Administration Site Guide

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1 Administration Site Guide

2 Blackbaud, Inc. This publication, or any part thereof, may not be reproduced or transmitted in any form or by any means, electronic, or mechanical, including photocopying, recording, storage in an information retrieval system, or otherwise, without the prior written permission of Blackbaud, Inc. The information in this manual has been carefully checked and is believed to be accurate. Blackbaud, Inc., assumes no responsibility for any inaccuracies, errors, or omissions in this manual. In no event will Blackbaud, Inc., be liable for direct, indirect, special, incidental, or consequential damages resulting from any defect or omission in this manual, even if advised of the possibility of damages. In the interest of continuing product development, Blackbaud, Inc., reserves the right to make improvements in this manual and the products it describes at any time, without notice or obligation. All Blackbaud product names appearing herein are trademarks or registered trademarks of Blackbaud, Inc. All other products and company names mentioned herein are trademarks of their respective holder. AdministrationSiteGuide-2012

3 Contents ADMINISTRATION SITE TASKS Access the Administration Site Navigation Manage Dashboards Manage Favorites Security Tasks Set Up Administration Users Reset a System User Password Lock a System User Use the Request Filter Maintenance Tasks Database Cleanup Configure Database Jobs Audit Suspected Orders Monitor Site Status Check Connection Take the Public Site Offline Check Site Services Monitor Site Activity All Orders All Users Last Errors Esro Logs Tracking Current Activity Basket Cleaner Activity Charts Network Traffic Ports Usage Message Usage System Info Cache Patron Edge Information to Improve Performance Synchronize with ThePatron Edge Configure Synchronization Options View Sales Data and Run Reports Create Custom Reports Generate a Custom Report XML Feeds

4 Access the XML Feed INDEX

5 chapter 1 Administration Site Tasks Access the Administration Site Online Payment Processing Blackbaud Secure Payments (BBSP) Configuration Settings Security Tasks Maintenance Tasks Monitor Site Status Monitor Site Activity Cache Patron Edge Information to Improve Performance Synchronize with The Patron Edge View Sales Data and Run Reports Create Custom Reports XML Feeds This guide provides information and procedures to help you perform common Patron Edge Online administration site tasks. These tasks include setting up system users and assigning access privileges, performing site maintenance, and monitoring site activity. We are not responsible for the installation, configuration, and testing of any Web security measures. We assume no responsibility for the security of your Web server and any adverse consequences resulting from security issues. Our software does not establish or edit security on the Web server. Refer to for specific security measures and NTFS permissions needed by Windows Server 2003 and IIS 6.0, Windows Server 2008 and IIS 7.0, and Windows Server 2008 R2 and IIS 7.5. For information about how to set up and configure your Patron Edge Online public site, see the Getting Started Guide. For information about using the site design tools, see the Site Design Basics Guide.

6 2 CHAPTER 1 Access the Administration Site You perform administrative tasks from the Patron Edge Online administration site. You access the site by double-clicking the administration site shortcut that was placed on the server desktop during the Patron Edge Online installation. The login screen appears and you enter your login name and password. You must have supervisor-level security privileges to access the administration site and perform related tasks. You can limit user access to specific areas of the administration site, including system, system tables, site tables, tracking, Print at Home, and reports. For more information about setting up users and permissions see, Set Up Administration Users on page 19.

7 ADMINISTRATION SITE TASKS 3 Once you log in, the home page appears displaying any dashboards that are configured to appear and refresh whenever you access the home page. For more information about selecting and managing dashboards, see Manage Dashboards on page 15.

8 4 CHAPTER 1 Navigation On the left side of the administration site is the navigation bar. This is where you access the screens, tools, and tables used to accomplish administrative tasks. The links displayed on the navigation bar change depending on the button you click at the top of the administration site. For example, to configure the database cleaner to perform database maintenance at a specific time, you can click Administration at the top of the screen. On the navigation bar, you can click Maintenance and then Database Cleaner. Located at the top of the administration site are buttons that you click to access specific areas of the site. When you click a button, related links appear on the navigation bar. Each link displayed is a category that groups related tasks. You may not necessarily use all categories and links when you complete administrative tasks.

9 ADMINISTRATION SITE TASKS 5 Home Click Home at the top of the Administration site to return to the home page and display Dashboards on the navigation bar. Dashboards - Click Dashboards to manage informational dashboards that can be displayed on each corresponding landing page when you click Home, Content, Monitor, Reports, and Administration. For more information about selecting and managing dashboards, see Manage Dashboards on page 15.

10 6 CHAPTER 1 Content Click Content to display Events, Merchandise, Series, Donation, and Site Design on the navigation bar. Events - Click Events to access links for configuring the shows and events for which you are selling tickets on the public site. You can add short and long descriptions, as well as add images to display on your public site. You can also define the recommended shows that are displayed prominently for higher visibility. For more information, see the Configure Shows and Events section of the Getting Started Guide. Merchandise - Click Merchandise to configure the merchandise you are selling on the public site in addition to tickets. For more information, see the Configure Merchandise Items section of the Getting Started Guide. Series - Click Series to access links for configuring memberships and subscriptions, which customers can purchase on your public site in addition to individual tickets and merchandise. For more information, see the Configure Series Settings section of the Getting Started Guide. Donation - Click Donation to configure campaigns for which you can select donations while customers are purchasing tickets. For more information, see the Configure Donations section of the Getting Started Guide.

11 ADMINISTRATION SITE TASKS 7 Site Design - Click Site Design to access links for configuring the interfaces, screens, and menus that are used in your sites. You also click Site Design to access tools for configuring site language settings and messages that are dispatched to customers after various events, including purchasing tickets and requesting passwords. For more information about site design, see the Site Design Basics Guide. Additionally, if you have the optional module Print at Home, you can design printable tickets by clicking the Design for Tickets link. For more information, see the Print at Home Guide. Monitor Click Monitor to display System Status, Activity, and Logs on the navigation bar. System Status - Click System Status to access links for checking the status of the public site. You can also check the status of site services and the request filter. Activity - Click Activity to access links for configuring and monitoring site activity, network traffic, and port usage. You can also view activity charts that display current activity and review errors that have occurred. Logs - Click Logs to access links for viewing esro and API integration logs that provide information about site services performed and public site errors.

