Frontline Education is pleased to announce the latest enhancements for Help Desk (GetHelp), which includes the ability to view previous submitter ticket(s) and User Portal Knowledge Base functionality.

Release Overview

Highlights include:

• View Previous Submitter Ticket(s)
• User Portal Knowledge Base

View Previous Submitter Ticket(s)

The new "Submitter History" tab on the right side of the ticket view lets the technician quickly see the quantity of previous tickets for the "Submitted By" user and view past ticket details without leaving your ticket page.

Service Desk: Submitter History Tab

• From the "Service Desk" view, previous tickets opened by the "Submitted By" user can be viewed on the right side of the ticket page on a tab called "Submitter History."
• The "Submitter History" tab will display in parenthesis “(X)” the quantity of previous tickets for the submitter.
• If the "Submitted By" user has no history of previous tickets, “(0)” will display on the "Submitter History" tab. The "Submitter History" will also show zero “(0)” if this is the first ticket they have submitted.

• Clicking the "Submitter History" tab will display a list of previous tickets, unless the ticket has been removed. All ticket statuses will show in results.
• Tickets are shown in order of most recently submitted.
• The "Submitter History" tab displays up to 8 tickets in the results listing per page.
• Paging arrow icons will display at the bottom of the results listing to view older tickets or return to the start.

• Clicking on a ticket opens a new browser tab so the technician or admin does not lose their work on the original ticket.
• Three tabs are now possible to view from a ticket:
  1. "Quick Help" tab - If there is a knowledge base article relevant to the ticket the Quick Help Tab will be listed first.
  2. "Tag History" tab - If a tag is associated to the ticket with previous tickets, the "Tag History" tab will be listed next.
  3. "Submitter History" tab – If the submitted by user has previous tickets, the "Submitter History" tab will be listed at the bottom.
• When any one of the tabs is clicked to display results, the other tabs can be found on the left side for the user to toggle between tabs, as shown below.

• If a technician or admin performs a search from the top navigation while viewing a ticket with "Submitter History," "Quick Help," or "Tag History" tabs present, the tabs will be hidden behind the search results and not be viewable until the search results are closed.

Other Considerations

• Depending on the user's computer/browser resolution, the "Quick Help," "Ticket History," and "Submitter History" tabs may have more or less spacing between them. We recommend using 100% resolution on your browser window. If you change your resolution, the tabs may be spaced further apart.
• If a submitter's ticket is missing from the flyout, it may mean the submitter's name is not associated to the ticket as the "Submitted By" user.
• If the technician has a restricted user view based on site, problem type, or service group, they will not be able to view the restricted tickets in the previously submitted tickets. They will be able to see tickets they are assigned to, are following, or have access to.

User Portal Knowledge Base

From the "User Portal," your "Knowledge Base" articles are now accessible to your end users ("Staff" and "Student") directly from the top navigation on the homepage without the need to open a new ticket. From the "Service Desk," "Technicians" and "Admins" can share article links to users, and users can open links and/or search for articles from the "User Portal" on their own.

Hide Articles from the User Portal or Students

The "Knowledge Base" has new options for published articles. By default, the options will be unchecked, leaving the article for everyone to view from the "User Portal." To hide articles from the "User Portal" or just from "Students," follow the steps below:

1. Click on Create New Article or Edit an existing article (if you are an admin, or your own article if you are a technician.)
   • Articles support rich text editor and can handle embedded pictures or videos.
2. As you are editing or creating an article, you will notice two new options are present below “Link to Tickets”: Hide this article from User Portal and Hide this article from Students.
   • Hide this article from User Portal - By choosing to hide this article from the "User Portal," you are hiding it from all users who are not technicians or admins.
   • Hide this article from Students - By choosing to hide this article from "Students," you are choosing to allow "Staff" members (who have successfully added their ID to access the "User Portal") to see the article. "Students," as well as "Staff" who have not updated their ID in Help Desk's "User Portal," will not be able to view these articles.

Reminders

• Technicians can create articles and save drafts.
• Technicians can edit articles they create.
• Only admins can publish articles.
• Only articles in a status of “Published” can be viewed by technicians and users in the system.
• Please verify the status of an article is not “Draft Saved” or “Pending Approval” if the article should be found by technicians or users.

Search Knowledge Base Articles from the User Portal

The option to search the district's knowledge base articles is available when a "Staff" or "Student" user logs in to the Help Desk "User Portal."

• Upon logging in to the User Portal, the Knowledge Base button will appear on the top navigation next to the Create Ticket button. If no "Knowledge Base" articles are available for the end user to view, the button will be hidden and not display.

• On the “Knowledge Base” page, the "Articles" grid is by default filtered by the most helpful articles. "Helpful Articles" are decided by users viewing articles when they click the This Was Helpful button.

• The article grid has searchable and filterable columns:
  • Title (Search and Sort) – By knowledge base article title
  • Author (Search and Sort) – By original creator of the article
  • Category (Search, Single, or Multi-Select) – By default category assigned to article
  • Last Updated (Sort only) – By last time the article was published; this could be when the article was created or if edits were saved
  • Helpful (Sort only) – By number of times users clicked the This Was Helpful button on an article
• On the top of the "Knowledge Base Articles" grid are quick "Category" buttons to help users filter the grid. Multiple "Category" buttons can be selected at one time. The "Category" options listed at the top are hard-coded and are the categories an "Admin" or "Technician" chooses when creating an article. The options are: "Application Error," "E-Mail," "Hardware," "Network," "Other," "Request," "System Error," "Telecommunications"

Open Knowledge Base Articles from the User Portal

• To open a "Knowledge Base Article" from the grid, click on the title hyperlink.
• The title hyperlink will open a new browser tab to display the article.
• The article page has different options for the user to select:
  • Back - Opens the "Knowledge Base Article" grid with their search results. If no search criteria were entered on the article grid, the Back button will display articles sorted by most helpful (default sort order).
  • Share Button – The Share icon will open a share tray with multiple options for the end user. See below for further details.
  • Related Articles - Displays articles on the grid with the same category as the article they are viewing.
  • This Was Helpful - When clicked, adds a count to the "Helpful" column of the articles grid, causing the article to display higher in the default listing. Once this button is clicked, it will disappear for that user on future views of that article.

