AL: How To Add Dispatch Rule

Use this workflow to push ticket information via email to users outside of your Alice account. Because only Alice Staff can add a dispatch rule, this process requires submitting a request to the support team.

 

Before you begin...

• Only Alice Staff can add a dispatch rule to an account.
• Dispatch rules are only available as an email.
• Best Practice: Consider using a distribution list for the recipient emails rather than personalized email addresses. This allows your team to manage recipients internally without having to submit a support ticket every time an individual recipient changes

The Steps 

1. Compose an email to [e-mail].
2. Include your Property Name.
3. Specify the Facility & Service that the dispatch rule should apply to.
4. Provide the Recipient email addresses.
5. Send the email to submit your new dispatch rule request.

The Result

Success: The support team will configure the dispatch rule for your account to automatically send ticket details via email to the designated recipients.

 

Troubleshooting

• Note: Recipients can reply to the dispatch email to update the ticket, but Alice will only analyze the first line of text as a response.
• Note: Any notes added via an email reply will be included in the Internal Notes section of the ticket.
• Note: If you need to update the ticket status via email reply, you must use the specific hashtags mentioned in the email