AL: Tickets Overview Reference

Tickets in Alice are the general term for Guest Requests and Internal Requests. The Tickets Tab consolidates all tickets into an organized list view where they are grouped by due date and time.

 

The Context

• Location: Ticket views and settings are accessed via the Tickets Tab, the gear icon for settings, and on the Alice Staff app (mobile).

The Data

Feature	Definition & Best Practice
Calendar View	Displays red dots on specific dates to indicate outstanding open tickets. Best Practice: Encourage staff to review the calendar at the start of each day to follow up on open items.
Search Bar	Allows you to keyword search any field within the ticket details.
Time Filter	Defaults to Today to give teams visibility into tickets with due dates equal to the current date. Toggle to All Time to see all existing tickets.
Status Filter	Allows you to quickly toggle between Open, Closed, and All tickets.
Advanced Filters	Use the Filters dropdown to search by additional criteria, including Guest Name, Room/Location, Custom Dates, Created On Dates, Departments/Facilities, Services, Workflow Status, Vendor, Assignee, Creator, Editor, or Escalation Status. Best Practice: Consider building a Saved Filter for search criteria accessed often.
Compact View	Abbreviates ticket-workflow statuses to the first initial, allowing users to see more relevant ticket information at a glance. This is accessed via the gear icon settings menu.
Background Color	Colors the tickets on the ticket list according to their applied workflow status. This is accessed via the gear icon settings menu.
Alerts	Select the bell icon to set an alert time relative to the ticket's due date. When an alert triggers, the ticket will turn red or flash red on the ticket list.
Ticket History	Select the Ticket History Icon to view a complete, detailed log of changes related to a specific ticket.

Limits & Considerations

• Mobile Availability Constraints: Tickets on the Alice Staff app (mobile) are only accessible for accounts that have purchased Service Delivery, Housekeeping, and/or Preventative Maintenance.
• User Setting Limits: Any settings changed via the gear icon (such as enabling Compact View or Background Color) are applied on a per-user basis. These changes will only be visible to the user who made them, not to all users.
• Multi-Day Tasks: If an action item requires multiple days to complete, you should consider enabling Roll Over so the ticket correctly moves to the next day's list.