Add, Copy, Edit, or Delete a Ticket
Tickets in ALICE will help teams stay accountable to guest requests and internal requests made on property. Workflow statuses provide all users with greater visibility into the progress of open tickets so that nothing is missed or forgotten. Tickets can be created from anywhere in ALICE; these instructions will outline creating, copying, editing, and deleting tickets from the Tickets tab on ALICE Desktop (web).
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/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)
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).
Jump to “Add a Ticket”
Jump to “Copy a Ticket”
Jump to “Edit a Ticket”
Jump to “Delete a Ticket”
Add a Ticket
Select “Guest Request” or “Internal Request” from the upper left corner of the Ticket tab.
When Guest Request is selected, enter the guest name associated with the reservation. Guest reservation information will auto-populate into the field when ALICE is integrated with the property PMS and the reservation is within 2 weeks (14 days) of the current days' date. If the reservation is not populating automatically, it is possible to add the reservation manually.Select a Service from the Service dropdown by scrolling the list or begin typing to search
Add supplementary information to the ticket. Required fields will be noted with an asterisk. (Available ticket fields will vary depending on property-specific configurations. )
Default fields include:
Special Info - Note any additional information that may assist with ticket completion.
Internal Notes - create staff-to-staff communication in the internal notes section.Select “Save” to create the ticket.
Copy a Ticket
Steps
There are two ways to copy a ticket in ALICE:
Copy a Ticket During Ticket Creation
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.
Copy an Existing Ticket
Select the ticket to open ticket details.
Select the “Copy” icon.
A new ticket window will appear. Use the checkboxes to select which fields to copy from the previous ticket.
Select “Save”.
Edit a Ticket
Select the ticket to open ticket details.
Select the “Edit” icon.
Select any field to edit that field, then select the checkmark to save. (Select the “x” to cancel)
To edit repeating tickets, use the Repeating Ticket Manager.
Delete a Ticket
Select the ticket to open ticket details.
Select the “Delete” icon.
To delete repeating tickets, use the Repeating Ticket Manager. Deleting tickets is a permanent action and cannot be reversed.