| Subject: | Helpdesk Comments to be marked as "Deleted" instead of removing the entry from the database |
| Summary: | When a Helpdesk comment is deleted, the current behaviour is that the comment is removed from the database and a log entry is created. We completely lose the comment. This poses a risk where an important entry can be removed. New behaviour: - Mark the comment as Deleted
- Show the comment as "Comment has been deleted by: {UserName}" in reports or email alerts
- The comment is still visible on the screens, however, they will have a status of Deleted and Greyed out.
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| Audit Notes: | Edited by sanjay on 12/07/21 17:16. |
| 12 Jul 2021 | 04:33PM Comment 1 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 12-07-2021 08:31 PM Time Taken: 4.00 Notes: ETC extended from: 16/07/2021 to 12/07/2021 |
| PART A - Development work for this case has been completed. 1. The change will be available in version:12.44.0712 2. The following changes were made(Include Database object names, Program classes, and any other relevant information): - When a comment is deleted, we add the original content to Notes ~> Comments
- We mark the "Deleted" comment as "This comment has been deleted"
- The deleted entry is marked as a System Entry and therefore cannot be Edited
3. Affected Areas: - Helpdesk ~> Comments
4. The issue was caused by: - Improvement
5. Notes:
6. Next Step (Review and System Test (Developer) -> UAT (Quality) -> Documentation): UAT |
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| 12 Jul 2021 | 05:16PM Comment 2 by Sanjay (Link Technologies) ETC was changed from 12/07/2021 to 12/07/2021 |
| 13 Jul 2021 | 10:55AM Comment 3 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 13-07-2021 02:44 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 new case.
- Add comment 1.
- Delete Comment 1 - This should update that the comment has been removed
| Pass
| | 2 | - When a comment is deleted, we add the original content to Notes ~> Comments
| The comments under notes are not updated until the user refreshes the page.
| | 3 | - The deleted entry is marked as a System Entry and therefore cannot be Edited
| Pass
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Environment Details - OS version: Windows Server 2012
- Application version: 12.44.0712GA
- Setup: Demo
- Server : 10.0.0.14
- Database: LINKSOFT-DEMO-124
Next Step: - For Review
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| 13 Jul 2021 | 02:18PM Comment 4 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 13-07-2021 06:15 PM Time Taken: 2.00 |
| Hi Rashna, Regarding Item 2, the notes do not display as the page has not reloaded from the database. This is done for efficiency purposes. |
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