The Hook Use this workflow to create, copy, modify, and delete guest or internal requests from the Tickets tab on Alice Desktop (web) so your team can stay accountable and track progress.
Before you begin...
• Requires at least Employee User Type access.
• Requires specific Role settings enabled: Access to the Ticket List tab, plus specific permissions for the action being performed (Add/Copy requires Add and View Tickets; Edit requires View and Edit Tickets; Delete requires View and Delete Tickets).
• Note: Granting access to delete tickets via Roles is not recommended.
The Steps
Adding a Ticket
1. Click +Guest Request or +Internal Request from the upper left corner of the Ticket tab.
2. Enter the guest name associated with the reservation (if +Guest Request is selected).
3. Select a Service from the dropdown by scrolling or typing to search.
4. Add supplementary information to the ticket, such as Special Info or Internal Notes. (Note: Required fields are noted with an asterisk).
5. Click Save to create the ticket.
Copying a Ticket During Creation
1. Initiate a +Guest Request or +Internal Request and fill out the ticket fields.
2. Click Copy (instead of Save) to save the first ticket and open a new ticket window.
3. De-select any checkboxes for fields that should not copy over to the new ticket.
Copying an Existing Ticket
1. Select a ticket to open the ticket details.
2. Click the Copy icon.
3. Select the checkboxes for the fields to copy from the previous ticket.
4. Click Save.
Editing a Ticket
1. Select a ticket to open the ticket details.
2. Click the Edit icon.
3. Select any field to edit the content, then click the checkmark to save.
Deleting a Ticket
1. Select a ticket to open the ticket details.
2. Click the Delete icon.
The Result Success: Your ticket will be successfully added, duplicated, updated, or permanently removed from the ticket list.
Troubleshooting
• Note: Deleting tickets is a permanent action and cannot be reversed.
• Note: To edit or delete repeating tickets, you must use the Repeating Ticket Manager.
• Note: Tickets can be quickly initiated using hotkeys. Type g from anywhere in Alice to initiate a Guest Request, or type i to initiate an Internal Request.
• Note: Alerts can be set manually by clicking the bell icon and choosing an alert time relative to the ticket due date.
• Note: Users with View access will also receive notifications for unassigned tickets.
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