that will also be present under the option to browse by city.
This link provides complete address information including a ‘Map It’ function through
Expedia so your patrons to get directions!
16. Number of Venues per Page: This affects the number of venues listed per page in the View
Venue Listing page
17. Number of Performances per Venue (per Page): When the patron chooses a City online,
this will decide how many events per City are listed per page. If the maximum per page is
exceeded with the number of performance for that City, a paging system is displayed so the
patrons can navigate.
Other Display Options
18. Checking any of the below boxes will enable that search function in the left navigation bar. All,
none, or whatever you choose in between can be enabled – this is your site!
• Show Search Box
• Show Event Categories: You will define categories under Basic Configurations
• Show Calendar: Any date that has a performance will be featured in the calendar along
with a link where the patron can click and see what is happening on that date.
• Show General Information: You input the general information under the General
Settings > General > #5 – Home Page Site Info.
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• Show Link to Reporting: The reporting function is for promoters to log in and track only
sales you have permitted them to see. For information on how to set up Promoter Logins,
see Reporting Users.
Remember to hit SAVE if you have made any changes and want to keep them!
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2.1.3 Performance Listings
Definition of what to display in the Performance Listings depending on the System (Internal) Status and
manually set Status for a Performance. All the values are defaulted for NORMAL operation of the system
and should not be changed without consulting ShoWare™.
WARNING: If there is a need to change settings and options from these menus, please consult your
Project Manager.
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2.1.4 Order Status Display
Orders that are made through the public web pages and the Box office interface have various INTERNAL
statuses. These statuses determine if the order needs to be PRINTED, MAILED, SHIPPED etc. Every action
performed in an order gets tracked and the ORDER DETAIL HEADER is updated accordingly.
For the purpose of avoiding patron confusion and the prevention of invoking questions from the patrons as
they check their orders through their Online Account management, you may display messages that are
pertinent to your Patrons.
For example: Although there is an INTERNAL need to see that a Mail order is Processing because it is not
printed yet, or not shipped yet, the patrons online checking the order can be shown the COMPLETED
message; if they see “processing” they may think that their transaction has not gone through and that
their ticket order is not completed. Ask your Project Manager for further information if you are interested
in changing the status name on the public website.
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System Names Defined
The status as defined below also applies to holds.
1. ORDER STATUS
a. Pending: only valid in a split payment system – in this case the order has been
completed but the order has not been paid in full
b. Processing: you have received all the money but the tickets have not been printed
c. Printed: tickets have been printed; this will be the final stage, unless canceled, for Will
Call orders
d. Shipped: tickets have been printed, put in the mail and the mail flags have been
enabled for the order
e. Canceled: the order has been completely canceled.
2. ITEM STATUS
a. Unpaid: this is only valid in a split payment system where the order has been processed
but money has not yet been received
b. Paid: this is a valid ticket and you have the money for it
c. Accounted: an order has been processed and has been classified as “Accounts
Receivable,” so payment has not been collected; this is only valid in a split
payment system
d. Canceled: this is a ticket in a hold that has been canceled
e. Canceled not Refunded: if you are using Authorize.net, this is the status your tickets
will remain at since refunds cannot be processed through the system. You will need to
manually refund the order and may want this to show to the public as “Canceled and
Refunded” to prevent customer confusion
f. Canceled and Refunded: you have completed all steps to cancel and refund the ticket
through ShoWare™
Remember to hit SAVE if you have made any changes and want to keep them!
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2.1.5 Ad Locations
The ShoWare™ template can accommodate Banner ads. Locations determined during the "Look and Feel"
designing phase of the project are enumerated here. Please consult your Project Manager for appropriate
specification of the number and placement of those locations during the designing phase of the project.
New ad locations or the change of a Location Code require changes to the Public Site and must be done by
the ShoWare™ Developers; a customization fee may apply to any changes. This customization may cost
money so it is strongly encouraged that you determine the sites and finalize everything before approving
the style of your ShoWare™ site.
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2.2 Basic Configurations
Basic Settings/Configurations for the system control the inventory and how it is processed and handled by
the system. It takes control of "blocking off" seats in Reserved Seating sections, Discount/Price codes,
Payment Types Accepted, Delivery Methods you will offer, Order Fees, Ticket fees, and Banner Ads can be
specified in menus that follow.
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2.2.1 Seat Allocation Types
What are seat allocations? A seat allocation blocks off the seats to all users except those you allow to edit
the Events & Performances. They are only used in Reserved Seat Maps; if you are not using a Reserved
Seat Map, you can ignore this section.
There are two types of Seat Allocation.
• System Seat Allocation Types: These are already predetermined by ShoWare™. These are types
that are being used by the SYSTEM. These types many not be deleted, but their attributes (color of
the seats & the label that is shown on the web) can be altered.
• Custom Seat Allocation Types: An unlimited amount of these types can be created by you and
other operators of the ShoWare™ platform.
Seat allocation types are always either the SYSTEM or the operator classifying the "state" of an individual
seat in reserved seating sections of maps utilized in the system and assigned to performances. Simply
put, this is a way to "block off" seats that will NOT be available for sale for SYSTEM reasons or custom
needs.
Operators can select the color by which those "blocked off" seats will appear during display.
Another special feature of these Allocation types is HOW they display to your patrons online. This is a way
to "mask" the purpose and classification of WHY these seats are "blocked off". For example, you may
have an allotment always held for VIPS; internally you want to see them but you may want the public to
see these as “Sold Out” so they don’t question these seats showing as unavailable.
TIP: As the customers see the color of the seats, you may want to choose the color that choose to “SOLD
OUT” as the color for any other section that the public will see as “Sold Out.”
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Creating an Allocation Type
There are three parts of an allocation type.
1. Name: This is the name that will be seen by users on the administrative end.
2. Color: Pick colors that will help your box office see that these seats are allocated; in other
words, if you are using all blues for your seats, you might want to use orange, yellow and pink for
allocations. You may also want to keep these similar to the ‘sold’ color as the patrons on the public
website will see that these seats are blocked off.
3. Website Name: If you create a new type and do not select one of the predetermined options,
the system assumes that you would like to display the name you assigned the type. It will be
automatically populated to the list after you hit save. Remember that this is the Name that the
public sees!
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This is what the system can look like when you have a large number of allocations created.
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2.2.2 Discount Codes
Discount Codes are commonly referred to in other systems as Price Classes or Levels (PCs or PLs).
Discount codes are place holders that can be activated and assigned monetary values in each
performance.
Discount Codes apply SYSTEM-wide, so be careful not to make too many discount codes that are too
specific. For security reasons, once a Discount Code is used by any performance, it can NEVER be
deleted.
TIP: When creating a Discount Code, use caution and ask yourself, can I use this for multiple upcoming
performances? Keeping the number of discount codes down will help with your performance creation and
keeping the site “clean” throughout your use!
There are two categories of Discount (price) codes
• System Discount Codes: The REG Discount Code is utilized by the SYSTEM for INTERNAL
purposes and may NOT be deleted.
• Custom Discount Codes: The operators determine the nomenclature of these codes. With every
ShoWare™ installation, the operator can define an UNLIMITED amount of these codes for usage
under every Performance Pricing. Again, we urge caution when creating these so as to streamline
your performance creation.
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Creating a Discount Code
Custom Discount Code ATTRIBUTES: Every Discount code has attributes associated with it. An operator
can determine:
1. Discount Code Designation: Mainly a short form of how it is denoted throughout the system.
That value appears on Confirmations of orders and Order Detail screens; an abbreviation 8
characters or less. Ex: “CHILD”
2. Name: Usually the "longer" designation of that particular Discount code for more intuitive
interpretation of the above stated code; a descriptive phrase. Ex: “Child – 12 & Under”
3. Group: Groups are mainly used in Casino installations and those systems with large amounts
of discount codes in use by performances at the same time. Discount Code Groups should
generally not be used unless you have an excessive amount of discount codes enabled for one
performance. For example, if you have 20-30 discount codes available for one performance, you
may choose to simplify by grouping them rather than having them all listed at once.
4. Sort Order: This is for those who use GA seat maps. GA Seat Maps are buckets and you
probably want your patrons to easily access the most common bucket. If REG or ADULT is your
most commonly bought discount type, then give it a sort order of 1, with maybe CHILD or SENIOR
2 and 3.
5. Permission Required: When option selected, only Site Admin’s and Selected Users are allowed
to use this Discount Code. Note: This Discount Code can still be enabled for the Public Website. If
invoked, an appropriate link will be displayed that will allow the operator to select appropriate uses
that will be able to view and finalize a sale of a ticket under that code. ONLY specified users will be
allowed to make use of that code through the Call Center still.
6. Force Will Call: Operators maintain the ability to FORCE a whole order INDEPENDENT of the
available Shipping methods for a performance to WILL CALL for verification of discounted tickets
that may have been purchased under a specific and "flagged" code. Shipping as a Delivery Option
will be disabled if Tickets with this Discount Code are purchased, except if the Discount Code is the
Default Discount Code for a Price Category (Performance Pricing) or Performance is set up to allow
Delivery via Mail only.
7. DO NOT Print Tickets: If this option is selected any ticket purchased under the specific code
will NOT be printed by the system. Note: Existing Orders and Holds will not be affected by a
change of this setting.
8. Members Only: Those selling memberships through the site (ex: pay $250 for and become a
Historical Pioneer so you receive $2 every adult ticket) can make a MEMBERS only code which can
only be accessed when the member logs into the site through the account they purchased their
membership.
9. Enabled: By default this option is set to ON. Discount code becomes unavailable for
Performance Pricing if option is deselected. The discount code remains active for Performances
where this Discount Code is enabled and performance is still ACTIVE during sale. This is the only
way you have to archive old/useless discount codes.
NOTE: ShoWare™ retains ALL financial transactions even if the order is Cancelled and Refunded. If an
order exists in the system under a specific discount code, that code MAY NOT be deleted from the
ShoWare™ system.
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2.2.3 Payment Types
Unlimited Payment Types can be created by the operators. All Payment types, Cash, Check, etc can be
defined under this menu option. Notice that the CREDIT CARD payment type is a SYSTEM option and MAY
NOT be deleted or altered.
NOTE: If you plan to change your merchant processor or payment gateway (PayFlow Pro or
Authorize.net), contact your Project Manager so they can be sure the transition is smooth and your site
has minimal to zero downtime for the change.
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Creating New Payment Types
1. Name: Specified by operators
2. Comp: if checked, the payment type indicates that no money will be received.
The Payment and Reconciliation Report will exclude these Payment Types under the appropriate
system set up.
3. Permission Required: If selected, a link will appear after method is saved. Operators may
select from the appropriate list of users who can utilize that method. ONLY specified users and Site
Admin's will have access to that payment method.
NOTE: As with
if there is a sale
the system
particular
Method, that
NOT be
discount code,
posted under
according to a
Payment
method MAY
deleted.
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2.2.4 Delivery Methods
How do you plan on delivering the tickets you have sold to your patrons? Will you ship via Standard Mail?
Do you plan on offering a high speed shipping option? Will you only put the tickets in the mail if you can
get an online or eDelivery receipt? All these options are at your finger tips.
You determine which delivery methods to offer, but as with most Basic Settings, there are some Delivery
Methods that are predetermined and cannot be deleted. You can change the delivery time required for
these. When setting up the performances, you can select to have shipping method available on a
performance level. The SYSTEM options are:
• Will Call
• [email protected]
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Creating Custom Delivery Methods
An unlimited amount of these methods can be created by the operator.
TIP: when you are setting up the delivery time to consider your business model and that these are
running SYSTEM-wide, year-round. As in, if you are offering Standard Mail, remember that the Post Office
is not working on Federal Holidays so you probably want to add 1 to 2 additional days onto whatever you
are estimating it will take you to print, ship and for the postal service to deliver the mail.
1. Name: Make this a name your staff can recognize and process like FedEx 2Day or USPS Priority
Mail
2. Fee: This fee will be added on as a Delivery Fee to each order
3. Delivery Time: Operator maintains FULL control of ALL Delivery methods’ validity FROM THE
PERFORMANCE START AND END DATE specified under the General Settings of a Performance.
Remember the tip above – better to allow extra time than too little!
4. Display on Web as: Operator may "mask" the name of the Delivery method and offer a
different name for display online or this can be the same as the Name
5. Sort Order: Operator may define in which order the methods will be displayed on the public
and Box Office screens.
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2.2.5 Order Fees
Order fees are applied ONCE per order; if you are looking to add a cost per head, then use Ticket Fees.
Typical Order Fees charged are for Call Center (charging the customer for calling and using your services)
or Credit Card Processing. This amount is used throughout the system and cannot be turned off in events
or performances. All fees can be waived in the Call Center Interface.
During checkout there are two types of order fees that will be charged to the customer – Order Fee (name
of your choice) and a Delivery Fee. Both can be set to $0; the customer will see both lines with whatever
monetary value you have assigned it.
There are two types of Order Fees.
• System Order Fees: These fees are specified by the ShoWare™ system. There is one ONLINE Fee
that may be utilized under ShoWare™. System fees MAY NOT be deleted but the cost can be set to
zero.
• Custom Order Fees: An unlimited amount of these fees can be created by the operator.
REMINDER: ORDER FEES are applied once to the entire order; these can only be waived on an event level
(see Section 3.3.1: Creating a New Event)
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Creating a Custom Order Fee
1. Order Fee Name: Name of a particular fee can be specified; this can tell you internally how the
money was allocated upon performance set-up.
2. Order Fee Amount: monetary value can be defined.
3. Display as: Operator can "mask" the name by which that fee is offered; this is what will show
to the customer in their basket as a line item upon check out.
4. Permission Required: if option selected and fee saved, a link will appear that allows the
operator to select specific users who may employ this fee on orders; this could be used if you plan
to charge a specific amount, say $3 for an exchange of tickets (either seats or performance).
