9.3 Enhancements for Help Desk (GetHelp) Release

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

Release Overview

Highlights include:

• List Filter (All Tickets Grid)
  • List: Tickets I’m in a Service Group For
• Custom Reporting
  • Actions: Delete & Share Reports
  • Shared Reports
    • Share Reports Tab/Grid
    • Email Notifications

List Filter (All Tickets Grid)

Version 9.3 expands the List filter at the top of the "Tickets" grid with a new option: "Tickets I am in a Service Group For." This view shows tickets assigned to any service group you belong to, regardless of whether you are the submitter, assignee, or follower.

This filter improves visibility into your service group’s workload and supports team-based collaboration and triage.

Access the Enhanced List Filter

1. Go to Tickets > All Tickets.
2. In the "Tickets" grid, find the List drop-down next to the "View: Active Tickets" filter.
3. Choose Tickets I am in a Service Group For to see only tickets tied to your service groups.
   

List: None (Default)

"List: None" provides a full, unrestricted view of tickets based on your role-based permissions and any custom filters you apply. Use this as a starting point and refine with column filters as needed.

When Using “Tickets I am in a Service Group For”

• The grid shows tickets that include at least one service group you belong to as a Service Technician or Service Admin.
• You can apply additional filters (for example, "Status," "Priority," "Assigned To") to refine the results. The current sort order, column layout, and filters persist while you remain on the page.
  
• Exporting while this filter is active includes only the visible filtered results.
  
• If no tickets match the criteria, the grid displays: "No records available."
  

Custom Reporting Enhancements

Version 9.3 introduces shared reports and report deletion in Custom Reporting, expanding the Custom Reporting (Beta) capabilities from version 9.1. These updates enable collaboration across districts while helping users keep their reporting workspace organized.

Key Benefits

• Share any saved custom report with one or more users in your district.
• Find shared reports in the new "Shared with Me" section.
• View shared reports in read-only mode to ensure data integrity.
• Maintain version control: Shared reports are independent copies; your changes do not affect the original or others’ copies.

"Shared with Me" Tab

A new "Shared with Me" tab appears under Reports > Custom Reporting. When someone shares a report with you, it displays in this tab.

The grid includes:

• Report Name: Click to open and view the report.
• Date Created: The date the report was shared.
• Created By: The name of the user who shared the report.
• Last Modified: The last time the recipient edited their copy.

Available actions:

• Share Report (share a copy with others)
• Delete (remove the report from your "Shared with Me" tab)
  

How to Share a Report

1. Go to Reporting > Custom Reporting.
2. On the "Created by Me" tab, locate the report to share and click the Share icon to open the "Share Report" window.
   
3. In Name/Email, select users (up to 100 at a time) from the drop-down list or enter email addresses for Service Technicians or Service Admin team members.
   
4. Confirm the Report Name (autopopulated).
5. (Optional) Add a comment (up to 8,000 characters) to include in the email notification.
6. Click Confirm to share. The report is shared immediately.

How to View Shared Reports

1. Go to Reporting > Custom Reporting.
2. Click the "Shared with Me" tab.
3. Open a report from the grid to view it.

Email Notifications

When a report is shared, recipients receive an email that includes:

• A link to the shared report in Frontline Help Desk
• The sender’s name
• Any optional comment added by the sender

Email notifications use a standard subject line and body; only the optional comment is customizable.

Permissions

• Recipients with reporting permissions can open the shared report directly from the email link.
• Recipients without the "Create Custom Reports" permission see: "You are not authorized to see reporting. If you feel this is an accident, please contact your Administrator."
  
• To share or view shared reports, users must have "Create Custom Reports" enabled in Role Management.
  
• If a recipient is not logged in, they are prompted to authenticate before viewing.

Report Deletion

Users can now delete saved reports to maintain an organized workspace.

Deletion Capabilities

• Users may delete their own saved reports at any time.
• Deletion is permanent and cannot be reversed.
• If the creator deletes a report, recipients of shared copies lose access to the creator’s original, but retain their shared copies.

How to Delete a Report

1. Go to Reporting > Custom Reporting.
2. In "Created by Me" or "Shared with Me," select the report to remove.
3. Click Delete, then confirm when prompted.
   

Previous Releases

The following are release notes for prior releases.