AL: How to View Reported Locations on Maintenance Tickets

The Hook Use this workflow to view the original reported room location for a maintenance ticket when a guest has moved to a different room. This ensures staff know exactly where an issue occurred for follow-up and recording purposes.

 

Before you begin...

• This feature is enabled by default and does not require a PMS integration.

• ALICE automatically identifies maintenance tickets based on the facility "types" configured in Admin settings (regardless of their custom name).

• ALICE communicates the Reported Location to Transcendent, even after a guest has switched rooms.

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The Steps Viewing on Desktop (Web)

1. Navigate to the Guest Tab (List View or Reservation View) to see the room move visual formatted as

Format → {LastRoom} > {Current Room}

2. Guest Tab, Reservation View: Reservations with room changes AND existing maintenance tickets will display a Room Move visual.

Format → {LastRoom} > {Current Room}

Tickets Tab, List View: Maintenance tickets associated with a reservation with a room move will display the reported room value in bold, blue font with an asterisk:
The “Reported Room” is the room associated with the reservation at the time that the ticket was created.

Tickets Tab, Ticket Details View: Maintenance tickets associated with a reservation with a room move will display the room move in the following format: {LastRoom} > {Current Room}
AND display the Reported Location field, highlighted in blue.

The “Reported Room” is the room associated with the reservation at the time that the ticket was created.

Viewing on Mobile (Alice Staff App)

Tickets, List View: Maintenance tickets associated with a reservation with a room move will display the ticket’s Reported Location on the ticket card, in bold blue color:

Tickets, Ticket Details View: Maintenance tickets associated with a reservation with a room move will display the guest’s current room, the Reported Location for the ticket, and the recent room move history 
 

Review the ticket details to see the guest’s current room, the Reported Location for the ticket, and the recent room move history

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FAQ:

 Q: What happens if there are multiple room moves?

A: ALICE only displays the last room move information that is relevant to the ticket/reservation. For maintenance tickets, ALICE will display the Reported Location and the current location as part of the room move. 
 

Q: What happens to existing tickets that are non-maintenance?

A: Existing and new tickets that are non-maintenance do not get affected by this logic. Those tickets will always display the guest’s current room, and reflect a new room in real time if there is a room change.

 Q: Does this work with the Transcendent integration?

A: Yes, ALICE communicates the Reported Location to Transcendent, even after a guest has switched rooms.

 Q: How does ALICE know if a ticket is a maintenance ticket?

A: ALICE uses facility/department “types” configured in our Admin settings that allow us to categorize them by different departments. Maintenance services belong to “Maintenance” type facilities/departments, which is how we can identify them easily, regardless of custom name.

Q: Can I submit feedback about this feature?

A: Absolutely -  Please use the Submit Feedback Feature within our Resource Center to submit a Feature Request. 
 

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