The Alice + Transcendent two-way integration unifies operations by allowing Guest Services and Housekeeping to send requests from Alice directly to Engineering teams using Transcendent. Use this workflow to configure the necessary facilities and services to enable this data flow.
Before you begin...
• Requires Hotel Admin User Type access.
• The integration must be enabled by Alice Support (requires Webhook configuration).
• If part of a Hotel Group, the Engineering Facility must be toggled "On" in the Portfolio Manager.
The Steps
1. Create the Engineering Facility
◦ Navigate to Alice Admin > Facilities.
◦ Add a new Facility named "Engineering" (or copy from the standard template if available).
◦ Ensure the Facility is associated with the TR /AL Engineering Workflow.
2. Configure Engineering Services
◦ Within the Engineering Facility, create or edit the Services (e.g., "Light Bulb," "Plumbing").
◦ Check the boxes for Guest Request and Internal Request for each service to ensure they are visible to staff creating tickets.
3. Verify Transcendent Mapping
◦ Contact Alice Support to confirm the Customer ID is added to the Transcendent Gateway Mapping table.
◦ Ensure the Transcendent Admin user is added to the Hotel Group's "Responsibility List".
4. Test the Data Flow
◦ Create a test ticket in Alice under the Engineering Facility.
◦ Verify that the request appears in Transcendent as a Work Order.
◦ Note: When the status updates in Transcendent (e.g., to "In Progress" or "Done"), the status should automatically update in Alice.
Tickets created in Alice Engineering populate in Transcendent, and status updates sync back to Alice in real-time.
Troubleshooting
• Note: If tickets remain in a "New" status without syncing, verify that the Webhook URL is correctly configured for your specific customer ID.
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