Share Article

The "Service Desk" and "User Portal" now have the option to quickly share "Knowledge Base Articles" with users.

Share Icon

The Share Article icon is present from the five following locations:

1. Service Desk > Knowledge Base > Article Grid - Only "Published" status articles can be shared, otherwise the share icon is disabled.

2. Service Desk > View Ticket - "Quick Help" flyout when viewing a ticket.

3. Service Desk > Create/Edit Ticket - "Quick Help" flyout when creating a ticket.

4. User Portal > Knowledge Base > Article Page - The share icon is present on the page displaying the article.

5. User Portal > Create Ticket - "Quick Help" flyout when creating a ticket.

• Clicking the Share Article icon will display an option tray to: Share to Ticket Number, Copy Link, Export to PDF, and Export to JPEG.

Share to Ticket Number

A modal will popup to enter a Help Desk Ticket Number(s) and Comment. Tickets that are not closed or removed will be able to be searched.

• "Ticket Number" field
  • Ticket number must be in the status of “Open,” “New,” “Pending Approval,” “In Progress,” or “On Hold.”
  • As a "Staff," "Student," or "General" user: You will only be able to enter/search for ticket numbers you have submitted or are following.
  • As a "Service Technician": You will only be able to enter/search for ticket numbers you have permission to view.
  • As an "Admin": You will be able to see all tickets in the system.
  • If a user types in a ticket number they do not have access to, they will not be allowed to share the article.
  • Only numeric numbers are valid entries in the "Ticket Number" field.
  • While typing, the first 10 matching "Ticket Numbers" will display as options to select.
  • While viewing options, the "Ticket Summary" will display next to the "Ticket Number."

• Up to 100 tickets can be selected to share an article at one time.
  • Once 3 "Ticket Numbers" are selected, the display adjusts to show the quantity of tickets selected instead of the "Ticket Numbers."

• "Comment" field
  • The link to the "Knowledge Base Article" will automatically appear in the Comments field.
  • If you remove the link to the "Knowledge Base Article" without adding your own comment text to the field, clicking Confirm will include the article link to the ticket Public Comments.

• • If you remove the link for the "Knowledge Base Article" and add your own comment text to the field, clicking Confirm will not include the article link to the ticket.
  • The comment box can hold 8,000 characters, similar to the other comment fields in the system. However, this comment field does not contain a rich text editor (i.e., no formatting of the text or pictures can be added).
• The email will include a hyperlink to the knowledge base article.

• Clicking the link will prompt the user to sign into the Help Desk to validate credentials. A user must be logged in to the Help Desk system to see a shared article. The Help Desk system will check to make sure the user has access to view the article. If the user does not have the appropriate permissions, it will not let them view the article.

Email Settings

To ensure emails are delivered from Help Desk to users, please make sure the settings shown below are turned on.

Depending on your notification set up, your users and technicians will receive email communication that the article has been posted.

• Clicking Confirm will share the article to the tickets selected, with comments entered.
  • If all tickets selected are successfully shared, a green toaster message will display confirming the article and comment have been shared successfully.

• • If 5 or fewer tickets selected fail to successfully share, a red toaster message displays, listing the ticket numbers.

• • If more than 5 tickets selected fail to successfully share, a red toaster message displays, listing the quantity of failures and a link to download an Excel spreadsheet of all the ticket email failures. A share to a ticket may fail when server connection is severed. This can happen due to a hiccup on the backend or when the internet connection is lost. The Excel error report lists the articles and ticket numbers.

• • If all tickets selected fail to successfully share, a red toaster message displays to let you know that ALL shares have failed.

• A user must be logged into the Help Desk system to see a shared article. The Help Desk system will check to make sure the user has access to view the article. If the user does not have the appropriate permissions, it will not let them view the article.

Copy Link

• Clicking Copy Link will automatically copy the "Knowledge Base Article" URL to your clipboard, which you can paste in a ticket comment, ticket description, or in your browser address bar.
• This "Knowledge Base Article" URL, once copied, can be shared outside the system as well.
• A user must be logged into the Help Desk system to see a shared article. The Help Desk system will check to make sure the user has access to view the article. If the user does not have the appropriate permissions, it will not let them view the article.

Export to PDF

Clicking Export to PDF will download a PDF file version of the "Knowledge Base Article." The file will open in your preferred PDF application.

Export to JPEG

Clicking Export to JPEG will download a JPEG file version the "Knowledge Base Article."

Other Considerations

• When an article is shared to a technician or admin through a link, the technician or admin will be redirected to the dashboard. We have identified this bug and will be fixing it in version 7.2, to be released this summer. This fix will also introduce “Technician-Only Articles.”
• To copy an article link, the user can also copy the URL from the browser address bar.

Previous Releases

The following are release notes for prior releases.

Version	Release Date
6.3 Release Notes	March 2, 2023
6.2 Release Notes	June 14, 2022
6.1 Release Notes	March 29, 2022