- Table of documents
2.Troubleshooting
This page aims to provide more context and information to the existing document classes (66 as for end of October 2023). A few of them (in red) are still under review.
Standard codes are the recurrent ones as found in CUBE/MOSA or other most used institution templates. Some may not be present.
| Document Class | Standard Code | Info and purpose | Set/sent from / when | Italian (to be) - REMOVE |
| Accompanying letter | Lettre | Generic email for backoffice | Set Org>Document to send or manually sent from File Details | Email di accompagnamento |
| Account creation email | NouvCpte | Preprod only (before GDPR) - Email sent when a new account is created in backoffice | not to be used in production (pw is visible!) | x Preprod - Conferma creazione account - pre GDPR |
| Advantage notification email | Advant | Email sent to notify a contact-type advantage is active | Sent from Org>Contact>Advantage targeting | Agevolazioni - Email di notifica vantaggio-contatto |
| Artist waiting list | ArtWtLst | Waiting list related - Alert email informing about artists' tours **under review | Lista d'attesa - Email notifica disponibilità tour/artista | |
| Authorization confirmation | AuthConf | Double opt in verification email (also waiting list related) | Set on TS > POS > Internet paramenter > | Lista d'attesa - Email conferma autorizzazione (doppia verifica) |
| B2B account creation confirmation | ActCpte | Email confirming of refusing B2B account creation | Set on TS > POS > Internet paramenter >
| B2B - Email conferma/rifiuto creazione account |
| Bank transfer order recap | VirCmde | mainly related to France/UK **under review | x UK/Francia - Riepilogo credito/bonifico bancario | |
| Bank withdrawal order recap | PrélCmde | mainly related to France/UK **under review | x UK/Francia - Riepilogo debito/prelievo bancario | |
| Basic email | RESTEM1 | not used / SAM related doc | not to be used | x SAM - Email base |
| Cancellation confirmation email | CanConf | Email sent by front-office for all cancellations (sales, reservations, options) | Sent by ticketshops | Ticketshop - Email conferma cancellazione pren./opz. |
| Code list within email | Code | Email with a list of single usage codes sent to structure relays | Sent from Sales > Generate and distribute codes | Agevolazioni - Email con lista codici monouso |
| Confirmation email | ReqConf | Option related - Email confirming or refusing the request | Automatically sent according to option management | Opzioni - Email di conferma/rifiuto richiesta |
| 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 | Lista d'attesa - Email iscrizione notifica per prodotto |
| 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 | Lista d'attesa - Email iscrizione notifica per evento/artista |
| Contact document | [NONE] | **under review | Documento per contatto | |
| Credit note bank transfer recap | VirAv | mainly related to France/UK **under review | x UK/Francia - Riepilogo bonifico rimborso nota di credito | |
| Credit note bank withdrawal recap | PrélAv | mainly related to France/UK **under review | x UK/Francia - Riepilogo debito/prelievo per nota di credito | |
| Credit note receipt | JusAvoir | Credit note summary | unclear | Riepilogo nota di credito |
| E-commerce email | RESTEM3 | not used / SAM related doc | not to be used | x SAM - Template Newsletter E-commerce |
| 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 | Opzioni - Email notifica scadenza |
| File pro forma | [NONE] | SImilar to an invoice | (no standard model) | File pro forma |
| 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 | Riepilogo File |
| Follow shipment | FolwShip | Related to old integration with DHL - Email with shipment tracking code | likely no longer working | Email tracciamento /conferma spedizione |
| Goods voucher | CmdBout | Merchandising related - Summary including orders by goods/suppliers | Generated from Org>Goods>Purchase orders | Merchandising - Riepilogo ordine fornitori |
| Instalment payment failure email | PFInst | Email sent to notify payment failure in multiple installments by Credit Card | x Non-Cert - Email notifica errore pagamento rateale | |
| Instalment payment success email | PSInst | Email sent to notify payment success in multiple installments by Credit Card | x Non-Cert - Email conferma pagamento rateale | |
| Instalment reminder email | RemInst | Email sent to remind installments | x Non-Cert - Email sollecito pagamento rateale | |
| Marketing SMS | [NONE] | Related to SAM SMS campaigns sent via Orange operator | How to activate SAM SMS campaigns#Demo | x Francia - Marketing SMS |
| Newsletter email | RESTEM2 | Repository document generated after SAM email campaign | Not to be used / Triggerd by email SAM campaigns | x SAM - Template Newsletter |
| Option order confirmation | ConfOp | Option related - Email overview about the request (refused or accepted) | Automatically sent according to option management | Opzioni - Email esito richiesta di opzione |
| Option request ack/acknowledgment | AccRecOp | Option related - Email confirming the request has been submitted | Automatically sent according to option management | Opzioni - Email conferma ricezione richiesta |
| Option request cancellation ack/acknowledgment | SupprOp | Option related - Email confirming the cancellation of the request | Automatically sent according to option management | Opzioni - Email conferma annullo della richiesta di opzione |
| Option request modification ack/acknowledgment | ModifOp | Option related - Email confirming the modification of the request has been submitted | Automatically sent according to option management | Opzioni - Email conferma modifica della richiesta di opzione |
