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Add, Edit, or Close a Pinned Note

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 โ€œRolesโ€ enabledโ€

  • Access to โ€œTicket Listโ€ tab.

  • Access to โ€œAddโ€ and โ€œViewโ€ Tickets.

Users with โ€œViewโ€ 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 โ€œAddโ€ Tickets but not โ€œViewโ€ 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 โ€œCreate a New Pinned Noteโ€

Jump to โ€œEdit a Pinned Noteโ€

Jump to โ€œRemove Repeat from a Pinned Noteโ€

Jump to โ€œClose a Pinned Noteโ€

Create a New Pinned Note

Steps

  1. On the main ticket screen, select the notepad icon located at the top left-hand corner of the ticket list.ย 

  2. Enter a โ€œDateโ€. The Pinned Note will appear for the first time on this date.

  3. 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.

  4. Leave the โ€œDepartmentโ€ 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 โ€œViewโ€ access to that Facility.

  5. Use the โ€œNoteโ€ field to enter the message.

  6. Select โ€œSaveโ€ to post the note to the top of the ticket list.

Edit a Pinned Note

  1. Select the Pinned Note

  2. Edit any of the fields as needed. (To Delete โ€œRepeatโ€, skip to โ€œRemove a Repeat on a Pinned Noteโ€)

  3. Select โ€œSaveโ€.

  4. For Repeating Pinned Notes, a confirmation message will appear. Determine if the changes should apply to all Pinned Notes in the series (โ€œAll Notesโ€) or to the individual Pinned Note selected in step 1 (โ€œThis Noteโ€).

Remove Repeat from a Pinned Note

To remove Repeat from a Pinned Note, a user must have access to โ€œEditโ€ under Tickets (Roles).

  1. Select the Pinned Note

  2. Click โ€œEditโ€.

3. Select โ€œDeleteโ€ in the Repeat settings window.

4. Select โ€œSaveโ€ 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 (โ€œAll Notesโ€) or to the individual Pinned Note selected in step 1 (โ€œThis Noteโ€).

Close a Pinned Note

  1. Select a Pinned Note.

  2. Select the workflow status dropdown.

  3. Select โ€œClosedโ€

  4. Select โ€œSaveโ€ 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.

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