12 8 CHAPTER 1 Reports Click Reports to display Sales Reports, Custom Reports, and Users and Orders on the navigation bar. Sales Reports - Click Sales Reports to view sales charts, as well as configure and run sales reports to efficiently communicate sales numbers and status to stakeholders throughout your organization. Custom Reports - Click Custom Reports to configure and run customized reports using parameters you define. Users and Orders - Click Users and Orders to view users accessing your public site and the orders placed.

13 ADMINISTRATION SITE TASKS 9 Administration Click Administration to display System Setup, Maintenance, Pricing, XMLFeed, Custom Tables, and OPS on the navigation bar. System Setup - Click System Setup to access multiple tools and features that you use to set up and configure the administration and public Patron Edge Online sites. Only those with Administration user permissions can access System Setup. At any time, your organization can change payment processors for ThePatronEdgeOnline and ThePatronEdgeKiosk. To enter a new payment processor, under System Setup, click Payment Processing. For more information about payment processing and the steps necessary to ensure your payment processing is configured correctly, see Online Payment Processing on page 10. Maintenance - Click Maintenance to access links for running the database cleaner, purging a customer basket, and administering database jobs. Pricing - Click Pricing to access links for configuring the prices and commissions charged for tickets sold over the Internet via the public site. XML Feed - Click XML Feed to configure and publish RSS feeds using parameters you define. Custom Tables - Click Custom Tables to add a database table using the Custom Table Generation Wizard. You also click Custom Tables to edit and maintain previously created custom tables. OPS - Click OPS to access tables for configuring and viewing parameters, actions, and action parameters for online payment services.

14 10 CHAPTER 1 If you use Blackbaud Secure Payments (BBSP) to authenticate and process online credit card transactions, you must specify a new payment method code in the OPS Parameters section of your administration site. For more information about the payment code, see Online Payment Processing on page10. Online Payment Processing At any time, your organization can configure payment processors for ThePatronEdgeOnline or ThePatronEdgeKiosk. Configure a payment processor 1. From Administration, to configure a new payment processor, click Payment Processing under System Setup. 2. Double-click the current payment processor to access the Edit Record screen. 3. In the Processor field, enter the name of the new processor. PCCHARGE - When you enter PCCHARGE as your payment processor, payments are processed through The Patron Edge and you do not need to make additional changes. For more information about VeriFone PCCharge, which is a third party application, see the Administration Guide for ThePatronEdge. MONERIS - When you enter MONERIS as your payment processor, payments are processed through The Patron Edge and you do not need to make additional changes. For more information about Moneris, see the Moneris Credit and Debit Card Processing Guide for The Patron Edge. BBMS (Blackbaud Merchant Services) - For information about web portal and Blackbaud Merchant Services, see the Web Portal Guide at Note: For information about how to set up an account with Blackbaud Merchant Services, refer to Getting Started with Blackbaud Merchant Services at BBSP (Blackbaud Secure Payments) - When you enter BBSP as your payment processor, you must configure additional settings. For more information about the additional configuration settings, see Blackbaud Secure Payments (BBSP) Configuration Settings on page To save your changes, click Ok.

15 ADMINISTRATION SITE TASKS 11 Blackbaud Secure Payments (BBSP) Configuration Settings To use Blackbaud Secure Payments (BBSP) to authenticate and process online credit card transactions, you must configure several options in both ThePatronEdgeOnline and ThePatronEdge. In ThePatronEdge Online, configure online payment configuration options and define your user_data.asp page. Next, in ThePatronEdge, create a custom payment method for Blackbaud Secure Payments (BBSP). Finally, in ThePatronEdge Online, add a new code to the OPS Parameters section of your administration site. Use the following procedures to complete your configuration. Specify online payment configuration options First, you must specify online payment configuration options for Blackbaud Secure Payments (BBSP). 1. From Administration, click BBSP Configuration under System Setup. The BBSP Configuration page appears.

16 12 CHAPTER 1 2. Set the following options to allow your website to communicate with Blackbaud Secure Payments servers for processing and to determine how your website displays the credit card processing page. Warning: The information you enter on the BBSP Configuration page here is stored in the OPS Parameters section of your administration site. We recommend you edit any information through the BBSP Configuration page and not through the OPS Parameters section. Warning: For the following options, you must correctly add information as it appears on the BBSP Configuration screen in ThePatronEdge. For example, you must enter the merchant and template names exactly as they appear. Invalid information can cause your credit cards to process incorrectly. For more information about the BBSP Configuration screen in ThePatronEdge, see the Administration Guide for The Patron Edge. BBSP Username - In the BBSP Username field, enter your Blackbaud Secure Payments user name as it appears on the BBSP Configuration screen in The Patron Edge. BBSP Password - In the BBSP Password field, enter your Blackbaud Secure Payments password as it appears on the BBSP Configuration screen in The Patron Edge. After you enter a password, the program encrypts it for security. Because the password is encrypted, you cannot retrieve the password in plain text from this screen. Merchant Account - In the Merchant Account field, enter the name of the merchant account to use in processing transactions. Enter the name as it appears on the BBSP Configuration screen in The Patron Edge. Note: For information about how to set up an account with Blackbaud Merchant Services, refer to Getting Started with Blackbaud Merchant Services at Note: For information about how to process credit card transactions through a CyberSource merchant account, refer to CyberSource and the Blackbaud Payment Service at Currency - In the Currency field, enter the currency to be used in processing transactions. Enter the name of the currency as it appears on the BBSP Configuration screen in The Patron Edge. Description - In the Description field, enter a description to use on your website s credit card processing page. Callback URL - In the Callback URL field, enter a redirect URL. After the patron s credit card finishes processing, he is redirected to the URL you specify here. The URL must include your website followed by bbsp_ops_commit.asp. For example, you can enter In the example, a URL presents a confirmation page that specifies the patron s transaction was successful. If you do not enter the correct URL, the patron receives a page error and is unable to determine if the credit card processed successfully. Template Name - In the Template Name field, enter the name of a template to use as your website s credit card processing page. You can create customized templates from the Manage Templates screen in The Patron Edge. To access the Manage Templates screen, click Manage Templates from the BBSP Configuration screen in Administration.

17 ADMINISTRATION SITE TASKS To save the options on the BBSP Configuration screen, click Save. If your information saves correctly, a Save successful indicator appears at the top of the page. Define user_data.asp page Next, you must define your user_data.asp page. This helps streamline your user_data.asp page for Blackbaud Secure Payments. You must edit the user_data.asp page for each interface you are using. 1. From Administration, click Content to display Site Design on the navigation bar. 2. Under Site Design, click Screens. The Site Design - Screens page appears. 3. Select the interface you are currently using for your public site. 4. Double-click user_data.asp. The Edit Record screen appears. 5. In the Include After field, enter bb_user_data_payment_method.asp. 6. In the Include Before field, enter cache_secure_assets.asp. Note: If you enter BBSP as your payment processor and decide later to switch to PCCHARGE or MONERIS, you must edit the user_data.asp page for each interface your are using for public site and delete the entry in the Include After and Include Before fields. 7. To save your settings, click Ok. Create a custom payment method in The Patron Edge Next, you must create a payment method in ThePatronEdge. 1. From the Administration screen in Administration, expand the Administration folder. 2. Expand the Parameters folder and double-click Payment Methods.

18 14 CHAPTER 1 3. Click New. The Payment Methods - Add New screen appears. 4. Enter a description, and select a general ledger account number and project code. 5. In the Payment Type Base field, select Custom. 6. Click OK to save the new payment. The program then generates a new code in the Code column. This code represents the payment method that Blackbaud Secure Payments (BBSP) will use for all online transactions. Configure OPS Parameters Finally, you must add the new code to the OPS Parameters section of your administration site. 1. From Administration, click OPS Parameters under OPS. The OPS - OPS Parameters page appears.

19 ADMINISTRATION SITE TASKS Double-click paytype. The Edit Record screen appears. 3. Enter the new payment method code in the Value field. The code you enter must be preceded with custom-. For example, if the program generated 1002 as your new payment method code, you would enter custom Note: Blackbaud Secure Payments uses standard state and country codes associated with the International Organization for Standardization (ISO). We recommend you ensure all states and countries listed in The Patron Edge administration tables adhere to ISO standards. 4. To save your settings, click Ok. Manage Dashboards In the Patron Edge Online administration site, you can select specific informational dashboards to appear on the home page when you first access the site and anytime you click Home at the top of the screen. You can also select dashboards that appear on each corresponding page when you click Content, Monitor, Reports, Administration. Each available dashboard contains specific information you can view quickly to stay aware of the status of your public site. For example, you can configure the home page to display the System Info dashboard that provides CPU and memory load info and current counters. You could also display the Network Traffic dashboard to quickly gauge network traffic on your public site and the Errors dashboard to see what errors have been encountered. Note: The System Info dashboard is functional only for The Patron Edge Online. If you access the administration site from The Patron Edge Kiosk and display the System Info dashboard, an error is displayed. The System Info dashboard is not supported for kiosks. Manage dashboards 1. On the Patron Edge Online administration site, at the top of the screen, click Home.

20 16 CHAPTER 1 2. On the navigation bar, click Dashboards, Manage Dashboards. The Manage Dashboards screen appears. 3. In the Available Menus field, select the page for which you to configure dashboards. For example, to add or remove dashboards displayed when you click Home at the top of the screen, select Home in this field. 4. In the Available Dashboards column, click the plus sign in the lower right corner to add a dashboard. Once you add a dashboard, it is displayed in the Selected Dashboards column. 5. To remove a dashboard, access the Selected Dashboards column and click the plus sign in the lower right corner. 6. To change the order of how dashboards are displayed, in the Selected Dashboards column, select the dashboard to move. On the toolbar, click Move up and Move down. 7. To save and apply the dashboard changes, on the toolbar, click Apply changes. Manage Favorites To navigate the administration site more efficiently, you can add pages on the site to your favorites list, which you then access on the home page. By configuring and using favorites, you can save time by accessing pages you view on a regular basis with fewer clicks. Once you add favorites, you can organize the order in which they appear and delete them.

21 ADMINISTRATION SITE TASKS 17 Add and view favorites 1. On the Patron Edge Online administration site, access a page to add to your favorites list. For example, to add the Site Settings page to your favorites, click Administration at the top of the screen and on the navigation bar, select System Setup, Site Settings. 2. To add the current page to your favorites list, above the navigation bar on the top left side of the screen, click the star. The edit caption screen appears. 3. Your entry in the Edit caption field will be displayed on the favorites list. To customize the name of the favorite you are adding for this page, edit the default caption and click OK. 4. To view the favorites you have added, at the top of the screen, click Home. The home page appears.

22 18 CHAPTER 1 5. On the navigation bar, click Favorites. A list appears containing each favorite you added. Click a favorite in the list to quickly access that page. Organize favorites 1. On the Patron Edge Online administration, at the top of the screen, click Home.

23 ADMINISTRATION SITE TASKS To edit, delete, or change the display order of favorites, above the navigation bar on the top left side of the screen, click the star with checkmark. The Organize Favorites screen appears. 3. To change the display order of favorites, select a favorite in the grid. On the toolbar, use the arrows to move the favorite up or down. 4. To edit the name of favorites. select a favorite in the grid. On the toolbar, click Edit. The Caption field in the grid is now editable allowing you to change the name. 5. To delete favorites, select a favorite in the grid. On the toolbar, click Delete to remove it from the favorites list. 6. To apply and save you changes, on the toolbar, click Apply changes. A confirmation screen appears. 7. Click OK. The changes are applied. Security Tasks The administration site is where you configure a number of security measures that are vital to your organization, including adding administration users, resetting user passwords and locking user accounts if needed. You can also configure the request filter to help protect Patron Edge Online sites from overloading due to excessive user requests. Set Up Administration Users When ThePatron Edge Online is initially implemented, the Setup Wizard automatically runs. During the Setup Wizard process, a default administrator user is added to the system.

