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Access to “Ticket List” tab.
To Add/Copy: access to “Add” and “View” Tickets.
To Edit: Access to “View and “Edit” Tickets.
To Delete: Access to “View” and “Delete” Tickets. (Not recommended)
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Users with “View” access will also receive notifications for unassigned tickets. |
Things to Consider
Tickets can be initiated using hotkeys. Type “g” from anywhere in ALICE to initiate a Guest Request. Type “i” to initiate an Internal Request from anywhere in ALICE.
Deleting tickets is a permanent action and cannot be reversed. Granting this access via Roles is not recommended.
Alerts can be set manually as tickets are added, or added later by accessing ticket details. When a ticket alerts, it will turn red or flash red on the ticket list. To add an alert, select the bell icon and choose an alert time (Alert times are relative to the ticket due date).
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Begin by creating the Guest Request or Internal Request.
Before selecting “Save”, select “Copy”.
4. The first ticket will be saved immediately and a new ticket window will open. Any fields that were filled in on the first ticket will be auto-filled on the new ticket. De-select any checkboxes that should not copy over to remove the field.
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