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Flow: Admin Emergency Ticket Printing (Match Day Support)

Actor

Box office staff / customer support agent at physical booth on match day

Preconditions

  • Match day operations active
  • Physical support booth staffed and operational
  • Admin has access to support portal with ticket lookup and printing capabilities
  • Fan unable to access digital tickets (phone lost, battery died, app malfunction, etc.)

Flow Steps

  1. Fan Arrival at Support Booth

    • Fan approaches physical support booth on match day
    • Explains situation (lost phone, dead battery, cannot access app, technical issues)
    • Provides identification details for ticket lookup

  2. Ticket Lookup

    • Support agent logs into admin support portal
    • Searches for tickets using one of the following methods:
      • By OIB: Enter fan's 11-digit Croatian OIB
      • By Passport number: For non-Croatians
      • By Order Number: Enter order/confirmation number
      • By Email: Search by registered email address
      • By Phone Number: Search by registered mobile number
      • By Name : Search by full name and select match from dropdown
    • System queries database for tickets matching search criteria for today's match

  3. Identity Verification (In-Person)

    • System displays found tickets with holder information
    • Agent requests physical identification from fan:
      • Croatian ID card (osobna iskaznica)
      • Passport (for foreign nationals)
    • Agent manually verifies:
      • Name matches ticket holder name exactly
      • OIB matches (for Croatian nationals)
      • Photo on ID matches person in front of them
      • ID is valid (not expired)
    • Agent checks system for blacklist status
    • If verification successful, agent proceeds to print

  4. Print Physical Backup Ticket

    • Agent selects ticket(s) to print from search results
    • System generates print-ready ticket with:
      • QR code (same as digital ticket)
      • Match details (date, time, opponent, venue)
      • Seat information (sector, row, seat number)
      • Holder name and partial OIB (last 4 digits)
      • "EMERGENCY REPRINT" watermark with timestamp
      • Order number and ticket ID
    • Agent prints ticket(s) on secure ticket stock
    • System logs print event with timestamp, agent ID, and reason

  5. Ticket Delivery and Instructions

    • Agent hands physical ticket(s) to fan
    • Provides verbal instructions:
      • "Use this ticket for entry at the gate"
      • "Keep your ID with you; you may be asked to show it at the gate"
      • "This is a one-time use ticket; do not share the QR code"
    • Agent confirms fan understands instructions

  6. Documentation and Audit Trail

    • Agent adds note to ticket record:
      • Reason for reprint (e.g., "Lost phone", "Dead battery", "App malfunction")
      • Verification method used (ID type)
      • Time and date of reprint
      • Agent name/ID
    • System marks ticket as "Emergency Reprint Issued"
    • Audit log updated for security tracking

Alternative Flows

A1: Ticket Not Found

  • System returns no results for provided search criteria
  • Agent double-checks search parameters with fan
  • Attempts alternative search methods (different fields)
  • If still not found:
    • Agent asks for confirmation email
    • Searches by different identifiers from confirmation
    • If unable to locate: "We cannot find tickets under your details for today's match"
    • Provides options: Contact original purchaser, check other matches, or purchase new tickets at box office (if available)

A2: Identity Verification Fails

  • Name on ID doesn't match ticket holder name
  • Agent sees discrepancy: "Ticket is for [Name A], but ID shows [Name B]"
  • Actions:
    • Ask if ticket was purchased by someone else using their OIB
    • Request proof of purchase (email confirmation, bank statement)
    • Request contact with original purchaser for verbal confirmation
    • If cannot verify: Cannot issue printed ticket
    • Escalate to supervisor for approval if fan has compelling reason
  • If verification cannot be completed: Politely deny printing and provide customer support contact for resolution

A3: Fan is Blacklisted

  • During lookup, system flags fan as blacklisted
  • System displays blacklist status to agent (reason may be shown)
  • Agent tactfully explains: "I'm unable to issue tickets at this time. Please speak with our security team."
  • Agent discreetly notifies security personnel
  • Does not provide specific blacklist reason to fan (security policy)
  • Security personnel handle situation according to protocol
  • No tickets printed; incident logged

A4: Duplicate Print Request

  • System shows this ticket was already reprinted earlier today
  • Display previous reprint details (time, agent, reason)
  • Agent asks: "We see this ticket was already reprinted at [time]. What happened?"
  • Possible scenarios:
    • Fan lost printed ticket: Verify identity again, print second copy with "2ND REPRINT" notation, charge reprint fee if policy requires
    • Fan claims never received: Investigate with previous agent, verify identity thoroughly, escalate to supervisor
    • Potential fraud attempt: If suspicious, deny and escalate to security
  • Log all duplicate requests for pattern detection

A5: Ticket Cancelled

  • System shows ticket is cancelled and is no longer valid
  • Agent sees timestamp and reason
  • Informs fan: "Our records show this ticket was cancelled on [date]"
  • Asks if fan was aware
  • If fan disputes: Provide details and customer support contact

Last Updated: November 2025