24 20 CHAPTER 1 This section provides information about adding and editing administration site users. When users are added, you also assign user permissions that limit the areas of the site individual users can access. Add administration site users 1. On The Patron Edge Online administration site, at the top of the screen, click Administration. 2. On the navigation bar, select System Setup, System Users. The System Users screen appears. 3. On the system users toolbar, click the Add New button. The Admin_Users New Record screen appears. ThePatron Edge Online administration site automatically applies a serial number for the new record. It appears in the Code field, which can only be viewed and not edited. 4. In the User Login field, enter the user s login name. 5. In the User Name field, enter the user s name, for example, Supervisor. 6. In the Description field, enter a description of the user. For example, PEO Administrator is a user who has complete access rights to The Patron Edge Online administration site. 7. In the Password field, enter the user s temporary password. The user will be prompted to change the password when they log in. All passwords must meet the following complexity requirements:

25 ADMINISTRATION SITE TASKS 21 The password cannot be the same as the user name. The password must be at least seven characters in length. The password must contain both numeric and alphabetic characters. 8. Click OK. You return to the System Users table. Assign administration site user permissions 1. On the Patron Edge Online administration site, at the top of the screen, click Administration. 2. On the navigation bar, select System Setup, System Users. The System Users screen appears. 3. Select the user for which you are assigning permissions. Make sure the correct user is selected. 4. On the toolbar, click the Update Permissions button. The Update Permissions screen appears. 5. Mark the checkbox next to each permission the user should have. Each checkbox corresponds to an area of the administration site that the user can access. Note: Unmarked permissions restrict the user from accessing that section of ThePatron Edge Online administration site. Home - This permission allows the user to click Home at the top of the screen and access the Dashboards navigation bar link. Content - This permission allows the user to click Content at the top of the screen and access the Events, Merchandise, Series, Donation, and Site Design navigation bar links. Monitor - This permission allows the user to click Monitor at the top of the screen and access the System Status, Activity, and Logs navigation bar links. Reports - This permission allows the user to click Reports at the top of the screen and access the Sales Reports, Custom Reports, and Users and Orders navigation bar links. Administration - This permission allows the user to click Administration at the top of the screen and access the System Setup, Maintenance, Pricing, XML Feed, Custom Tables, and OPS navigation bar links. 6. Once you have marked or cleared the appropriate permissions, click OK. You return to the System Users screen.

26 22 CHAPTER 1 Reset a System User Password If needed, you can change a system user s password to a temporary password. When they log in using the temporary password, they will be required to enter a new secure password. All passwords must meet the following complexity requirements: The password cannot be the same as the user name. The password must be at least seven characters in length. The password must contain both numeric and alphabetic characters. Reset a system user password With this process, you can set a new temporary password for a system user. When they log in with the temporary password, they will be required to enter a new password. 1. On The Patron Edge Online administration site, at the top of the screen, click Administration. 2. On the navigation bar, select System Setup, System Users. The System Users screen appears. 3. In the grid, select the user for which to set a new temporary password and on the toolbar, click the Change password button. The Change Password screen appears. 4. Enter the new password and then retype it to confirm. 5. Click OK. You return to the System Users table. When this user logs in with the temporary password, they will be required to enter a new password. All passwords must meet the following complexity requirements: The password cannot be the same as the user name. The password must be at least seven characters in length. The password must contain both numeric and alphabetic characters.

27 ADMINISTRATION SITE TASKS 23 Lock a System User If a user password is compromised or some other security issue arises, you can lock a system user so they can no longer access the administration site. Lock a system user 1. On The Patron Edge Online administration site, at the top of the screen, click Administration. 2. On the navigation bar, select System Setup, System Users. The System Users screen appears. 3. In the grid, select the user to lock and on the toolbar, click the Edit button. The Admin_Users Edit Record screen appears. 4. To lock the this user account so they can no longer access the administration site, mark the Lock checkbox. 5. Click OK. You return to the System Users table. Note: To unlock the user, access the record again and clear the Lock checkbox. Use the Request Filter We strongly recommended that you have a secure firewall in place to protect the public site. If for some reason you do not have a firewall, you can use the request filter included with the Patron Edge Online to provide some level of protection against malicious activity. This activity can include overloading due to an excessive amount of user requests, which can occur as the result of a malicious attack or a site survey by web crawlers. The request filter uses heuristic rules with user-defined parameters to identify requests that may have originated from malicious sources. If user requests are identified as threats, they can be redirected or denied. When enabled, the request filter checks the following specific items by default: The User-Agent field in the HTTP header of each request is checked.

28 24 CHAPTER 1 The number of Patron Edge Online sessions initiated by the source IP address is monitored to determine if it exceeds the defined limit. Sessions from a single source that exceed the defined limit are often identified as flood attacks, which are intended to overload the site. You can also specify IP addresses to block or allow. The request filter then manages the lists of IP addresses, which are used to ensure malicious requests are denied and legitimate requests are allowed. Any address on the blocked IP address list is denied access to the websites. Any IP address that originates a flood attack is automatically added to this list. Any address on the allowed IP address list is always granted access.you can manually add or remove addresses from either list as needed. Enable or disable the request filter 1. On the Patron Edge Online administration site, at the top of the screen, click Monitor. 2. On the navigation bar, select System Status, Request Filter Status. The Request Filter Status screen appears.

29 ADMINISTRATION SITE TASKS To enable the request filter, on the toolbar, click Settings. The Request Filter Configuration screen appears. 4. To enable the request filter, mark Enable. To disable the request filter, revisit this screen and clear the checkbox. 5. In the Clear Interval [] minutes fields, enter the number of minutes that should pass between clearings. For example, if you enter 15, the blocked and allowed IP address lists are cleared of expired items every 15 minutes. 6. Click OK to return to the Request Filter Status screen. Configure the request filter This procedure provides information about configuring parameters for the default action that occurs when specific requests are identified. 1. On the Patron Edge Online administration site, at the top of the screen, click Administration.

30 26 CHAPTER 1 2. On the navigation bar, select System Setup, Request Filter. The Request Filter screen appears. 3. To specify the action that occurs when a user request is identified as a threat, double-click the Default action row. The Edit Record screen appears. 4. In the Value field, to adjust the parameters for the default action, enter a duration of time during which all requests from the same IP address will be denied and designate an address where the requests will be redirected. The default format of the value is: blocktime=<duration> goto=<address>

31 ADMINISTRATION SITE TASKS 27 The <duration> is the period of time, specified in seconds, during which all requests from the same IP address will be denied. Replace the word duration with the number of seconds. The <address> is the resource to which the request will be redirected. Replace the word address with the address of the page where the request will be redirected. 5. Click OK to return to the Request Filter screen. 6. To designate individual redirection addresses for specific users identified by the User-agent field in the respective HTTP header, double-click the UserAgent row. The Edit Record screen appears. 7. In the Value field, enter the specific user-agent to block and the corresponding redirection address. The default format of the value is: agent=<user-agent> goto=<goto addr>;... The <user-agent> segment is where you specify the user to block. Retain the brackets and replace user-agent with the value of the User-Agent field as it appears in the HTTP header of a request. The <goto addr> is the resource to which the request will be redirected. Replace the goto addr with the address of the page where the request will be redirected. To enter multiple user-agents in the Value field, separate the entries with a semi-colon. 8. Click OK to return to the request filter screen.

32 28 CHAPTER 1 9. To specify the maximum number of sessions allowed per IP address in a given time period, double-click the Sessions/IP row. The Edit Record screen appears. 10. In the Value field, you enter the specific number of sessions allowed in the specified time. The default format of the value is: sessions=<no. of sessions> seconds=<no. of seconds> The <no. of sessions> segment is where you specify the maximum number of sessions to allow during the specified time. Replace no. of sessions with the maximum number of sessions to allow. The <no. of seconds> segment is where you specify the amount of time (in seconds) that requests will be allowed. 11. Click OK to return to the request filter screen. 12. To enter IP addresses that should be permanently blocked, double-click the IPDeny row. The Edit Record screen appears. 13. In the Value field, enter specific IP addresses to block. When entering IP addresses to block, use the IP1;...;IPn format. If you enter multiple addresses, separate them with a semi-colon.

33 ADMINISTRATION SITE TASKS 29 The addresses you enter here are added to the Blocked IP addresses list, with the expiration date set to 00:00:00. To adjust the expiration date, access the list and make your changes. For information about how to adjust the expiration date, see Manage the blocked and allowed IP addresses list on page Click OK to return to the request filter screen. 15. To enter IP addresses that should be permanently allowed, double-click the IPAllow row. The Edit Record screen appears. 16. In the Value field, you enter specific IP addresses to allow. When entering IP addresses to allow, use the IP1;...;IPn format. If you enter multiple addresses, separate them with a semi-colon. The addresses you enter here are added to the Allowed IP addresses list, with the expiration date set to 00:00:00. To adjust the expiration date, access this list and make your changes. For information about how to adjust the expiration date, see Manage the blocked and allowed IP addresses list on page Click OK to return to the request filter screen. 18. To configure the time interval in which the blocked and allowed IP address lists are cleared of expired items, double-click the ClearInterval row. The Edit Record screen appears.

34 30 CHAPTER In the Value field, enter the number of minutes that should pass between clearings. For example, if you enter 15, the blocked and allowed IP address lists are cleared of expired items every 15 minutes. 20. Click OK to return to the request filter screen. Manage the blocked and allowed IP addresses list This procedure provides information about viewing blocked and allowed IPaddresses and adding, removing, and setting the expiration date for blocked and allowed status. 1. On the Patron Edge Online administration site, at the top of the screen, click Monitor. 2. On the navigation bar, select System Status, Request Filter Status. The Request Filter Status screen appears displaying the blocked and allowed IP addresses.

35 ADMINISTRATION SITE TASKS To add a new IPaddress to the list, on the toolbar, click Add new entry. The IP Entry screen appears. 4. Mark either Deny or Allow as the type. In the Details sections, enter the IP address and expiration date. After the expiration date, a blocked address is no longer blocked and an allowed address is no longer permanently allowed. Click OK to add the address to the list and return to Request Filter Status screen. 5. To edit the expiration date for the blocked/allowed status of an IP address, select the address in the list and click the Edit entry on the toolbar. The IP Entry screen appears. 6. To adjust the expiration date, enter the new date in the Until field or click the calendar and select a date. Once you make changes, click OK to record the new date and return to the request filter status screen. 7. To delete an address from the list, select the address and on the toolbar, click Delete entry. Maintenance Tasks Using tools accessed on the administration site, you can perform maintenance tasks, including clean the database, administer database jobs, and audit suspect orders. Database Cleanup From the administration site, you can access the Database Cleaner screen where you can perform maintenance on the database. Cleaning the database improves performance by removing unnecessary information from specific tables. You can select to purge data from these database tables: Caller Caller_Session Transact Events Calendar ExtraCommissions XML_Messages

36 32 CHAPTER 1 To clean the database, you can run through the process manually or set up a system SQLjob to run the clean-up automatically. Additionally, you can determine the period of time for which site history is saved. Perform manual database cleanup 1. On the Patron Edge Online administration site, at the top of the screen, click Administration. 2. On the navigation bar, select Maintenance, Database Cleaner. The Database Cleaner screen appears. 3. In the Save history of the last [] months field, enter a specific number of months of site history to save when cleaning the database. For example, if you enter 3, when you click Submit to clean the database, all but the last three months of site history are purged. The default period of time is six months. If you change the number of months, click Apply to save the new period of time. When you click Apply, no data is purged. You are simply updating information in the grid. 4. The grid on this screen displays the database tables that can be purged of unnecessary data when cleaning the database. The current size of each table is provided along with an estimated post-cleaning size. In order to clean a specific table, mark the corresponding checkbox. 5. Once you have marked the tables to clean, verify that Execute Now is marked and click Submit. A confirmation screen appears. 6. To continue with the cleaning, click OK. The selected tables are cleaned and a message appears above the grid confirming that the process was a success. Configure a SQL job to clean the database automatically 1. On the Patron Edge Online administration site, at the top of the screen, click Administration.

37 ADMINISTRATION SITE TASKS On the navigation bar, select Maintenance, Database Cleaner. The Database Cleaner screen appears. 3. In the Save history of the last [] months field, enter a specific number of months of site history to save when cleaning the database. For example, if you enter 3, when you click Submit to clean the database, all but the last three months of site history are purged. The default period of time is six months. If you change the number of months, click Apply to save the new period of time. When you click Apply, no data is purged. You are simply updating information in the grid. 4. The grid on this screen displays the database tables that can be purged of unnecessary data when cleaning the database. The current size of each table is provided along with an estimated post-cleaning size. In order to clean a specific table, mark the corresponding checkbox. 5. Once you have designated the tables to clean, mark Handle scheduled job. Additional selections appear. 6. Verify that Create New is marked. 7. In the Activate every fields, enter a number and select Day(s), Week(s), or Month(s). For example, if the job should occur every day, enter 1 and select Day(s). 8. Next, enter the time to run the cleaning. The time fields are formatted according to the 24 hour clock. 9. After configuring the job frequency and time, click Submit. A confirmation screen appears. 10. To continue creating the new job, click OK. The database cleaning job is now scheduled.

38 34 CHAPTER 1 Configure Database Jobs In ThePatron Edge Online you can set up database jobs, based on SQL commands, that run as background processes and enable tasks to be completed without manual interaction. From the administration site, you can configure default system jobs or add user-defined jobs. The Patron Edge Online includes several system database jobs by default and cannot be deleted: Synchronize - With this job, you configure a full synchronization between the Patron Edge Online and Patron Edge databases. HourlySynchronize - With this job, you configure a delta synchronization between the Patron Edge Online and Patron Edge databases. Send_Reports - The Send_Reports job can be configured to run certain reports at specific times and to send the resulting reports as to a specified recipient. The auto- information is configured in the AutoMail group on the Site Settings table. Check_Sites - You can configure the Check_Sites job to run at specific times and verify the status of the public website. You can also configure the status checks to be sent as to a recipient. The auto- information is configured in the AutoMail group on the Site Settings table. Schedule a system database job 1. On the Patron Edge Online administration site, at the top of the screen, click Administration. 2. On the navigation bar, select Maintenance, esro Jobs. The esro Jobs screen appears. 3. In the System Jobs grid, select a job. For example Synchronize. This job runs a synchronization between The Patron Edge and The Patron Edge Online.

39 ADMINISTRATION SITE TASKS Access the toolbar and click the Edit Job. The Job Details screen appears. Warning: We recommend that you do not edit the SQL command in the Command field. This affects the performance of the database job. 5. Access the Scheduler section. In the Activate Every fields, enter a number and select Day(s), Week(s), or Month(s). For example, if the job should occur every day, enter 1 and select Day(s). 6. Next, designate the specific frequency and time for the job to run. If the job should run once in the activation parameters already established, mark Occurs once at and enter the time in the corresponding fields, which are formatted according to the 24 hour clock. If the job should occur multiple times in the activation parameters already established, mark Occurs every. Enter a number to designate the frequency and select Hour(s) or Minute(s). Next, enter start and finish times in the corresponding fields, which are formatted according to the 24 hour clock. 7. Click OK. The job settings are saved and you return to the esro Jobs screen. Add a user-defined database job 1. On the Patron Edge Online administration site, at the top of the screen, click Administration.

40 36 CHAPTER 1 2. On the navigation bar, select Maintenance, esro Jobs. The esro Jobs screen appears. 3. Access the toolbar and click Add New Job. The Job Details screen appears. 4. In the Job Name field, enter a name that clearly communicates the purpose of this database job.

41 ADMINISTRATION SITE TASKS In the Command field, enter a SQL command for the action to be performed by the job. 6. Access the Scheduler section. In the Activate Every fields, enter a number and select Day(s), Week(s), or Month(s). For example, if the job should occur every day, enter 1 and select Day(s). 7. Next, designate the specific frequency and time for the job to run. If the job should run once in the activation parameters already established, mark Occurs once at and enter the time in the corresponding fields, which are formatted according to the 24 hour clock. If the job should occur multiple times in the activation parameters already established, mark Occurs every. Enter a number to designate the frequency and select Hour(s) or Minute(s). Next, enter start and finish times in the corresponding fields, which are formatted according to the 24 hour clock. 8. Click OK. The job settings are saved and you return to the esro Jobs screen. Audit Suspected Orders If a customer submits an order online and they receive an error message during the process, there is a chance their payment was processed but the order was not recorded in ThePatron Edge. In this case, a customer could be charged for tickets or items that they will not receive unless the order is corrected. To help correct situations like this, ThePatron Edge Online includes a Suspected Orders analysis tool that administrators can use to quickly detect orders of this type and process refunds. Audit suspected orders and process refunds 1. On the Patron Edge Online administration site, at the top of the screen, click Administration.

42 38 CHAPTER 1 2. On the navigation bar, select Maintenance, Suspected Orders. The Suspected Orders screen appears. 3. In the From and To fields, enter the day or range of days to audit. 4. Select one of the following tabs to view flagged transactions: Select the Refund Highly Probable tab to analyze and manage transactions flagged as probably requiring a refund. These are transactions where the collected payment does not match the order as recorded in The Patron Edge. Select the Refund Not Probable tab to view the transactions that probably do not require a refund. These are transactions where no payment was collected or payment was collected and matches the order as recorded in The Patron Edge. Select the Confirmed/Refunded tab to view transactions that have already been checked and for which a refund has been processed. Select the All tab to view and manage all flagged transactions, including any that have been confirmed and refunded. 5. Once a tab is selected, double-click an order to analyze it. The Analyzing Payback screen appears. If the order was completed successfully, the following message appears at the top of the screen: There is an order with the amount of: []. If refund is due, a refund amount recommendation appears at the bottom of the screen. It s important to note that the recommended refund amount displayed is only a recommendation. You should closely investigate each order before you refund a customer. 6. To view clearing transactions and their results, select the SRO Payments tab.

43 ADMINISTRATION SITE TASKS To view the messages sent between esro and SRO for the selected session, select the esro & SRO Activity tab. 8. To view the client navigation list for the selected session, select the esro Activity tab. This information can help you determine exactly where on your public site an error occurred. Note: On each tab, errors encountered appear in red for easy identification. 9. If you review a transaction and determine that a refund is necessary, enter the amount in the Enter Refund Value field. It is important to note that the value entered is recorded in the Patron Edge Online database, but no refund is processed. To refund the amount, you must access The Patron Edge and manually perform a refund. 10. To save, click Update. You return to the suspected Orders screen. Monitor Site Status Using tools accessed on the administration site, you can monitor the status of the site and related services to ensure they are running as expected. It is important to monitor the site status to make sure the public website is available and operating as expected.

44 40 CHAPTER 1 Check Connection To verify that the Patron Edge Online public site is up and running with all communication components functioning properly, open the administration site and at the top of the screen click Monitor. On the navigation bar, click System Status, Check Connection. The Check Connection screen displays a table that clearly notifies you if an issue exists. To refresh the screen, simply access the navigation bar and click Check Connection again. If your site and the related communication components are functioning as expected, a green checkmark appears in the Status column. If an error exists, a red sign with an exclamation mark appears in the Status column and the problem is described in the Error column. Take the Public Site Offline When you need to make updates to the public website or the site is experiencing unknown issues, you can temporarily take it offline, which makes it unavailable and stops all activity. Once offline, a message appears notifying users that the site is unavailable. The message displayed is customizable and is easily edited to suit your organization. Take the public site offline 1. On the Patron Edge Online administration site, at the top of the screen, click Administration.

45 ADMINISTRATION SITE TASKS On the navigation bar, select Maintenance, Update Site Status. The Update Site Status screen appears. 3. In the table, select the Site_Status record, which is number 15. The Code column displays the number of each record. 4. On the toolbar, click Edit. The Edit Record screen appears. 5. In the Value field, enter DOWN. This should replace the current value of UP. 6. Click Ok. You return to the Update Site Status screen and the new value of DOWN appears in the Value column of the table. The public website is now offline. To bring the site back online, repeat this procedure but change the Value field entry back to UP.

46 42 CHAPTER 1 Edit the message displayed when the public site is offline 1. On the Patron Edge Online administration site, at the top of the screen, click Content. 2. On the navigation bar, select Site Design, Language Settings. The Language Settings screen appears. 3. In the table, select record 151. The Code column displays the number of each record. 4. On the toolbar, click Edit. The Edit Record screen appears.

47 ADMINISTRATION SITE TASKS In the English (string) field, enter the text to appear on the public website when offline. The default message is The site is currently unavailable. Please try later To save the new offline message, click OK. You return to the Language Settings screen. Check Site Services To verify that the Patron Edge Online public site is up and running with all communication components functioning properly, open the administration site and at the top of the screen click Monitor. On the navigation bar, click System Status, Site Services. The Site Services screen appears. On the toolbar, click Check All Managers to display all services. From this screen, you can start, stop, restart and view the status of services integral to The Patron Edge Online. The default services displayed on this screen include: Toptix_eSRO_Listener2_1 - Receives and processes information from the Patron Edge communication and logic components. Toptix_eSRO_Listener2_2 - Shares the load with Toptix_eSRO_Listener2_1. Also receives and processes information from the Patron Edge communication and logic components. Sync_Mini_eSRO2_1 - Pulls information from the Patron Edge database and updates the Patron Edge Online database. Toptix_eSRO_Tasks2_1 - Runs various site checks and closes Patron Edge Online sessions. Toptix_eSRO_AutoReports2_1 - Sends daily sales reports to configured recipients. Toptix_SRO_Queues2_1 - Receives and holds information requests to be processed.

48 44 CHAPTER 1 Start, Stop, and Restart Service From the check site services screen, you can view and efficiently manage services integral to ThePatron Edge Online. To stop a service, click Stop all programs (1) next to the corresponding service. To start a service that has been stopped, click Start all programs (2) next to the corresponding service. To restart a service that is currently running, click Restart all programs (3) next to the corresponding service. Monitor Site Activity Using tools accessed on the administration site, you can monitor the activities of users and sales on your public site. There are multiple views of activity available, including all orders, all users and last errors.

49 ADMINISTRATION SITE TASKS 45 All Orders To view all orders placed on the Patron Edge Online public site, open the administration site and at the top of the screen click Reports. On the navigation bar, click Users and Orders, All Orders. The All Orders screen appears.

50 46 CHAPTER 1 The program sorts orders by date and time. To view details for each order, double-click an order in the grid or select an order and click View Order Details on the toolbar. The order record opens displaying additional information. Items purchased during the order are grouped together by tab, including tickets, merchandise, donations, memberships, subscriptions, and commissions. You access each tab to review specific details that correspond to the item type. For example, for tickets purchase, transaction information displayed includes: Name of the show Location Price type Net price Commission Total price of each ticket

51 ADMINISTRATION SITE TASKS 47 To review the user s activity on the Patron Edge Online public site, on the toolbar, click the View detailed activity on esro site button. This information can help you better understand how patrons are using your website. You can also view actions that occurred during the transaction between ThePatron Edge Online public site and ThePatron Edge. To view this information, access the toolbar and click the View detailed activity on esro & SRO systems.

52 48 CHAPTER 1 All Users To display all users who have created a login on your public website or who have purchased tickets from the site, open the administration site and at the top of the screen click Reports. On the navigation bar, click Users and Orders, All Users. The All Users screen appears. The users list is sorted by user code in descending order. To view all orders associated with a user, double-click on a user in the grid. All orders associated with that user appear.

53 ADMINISTRATION SITE TASKS 49 Last Errors To display the errors received by users while navigating the public website, open the administration site and at the top of the screen click Monitor. On the navigation bar, click Activity, Last Errors. The Last Errors screen appears. Each error record contains the date and time the error occurred, the action that failed, and the error string. The error list is sorted by the date and time the error occurred.

54 50 CHAPTER 1 To change the number errors retained and displayed on the Last Errors screen, click Administration at the top of the screen and on the navigation bar click System Setup, Table Rules. The Table Rules screen appears. Next, select the last_errors field (code 30) and on the toolbar click Edit. The Edit Record screen appears. To change the number of errors retained, access the Top Records field and enter a new number. Click OK to save. Esro Logs To display the errors received by users while navigating the public website, open the administration site and at the top of the screen click Monitor. On the navigation bar, click Activity, Last Errors. The Last Errors screen appears.

55 ADMINISTRATION SITE TASKS 51 To view logs for Patron Edge Online site service tasks performed and public site errors encountered, open the administration site and at the top of the screen click Monitor. On the navigation bar, click Logs, Esro Logs. The Esro Logs screen appears. The table displays details for each site service task performed. These details include the date and time each step of a task occurred and any errors encountered.

56 52 CHAPTER 1 Tracking To monitor user activity, orders placed, and errors encountered on the public site, open the administration site and at the top of the screen click Monitor. On the navigation bar, click Activity, Tracking. The Tracking screen appears. Search parameter fields appear at the top of the screen. You can use these fields to find and display specific information about users, orders, and errors. For example, you can search by company, date, customer name, customer ID, show, and venue. To view activity that as occurred between ThePatron Edge Online and ThePatron Edge, access the action bar above the grid and click View detailed activity on esro & SRO systems. Each row in the grid displays the action type, date, time, and details of the selected event. To view the navigation history of users as they clicked on the Patron Edge Online public site, access the action bar above the grid and click View detailed activity on esro Site. Each row in the grid displays the action, source, date, time, and description.

57 ADMINISTRATION SITE TASKS 53 Current Activity To display current user activity on the site in real-time, open the administration site and at the top of the screen click Monitor. On the navigation bar, click Activity, Current Activity. The Current Activity screen appears displaying ongoing shopping and various operations. Each session appears with the IP address and a unique code for identification. While navigating on the site, each action the user takes during the session is recorded individually. The program records vital information, including the time the user makes a selection, the action type, the entity selected, the related show, hall, event date, whether errors were encountered, and the value of the transaction. Basket Cleaner From the administration site, you can access the Basket Cleaner screen where you can perform an emergency purge of items from a customer s basket. This tool should be used with caution and is typically used only in emergency situations when unexpected errors occur and sessions do not close as expected. Purge items from a customer basket 1. On the Patron Edge Online administration site, at the top of the screen, click Monitor.

58 54 CHAPTER 1 2. On the navigation bar, select Activity, Basket Cleaner. The Basket Cleaner screen appears. 3. The From field displays a time and date that you can change to determine the basket contents displayed. For example, items displayed are those added to baskets prior to the date in the From field. To refresh the default parameters, on the toolbar, click Refresh. a. To select a specific date, click the calendar, select a date on the calendar, and click OK. You return to the basket cleaner screen and items added to baskets prior to that date appear. b. After selecting a specific date, access the toolbar and click Apply Changes. 4. The screen displays tabs for tickets, merchandise, donations, and programs. These tabs categorize basket items and help you find the basket to purge. Select the tab corresponding with an identifiable item contained in the basket you are manually purging. For example, a Saturday night opera series purchase appears on the Programs tab. 5. Once you have located an item from the appropriate basket, select it to continue purging all items from that basket. Note that all items from a specific basket will be purged if you continue. 6. Next, access the toolbar and click Clean Now to remove all items from the corresponding basket. A confirmation screen appears notifying you that the cleaning process succeeded. 7. Click OK to return to the Basket Cleaner screen.

59 ADMINISTRATION SITE TASKS 55 Activity Charts To graphically view a variety of current and historic user activity statistics, open the administration site and at the top of the screen click Monitor. On the navigation bar, click Activity, Activity Charts. The Activity Charts screen appears. In the Type frame, you can select to view former and current activity. Mark Former to view activity that occurred previously during a range of past dates you select. Mark Current to view activity from a selected date and time up to the present. In the Parameters frame you determine the period of time for which activity appears. In the Series section, you can designate specific filters that control the type of data displayed. These filters include various site, order, and kiosk parameters. To select a filter, mark the corresponding checkbox. Each filter you select appears in a different color on the chart. A dynamic legend is provided.

60 56 CHAPTER 1 Network Traffic To graphically view network traffic for your public site, open the administration site and at the top of the screen click Monitor. On the navigation bar, click Activity, Network Traffic. The Network Traffic chart screen appears. Using this tool, you can monitor the site to recognize trends and better understand when the highest levels of usage occur. In the Type frame, you can select to view former and current traffic. Mark Former to view traffic that occurred previously during a range of past dates you select. Mark Current to view traffic from a selected date and time up to the present. In the Parameters frame you determine the period of time for which traffic information appears. In the Series frame, you can view both incoming and outgoing traffic by marking either Input or Output. You can also display traffic in kilobytes (KB) or kilobits (kb) by marking the corresponding option. Ports Usage Reviewing ports usage information can help you monitor and troubleshoot bandwidth issues. For example, if the public site is under-performing, the network card could be the problem. Using the ports usage data provided, you can determine how much information the program is sending and receiving. You can then compare it to the bandwidth of the network card and determine if the card is a performance bottleneck.

61 ADMINISTRATION SITE TASKS 57 To graphically view ports usage for your public site, open the administration site and at the top of the screen click Monitor. On the navigation bar, click Activity, Ports Usage. The Ports Usage screen appears. In the Type frame, you can select to view former and current usage. Mark Former to view port usage that occurred previously during a range of past dates you select. Mark Current to view usage from a selected date and time up to the present. In the Parameters frame you determine the period of time for which usage information appears.

62 58 CHAPTER 1 Message Usage This screen displays statistics about processing messages sent back and forth between the ThePatron Edge Online and ThePatron Edge. To view message usage information, open the administration site and at the top of the screen click Monitor. On the navigation bar, click Activity, Message Usage. The Message Usage screen appears. On this screen, you can view former and current usage. Select the Former tab to view message usage that occurred previously during a range of past dates you select. Select the Current tab to view usage from a selected date and time up to the present. In the From and Interval fields you determine the period of time and interval for which message usage information appears.

63 ADMINISTRATION SITE TASKS 59 System Info The system information tool is a centralized dashboard you can use to review site data, so an administrator can quickly assess site performance and status. This tool samples system counters at specific intervals and displays the findings in charts. Use the system information tool 1. On the Patron Edge Online administration site, at the top of the screen, click Monitor.

64 60 CHAPTER 1 2. On the navigation bar, select Activity, System Info. The System Info screen appears. Note: If this is the first time you have accessed the system information screen, you may be prompted to install a required component. Follow the prompts to install the component and the system information screen appears. 3. To set the sampling rate, which is the duration in seconds between two consequent samplings, adjust the Refresh Rate slider to increase or decrease the rate. 4. In the Current box, use the tabs to view general site information, including the number of user requests, SQL messages, integration calls, and messages. 5. If you are using multiple servers, select the server and process ID to monitor. To select a server, click the corresponding server tab at the top of the screen. To select a process ID, select the corresponding ID tab located directly under the CPU and CPU History boxes. Note: Sites installed behind a load balancing system can use multiple IIS servers. On IIS version6, each server can execute the pages in more than one process on the same computer.

65 ADMINISTRATION SITE TASKS Directly below the process IDtab, to select what to monitor, select the corresponding tab. The tabs available include Screens, Screen Parts, Messages, and Integrations. 7. After you select an entity to monitor, select the specific counter for the information to display. The counters available appear directly below the entity tabs. 8. For Screens, select a counter: Data Grid - Lists the screens in use with current counters so you can drill down into each. SQLs count - Presents the number of SQL queries processed for each screen. SQLs Total AVG - Presents the total average process time of SQL queries (in milliseconds) for each screen. Count - Presents the number of screens in use. AVG - Presents the average process time (milliseconds) of each screen (including the SQL queries process time). 9. For Screen Parts, select a counter: Data Grid - Lists the screen parts in use and the current values of their counters. SQLs count - Presents the number of SQL queries processed for each screen part.

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