| Options/bookings reminder | OptRem | Option related - Email alert regarding deadlines of the reservation (coming from a request) | Automatically sent according to option management | Opzioni - Email reminder scadenza opzioni |
| Option setting and refusal recap | RecapOp | Option related - Summary and details about seats reserved | Automatically sent according to option management | Opzioni - Riepilogo esito e dettagli opzione prenotata |
| Order ack/acknowledgment | AccRéc | Email sent acknowledging an order still to be paid | **under review | Pagamenti da validare - Conferma ricezione ordine |
| 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 | Ticketshop - Email conferma prenotazione gratuita |
| 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 digitial shipment is selected | Ticketshop - Email conferma ordine di acquisto |
| 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 | x Fattura cortesia - Ordine di acquisto |
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 | Riepilogo Ordine |
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 | Ticketshop - Email ordine rifiutato | |
| Partner | [NONE] | related to CH/SBB only | x Svizzera - Riepilogo partner | |
| Password change | ChangMdP | Preprod only (before GDPR) - Email sent when changing the user pw from backoffice | not to be used in production (pw is visible!) | x Preprod - Cambio password - pre GDPR |
| Pending account invoice | FactAtt | Invoice regarding pending account status | x Fattura cortesia - Sospeso di cassa | |
| Pending account invoice (final state) | [NONE] | Invoice regarding pending account final status | x Fattura cortesia - Sospeso di cassa (stato finale) | |
| Pre-request reminder | ReqRem | Option related - Email reminder about pre-request | Sent according to option management | Opzioni - Email reminder pre-richiesta |
| Product waiting list | PrdWtLst | Email sent to notify new availaility for given product | Users must have sbscribed for waiting list | Lista d'attesa - Email notifica disponibilità prodotto |
| Refund payment | RfPayAck | Email sent to confirm refund on credit card or credit note account | Triggered by MOTO/TPE refund – **under review | Rimborso auto. - Email conferma rimborso carta/nota |
| Refund payment notification email | RfdNotif | Related to mass refund - Email sent to confirm the refund is in progress | Automatic email notification of refund payments | Rimborso auto. - Email notifica presa in carico |
| Registered mail | [NONE] | mainly related to UK/France **under review | x UK/Francia - Email registrata | |
| 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 | F&F - Email richiesta consenso connessione |
| Request summary | ReqSum | File recap related to options | Opzioni - Riepilogo file | |
| Reseivations reminder | [NONE] | Email reminder about reservations' deadlines | Triggered by Org > Follow up options/reservation screen | Email promemoria scadenza prenotazioni (follow up) |
| Reset operator password | ResOPass | unclear status ** - STX-126987 - Getting issue details... STATUS | Reset password operatore | |
| 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 | Reset Password |
| Resold ticket notification for cultural contact | [NONE] | Email sent to notify cultural contact about ticket resale | Reselling - Email notifica rivendita per contatto culturale | |
| Season ticket subscription ack/acknowledgment | SouscAbo | mainly related to France **under review | sub renewal batch **under review | x Francia - Email conferma abbonamento |
| Summary with ISR | BVR | CH only | x Svizzera - Riepilogo pagamento con BVR | |
| Tax Refund Summary | TaxRef | Recap including information useful to ask refund for donation or membership US only **under review | STX-127051 - Getting issue details... STATUS | x US - Riepilogo donazione fini fiscali |
| 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 | B2B - Conferma ricezione biglietti distribuiti |
| Ticket details email | TktDtl | Emal sent to confirm tickets have been printed GEO related **under review | Email conferma stampa biglietti | |
| Ticket printing receipt | [NONE] | UK only? Reciept stating the correct reception of tickets | x UK - Ricevuta biglietti stampati | |
| Ticket put on resale notification | ResaleOn | Email sent to confirm tickets have been put on resale | Reselling - Email conferma biglietto rimesso in vendita | |
| Ticket removed from resale notification | ResalOff | Email sent to confirm tickets have been removed from resale | Reselling - Email conferma biglietto rimosso dalla vendita | |
| Waiting list options | ListAtOp | Option related - Email sent to notify the request has been put on hold/waiting list | Sent according to option management | Opzioni - Richiesta messa in lista d'attesa |
keywords: what is sent when ?
Troubleshooting
Documents may not be sent for several reasons. Please double-check the following points:
- SPF is not properly set: Setup SPF
- DKIM is not properly set: Setup DKIM (prof serv process)
- Elcadmin > Institution > General > Institution parameter tab: client's email domain is not set (separated by comas):
- Institution > Initialization > Inst. Characteristics > Address tab: email is not set (this appears to be mandatory for some documents like "Cancellation confirmation email", though not for others)
- Institution > Initialization > Documents: documents might be
- missing or masked
- missing the document class (service needed)
- missing a proper template in DB for a given language (see following point)
- missing a custom template (necessary if a template is missing):
- not linked to the proper sales channels:
- (ONLINE) Organization > Initialization > Sales Channels > POS > General > Internet parameters: set the ticketshop full domain + "/account" in the fields below:
