Add, Edit, or Close a Pinned Note
Pinned Notes are one way to communicate a message within ALICE to all desktop users on property or users with access to a particular Facility. These messages will be saved at the top of the ticket list. Create a note to show once or enable Roll Over or Repeat.
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 โRolesโ enabledโ
Access to โTicket Listโ tab.
Access to โAddโ and โViewโ Tickets.
Users with โViewโ access will also receive notifications for unassigned tickets.
Things to Consider
Close Pinned Notes once they are no longer needed.
Pinned Notes with a workflow status equal to open will not generate a red dot on the calendar.
If a user is granted permission to โAddโ Tickets but not โViewโ Tickets, they will be able to create Pinned Notes but will not be able to see any Pinned Notes.
Pinned Notes cannot be deleted, only moved to a closed status. It is, however, possible to delete the repetition on a Pinned Note to stop it from repeating further. ย ย
Expand/Collapse Notes using the chevron icon.
Jump to โCreate a New Pinned Noteโ
Jump to โEdit a Pinned Noteโ
Jump to โRemove Repeat from a Pinned Noteโ
Jump to โClose a Pinned Noteโ
Create a New Pinned Note
Steps
On the main ticket screen, select the notepad icon located at the top left-hand corner of the ticket list.ย
Enter a โDateโ. The Pinned Note will appear for the first time on this date.
Select an option to control how often the Pinned Note appears.
Single: Create a one-time note.
Roll Over: The note will appear on the Date and then every consecutive day until the workflow status has been changed to closed.
Repeat: Set the note to repeat. Scheduling a repeating Pinned note follows the same logic as scheduling a repeating ticket.Leave the โDepartmentโ field blank if this Pinned Note should be seen by everyone (with the proper access set up in Roles- see above). Select a specific Facility from the dropdown if the note should only be seen by users with at least โViewโ access to that Facility.
Use the โNoteโ field to enter the message.
Select โSaveโ to post the note to the top of the ticket list.
Edit a Pinned Note
Select the Pinned Note
Edit any of the fields as needed. (To Delete โRepeatโ, skip to โRemove a Repeat on a Pinned Noteโ)
Select โSaveโ.
For Repeating Pinned Notes, a confirmation message will appear. Determine if the changes should apply to all Pinned Notes in the series (โAll Notesโ) or to the individual Pinned Note selected in step 1 (โThis Noteโ).
Remove Repeat from a Pinned Note
To remove Repeat from a Pinned Note, a user must have access to โEditโ under Tickets (Roles).
Select the Pinned Note
Click โEditโ.
3. Select โDeleteโ in the Repeat settings window.
4. Select โSaveโ on the Pinned Note edit window to save the changes.
5. A confirmation message will appear. Determine if the changes should apply to all Pinned Notes in the series (โAll Notesโ) or to the individual Pinned Note selected in step 1 (โThis Noteโ).
Close a Pinned Note
Select a Pinned Note.
Select the workflow status dropdown.
Select โClosedโ
Select โSaveโ to save the workflow changes.
Closing a Pinned Note with Roll Over enabled will stop the note from moving to the next days date.
Closing a Pinned Note with Repeat enabled will not stop the note from repeating as scheduled. To stop a note from repeating, remove Repeat from the Pinned Note.