Remote Access

Arts Management will require remote access to the Database Server, TM Web Server and TM Web Listener workstation(s) to complete the installation of Theatre Manager's key components. There are two options for providing remote access:

1. Provide Arts Management step-by-step instructions for your remote connection preference including any username and passwords that we may encounter along the way during the connection process.
2. Use the Remote Assistance application that we have built directly into Theatre Manager's application (Team Viewer) For more information on TeamViewer and how it functions please click here.

A Team Viewer Remote Assistance installer can be downloaded from the Arts Management website and can be used to provide a remote Session ID and Password. If required, install on the Database Server, TM Web Server and the TM Web Listener workstation(s).

1. Download the TeamViewer installer to the desktop using the links below:

   THE INSTALLATION FILE FOR PC:
   http://www2.artsman.com/Software/AMSQuickSupportPC.zip

   THE INSTALLATION FILE FOR MAC:
   http://www2.artsman.com/Software/AMSQuickSupportMac.zip

2. Extract the TeamViewer installer to the desktop.
3. Open the AMSQuickSupport folder on the desktop.
4. Double click on the AMSQuickSupport icon to start the application.
5. A new window will appear displaying an ID and Password.

   It may take a few moments for the ID to populate. If the ID does not populate it may be the network security settings do not allow for communication on port 80 or 5938.

6. Provide the Session ID and Password shown on the window to the Arts Management Support Team. This will enable them to gain access to that computer.

___________________________________________________________

For a downloadable checklist of the following information

Click Here

Check the Setup of Each Computer Before Providing Arts Management Access

• Database Server, TM Web Server, and Web Listener(s) - Verify Apple/Windows Operating System Auto Updates has been turned OFF
• Database Server, TM Web Server, and Web Listener(s) - If the Apple/Windows Firewall has been turned on, allow the necessary TCP/IP Port access through for the required Theatre Manager ports
• Database Server, TM Web Server, and Web Listener(s) - hard drive spin down has been disabled
• Web Listener(s) - Wireless access has been disabled

Logging into the Computers Before Providing Arts Management Access

• Log into the Database Server as the "local" Administrator account. Do not log into the Database Server using the Domain Administrator account as the PostgreSQL database engine requires that the user id being logged in is the Local Administrator account during the installation process.
• Log into the Database Server in 'console' mode. If possible, go directly to the server's main monitor and keyboard and log in. Creating a 'Remote Session' and then providing us remote access to the 'Remote Session' in many cases causes issues during the installation process.
• If it is required to create a RDC session to the Database Server, TM Web Server, and/or Web Listener Workstation(s), do not 'Close' or 'Minimize' the RDC session at any time for it will disable TeamViewer's remote access. You may 'Shrink' the window down and move it out of the way if you desire to use your own terminal for another task and move the RDC connection out of the way.
• Log into the TM Web Server and Web Listener(s) workstations using the Administrator account. You may log into these computers using the Domain Administrator account and you may use a RDC session if required.

Information to Provide Arts Management

• The Administrator password to access each of the Database Server, TM Web Server, and Web Listener Workstation(s)
• If your using TeamViewer, the Session ID and Password for each of the Database Server, TM Web Server, and Web Listener Workstation(s)

Installation of the Software

• Downloading of all Theatre Manager software applications
• PostgreSQL Database Server
  • Installation and configuration of PostgreSQL Database Server
  • Creation and setup of the Theatre Manager's Demo database
  • Setup of Daily Backup Script for Theatre Manager's database
  • Installation and configuration of Theatre Manager's application
  • Testing connectivity testing between Web Listener workstation(s) and to the TM Web Server
  • Testing TCP/IP Port 5432 is not being blocked by firewalls
• TM Web Server
  • Installation and configuration of TM Web Server
  • Installation of the default set of online web sales pages
  • Testing connectivity to each Web Listener workstation(s) and out to the Internet
  • Testing required ports are not being blocked by firewalls
  • Starting the process for setup up of the web site ticketing sub-domain http://tickets.xxxxxx.xxx
  • Starting the process for setup of the web site ticketing TLS confirmation email address
• Web Listener Workstation
  • Installation and configuration of Theatre Manager's application
  • Testing connectivity testing between Database Server, TM Web Server, and Internet access
  • Testing TCP/IP Port 5000 is not being blocked by firewalls
• Network
  • Test the TCP/IP Ports 80, 443 are Port Forwarded to the TM Web Server
  • Test the TCP/IP Port 6181 is open to outbound

How Long will the Process Take?

• Speed of your remote access
• Hardware architecture
• Receiving the required remote access and administrator passwords
• The current state of the network and TCP/IP port settings

For a downloadable checklist of all of Day 1

Click Here

Please have Ready for Trainer's Arrival

• The "Local" Administrator password for the database server. This may be a different password then the "Domain" Administrator account. This account is required for the database server only.
• If you have a Network Domain setup, the "Domain" Administrator user ID and password for the server and workstation(s)
• If you are not using a Network Domain setup, the "Local" Administrator user ID and password for workstation(s)
• If you are using a Wireless Network that will be used by the Onsite Trainer, the Wireless Network password
• Chart of Accounts (a list of the General Ledger accounts) used to maintain money received from patrons, revenues for events, gift certificates, donations, memberships, tax accounts, etc. ready and available for training
• Fiscal Year Starting Month
• Venue Maps of the venue(s) (for reserved seat sales) indicating the various sections, rows, and seats numbering patterns. Please ensure that this map is accurate to the actual physical seats in the venue. If you are unsure, please walk to the venue(s) prior to the trainer’s arrival.
• Brochures (these inform us of pricing options for single and season tickets)
• Organizational Chart
• Evening contact phone numbers (for data verification questions)
• Credit Card Merchant Account Setup Information
• Examples of Gift Certificates that you provide patrons
• Samples of existing ticket(s) that you are currently providing to the patrons. This will assist in designing the new ticket layout, which Theatre Manager will be printing.
• Samples of existing reports that you are currently use for event balancing and revenue accounting. These reports will be useful in determining which of the many reports in Theatre Manager are comparable to those you already work with.
• A pricing chart of the venue(s) indicating the various price levels based on where the patron sits, “scaled” or “tiered” houses. (if applicable)
• A pricing chart for the various ticket prices, including season packages the patron may purchase.
• A list of the various sales promotions used for discounting when selling tickets.
• A list of the upcoming events (dates and times) and the prices charged to the patrons for each event.
• Sample donation thank-you letter, donation solicitation request, pledge payment reminders that you would provide to a donor
• Sample marketing letters that you would provide to a patron

Onsite Trainer Arrives

• Location and setup of the box office
• Location and walk through of the venue seating location(s)
• Locations for other administration staff's offices

• Location of the training location
• Location of a coffee/lunch room area
• Location of the water closet

Meet & Greet

• All staff members should attend this important meeting (usually 30-90 minutes)
• Have staff bring their goals and hopes for the new software
• Arts Management goal is to get you functioning by the end of training
• You may not be using all 100% of Theatre Manager by the end of training
• Bring forward any changes in the training agenda based on your specific goals

Getting to Know Your Business

• Seating chart layouts
• Events that you have upcoming
• Pricing Information – Price categories, promotions, discounts, zone pricing within the venue
• Deferred/Earned Revenue
• Breakdown of ticket revenue within the General Ledger
• Additional Fees or surcharges that you charge to patrons
• Gift Certificates, Memberships, and Passes
• Donation Campaigns
• Donation Giving Levels

Pricing Strategy

• Review the existing pricing strategy for base prices for single, group, season, etc. prices
• Review the existing pricing strategy for discounted tickets (2 for 1, 10% discounts, seniors)
• Create a crossover spreadsheet on how the existing pricing strategy will be implemented within Theatre Manager's price codes and sales promotions

Data Exporting

• Where do we stand on the progress of the data exporting?
• Patron Data
• Mail Lists
• Patron Relationship Data
• Media/Press Information
• Ticketing Data
• Donation Data
• Memberships
• Outstanding Gift Certificates
• Volunteer Information and History of Activities
• Any other databases on employee’s computers
• Exporting final data conversion from existing databases

Data Preparation for Importing

• Clarification & preparation of patron data that is required to be imported

For a downloadable checklist of all of Day 1

Click Here

Installation of the Software

• Complete hardware inventory (recording IPs, passwords, specifications, etc.)
• Installation and configuration of Theatre Manager on each of the workstations
• Connectivity testing from workstations to server
• Check on status - setup up of sub-domain http://tickets.xxxxxx.yyy
• Check on status - router port forwarding 80, 443, 20, 21, 6181 etc.
• Check on status - getting TSL confirmation email address
• Start – SMTP Mail Server, authentication required?, user id, password
• Start - Testing of SMTP Mail Settings to verify that emails can be sent from Theatre Manager
• Ensure copies of non-Theatre Manager applications are available (PowerPoint, Excel)

Install Converted Database

• Installation and setup of the converted database
• Review any imported data for verification of accuracy

Venue Maps

• Theory around Price Codes and Sales Promotions
• Start creating a Venue Map
• Creation of seat layout
• Creation of seat names (section, row and seat descriptions)
• Assigning Best Available Seating (to allow Theatre Manager to know exactly the order in which the box office wishes to sell each seat within a venue)
• Defining Best Seating Area for patrons to choose from when purchasing tickets via the web

For a downloadable checklist of all of Day 1

Click Here

Venue Maps (Box Office)

• Cleanup of graphic picture and seat locations within the map

Data Preparation for Importing (Box Office)

• Export out all final data from the existing computer system that is required to be imported into Theatre Manager

Reports (Box Office & Development)

• If not already provided to the Trainer, Box Office & Development to print out sample copies of common reports from the Prior System they run on a regular basis (end of day, end of end, month end, end of show, etc.)
• Also provide the criteria or conditions used to generate the report

Data Importing (Arts Management)

• Finalize cleanup of Patron information
• Import Patrons

For a downloadable checklist of all of Day 2

Click Here

Install Updated Database

• Install updated/data imported database
• Review any imported data for verification of accuracy

Getting to Know Your Business

• Complete any ‘getting to know your business’ discussions from the prior session

Venue Maps

• Complete venue map(s) creation to a point where they can be used for event creation
• Cleanup of seat square layout (make the map look pretty)

Creating General Ledger

• Theatre Manager’s required accounts
• Deferred/Earned accounts

Data Preparation for Importing

• Clarification & preparation of Events, Performances, Tickets, Mail Lists, and Volunteer information
• Some cleanup of data may be required in an Microsoft Excel spreadsheet containing Event & Performance information. This information will be required to be completed prior to importing any tickets.

For a downloadable checklist of all of Day 2

Click Here

Creating Sales Promotions

• Creation of sales promotions

Creating Events

• Start creating Ticketing Events (when the map has been completed)

Setup of System Tables

• System Preferences
• Company Preferences
• Tax Tables
• Payment Methods

Data Preparation for Importing

• Complete the cleanup of data may be required in an Excel spreadsheet containing Event & Performance information. This information will be required to be completed prior to importing any tickets.

For a downloadable checklist of all of Day 2

Click Here

Venue Maps (Box Office)

• Cleanup of graphic picture and seat locations within the map

Data Preparation for Importing (Box Office)

• If the spreadsheet has not been completed, complete the cleanup of data may be required in an Excel spreadsheet containing Event & Performance information. This information will be required to be completed prior to importing any tickets.

Reports (Box Office & Development)

• If not already provided to the Trainer, Box Office & Development to print out sample copies of common reports from the Prior System they run on a regular basis (end of day, end of end, month end, end of show, etc.)
• Also provide the criteria or conditions used to generate the report

Data Importing (Arts Management)

• Finalize cleanup of Events, Performances, and Mail Lists
• Import Events and Performances

For a downloadable checklist of all of Day 3

Click Here

Install Updated Database

• Install updated/data imported database
• Review any imported data for verification of accuracy

Review of Prior Training Topics

• Review of Venue Map setup and default price codes
• Review of Ticket Event Setup process for the event(s) that have been setup
• Review of Pricing Strategy to verify that the "what about this situation of pricing" as been covered. This review is import to reflect back on all possible pricing conditions to make sure that they have been entered into Theatre Manager.

Continue Venue Setup

• Continue creating and additional Venue Maps

Finalize Ticket Event Setup

• Continue creating Ticketing Events
• Continue creating sales promotions, enabling/disabling event sales promotions as required

Continue Setup of System Tables

• Continued setup of General Ledger Accounts
• Final setup of code table values for Default Posting Accounts, Payment Methods, Tax Tables, Fee Tables, Merchant Accounts
• Continued setup of code table values for Reason Why Patron Bought, Salutations, Suffixes, Patron Types, Locations, etc.

Preparation for Training on Ticket Sales

• Setup of a donation campaign(s) that would be used by the box office if they received a donation during a ticket sale.
• If applicable, setup of a donation campaign(s) that would be used by the box office if a ticket was returned and converted into a donation rather then refunding the money back to the patron
• Setup of Donation code table for Why Patron Gave (as it relates to the donation)
• Setup of the Gift Certificate.
• If applicable, setup of a Ticket Voucher that would be used by the box office if a ticket was returned and converted into a voucher rather than refunding the money back to the patron

Data Preparation for Importing

• Clarification & preparation of Tickets, Volunteer Data, and any other final data

For a downloadable checklist of all of Day 3

Click Here

Employee Setup

• Setup of Employees and Donation Solicitors
• This section is to "create" employees only within Theatre Manager's database
• The setting of the security levels for what each employee can do and has access to within Theatre Manager's database, is held in a separate training session.

Finalize Installation of the Software/Hardware

• Installation of Theatre Manager's application on all remaining workstations
• Setup and testing of ticket printers
• Setup and testing of credit card swipes (if applicable)
• Setup and testing of bar code scanners (if applicable)
• Testing for sub-domain http://tickets.xxxxxx.yyy
• Final setup of TM Server with TLS certificate (if purchased through AMS)
• Testing of Web Sales using the standard default pages
• The Trainer will provide some customization to the standard set of web pages based on the venue's existing web site (background/foreground color selections, font and link styles, page header images, etc.)