5. Sort Order: Specifies the Display Order of the Order Fees in the Call Center/Box Office
Interface; if you do not charge anything normally, you probably want to have one that has a
priority of ‘1’ and value of ‘$0.’
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2.2.6 Ticket Fees
Ticket Fees are LINE ITEM fees. They are applied to EVERY TICKET selected in a basket through the public
pages or the Box Office interface; this is a per-head cost, traditionally referred to as a surcharge. As we
mentioned with Order Fees, any fee can be waived through the Call Center interface.
There is a maximum of 3 Excluded Fees and 3 Included Fees in the system. These columns will appear
during the performance creation and in reports as you have it listed.
TIP: Be sure to set these up in the proper order the first time, as these are system wide. If you prefer to
have Tax excluded and then a Surcharge, change the first line to reflect this. All reports pull based on the
system name/column. So the report will pull whatever name you currently have in the first column for
reports and then the second column, and so forth (see Reconciliation Report). If you decide to switch
these columns later while using the site, the report heading will reflect the changes as will the
performances, so your reports will have the data in the correct columns but your headers will not match
and you will not find it easy to understand backup data.
Types of Ticket Fees
There are two categories of Ticket Fees and they act differently in the system and in reporting!
• Excluded Ticket Fees: Excluded fees are visible in the Shopping Cart and are charged to the
Patron. Common external fees are Convenience Fee (Surcharge) and/or FMF (Facility& Maintenance
Fee).
• Convenience Fee or a Surcharge (Service Charge) of some sort is standard in the ticketing
business so one is already created. You can change the name to match your business
model but it cannot be deleted
• Included Ticket Fees/Costs: Included Fees/Cost are not visible during the Order Process and
can be used for Internal Reporting only (such as tracking of costs, ShoWare™ Fees vs. Your Fee
etc, or tracking tax if you want to show a final price to your customers).
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Creating Ticket Fees
You do not change screens during the Ticketing Fee changes so remember to hit SAVE.
1. Name: Operator specifies full name for the fee.
2. Abbreviation: Operator can provide a "shortened form" name for the fee for display in menus
and online.
REMINDER: There is one Excluded SYSTEM FEE and it is always ACTIVE. You can set the value to
zero if you do not wish to charge any fees. Operator can define and employ remaining fees from both
categories.
TIP: Monetary value to these fees is applied under Pricing and Availability of Performance creation
screens.
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2.2.7 Banner Ads
In conjunction with the Banner Ad Locations, operators maintain the images and attributes of the banners
that are enabled for the system.
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How to Edit Your Banner Ad Attributes
Remember that some settings for Banner Ads are controlled by the system developers and need to be setup during the “Look and Feel” phase of developing your system. If you request changes, customization to
your system may be needed and a cost may be associated.
To edit your Banner Ad Attributes, go to Configurations and Settings Æ Basic Configurations Æ
Banner Ads.
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2.3 Options & Classifications
Options and Classifications affect how the patrons are managed as well as your other users. The data
managed by O&C is:
• 1.3.1 Hold Categories
• 1.3.2 Patron Classifications
• 1.3.3 Heard About Values
• 1.3.4 Departments
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2.3.1 Hold Categories
What is a Hold?
Holds allow you to put away an allotment of tickets that may go on sale at a later time or that you are
planning to sell to a particular group/patron. A general rule could be use allocations for permanently
blocking off seats or blocking off seats consistently in a seat map you will use to create multiple
performances. Unlike allocations, holds can be used on general admission maps and the system assumes
that a hold will be converted to an order at some point in time. You can set an expiration for holds.
Hold categories are ways to categorize the holds you will be creating. You can put seats on hold by
assigning them to a specific patron already in the system or you can assign the hold to a hold category.
Before you create a hold and assign it to a category, the category must be created in this module. You can
also assign permissions to the hold categories so that only select box office users can create holds and
place them in the category. Some examples of hold categories are VIP Holds, Venue Holds, Promoter
Holds, Fan Clubs, and Band Holds.
Creating Hold Categories
1. Hold Category Name: this would be generic like Fan Club, Label Buy, VIP Hold; if you want to
be specific to a company or purchasers; you would create a patron account (see Patron
Management) and then assign the hold to the patron.
2. Permission Required: certain holds, like VIP Hold or Employee may be something you want to
restrict to management; enabling this will only allow Site Admin's and users you, the operator,
select to access these holds. All administration users will be able to view the holds.
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2.3.2 Patron Classifications
In this menu option, an operator can specify an unlimited number of classifications that can later be
assigned to a particular patron. Multiple classifications per patron profile can be assigned.
Classifications have numerous uses in terms of tracking patrons. For example, you could use
classifications to “tag” subscribers, donors, groups, VIPs, members, etc. You can then use the report
“Patrons per Classification” (located under Patrons & Membership Reports) to download contact
information for patrons in a specific classification. Think mass mailing/email regarding a group sales
opportunity or a discounted ticket offer for VIPs or Subscribers. Where is patron classifications used?
Creating New Classifications
1. Name: This is the only attribute for Patron Classifications. This is only seen on the
administrative side, so name it so it is meaningful to you and your business.
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2.3.3 Heard About Values
An unlimited number of values can be created, assigned, and offered in an "online" questionnaire form
within the checkout pages. You turn this questionnaire on or off in the General Settings (see 1.1.1 #29).
Remember: the Heard About Us Values are sorting Alphanumerically.
Creating Heard About Us Values
1. Value: this is the name (what you want to customer to be able to choose) and the only attribute
of Heard About Us. Remember to SAVE and then CANCEL to return to the list.
TIP: If you enter a name, hit SAVE and then enter a new name and hit SAVE, you are saving over the
same spot – not creating a new one!
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2.3.4 Departments
ShoWare™ users that are defined in the system can be classified per department. An unlimited number of
departments can be created. One department classification per ShoWare™ USER profile can be assigned.
Creating Departments
Like Patrons and Heard About Us, departments are simple, with only one attribute.
1. Name: This is for internal use only, so set-up the departments how you choose. You are not
required to select a department when setting up an ADMIN USER so you can leave this whole
section if you don’t care to departmentalize your staff/fellow users.
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2.4 Access Control Settings
Access Control is a restricted area. In the idea of full disclosure to our clients, we want to show you what
we see!
Access Control has two parts:
• Key Matrix Definition – this is directly related to bar code creation. This is ONLY accessible to the
software developers; for security purposes, no one else has access to this section
• This may actually be three options if you use SkiData Scanning Software in parallel to
ShoWare™; in that case the options would be Basic Settings, Gates, Key Matrix Definitions
• [email protected] Ticket Layout – this is the set-up of your system-wide default ticket. If you choose
to have [email protected] for a performance and do not create custom images for that ticket, this will be
what prints on the ticket
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2.4.1 Key Matrix Definitions…
There are three Access Control configurations for the ShoWare™ ticketing platform.
1. Simple Access Control Model: [email protected] bar-coded tickets are possible with this model.
[email protected] is considered a delivery method. Therefore, ticket sales have to end early enough prior
to the show to allow time to enable the [email protected] delivery method. The reason is to give the
operators enough time to download the orders into the scanners and take the scanners to the
appropriate gate (for information and price quotes, please contact ShoWare™ support). After the
list of orders is loaded into the handheld scanners there is no other communication with the
scanners or to the orders put through the system.
•
This works best for a single access gate where 1 or 2 scanners will be used or if the venue is
Reserved Seating with an usher, so you can easily tell fraud if you don’t scan the tickets as
two people cannot sit in the exact same seat
2. SkiData Access Control Model: ShoWare™ is a SkiData compatible system. Third party
software, SkiData, can be integrated with the ShoWare™ ticketing application. ShoWare™ has a
generic integrated SkiData ready template model. Due to the nature of the SkiData platform, the
extensive capabilities of ShoWare™ and SkiData, and the diverse topology of every location, a
custom implementation is REQUIRED for every ShoWare™/SkiData implementation (for information
and price quotes, please contact ShoWare™ support).
• SkiData is requires a significant investment and suggested for those that are looking for
high security along with the ability to restrict barcodes to a specific entry gate (think arena
or stadium).
• A ShoWare™/SkiData implementation is in real time with the bar codes being constantly
checked and new bar codes that are sold at the gate being constantly downloaded to the
scanners.
3. ShoWare™ Access Control Model: The developers of ShoWare™ met the request of their
customers for a middle-tier scanning system. SWAC allows for real-time scanning and barcode
generation, but does not allow you to restrict entrance of patrons to a specific gate. This is
recommended to most of our clients at this time.
Depending on the model implemented, the options of this menu will adjust dynamically to allow
configuration for either model. This configuration is part of the project’s Go Live process. Project
Managers consult with customers to assign appropriate menu options and model.
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2.4.2 Print @ Home Ticket Layout
[email protected] tickets are not only a delivery method, but a marketing tool for you. They also contain
valuable information for your patrons.
[email protected] Example
Below is an image of a [email protected] ticket to help you understand the layout and what you can change –
only those marked with the text can be changed! During the performance set-up we will show you from
where the rest of the data is pulled. The [email protected] ticket is a template and cannot be changed.
Ticket
Header
647 x 80pxls
Lower Left
Footer
320 x 80pxls
Lower Right
Footer
320 x 80pxls
Disclaimer
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Changing [email protected] Ticket Layout
Again, only the images and text can be changed and should only be changed under the guidance of your
Project Manager.
1. Report Type: DO NOT CHANGE THIS! This tells the system that this is the generic template
and should be used for all performances where a specific header has not been designated.
2. Disclaimer Text: This is not HTML compatable. Below is an example (as well as the default) in
the system. The disclaimer on the back of your ticket and this disclaimer could, and maybe should,
be the same.
3. Name: DO NOT CHANGE ANY OF THE NAMES! The system uses the names created here by the
developers to pull this data correctly
4. File: You can link to a file anywhere on the web for this, including images you upload under the
Image Management Section. Any images that are too large will be centered and the excess will be
cut off; stick to the pixels requirement listed in the example above (Section 2.4.2: [email protected]
Example).
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2.5 Memberships
A Membership is a way of “belonging” to an organization through a donation of money. Memberships
generally come with perks, the most common of which is access to discounted ticket prices. Membership
pricing is determined by the MEMAL System Discount Code. Keep in mind that memberships can be
purchased completely independent of ticket sales. Think of a member as a donor who is given special
privileges over a selected period of time (i.e. the membership requires a yearly “donation” renewal).
NOTE: There is currently only one level of Membership pricing per Performance. That is to say MEMAL can
only be defined once per performance.
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2.5.1 Membership Settings
General Settings
1. Allow Multiple Memberships per Patron: When enabled, this option allows a patron to
purchase multiple memberships. If this option is disabled, a patron may only have one membership
associated with his account.
Admin Pages & Call Center Interface Settings
2. Allow Membership Purchase during Patron Creation: When enabled, this option allows A
Call Center/Box Office user to purchase a membership when they are creating an account for a
walk-up/call-in patron
Public Website Settings
3. Allow Membership Purchase: This option determines whether or not memberships are
available for purchase on the ShoWare™ website.
4. Allow Membership Purchase during Patron Creation: When enabled, this option allows the
patron to purchase a membership when they are creating their ShoWare™ account for the first
time. If this option is disabled, memberships can be purchased only via the membership links
displayed on the ShoWare™ website. NOTE: Dependant on Allow Membership Purchase option
(See #3)
5. Allow Renewal: When enabled, this option allows patrons to renew a membership that has
expired.
6. Show Membership Info and Options in 'My Account' Section: When enabled, this option
allows Patrons to see membership options when viewing their account information
7. Show Membership Infobar: This option determines whether or not to display the membership
information bar on the website. The Information bar contains links for purchasing and viewing
membership information
8. Member Discount(s) avail. Msg.: A Membership advertisement message shown to NonMembers and Anonymous Users in Performance and Section Details if Memberships are available.
9. Member Discounts How-to-get Msg. (Reserved): A Membership advertisement message
shown to patrons with memberships in the Reserved Section Detail and Performance Detail. The
message explains to customer how to select Discount from the Shopping Cart.
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Membership Expiration Email
If #13 below is enabled, HTML is supported in the Membership Expiration Email.
10. Subject: The text entered in this field will appear as the subject in the Membership Expiration
Email that is sent to patrons whose memberships have expired.
11. From Email Address: The text entered in this field will appear as the “from” email account in
the Membership Expiration Email that is sent to patrons whose memberships have expired without
renewal.
12. Message: The text entered in this field will appear as the message body email in the
Membership Expiration Email that is sent to patrons whose memberships have expired.
13. Email in HTML Format: If enabled, this option allows you to enter HTML code in the
Membership Expiration Email.
Membership Public Website Info Bar
HTML is supported in all parts of the Public Website Membership Info Bar
14. Info Bar Anonymous User: The message entered here will be displayed in the Membership
information box for all Anonymous Users visiting the ShoWare™ Website. HTML is supported
15. Info Bar Non-Member (but active Patron): The message entered here will be displayed in
the Membership information box for all Authenticated Users who do not have a membership. HTML
is supported
16. Info Bar Member with Multiple Memberships: The message entered here will be displayed
in the Membership information box for all Authenticated Users visiting the ShoWare™ Website who
have multiple memberships. HTML is supported
17. Info Bar Active Member with Single Membership: The message entered here will be
displayed in the Membership information box for all Authenticated Users visiting the ShoWare™
Website who have a single membership. HTML is supported
18. Info Bar Expired Member with Single Membership: The message entered here will be
displayed in the Membership information box for all Authenticated Users visiting the ShoWare™
Website who have an expired single membership. HTML is supported
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2.5.2 Membership Types
As explained above, Memberships allow for you to have “investors” in your attraction/venue. Patrons can
purchase a Membership Level (or several if you choose to allow it; see Membership Settings). In this
section you set up the benefits of being a member including the price and the number of tickets the
member can purchased, when logged in, at the MEMAL discount price.
