Overview

This guide explains how staff can open Parent Connect, view their assigned tickets, and understand the ticket list shown in the app.

What You’ll Learn

• How to open Parent Connect
• How to view tickets under Assign to me and All Tickets
• What information is shown on each ticket card

Who Can Use This

Applicable Role:

• Staff mapped in Parent Connect

Before You Begin

• You must be logged in to the LMS app with a valid staff account
• You must be mapped in Parent Connect as a ticket handler

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Steps to View Assigned Tickets

Step 1: Open the LMS app

Log in to the LMS app using your staff credentials.

Step 2: Open the More menu

Tap More from the bottom navigation bar.

Step 3: Select Parent Connect

Tap Parent Connect from the menu.

✅ Expected Result: The Parent Connect tickets screen opens.

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Step 4: View tickets under Assign to me

By default, Parent Connect opens on the Assign to me tab.
This tab shows tickets that are currently assigned to you for action.

✅ Expected Result You can see all tickets that you are currently responsible for handling.

ℹ️ Important: Use this tab when you want to work only on tickets that need your action.

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Step 5: View tickets under All Tickets

Tap the All Tickets tab to view a broader list of tickets available to you.

This tab may include:

• Tickets currently assigned to you
• Tickets previously assigned to you
• Tickets visible to you based on your role and mapping

✅ Expected Result You can see a wider list of tickets available for your reference.

ℹ️ Important: The tickets shown in All Tickets depend on your role, level, and Parent Connect mapping.

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Step 6: Review the ticket card details

Each ticket card gives a quick summary of the ticket.

A ticket card may show:

• Ticket ID
• Category and Sub-category
• Parent name
• Grade & Division
• Status such as:
  • Open
  • Closure requested
  • Escalated
  • Closed
• Timeline details such as:
  • Created
  • Due
• Assigned level or current stage

✅ Expected Result: You can quickly understand the ticket type, ticket status, and whether action may be required.

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Step 7: Open a ticket

Tap any ticket card to open the ticket details page.

✅ Expected Result: The selected ticket opens and shows the full details.

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Important Information

ℹ️ Important:

• Assign to me is the main working tab for tickets currently assigned to you.
• All Tickets is useful when you want to review other visible tickets based on your mapping and access.
• Ticket visibility may vary depending on whether you are L1, L2, or L3 staff.

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Frequently Asked Questions