AL: Ticket Fields and Status Definitions

These data fields and statuses define the lifecycle and details of every Guest or Internal Request in Alice. These settings are configured in Alice Admin or applied during ticket creation.

• Search History: Tickets marked Closed or older than 3 years are removed from manual search but remain available in Reports.

Field Name	Definition	Required?
Service	The specific type of task or request (e.g., "Towel Delivery," "Fix AC"). This determines the default settings for the ticket.	Yes
Guest	The name associated with the reservation. Populates reservation data automatically.	Yes (Guest Req)
Location	The physical room or area where the service is required.	Yes
Due Date	The deadline for ticket completion. Defaults can be set per Service.	Yes
Assigned To	The specific user or facility responsible for the ticket.	No
Special Info	A field for additional context or specific instructions visible to staff.	No
Internal Notes	Staff-to-staff communication field not visible to guests.	No
Roll Over	If enabled, the ticket automatically moves to the next day's list if not closed by midnight.	No
Repeat	If enabled, the ticket will reoccur on a scheduled cadence (Daily, Weekly, etc.).	No

Status Type	Definition
Linear Status	Statuses follow a strict, predefined order (e.g., New → In Progress → Done).
Non-Linear Status	Tickets can be moved into any status at any time without a required path.
Open	Any status indicating the work is active (e.g., New, Accepted, In Progress).
Closed	Any status indicating the work is finished (e.g., Completed, Cancelled).