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Add Ticket - Web

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 โ€œRolesโ€ enabledโ€

  • Access to โ€œTicket Listโ€ tab.

  • Access to โ€œAddโ€ Tickets.

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Consider also granting access to โ€œViewโ€, โ€œEditโ€, โ€œCloseโ€ and/or โ€œAssignโ€ Tickets depending on the tasks each user will be responsible for performing.
Users with โ€œViewโ€ access will also receive notifications for unassigned tickets.

Things to Consider

  • Guest Requests and Internal Requests can be initiated by typing quick keys โ€œgโ€ or โ€œiโ€ on the keyboard from any screen in ALICE. Additional quick keys can be configured for commonly used Services. Review โ€œAdd Favorites and Quick Keysโ€ to learn more.

Steps

  1. Select โ€œGuest Requestโ€ to initiate a ticket associated with a guest reservation or, select โ€œInternal Requestโ€ to initiate a staff-to-staff ticket.

  2. Select a โ€œServiceโ€ from the dropdown. The Service selected will produce additional Service Options (or ticket fields) relevant to the type of ticket.

  3. Enter information into the ticket fields.
    Guest/Location - Add the associated guest or the location associated with the ticket request. Review โ€œAdd 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.

  4. Add a Reminder if needed.

  5. Select Save to open the ticket.

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