This screen is a repository of several types of documents that - according to the specific class - can be sent manually by an operator, or are automatically sent to contacts as well as specific actions are performed.
Documents are mostly delivered as Emails or PDF (email attachments), with few exceptions.
Some documents are meant for very specific tasks, sometimes geo-related or geo-exclusive. See the table below for additional info.
NB Modifications should be performed by advanced users since documents play a critical role in the order lifecycle so that an inappropriate editing may result in sales failure: open an assistance or service case if you need help.
Configuration and editing
Document type
By clicking on an existing item, a new window will open: the first menu (Characteristics) allows to provide a name and code to the document.
It's also possible to set the document for:
1) Specific organizations
2) Specific sales channels
Clicking on Document models menu you'll see the format (mostly Email or PDF) and supported languages. S360 will send documents matching the contact language (if configured).
Documents are usually editable as Word/xdoc file (type)
A subset of documents (10) can be modified with an email designer editor (beta stage). More info here: New transactional email designer editor
Document models
By clicking on the model line a new window will open.
General menu includes:
-Format: mostly Email or PDF. If creating a new document be sure to use the correct format (see the table below for more info)
-Public file name: if the document is a PDF, it will be the name of the PDF attached to the accompanying email
Document models menu includes the list of the available language:
Document template
By clicking again on one item, it will be possible to change the specific template
Clicking on the underlined file name will trigger the download of the xdoc file
while clicking on the "three-dotted" small icon, behind the file name, will allow to upload a new xdoc
Button "standard template" will trigger instead the download of the standard Secutix xdoc file for the given language that can be edited and then uploaded as shown above.
Some document classes may have a limited set of languages supported by standard templates.
According to the document class, Validation menu will allow you to check the final result of the uploaded document template.
Select a previous order on the given field and click on the button below
Table of documents
| Document Class | Standard Code | Info and purpose | Set/sent from / when |
| Accompanying letter | Lettre | Generic email for backoffice | Set Org>Document to send or manually sent from File Details |
| Account creation email | NouvCpte | Preprod only - Email sent when a new account is created in backoffice | not to be used in production (pw is visible!) |
| Advantage notification email | Advant | Email sent to notify a contact-type advantage is active | Sent from Org>Contact>Advantage targeting |
| Artist waiting list | ArtWtLst | Waiting list related - Alert email informing about artists' tours (for specific German needs) | users must be registered through a widget implemented on external website (not on TS) email are sent manually from Org>Contact > Waiting list |
| Authorization confirmation | AuthConf | Double opt in verification email (also waiting list related) | Set on TS > POS > Internet paramenter > |
| B2B account creation confirmation | ActCpte | Email confirming of refusing B2B account creation | Set on TS > POS > Internet paramenter >
|
| Bank transfer order recap | VirCmde | Limited to France / specific SEPA payment implementation - Email confirming a refund will be processed with a bank transfer |
|
| Bank withdrawal order recap | PrélCmde | not used - Limited to France / specific SEPA payment implementation - Email confirming an order (direct debit) will be paid via bank account |
|
| Basic email | RESTEM1 | not used / SAM related doc | not to be used |
| Cancellation confirmation email | CanConf | Email sent by front-office for all cancellations (sales, reservations, options) | Sent by ticketshops |
| Code list within email | Code | Email with a list of single usage codes sent to structure relays | Sent from Sales > Generate and distribute codes |
| Confirmation email | ReqConf | Option related - Email confirming or refusing the request | Automatically sent according to option management |
| Confirmation product waiting list | CfmPrdWt | Waiting list related - Email confirming subscription to alert emails for given product | When users subscribe to the waiting list online |
| Confirmation waiting list | CfmWtLst | Waiting list related - Email confirming subscription to alert emails for given event/artist | When users subscribe to the waiting list online |
| Contact document | [NONE] | not used anymore | |
| Credit note bank transfer recap | VirAv | Limited to France / specific SEPA payment implementation - Email confirming the credit note has been refunded with bank transfer |
|
| Credit note bank withdrawal recap | PrélAv | Limited to France / specific SEPA payment implementation - Email confirming a direct debit form bank transfer is performed to put money on credit note |
|
| Credit note receipt | JusAvoir | PDF providing balance info related to the credit note | Manually triggered from Sales > Credit balance |
| E-commerce email | RESTEM3 | not used / SAM related doc | not to be used |
| Exchange tickets | ResaleOK | Email sent to seller, when ticket is sold on resale platform | |
| Expired soon options | AlExpOp | Options related - Email reminder about options' deadlines | Triggered by Org > Follow up options/reservation screen |
| File pro forma | [NONE] | Similar to an invoice - geo related. See Order invoice | |
| File recap | RecapDos | Generic summary of file contents, generated (& possibly sent) for any order | Set Org>Document to send or manually sent from File Details |
| Follow shipment | FolwShip | not used | no longer used |
| Goods voucher | CmdBout | Merchandising related - Summary including orders by goods/suppliers | Generated from Org>Goods>Purchase orders |
| Instalment payment failure email | PFInst | Email sent to notify payment failure in multiple installments by Credit Card | Sent according to installments management |
| Instalment payment success email | PSInst | Email sent to notify payment success in multiple installments by Credit Card | Sent according to installments management |
| Instalment reminder email | RemInst | Email sent to remind installments | Sent according to installments management |
| Marketing SMS | [NONE] | Related to SAM SMS campaigns sent via Orange operator | How to activate SAM SMS campaigns#Demo |
