Add Ticket - Web
Create Guest Request or Internal Request tickets from anywhere in ALICE. Use the Ticket tab to view a list of all tickets by date and time, or by specific search/filter criteria.
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 Tickets.
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Consider also granting access to โViewโ, โEditโ, โCloseโ and/or โAssignโ Tickets depending on the tasks each user will be responsible for performing.
Users with โViewโ access will also receive notifications for unassigned tickets.
Things to Consider
Guest Requests and Internal Requests can be initiated by typing quick keys โgโ or โiโ on the keyboard from any screen in ALICE. Additional quick keys can be configured for commonly used Services. Review โAdd Favorites and Quick Keysโ to learn more.
Steps
Select โGuest Requestโ to initiate a ticket associated with a guest reservation or, select โInternal Requestโ to initiate a staff-to-staff ticket.
Select a โServiceโ from the dropdown. The Service selected will produce additional Service Options (or ticket fields) relevant to the type of ticket.
Enter information into the ticket fields.
Guest/Location - Add the associated guest or the location associated with the ticket request. Review โAdd a Guest Reservation from a Guest Requestโ to learn more about adding a guest reservation on the fly,
Special Info - Add any additional information that may assist with completing the ticket.
Internal Notes - Keep a running record of staff communication in Internal Notes.Add a Reminder if needed.
Select Save to open the ticket.