Add, Edit, or Close a Reminder
Reminders help manage requests that are made in advance by adding another line item to the ticket list. Reminders have their own date field and therefore can show up on a different date than the actual request. Reminders also have a status independent of the ticket they are associated to which allows teams to track their progress more accurately.
For example, a VIP guest calls to make a reservation at the restaurant on property one day in advance. The guest request ticket created will carry a due date of the actual dining date. Reminders can be associated with the ticket for tasks that need to occur prior to the dining date. Reminders can be added before or after saving a ticket, but always need to be associated with a parent ticket.
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.
To add Reminders while creating a new ticket, access to “Add” Tickets.
To add Reminders to existing tickets, access to “View” and “Edit” Tickets.
Users with “View” access will also receive notifications for unassigned tickets.
Things to Consider
Close Reminders when the task has been completed. Open Reminders on past dates will show as a red dot on the calendar view.
Jump to “Add Reminder to New Ticket”.
Jump to ”Add Reminder to Existing Ticket”.
Jump to “Edit Reminder”.
Jump to “Close Reminder”
Add Reminder to New ticket
Steps
Initiate a Guest Request or Internal Request ticket.
Select the “Reminders” section at the bottom of the ticket to expand the section.
Select a date option, then select a time. This setting will control where the Reminder appears on the ticket list.
Days Before: Select the number of days prior to the ticket due date the Reminder should appear on the ticket list. A preview of that date will display.
Date: Select a specific date for the Reminder to appear on the ticket list.Enter a description for the Reminder. Ex: “Book reservation”
Roll Over is enabled by default. Determine if the Reminder should Roll Over to the next day’s date if it has not been closed. (recommended) Learn more about Roll Over in Tickets.
To add another Reminder, select “+Add Reminder” and repeat the steps above.
Select “Save” on the ticket.
Add Reminder on an Existing Ticket
Steps
Select a ticket.
Select the “Reminders” section at the bottom of the ticket to open ticket details and expand the section.
Begin adding the reminder by or Select “+Add Reminder” if there is already an existing Reminder.
Select a date option, then select a time. This setting will control where the Reminder appears on the ticket list.
Days Before: Select the number of days prior to the ticket due date the Reminder should appear on the ticket list. A preview of that date will display.
Date: Select a specific date for the Reminder to appear on the ticket list.Enter a description for the Reminder. Ex: “Book reservation”
Roll Over is enabled by default. Determine if the Reminder should Roll Over to the next day’s date if it has not been closed. (recommended) Learn more about Roll Over in Tickets.
To add another Reminder, select “+Add Reminder” and repeat the steps above.
Select “Save” on the Reminder, then select “Save” on the ticket.
Edit Reminder
Steps
Select a ticket.
Select the “Reminders” section at the bottom of the ticket to open ticket details and expand the section.
Select a field to edit. Then, select the checkbox to save the edit.
Close the Reminder
Steps
Select the Reminder from the ticket list.
Select the Reminder Status in the highlighted header. Then, select “Finish”.
To close the Reminder only, select the status in the highlighted header of the ticket, not the main ticket status at the bottom of the ticket details.
It is possible to update ticket status AND Reminder status. Updating a ticket to a closed status with open Reminders will prompt a warning and provide options to proceed by ignoring the open Reminders, Viewing the open Reminders, or closing the open Reminders.