Favorites/Quick Keys are shortcuts to initiate commonly created tickets.

User Type & Roles

To perform this action in ALICE, the user must have at least Employee User Type access.

The user must also have the following settings within “Roles” enabled”

• Access to “Ticket List” tab.

  

• Access to “Add”, “View”, and “Edit” Tickets.

  

Things to Consider

• Quick Keys/Favorites are created and visible by individual users. It is not possible to share Quick Keys/Favorites across users.

• Favorites set by a user on ALICE Desktop (web) will also be available to that user on ALICE Staff app (mobile).

• Favorites set by a user on ALICE Staff app (mobile) will also be available to that user on ALICE Desktop (web).

• Quick Keys cannot be created on the ALICE Staff app (mobile)

• Once a Favorite/Quick Key is set, the shortcut works from anywhere within ALICE. A ticket can be initiated from any tab by typing the Quick Key

Steps

1. Select “+Guest Request” or “+Internal Request” to start a ticket.

2. Select a Service, then select the star icon next to the Service name to Favorite this Service.

   

3. A Quick Key letter will be auto-assigned. To change the letter, select the box and type a new letter.

   

4. Hover the mouse over Guest Request or Internal Request to access a list of Favorites. Select from the list to initiate a ticket with that Service selected.

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