9.2 Enhancements for Help Desk (GetHelp) Release

Frontline Education is pleased to announce the latest enhancements for Help Desk (GetHelp), which includes new list filters for the "All Tickets" grid.

Release Overview

Highlights include:

• List Filter (All Tickets Grid)
  • List: None
  • List: Ticket’s I’ve Submitted

List Filter (Tickets Grid)

To enhance navigation and ticket visibility, version 9.2 introduces a new List filter at the top of the "Tickets" grid. This drop-down allows users to quickly filter the grid based on specific ticket relationships, starting with two options: List: None (the default view) and List: Tickets I Submitted.

Accessing the New List Filter

1. Navigate to Tickets > All Tickets from the top menu.
2. In the "Tickets" grid, locate the new List drop-down next to the "View: Active Tickets" filter at the top of the grid.
3. Use this drop-down to filter tickets by:
   • List: None (default; unrestricted view)
   • List: Tickets I Submitted (only the tickets you personally submitted)

Although this initial release focuses on submitted tickets, future updates will expand the "List" options to include "Tickets I’m in a Service Group For" and "Tickets I’m Following," making it even easier to focus on the tickets most relevant to you.

List: None

Before applying any list-based filters, users will see the "Tickets" grid in its default state: "List: None." This option ensures a full, unrestricted view of tickets based on your role-based permissions and any custom filters you apply.

"List: None" is the default selection in the new "List" filter. When selected:

• No predefined user-based filters (such as submitted, followed, or assigned tickets) are applied.
• The "Tickets" grid displays results based on your standard access permissions and any column-level filters you manually apply.
• This view behaves exactly like the grid did prior to version 9.2, giving you the full, unfiltered ticket list based on your role, site, and service group access.

Think of "List: None" as your starting point: a flexible, unfiltered workspace that can be further refined using column filters or other grid tools.

List: Tickets I Submitted

We have introduced a new "Tickets I Submitted" filter option at the top of the "Tickets" grid. This filter allows Technicians and Admins to quickly access tickets they personally submitted. This feature ensures even tickets outside a user’s usual assignment scope, such as those associated with other service groups or sites, remain visible, if they were the original submitter.

Selecting "List: Tickets I Submitted"

Selecting "List: Tickets I Submitted" from the "List" filter dropdown will automatically display only the tickets you personally submitted in the "Tickets" grid. This view is designed to simplify tracking and follow-up by helping you quickly location tickets you’ve opened, regardless of where they are assigned.  

What this filter includes:

• All tickets where you are the submitter: You will see every ticket you submitted, regardless of problem type, service group, or site it belongs to.

  

• Works with other filters: You can apply additional column filters such as "Status," "Assigned To," or "Priority" to further filter the results. When you open the filters flyout, you can reset all filters or add more.

  

• Export support: When exporting while this filter is active, only the visible filtered results (your submitted tickets) will be included in the export file.

  

• Grid state is preserved during session: If you click into a ticket and return to the grid, your filters, sort order, and page settings remain intact. If you log out of the system and log back in, your grid will be reset with the List options defaulting back to "List: None."

• Clear messaging when no tickets are found: If no tickets match the criteria, the grid will display the message "No records available."

  

Previous Releases

The following are release notes for prior releases.