Meeting with Executive Director - Review of Onsite Training

• Status update of where we are in the training process
• Outstanding tasks that need to be completed
• Missed topics that were part of the base curriculum and reasons why they were missed
• Possible options (cancel future topics, shortened time allocation to future topics, postpone a future topic for another onsite training session in the future) to catch up on any missed topics

For a downloadable checklist of all of Day 3

Click Here

Reports (Box Office & Development)

• If not already provided to the Trainer, Box Office & Development to print out sample copies of common reports from the Prior System they run on a regular basis (end of day, end of end, month end, end of show, etc.)
• Also provide the criteria or conditions used to generate the report

Data Importing (Arts Management)

• Finalize Donation Campaigns, Giving Levels, Donations
• Import Mail Lists, Donation Campaigns, Giving Levels, Donations

For a downloadable checklist of all of Day 4

Click Here

Install Updated Database

• Install updated/data imported database
• Review any imported data for verification of accuracy

Create Training Database

• Create a training database to not effect live data

Theatre Manager Introduction

• Logging into the database
• Toolbar Functionality and Menu Introduction

Patron Management

• Finding Existing Patrons
• Tricks for searching different ways for patrons
• Different Patron Icons
• Changing displayed columns, re-ordering the displayed columns
• Editing Existing Patrons
• Creating New Patrons (multiple address and contact numbers)
• Patron Marketing Tabs (Marketing, Profile, Patron, Contacts, Address, Donor, Media)
• Patron Contact Flags
• Concept of Households versus Patrons (How they are used with each other)
• Merging Duplicate Patrons
• Merging Patrons into a Common Households, Setting Primary Patrons
• Splitting Patrons from a Common Households back into Separate Accounts

Ticket Sales

• Single Ticket Sales
• Ticket Exchanges
• Ticket Quick Change of Price Code and /or Sales Promotion
• Ticket Refunds (cash refund, for a donation, for a voucher, for fixing a mistake)
• Ticket Fees (Ticket Handling, Mailing Fee, Exchange Fee)
• Ticket Fee Setup – Verify they are set correctly and automatically applied
• Ticket Holds versus Ticket Timed Holds for Specific Patrons
• Inserting a donation and/or Gift Certificate in conjunction with a ticket sale
• Group Tickets
• Season Ticket Sales (First year only)

For a downloadable checklist of all of Day 4

Click Here

Ticket Sales (Continued)

• Continue on the topics from the prior Ticket Sales session

Donation Receiving with a Ticket Sale

• Receiving a donation at the time of a ticket sale
• Turning a returned ticket sale into a Donation, rather than refunding the money

Gift Certificates Selling/Redemption

• Selling Gift Certificates
• Redeeming Gift Certificates
• Turning a returned ticket sale into a Gift Voucher/Certificate, rather than refunding the money

Understanding Accounts Receivable

• When to use payment method ‘On Account’
• Order Reservations (option of Order Reservation and its implications)
• Refunding ‘On Account’
• Buying ‘On Account’

Managing A Sale After the Fact

• Best Ways to Fix Mistakes that are Identified by the End-Of-Day Process
• Adding Payment to An Existing Order
• Correcting Ticket Fees within an Order
• When to create a New Order versus Editing an Existing Order
• Printing Invoices from the Patron window

End of Day Processing

• Till Balancing for each employee (Box Office)

Box Office & Development Reports from Prior System

• If not already done, provide the Trainer sample copies of reports and criteria used in the Prior System to generate the reports

For a downloadable checklist of all of Day 4

Click Here

Data Importing (Arts Management)

• Finalize cleanup of Tickets information
• Finalize cleanup of Volunteer information
• Any changes to previously imported data

For a downloadable checklist of all of Break Day

Click Here

NO ONSITE TRAINING

• Approximately occurs between Day 4 and Day 5 and could be the Saturday and Sunday
• Although the trainer is not onsite, the trainer is actively completing any outstanding setup items needed for your installation along with coordinating the continuation of the data importing process.
• If there is data importing happening over the break, there will be no live database as the database will be taken offline to complete the data import process. If the database is required to be used during the Break Time to complete outstanding items, please coordinate times with the Data Import Team.
• Please remember that we may be calling the assigned staff member in case the Data Import Team has questions about the data and requires clarification of the data during the Break Time.

Box Office

• Go home to relax as there will be more new information during Day 5 to Day 8, but do not forget the information that was covered during Day 1 to Day 4.
• The box office staff can use this time to catch up on any past work that they are required to do.

Data Importing (Arts Management)

• Import Historical Tickets
• Import Volunteer information and any any other data that has been received
• Complete End-Of-Day Processing for Imported Data

For a downloadable checklist of all of Day 5

Click Here

Install Updated Database

• Install updated/data imported database
• Review any imported data for verification of accuracy

Review of Prior Topics

• Patron Management
• Ticket Sales

Gift Certificates, Memberships, and Passes

• Membership Setup
• Internal vs. External names
• Edits and Controls
• Statistics
• Selling Gift Certificates, Memberships, and Passes
• Redeeming Gift Certificates, Memberships, and Passes

For a downloadable checklist of all of Day 5

Click Here

Donation Campaigns

• Internal vs. External names
• Edits and Controls of each Campaign
• Statistics

Donation Giving Levels

• Giving Level Matrix Setup

Donation Management

• Introduction to the Donor Marketing Tab
• Entering new donations from the patron window
• Program year versus Fiscal year versus Calendar year
• Matching Gifts & Automatic setup of Matching Gift receivables
• Automatic maintaining of Financial Year for past, current, and future years
• Maintaining Solicitors, and if they received a commission for getting the donation
• Allowing Program Giving Levels to be calculated on donations, soft credits, and/or matching gifts or a combination of them all.
• Customize the donation specific Marketing Fields
• Defaults and customization of Program Names
• Maintaining the next contact date for this patron so the patron can become an annual donor
• Easy maintenance of who your Matching Gift Companies are
• At a glance overview of donor giving history for the past 8 years, averages, maximums, and minimums

Word Processing

• Introduction to the new word processing module
• Designating the file used for the letter data
• Creating a form letter

Form Letter Merging

• Assign a Donation Thank You letter to a Specific Donation
• Print out the Donation Thank You Letter

Advanced Donation Management

• Printing Donation Receipts (Canadian Clients)
• Developing Pledge Payment Schedules
• Assigning Pledge Payment Reminder Letters
• Sending of Payment Reminders
• To-Do’s and Contact Notes
• Allowing multiple Soft Credits per donation
• Easy setting of Relationships between donors
• History tracking of each pledge letter, donation thank you, contact note, and donation tax receipt sent to this patron
• Various security options available that can be defined for each employee to define what they can and cannot do
• Review of the numerous donation detail, summary, giving trends, giving level, reports geared towards telemarketers, board members, development staff, and management.

Finalize Donation Setup

• Final setup of General Ledger if current, future, or past accounts need to be defined
• Final setup of System Tables

For a downloadable checklist of all of Day 5

Click Here

Box Office

• Box office to complete final changes to venue maps (if no data import tonight)
• Box office to review the standard ticket face to see if any changes are required
• Confirm that all imported patron, mail list, event, performance and ticketing data is complete and accurate

Development

• Development to make any necessary changes to the imported donation campaigns
• Confirm that all imported patron, mail list, relationship, donation data is complete and accurate

Data Importing (Arts Management)

• Any changes to previously imported data

For a downloadable checklist of all of Day 6

Click Here

Install Updated Database

• Install updated/data imported database
• Review any imported data for verification of accuracy

Review of Prior Topics

• Patron Management
• Ticket Sales
• Donation Management

End of Day Processing

• Till Balancing for each employee (Box Office and Development)
• Creating a Deposit, Sales Posting, and Posting to the General Ledger
• Printing the End-Of-Day Reports

Online Credit Card Payment Server

• Review of Online Credit Card Payment Server Reports
• Settlement of Online Credit Card Payment Server via Theatre Manager
• Forced Deposit Issues (stop, drop, and roll!)
• Management of Online Credit Card Payment Server (Box Office needs easy access)
• Review of Online Credit Card Payment Server manual settlements procedure
• Review of the 4 Major Players Involved with Processing Credit Cards
  • Theatre Manager – entry and collection of data that talks to the Online Credit Card Payment Server
  • Online Credit Card Payment Server – Middleman who receives data from Theatre Manger and communicates with your Service Provider; then communicates back to Theatre Manager.
  • Service Provider – the entity that authorizes the credit card. Do you have their contact information easily available?
  • Your Bank – the location where the Service Provider deposits the money after a successful settlement of the Online Credit Card Payment Server.

Transferring End-Of-Day Activity into Accounting Package

• Theatre Manager is based on Accrual Accounting Principles and as such, all reports for End-Of-Day summary of activity are presented in that fashion.
• Review of Theatre Manager's End-Of-Day Reports to make sure that the selected report to have the Box Office run at the end of each day will provide the information in the best possible layout for the accountant.
• Review of Theatre Manager's Account Receivables Reports

Managing A Sale After the Fact

• Fixing Incorrect Pre-Deposited Payments and Post-Deposited Payments
• Printing an Invoice from the Patron Window
• Printing Invoices from the Batch Functions menu
• Printing an Invoice and Emailing the Invoice to the Patron for the Patron Window

For a downloadable checklist of all of Day 6

Click Here

Mail Lists

• Difference between Who (mail list) and What (report)
• Database mining to build Mail Lists
• Adding Specific Patrons to a Mail List
• Removing Specific Patrons from a Mail List
• Using the powerful “Having” button
• Combining various Mail Lists into a single Mail Lists

Label Printing and Exporting Data via Mail Lists

• Printing Address Labels and Envelopes
• Exporting Patron Names & Addresses for External Use
• Printing a Form Letter to be sent to Patrons on a Mail List

Word Processing

• Review of the word processing module
• Designating the file used for the letter data
• Creating a form letter

Form Letter Merging

• Merging a Form Letter with a Mail List
• Email Blasts - This will cover only high level overview. More detailed information can be provided if there is time available on Day 8 or during a separate training session (i.e. Follow Up Training)

Introduction to Reports

• Box Office and Donation Reports
• Indepth review of Part of the Criteria Window
• Using Filters to quickly find data base fields
• Saving reports as PDF's for saving on the Server
• Creating Custom Categories
• Saving and using previously saved criteria
• Using the “Test” button
• Running similar reports with the same criteria
• Altering the criteria on the existing data
• Exporting data directly into MS Excel documents
• Producing reports in Theatre Manager that mimic the reports from your prior system (based on the reports that have been supplied to the Trainer)
• Creating criteria for reports that mimic the report criteria from your prior system (based on the reports that have been supplied to the Trainer)

Meeting with Executive Director - Review of Onsite Training

• Status update of where we are in the training process
• Outstanding tasks that need to be completed
• Missed topics that were part of the base curriculum and reasons why they were missed
• Possible options (cancel future topics, shortened time allocation to future topics, postpone a future topic for another onsite training session in the future) to catch up on any missed topics

For a downloadable checklist of all of Day 6

Click Here

Preparation for Going Live

• Box Office to start entering any sales into Theatre Manager that were received since the Data Import Cutoff Data and have already been reported to the Accounting Department.

For a downloadable checklist of all of Day 7

Click Here

Meeting with Web Designer

• Quick introduction with the Web Designer
• Explain the role that they may most likely will be playing within editing of the standard web pages

Online Web Sales

• Review of architecture involved (Apache, Web Listener, Online Credit Card Payment Server)
• Starting/Stopping the Web Sales Listener
• Review the role that the Web Sales Listener plays in tracking all the interaction happening for online web sales
• Starting URL https://tickets.xxxxxx.yyy
• Logging into the online web sales module to review the options:
  • Anonymous browsing
  • Creating a new patron account
  • Purchasing Tickets
  • Purchasing Gift Certificates
  • Making a Donation
  • Review of the Shopping Cart
  • Adding oneself to a mail list
  • Updating personal contact information (name, email, address, phone number)
  • Updating personal contact methods (do not mail, do not email)
  • Completing a web order

    In order to get the full experience of what happens online, participants will need to enter in a valid Credit Card to complete their online purchase. Immediately after the training session, any and all credit card authorization(s) created during the training session will be voided and any item(s) purchased will be cancelled. Participants should be prepared to have at least one credit card available to complete at least one online web sale order that the group is able to review.

• Emails that are received by the patron during the online shopping experiences - which they can be (and should be) all customized to your venues specific requirements. Think of these emails as a form of advertising.

Web Sales Page Customizations

• Review the location for where the Apache/htdocs is located
• Review the base set of code and html page naming conventions
• Reminder of the importance of 'Clearing Cache' to enable web page changes to take effect
• Provide link to Theatre Manager's online help created specifically for the web developer
• For remote access to the Apache Server by the Web Designer, the IT Department must provide the required access
• For remote access to the Web Listener by the Web Designer, the IT Department must provide the required access

For a downloadable checklist of all of Day 7

Click Here

Web Sales Management

• Starting/Stopping the Web Sales Listener
• Checking for Web Sales Activity
  • Shopping Cart Window Review
    • Review of completed shopping carts
    • Review of in progress shopping carts
    • Review of timeout/cancelled shopping carts
  • Patron window Shopping Cart list
  • Running a report of web sales activity [Order Detail-by Patron (Ticket, Pass, Gift Certificate, Donation, Fee and Payment)]
• Current Internet Holds Window
• Pending Unsent Emails Window
• Web Listener Log Window
• Completing a payment transaction for a patron who doesn't want to enter their credit card number over the internet
• Discussion of what to do with the tickets sold via the Internet
• Discussion of what to do with the Gift Certificates sold via the Internet
• Discussion of what to do with the Donations sold via the Internet
• Set up Work Flow Notifications for Gift Certificates and Donations
• Batch ticket printing for online web sales that are required to be mailed to the patron

Updating Theatre Manager for Online Content

• Setting Events available for sale online (immediately, date/time specific)
• Setting Gift Certificates available for sale online
• Setting Donation Campaigns available for sale online
• Setting Sales promotions available for online ticket purchases
• Taking an event/performance offsale immediately
• Defining the maximum number of tickets in a shopping cart, maximum number of tickets for an event, maximum number of tickets for a performance
• Setting of performance notes to show online via the Tickets page
• Setting of event notes and images to show online for event information for the iPhone/iPad application

Web Sales Settings and Procedures

• Review web options available (ask for donation, terms & conditions, showing price code/sales promotion)
• Review the SMTP Mail Server settings in Company Preferences and in Employee Preferences
• How to log in as the web listener user
• Automatically having the web listener log into Theatre Manager upon startup of the computer
• Daily check to make sure web is running and process to follow if it isn't