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Creating a New Membership Type
1. Name: The text entered here appears as the Membership Name on the Website
2. Call Center/Box Office
• Short Description: The Short Description is used to describe the membership where the
long description is not warranted, e.g. listings
• Long Description: The Long Description is used to describe the membership in detail.
3. Price: This is the dollar amount a Patron will pay to purchase the membership.
4. Number of Allocations: The Number of Allocations is the number of tickets a patron with this
membership can purchase at the Membership Price (see ShoWare™ Memberships Overview)
5. Membership can be purchased Online: This option determines whether or not this
Membership can be purchased Online.
6. Membership can be Renewed Online: This option determines whether or not this
Membership can be Renewed Online.
7. Send Member an Email when Membership Expired: This option determines whether or not
to send the expiration email when a Membership expires. (See Membership Expiration Email)
8. Auto-Enroll New Patrons into this Membership: This option determines whether or not new
patrons are automatically given this membership.
• Please note the following:
• New Patrons will not be charged the Membership Fee when auto-enrolled,
but existing Patrons will have the option to Buy this Membership.
• "Membership can be purchased Online" (see above), disables Auto-Enrollment for
new
Patrons created on the Web, but not for Patrons Created via the Admin
Pages/Call Center Interface
• Purchased Memberships during Patron Creation take precedence over Auto-Enrolled
Memberships, IF the System is set to disallow multiple Memberships.
• Auto-Enrollment is still triggered if the User purchases a different Membership during
Patron Creation, causing the creation of TWO active Memberships for the Patron.
• Membership Types set to "Auto-Enroll" are not available as selection during Patron
Creation.
• Membership Types set to "Auto-Enroll" will not be renewed automatically.
9. Membership Duration: Set the duration in months; like an annual membership, put in 12.
Note: Changing the Membership Duration for the Membership Type will NOT affect
the currently active Memberships of this Membership Type. Only NEW Memberships and
Membership Renewals will be affected.
10. Status: Sets the Membership status to one of the following
• Active: Membership can be Purchased and Renewed.
• Expired: Existing Memberships remain Active, but cannot be purchased or renewed
anymore.
• Inactive: Existing Memberships will be immediately expired (irreversible!)
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2.6 Donations
At this point, the system only allows you to designate one charity to receive donations. You could tell the
patrons that the donations are split equally between a number, but it would then be your responsibility to
track the donations.
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Setting Up Donations
General Settings
1. User Defined Donations: In the general settings of the donations module operators have the
opportunity to set min and max amounts of donations level (0 signifies No max or min values).
You also select what you would like the selection for User Defined Donations to be (Other is most
commonly used)
2. Preset Donation Amounts: There are six predetermined levels of donation amounts that can
be specified through the ShoWare™ system (0 signifies no set value thus that slot of donation will
be excluded from showing on the public and internal pages).
Admin Pages & Call Center Interface Settings
3. Allow Donations During Patron Creation: if checkbox is selected the system will display and
allow donations to be made during the patron creation pages.
Public Website Settings
4. Allow Donations: General setting to allow donation to be submitted in the system.
5. Allow Donations during Patron Creation: if checked it will allow donations to be made
during the patron creation profile. Note: Requires "Allow Donations" (must enable #4)
Donation Page Layout on Public Site
Appropriate fields are provided to allow operator to display messages during the donation process. All
fields are HTML capable.
6. Screen Text 1 (before Donation Amount Selection)
7. Screen Text 2 (after Donation Amount Selection)
8. Donation Detailed Information (Pop-Up from Donation Screen)
9. Donation Confirmation (After Donation was made)
Donation Confirmation Email
Fields in this section will allow the operators to personalize the confirmation email to the donation made
by the patrons.
10. Subject: Subject of the email sent to the donor
11. From Email Address: Email address where the confirmation email is going to originate from.
12. Message: text field to allow personalized message to donor
13. Email in HTML Format?: if enabled message Code must be HTML to allow structures and
formatting.
SAVE and CANCEL are the action buttons on the bottom.
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2.7 Image Management
Under this menu option, operators can manage the image files associated with Events and Banner Ad
Images. Only .gif and .jpg files are permitted to be uploaded.
An intuitive interface is provided to BROWSE the local computer's hard drive and find the location of the
image. Once the image file is selected, the START UPLOAD button will upload the image on the ShoWare™
platform and make it available for selection through the appropriate drop down menu selections.
An option is provided to OVERWRITE images with the same name. This is used most often when you are
using an image throughout the site and want to change it in all locations; in other words, this is a way to
consistently update an image across the site.
Every image uploaded in the system will appear in the list of that screen. Every image name is provided
as a link and if invoked, an image preview will appear on the right side of the same screen. If you right
click on the image when it appears on the right side, you can get the image properties including the full
web address for the image and the size.
A checkbox is provided next to every image file in the list for DELETION.
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2.7.1 Manage Event Images
Event images accompany text description for display on the public pages. These are associated with
Events and Performances but can also house images for tickets headers.
2.7.2 Manage Banner Images
Banner Ad images are the images operators wish to utilize in conjunction with Banner Ads defined on
previous menu options.
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2.8 List Box Offices
Each ticketing system installation will most likely have just one box office. The setup of multiple box
offices is possible, if required. Information for each box office includes the following: Name, Address,
Phone, Fax, Email, URL and Description. This information is used primarily for internal information
purposes. After you click “Data Management” “Box Offices”, you will be brought to the screen in which you
can create or edit existing box offices.
You can create as many box offices as you wish by clicking “Create New Box Office“ and you can edit your
existing box offices by clicking “Edit“. When creating a new box office, you simply fill in the appropriate
name, address, etc. and then click “Save" to save your work. For your convenience, there is a sort
function below the "Create New Box Office" button that allows you to sort your box offices if you have too
many.
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2.9 List Promoters
Unlimited promoters can be defined in this section of the ShoWare™ system. Information for each
promoter can be entered and later edited, much like in the already covered List Box Office section. You
can create a promoter by clicking “Create New Promoter”, or you can edit an existing promoter by clicking
“Edit” next to the promoter you want to modify. For your convenience, there is a sort function below the
"Create New Promoter" button that allows you to sort your promoters if you have too many. If your
organization is the only promoter for your venue, then only one promoter will need to be created.
However, if you have other promoters that will be promoting events at your venue, you will want to create
the appropriate promoter before you create the event. This will enable you to give this promoter access to
specific reports, and more importantly, to only the reports for the events that he or she promotes.
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2.10 Venues
Unlimited venues can be defined in this section of the ShoWare™ system. Information for each venue can
be entered and later edited, much like in the Box Office and Promoters sections.
It is important to note the time zone of the venue, as this will trigger what time zone calculations will need
to be made so that the start times are correct in the system. Please make sure the address of the venue is
correct and that all information is entered completely because a “map it” link is automatically generated
on the public site with this information.
In addition to being able to edit the information of the venue, you can also see the available seat maps for
that venue and quickly create a seat map for a specific venue by clicking the “Seat Maps” or the “New
Seat Map” buttons. If you would like to test the “map it” link after you create your venue, simply click the
link underneath your venue and a new window will pop-up, showing you the location and address of the
venue. The customer will also be able to quickly get driving directions by using this link.
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2.10.1 List Venues
A listing of the venues existing in the system will be provided in this screen. Create New Venue button is
displayed at the top of this screen. Edit button for every venue is provided.
We will discuss this again in events but several parts of the system work in a hierarchical fashion. Think
of the Venue as the palm of your hand and the Seat Maps as your fingertips. Just as you shouldn’t have
fingers without the palm, you can’t have a seat map for a venue that doesn’t exist. You can have an
unlimited number of venues, each with an unlimited number of seat maps.
Seat maps quick link will give operators fast access to the Seat maps menu option where all the seat
maps defined for the venue are defined. New Seat map quick link will give operators quick access to the
Seat map creation screens under a particular venue.
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2.10.2 New Venue
A new venue can be created by this screen. Appropriate fields are given which are the same as the Box
Office and Promoter creation screens. The Venue Name and Address (everything but Address 2) must be
filled out to save a venue. Other information is helpful but not required.
1. Venue Name: List the name as the PUBLIC would know it
2. Address 1: Street Address or if the Venue name is a hall of a larger building, this line might be
the larger building name.
3. Address 2: Street Address continued or left blank.
4. City, Zip, Country and State: self-explanatory.
5. Phone: Not required but strongly suggested; patrons may need to call for directions.
6. Fax: Not required.
7. Email: Only put in an email address if you are entering one that will be answered when patrons
email it with questions or concerns.
8. URL: Venue website (if applicable)
9. Time Zone: the venue is defined under; this will automatically calculate the TIME that
performances begin and end and sales begin and end, making the adjustment for different time
part of the system.
10. Description: you may want to put in special directions, such as second floor not accessible to
those with physical handicaps, main entrance closed due to construction, or the type of venue it is
(say it is a “listening room” or a “double-decker tour bus”)
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2.10.3 List Seat Maps
A drop down selection of all the venues defined in the system is provided for the operators. After a venue
is selected, a complete list of all the seat maps created under that venue will be listed.
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2.10.4 New Seat Map
Operators enter the New Seat map creation screens. If you have a GA venue with one inventory to pull
from (one section), use the New GA Seat Map Tool (see 1.10.5 New GA Seat Map). There will be
numerous links to remind you to use the simplified tool to meet your needs.
For the operator’s convenience, a list is provided at the beginning of the process. The information listed is
gathered by the operators and we strongly suggest that this is done BEFORE you begin creating the Seat
Map. The Process is divided into multiple steps and you can leave at any point after Step 1; the last step
you completed is where the map remains until you come back to it.
Information Necessary to Create a New Seat Map
• Image of the seating uploaded (you would upload this into Event Images)
• Images for all Sections uploaded (if you want to do a virtual view to the stage)
• Venue Name (you should have already created the venue in the system)
• Section Names
• Number of Seats per Section*
• Number of Rows per Section*
• Number of Seats in the longest Row per Section*
• Reserved or General Admission per Section
• Number of different Price Categories
• Colors for Price Categories
• Seat Numbers
*Below is a sample seating chart image and how you should think about creating the sections. These
following steps will follow this seat map from start to finish. For this portion, explaining the starred
sections above, we will only be focusing on the area highlighted in blue.
The blue highlighted section, Section D, could technically be split into two geographic locations (sections)
or kept whole. For training, we will think of this section as one geographic location.
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We are trying to answer 4 questions for each section: Number of Seats, Reserved or General Admission,
Number of Rows, (Length of) Longest Row.
• Q1: Number of Seats – by counting on the image, there are 42 seats.
• Q2: Reserved or General Admission – clearly, this is a reserved seating venue.
• Q3: Number of Rows – as you can see on the image, there are 3 rows.
• Q4: Longest Row – Since we are treating this as one geographic location, showing the aisle is
going to be important to the patrons so you will want to add 1 seat to the longest row; we will
show you how to block this off as training continues. The longest row will be 18 boxes
You can think of or you may even want to draw out your sections on graph paper. Below is how this
section will look sketched on graph paper. We will now create this map in the system and you will see us
work with Section D throughout.
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Steps to Create a New Seat Map
FIRST STEP
• Select Venue: This must be entered in your system already.
• Name Seat Map: Remember that you may have different versions/settings for the place
you are planning for so try to make the name meaningful. You will only see the Map Name
when you are creating performances.
• Describe: This is for internal use only and may be helpful if you ever want to create a copy
of the seat map in the future and tweak a few things.
SECOND STEP: Define the number of Price Categories used in the Seat Map. TIP: You may want to
charge more for different rows or areas of the room. When you are creating a performance, you
will not go into each section and price the seats, but rather assign the prices to the Price Category
which the system matches to all the seats you have assigned to that category.
•For the purposes of training, we will create two Price Codes, assuming that the first row is
better seats and will therefore be at the higher price level
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THIRD STEP: Designate the Price category Names and Colors. Click the pick color link to see the
colors activated by the system. If you have multiple Price Codes, you should designate different
colors. You will see in the following steps how this is relevant.
FOURTH STEP: Define the number of Sections used in the Seat Map. A section is defined as
GEOGRAPHIC LOCATION. Below you can see a layout of how I plan to section out the map and the
screen shot with “4” filled in, ready to CONTINUE to the next step.
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FIFTH STEP: Define the Seating Parameters for each Section. This is where you begin to see your
prep work paying off. As we promised above, we will focus on Section D, but as you will see, you
fill out the information for as many sections as you specified in the fourth step.
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SIXTH STEP: Section Status List for Seat Map Set-up. Additional Steps for Reserved Seating
Sections – you will need to follow the steps below for every section you created with reserved
seats.
•
6.1 "Cut Out" non-seats for a section: these are those fillers that you eliminated on your
graph paper sketch – again, we are only showing you the steps for Section D.
TIP: The link provided for a “mistake” during the Section definition is there in case you didn’t put in
enough rows, had too long or short of a Longest Row or if you miscounted the number of seats.
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•
6.2 Assign Seat Numbering for a Section. There are a few important things to note about the
Seat Numbering Tool. I have already hit the auto-numbering button in the images below. The
default for all sections start at row A, seat 1.
ƒ
Only the “Seats (Row Designation + Seat Number)” is saved when you hit continue.
ƒ
If you left space for a center aisle/walkway and it is assigned a column (see column 9 in the
second image below), you will probably want to disable (uncheck) the box right below the
word “Helper Tool” that says Incl. Non-Seats in Auto Numbering; this will tell the system to
ignore the blank space when numbering. The system default is having this enabled.
ƒ
In a normal hall, there are no two rows with the same numbers, but the image doesn’t
designate rows and each section has a 101, 201, 301, etc. To help the ushers, we have
designated to repeat the Section Name (A, B, C, or D) instead of the row letter which would
traditionally be the Prefix.
