Tessitura Self-Service

Tessitura is the Ticketing and Donor Services software DPC utilizes for Ticket sales and tracking Donor relationships over time. Being a vital part of our business, Tessitura is a mission critical tool! Support is currently split between Box Office and IT. IT primarily supports new user account creation and basic troubleshooting for MFA and Citrix sessions. If you need further assistance, you may have to open tickets with Tessitura.

Step 1: Login

• Navigate to https://selfservice.tnhs.cloud/org/drphilusfl0/users
• Login with your Tessitura credentials

Step 2: Navigation

• Upon login you’ll be placed onto a “Home” screen.
• You’ll ONLY need to work in the “Users” section.
  1. Click “View Users”
     • Or from the top menu, use the pull-down menu and select “Users”
• Once in the Users section you can see all the current users.
  1. You can search for users with the top search bar.
  2. To open a User Profile, select “Details” in the row of the user.

Step 3: Troubleshooting User Profiles

• If a User is having login issues:
  1. Check and see if the account is locked.
  2. You can send a password reset email if needed.
     • **Sometimes users won’t get an email, and you may need to manually send the login information. **

• If you believe it’s a Mobile ID (MFA) issue:
  1. The user may need to reinstall the App on their phone or computer.
     • Select “QR” to view the token information and to help install the app.
  2. As a last resort, you can”Unassign” the token and recreate a new one.
     • Use the “QR” option to help with the new setup.

• If you believe an issue is Citrix related:
  1. **Many Tessitura issues can be resolved by ending the current Citrix session**
  2. Open the User profile
     • At the bottom of the profile there’s a “Citrix Sessions” section
     • Select “End Session”
     • Wait ~5 minutes for Tessitura’s systems to synchronize before having the user sign in again.
  3. If you continue to have issues, try uninstalling and reinstalling Citrix receiver.
     • Use Control Panel, Programs and Features to uninstall.
     • To reinstall, have the user sign into the normal portal
       • https://e01hosting.tessitura.com/logon/LogonPoint/tmindex.html
       • Click the gear icon in the top right corner
         1. Select “Install Citrix Workspace App”
         2. Select “Detect” if the download option isn’t available
         3. Agree to License terms and select “Download”
         4. Install with your Admin credentials.

Step 4: Escalation

• Often, you’ll need to open a ticket with Tessitura themselves.
  1. Navigate to https://www.tessitura.com/
  2. Select login in the top right corner.
  3. If you don’t have a login, select the “Register” tab.
     • Use your DPC email and fill in the form accordingly.
  4. Login with your credentials.
  5. Use the “Support & Learning” pull down menu and select “Get Support”
  6. Select “Create or Manage Tickets”
  7. From here you can read any Knowledge Base articles that may help with troubleshooting.
  8. OR select “My Requests” to proceed
  9. Select “Submit a Request” in the top right corner.
  10. Fill out the form and select the appropriate response level
      • Just like our tickets, try and provide as much information as possible, what troubleshooting steps you’ve already tried and any screenshots if available.
  11. Select “Submit Request” when ready.

Questions?

Author: JW Madonna

Email: jj[email protected]

Phone: 407-803-5005 x5005