For a downloadable checklist of all of Day 7

Click Here

Box Office

• Continue entering past ticket sales to get all sales up to and including current date

Development

• Continue entering past donations received to get all donations up to and including current date

All Staff

• Continue to explore online web sales

For a downloadable checklist of all of Day 8

Click Here

Employee Management

• Defining and setting Employee Security Levels
• Defining and setting Employee Access Restrictions
• Defining and setting Employee Function Restrictions
• Subscribe to Arts Management's RSS Feed via Employee Preferences

Ticket Faces

• Finalize Customization of Event Ticket Faces
• Finalize Customization of Credit Card Receipts
• Finalize Customization of Gift Certificate Tickets

Batch Ticket Printing

• Printing Tickets for mailing
• Printing Tickets the night of the event
• Printing Tickets for web sales

Support for Theatre Manager

• Use Theatre Manager's online help site to first search for your answer
• Subscribe to Arts Management's RSS Feed
• Contacting Arts Management for Technical Support
• Discussion about the difference of Support versus Training
• Process for checking for new updates to Theatre Manager
• Process for installing Theatre Manager on a New Workstation
• Updating Theatre Manager on Existing Workstations (Push Out versus Walk Around)

Bringing New Staff Members Onboard

• Existing users should be crossing training new users
• Departing employees should be cross training new employees
• Use Theatre Manager's screen casts from our online help site to train on each section
• Use Theatre Manager's online help site to first search for your answer
• Subscribe to Arts Management's RSS Feed
• Create a Training Database and let the new staff member learn without effecting "live" data
• Optional onsite followup training
• Optional telephone training

For a downloadable checklist of all of Day 8

Click Here

Review of Outstanding Tasks

• Review of what has been completed to date
• Review of the next steps within the process before able to go live with Theatre Manager
• Assigning of responsibility for each of the tasks to get completed
• Determine estimated time for completion for outstanding tasks

Meeting with Executive Director - Review of Onsite Training

• On how training went
• Outstanding tasks that need to be completed
• Missed topics that were part of the base curriculum and reasons why they were missed
• Possible options (future onsite training session, telephone training sessions) to catch up on any missed topics

Open Floor Questions/Review of Prior Topics

• Venue Maps
• Event Management
• Patron Management
• Ticket Sales
• Gift Certificates, Memberships, and Passes
• Donation Management
• End-Of-Day Procedures
• Online Credit Card Payment Server
• Word Processing
• Form Letter Merging
• Mail Lists
• Printing Mail Labels
• Reports
• Exporting Patron Names & Addresses for External Use
• Web Sales Management
• Employee Management
• Available time for revisting a missed session
• Available time for a new session that is not part of the Core Training Curriculum

Onsite Trainer Departs

• All the best to all who participated during this training process! The optimum training process and experience is directly related to the effort that each one of the participants put into it on a daily basis.

For a downloadable checklist of all of Day 8

Click Here

Box Office

• Staff to continue entering missed sales since start of data conversion ‘cut off’ and entering in all new ticket sales

Development

• Staff to continue entering missed donations since start of data conversion ‘cut off’ and entering in all new donations received

Web Developer

• Complete any requested customized web sales page changes required

All Staff

• Continue to work on all outstanding tasks that were not completed during training.

Preparation for our onsite arrival will ensure a more successful implementation of Theatre Manager's Follow-Up training.

Please have Ready for Trainer's Arrival

• The "Local" Administrator password for the database server. This may be a different password then the "Domain" Administrator account. This account is required for the database server only.
• If you have a Network Domain setup, the "Domain" Administrator user ID and password for the server and workstation(s)
• If you are not using a Network Domain setup, the "Local" Administrator user ID and password for workstation(s)
• If you are using a Wireless Network that will be used by the Onsite Trainer, the Wireless Network password
• The itemized list of questions by topic that each of the staff members wants to cover for each Training Topic

Onsite Trainer Arrives

• Location and setup of the box office
• Location and walk through of the venue seating location(s)
• Locations for other administration staff's offices

• Location of the training location
• Location of a coffee/lunch room area
• Location of the water closet

Meet & Greet

• All staff members should attend this important meeting (usually 30 minutes)
• You may not be using all 100% of Theatre Manager by the end of training
• Bring forward any changes in the training agenda based on your specific goals

Review the Training Topics

• Review the Training Topics that were provided prior to the trainers arrival
• Agree on the sequence that the topics will be covered in and the time allocation for each topic

Proceed with Training

• Start with the first topic

Continue with Training

• Continue with the Training Topics

Software Installation (IT Department)

• Installation and configuration of Theatre Manager on each of the workstations
• Connectivity testing from workstations to server

Continue with Training

• Continue with the Training Topics

Continue with Training

• Continue with the Training Topics

Meeting with Executive Director - Review of Onsite Training

• Status update of where we are in the training process
• Outstanding tasks that need to be completed
• Missed topics that were part of the agenda and reasons why they were missed
• Possible options (cancel future topics, shortened time allocation to future topics, postpone a future topic for another onsite training session in the future) to catch up on any missed topics

Continue with Training

• Continue with the Training Topics

Continue with Training

• Continue with the Training Topics

Continue with Training

• Continue with the Training Topics

Support for Theatre Manager

• Use Theatre Manager's online help site to first search for your answer
• Subscribe to Arts Management's RSS Feed
• Contacting Arts Management for Technical Support
• Discussion about the difference of Support versus Training
• Process for checking for new updates to Theatre Manager
• Process for installing Theatre Manager on a New Workstation
• Updating Theatre Manager on Existing Workstations (Push Out versus Walk Around)

Bringing New Staff Members Onboard

• Existing users should be crossing training new users
• Departing employees should be cross training new employees
• Use Theatre Manager's screen casts from our online help site to train on each section
• Use Theatre Manager's online help site to first search for your answer
• Subscribe to Arts Management's RSS Feed
• Create a Training Database and let the new staff member learn without effecting "live" data
• Optional onsite followup training
• Optional telephone training

Continue with Training

• Continue with the Training Topics

Meeting with Executive Director - Review of Onsite Training

• On how training went
• Outstanding tasks that need to be completed
• Missed topics that were part of the base curriculum and reasons why they were missed
• Possible options (future onsite training session, telephone training sessions) to catch up on any missed topics

Break Time

Open Floor Questions/Review of Prior Topics

• Previously covered topics
• Available time for revisiting a missed session
• Any new topics that were not part of the original agenda

Onsite Trainer Departs

• All the best to all who participated during this training process! The optimum training process and experience is directly related to the effort that each one of the participants put into it on a daily basis.

Preparation for our onsite arrival will ensure a more successful implementation of Theatre Manager's Facility Management module.

For a downloadable checklist of this information

Click Here

Please have Ready for Trainer's Arrival

• The "Local" Administrator password for the database server. This may be a different password then the "Domain" Administrator account. This account is required for the database server only.
• If you have a Network Domain setup, the "Domain" Administrator user ID and password for the server and workstation(s)
• If you are not using a Network Domain setup, the "Local" Administrator user ID and password for workstation(s)
• If you are using a Wireless Network that will be used by the Onsite Trainer, the Wireless Network password

Onsite Trainer Arrives

• Location and setup of the box office
• Location and walk through of the venue seating location(s)
• Locations for other administration staff's offices

• Location of the training location
• Location of a coffee/lunch room area
• Location of the water closet

Meet & Greet

• All staff members should attend this important meeting (usually 30 minutes)
• You may not be using all 100% of Theatre Manager by the end of training
• Bring forward any changes in the training agenda based on your specific goals

Who Should be Attending this Overview Session?

• General Manager
  • Why things didn't work out as planned
  • How did item 'x' or item 'y' fell through the cracks
• Business Manager
  • Invoicing and billing
• Facility Manager
  • Venue/Building Availability
  • Providing overall picture of what date/time is available for bookings
  • Providing overall picture of what date/time for scheduling regular building maintenance projects
• Project Manager
  • Single source of all scheduling
  • Overall views for each ongoing project
• Artist Services Coordinator
  • Booking Venues, studio space for Artists
  • Booking Housing, accommodations for Artists
• House Manager
  • Estimate labor requirements for external clients
  • Organization and allocating ushers, captains, and other people working the events
  • Taking/tracking housing deposits and payments
• Box Office Manager
  • What is going on in the building as a whole
  • Monitor and react to changes to venue changes
• Audio/Video Engineers
  • Project staffing requirements for where everyone needs to be
• Master Carpenter
  • What is going on in the building as a whole
  • What is happening next
  • Arrangement of the crews
• Senior Management
  • What is going on in the building as a whole
  • High level view of what is going on

Getting to Know Your Business

• Events/Projects that you have upcoming
• Your existing method of scheduling and managing your facility
• What you like/dislike when using your existing method(s) of scheduling and management of your facility
• Opportunities for what you can use Facility Management for

Facility Management Overview

• Slide Show Presentation containing the overview of Theatre Manager's Facility Management Module
• "Hands-on" experience using the Facility Management Module will be part of the next session. This session will be a sit back and soak in the information presented.

For a downloadable checklist of all of the Day 1 Activities and information

Click Here

Facility Management Overview (Continued - if required)

• Slide Show Presentation containing the overview of Theatre Manager's Facility Management Module
• "Hands-on" experience using the Facility Management Module will be part of the next session. This session will be a sit back and soak in the information presented.

Click Here

Data Preparation for Exporting (IT Department)

• Based on the existing scheduling software, export data that could potentially be imported into Theatre Manager (Projects, Volunteers, Positions, Resources, Inventory, Personnel Activities, Billing Rates, etc.)

Software Installation (IT Department)

• Installation and configuration of Theatre Manager on each of the workstations
• Connectivity testing from workstations to server

Click Here

Employee Management

• Create new employees for new users
• Providing the basic required access (an indepth review of the access requirements will be done in a separate session)

Theatre Manager Introduction

• Logging into the database
• Toolbar Functionality and Menu Introduction
• Accessing the Calendar

Terminology

• What does Calendar mean?
• What does Event mean?
• What does Task mean?
• What does Project mean?
• What does Participant mean?
• What does Employee/Staff mean?
• What does Volunteer mean?
• What does Resource mean?
• What does Inventory mean?

Mechanics of Using the Calendar

• Accessing the Calendar
• Changing the views using Filters to display calendars with people, tasks, and projects
• Navigation via the date toolbar
• Changing the default calendar preferences for setting colors
• Using quick buttons for hiding/showing information on the calendar
• Saving your display preferences

Calendar Filters

• Calendar management to isolate the view to a single venue or event; or a group of events; or to a related set of tasks
• Creating Custom Views
• Saving Calendar Filters
• Filters can be Universal and Shared or kept Private

Break Time

Where to Start? (Project or Task.... Chicken or Egg)

• Start with the Task or Project first?
• Updating Code Tables - Task Types and Project Types
• Updating Global Colors settings in the Calendar
• Assigning Delegate Employees to Employees

Tasks

• Making new tasks private
• Adding attachments to tasks

Click Here

Setting up Venues and Calendar Types

• Setting up new venues, meeting rooms, dressing rooms, rehearsal halls
• Updating Code Tables - Calendar Types
• Updating Global Colors settings in the Calendar
• Assigning Delegate Employees to Employee Preferences

Tasks (Continued)

• Using your real life facility management cases, start adding tasks
• Adding attachments to tasks

Resources & Inventory Management

• Creating Resources
• Defining Resource classifications
• Creating Inventory
• Determining profit versus non-profit costing
• Setup of G/L Accounts for Cost of Goods Sold versus Income Accounts

Tasks (Continued)

• Adding Resources/Inventory to tasks

Break Time

Project Management

• Creating a New Project
• Dragging existing tasks from the calendar into a Project
• Adding new tasks to the project, then showing then on the calendar
• Assigning Participants to the task, making them apart of the Project

Gantt Chart for Viewing and Project Management

• Turning the Project into a Gantt Chart view

Project Management (Continued)

• Use an Existing Project as a template and Duplicate it for 'next time' (very powerful)

Tasks (Continued)

• Assigning Venues to tasks
• Adding Resources/Inventory (billable and non-billable) to tasks
• Adding Participants to tasks

Data Exporting/Importing

• Review if there is any data to be imported (volunteers, positions, resources, projects, tasks, etc.)

Practice/Workshop Time

• Go play with what you have learned and keep updating your projects

Meeting with Executive Director - Review of Onsite Training

• Status update of where we are in the training process
• Outstanding tasks that need to be completed
• Missed topics that were part of the base curriculum and reasons why they were missed
• Possible options (cancel future topics, shortened time allocation to future topics, postpone a future topic for another onsite training session in the future) to catch up on any missed topics

Data Exporting (IT Department)

• Based on the existing scheduling software, export data that could potentially be imported into Theatre Manager (Projects, Volunteers, Positions, Resources, Inventory, Personnel Activities, Billing Rates, etc.)

Click Here

Data Exporting (IT Department)

• Based on the existing scheduling software, export data that could potentially be imported into Theatre Manager (Projects, Volunteers, Positions, Resources, Inventory, Personnel Activities, Billing Rates, etc.)

Data Importing (Arts Management)

• If data has been provided to import:
  • Review the exported data to see if it could be imported
  • Import Resources, Inventory, Personnel Activities, Billing Rates, etc.

Facility Manager

• If no data is going to be imported tonight:
  • Continue to setup Resources and Inventory used within the facility.
  • Continue to setup code table values associated with the Facility Management module.