ƒ
Start is generally the lowest number of the row
ƒ
Interv. is for the count interval; as you can see on the map, the seats are numbered in
increments of “1”
ƒ
Checking the Reverse boxes if the numbering goes from right to left instead of left to right.
Î means that the row will fill as the information you have to the left of the arrows. If
you instead choose ==>, all rows will be filled according the information to the left.
ƒ
If you have a special numbered seat, define it in the white area on the right. Remember –
only the information on the right is saved when you hit, “Continue.”
Be sure to scroll across to check that the auto-numbering is as you desired.
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•
Select Price Categories for a Section.
6.3
• 6.4 Assign Price Categories to Seats in a Section. If you only have one price
category, it will skip to a screen similar to the second image below where there are no
boxes to check; you just click continue.
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As you can see in the image immediately below, the seats you assigned to FRNT ROW are blocked out and
the system has automatically assigned PC2 to all other seats.
•
6.5 Define Aisle Seats to a Section. You may notice that since step 6.2, when you hover over a
box (seat), the seat number pops up so you can be sure you are assigning/allocating the correct
seats. From the original map image, you can see the center aisle and aisles on all the corners;
this allows you to define these seats o your customers.
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•
6.6 Select Seat Allocation Types for a Section. During this step, those allocations you created
earlier will be used. Again, common allocations are Not Available, Handicap Accessible, etc. You
can select all or no Allocation Types to assign to a reserved seating section.
If you do not enable any allocations, a pop-up will remind you that you have skipped allocating
seats and you will not complete step 6.7
•
6.7 Assign Seat Allocation Types to Seats in a Section. Just like when you selected aisle
seats or selected which seats will be in the first Price Category, you will assign seats to allocations
you have active in the section.
You will go through as many screens for this step as allocations you have activated for the section.
The words and color of the allocation you are currently working with are those words underlined in
the phrase Assign Not Available Seat Allocation Type for the Section: Section D.
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•
Repeat for each section. When you are done, the screen will look like it does below with the status
of each section being “completed.” Now click CONTINUE and complete Step 7 to finish your map.
LAST STEP: Select Image of full Seating Chart and define Section Coordinates. You will need Java
for this last step. If you do not have java or are not sure if you have the latest version, follow this
link: http://www.java.com/en/download/installed.jsp.
If your image looks like the one below, you need to contact your project manager…
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CONGRATULATIONS – Your Seat Map is Complete and you can now create a performance with this map.
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2.10.5 New GA Seat Map
A quick way for operators to define a General Admission Seat map with one section and one pricing
category if provided.
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1. Venue: choose from the drop down list
2. Map Name: give the map a name that is meaningful to you
3. Map Description: you might want to list the capacity here if you didn’t in the map name
4. Price Category Name: you can call this anything you like; common names are PC1 and GA
5. Section Name: the name and the real name will most likely be the same for this map
6. Section Real Name: this is what is printed on the tickets. Common abbreviations are GA or
Gen Admin
7. Number of Seats: this is the capacity of the area; there does not have to be a physical number
of seats present
8. Section Image: if you feel like putting in a picture that gives a view of the stage
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2.10.6 Copy Seat Map
An intuitive interface is provided to operators, enabling them to Copy an already created seat map in the
system. This method is utilized to create different iterations of a Template seat map that may contain
multiple pricing categories and other settings, without altering the initial template of that source map.
SAVE and CANCEL are the action buttons on the bottom.
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*Part 3: EVENTS & PERFORMANCES
Events & Performances is one of the most important modules in the Admin menu - Operators are given
the tools to put their shows on sale for the public or internal sales.
Additional tools are provided including the Auto-Scheduler, propagates a "master" performance over a
period of time, and the Copy Performance Function, allows the operator to copy information from a
previously built performance on a single performance basis changing details so the new performance is
accurate.
The New Package tool is also provided (if enabled in your ShoWare™ system) to give you FIXED
SUBSCRIPTIONS capabilities through the ShoWare™ platform.
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3.1 List Event Categories
Event Categories allow the operator to organize events for easier browser navigation. The Event Category
structure can have unlimited levels. Events are assigned to one or more Event Categories. You must
assign every event to at least one event category, so a general topic such as Events might be all you
choose to enter here; however you can group them how you see fit. For example, music venues may
choose to group events by music category (“Rock” or “Hip Hop”) and Attractions may choose to group by
offering (“Tours” or “Cruises”).
You can also choose to eliminate search functionality by Event Category in Configurations & Settings (see
1.1.2 Display > Part 18: Other Display Options). You will still need to assign the event to a general
category – but the patron will not be able to search for the events via category.
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3.1.1 Creating an Event Category
Event Categories have four pieces of information that determine how they are displayed in left navigation
bar.
1. Event Categories: You have the ability to make your category either a main category or a part
of another category (a subcategory). As you can see on the example above, most categories are
Primary, but under Tours there are three sub-categories: Indoors, Outside – Riding, Outside –
Walking.
2. Event Category Name: This is a name that the public will see and should be very easy for
them (as well as you) to understand.
3. Active?: You can eliminate a category from the website as well as from adding future events to
it by disabling this option.
4. Event Category Description: This is displayed to the patron once they click on the category
name. It will appear below the category title on the top of the page.
Below is an image of a client site – this
client uses the Event Categories to help
sell tickets:
• They have 3 Primary
Categories: Annapolis Dining, Just
Announces and On Stage
Schedule.
• As secondary categories in “On
Stage Schedule” they have a
multitude of genres listed that
covered the wide-spectrum of
acts that perform at their hall
• As you can see in the just below
the header and just above the
Event Title, there is an indicator
on the web for which category
was selected, in this case
“Fusion” which is a sub-category
of “On Stage Schedule”
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3.2 List Events
Just like with Venues and Seat Maps, you cannot have Events without Performances. Think of Events as
the palms of your hands and Performances as your fingers. You cannot have fingers (performances)
without the palm (events).
The events section allows you to enter information about your event, such as a brief summary of what you
are offering as well as a picture, custom HTML & passwords, and assign the event to a category for use
with the Event Category Search Tool.
List Events is a helpful tool to see what you have active in the system, and for some clients is a shortcut
to the scrolling through lists (as you will see with the “List Performances” function).
Here is an example of how one client lists their
events:
• The area highlighted in blue is the Event
Name and the Event Description.
• The Event Image is loaded to the right of the
description – you select the image and the
system loads it properly on the website
*HTML compatible and suggested
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3.3 New Event
To get your system started, you will need to create events. To understand what an event is, use the
hierarchical example described below:
Below is a screenshot of what a blank event looks like.
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3.3.1 Creating a New Event
General Information
Name: this appears in bold on the website and contains a link to the performances associated with it;
the name should be the brief title of your event
Search Keywords: put as many keywords into this area as you like. The system will already be
searching the Description and Name when it searches, so this would be additional information above
and beyond those areas
Description: this area is traditionally used to give more information about the event such as length,
price, subtitle and what to expect. *HTML enabled
Priority (if featured): if you chose to manually assign priority to your featured event instead of autosorting alphanumerically or by date of next performance, you can manually prioritize your events here;
if you chose one of the other options, this area will read “n/a” (See 1.1.2 Display Options > Featured
Events Sorting)
Active: if you would like for this event to no longer appear in any searches or drop downs on the
administrative end, you would select “No”; it is automatically set to “Yes” so you can access it in the
system
Waive Online Order Fee: this is related to the per order online fee that comes predetermined in the
system; it is the only fee that you can waive on an event basis (see 1.2.5 Order Fees)
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Early Booking & Passwords
Early Booking enabled for Members?: You can enable early booking for anyone who has purchased
any level of membership; as this cannot be restricted by membership level, this should be the most
basic benefit of membership
Early Booking starts: This sets the time the early booking begins before the performance would
normally go on sale; for events that sell out quickly, this is a great benefit to your members
Access Restrictions: You can limit an event indefinitely by enabling one of the Access Restrictions.
All patrons will be able to see the event, but only those who are Members that are logged in, have
passwords, or both will be able to get to the performance to purchase tickets if you enable this.
Access Password: If password access is selected as a restriction, this password will be enabled for all
performances associated with this Event.
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Images & Categories
Image 1: the only Image enabled for the system; will be shown to the right of the Event Description
(or if your site has a non-standard layout, this image will appear as designated)
Image 2: ignore unless you have had this section customized
Available Categories >> or << Categories assigned to this Event: you must choose at least one
category in order to continue; this is done by selecting it in Available Categories and choosing “>>” to
move it to Categories assigned to this Event. You can assign as many categories as pertain to your
event as long as the minimum of one is met.
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Custom Event Branding & Access
Thanks to newer versions of ShoWare™, you now have the ability to customize the look of the ticketing
website on an Event Level.
Hide Event from Public Listing: used to create a private link that is only reachable when you send it
out to a list or place it on a private website; this event will not be able to be found by searching
keywords on the ticketing site either – only by sending out the direct link for the event will the public
be able to view the event
Require UserName/Password: this requires the user name and password you have designated
below to be used to access the Event
Use Custom HTML: if this is enabled, the HTML you enter for the body, Header and Footer will be
used; otherwise those boxes are ignored
Hide Browse/Search Controls: if you are looking for someone to be sent to the site, specifically to
this event, and not have the ability to navigate to other portions of the site, use this to hide the entire
Left Navigation Bar
User Name & Password: only used if you choose to enable it with “Require UserName/Password”;
you might find this helpful if you need to submit the event for proofing – but “Hide Event from Public
Listing” could also be used for this purpose
HTML Body: so you are aware, event/Performance Names and links will not follow the text color you
choose
Header HTML & Footer HTML: Link to an image you would like to use for true event branding; if you
customize social networking sites like MySpace, similar code can be used here to create the headers
and footers
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Linking to the Event
After you hit save, the screen will refresh with text at the top of the editing frame saying “Event was
updated successfully.” Once that appears, you can scroll to the bottom of the event and see the URLs.
The Name of the Event appears for your reference.
The 1st link Takes the user to the “My Account” Section of ShoWare™ – this is a constant link and
will work for any event.
The 2nd link Takes the user to his/her Shopping Cart – again, this is a constant link and will work for
any event.
The 3rd link Takes the user to the Event Detail Page which is what you just customized.
Event Link gives you text of the hyperlink that is easy to highlight and copy; you are not able to edit this
link (you cannot change the web address)
Preview gives you a tool to check what your customization/event looks like without creating a
performance
Don’t forget to hit “save” after you get the Event to look as you choose!
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3.4 List Performances/Packages
The “List Performance/Packages” menu allows the operators to search and use filtering options to find
Performances and Packages. Of special interest is the “Include past Performances” checkbox that will allow
the operators to filter and find performances that have already expired (happened).
Search and Reset Search Form are provided as action buttons on the bottom.
Create New Performance & Incomplete Performance/Packages quick links are also provided at the bottom
of the screen.
Note: A Performance has multiple configuration steps. If a step is completed, but the final step of
Performance configuration is not reached, that Performance goes into an ‘Incomplete’ status. The
“Incomplete Performances/Packages” button functionality will assist operators in locating those
performances and proceed with the set up from that point.
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3.5 New Performance
The “New Performance” menu enables the operators to enter the performance creation screens. Here you
will define the details of the performance including the event to which it is related, the venue where it is
held or departs from, dates, times, ticket text, pricing, etc.
3.5.1a Required Fields
The first four elements that appear on the screen after you select “New Performance” are:
1. Box Office: A complete list of the box offices defined in the system during Configuration &
Settings for the Operators selection. Make sure to select the Box Office that will serve as the
“main” source of ticket sales for the performance you are creating; this is normally the venue box
office.
2. Promoters: A complete list of the promoters defined in the system during Configuration &
Settings for the Operators selection. Here you would select the person or organization that is
responsible for promoting the event.
3. Events: A complete list of Events previously defined in the system during New Event creation
screens will populate this drop down. Select the event that you would like your performance to be
associated with. If you have not created the event for the performance, you will need to go back
and create the event now.
4. Venue: A complete list of Venues defined in the system during Configuration & Settings for the
Operators selection. The venue you select will determine what seat maps will be available for your
performance as well as the location information that will be posted on your website, so make sure
to select the correct venue.
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3.5.1b Fields that Appear
After you have chosen the required information, the screen will refresh automatically and populate with
new fields necessary for continuing the performance creation process. These additional fields will allow you
to define your performance date and time, sales start/end dates and times, available delivery methods,
and other various details of your performance.
5. Seating Chart: Based on the Venue selected, all the available seating maps will appear. Select
the seat map that is most appropriate for the performance you are creating. If you are creating a
performance with a general admission map, once the performance is completed you will be able to
increase or decrease each GA pricing level capacity.
6. Performance Name: Text field for the stating the performance name. This can be different or
the same as the Event name; if the name is exactly the same as the event name, only one line will
appear in the performance listing – otherwise the event name will appear before the performance
name.
Below is an example of the performance listing for a ticketing site:
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7. Performance Code: A unique code/identifier must be assigned to each performance. This code
is utilized during search and filtering and also in Reports under Reporting section.
Note: Leave no spaces between the characters of that field. Make sure to use a code that will allow
you to easily identify the performance. Generally this is done by including the date of the
performance in the code.
For more information on Performance Codes and seeing how they are used elsewhere in the
system, check out the section on the Auto-Scheduler in 2.7, Step 6.
8. Performance Start & End Date, Performance Start & End Time: This is where the user
selects the dates and times that the performance will actually occur. Time zones appear in
parenthesis and are linked to the time zone the venue has been defined under.
Tip: Once the performance end date and time has expired, system users will no longer be able to
sell tickets for that performance; only Holds will be able to be completed and orders may be
canceled. Choose your end date and time wisely.
9. Sales Start & End Date, Sales Start & End Time: Here the system user will select the dates
and times that the sale of tickets on the public website will occur. Time zones appear in parenthesis
and are linked to the time zone the venue has been defined under.
Note: Sales for the performance is not restricted by these dates and times through the Box Office
interface, this setting only affects the public website.
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10. Delivery Methods: The System Delivery Methods (Mail or Will Call) and the Custom Delivery
Methods (operator created under Settings & Configurations) are listed in this part of the screen.
Users will select which combination of methods they would like to make available and also enable
which methods will apply to that specific performance.
**. Access Gates: ONLY FOR SKIDATA ENABLED SYSTEMS; the operators will choose which Gates
the tickets will be validated from.
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11. Featured Event: If selected, the EVENT will appear as featured on the public pages. To limit
or increase the number of featured events listed or to change the number listed per page, see
instructions in Section 1.1.2 Display Options > Featured Events.
Tip: this is the most common reason an operator cannot see their event on their ticketing site – be
sure to have this enabled whenever you want to feature this event
12. Max. Tickets per Basket (0 = unlimited): Operators can determine the max amount of
tickets that can be selected for purchase per basket.
13. Access Restrictions options: The performance will be open for sale on the public website
according to the level selected. “No Restriction” opens sale to anyone, “Members only” will allow
only patrons who have memberships and have logged into their accounts to purchase tickets, and
“Password Only” will only allow patrons to purchase tickets who enter the password you have
selected.
14. Access Password: If the above option involves a password selection, the password may be
specified in the text field.
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Performance Status
Performance Status determines the level of visibility in the system and on the website for a performance.
It also serves as a method of manually changing the availability of a performance.
Note: Select "On Sale" and the System will take over for you, any other selected status will make the
performance unavailable on the public site.
15. There are 6 Performance Status options:
a. Available Soon: Performance/Event will appear on public pages, but will NEVER GO ON
SALE at the predetermined date and time from fields above.
b. Do Not Show Public: Performance/Event will never appear on public pages.
c. On Sale: is the ONLY status code that will put a performance on sale appropriately and
AUTOMATICALLY at the predetermined date and time from the fields above. Until that time
in the future is reached, the performance will display on public pages with ‘Available Soon’
text and a line below that image with the Sale Start Date and Time for the patron’s
knowledge.
d. Phone Call Only: Performance/Event will display on public pages with a telephone icon
that can be clicked and also a "layer" appearing if cursor hovers over it, displaying the
system's assigned phone number for ticket sales.
e. Sale Stopped: For any reason operators determine the sale on the public pages will be
stopped immediately and ALL baskets that have tickets currently in transition will be
purged.
f. Sold Out: Manually, but also automatically, when inventory under a performance is
exhausted then the Sold Out icon will appear on the public pages. While the sale of the
performance date and time is still valid, then the performance/event will still display on the
public pages.
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Fields (continued)
16. Ticket Reserve Time: Time period that patrons may keep tickets in transition (selected in a
basket, but not completed the sale yet). After time has elapsed and no sale has been posted,
tickets will return to the general inventory of the performance; this prevents people adding tickets
to their basket, closing their window and having the tickets held in transition for long periods of
time.
15 minutes or greater is strongly recommended as the minimum for Ticket Reserve Time
so that your slowest patrons can complete their purchase successfully
17. Image 1 & 2 fields: As we saw with events, a performance also has two image fields that are
both fully functional, but only Image field 1 will display on the public pages. Image field 2 is
included for future developments.
18. Search Keywords: As with events there can be keywords associated with a performance that
will be utilized by the search function on the public pages and internal keyword search fields.
19. Use Event Description & Description fields: A description field is available that is different
from the event description. The user can choose to utilize the same description as the event by
selecting the checkbox, or they can leave the box unchecked and fill in a new secondary
description. This is the description that appears when ticket buyers click on the “See Description”
link on the website or the “Performance Name.”
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20. Info Box Text (Shown in Performance Detail): Text field can be utilized to showcase
information during checkout/seat selection pages. This information also appears on the
[email protected] ticket. This section is NOT html compatible.
Note: only the first 5 lines of information will show on the [email protected] ticket (aka what you can
see in the box – if you have to scroll for the info, it will not be seen)
21. Alert Qty & Alert Email fields: There can be an alert level (numeric value) for inventory
specified per performance. If the available seat inventory of the performance drops below that level
then an alert is triggered to the email address specified. 0 = No Alert.
22. Do not Print Tickets: If the checkbox is selected, no tickets will be printed for tickets of that
performance. This applies to the “Print Order” option on individual orders as well as Batch Ticket
Printing.
23. Ticket Price Printing: According to your selection, amounts shown on the actual ticket will
just be the “Face Value,” the line item total (“Face Value + Excluded Fees”) or another amount that
you can enter. No order fees will print on the tickets themselves – only on the receipt.
24. Print a separate Ticket for each Day of the Performance (only for Multi Day
Performances): This option is available for MULTI-DAY performances ONLY (performance start
date and end date, span consecutive days). If the option is selected, during the printing phase
there will be a ticket produced for EACH day that the performance is spanning. The same text will
print on each ticket but this could be useful if you collect tickets at the gate and your event spans a
weekend – each person would receive 1 ticket per day of the event.
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Ticket Layout
The ticket layout is where you will determine the text and font styles for tickets printed at the box office
(either for shipping or will call). The ticket printing template configuration can vary from system to
system, but for the purposes of this manual we will discuss the standard ticket template. At this time, you
cannot change the formatting of the [email protected] tickets.
Note: See your Project Manager if you have questions regarding your template configuration.
The system provides a print preview of the ticket by clicking on the “Open Live ticket preview” button
provided on the screen. This preview shows the user in real time how their ticket will look with the text
and styles they have selected (Preview requires the ShoWare™ Printing ActiveX Control).
The system also provides users with the ability to print an image on top of the physical ticket stock. The
watermark image is monochromatic and can be uploaded in the system via the Image Management
module. Test this image before you print a large quantity of tickets so you can be sure the image fading
does not interfere with the actual ticket text.
As you can see below, there are 8 ticket lines that can be utilized to print information on the physical
ticket stub. Users have the ability to control font style used, font size, and attributes of the text on every
ticket line. For ticket lines utilizing larger font sizes, more space needs to be consumed on the ticket line,
so less character space is available.
Tip: If you will be using Auto Scheduler, please keep in mind that you will need to decide which line will be
reserved for the performance date.
When you have completed the ticket text, click “CONTINUE.”
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Performance Pricing Setup
The next step in setting up your performance is defining your ticket pricing. This includes determining the
value of excluded and included fees as well as the ”Face Value” of the tickets. The appearance of your
pricing screen will have more or less pricing categories based on what you selected during the previous
step.
Keep in mind that all necessary discount codes will need to be created (under Configurations and Settings
Æ Basic Configurations Æ Discount Codes) before entering the performance pricing screen.
1. Each price category will be displayed with a “Configure” button on the screen and every price
category will need to be defined with at least one discount code in order to complete the
performance set up.
2. Every price category must have at least one discount code defined as ENABLED so that Box
Office users may utilize it, AVAILABLE ON THE WEB so that patrons on public pages may utilize
it, and DEFAULT so the system knows which price to select first. Any other number of Discount
codes may be defined thereafter.
3. Based on the set up and activation of EXCLUDED and INCLUDED FEES in your system, fee
fields will appear on this screen for value placement. This is where you would define your
convenience charges, tax, processing fees, etc.Coupon codes and discount code passwords are
created and maintained under “Manage Discount Code Passwords & Coupons.” This feature
will be discussed in more detail in the next section.
4. Once all price categories have been defined appropriately, the system will allow operators to
proceed and COMPLETE the performance creation.
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Maintain Automatic Price Changes
AFTER THE PEFORMANCE IS CREATED, an automatic price change (i.e. day of performance price increase)
can be implemented by simply clicking the “Maintain Automatic Price Changes” button, selecting a
calendar day for the new pricing take over, defining the new pricing, and then finally clicking Save.
To do this, click “Events & Performances” > “List Performances” > Choose the Event or enter the
Performance Code… when your Performance is visible click “Pricing & Availability” > “Change”
(under ‘Price Category’) > “Maintain Automatic Price Changes”
Maintain Discount Code Coupons & Passwords
When you select the “Maintain Discount Code Coupons & Passwords” button in the performance pricing
setup screen, a pop-up window opens that lists all of the discount codes you have enabled in the system.
RULE: In order for these codes to be used on the web, the discount code must be enabled for the
performance and must also be web-enabled.
In this window you will see two available options: Password and Add Coupon. Both of these options
essentially serve to password protect a discount code, but each one operates in a different capacity.
Tip: DO NOT assign both a password and a coupon code to the same discount code. Doing so will cause
the two “passwords” to cancel each other out, and if the discount code is web-enabled it will be publicly
available and unprotected.
1. Password: The sole purpose is to lock a discount code on your ticketing website. Assigning a
password will require every web ticket buyer to enter that password before the discount code will
appear for purchase, and without the password the price is otherwise hidden.
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Assigning a password will NOT lock or hide the discount code in the call center (box office) and
therefore should not be used as a method of setting discount code user permissions. Discount code
permissions can be set under Configurations and Settings Æ Basic Configurations Æ Discount
Codes.
There is no method for tracking discount code passwords; they are not recommended for use in
promotional offers.
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2. Add Coupon: The “Add Coupon” feature is an excellent tool for use in promotional offers. It
allows the system user to create a code that serves as a password for the discount code, but offers
several benefits that the simple password function does not.
a. Coupons require the system user to assign an “Issuer,” or a source, for the coupon code.
This issuer can be used as a method of tracking the coupon code for marketing purposes. You
can find this tracking information by pulling the “Redeemed Coupon Report” (Reports Æ
Marketing and Sales Æ Redeemed Coupon Report).
b. The software allows for multiple coupon codes to be assigned to one issuer, as well as
multiple issuers to be assigned to one discount code.
c. Each coupon code is required to have an expiration date. The coupon code will expire at
11:59 pm on the date you choose. Once the coupon code expires, the discount code it is
assigned to will no longer be available for web purchase. The discount code can once again
become available on the web if the coupon code is removed or the expiration date is extended.
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3.6 Copy Performance / Package
The copy performance/package module allows system users to copy information from a previously created
performance for use in a new performance set up. This tool can only be utilized if the new performance
uses the same venue and set map as the performance being copied.
System users can copy a specific performance by typing the unique performance code given to that
performance, or they may elect to find an Event (that is Active) and view all performances under that
Event in order to select which one to copy.
Once a performance is selected, the new performance screen will be pre-populated with the copied
performance information, and with minimal editing operators can simply replicate or replace this
information for the new performance. For additional information regarding performance set up see section
2.5 New Performance.
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3.7 Auto Scheduler
The Auto Scheduler is a tool that allows the system user to propagate (copy in mass) a "master"
performance over long periods of time. Although the copy performance function acts in a similar manner,
it only allows the user to copy a performance once each time the tool is used. Auto Scheduler allows the
user to copy a performance multiple times (generally up to 500 performances at a time) each time the
tool is used. The steps for auto scheduler are outlined below.
1. Select a Performance
The auto scheduler can copy a single performance over a range of dates. It cannot be used for
Packages. Performances scheduled by Auto Scheduler will have the same name, time, ticket
pricing, seat map*, venue, and descriptive information as the performance you select. The
"master" performance can be selected by its specific Performance code or by Event just like the
Copy Performance functionality. *Seat map structure and allocations are used for all performances.
2. Set a Recurring Schedule
At the top of the screen the user can view the general settings of the performance to be
propagated. It is recommended that you verify that all information is correct before moving
forward. Performance date range selectors (and calendar icons) are provided for use in choosing
the first and last date that the performance needs to be propagated. The user must then also select
which days of the week the performance will be available as well as whether or not those
performances occur weekly or biweekly. Do not be concerned about possible unavailable days or
dates; you will have an opportunity later in the process to “Blackout” dates.
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3. Set the Sales Start/Stop Options
Next the user must determine when online sales will begin and end for the performances being
created. Auto scheduled performances can use the sales start and stop information from the
selected performance, or the user can define a custom set of days and times. The “Use Current
Sales Start/Stop Time & Offsets” option will chose times based on the offset time and date of the
performance and is generally the option most often selected.
4. Select Blackout Dates
A full calendar showing the period of time the operator specified in step 1 is displayed on the
screen, and the user may select any blackout dates. Blackout dates are dates that the performance
propagation is not necessary (i.e. holidays, special event days, schedule exceptions, etc.). Each
check box on the calendar represents an auto scheduled performance, and checking the
appropriate box on the display will mark the selected date as a blackout date.
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5. Time/Date Printing Options
For your printed tickets, you will need to select the location on the ticket stock (which line) you
would like the Performance Date/Time to appear as well as how you would like the Date/Time
formatted. Keep in mind that the date and time will print on your tickets in the same font, size, and
style of the performance you are copying.
6. Performance Code Definition
Each and every performance in the system is REQUIRED to have a unique performance code. This
code is used to identify the performance in various areas of the system. A prefix and suffix option
is provided to help customize these codes, you must fill in at least one of these options, but you
are not required to use both. Generally the prefix would be an abbreviation of the
event/performance name, and the suffix might serve to represent the time of performance if you
have multiple performances occurring on the same day.
Example: Prefix = mytest (event name), Suffix = A (afternoon), Performance Date 12/31/2005.
Performance Code = mytest12312005A
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7. Review & Create
As a final step the user is giving a listing of all the performances to be created. Make sure to
thoroughly review those performances before you move forward. You will see the button to CREATE
Performances at the bottom of the screen. Once the user clicks this button they receive a pop-up
asking if they are certain that they would like to move forward. Remember, it is very easy to click
yes and create your performances, but if you made a mistake during the auto scheduler process
and move forward anyway, you will have to update or delete those performances individually.
Review, review, review!
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3.8 New Package
If Subscriptions are enabled in your System, the New Package option menu can be utilized to create
Packages for your system.
