AL: How To Add Ticket on the Mobile App

The Hook Use this workflow to initiate Guest Requests and Internal Requests as tickets directly from a mobile device, ensuring tasks are not lost or forgotten when you are on the go.

 

Before you begin...

• Requires at least Employee User Type access.
• Must have access to the Ticket List tab enabled within your Roles.
• Must have access to Add Tickets enabled within your Roles. (Optional: Consider granting access to View, Edit, Close, and/or Assign Tickets depending on your specific responsibilities).
• Users with View access will automatically receive notifications for unassigned tickets.

The Steps:

1. Tap the circle + icon.                                                                                        
2. Select the Service by scrolling or searching the list. Any Favorites will be at the top of the list.
3. Select the type of request by toggling between Internal or Guest.
   • If the request is a staff-to-staff request, select Internal.
   • If the request is a guest-to-staff request, select Guest.
4. Enter information into the ticket fields. Fields will vary by Service selected. Required fields are noted with an asterisk.
5. Tap Save.

Learn more about ALICE default ticket fields:

• Location/Guest Room - This required field helps staff know the physical location that the ticket is associated with.
• Additional Notes - This optional field is a space to provide additional context on the ticket.
• Special Instructions - Is there something unique about this ticket that staff should be aware of? Maybe there is a sleeping baby in the room that requested that towel delivery. This optional field is a great place to capture those details.
• Assign To - All tickets are assignable to individual staff members or departments (Facilities), however the Assign To field is not required.

The Result Success: The ticket is created and saved. Any selected assignees will immediately receive a notification that a new ticket needs attention. (Note: If there is no specific assignee selected, all staff with access will receive a notification).

 

Troubleshooting & Callouts

• Note: If you tap the + icon but a list of services does not appear, you do not have the proper "Add Tickets" access enabled.
• Note: If you need to create a Guest Request for a guest who has not yet been added to Alice, you can add the new guest information directly from the mobile app during the ticket creation process.