Subject: | Helpdesk cases need to be made PRIVATE in certain cases where information is confidential |
Summary: | In some instances, a case is created fr only a selected group of people to view. The system currently doesn't have this capability. The suggested change in design: - Add a "Private" checkbox on the case header
- By default, this box is NOT Checked
- if this box is ticked, only people in the Notifications List can see this case.
|
Audit Notes: | Edited by sanjay on 26/05/21 16:10. Edited by sanjay on 20/05/21 11:23. |
20 May 2021 | 02:37PM Comment 1 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 20-05-2021 03:23 PM Time Taken: 16.00 |
| PART A - Development work for this case has been completed. 1. The change will be available in version:12.42.0520 - 12 PM 2. The following changes were made(Include Database object names, Program classes, and any other relevant information): - Added a "Private" checkbox to the case header. When Checked, only users in the notifications list can access the case
- Added the following validations:
- When updating a case, we check if this case is in a Project. If it is, we prevent the update of the Project manager will not be able to see this case if the case is made Private.
- When changing the Project manager, we validate that the new project manager will have access to cases in the project.
- When Deleting a user from a case Notifications, we validate that Project Managers have access to all their cases
3. Affected Areas: - All areas where we list cases. Including:
- Project Tasks
- View All Calls
- Case monitor
- Quality Control
- Survey Management - Questions, Manage, Setup, Responses
4. The issue was caused by: - New Feature
5. Notes: 6. Next Step (Review and System Test (Developer) -> UAT (Quality) -> Documentation): ---------------------- PART B - Development Reference (Place descriptor for objects changed): UAT
|
|
24 May 2021 | 10:43AM Comment 2 by Rashna (Edge Business Solutions) Assigned To: Alvis (Link Technologies) Followup Date: 24-05-2021 02:31 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 No | Test Description | Pass/Fail | 1 | Create a user as "Garry" enable helpdesk access for the user
| Pass
| 2 | Create a new case 9482 do not make the case private. Validate that Garry can view cases on the below menus: - View All Call
- Projects
- Monitor Calls
- Helpdesk Survey
- Quality Control
| Pass
| 3 | Create a new case 9482 and mark the case private. Validate that Garry cannot view cases on the below menus: - View All Call
- Projects
- Monitor Calls
- Helpdesk Survey
- ?Quality Control
| Pass
| 4 | Add "Garry" to the case notification of the private case. Validate that Garry can view cases on the below menus:- View All Call
- Projects
- Monitor Calls
- Helpdesk Survey
- ?Quality Control
| Pass
| 5 | Login as admin and create a private case Add the case to the "Project" for which the manager is "Garry". Garry should not be able to access the case | Garry cannot see the case contents but can access the comments in the details of the tasks.
| 6
| Edit the private case in the project. This should not be allowed
| The Project Manager is able to edit private cases under project tasks. This automatically unticks "Private" from the case and the user is able to access the case contents |
Environment Details - OS version: Windows Server 2012
- Application version: 12.42.0520RC1
- Setup: Demo
- Server : 10.0.0.14
- Database: LINKSOFT-DEMO-124
Next Step: - For Closure
|
|
24 May 2021 | 11:27AM Comment 3 by Alvis (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 24-05-2021 03:27 PM Time Taken: 1.00 |
| Documentation completed |
|
24 May 2021 | 11:31AM Comment 4 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 24-05-2021 03:27 PM Time Taken: 1.00 |
| PART A - Development work for this case has been completed. 1. The change will be available in version:12.42.0524 2. The following changes were made(Include Database object names, Program classes, and any other relevant information): - Added "Project ID" parameter when loading cases to add to a project. This filter is used to check if the project manager has access to a call. Only calls that the project manager has access to are shown in the list.
- Changed project call header edit to retain values for "Admin Lock" and "Private"
3. Affected Areas: - Helpdesk -> Projects -> Add calls to a project
- Helpdesk -> Projects -> Edit case header
4. The issue was caused by: - Improvements
5. Notes: 6. Next Step (Review and System Test (Developer) -> UAT (Quality) -> Documentation): UAT
|
|
26 May 2021 | 02:43PM Comment 5 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 26-05-2021 05:51 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 No | Test Description | Pass/Fail | 1 | Added "Project ID" parameter when loading cases to add to a project. This filter is used to check if the project manager has access to a call. Only calls that the project manager has access to are shown in the list - Create a case for user admin and mark the case as private.
- Add case to Project 1, Owner - Admin - This should be allowed.
- Add case to Project 1, Owner - Garry - This should not be allowed.
- Add Garry to the case notifcation
- Add case to Project 1, Owner - Admin - This should be allowed.
- Add case to Project 1, Owner - Garry - This should be allowed.
| Pass
| 2 | Changed project call header edit to retain values for "Admin Lock" and "Private" - Edit a case in the projects, validate that the "Private Flag" and "Admin Flag" is still enabled
| Pass
| 3 |
|
| 4 |
|
| 5 |
|
|
Environment Details - OS version: Windows Server 2012
- Application version: 12.42.0526GA
- Setup: Demo
- Server : 10.0.0.14
- Database: LINKSOFT-DEMO-124
Next Step: - For Closure
|
|
27 May 2021 | 10:30AM Comment 6 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 27-05-2021 02:30 PM |
| Thanks Rashna |
|