Tip: Once you have created a package, the “Copy Performance/Package” tool may also be utilized.
A Package creation is similar to a performance creation. One difference between the two is that there are
no sales start/end dates and times for packages. These parameters are already defined by the
performances that will be part of the package, and are therefore not necessary for the package itself.
Another important difference is that once you have created the package, you will have to go through an
additional step of associating performances with the package. This means that you will need to have all
necessary performances created before you begin the package.
In order for the package function to work, the SAME seat map must be used for all of the performances
associated with the package. This means that all performances must be taking place at the same venue.
In addition, the seat map being used must be a RESERVED seat map.
If seats for a single performance are made unavailable through purchase, hold, or allocation, those seats
will also be unavailable for the entire package. Also, packages have their own pricing and availability
setup, so pricing of the individual performances is ignored.
Note: INDIVIDUAL EXCHANGES OR CANCELLATIONS of tickets cannot be made for select performances
under the package structure; any and all cancellations need to be done on a per package basis.
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*Part 4: TICKET MANAGEMENT
The ticket management menu offers a comprehensive list of ticket holds, orders, and fulfillment options.
Through this menu you can view and manipulate orders and holds without having to enter the Box Office
Interface.
Note: The list holds and list orders features are also available through the Box Office Interface.
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4.1 List Holds
Under the List Holds menu, users are given numerous filtering options to search for holds in the ticketing
system.
Note: When we refer to holds, we are referring to a block of tickets that have been reserved under a
specific patron account or a hold category. These are tickets that have not yet been purchased.
Holds are created through the Box Office Interface. This is done by adding the tickets you would like to
hold to your shopping cart, applying the appropriate discounts and fees, and then clicking the “Create New
Hold” button in the lower right hand corner. You will then be given options to assign a hold expiration date
(should you choose to do so) and to either assign a patron account or hold category to the hold. Holds can
then be turned into paid orders or can be cancelled and returned back into the inventory of their
performance.
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4.2 List Orders
Under the List Orders menu, users are given numerous filtering options to search for orders in the
ticketing system.
Note: Orders refer to tickets that have been purchased.
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4.3 List Tickets to Print (Mail)
This feature shows the user a comprehensive list of unprinted tickets that are associated with mail
delivery options. There are no filters for this list; it simply shows the user the total number unprinted
“mail” tickets for ALL active events in the system. Orders that have already been printed will not be
included in those totals.
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4.4 List Tickets to Print (Will Call)
This feature shows the user a comprehensive list of unprinted tickets that are associated with the will call
delivery option. This list can be filtered by number of days (i.e. only list quantities for performances within
the next 10 days), and will show the total quantity of unprinted will call tickets for all events and
performances within the day range the user selects. Orders that have already been printed will not be
included in those totals.
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4.5 List Tickets to Mail
In order to accommodate organizations that have third party fulfillment of ticket orders and also as a
method of keeping record of who was responsible for mailing any particular set of tickets, the system
offers the option to go through orders and “flag” tickets as mailed. This can be done by going into an
order, checking the mail flag check boxes next to each ticket, and clicking “Update Mail Flags.”
This menu, List Tickets to Mail, shows the user a comprehensive list of PRINTED tickets associated with a
mail delivery option that have not been “flagged” as mailed. It lists total quantity of un-mailed tickets per
performance, and also offers the “Get Orders to Update Mailed Flags” button, which will populate the list
of all of the orders that have not been updated.
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*Part 5: BATCH TICKET PRINTING
The Batch Ticket Printing function allows users to print ticket orders all at once rather than printing each
ticket order separately. This menu offers numerous printing options including a drop down to select the
printer you would like to use, the ability to select mail or will call and print those batches separately, the
option to filter batches by performance code or by a date range, management and utility options, and
more.
Note: Requires the ShoWare™ Printing ActiveX Control; see Section 1.1: Associating Your Printer to learn
about installing the printer and the Active X Control.
5.1 Printer Selection Menu
Allows the user to select the printer they would like to use for the batch ticket printing. This function
allows the user to override the system default printer. When a printer is selected it will appear above the
printer menu along with the status of the printer selected.
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5.2 Create Batch Orders
1. Mail: In order to batch print orders to be mailed, the system user should click on “Mail” (this
button looks like a header). This submenu allows you to choose criteria of orders to print and then
mail; criteria include Performance Code, Performance Date and Order Date. The Package Filter can
be used to include orders with packages, exclude orders with packages, or select only orders with
packages when compiling the batch. The “include reprints option” determines if printed tickets will
be included in the batch. Generally the user would leave this box unchecked to NOT include
previously printed tickets.
2. Will Call: In order to batch print will call order, system users click on “Will Call.” This submenu
allows the user to select orders to print from the following criteria: Performance Code and
Performance Date. The “include reprints option” determines if printed tickets will be included in the
batch. Generally the user would leave this box unchecked to NOT include previously printed tickets.
3. Batch Management: Allows a user to search for created batches by Batch Number, Created Date
Range, Recently Created Batches, or Batches containing a specific Order Number. Batches listed in
the result can be loaded into the Batch Print Validation screen to be cleared from the Batch Printing
Queue, resume printing, or reprint the entire batch. Clicking on a batch in the results will open the
detailed view of the batch.
4. Utility: Clicking “Utility” allows you to create a custom batch by entering specific order numbers in
a delimitated list.
5. Batch Queue: The Batch Queue displays the batch the user is currently working with. Just below
the queue there is also a listing of recent activity, a printing queue, an option to review your batch,
and an option to remove batches form the queue.
a. Batch Activity – displays all of the details of the last batch print activity as well as the
current status of that batch.
b. Printing Queue – displays the number of orders in the batch, the number of orders already
printed in the batch, the number of remaining orders to print in the batch, and the number
of orders in the batch printing queue
c. Review Batch - Loads the Batch into the Batch Printing validation screen so that user can
verify all information is correct before proceeding with printing
d. Purge Batch from Queue – removes spooled jobs that are currently in the batch printing
queue and marks the order(s) as failed; only a user with reprint permission can print orders
after they have been spooled and marked as failed.
e. Batch Printing Progress Window – this appears once the system user has selected to
print a batch and this window MUST remain open with printing the batch. It will
automatically close when the last order is printed and confirmed. The Batch Printing
Progress Window monitors the Windows print queue, displays the current progress of the
printing and the current order that is being processed or printed, allows the user to pause
the printing, detects errors while printing and confirms the print status of an order.
f.
Batch Printing Validation Screen - This screen displays the print status of all orders in a
batch. Orders that have printed from this batch will be in the Printed list, orders that have
spooled from this batch and have not been confirmed will be in the queue list, and orders
that have not printed from this batch will be in the Not Printed list. The Export List buttons
provide a comma separated list of the order numbers.
The OK and FAIL buttons are used to clear the Batch Print Queue by manually confirming the printed
status of an order. Orders that are manually confirmed OK will be moved to the Printed list. Orders that
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are manually confirmed FAIL will be moved to the Not Printed list and require reprint permissions to print
that specific order.
5.3 Printed Batch Log
The Printer Batch Log displays the current batch status of batches printed within the last 24 hours. Batch
Number, Batch status, date printed, user printed, number of orders, and number of orders printed are all
displayed. The user can view the details of this batch by clicking on it.
Batch Detail Window
When the user selects a batch listed in the printed batch log, a pop-up window opens that displays the
order selection used to compile the batch, order count and list of order numbers sorted by order number,
orders printed count and list sorted by print date and time, orders not printed count and list of orders,
orders failed count and list of orders, orders spooled count and list sorted by spooled date and time,
orders alert count and list of orders sorted by order number, and the orders in a CSV format for export.
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*Part 6: PATRONS & MEMBERS
In the Patrons & Members menu, system users have the ability to view and edit previously created patron
accounts in the system as well as members that have purchased some level of membership (if the
membership module is enabled in your system). New patron accounts can also be created from this menu,
and if the user has donations enabled in their system, then new donations can be entered here as well.
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6.1 List Patrons / Members
The List Patrons/Members menu functions similarly to the List Holds and List Orders menus in that it offers
you numerous options for filtering your Patron/Member search, and also displays the results in the same
kind format. From the search results list you can view and edit existing patron or member accounts.
There is a distinction between patrons and members.
• A patron is a customer/client of your organization that has a profile saved in the ticketing system.
All customer activity (orders, holds, etc.) would be associated with and saved under that profile.
• A member is patron (new or previously existing) who has purchased some level of membership
offered by the operators of the ticketing system. In essence, membership is simply another
customer activity associated with the patron account. There is no such thing as a member without
a patron account.
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6.2 New Patron / Member
Under this menu, new patron accounts can be created. Below we will walk you through the steps of
creating a patron account.
Patron Type - There are two different categories of Patrons/Members.
• Call Center User: These are patrons that prefer to call in or come in to visit the physical box
office or establishment and purchase their tickets. They may not have a valid email account or
web access. If this option is selected then the number of required fields on the screen is
reduced.
• Web User Patron: These patrons traditionally create their own account online. They must
provide a valid email address and supply a password (along with a password reminder).
1. Email – In the default Terms of Use, it is stated that all patrons will be contacted by email in
the event of a change to their reservation (performance time, event date, etc); this is the easiest
form for contacting your patrons so it is highly suggested that you gather this information.
2. Company – If the account is associated with a business, then you would enter the company
name in this field.
3. First, Middle Initial, and Last Name – starred (“*”) fields are required to identify the patron.
4. Address Lines 1 & 2 accommodate the patron’s physical mailing addresses. Keep in mind that
the address specified here is by default set as their primary delivery, billing, and payment address.
Once the profile is created additional addresses (shipping, work, etc.) can be added.
5. City, Country, State and Zip Code – a continuation of the address fields.
6. Primary Phone Number is a required field to offer both system users and patrons an
immediate method of communication. We cannot stress enough the importance of collecting a
contact phone number, as this information will be vital in the event of a cancelled performance,
event or location change, or credit card issue.
6. Fax, cell phone, and work phone fields are also provided for use as seen fit by users and
patrons alike.
7. Patron Classifications - Available patron classifications are visible at the bottom of the screen
for selection. These classifications are created under Configuration & Settings Æ Options &
Classifications menus. Patron classifications are useful for tracking groups, subscribers, VIPs,
patrons solicited through special acquisition, etc.
8. Comment to Add to new Patron Record - A comment field is provided for important patron
information such as special seating requests, special exceptions, customer issues, etc. The only
place you see this comment field is if you look at the patron account so keep this in mind.
9. Purchase Membership – If memberships are enabled in your system, then all available
membership levels will be listed here with an option for purchase during the patron account
creation process.
10. Make a Donation – If donations are enabled in your system, then the Make a Donation is
provided so that a patron can easily include a donation during the patron account creation process.
11. Payment information – This field is intended to accept payment information for any
memberships or donations purchased during the account set up. Ticket order charges are done
separately through the order process.
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6.3 New Donation
Using “New Donation” allows the system user to enter new donations through the admin site. The user will
select the proper donation amount, fill in the donor contact information (similar to the information
required for patron account), collect payment information, and choose whether or not to have a
confirmation e-mail for the donation sent to the patron.
You can enter a Patron # or use the “look up” button to search for an existing patron. When you enter
the information into the system through this donation module, a patron account will NOT be created.
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*Part 7: REPORTING
The ShoWare™ system includes a multitude of reports that address needs of the box office (Ticket
Inventory, Fulfillment, Patrons), Accounting (Accounting & Finances), Marketing (Marketing & Sales),
Patron Development & Retention (Patrons & Memberships), etc. All reports are divided into categories
based on their functionality and purpose.
Custom reporting is also available at an additional cost; speak to your Project Manager to receive a quote.
A mock-up and specific information regarding your custom report is required to receive an accurate quote.
Available reports vary based on your system set-up: standard or split-payments. The system user (at
initial system setup) can choose between the standard (one payment method per order) model or a split
payment/accounts receivable model. As the majority of clients use the standard system, we will focus on
those reports in this manual.
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7.1 Ticket Inventory
Ticket Inventory reports are the reports that show any data relevant to tickets sales. This includes
numbers of tickets sold, money brought in through ticket sales, which seats are sold and to whom, what
delivery methods were chosen, which seats have been made unavailable for public sale, etc. The image
below shows a full listing of all of the ticket inventory reports available. The following sections explore
each report in further detail.
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7.1.1 Performance Report – Detailed
The Detailed Performance Report is the most commonly used ticket inventory report, and is equivalent to
what other ticketing systems may call an ‘Audit’ or ‘Sales Report.’ You can see in the image below that
there are many parameters available for the report. You can pull the report based on event or on the
performance code (or leave those fields blank to create a comprehensive report); you can also base the
report on specific sales and performance date ranges.
The sales date range pulls data based on date of purchase and will only include sales data from orders
place within that date range. Without including a performance date range using sales date range will
include ALL performances. Performance date range pulls data based solely on date of performance, so it
will pull data that includes ALL sales placed on any date, but only for performances that occur in the
selected date range.
Additionally, filters are provided to expand or shrink the report as the user sees fit. Several boxes are
enabled by default; these are the filters most commonly used for the report. The user can choose to have
tickets sold online and tickets sold through the Box Office Interface listed separately or together. The user
can choose to:
• have ticket prices listed
• have any tickets paid for with a comp payment show in the report as a $0 value
• include a column that shows sales for that day
• show a table that outlines all unsold tickets
• have the hold table give a more detailed listing
• have any package sales show in the report as the single performance ticket price rather than the
package rate
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After all the desired parameters and filters have been selected, you click “Get Report” and a new window
will open with the report information. As you can see in the image below, all of the parameters and filters
specified are summarized at the top of the report. In addition, you will see the event name, performance
date, venue, and performance code. The report breaks down ticket sales by discount code, and gives you
the total number of tickets sold for each discount code as well as the total amount of money collected; for
holds, it tells you the total amount of potential money involved with the hold.
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7.1.2 Performance Report – Summary
The Summary Performance Report is very similar to the Detailed Performance Report. It offers the same
kinds of parameters and filters, but instead of giving the user a specific sales breakdown, it gives a one
line summary of ticket sales. The columns included in the one line summary are based on the filters
selected, and the report will list a separate line for each performance included.
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7.1.3 Event Report
The Event Report gives the system user a detailed look at tickets sales for each event (rather than for
each performance like the performance reports do). As with the other reports, the amount of information
shown depends on the parameters and filters selected. Generally speaking the report gives ticket sales
totals for each price category and discount code of an event.
The main reason to use the Event Report rather than the Detailed Performance Report is that ONLY the
Event Report shows a column for each excluded fee and tells you how much was charge per enabled
discount code for that event. The line totals in the Event Report include the face value of the tickets sold
along with all the excluded fee revenue collected.
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7.1.4 Seating Manifest
The Seating Manifest is pulled strictly based on performance, not event nor performance or date range.
You either need to know the performance code or you can click on the magnifying glass to search for the
performance using key words or the title of the performance. It gives the system user a detailed listing of
all seats purchased for a performance, who purchased those seats, and what kind of ticket they purchased
for each seat. It also shows the order number and price category.
Note: This report is available in both an html format and a .csv download.
TIP: Anytime you see a Microsoft Excel icon, click the icon to download the .csv version of the report
instead of the html version.
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7.1.5 Delivery Report
The delivery report can be pulled based on event, performance code, sales date range, and performance
date range. It simply tells you how many tickets were sold and delivered for each delivery method enabled
in the system. It breaks down the information further by separating the delivery based on purchase
method as well – this filtering cannot be removed from the report without customization.
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7.1.6 Allocation Report
The allocation report gives the total number of seats allocated per allocation type for each performance
(based on the selected parameters). This report can be filtered by event, performance code, or
performance date range. This report would generally only apply to performances that are using a reserved
seat map. See section 1.2.1 for more information about seat allocations.
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7.1.7 Tickets On Hold Report
The Tickets On Hold Report gives the user a comprehensive list of ticket holds in the system that are “Not
Completed.” A “Completed” Hold has had all tickets either processed through to an order or the tickets
have been canceled.
This report can be filtered by event, performance code, performance date range, hold category, hold
created date range, and hold expiration date range. In addition, the filtered results can be sorted in a
number of ways, including alphabetically by event, chronologically by performance, alphabetically by hold
category, or chronologically by the hold creation or expiration date.
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7.1.8 Exchange Report
The exchange report can be filtered by user and transaction date. It shows the details of all exchanges
including name of customer, payment method, exchanged seats, and the exchange of money. You can
choose the date of the transaction or the system user that initiated the transfer; you can also choose all
users and all time.
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7.1.9 Ticket Re-Print Report
The ticket Re-Print Report generates a detailed list of tickets that have been reprinted. Filtering criteria
include event, performance code, print date, performance date range, and whether or not the tickets were
a part of a hold or an order when printed. The report includes seat information, print date, user, order
number, item status, and print status.
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7.2 Fulfillment
Fulfillment reporting provides system users with all the information they need to follow through on ticket
delivery. The image below displays the list of available fulfillment reports as seen when you click
“Fulfillment.” Examples of all reports are on the following pages.
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7.2.1 Ticket Buyer Report
The ticket buyer report outputs all ticket buyers for a single performance. The report is pulled based on
performance code, and includes the Patron’s Name, Order Number, the Last 4 Digits of the Credit Card
used for the ticket purchase, Number of Tickets Purchased, Per Ticket Cost, and either the Seat Location.
This report can be used at the venue to validate will call customers or to verify a ticket purchase if a
customer has lost their tickets. All will call orders are marked with a "W" after the order number.
Note: This report is available in both an html format and a .csv (excel) download.
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7.2.2 Ticket Re-Print Report
This is the same Ticket Re-Print Report listed under Ticket Inventory. A link to the report has also been
made available under Fulfillment Reports for the convenience of the user. See section 6.1.9 for more
information regarding this report.
7.2.3 Tickets to Print (Mail)
This report is exactly the same as the List Tickets to Print (Mail) option under the Ticket Management
menu. See section 3.3 for more information.
7.2.4 Tickets to Mail
This report is exactly the same as the List Tickets to Mail option under the Ticket Management menu. See
section 3.5 for more information.
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7.2.5 Mail Order Fulfillment
This report is pulled based on performance code and is returned to the user as an excel (.csv) download.
It lists ticket buyers for a single performance whose tickets need to be mailed. Will Call and [email protected]
orders are NOT included in the report, nor are orders whose mail flags have been properly updated.
As you can see from the screenshot below, this site did not update any mail flags as a part of
their standard operating procedures. This report is extremely helpful for detailed order
information if you are missing a particular ticket because the printer “ate” the paper. It is also helpful if
you are interested in making a mailer for all ticket purchasers for a particular show. Again, if you update
the mail flags for these, then you will not be able to pull all of this information so please make your
standard operating procedures that work best for your company.
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7.2.6 Tickets to Print (Will Call)
This report is exactly the same as the List Tickets to Print (Will Call) option under the Ticket Management
menu. See section 3.4 for more information.
7.2.7 & 8 Access Control Data
This only applies to systems that have single access control enabled. The user would use these reports to
either download codes for scanning to their scanners, or to upload scan results into their ticketing system.
If you would like Access Control enabled for your ticketing system, please contact your Project Manager to
turn this on and go over software installation and equipment requirements.
Download AC Codes
The output of this link is a .csv report to upload to your scanning device.
Upload AC Results
After you have scanned all the tickets for your event, you can then upload the results of your scans which
will directly update all orders involved, adding a comment that ticket with barcode ____ was scanned for
entry. When you upload a batch of barcodes from Simple Access Control scanning (the output file), below
is an image of what text is added to the order information.
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7.3 Accounting & Finance
The Accounting & Finance reports provide all of the data necessary to settle daily box office operations as
well as assist with larger accounting needs such as invoicing or credit card batching. Different users and
companies use different reports to match their accounting needs – find the one that works best for you
and your needs. The following are examples of these reports.
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7.3.1 Cashier Report
The Cashier Report can be filtered by system user, department, and transaction date/time range. It
includes total dollar break downs per individual payment method. Generally, this report would be used to
settle sales for individual ticket sellers at the end of a shift or to obtain data on all users for end of day
settlement.
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7.3.2 Daily Payment Report
The daily payment report shows total sales and refunds per day for each payment method. It lists dollar
totals for tickets, excluded fees, and shipping for each payment method, but does not break down
individual orders or show any actual ticket quantities. It can however be sorted by event or performance
code, in the event that the user would like to see payment methods for a specific performance. It can also
be sorted by payment date range.
This report can be pulled based on event, performance and/or time range. If you select an event and
your system allows mixed baskets, you will not get any information on order based fees including delivery
(see red text warning on the actual report). If you are doing monthly accounting, not based on an event
and want to get a summary of daily activity on an extended basis, this is the report for you!
Note: This report is available in both an html format and a .csv download.
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7.3.4 Reconciliation Report
The reconciliation report is a comprehensive report that shows both sales and refunds on an event or
performance level. It can also be filtered by payment type or transaction date range. The report includes
break downs per individual payment method for ticket sales, excluded fees, order fees, and shipping fees.
Unlike the Daily Payment Report, you can only see a PER DATE transaction if you choose a particular date.
However, if your batches for your credit card processor are for sometime other than midnight PST, this is
the report you should use.
Note: This report is available in both an html format and a .csv download.
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7.3.5 Transaction Report
Generally used as a tool in settling credit card transactions, the transaction report lists every system
transaction in detail (performance, customer name, payment method, transaction total, etc.) made within
the date range and time that you specify.
If you need to do a transaction by transaction analysis of your accounting timeline, this is the report you
can use to compare them. Your input is strictly based - your output file will be in chronological order.
Image Note: The green dashed
line signifies a discontinuity in
the report data – the actual
report for this date had pages
worth of transaction data.
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7.3.6 Ticket Data
The Ticket Data report offers comprehensive ticket order information based on a specific event or
performance in the form of .csv download. On this report you will have a large amount of data returned.
Below is the listing of all the data returned in the output (excel) file. Each line of the data returned
corresponds to one ticket.
ƒ
Order ID
ƒ
Billing Zip Code
ƒ
Order Date
ƒ
Billing Country
ƒ
Order Status
ƒ
Billing Phone
ƒ
Quantity
ƒ
Billing Fax
ƒ
Price
ƒ
Billing Cell Phone
ƒ
Real Area Name
ƒ
Billing Work Phone
ƒ
Seat Number
ƒ
Billing Email
ƒ
Seat Category Name
ƒ
Credit Card Last 4 Digits
ƒ
Pricing Code
ƒ
Shipping Company
ƒ
Item Status
ƒ
Shipping First Name
ƒ
Box Office
ƒ
Shipping Middle Initial
ƒ
Organizer (a.k.a. Promoter)
ƒ
Shipping Last Name
ƒ
Venue
ƒ
Shipping Address 1
ƒ
Event
ƒ
Shipping Address 2
ƒ
Performance Name
ƒ
Shipping City
ƒ
Performance Date
ƒ
Shipping State
ƒ
Performance Time
ƒ
Shipping Zip Code
ƒ
Billing Company (patron info begins)
ƒ
Shipping Country
ƒ
Billing First Name
ƒ
Shipping Phone
ƒ
Billing Middle Initial
ƒ
Shipping Fax
ƒ
Billing Last Name
ƒ
Shipping Cell Phone
ƒ
Billing Address 1
ƒ
Shipping Work Phone
ƒ
Billing Address 2
ƒ
Shipping Email
ƒ
Billing City
ƒ
Type of Delivery
ƒ
Billing State
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7.3.7 Included Fees/Cost Report
This report serves as a tool to review included fees (internal costs deducted directly from the ticket
cost rather than added on as an additional fee) and compare them to funds brought in through
ticket cost and excluded fees. You can compare one EXCLUDED fee to one INCLUDED fee that you,
the system user, inputs into the pricing for each performance.
This report allows the user to see if the excluded fees are sufficiently covering internal cost. Below
you can see that the output shows you all cost totals for a given Venue, Event, Performance, etc
(to your choosing). The last column shows the difference between the Excluded Fee and the
Included Fee that you chose as the percent by which you would need to raise the Excluded Fee to
cover the Included Cost that you have identified. If the cost is covered, then the increase needed
to cover the cost is 0% and that is returned.
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7.3.8 Ticket Fees vs. Ticket Fee Revenue
Similar to the Included Fees/Cost Report, the ShoWare™ Fees vs. Ticket Fee Revenue report helps
the organization to compare the fees they are paying out for system use to the amount of revenue
brought in through an excluded fee your choose. This report outputs the NET REVENUE made with
Excluded Fees after considering ShoWare™ Fees. You input the numbers for the fees based on
your contact; the fees inputted for the report below are for easy math examples of the report.
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7.3.9 Discount Code Group Report
This report is designed for systems that make use of the Group option for their discount codes;
grouping of discount codes is generally only useful in systems that use numerous discount codes.
This report offers data within a specific date range for each group; it can also tell you how often a
discount is used for your records.
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7.4 Marketing & Sales
The system provides several very useful marketing reports that are designed to help track the
effectiveness of various types of marketing campaigns and sales records. Should the system user
choose to do so, they can check the statistics for their heard about us survey, commission
information, access control statistics, and coupon use.
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7.4.1 Banner Stats
The Banner Stats Report is currently unavailable. Banners Ads, however, can be used in the
system for cross-promotion, advertisements and sponsorship opportunities. (See Section 2.2.7:
Banner Ads for more information)
7.4.2 Commission Report
If your business has a commission structure in place for users, this report will calculate earned
commission per user account. You will need to have the User commission set-up before anything is
calculated; commission can be based on a percentage of the face value of the ticket, a per ticket
amount or a per order amount as you designate. It can be different for each user.
This report can be filtered by event, performance code, sales date range and performance date
range. The user also has the option of grouping the results by user, event and user, or
performance and user.
Note: If sales are made in an Event/Performance prior to setting a commission structure, the
commission will be calculated retroactively for all sales under that Event/Performance, unless a
time period is selected. The Report includes cancelled tickets.
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7.4.3 Access Control Report
If simple access control is enabled in your system, then you can use this report to view access
control results for a single performance. This is a great way to understand attendance records for
your events if you are scanning at the gate.
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7.4.4 Heard About Us Report
This report serves as an excellent marketing tool by allowing system users to track the
effectiveness of their campaigns. As you read about in Section 1.3.3 Heard About Values, your
system administrators can define values for a checkout survey (required on the web if enabled)
that asks the customer how they heard about the organization/event. This is great for tracking
newspaper ads, radio spots, mail and e-mail campaigns, etc.
The "Heard About Us Report" shows statistics on which value patrons selected during checkout for
each performance. The report can be filtered by event, performance code, performance date range,
OR the user can check the “Cumulative” box to view Heard about Us activity for all performances
past and present in the entire system.
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7.4.5 Redeemed Coupon Report
If coupon codes are being used in your system (see Section 2.5.4 for more information on
coupons), then the user may use this report to track coupon activity. Tracking coupon activity is
very useful if coupons are being used for promotional offers; the marketing team can then track
the response to and effectiveness of those offers. The report can be filtered by sales date range,
performance date range, and the coupon issuer, and once generated the report will show the
performance the coupon was used on, the coupon code, the quantity of tickets purchased and the
price of the tickets at the promotional coupon rate.
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7.5 Patrons & Memberships
The patrons and memberships section contains all of the tools necessary to keep in contact with
your patrons and also to manage your memberships from member names to membership
accounting.
As you can see below, the majority of the reports generated in this section are .csv files. This is
done so that you can easily manipulate the data with your spreadsheet program or upload the data
to another program such as an email campaign management service.
