Company: Link Technologies
Case No: L12166. Project: 12.40: LinkSOFT Version 12.40 - 12.41
Logged By: Sanjay (Link Technologies) on 02 Feb 2021 09:02AM
Priority: Low
Product: Helpdesk
Group: New Feature
Time Taken: 24.50 (Weight: 24.50)
Version: 12.40
Assigned To: Sanjay (Link Technologies)
Circulation: Alvis, Development, Rashna, Sanjay
Resolve By: Friday, 30 April 2021 07:58 AM [1388 days since logged date]
Status: Closed
Subject: Contact Us is not being monitored and needs to go directly into a Helpdesk Case similar to "Email To Support"
Summary:    

Contact Us is not being monitored and needs to go directly into a Helpdesk Case similar to "Email To Support"

The current design is:

  1. "Contact Us" is created by an anonymous user from an external link
  2. A record is created in the "Contact Us" table
  3. There are configuration values that determine who received the email

Change design to:

  1.  When a "Contact Us" record is created from an external link, use a Helpdesk Template to create a case in Helpdesk
Audit Notes:Edited by sanjay on 29/04/21 16:28. Edited by sanjay on 13/04/21 16:25. Edited by sanjay on 13/04/21 16:19. Edited by sanjay on 12/04/21 16:31. Edited by sanjay on 12/04/21 16:30. Edited by sanjay on 12/04/21 14:25. Edited by sanjay on 25/02/21 10:51. Edited by alvis on 25/02/21 10:48. Edited by sanjay on 25/02/21 10:39. Edited by sanjay on 25/02/21 10:35. Edited by sanjay on 25/02/21 10:34. Edited by sanjay on 25/02/21 10:34. 
25 Feb 202110:08AM Comment 1 by Sanjay (Link Technologies) Case L12166 added to project 12.4
25 Feb 202110:34AM Comment 2 by Sanjay (Link Technologies) ETC was changed from 07/02/2021 to 19/03/2021
25 Feb 202110:34AM Comment 3 by Sanjay (Link Technologies) ETC was changed from 19/03/2021 to 07/02/2021
25 Feb 202110:35AM Comment 4 by Sanjay (Link Technologies) ETC was changed from 07/02/2021 to 19/03/2021
13 Apr 202107:58AM Comment 5 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 30-04-2021 07:58 AM Notes: ETC extended from: 19/03/2021 to 30/04/2021
ETC Extended based on new timeline

14 Apr 202109:45AM Comment 6 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 16-04-2021 08:27 AM Time Taken: 23.00
PART A - Development work for this case has been completed.

1. The change will be available in version:12.40.0404

2. The following changes were made(Include Database object names, Program classes, and any other relevant information):

  1. Added a new template named: "Call Template for Contact Us"
  2. Added a flag to determine which templates are "System". We disable the change of Description by the user as this description is used to select the template.
  3. When a "Contact Us" entry is added, a case is created in helpdesk using the template
  4. "Contact Us" form remains unchanged. 

3. Affected Areas:

  1. Contact Us form
  2. Call Template
  3. Helpdesk case created using a template

4. The issue was caused by:

  1. Improvement

5. Notes: 
6. Next Step (Review and System Test (Developer) -> UAT (Quality) -> Documentation): UAT

----------------------

PART B - Development Reference (Place descriptor for objects changed):

1. Changes implemented was according to the approved design (Y/N):Y


19 Apr 202103:17PM Comment 7 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 21-04-2021 03:17 PM
Hi Rashna, proceed with UAT

20 Apr 202101:26PM Comment 8 by Rashna (Edge Business Solutions) Assigned To: Alvis (Link Technologies) Followup Date: 22-04-2021 01:13 PM Time Taken: 1.00
QA Results
Tests carried out according to requirements specified on the case header

Test Results Summary

Table 1 - Summarised list of issues
NoTest DescriptionPass/Fail
1

Added a new template named: "Call Template for Contact Us"

Pass
2

Added a flag to determine which templates are "System". We disable the change of Description by the user as this description is used to select the template.

Pass
3

When a "Contact Us" entry is added, a case is created in the helpdesk using the template

Pass
4

"Contact Us" form remains unchanged. 

Pass

Environment Details

  1. OS version: Windows Server 2012
  2. Application version: 12.30.1222BETA
  3. Setup: Demo
  4. Server : 10.0.0.14
  5. Database: LINKSOFT-DEMO-123

Next Step: 

  1. For Documentation

    20 Apr 202101:28PM Comment 9 by Alvis (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 22-04-2021 01:27 PM Time Taken: 0.50
    documentation completed

    21 Apr 202101:08PM Comment 10 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 23-04-2021 01:07 PM
    Thanks Rashna and Alvis

    If you have any queries regarding this support incident, please email admin@linktechnologies.com.au and include the Case No: L12166 in the subject line of all emails regarding this issue.

    Document size: 9.1 KB
    For call complaints, please contact the Managing Director of the company using this form.