Software Installation (IT Department)

• Installation and configuration of Theatre Manager on each of the workstations
• Connectivity testing from workstations to server

Click Here

Install Updated Database (if required)

• Install updated/data imported database
• Review any imported data for verification of accuracy

Review of Prior Topics

• Calendar Views
• Creating a Calendar Filter

Vacation/Holidays and Background Tasks

• Adding Statutory holidays to the calendar
• Items going on all day long, that you want people just to know about
• Employee Vacation days

Moving the Start Date of a Project

• Project dependent tasks
• Gantt dependent tasks
• Manually moving tasks

Calendar Views

• Multiple Calendar Views at one time
• Variations of the calendar default views

Task Management

• General Overview
• Attaching Events to a task
  • Searching for Events & Performances
• Attaching Resources to the task
  • Creating Resources as required
• Review the Calendar display - Show by Resource, from the Resource Point-Of-View
• Review the Calendar display - Show by Venue, from the Venue Point-Of-View
• Review the Calendar display - Show by Employee, from the Employee Point-Of-View
• Setting Alarms for reminder of important tasks



Break Time




Personnel/Staff/Employees/Volunteers/Participants

• Personnel versus Participants
• Complete entering Participants/Staff
• Add Volunteers



Patron Management

• Finding Existing Patrons
• Tricks for searching different ways for patrons
• Different Patron Icons
• Changing displayed columns, re-ordering the displayed columns
• Editing Existing Patrons
• Creating New Patrons (multiple address and contact numbers)



Personnel Management

• Adding a desired position to personnel
For a downloadable checklist of all of the Day 3 Activities and information
Click Here

Personnel Management (Continued)

• Setting up new positions/job functions that are allowed to be assigned to personnel
• Defining duration hours (before, after, during) for those positions
• Defining billing rates/costs and G/L accounts for those positions
• Return back and assign the new positions/job functions to personnel

Task Management (Continued)

• Return to the previously created tasks and assign personnel positions

Personnel Management (Continued)

• Return to the Personnel Window and see the history list being updated
• Edit tasks assigned to the Personnel via the Tasks tab

Practice/Workshop Time

• Practice locating patrons
• Update the skill sets for your own personnel record and then other employees
• Start updating your tasks with Resources and personnel assignments

Employee Management

• Limiting the access to the new employees only to Facility Management & Personnel Windows
• Update security to only include personnel management, versus marketing information
• Excluding box office module, donation module, and other non-required modules
• Providing view only access versus insert, edit, or delete privileges
• Providing access to personnel to only print reports

Break Time

Project & Task (Continued)

• Create 2 new tasks in the future, not assigned to a project or personnel
• Create a new project
• Click on the tasks tab
• Take the tasks and drag it onto the list to associate it with a Project
• Back to the question: Project or Task; Chicken or Egg
• Adding new tasks within the Projects task list

Gantt Chart

• Sounds really technical doesn't it?
• Review the Gantt Chart window
• Changing of views
• Moving tasks within the Gantt Chart view
• Editing tasks via the Gantt Chart view
• Adding tasks via the Gantt Chart view
• Linking Tasks with dependencies/relationships
• Adding Suspensions to tasks
• Adding Split-Times to tasks

Data Exporting/Importing

• Review if there is any data to be imported (volunteers, positions, resources, projects, tasks, etc.)

Data Exporting (IT Department))

• Finalize export for Projects, Volunteers, Positions, Resources, Inventory, Personnel Activities, Billing Rates, etc.

Practice/Workshop Time

• Go play with what you have learned and keep updating your projects

Click Here

Data Importing (Arts Management)

• If data has been provided to import:
  • Finalize import for Resources, Inventory, Personnel Activities, Billing Rates, etc.

Facility Manager

• If no data is going to be imported tonight:
  • Complete the setup of Employees to access Theatre Manager and assigning the required security access privileges.
  • Continue to setup Resources and Inventory used within the facility.
  • Continue to setup Personnel and assigning Personnel Positions/Job Functions.
  • Continue to setup code table values associated with the Facility Management module.
  For a downloadable checklist of all of the Day 3 Activities and information
  Click Here

Install Updated Database (if required)

• Install updated/data imported database
• Review any imported data for verification of accuracy

Review of Prior Topics

• Calendar Views
• Creating a Calendar Filter
• Creating a Project
• Creating and updating Tasks
• Updating Personnel with Positions

Notifications

• General Startup Warnings
• Tasks Assigned to You
• Letters or Emails to be Sent
• Email Responses Waiting to be Retrieved
• Unsent Notifications
• Awaiting Responses
• Task/Meeting Notifications
• New Responses from Participant Responses

Managing Incoming and Outgoing Personnel Email Notification Responses

• Managing the Email responses outside of the Notifications Window

Invoicing and Billing

• Printing out invoices for completed Projects
• Maintaining default set of invoice comments

Practice/Workshop Time

• Go play with what you have learned and keep updating your projects

Click Here

Introduction to Reports

• Facility Management Reports
• Indepth review of Part of the Criteria Window
• Using Filters to quickly find data base fields
• Saving reports as PDF's for saving on the Server
• Creating Custom Categories
• Saving and using previously saved criteria
• Using the “Test” button
• Running similar reports with the same criteria
• Altering the criteria on the existing data
• Exporting data directly into MS Excel documents
• Producing reports in Theatre Manager that mimic the reports from your prior system (based on the reports that have been supplied to the Trainer)
• Creating criteria for reports that mimic the report criteria from your prior system (based on the reports that have been supplied to the Trainer)
• **Printing the Calendar
• **Printing the Gantt Chart
• **People attached to a Project
• **Who is doing What & When
• **Reports on Venue Activity
• **Reports on Staff Activity

Review of Outstanding Tasks

• Review of what has been completed to date
• Assigning of responsibility for each of the tasks to get completed
• Determine estimated time for completion for outstanding tasks

Meeting with Executive Director - Review of Onsite Training

• On how training went
• Outstanding tasks that need to be completed
• Missed topics that were part of the base curriculum and reasons why they were missed
• Possible options (future onsite training session, telephone training sessions) to catch up on any missed topics

Break Time

Open Floor Questions/Review of Prior Topics

• Project Management
• Task Management
• Resources Management
• Patron Management
• Employee Management
• Pending Notifications Management
• Invoices and Billing
• Reports
• Available time for revisiting a missed session

Practice/Workshop Time

• Go play with what you have learned and keep updating your projects

Onsite Trainer Departs

• All the best to all who participated during this training process! The optimum training process and experience is directly related to the effort that each one of the participants put into it on a daily basis.

Click Here

Facility Manager

• Complete the setup of Employees to access Theatre Manager and assigning the required security access privileges.
• Continue to setup Resources and Inventory used within the facility.
• Continue to setup Personnel and assigning Personnel Positions/Job Functions.
• Continue to setup code table values associated with the Facility Management module.

All Staff

• Continue to work on all outstanding tasks that were not completed during training.

Click Here

Arts Management Systems' data and Customer's data is to be considered sensitive at all times and treated with the utmost care. This is especially true when it comes to data relating to PCI compliance and credit card information. There is also, in general terms, no need to have customer data transferred to our custody, especially with sensitive data in it.

AMS & Customer Data Policy

It is Arts Management Systems policy that Employees:

• At no time will customer data be transferred into our custody without the explicit knowledge and agreement of the customer.
• Do not transmit any database containing encrypted sensitive credit card data outside the customers network and never to AMS premises.
• Try to solve all problems without any data ever having to leave the client’s servers, even if it means loading their production database into a separate test database on their servers for purposes of diagnostics.
• Collect only data required to solve the problem and reproduce it such as order number, patron number, ticket number, cart #, dates, etc.
• Data placed on our servers for Tier II support will be stored in a restricted location until such time as the problem resolution process begins.
• Do not keep any data given to you for diagnostic purposes for longer than is absolutely necessary.
  • On a Mac, this is done by putting the file in the trash and using ‘File->Secure Erase’
  • On a PC, a tool like Eraser is to be use to securely delete.

General

• Arts Management Systems hereinafter called “AMS”.

Revision History

• June 2010
• Aug 2016
• Sep 2019

Recognizing that employees may use Arts Management computers from time to time for non-related Arts Management business; this document outlines Arts Management’s position on the Acceptable Use of Computers Employees need adhere to during the performance of their duties.

Acceptable Use Policy

It is Arts Management Systems policy that Employees:

• Adhere to safe computing practices when using the Intranet, Internet, Email, IM, FTP, web and other related communication tools;
• Use their company computer for work related to Arts Management Systems in performance of their duties;
• Obtain specific approval for non-work related uses or for an exception to any item mentioned in this policy; and
• Prevent others from contravening the Acceptable Use Policy.

General

• Arts Management Systems hereinafter called “AMS”.
• AMS spends considerable resources to implement and maintain a corporate network of computers, routers, telephony, VPNs, data services, corporate information, and application portfolio’s (hereinafter called “assets”) for the benefit of the company and its employees. It is the intent of the company to safeguard those assets and ensure that the company adheres to copyright and fair trade practice.
• AMS employees are encouraged to take full advantage of this network (Intranet), including the Internet access to the World Wide Web, subscription-based information resources, newsgroups, list-servs, bulletin boards, threaded discussions, Telnet and FTP resources to maintain a knowledge base suitable for the successful performance of their duties.

Revision History

• March 2006

Bereavement leave enables employees to take time off work to deal with the death of a family member.

Bereavement Leave Policy

It is the policy of Arts Management Systems that Employees are entitled to be absent from work for bereavement up to 3 days, of which 2 days will be with pay. Additional paid leave is at the discretion of management approval.

Definition

Bereavement leave, sometimes called funeral leave, is time off work to help employees mourn the death of relatives or close friends, without fear of job loss. Bereavement leave normally serves two purposes, giving an employee time to attend a funeral service (i.e. fulfilling ceremonial obligations) and to mourn the loss of a loved one.

Employees may not be dismissed, suspended, laid off or demoted when on bereavement leave.

The province of Alberta does not legislate specific Employment Standards Code for bereavement leave. In jurisdictions without this legislated bereavement leave, the decision to grant time off or not is left to the employer.

General

• Arts Management Systems hereinafter called “AMS”.

Revision History

• October 2013

Recognizing that employees may use Arts Management computers from time to time for non-related Arts Management business; this document outlines Arts Management’s position on the Network Security Employees need adhere to during the performance of their duties.

Network Security Policy

It is Arts Management Systems policy that Employees:

• Adhere to safe computing practices when using the Intranet, Internet, Email, IM, FTP, web and other related communication tools;
• Use the company network for work related to Arts Management Systems in performance of their duties;
• Obtain specific approval for non-work related uses or for an exception to any item mentioned in this policy; and
• Prevent others from contravening the Network Security Policy.
• Ensure the Firewall is enabled on their computer
• Use Company authorized hardware for their network connections
• Use a VPN at all times to access company servers

General

• Arts Management Systems hereinafter called “AMS”.
• AMS spends considerable resources to implement and maintain a corporate network of computers, routers, telephony, VPNs, data services, corporate information, and application portfolio’s (hereinafter called “assets”) for the benefit of the company and its employees. It is the intent of the company to safeguard those assets and ensure that the company adheres to copyright and fair trade practice.
• AMS employees are encouraged to take full advantage of this network (Intranet), including the Internet access to the World Wide Web, subscription-based information resources, newsgroups, list-servs, bulletin boards, threaded discussions, Telnet and FTP resources to maintain a knowledge base suitable for the successful performance of their duties.

Revision History

• April 2006
• Aug 2020

Overtime and Days in Lieu compensates employees when they are required to work in excess of the limits defined in the Employment Standards Code.

Overtime & Days in Lieu Policy

It is the policy of Arts Management Systems that allows Employees overtime hours to be banked and later taken off with pay, hour for hour, during regular work hours. Overtime hours can be banked for a period of 3 months. Banked time not taken within the 3 month period may be paid out at time-and-a-half.

Definition

In Alberta, under the Employment Standards Code, overtime is treated on a daily and/or weekly status. Overtime must be paid to all employees (regardless if they are paid a weekly, monthly, or annual salary except if they are exempt) on hours worked in excess of eight hours a day or 44 hours per week, whichever is greater (the higher of the two numbers is overtime hours worked in the week). The overtime rate is 1.5 times an employee’s regular rate of pay unless the employer and employee have entered into an overtime agreement.

General

• Arts Management Systems hereinafter called “AMS”.
• AMS and its employee’s are entering into an overtime agreement.
• The Code requires an overtime agreement to be in writing. Employers must give employees who are covered by an overtime agreement a copy of the agreement.
• AMS’s employees are all viewed as professionals. With professionals, AMS’s employee’s need to be prepared for each client’s onsite visit. Time spent by employees preparing for client training sessions is not view or recognized as overtime within this agreement.
• AMS views this rules as guidelines and wants to be fair to the employees for the hours that they work.

Revision History

• January 2010

Arts Management Systems Ltd, is committed to a healthy, harassment-free work environment for all our employees. Arts Management Systems Ltd. has developed a company-wide policy intended to prevent harassment of any type, including sexual harassment, of its employees, customers and clients and to deal quickly and effectively with any incident that might occur.

Definition of harassment

Harassment that is covered under the Alberta Human Rights Act occurs when an employee is subjected to unwelcome verbal or physical conduct because of race, religious beliefs, colour, gender, gender identity, gender expression, physical disability, mental disability, age, ancestry, place of origin, marital status, source of income, family status or sexual orientation. Alberta human rights law prohibits workplace harassment based on these grounds. Harassment that is not linked to one of these protected grounds is not covered under the Act. The behaviour need not be intentional in order to be considered harassment.

Examples of harassment that will not be tolerated in Arts Management Systems Ltd. are: verbal or physical abuse, threats, derogatory remarks, jokes, innuendo or taunts related to any employee's race, religious beliefs, colour, gender, gender identity, gender expression, physical disability, mental disability, age, ancestry, place of origin, marital status, source of income, family status or sexual orientation. Arts Management Systems Ltd. also will not tolerate the display of pornographic, racist or offensive signs or images; offensive jokes based on race, gender or other grounds protected under the Act that result in awkwardness or embarrassment; and unwelcome invitations or requests, whether indirect or explicit.

Definition of Sexual Harassment

The Alberta Human Rights Act prohibits discrimination based on the ground of gender. Protection from sexual harassment is included under the ground of gender. Unwanted sexual advances, unwanted requests for sexual favours, and other unwanted verbal or physical conduct of a sexual nature constitute sexual harassment when:

submission to such conduct is made either explicitly or implicitly a term or condition of an individual's employment; or submission to, or rejection of, such conduct by an individual affects that individual's employment.

Sexual harassment can include such things as pinching, patting, rubbing or leering, "dirty" jokes, pictures or pornographic materials, comments, suggestions, innuendoes, requests or demands of a sexual nature. All harassment is offensive and in many cases it intimidates others. It will not be tolerated within our company.

1. How to proceed if you are being harassed

   • If it is possible, tell the harasser that their behaviour is unwelcome and ask them to stop.
   • Keep a record of incidents (date, times, locations, possible witnesses, what happened, your response). You do not have to have a record of events in order to make a complaint, but a record can strengthen your case and help you remember details over time.
   • Make a complaint. If, after asking the harasser to stop their behaviour, the harassment continues, report the problem to one of the following individuals:

   a. Department Manager (if possible) b. Director of Human Resources c. Union Representative

   You also have the right to contact the Alberta Human Rights Commission to make a complaint of harassment that is based on any of the grounds protected from discrimination under the Alberta Human Rights Act. The protected grounds are: race, religious beliefs, colour, gender, gender identity, gender expression, physical disability, mental disability, age, ancestry, place of origin, marital status, source of income, family status and sexual orientation. You can also report any incident of assault that has occurred to the police.

2. Internal harassment complaint process

   Once an internal complaint is received by Arts Management Systems Ltd., it will be kept strictly confidential. Appropriate action will be undertaken immediately to deal with the allegations. Action taken may include mediation. The Department Manager will interview you as well as the alleged harasser and any individuals who may be able to provide relevant information related to your allegations. All information collected will be kept in confidence. If appropriate, Arts Management Systems Ltd. will attempt to resolve the complaint by mediation. If mediation is not successful, an investigation will be undertaken by an investigator designated by Arts Management Systems Ltd. If the investigation reveals evidence to support the complaint of harassment, the harasser will be disciplined appropriately. Discipline may include suspension or dismissal, and the incident will be documented in the harasser's file. No documentation will be placed on the complainant's file when the complaint has been made in good faith, whether or not there was a finding of harassment. If the investigation fails to find evidence to support the complaint, there will be no documentation concerning the complaint placed in the file of the alleged harasser. Regardless of the outcome of a harassment complaint made in good faith, the employee lodging the complaint as well as anyone providing information will be protected from any form of retaliation by either co-workers or superiors. This includes dismissal, demotion, unwanted transfer, denial of opportunities within the company or harassment for having made a complaint or having provided evidence regarding the complaint.

3. Responsibility of management

   It is the responsibility of a director, manager or any other person within this company who supervises one or more employees to take immediate and appropriate action to report or deal with incidents of harassment of any type, whether brought to their attention or personally observed. Under no circumstances should a complaint be dismissed or downplayed, nor should the complainant be told to deal with it personally.

Arts Management Systems Ltd. seeks to provide a safe, healthy and rewarding work environment for its employees, clients and customers. Harassment will not be tolerated within our company. If you feel that you are being harassed, contact us. We want to hear from you.

Alberta Human Rights Sexual Harassment Guidelines

Sick leave enables employees to take time off work when ill.

Sickness & Absenteeism Policy

It is the policy of Arts Management Systems that Employees are entitled to be sick or absentee from work due to illness up to 5 consecutive days with pay.

Definition

Sick leave enables employees to take time off work when ill. It is not intended for leave of family obligations although it may sometimes be used as such.

Employees may not be dismissed, suspended, laid off or demoted when on sick leave.

General

• Arts Management Systems hereinafter called “AMS”.

Revision History

• January 2010

Artsman's Supplemental Unemployment Benefit Program is in place to comply with Service Canada's SUB program.

Employers can use a Supplemental Unemployment Benefit (SUB) plan to increase their employees’ weekly earnings when they are unemployed due to a temporary stoppage of work, training, illness, injury or quarantine.

Payments from SUB plans that are registered with Service Canada are not considered as earnings and are not deducted from EI benefits (pursuant to subsection 37(1) of the EI Regulations).

Reference: https://www.canada.ca/en/employment-social-development/programs/ei/ei-list/ei-employers-supplemental-unemployment-benefit.html

1. The plan covers the following group(s) of employees:

All full time employees with 1 year of service.

2. The plan will supplement EI benefits for periods of unemployment caused by illness.

3. Verification that the employees have applied for and are in receipt of EI benefits will be made before SUB payments are paid.

4. The SUB is payable at 95% of the employee's normal weekly earnings while the employee is serving the one-week EI waiting period.

5. Option B (automatic adjustment): The plan provides that the gross amount of EI benefit from this employment plus the SUB payment will equal 95% of the employee's normal weekly earnings.

6. The plan provides SUB payments for at least 4 weeks

With management approval, payments can be made longer than 4 weeks, depending on the situation.

7. The start date of the plan is:

May 10, 2021.

8. Service Canada - SUB Program will be informed in writing of any change to the plan within 30 days of the effective date of the change.

9. The plan is financed by the employer's general revenues.

10. SUB payments will not reduce any guaranteed annual remuneration, deferred remuneration, or severance pay.

11. This plan provides for an offset of EI benefits that may have to be repaid as part of the employee's income tax return. The weekly gross EI benefit from this employment, the SUB payments previously paid plus this offset amount will not exceed 95% of the employee's normal weekly earnings.

12. Should the SUB plan terminate, all remaining assets will revert to the employer, be used for SUB payments and/or be used for the administrative costs of the plan.

13. Employees do not have a right to SUB payments except during the period of unemployment specified in the plan.

Recognizing that employees may be required to incur office related expenses and to travel from time to time on Arts Management related business; this document outlines Arts Management’s position on the reimbursement of those expenses the Employee may incur during the performance of their duties.

Reimbursement Policy

It is the policy of Arts Management Systems that Employees will be reimbursed the actual cost of expenses, which have been wholly, exclusively and necessarily incurred in the performance of their duties.

Definition

General

• Arts Management Systems hereinafter called “AMS”.
• Expenses must be ordinary and necessary.
• Employee will be expected to pay for their own expenses while carrying out the duties of employment.
• Reimbursement for incurred expenses will follow after an Expense Statement has been submitted.

Revision History

• February 2006
• September 2001
• June 1995

Vacation entitlement is granted with two purposes in mind. Firstly, a period of rest and relaxation benefits the employee both physically and mentally without loss of income; and secondly, vacation entitlement is a management tool for recognizing the longevity of service years of the employee.

Vacation Policy

It is the policy of Arts Management Systems that Employees are entitled to vacation with pay based on their job level, position and years of service.

General

• Arts Management Systems hereinafter called “AMS”.

Revision History

• January 2010

• PCI Compliance
  • All AMS Cloud Customers are automatically set to Schedule 'C' compliance. This means cards are never stored in the database (ever). TM detects that they are on the private cloud and sets the value appropriately.
  • In addition, you can specify which workstations can accept credit cards or you can set so that none can take credit cards.
  • Refer to the PCI Scope Diagram for AMS Cloud which may indicate that
    • Schedule 'B' or 'B-IP' could be possible if using POS pin-pad terminals, or
    • Schedule 'A' is using Moneris hosted payment page.
• Montreal Estruxture.com
  • The AMS Cloud facilities are private co-located machines in our own rack space located in a SOC2 data centre
  • First few pages of SOC2 Compliance report
• Vancouver Terago.ca
  • Is also SOC2 Certified
• Connecting to AMS Private Cloud uses the procedures outlined on this page.

• ONSITE at Data Centre
  • Streaming Replication: every database transaction is replicated on a 24x7 basis to second database server on another machine so that latest transaction is always on second sever. This serves as generally instant-on response in case of total failure of one machine.
  • 2 Daily Snapshots: are made and put on 3rd machine. The purpose is to provide redundancy in case the two primary master/slave machines die at exactly the same time. This allows restoration of a database that is no more than 12 hours old - and 30 daily copies are kept of snapshot backups
  • 24 Month End Backups: The backup process is designed to retain at least 2 years of monthly backups at the data centre
• OFFSITE at another location
  • 7 Days of Offsite Backups: 7 days of daily snapshots are saved at an offsite FTP server in 'live mode' (i.e. 14 backups). This is in case there is a physical unforeseen act of god at the data centre (eg fire, insurrection, etc).
  • Recyclable NAS Storage: The offsite backups are also saved to a separate NAS box and stored until the device runs out of space and older backups start to recycle. This provides typically months worth of offline backups that take a little longer to access
  • ** periodically, the offsite backup cycle may get reset and the storage retention start again as they are not the primary backup
• Customer Backups at location of their choice
  • Personal Backups: Each venue, per contract, can have a copy of the database sent to them daily by FTP, they just need to make and ftp site. The venue can specify how many days they want to keep and we’ll delete anything older -- The customer can pick that retention period

Primary Level Support

Primary support represents the initial contact that a customer makes with our support team. Generally, the roles and responsibilities are

• Handle all incoming voice mails, emails and faxes.
• Prioritize and categorize the support requests in FogBugz
• Verify eligibility for support using Daylite
• Correct any contact information in Daylite including adding new contacts and email address, and changing existing ones if people leave the organization
• Determine which help page best answer the customers question and augment if necessary, either in the web page if the page was not clear, or in the corresponding email response if it is a very specific answer
• Consult Second level support for non-obvious problems
• Keep your iChat status up to date with your current status in general terms. eg 'On Phone', 'Email Support', 'Doing Demo', etc. so that other team members are aware of your status.

Tier II Support

The purpose of second level support is to provide a developer level resource to the support team who can examine code for issues if necessary or provide a greater depth of experience based on understanding what is going on 'behind the scenes'.

The responsibility of second level support is:

• Verify if an 'odd situation' is a bug (or not) based on the observed results of a test provided by Primary Support
• Accept only items that cannot be completed by primary support
• Provide an estimate for completion of the task by second level support and record in FogBugz.
• Indicate if the problem is an enhancement/feature request, or a bug along with how critical it is to resolve
• Update the iChat Status to reflect the problem and customer. eg 'Barrington db balance', 'SOPAC Subscriptons' etc.

When reviewing cases in the support log, they will be sorted in a natural action-item order. The version column indicates what version the user has in which the issue as noted. Priority indicates when it might be addressed. Developers will use the filter action to look for their own cases for specific development milestones.

You can also enter descriptions in this field such as ‘Gift Certificate’ to find all issues with those words in the title or the text of the case. See the FogBugz help for more details.

Description

This is the general description of what is wrong. Depending on the source of the issue there may be step-by-step instructions to reproduce, or just a blab of text asking for something to work a certain way. If you don’t understand the description, get clarification from the submitter or the correspondent. The submitter is the person who created the task (‘opened by’). The correspondent is the email address of the customer who submitted or reported the issue.

For all Bugs or Support Issues

Enter a longer description of the problem or issue at hand, including the steps to re-create the issue. If appropriate, including specific patron numbers, order numbers, ticket numbers (or ticket section/Row/Seat/Event/Performance), shows, shopping carts and attach screenshots using the 'Attach File' link at the bottom of the screen.

• Enter the correspondent's email address if the incoming item is a phone message
• Assign to a staff member (normally yourself, but could be second level support>
• attach or relate to any prior sub-cases that you are aware of or are in the links
• Estimate the amount of time that it may take to solve the issue
• Enter the version of the software in the form VXXXXX - such as V82501 - that the user experienced the issue with
• Indicate what operating system that the user illustrated the problem with

For New Development

For new development tasks, or task transferred from support to development:

• enter the estimated due date (or date that the customer might want the item) if there is a deadline
• Assign the task you 'unassigned development'
• Change the 'project' from 'Inbox' to 'Theatre Manager'
• Change the area that the problem is in to categorize it. That way, when code is opened up, we can look at other tasks in that area and resolve one or more issues, or see how often the issue has been reported
• Indicate the approximate release we may wish to release this code

History of a bug is obtained simply by clicking on it. This tracks a chronological view of every change made to the task, who changed it, and comments relating to the change and why. It could be thought of as a ‘long email’ with a historical trail.

Sometimes, a client may submit multiple issues that may, in fact, be related. You can view them simply by running your mouse over the other cases sent by the correspondent.

If cases are deemed related, they should be filed as ‘sub-cases’ of the main case.

You can also see the entire history of the corespondent by clicking on the email. Click on the first half to see that person, click on the domain name to see everything from that domain (or company)

• Proposed changes in the text area
• Estimate in the estimate area
• Set the category, area, milestone as required
• Associate any sub cases

Replying to the originator (which could be a customer) means finding the last thread where the customer corresponded and replying to that with your resolution and the proposed version in which the fix will be released. Add any links to online help in theatremanagerhelp.com that are pertinent to the problems.

Start by selecting the category of issue that this will be, then use the following guidelines.

• Bug – This is a defect in the application
• Feature – This is a change to the functionality of the application
• Inquiry – This is a query about how the application works
• Schedule Item – This is a proposed new feature for the application that has not yet been approved

Emailing Cases

When a case has been created and assigned to you (perhaps by another person), you should also receive an automatic email with the case number and a link to the case so that you can find it quickly. If you reassign a case to another person, they will then get an email.

It is recommended that you have a separate 'case' folder in your email program and use 'mail rules' to move cases there automatically. Anything that is unread is, of course, new or has a change of state.

Mail will keep those threaded for convenience.

1. Edit the case
   1. Change the project to Theatre Manager
   2. Category to bug or enhancement
   3. Area to reflect the part of the application that was changed
   4. Who completed the task (if it is different than the assignee)
   5. And the release number milestone that the fix is targeted for
   6. Fill in the estimate if it was not already filled in.
   7. Add notes about the resolution. This is probably similar to the VCS notes.
   8. Click OK to save the changes.
2. Set the the case to be tested
   1. Management will assign a tester to the case to confirm functionality
   2. This should include visual inspection of the code where appropriate
3. Then, resolve the case and provide:
   1. The actual hours to resolve the issue
   2. Add release notes that are suitable for providing to the customers and pasting into the theatremanagerhelp.com release notes.
   3. Close the case
   

Prior to working on an issue, developers should ensure that an issue has been logged in the defect tracking tool. If an issue is not logged, then the developer should escalate the issue to management to confirm priority.

FogBugz

The defect tracking tool used by Arts Management Systems development is FogBugz. While this document is not meant to be a complete guide to using this tool, there is a list of common tasks a developer should know how to do in the FogBugz Tutorial.

System administration for FogBugz is handled by the Arts Management IT and Product Development Department. FogBugz is accessed via the web and signing in at mail.artsman.com/fogbugz/

• Omnis Studio VCS - which is provided by the vendor and used exclusively for the version control of any Omnis Studio Code
• GIT - which is used as a version control system for any other project, specifically python, web pages, and C code

Some of the principles behind the Agile Manifesto are:

• Customer satisfaction by rapid, continuous delivery of useful software
• Working software is delivered frequently (days or weeks rather than months)
• Working software is the principal measure of progress
• Even late changes in requirements are welcomed
• Close, daily cooperation between business people and developers
• Daily conversation is the best form of communication (co-location)
• Projects are built around motivated individuals, who should be trusted
• Continuous attention to technical excellence and good design
• Simplicity
• Self-organizing teams
• Regular adaptation to changing circumstances

Source: Wikipidia

Using agile development, Arts Management Systems strives to be in the position of being able to release a new version at any time to respond to clients in an 'agile' manner. By definition, this means that small, incremental units of work are done at one time, checked in, QA'd and set aside for release. It involves coordination amongst the teams to defines what is working, and what is not, isolate the scope and do a build only on what we determine to be working, even if it does not meet the full intended scope. After all, some working software for the customer is better than none.

That being said, releases are generally of 3 types:

• Development Release: this release typically addresses a very critical need for a specific customer.
• Production Release: this release is made available to customers when an arbitrary number of work items have been completed that meet customer needs, however significant or insignificant in scope. There will generally be at least one functional release per month that will have comprehensive release notes and back-out strategies. Clients do not need to implement the functional release unless there are items of interest to them. Functional releases are alway cumulative so skipping one release and implementing the next always gives the client the cumulative effect of all functional releases.
• Major Release (the major release number is incremented): this release is scheduled to coincide purely with PA DSS certification because the PCI standards council has decided in an arbitrary manner that applications can only increase the release number at the time of their PCI audit. For Arts Management, that will mean a new release number every three years.

There are a number of development methodologies that can be used in agile development such as Extreme Programming or Scrum. The particular process that we use the most is the Agile Unified Process although, by definition, agile programming can draw from various methodologies as the need dictates.

General Principles of Agile Unified Process

The links will take you to the implementation of the process in our product development process

• Model. Understand the business of the organization, the problem domain being addressed by the project, and identify a viable solution to address the problem domain.
• Implementation. Transform model(s) into executable code and perform a basic level of testing, in particular unit testing.
• Test. Perform an objective evaluation to ensure quality. This includes finding defects, validating that the system works as designed, and verifying that the requirements are met.
• Deployment. Plan for the delivery of the system and to execute the plan to make the system available to end users.
• Configuration Management. Manage access to project artifacts. This includes not only tracking artifact versions over time but also controlling and managing changes to them.
• Project Management. Direct the activities that takes place within the project. This includes managing risks, directing people (assigning tasks, tracking progress, etc.), and coordinating with people and systems outside the scope of the project to be sure that it is delivered on time and within budget. We use FogBugz to track development tasks in a particular development release iteration, status and additional notes about them.
• Environment. Support the rest of the effort by ensuring that the proper process, guidance (standards and guidelines), and tools (hardware, software, etc.) are available for the team as needed.

Philosophies

The Agile UP is based on the following philosophies:

• The staff knows what they're doing. People are not going to read detailed process documentation, but they will want some high-level guidance and/or training from time to time. The AUP product provides links to many of the details, if you are interested, but doesn't force them upon you.
• Simplicity. The Agile UP conforms to the values and principles of the agile software development and the Agile Alliance.
• Focus on high-value activities. The focus is on the activities which actually count, not every possible thing that could happen to you on a project.
• Tool independence. You can use any toolset that you want with the Agile UP. The recommendation is that you use the tools which are best suited for the job, which are often simple tools.
• The AUP an be tailored as required to meet the needs of the development release iteration.

Releases

The Agile Unified Process distinguishes between two types of iterations. A Development Release Iteration results in a deployment to the Quality Assurance and/or Demo area. A Production Release Iteration results in a deployment to the Production area.

A development release iteration is tested manually and/or with automated software tests checked into the VCS and built for QA who verify it works as designed. Any development release iteration can be sent to a customer after QA testing but is not advertised and may not have release notes.

A succession of the development releases, that becomes the Production Release will have release notes, implementation notes, documented interactions, etc. as per the examples in Version Release Notes

To generate a Certificate Signing Request (CSR), you will need to create a key pair for your server. These two items are a digital certificate key pair and cannot be separated. If you lose your public/private key file or your password and generate a new one, your TLS Certificate will no longer match. You will have to request a new TLS Certificate and may be charged by the TLS Issuing company to do this.

Step 1: Generate a KEY Pair

1. Open Terminal
2. At the command prompt, type: cd /Library/TLS to navigate to the desired folder where the files will be generated
3. At the command prompt, type: openssl genrsa -out server.key 4096 to create a key file with 4096 bit encryption
4. Wait for the server.key file to finish being created in Terminal The process is complete when Terminal returns to the command prompt. A server.key file will now appear in the /Library/TLS folder from above.

The server.key file (first part of the "key pair" files) has now have been created in the /Library/TLS folder. This RSA private key file is a digital file that will be used to decrypt messages sent to Apache. It has a public component which is distributed (via the Certificate file) which allows people to encrypt those messages to Apache.

Step 2: Generate the CSR

1. If you have moved from the current directory from Step 1 above, at the command prompt, type: cd /Library/TLS
2. At the command prompt, type: openssl req -new -key server.key -out server.csr to enter the server.csr setup process This creates the server.csr linked to the server.key file for security purposes.
3. Enter the following details:
   • Country Name (2 letter code) [AU]: the two-letter code without punctuation for country Enter US (for USA) or CA (for Canada).
   • State or Province Name (full name) [Some-State]: the full name of the State or Province Do not abbreviate the state or province name.
   • Locality Name (eg, city) []: the City name
   • Organization Name (eg, company) [Internet Widgits Pty Ltd]: the full legal Company Name If the company or department has an &, @, or any other symbol using the shift key in its name, you must spell out the symbol or omit it to enroll. Example: XY & Z Corporation would be XYZ Corporation or XY and Z Corporation.
   • Organization Unit Name (eg, section) []: this can be left blank This field is optional; but can be used to help identify certificates registered to an organization. The Organizational Unit (OU) field is the name of the department or organization unit making the request.
   • Common Name (eg, YOUR name) []: the primary domain name the TLS Certificate will be generated for Enter the tickets.myvenue.org URL for the web sales ticketing site. Do not prefix it with http:// or https://. This name must match EXACTLY to what will be used for the https://tickets.myvenue.org online ticketing site.
   • Email Address []: the registered domain approval email address This can be one of the five email addresses approved by GeoTrust or the email address registered to the domain.
   • A Challenge Password []: do not enter a password for the TLS Certificate Entering a password means the Theatre Manager Server will not be able to start Nginx as the password is required during startup and is not supported at this time.
   • An Optional Company Name []: this can be left blank
   A server.csr file will now appear in the /Library/TLS folder from above.

A public/private key pair has now been created. The private key (server.key) is stored locally on the server machine and is used for decryption. The public portion, in the form of a Certificate Signing Request (server.csr), will be for certificate enrollment.

Step 3: Generate the Diffie-Helman

1. If you have moved from the current directory from Step 1 and 2 above, at the command prompt, type: cd /Library/TLS
2. At the command prompt, type: sudo openssl dhparam -out dhparam.pem 4096 This creates the Diffie-Helman file.
3. Wait for the dhparam.pem file to finish being created in Terminal This process will take some time and is complete when Terminal returns to the command prompt. A dhparam.pem file will now appear in the /Library/TLS folder from above.

The server.csr file (second part of the "key pair" files) has now have been created in the /Library/TLS folder.

The /Library/TLS folder now contains the necessary starting files for the TLS Certificate. The next step is to submit the CSR file for certificate creation.

To submit the request for TLS Certificate Creation, you will need the Certificate Signing Request (CSR) file called server.crt created from the previous step.

The approval of the TLS Certificate is performed by the client. The client is required to reply to the email sent to them by Comodo in order to continue with the process.

1. Client (Site Administrator Email Address) will receive the 1st email from Comodo (orderprocessing@geotrust.com) indicating that the TLS Certificate has been submitted for creation.
2. Client (Approval Email Address) will receive the 2nd email from Comodo asking for approval for TLS Certificate to be created at the specified authorization email address provided to approve the TLS Certificate.
3. Client (Approval Email Address) will respond to 2nd email from Comodo approving the creation of the TLS Certificate by clicking on the acceptance link within that email.
4. Upon approval from the client to create the TLS Certificate, Comodo will create the TLS Certificate.
5. Client (Site Administrator Email Address) and Technical Contact (certificates@artsman.com) will receive the 3rd email from Comodo containing the actual TLS Certificate information.

   The final email may arrive anywhere from 10 minutes to 12 hours after email #2 was accepted by the client (Approval Email Address) depending upon the next processing cycle by Comodo.

If the 2nd email is NOT received by the client at the Approval Email Address, it may be caused by that email account is not working correctly. Test to see if the email account they have provided to use for the Approval Email Address is able to receive 'normal' emails.

After AMS has received the TLS certificate email from Comodo that contains the Web Server Certificate and the Intermediate-CA Certificate, AMS will make the TLS certificate files to put it into the Theatre Manager Server on the Web Server for the client. The following steps outline how to create the remaining files that will complete the TLS certificate installation.

Step 1: Create the certificate CRT file

1. From the Comodo Order confirmation email, move the .zip file to the desktop.
2. Extract the .zip file.
4. Open the two files in the extracted folder using BBEdit.
5. Copy the entire contents of the .crt Web Server Certificate (including the BEGIN CERTIFICATE and END CERTIFICATE tags).
6. Paste the content into an new BBedit document.
7. Copy the first bundle in the .ca-bundle file (from the first BEGIN CERTIFICATE to the first END CERTIFICATE tag). Do not include the upside down question mark.
8. Paste the content on a new line under the .crt.
9. In BBedit, go to File >> Save As...

   Location: Desktop
   Filename: server.crt
   Line Breaks: Unix (LF)

Once the TLS certificate files have been places and Nginx restarted, the certificate can be tested.

Alternate method using firefox: Testing the TLS Certificate

1. Open the Firefox browser.
2. Enter the full site address in the address bar.

   This would the https://tickets.yourvenue.com/TheatreManager/1/login&event=0.

3. Click enter on the keyboard for the site to display.
4. Click the lock next to the address in the address bar.

   This should be done after the site has finished loading. A box will appear indicating the status of the TLS Certificate.

   

5. Click the More Information button. The Page Info window will open.

   

6. Select the Security tab in the Page Info window.

   

7. Click the View Certificate button. The Certificate Viewer will open to the general tab.

   

8. Review the Issued On and Expiry Date in the Validity section of the viewer. If the TLS certificate has been installed correctly the date should be equal to the number of months purchased for the certificate

   

9. Go to http://www.sslshopper.com/ssl-checker.html.
10. Enter the domain the TLS certificate was created for (exp. tickets.myvenue.com).
11. Review the details to ensure there are no broken red arrows in the chain files.

    A broken red arrow means the server chain is not correct. This is the chain added to the .crt file after the certificate. It is either not being read or is not up to date.

The architects will monitor the VCS activity on these classes by running checkin/checkout reports for any violations of this policy.

• When the sensitive data is stored in the database (like user ids for logging in, or credit card numbers), it will use high encryption such as AES256 or better. Any seeds or salted keys will also be encrypted using some such mechanism and stored as a static variable inside the database or application.
• Any data to be transmitted from one machine to another:
  • shall use the most recent high encryption transport technology (currently TLS 1.2 or 1.3) and
  • shall not use any encryption found to have been compromised (SSL1 through TLS1.1 etc)
• Any key, user id, or encryption salt that must, by necessity, be stored in the application shall also be encrypted as a static variable and decrypted before use during each run of the application and/or of that method so that keys rarely exist even in memory in unencrypted form.
• Any un-encrypted key should be in local variables so that they are destructed automatically at the end of the method. This constant decryption and discarding of keys, salts, logins, and credit card data should minimize the possibility that it may exist in real memory, or even in virtual memory
• Never use real credit cards to test credit card processes in the test environment. Use the supplied test cards and accounts that are provided by the test merchants.

• Each version has a Steps and Update method.
  • E.g. For version 8.24.xx there are methods called “Steps 8.24.xx” and “Update 8.24.xx”.
  • It is expected that each upgrade performed in Update has a matching step in Steps.
• There is also a method called 'versionUpdates' that adds the update step to a list. This must be set for the upgrade to be invoked
• All changes to the file fSystemPreferences must be made in 'addSystemPreferencesFields' as these particular fields are sensitive and must be set up prior to login or creating other upgrade steps
• All other new fields or tables are established in 'addAllNewDBFields' which is done before any of the update steps are run. This ensures the database consistency before any steps begin

If any site reports a threat that may affect security, a project will be created in Fogbugz to deal with testing where it impacts Theatre Manager.

Quarterly, review the PCI documentation web site for any new or revised versions of PCI PA-DSS documentation and assess whether current or proposed changes merit implementation before the next review.

• postgresql Always check for the current production version of postgres and see if there is a new release. Releases typically are about once per quarter. When there is a new version, then make sure to read the release notes to see if there are
  • bug fixes beneficial to Arts Management
  • and fix that specifies some security vulnerability
  • Developers are always expected to be at the latest release for testing
• Nginx. The web server processes are dependant upon Nginx and PCI compliance scans generally identify old or outdated versions of Nginx. Check monthly to see if there are any new stable releases available. We do not use Alpha or Beta releases of Nginx, only mainline releases.
• Omnis Studio Check for an new releases or patches to the devlopment tool. Of special interest are bug fixes and/or any release that implements additional security in other areas like TLS, etc.
• macnn is a newsnet style mac based web site. It can usually be relied upon to report both mac and PC news (especially if it is negative)
• Credit Card processors such as
  • Orbital regarding notices about Paymentech Orbital
  • Refer to supported merchant processor page for other links
• OWASP - to review emerging internet vulnerabilities at least semi annually.
• per PCI requirement 2.2, periodically check NIST for reported security vulnerabilities and record pertinent ones in the vulnerability assessment for each component we use.

Before you start anything

• Do not just dive in and start cleaning up data at the first file you see.
• Make sure you have all the 'current' data that will be used for importing.
• Review ALL the files for completeness and record counts.
• If there is 5,000 donations, and 90,000 patrons, verify with the client that this is the approximate number of records they are expecting. Perhaps their export process was incomplete and there should be 50,000 donations.
• Double check that you have all the starting information that you need to move forward and all of the initial questions answered. Nothing is worse then moving forward on what you think is best, only to find out later that you assessment was incorrect and you need to start over.
• Do not go into a cleanup and preparation process and start deleting any data or columns that you do not know what they mean. Even if they contain 'junk' data. That 'junk' data may turn out later to be a key index field that could be the primary link to 'this' file, or to 'another' file.
• If they provided 'sample' data, compare the files that they sent in the sample to the 'final' set of files. Did they resent the 'sample' files too. If so, great. If not, where are they and why not?

What to look for

• When you start reviewing all the files the first thing to look for is a 'key link' or a column of data that 'links' this record to any other records. Once you find the 'key link' to each file, the record connections and how the data relates to each other will become clear.

1. Download the most recent "empty" database
2. Restore the downloaded "empty" database
3. Configure "TheatreManagerServer" to:
   • Database name: "empty"
   • Web Listeners: 1
   • Classic Web Listeners: 0
   • Housekeepers: 1
4. Using the Theatre Manager application, log into the "empty" database.
5. Setup >> Company Preferences >> Reports/Misc tab >> Set Maintenance Jobs to run from 8:00am - 5:00pm.
6. Restart the "TheatreManagerServer" processes to read in the new Company Preferences settings.
7. Setup >> Batch Functions >> Worker Jobs - Verify all jobs have completed successfully.
8. Setup >> Company Preferences >> Reports/Misc tab >> Set Maintenance Jobs to run from 1:00am - 5:00am.
9. Set the System Preferences
   • Appearance - Canadian/USA spellings and descriptions (State/PST, Federal/GST/HST)
   • Licence - Set the DB User Suffix
   • Licence - Set the initial Customer License number
10. Set the Company Preferences
    • Company - set default contact company information (reference Daylite)
    • Accounting - set general accounting information (Fiscal Year, Start Month, Store Year Start/End)
    • Director - set Web Server URL and Custom Template URL for their web sales site. NOTE: make sure there is https:// in the URL when using port 443
    • Donations - in the Donation Comments, replace with client's organization. Set Government Website.
      • Canada: canada.ca/charities-giving
      • USA: irs.gov/eo
    • Appearance - set the Canadian/USA spellings (Color, Zip Code, State, Medic/Behavior, Social Security, Hair Color, Eye Color, Theatre, Venue)
    • Reports/Misc - visit the client's existing website to gather icons and information for: TicketTrove icon, company overview, logo for reports (reference client's website), set Time Zone.
11. Set Invoice Comments
    • Replace with client's organization in 2 places
    • Canadian/USA spellings for cheque/check
12. Set Code Tables
    • Country - set the default country
    • Province/State - set the default Province/State
    • Payment Methods - Canadian/USA spelling for cheque/check
13. Merchant Account
    • Set to the proper Merchant Account Processor (refer to Daylite)
    • Verify Primary URL's for authorization are set for Production and not Test mode
    • Currency - Default this to the company's Country
    • Miscellaneous
      • Chase Paymentech - Connection Information
      • authorize.net - Merchant Support Services, (877)447-3938, support@authorize.net
      • Moneris - Moneris Support Services, (866)319-7450, eselectplus@moneris.com
      • Elavon Virtual Merchant - Customer Service Center, (800) 725-1243, custsvc@elavon.com
      • Bambora North America (Beanstream) - Customer Support, (888) 472-0811, support.northamerica@bambora.com
      • Authorization and Settlement URL's - Connection Information
14. Patron Account's
    • Update the Master User and Web Listener patrons to be in the correct city/province with company name
15. Rest Database Date and Time Stamps
    • Resets the data and time stamps on existing database records to the current date.
    • Purges any transactions in the database.
    • Prepares the database to make it appear like a first time use.
    • File >> Import/Export >> Company Settings >> Outlet Management >> Timestamps button

1. Download the most recent "client" database
2. Restore the downloaded "client" database
3. Log into the "client" database as the Master User
4. Set the System Preferences
   • Licence - Update the Customer License number to include the Outlet Module
   • This process will automatically log you out of the database.
5. If required, update the Daylite company profile with the new customer number (both primary and new outlet)
6. Log into the "client" database as the Master User
7. Using the Developer Tool for License Number creation, increase the 'Number of Department Licenses'
8. If required, update the Daylite company profile with the new number of user licenses
9. Create New Outlet (Setup >> Outlet Preferences)
10. Initialize New Outlet with Values based on Existing Outlet (File >> Import/Export >> Outlet Settings >> Outlet Management >> Create Initial Outlet Settings). These will duplicate/create values based on the existing outlet's data. This is an OPTIONAL step, but it will save you a bunch of setup work if the values will be similar for the new outlet. The process will ask you if you wish to duplicate each section before it will duplicate the data.
    • Tax Rates
    • Code Tables
    • Ticket Faces
    • Chart of Accounts
    • Fee Types
    • Invoice Comments
11. Create New Merchant Account (Setup >> System Tables >> Merchant Accounts) and assign it to the New Outlet. You can also duplicate an existing merchant account and assign it to the New Outlet. Note: This step needs to be completed BEFORE you will be able to create employees for the new outlet.
12. Create New Marketing Records for New Outlet. When the new outlet was created, it created a job listing. These jobs need to be run via Setup >> Batch Functions >> Worker Jobs. Note: This step will take a while to complete and needs to be completed BEFORE you will be able to create employees for the new outlet.
13. Create New Patron for Outlet Administrator (New Outlet)
    • First Name: {Outlet Name}
    • Last Name: Admin
    • Company: {Outlet Name}
    • Title: Outlet Administrator
    • Work Address: Do Not Mail
    • Work Phone: {Outlet Phone}
    • Marketing Flags: Do Not Mail, Email, and Delete
14. Set Patron as Employee for Outlet Administrator (New Outlet)
    • Outlet Administrator: Yes
    • Access ID: admin_{Outlet Name}
    • Employee Initials: ADM{outlet#}
    • Initial Window: Patron Window
    • Transaction Source: Box Office
    • Merchant #: {Outlet Merchant Created Above}
    • Set Login Password
15. Create New Patron for Web Services (New Outlet)
    • First Name: {Outlet Name}
    • Last Name: Web
    • Company: {Outlet Name}
    • Title: Web Services
    • Work Address: Do Not Mail
    • Work Phone: {Outlet Phone}
    • Work Email: tickets@{outlet email domain}
    • Marketing Flags: Do Not Mail, Email, and Delete
16. Set Patron as Employee for Web Services (New Outlet)
    • Outlet Administrator: No
    • Access ID: web_{Outlet Name}
    • Employee Initials: WEB{outlet#}
    • Initial Window: Web Sales
    • Transaction Source: Internet Sales
    • Merchant #: {Outlet Merchant Created Above}
    • Set Login Password
17. Update Existing Master User Patron for System Administrator
    • First Name: System
    • Last Name: Admin
    • Company: {Primary Outlet Name}
    • Title: System Administrator
    • Work Address: Do Not Mail
    • Work Phone: {Outlet Phone}
    • Marketing Flags: Do Not Mail, Email, and Delete
18. Update Existing Master User Employee Account
    • Access ID: admin_system
    • Employee Initials: ADMS
    • Initial Window: Patron Window
    • Transaction Source: Box Office
19. Using the Menu options, duplicate existing data for new outlet for:
    • Invoice Comments - only if you didn't duplicate them already or created the default set of comments
    • Sales Promotions (or have client start creating new Sales Promotions as they need them)
20. Using the Menu options, export any existing data applicable for the new outlet:
    • Venue Maps
    • Venue Pricing Maps
    • Venue Pricing Map Seat Names
21. Log out of database
22. Log into database as the Outlet Administrator for the New Outlet
23. Review Code Tables to assign 'default' values (Setup >> System Tables >> Code Tables >> Set Default button in toolbar)
24. Using Developer Tools, remove any duplicate existing data for new outlet for:
    • Code Tables >> Facility Project Types
    • Code Tables >> Folder Names
25. Using Menu options, Import any applicable data for:
    • Ticket Faces
    • Venue Maps
    • Venue Pricing Maps
    • Venue Pricing Map Seat Names
26. Set default Sales Promotion (Setup >> Sales Promotion >> Set button in toolbar)
27. Update Outlet Preferences
    • Ticket Faces >> Address Ticket
    • Ticket Faces >> Receipt Ticket
    • Web Options >> Enable Web Sales
    • Web Listener >> Set Employee ID for web sales
    • Appearance >> Volunteer fields #1, #2, #3, #4 (Hair Colour, Eye Colour, Vocal Range, Instrument)
    • Appearance >> Volunteer Flags #1, #2, #3, #4 (Dance, Sing, Act, Play Instrument)
    • Box Office >> Why did Patron Buy (for quick cash sales)
28. Assign any existing employees who need access to the New Outlet as Employees of the New Outlet (Outlet Administrators or Normal)

May need to clear some values left behind if you've copied them over from the primary outlet:
update fTaxRates set tr_tax1_ca_seq=0, tr_tax2_ca_seq=0, tr_tax3_ca_seq=0, tr_tax1_def_ca_seq=0, tr_tax2_def_ca_seq=0, tr_tax3_def_ca_seq=0 where tr_d_dept_seq=2

update fFeeTypes set fee_amount=0, fee_active=TRUE, fee_auto_calculate=FALSE, fee_tr_Seq=0, fee_ca_Seq=0, fee_pb_seq_list='' where fee_d_dept_seq=2

An employee needs to be first added to the database as a patron, then it can be activated as an employee. Using the Patron Import process, it will do both steps at the same time. Refer to either information provided by the client as part of the data import for the listing of employees, or refer to the company's website for a listing of the current Staff Members.

Remember, within the data to be imported, it should contain a listing of employees who are currently working at the venue and has worked in the past. Do we import past employees? Yes we should. This way we can tag historical ticket sales, membership sales, donation sales to those employees if that reference is within the data. Just as historical data is important, having a listing of historical employees shows the completeness of data importing that Arts Management provides. It goes towards the 'extra step' that we do. Having employees imported during data conversion also allows the onsite trainer to 'move quicker' during the initial training as everyone has their own login ID, and less time is spent setting up employees on the first day when the goal is to introduce them to the application rather then 'how to setup employees'. This also avoids the initial discussions of user access and who gets what privileges - at least until later.

Employee Initials are important. If they are not provided in the import data, they will be created based on the employee first, middle and last name. If possible, define them within the import spreadsheet.

After importing the employees, it is recommended to review the initials and make them unique for each employee. This is not mandatory, however it does allow for more easy identification between the employees throughout Theatre Manager.

All employees import will be created with a user access level set as a 'Normal User

Initial password will be set as Tickets@123

Import Column Template: MKT_FIELD_1,gPatronType,E_INITIALS,C_FIRST_NAME,C_INITIAL,C_LAST_NAME,C_TITLE,gEmailWork,gPhoneWork,C_COMPANY,AD_ADDRESS1,AD_CITY,AD_PROVINCE,AD_POSTAL_CODE,AD_COUNTRY

Defaults: gPatronType = Staff Member

Gather a listing of the various venue maps, physical locations, number of seats within each venue, and for reserved seating, a seating chart - clearing showing the different sections, row and seat names.

The venue map is something that will need to be created in Theatre Manager manually. As part of the import, refer to the client's website for a venue icon for TicketTrove along with a venue description that can be used.

The Best Seat Search - provide a default to allow the most choices for the patron. When the trainer is onsite, they can have the client review the seating options and make the necessary changes required.

Import Column Template: Logical Seat,Door,Section Name,Row Number,Seat Number,Price Codes,Seat Code,Seat Priority,Best Avail Area,Best Avail Index,Seat Note Use?,Seat Note,Seat View

For the Best Seat #, just number then sequential from top to bottom. When the trainer is onsite, they can have the client review the seating chart to determine exactly how they want the seats to be numbered for sale and make the necessary changes required.

G/L Account Columns: gType,CA_FULL_ACCT,CA_EXTERNAL_ACCT,CA_DESCRIPTION,CA_POSTING,CA_LEVEL

Account Types (gType)

• 1, Asset
• 2, Liability
• 3, Equity, Capital
• 4, Income, Revenue
• 5, Cost of Goods
• 6, Expenses
• 8, Other Income, Other Revenue
• 9. Other Expenses

Account Setting (CA_POSTING)

• 0 = Detail - default value for new records
• 1 = Posting

Reporting Level (CA_LEVEL)

• 1 = default value for new records
• 2
• 3
• 4

Unless specified, the External Account Number will default to the Account Number

Gather a listing of the events and performances.

Event and Performance Columns: P_PLAY_YEAR,P_SHOW_CODE,PB_SHOW_CODE,P_PLAY_TITLE,PB_SERIES_CODE,PB_PERF_NOTES,PB_PERFORM_DATE,PB_PERFORM_TIME,gSalesMethod,gTax1Account,gAccount,gTaxRate,P_VE_SEQ,P_TM_SEQ,P_ACTIVE

To help create the Event Number for the Event Code, refer to the previous event code in the list:

• Column A = Season Year
• Column B = Event Title
• Column C = Event Number (calculated by the following)
• =IF(B2=B1,IF(A2=A1,C1,C1+1),C1+1)

• Column D = Performance Date
• Column E = Performance Time
• Column F = Show Code [YY-99](calculated by the following)
• =CONCATENATE(MID(A2,3,2),"-",IF(C2

To help create the Series Code, take the day of the week from the performance date.

• =weekday(Date)

• 1 = Sunday
• 2 = Monday
• 3 = Tuesday
• 4 = Wednesday
• 5 = Thursday
• 6 = Friday
• 7 = Saturday

or use the calcuation of:
=IF(WEEKDAY(G2)=1,"SUN",IF(WEEKDAY(G2)=2,"MON",IF(WEEKDAY(G2)=3,"TUE",IF(WEEKDAY(G2)=4,"WED",IF(WEEKDAY(G2)=5,"THU",IF(WEEKDAY(G2)=6,"FRI",IF(WEEKDAY(G2)=7,"SAT","error")))))))

gSalesMethod

• Troupe [0]
• Festival Seating [1]
• General Admission [1]
• Reserved Seating [2]
• Consignment [3]
• Inventory [4]
• Auction [5]
• Course [6]
• Class [6]

gTaxCode

• No Tax
• GST 5%
• HST 15%

For importing G/L Accounts, use the column titles of:

• gAccount = Earned Single Ticket Revenue
• gTax1Account = Deferred Ticket Revenue (optional)
• gTax2Account = Earned Season Revenue (optional)
• gTax3Account = Deferred Season Revenue (optional)
• If gTax1Account is not provided, gAccount will be used for Deferred Ticket Revenue
• If gTax2Account is not provided, gAccount will be used for Earned Season Revenue
• If gTax3Account is not provided, gTax2Account will be used for Deferred Season Revenue

• It is OK to be logged into the outlet that you are updating - when your running this routine, as it will force you back to the login window when the process has been completed.
• Have all users and web services 100% logged out of the outlet you are updating.
• This process will disable triggers one table at a time, as the table is updated.
• If your running this in a live environment where other outlets still may be using the database, perform this function when there is no access to the database from users, or web sales (i.e. after midnight). Due to the fact that triggers are being disabled on a table while the table is being updated.
• This routine is fairly fast but does depend on the hardware it's being run on. Running this process on a fully loaded server, a normal database may take anywhere from 30 - 60+ minutes to complete. On a large database (4 GB compressed backup), it may take anywhere from 10+ hours to complete.
• 160MB compressed backup took 25 minutes (June 2015)
• 455MB compressed backup took 60 minutes (June 2015)

Note: you will require remote access to the database via pgAdmin to execute 2 SQL commands to enable/disable a user access level (you will be prompted with the exact command during the process). Once just prior to running the process, and once again after the process has completed. The changing of the outlet number will still happen even without the enable/disable of the user access level, however it will just take longer to complete. The routine disables triggers from running on the updated table.

1. Download the most recent "client" database
2. Restore the downloaded "client" database
3. Using the Developer Tool, Log into the "client" database as the Master User
4. Reset Department Number (File >> Import/Export >> Outlet Settings >> Outlet Preferences)
5. Enter in the FROM Outlet Number
6. Enter in the TO Outlet Number
7. Click "Reset Dept"

After the data has been imported its time to post the data to the accounting module.

• Set the Fiscal Year month in company settings
• Set sales promotions as either Regular, Season, Ticket Type 3, Ticket Type 4, or Ticket Type 5 to match the G/L Accounting setup for the event setup.

Deposits

Determine the Fiscal Year end date (i.e. May 31)

Create a deposit for each Fiscal Year end date. Do not selectively pick dates, nor just do a single massive deposit to get all the imported data deposited. This is a clear sign of sloppiness. Doing it accurately will allow possible analysis down the road of the year-by-year statistics of the accounting module.

Then when you hit the current year, do a deposit for each month end.

Then when you hit the current month, do a deposit for the date that the last payment was entered for.

The deposits should appear as the following if May 31 is the fiscal year end and the last payment imported was Sep 10th.

May 31 2001

May 31 2002

May 31 2003

May 31 2004

May 31 2005

...

...

May 31 2013

Jun 30 2013

July 31 2013

Aug 31 2013

Sep 10 2013

Trick: If you want to have multiple machines performing deposits at the same time add the following search query to allow only a selection of payments.

wDepositList.$buildSearchString

Do iQueryGroup.$loadSimpleQueryString('PAY_DATE_RECVD`>=`JUN 1 2001')

This will allow you to limit a selection of payments between a date range. In this example, it would be implied that MAY 31 2001 was then the year end date for the fiscal year and the deposit date would be set to MAY 31 2002. Thus, this deposit would get a range of JUN 1 2001 to MAY 31 2002.

Creating Transactions

Use the routine File >> Import/Export >> TIckets >> Create Transactions

This is a special menu option where it will create the transactions only. It does not create the sales entry at this time. This allows you to be creating transactions in the background while data import happens without it having any effect on the G/L. This is purely used as an efficient use of time to maximize the number of sessions/machines that you have available.

Trick: If you want to have multiple machines performing transaction creation as the same time, add the following search query to allow only a selection of data.

tF_PLAYSEATS.$journalizeTickets

Calculate exists as con(exists,' and ORD_DATE >= ',$ctask.tDatabase.$sqlDATE('JUN 1 2001'))

tfOrderFees.$journalizeOrderFees

Calculate exists as con(exists,' and ORD_DATE >= ',$ctask.tDatabase.$sqlDATE('JUN 1 2001'))

Donations - no need to worry about as their transactions are created at time of creation.

Memberships - no need to worry about as their transactions are created at time of creation.

Payments - no need to worry about as their transactions are created at time of creation.

Projects - not done at this time, but could update tProjectsJournalizeList.$journalizePersonnelAndResouces for the exists() portion of the search() string.

Sales Entry

Just start the process and let it run normally.

Posting

Post as normal.

Then run the following command to update the posting date of the imported data to set it to the final date of the imported data. As well, set all this data as already been exported - to avoid having to export out all this data in case they use this function later on.

update F_GL_HEADER set GL_DATE_POSTED='2013-09-10 17:00:00', GL_EXPORTED = TRUE

This will give the imported data a consistent date posted and a clean date based on the last date of imported data. As well, it provides a way to easily know what data was imported and a way to use the GL_DATE_POSTED field in reports if we need to exclude this data from the current years reports.

Cleaning Up

If you wanted to de-activate all imported sales promotions so the client can start with all new promotions and have the old promotions not appear in the event setup window:

update fSalesCodes set SC_ACTIVE = FALSE, SC_DATE_END='yyyy-mm-dd' where SC_PROMOTION_USE = 0

Adjustments

In case you missed setting the Sales Promotions into their correct designation of Regular, Season, Ticket Type 3, Ticket Type 4, or Ticket Type 5 - it's too late to easily go back and recreate all the G/L Sales Entries. In most cases as this is historical data anyway, its not too critical (unless of coarse it is current years data and effects deferred/earned season/regular revenue).

Here is an easy way to get all the Patron Statistics to get shown correctly which is more important for when the client goes and does a historical analysis of the patron's buying history.

update all the sales promotions correctly.

delete from fPatronStatistics

select postPatronStatistics(F_TRANSACTION,true,true) from F_TRANSACTION

alter sequence fPatronStatisics_cs_seq_key restart with 1

In case you imported performances for a future date, then the client didn't use the database and you need to go and set those future dated performances (which are now in the past) as rolled over or flagged as history.

update F_PLAYBILL set PB_GL_JOURNAL_NO_CODE='History', PB_GL_SEQ=-1 where PB_PERFORM_DATE

• It is OK to be logged into the outlet that you are updating - when your running this routine, as it will force you back to the login window when the process has been completed.
• Have all users and web services 100% logged out of the outlet you are updating.
• This process will disable triggers one table at a time, as the table is update.
• If your running this in a live environment where other outlets still may be using the database, perform this function when there is no access to the database from users, or web sales (i.e. after midnight). Due to the fact that triggers are being disabled on a table while the table is being updated.
• This routine is fairly fast but does depend on the hardware it's being run on. Running this process on a fully loaded server, a normal database may take anywhere from 5 to 10+ minutes to complete. On a large database (4 GB compressed backup), it may take anywhere from 15 to 30+ minutes to complete.

Timeline of Action Events

1. Secondary Database Location
   1. Update your website to let people know web sales is offline for system upgrades.
   2. Web Sales come off line, all workstations quit using Theatre Manager & log off all Terminal Services sessions
   3. Box offices complete their EOD processing, run reports, etc.
   4. Box Office workstations quit Theatre Manager, and log off all Terminal Services sessions
   5. Backup Secondary Database
   6. Transfer Secondary Database to Primary Database Location
2. Primary Database Location
   1. Restore Secondary Database
   2. Backup Primary Database
   3. Set Secondary Database's Outlet Number
   4. Update Secondary's Database Sequence Numbers
   5. Export Secondary Database
   6. Import Secondary Database

   After Merge has completed

   1. Access to Theatre Manager’s merged database for key people to review data
   2. Once review is completed by key people
      1. allow box office to use the database
      2. bring web sales online (via Theatre Manager >> Company Preferences >> Web Options)
      3. review web sales online appearance
         • make adjustments to Theatre Manager’s code table values as required
      4. once given the go ahead for web sales
         1. update your website to let people back having access to the ‘buy tickets’ buttons.

      Reset the "Secondary-Client" Outlet Number - Set the Outlet number to be what you would like the Outlet number to be in the final merged database

      1. Download the most recent "Secondary-Client" database
      2. Restore the downloaded "Secondary-Client" database
      3. Using the Developer Tool, Log into the "Secondary-Client" database as the Master User
      4. Reset Department Number (File >> Import/Export >> Outlet Settings >> Outlet Preferences)
      5. Enter in the FROM Outlet Number
      6. Enter in the TO Outlet Number
      7. Click "Reset Dept"
   3. Make a backup of the "Secondary-Client" database
   4. Download the most recent "Primary-Client" database
   5. Restore the downloaded "Primary-Client" database

   Reset the "Secondary-Client" Sequence Numbers - Sets the Sequence numbers for every table and connecting child records to be different then what is in the "Primary-Client" database

   1. Using the Developer Tool, Log into the "Secondary-Client" database as the Master User
   2. Reset Database xxx_SEQ Values (File >> Import/Export >> Outlet Settings >> Outlet Preferences)
   3. Click "Merge DB"

The main goal is to get a consistent look to the imported data. Make the data look pretty and stand out as quality data shining in the application. Fill in empty spots; move data from incorrect or general notes fields, into Theatre Manager's specific named fields. The patron data should be referred to as 'gold' as it takes quality names and contact information to nurture and grow the patron's desire and need to keep returning to the venue over and over again.

This is where Theatre Manager's CRM module stands out. It all starts with clean, clear, and consistent data.

There are four main files to an installation or upgrade of Theatre Manager. These files are the TMPostgresSetup, TMApacheSetup, TMSetup and Serial.zip files. Once the installation is complete these four files should be placed in a new folder within the Boxoffice folder called TMInstallers.

Windows TMPostgresSetup.exe File

The Windows Postgres Install creates a BoxOffice folder containing several files required for upgrading or installing Postgres. It also creates one folder called backups containing the Demo database file. This installer places the following files:

BackupReadme.txt
• This is a text file highlighting the details of how the backup script works.
• Upon completion of an installation or upgrade this file can be deleted.

BackupTM.bat
• This is the script used for backing up the database.
• The BackupTM.bat file will need to be edited regardless of the installation so it included the correct database name and backup location.

BackupTMforSupport.bat
• This is the script used when TIER II requires a copy of the database. It does not bring across some data fields, most especially credit cards.
• The file will need to be edited regardless of the installation so it included the correct database name and backup location.

delage32.exe
• This file determines the date and time used as a part of the backup script name.

ImportDemo.bat
• This file imports the TheatreManagerDemo.backup file into Postgres.
• The file may need to be edited to to include the correct location of the demo database and the location of postgres.
• The file will create the TheatreManager roll require to create any Theatre Manager database in Postgres.
• After this file has successfully run it can be deleted.

npp.Installer.exe
• This application is a text editor.
• It can be used to alter files if the OS does not contain a text editor.
• It's more user friendly then basic OS editors like Notepad or Wordpad.
• This file can be deleted after the installation process is complete.

postgresql-9.4.5-1.exe
• This is the postgres installation file.
• It should always be installed by right clicking and selecting the Run As Administrator option.
• Once Postgres has successfully been installed this file can be deleted.

ReadMeFIRST.txt
• This file provided step by step instructions on how to install postgres.
• Upon completion of an installation or upgrade this file can be deleted.

TheatreManagerDemo.backup
• The TheatreManagerDemo.backup file is located in the backups folder.
• Once the ImportDemo.bat file has successfully run this file can be deleted from the backups folder.

Mac TMPostgresSetup.zip File

The Mac Postgres Install places several files required for upgrading or installing Postgres in the Macintosh HD\Users\Shared folder. It also creates one folder called backups containing the Demo database file. This installer places the following files:

BackupTM.php
• This is the script used for backing up the database.
• The BackupTM.php file will may need to be edited so it included the correct database name and backup location.

BackupTMforSupport.php
• This is the script used when TIER II requires a copy of the database. It does not bring across some data fields, most especially credit cards.
• The file will need to be edited regardless of the installation so it included the correct database name and backup location.

CreateDemoDB.sql
• This file imports the TheatreManagerDemo.backup file into Postgres.
• The file runs as a part of the postgres installation.
• The file will create the TheatreManager roll require to create any Theatre Manager database in Postgres.
• After this file has successfully run it can be deleted.

CronniX
• This application is used to run the BackupTM.php file as a scheduled task.
• A task within the application needs to be setup as a part of the installation process.

postgresql-9.4.5-1-osx
• This is the postgres installation file.
• Once Postgres has successfully been installed this file can be deleted.

TheatreManagerDemo.backup
• The TheatreManagerDemo.backup file is located in the backups folder.
• Once the ImportDemo.bat file has successfully run this file can be deleted from the backups folder.

Windows TMServerSetup.exe File

Mac TMServerSetup.zip File

Windows TMSetup.exe File

Mac TMSetup.zip File

The serial.zip File

Additional Files

Maps Folder
• This folder should be zipped up, dated and a copy placed in the backups folder.
• The original copy of this folder should stay in the Boxoffice folder.

If an Employee forgets their password, then they can have Theatre Manager email them their password so that they may log back in. This requires ALL the following conditions to be true:

1. The Employee must have a valid email address listed in their employee preferences window. This email address their primary email address on the Contact Info tab of their Patron record.
2. The Employee must have Normal access. Outlet Administrator or Master User Access passwords cannot be emailed.
3. The Employee must not have a Resigned Date in their Employee record.
   • Resigned means they made too many attempts to log in and are now locked out.
   • They will need reinstated first.
   • The number of attempts allowed is determined on the PCI Security tab of Setup>>System Preferences.

For an Employee to get their password emailed to them, they perform the following steps:

1. Start Theatre Manager by clicking on the Theatre Manager Desktop icon.
2. In the log in window, double click on yourself as if you were going to log n

3. Click on the yellow 'envelope' at the bottom of the login window.

   if the user hovers over the envelope icon, the tooltip will indicate the email address that the password will be sent to.

Theatre Manager will email the password to the primary email address on file in that Employee's patron record.

Architecture

The diagram below illustrates the typical web infrastructure setup. To handle more load you can do one of 3 things:

1. Increase the number of services that a machine can handle (assuming there is enough ram and CPU's)
2. Add another machine to handle mores services (in the protected area) and tell the server (in the protected area) about them
3. Replace a smaller machine with a larger machine and add more services to it

Process Flow

• A patron uses their web browser to initiate a web sales request.
• The request is sent to the firewall/router
• It passes through the router to a Theatre Manager Server (configured as a Web Server/load Balancer
• The web server looks for a TM Server (configured for services) in the protected area that has the availability to handle the request and passes it though to it
• While handing the request, the service may ask for custom web pages from the web server. If there are no custom pages, it uses the latest built in pages deployed with the TM Server