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7.5.1 Patrons Per Classification
If your organization uses patron classifications to track patron attributes such as group,
subscriber, etc., then this report is an excellent tool for targeting those specific
attributes/audiences.
Classifications are assigned manually by your box office staff so please remember that this is a
manual step that your system administrator needs to make part of your standard operating
procedures if you want to use this report.
This report will provide all patron contact information for any patrons assigned to the classification
selected. The user can then use the information for mail or email campaigns, courtesy phone calls,
or even as a method of keeping patrons up to date about event/performance changes that apply to
that specific classification (i.e. subscribers).
This report outputs the following data:
• Company
• First Name
• Middle Initial
• Last Name
• Address 1
• Address 2
• City
• State
• Zip Code
• Country
• Phone
• Fax
• Cell Phone
• Work Phone
• Email
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7.5.2 Patron Order Addresses
This report pulls patron order address information based on event, performance code, or sales date
range. The output file contains the following information:
ƒ
Order ID
ƒ
Credit Card Last 4 Digits
ƒ
Order Date
ƒ
Shipping Company
ƒ
Order Status
ƒ
Shipping First Name
ƒ
Billing Company
ƒ
Shipping Middle Initial
ƒ
Billing First Name
ƒ
Shipping Last Name
ƒ
Billing Middle Initial
ƒ
Shipping Address 1
ƒ
Billing Last Name
ƒ
Shipping Address 2
ƒ
Billing Address 1
ƒ
Shipping City
ƒ
Billing Address 2
ƒ
Shipping State
ƒ
Billing City
ƒ
Shipping Zip Code
ƒ
Billing State
ƒ
Shipping Country
ƒ
Billing Zip Code
ƒ
Shipping Phone
ƒ
Billing Country
ƒ
Shipping Fax
ƒ
Billing Phone
ƒ
Shipping Cell Phone
ƒ
Billing Fax
ƒ
Shipping Work Phone
ƒ
Billing Cell Phone
ƒ
Shipping Email
ƒ
Billing Work Phone
ƒ
Type of Delivery
ƒ
Billing Email
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7.5.3 Patrons
Just like the Patron Order Address Report, the filtering of your patrons can be by Events,
Performance Codes or Sales Date Range. The largest difference is that this report allows you to
choose your output file to return less data. The output can be set-up in any of the configurations
listed below.
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7.5.4 Membership Reconciliation
This report provides a listing of payment types and amounts related to the purchase of
membership occurring within the transaction date specified.
7.5.5 Membership Transaction Summary Report
This report is similar to the membership reconciliation, except that it lists those payment
transactions by membership level
7.5.6 Membership Manifest
This report is a listing of member names, email address, membership status, and patron number
according to membership level. This would generally be useful for verifying memberships while
hosting special member events.
7.5.7 Membership Allocation Redemption Summary
This report gives a summary of tickets purchased under the MEMAL (members only) discount code
based on sales date range, event, or performance code.
7.5.8 Membership Cashier Report
This report is similar to the standard Cashier Report, except that it only includes information on
membership purchases.
7.5.9 Membership Daily Payment Report
This report is similar to the standard Daily Payment Report, except that it only includes information
on membership purchases and no orders.
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7.5.10 Donations
This feature allows the user to search for donations made through both the public website and the
admin/box office interfaces. It allows the user to search by donor name, donation amount,
donation date, payment method, and user. Once all necessary criteria are selected and the user
clicks search, the system generates a detailed list of donations that match the requested criteria.
You can click any of the names to get more information on that particular donor. This is more of a
search file than an output report. No download is available at this time.
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7.6 System Reports
System Reports offer users the ability to look at backend system data that would otherwise not be
visible in other areas of the system. This includes system and user activity as well as a log of all
payment gateway requests.
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7.6.1 Activity Report
This report gives the user general statistics for order activity that occurred within the specified date
range. It offers number of tickets and dollar amount for each order status (paid, unpaid,
accounted, canceled, canceled and not refunded, canceled and refunded) and also offers a
summary of new patron account and new order creations that have occurred. No fees (excluded,
included, order or delivery) are included in this report.
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7.6.2 ShoWare™ Log
The ShoWare™ Log offers system login data based on the user selected login dates and times. This
log provides the name of the user that logged in, the date and time that they logged in, as well as
the IP address of the location they logged in from. This is mostly used as a security feature to
monitor who is logging into your system and from where.
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7.6.3 Payment Gateway Transaction Log
This is a log of all transaction requests made to the Payment Gateway Service Provider (PayFlow
Pro, Authorize.net, etc.). Only Site Administrators have access to this Log. Based on the
transaction date/times and transaction types selected, the system will give you a detailed listing of
transactions with information including transaction date & time, transaction type, response time,
amount of transaction, result, order number, and the user who placed the transaction.
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7.7 Custom Reporting
The ShoWare™ Ticketing System offers a multitude of reporting options, but in the event the
system user discovers that there is a special reporting need not addressed by the system,
ShoWare™ offers the ability to create customized reports. To request a quote for a Custom Online
Report or Report Download contact your Project Manager or ShoWare™ LLC Sales Representative:
443.951.0340 or [email protected]™.com.
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*Part 8: ADMINISTRATION
The administration area of the site is where user accounts are created, and site permissions for
those accounts are set. System Users are categorized in two distinct groups:
1. Authorized Users that can access the Administration site of the ticketing application.
These users have the ability to login to the system through your /admin URL. Keep in mind that the
site administrator chooses which site modules these users have access to. For example, your
created users could be classified as site admin's, they could only be given access to reporting or to
the Box Office Interface, etc. In addition, Departments can be created to further classify these
users (i.e. Box Office, Accounting, Marketing, etc.).
2. Reporting Users: These are users (commonly promoters or third parties) that only need to be
granted access to basic reports and not other system functions. This category of users CANNOT
access the Administration site, rather they login through the reporting URL (that URL is provided
and varies according to the URL of the customer site).
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8.1 List Users
This menu is a complete list of user accounts in the system. It will show the username, the actual
name of the user, assigned department, whether or not they have the ability to reprint tickets, and
the date range their user account is active for. An “edit” button is also provided so that site
administrators may edit the permissions for any user at any given time.
At the top of the screen there is a large “Create New User Account” button. This button allows you
to set up a new user account, and functions exactly the same as the New User menu option under
Administration. We will go through the steps of creating a new user in the next section (7.2).
There is a total user count at the top of the screen. In the event that your system has enough user
accounts created to warrant sorting, the department drop down menu at the top of the screen will
filter user account results by department.
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8.2 New Users
From this menu new user accounts can be created. New user accounts can also be created through
the “Create New User Account” button on the List Users screens. Both tools function the exact
same way. Below we will take you through the step by step creation of a new system user.
1. Department: You may classify a user by department, but it is not required. The drop
down menu will provide you with all the departments created in the system. (Create
Departments by going to Configurations & Settings Æ Options & Classifications Æ
Departments).
2. First, Last name: Names fields are provided to identify the user. These fields are
REQUIRED.
3. Title, Comments: These fields are provided to further identify the user and are not
required.
4. User Name: This is the name the user will need to login to the system. We recommend
making it name that will allow you to easily identify the user.
5. Password, Verify Password: This is the password that the user will need (along with
their username) to login to the system.
6. Allow Change Password: This determines whether or not the user has the ability to
change the password on their user account. Leaving this box unchecked will mean that a
site admin will have to change their password for them when necessary.
7. Valid From and To Dates: These dates determine how long the user account will
remain active. Expiration dates are generally only set for seasonal employment or special
access exceptions.
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8. Commission: These fields are provided to define a commission base (if needed) for
users who are selling tickets. Commission base can be set as a percentage per ticket, dollar
amount per ticket, or dollar amount per order. Note: Since every User has a unique
authentication set of Login and Password, the system automatically attaches a User with the
orders that they create. The commission basis can be set retroactively on the system.
9. Default Order Fee (Call Center): For systems that make use of order fees, this drop
down assigns a default order fee to orders being created by that user. This is great if you
have separate fees (and separate employees) for your box office, call center, outlets, etc.
This fee can be removed or changed before an order is completed.
10. Call Center Checkout Options: This feature allows the site admin to determine if a
ticket seller using the call center window will be able to see the Anonymous Checkout
option, the Call Center Checkout option, or both. A site admin may want a box office
employee to only have access to anonymous checkout and may want a call center employee
to only have access to the call center checkout. Note: ADMINs see both by default even if
only one is specified.
11. Cash Drawer: If your box office uses cash drawers, then here is where you would
enable cash drawer ability for a user, as well as determine port and drawer open character.
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12. Status Codes: The settings assigned here determine a user’s ability to view
performances based on the various performance status codes (see section 2.5.1 for a
review of performance status codes). Giving the user full access means they can view all
performances assigned to that performance status, restricted Access means that they will
be able to view the performances, but only during the sales start and stop dates, and no
access means that performances assigned to that status will not be at all visible to the user.
These restrictions apply to the both the Box Office Interface and the Administration site.
13. Printing Options: Site admin may disallow ticket printing for a user, allow a user to
have the ability to reprint ticket orders, and can choose whether or not the user sees the
full name of the ticket printer.
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14. Available Security Groups: This part of the new user set up is crucial, as it
determines the user’s ability to function within the system.
15. Site Admin - UNRESTRICTED access is given to users assigned to the Site Admin
permission. If a User is defined under Site Admin there is NO need to include the remaining
explicit permissions.
• Access Control Management - If access control is enabled in your system, then
access control management gives users the ability to enter the various access
control menus.
• Accounts Receivable – If your system is a split payment system (most systems are
NOT), then this group gives the user the ability to create orders with the accounts
receivable payment option.
• Advertising Manager – Allows user to access all menus related to banner ads
• Call Center – Allows the user to access the Box Office Interface
• Data Management – Gives the user the ability to view and create box offices,
promoters, and venues under the Configurations & Settings menu (DOES NOT give
the user the ability to edit or create seat maps)
• Donations – If donations are active in your system then this option gives the user
the ability to process donations as well as access all menus related to donations.
• Event & Performance Management – Gives the user the ability to create and edit
Events & Performances.
• GA Touch Screen Interface – If your system uses a touch screen interface, this
enables that feature for that user.
• Hold Management – Allows the user to view, create and edit holds in the system.
• Image Management – Allows the user to upload images to the system.
• Member Restrictions Overwrite – Allows the user to bypass membership restrictions
in the system.
• Memberships – If memberships are enabled in the system, this gives the user the
ability to process memberships and access all associated menus and reports.
• Order Management – Gives the user the ability to search for, view, and edit orders
in the system.
• Patron Management – Gives the user the ability to search for, view, and edit patron
accounts in the system.
• Reports – Gives the user access to the Reporting module in the administration
menu.
• Seat Exchange Permission – Allows the user to make ticket exchanges. Users who
are not given this permission will not have the ability to exchange tickets.
• Seat Map Management – Allows the user to create and edit seat maps.
• Split Payments – If your system is a split payment system (most are NOT), this will
allow the user to accept split payments.
• Ticket Printing – This determines whether or not the user has the ability to print
tickets. This is related to hard tickets and ticket printers, and does not affect the
ability to print a [email protected] ticket from an email confirmation.
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8.3 List Reporting Users
All reporting users are listed using this menu. These users either follow a link directly to the
reporting site, provided by you to them: http://tickets.xxxx.com/reporting. You can choose to
have the “Promoter Login” link is below the left side bar on the public website.
The link for reporting users is a completely different site than the administration site. The
Reporting Users group is a separate group from the USERS that appear on the administration side,
and reporting users have their own set of access permissions for the reporting site.
A “Create New Reporting User Account” button appears at the top of the screen for your
convenience. This button functions exactly the same as the New Reporting User menu option under
administration.
The listing shows only the username and the valid date range for the account; it has an “edit”
available so that the site admin can change reporting user settings at any given time.
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8.4 New Reporting User
Creating a New Reporting User to similar to creating a standard system user, but it requires the
completion of fewer fields. We will take you through the step by step process of creating a new
reporting user.
1. User Name: Name used to login to the reporting site
2. Password, Verify Password: Password that is used along with the user name to login
to the reporting site
3. Name: Required to identify the user
4. Comments: Used to further identify the user if necessary.
5. Valid From/To Dates: Sets expiration for the login. This feature would be used most
frequently with promoters or third parties who are hosting onetime events.
6. Cashier Report: The Cashier Report may or may not be something you want to have
your promoter use. If you enable it, you will need to enable which users for which they can
pull the report.
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7. Report Check Boxes are provided to determine which reports will be available to the
Reporting User:
8. Allow Performance Report gives access to performance reports.
• Allow Ticket Buyer Report gives access to Ticket Buyer Report.
• Allow Download: These check boxes will allow the Reporting User to download,
depending on the option selected, a combination of information about Patrons.
Please consider the potential outcome of allowing third parties to download your
patron contact information before enabling these options.
9. Click SAVE and then new options will need to be enabled for your promoter/client to pull
the reports from the reporting site like you want to enable for them.
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10. Once the screen for the initial information on the Reporting User has been saved, the
screen is going to refresh and new fields will appear below the action buttons. These fields
allow you to set access permissions for the reporting user. If you do not set these
permissions, the user will not be able to access ANY data through the reporting site.
• Venues, Promoters, Events, Performances: Adding permissions to any of these
options will determine what level of access the reporting user has. For example, if
you give the user venue level permission/access, then that user is going to be able
to access the specified reports for all events and performances taking place at that
venue. The most common given level of access is the Promoter access, which allows
the user to see only events and performances designated under the specified
promoter.
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If you have any concerns, corrections or questions,
contact your ShoWare Project Manager:
[email protected]
Mon – Fri: 8:00am – 5:00pm PST
559.432.8000
Toll Free
866.215.1026
After-Hours Emergency Support
888.779.8663
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