| Newsletter email | RESTEM2 | Repository document generated after SAM email campaign | not to be used |
| Option order confirmation | ConfOp | Option related - Email overview about the request (refused or accepted) | Sent according to option management |
| Option request ack/acknowledgment | AccRecOp | Option related - Email confirming the request has been submitted | Sent according to option management |
| Option request cancellation ack/acknowledgment | SupprOp | Option related - Email confirming the cancellation of the request | Sent according to option management |
| Option request modification ack/acknowledgment | ModifOp | Option related - Email confirming the modification of the request has been submitted | Sent according to option management |
| Options/bookings reminder | OptRem | Option related - Email alert regarding deadlines of the reservation (coming from a request) | Sent according to option management |
| Option setting and refusal recap | RecapOp | Option related - Summary and details about seats reserved | Sent according to option management |
| Order ack/acknowledgment | AccRéc | Email sent acknowledging an order is still in progress / to be paid, and confirmation will be sent later | Sent by ticketshops when PSP takes a long time to confirm the payment (also sent by back office when using MOTO payment) |
| Order ack/acknowledgment with confirmation | AcRecCf | Email sent by the ticketshop in case of reservation of free products only, plus other information related to shipment mode. | When users reserve free products online |
| Order confirmation | ConfCmd | Email automatically sent after a sale with digital tickets | Sent by ticketshops in case of sale or sent by box/back office when digital shipment is selected |
| Order invoice | FactCmde | Invoice, generated (& possibly sent) at sale time, for all front-office and back-office sales orders. Can be used as "courtesy paper" invoice for countries needing electronic invoices | Set Org>Document to send or manually sent from File Details |
Order recap (static state) | RecapCmd | Order summary not used by default, but HAS TO BE PRESENT for orders to be created | Set Org>Document to send or manually sent from File Details |
ReçuCmd | Order summary in TXT format to print summary on EPSON printers | Set Org>Document to send or manually sent from File Details | |
| Order refusal | RefusCmd | Email sent by the ticketshop in case or order refused due to payment problem | |
| Partner | [NONE] | Related to CH only | |
| Password change | ChangMdP | Preprod only - Email sent when changing the user pw from backoffice | not to be used in production (pw is visible!) |
| Pending account invoice | FactAtt | Invoice regarding pending account status | |
| Pending account invoice (final state) | [NONE] | Invoice regarding pending account final status | |
| Pre-request reminder | ReqRem | Option related - Email reminder about pre-request | Sent according to option management |
| Product waiting list | PrdWtLst | Email sent to notify new availability for given product | Users must have subscribed for waiting list |
| Refund payment | RfPayAck | Email sent to confirm refund on credit card or credit note account | Mostly triggered by MOTO refund; also, tickets bought on TS and refunded from box office (to be added in Document to send); also, mass refund after event cancellation (batch) |
| Refund payment notification email | RfdNotif | Related to mass refund - Email sent to confirm the refund is in progress | Automatic email notification of refund payments |
| Registered mail | [NONE] | no longer used | |
| Request contact connection consent | CtcCnsnt | F&F related - Email sent to children contacts to confirm the connection | Request explicit consent to use the Friends & Family feature |
| Request summary | ReqSum | File recap related to options | Sent according to option management |
| Reservations reminder | [NONE] | Email reminder about reservations' deadlines | Triggered by Org > Follow up options/reservation screen |
| Reset operator password | ResOPass | Reset pw email for back office operators | Sent from backoffice both for new operators or to manually send a reset pw (if forgotten) |
| Reset password | PassRes | GDPR compliant password reset email with token | When users click on "forgot pw" on ticketshop and when operators reset the pw on behalf of them (ORG>Contact) Must be used in production |
| Resold ticket notification for cultural contact | [NONE] | Email sent to notify cultural contact about ticket resale | |
| Season ticket subscription ack/acknowledgment | SouscAbo | not longer used / related to France - Email to request a season ticket | (order to be created manually) |
| Summary with ISR | BVR | CH only | |
| Tax Refund Summary | TaxRef | US/LATAM only | Recap including information useful to ask refund for donation or membership | To be added at Document to send level or form File details |
| Ticket ack/acknowledgment | RécBill | Distribution related - Email sent to confirmed tickets have been distributed | When users distribute tickets on B2B ticketshops, or B2C with distribution feature activated |
| Ticket details email | TktDtl | Sport/UK related - Email sent to confirm tickets have been printed | |
| Ticket printing receipt | [NONE] | Sport/UK related - Receipt stating the correct reception of tickets by the contact (who's supposed to sign it) | |
| Ticket put on resale notification | ResaleOn | Email sent to confirm tickets have been put on resale | |
| Ticket removed from resale notification | ResalOff | Email sent to confirm tickets have been removed from resale | |
| Waiting list options | ListAtOp | Option related - Email sent to notify the request has been put on hold/waiting list | Sent according to option management |
Troubleshooting
Documents may not be sent if one of the following configurations is missing or broken. Please double-check the following points:
- SPF and or DKIM are not properly set: How to maximize the deliverability of emails?
- Institution > Initialization > Inst. Characteristics > Address tab: email is not set (mandatory for some documents like "Cancellation confirmation email")
- Institution > Initialization > Documents: documents might also be
- missing or masked
- missing a custom template:
- not correctly assigned to the proper sales channels: according to the class (example: ConfCmd, CanConf, etc.) do not link a sales channel to more than one document per class:
- (ONLINE) Organization > Initialization > Sales Channels > [TS] > POS > General > Internet parameters: set the ticketshop full domain + "/account" in the fields below:
