Table of documents
Troubleshooting

Table of documents

This page aims to provide more context and information to the existing document classes (66 as for end of October 2023). A few of them might be related to specif integrations/clients or not used anymore.
Standard codes are the recurrent ones as found in CUBE/MOSA or other most used institution templates. Some may not be present.

Document Class	Standard Code	Info and purpose	Set/sent from / when
Accompanying letter	Lettre	Generic email for backoffice	Set Org>Document to send or manually sent from File Details
Account creation email	NouvCpte	Preprod only (before GDPR) - Email sent when a new account is created in backoffice	not to be used in production (pw is visible!)
Advantage notification email	Advant	Email sent to notify a contact-type advantage is active	Sent from Org>Contact>Advantage targeting
Artist waiting list	ArtWtLst	Waiting list related - Alert email informing about artists' tours (implemented for German client/Myticket)	users must be registered through a widget implemented on external website (not on TS) email are sent manually from Org>Contact > Waiting list
Authorization confirmation	AuthConf	Double opt in verification email (also waiting list related)	Set on TS > POS > Internet paramenter >
B2B account creation confirmation	ActCpte	Email confirming of refusing B2B account creation	Set on TS > POS > Internet paramenter >
Bank transfer order recap	VirCmde	Limited to few French customers (ONP)/specific SEPA payment implementation - Email confirming a refund will be processed with a bank transfer	Order refund with banktransfer Generate a file to to be sent to the bank (agreement type = transfer, meaning → refund ) → Click on Generate File Doc is sent when clicking on validate (to be tested)
Bank withdrawal order recap	PrélCmde	Likely not used anymore \| Limited to few French customers (ONP)/specific SEPA payment implementation - Email confirming an order (direct debit) will be paid via bank account	Order refund with banktransfer Generate a file to to be sent to the bank (agreement type = order, meaning → direct debit) → Click on Generate File Sent when clicking on validate (to be tested)
Basic email	RESTEM1	not used / SAM related doc	not to be used
Cancellation confirmation email	CanConf	Email sent by front-office for all cancellations (sales, reservations, options)	Sent by ticketshops
Code list within email	Code	Email with a list of single usage codes sent to structure relays	Sent from Sales > Generate and distribute codes
Confirmation email	ReqConf	Option related - Email confirming or refusing the request	Automatically sent according to option management
Confirmation product waiting list	CfmPrdWt	Waiting list related - Email confirming subscription to alert emails for given product	When users subscribe to the waiting list online
Confirmation waiting list	CfmWtLst	Waiting list related - Email confirming subscription to alert emails for given event/artist	When users subscribe to the waiting list online
Contact document	[NONE]	likely not used anymore
Credit note bank transfer recap	VirAv	limited to few French customers (ONP)/specific SEPA payment implementation - Email confirming the credit note has been refunded with bank transfer	Generate a file to to be sent to the bank: agreement type = Account → Generate File Doc is sent when clicking on validate (to be tested)
Credit note bank withdrawal recap	PrélAv	limited to few French customers (ONP)/specific SEPA payment implementation - Email confirming a direct debit form bank transfer is performed to put money on credit note	Generate a file to to be sent to the bank: agreement type = Account → Generate File Doc is sent when clicking on validate (to be tested)
Credit note receipt	JusAvoir	PDF providing balance info related to the credit note	Manually triggered from Sales > Credit balance
E-commerce email	RESTEM3	not used / SAM related doc	not to be used
Exchange tickets	ResaleOK	Email sent to seller, when ticket is sold on resale platform
Expired soon options	AlExpOp	Options related - Email reminder about options' deadlines	Triggered by Org > Follow up options/reservation screen
File pro forma	[NONE]	Similar to an invoice	(no standard model)
File recap	RecapDos	Generic summary of file contents, generated (& possibly sent) for any order	Set Org>Document to send or manually sent from File Details
Follow shipment	FolwShip	Related to old integration with DHL - Email with shipment tracking code	likely no longer working
Goods voucher	CmdBout	Merchandising related - Summary including orders by goods/suppliers	Generated from Org>Goods>Purchase orders
Instalment payment failure email	PFInst	Email sent to notify payment failure in multiple installments by Credit Card	Sent according to installments management
Instalment payment success email	PSInst	Email sent to notify payment success in multiple installments by Credit Card	Sent according to installments management
Instalment reminder email	RemInst	Email sent to remind installments	Sent according to installments management
Marketing SMS	[NONE]	Related to SAM SMS campaigns sent via Orange operator	/wiki/spaces/IDOCFR/pages/42216143
Newsletter email	RESTEM2	Repository document generated after SAM email campaign	Sent according to option management
Option order confirmation	ConfOp	Option related - Email overview about the request (refused or accepted)	Sent according to option management
Option request ack/acknowledgment	AccRecOp	Option related - Email confirming the request has been submitted	Sent according to option management
Option request cancellation ack/acknowledgment	SupprOp	Option related - Email confirming the cancellation of the request	Sent according to option management
Option request modification ack/acknowledgment	ModifOp	Option related - Email confirming the modification of the request has been submitted	Sent according to option management
Options/bookings reminder	OptRem	Option related - Email alert regarding deadlines of the reservation (coming from a request)	Sent according to option management
Option setting and refusal recap	RecapOp	Option related - Summary and details about seats reserved	Sent according to option management
Order ack/acknowledgment	AccRéc	Email sent acknowledging an order is still in progress / to be paid, and confirmation will be sent later	Sent by ticketshops when PSP takes a long time to confirm the payment (also sent by back office when using MOTO payment)
Order ack/acknowledgment with confirmation	AcRecCf	Email sent by the ticketshop in case of reservation of free products only, plus other information related to shipment mode.	When users reserve free products online
Order confirmation	ConfCmd	Email automatically sent after a sale with digital tickets	Sent by ticketshops in case of sale Sent by box/back office with electronic shipment in case of sale (not for reservation, not for other shipment modes, and this document cannot be removed).
Order invoice	FactCmde	Invoice, generated (& possibly sent) at sale time, for all front-office and back-office sales orders. Can be used as "courtesy paper" invoice for countries needing electronic invoices	Set Org>Document to send or manually sent from File Details
Order recap (static state)	RecapCmd	Order summary not used by default, but HAS TO BE PRESENT for orders to be created	Set Org>Document to send or manually sent from File Details
Order recap (static state)	ReçuCmd	Order summary in TXT format to print summary on EPSON printers	Set Org>Document to send or manually sent from File Details
Order refusal	RefusCmd	Email sent by the ticketshop in case or order refused due to payment problem
Partner	[NONE]	Related to CH/SBB only
Password change	ChangMdP	Preprod only (before GDPR) - Email sent when changing the user pw from backoffice	not to be used in production (pw is visible!)
Pending account invoice	FactAtt	Invoice regarding pending account status
Pending account invoice (final state)	[NONE]	Invoice regarding pending account final status
Pre-request reminder	ReqRem	Option related - Email reminder about pre-request	Sent according to option management
Product waiting list	PrdWtLst	Email sent to notify new availaility for given product	Users must have sbscribed for waiting list
Refund payment	RfPayAck	Email sent to confirm refund on credit card or credit note account	Mainly Triggered by MOTO refund; also, tickets bought on TS and refunded from box office (to be added in Document to send); also, mass refund after event cancellation (batch)
Refund payment notification email	RfdNotif	Related to mass refund - Email sent to confirm the refund is in progress	Automatic email notification of refund payments
Registered mail	[NONE]	unclear/not used
Request contact connection consent	CtcCnsnt	F&F related - Email sent to children contacts to confirm the connection	Request explicit consent to use the Friends & Family feature
Request summary	ReqSum	File recap related to options	Sent according to option management
Reseivations reminder	[NONE]	Email reminder about reservations' deadlines	Triggered by Org > Follow up options/reservation screen
Reset operator password	ResOPass	Reset pw email for back office operators	Sent from backoffice both for new operators or to manually send a reset pw (if forgotten) to be enabled on Elcadmin > Institution parameters
Reset password	PassRes	GDPR compliant password reset email with token	When users click on "forgot pw" on ticketshop and when operators reset the pw on behalf of them (ORG>Contact) Must be used in production
Resold ticket notification for cultural contact	[NONE]	Email sent to notify cultural contact about ticket resale
Season ticket subscription ack/acknowledgment	SouscAbo	not longer used / mainly related to France (ONP) to request a season ticket (order to be created manually)
Summary with ISR	BVR	CH only
Tax Refund Summary	TaxRef	US/LATAM only \| Recap including information useful to ask refund for donation or membership	To be added at Document to send level or form File details STX-127051 - Getting issue details... STATUS
Ticket ack/acknowledgment	RécBill	Distribution related - Email sent to confirmed tickets have been distributed	When users distribute tickets on B2B ticketshops, or B2C with distribution feature activated
Ticket details email	TktDtl	Sport/UEFA related - Emal sent to confirm tickets have been printed	unclear/manually
Ticket printing receipt	[NONE]	Sport/UEFA related - Receipt stating the correct reception of tickets by the contact (who's supposed to sign it)	unclear/manually
Ticket put on resale notification	ResaleOn	Email sent to confirm tickets have been put on resale
Ticket removed from resale notification	ResalOff	Email sent to confirm tickets have been removed from resale
Waiting list options	ListAtOp	Option related - Email sent to notify the request has been put on hold/waiting list	Sent according to option management

special thanks to OP @lbu and @cpf for crosschecks

Troubleshooting

Documents may not be sent for several reasons. Please double-check the following points:

SPF is not properly set: /wiki/spaces/CF/pages/40573441
DKIM is not properly set: /wiki/spaces/CF/pages/40577371
Elcadmin > Institution > General > Institution parameter tab: client's email domain is not set (separated by comas):
Institution > Initialization > Inst. Characteristics > Address tab: email is not set (this appears to be mandatory for some documents like "Cancellation confirmation email", though not for others)

Institution > Initialization > Documents: documents might be
- missing or masked
- missing the document class (service needed)

- missing a proper template in DB for a given language (see following point)

- missing a custom template (necessary if a template is missing):

- not linked to the proper sales channels:

(ONLINE) Organization > Initialization > Sales Channels > POS > General > Internet parameters: set the ticketshop full domain + "/account" in the fields below:

keywords: what is sent when ?

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