Company: Link Technologies
Case No: L09439. Project: 10.10: LinkSOFT Version 10.1
Logged By: Alvis (Link Technologies) on 18 Jul 2018 03:25PM
Priority: High
Product: Helpdesk
Group: Enhancement
Time Taken: 7.00 (Weight: 7.00)
Version: 10.155.0117
Assigned To: Sanjay (Link Technologies)
Circulation: Alvis, Development, Rashna, Sanjay
Resolve By: Wednesday, 18 July 2018 12:00 AM [2103 days since logged date]
Status: Closed
Subject: Merge Helpdesk Application into LinkWeb
Summary:    

Merge Helpdesk Application into LinkWeb:

  1. Import all functionalities of Helpdesk to LinkWeb
  2. Prepared data import utility to import data from HELPDESK database
Audit Notes:Edited by alvis on 05/10/18 11:31. 
18 Jul 201803:25PM Comment 1 by Alvis (Link Technologies) Case 9439 added to project 09.5
20 Jul 201810:49AM Comment 2 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 20-07-2018 10:49 AM Time Taken: 4.00
Development work for this case has been completed.
The change will be available in version: 9.5

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

  1. Added HELPDESK application to LINKSOFT database
  2. Prepared data import utility to import data from HELPDESK database
  3. Use script to import data:

    EXEC [dbo].[LT_HEL_UTILITY_ImportDataFromDatabase]

    @Username = '' --Enter username

    ,@Password = '' --Enter password

    ,@ServerName = '' --Servername where HELPDESK database is located. Leave blank if LINKSOFT and HELPDESK databases are on the same SQL instance.

    ,@DatabaseName = '' --HELPDESK database Name

    ,@HELPortalCompanyID = '' --Company ID in HELPDESK database

    ,@LinkSOFTCompanyID = '' --Company ID in LinkSOFT database


  4. After importing, configure the following:
    1. Configuration
    2. Dropdowns
    3. Document Templates
    4. Frequency
    5. Processes
    6. Report schedule

2. The issue was caused by:

  1. N/A

    3. Next Step

    1. UAT

    13 Aug 201802:14PM Comment 3 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 13-08-2018 02:14 PM
    Proceed with UAT

    15 Aug 201809:34AM Comment 4 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 15-08-2018 09:34 AM Time Taken: 3.00
    Hi Sanjay
    QA Results
    Tests carried out according to requirements specified on the case header

    Test Results Summary

    1. Created new user "Jerry" in 94 with password 12.
    2. Created a call with user "Jerry". Case 6664.
    3. Import data from 940 to 95. - Pass
    4. Verify user "Jerry" was imported. User "Jerry" was able to successfully log in 9.5 with existing password "12". - Pass
    5. Test updating case 6664 in version 95. - Pass
    6. Test helpdesk processes and email notifications - Pass

    Key Notes

    Data can only be imported from helpdesk database 9.4.1. Patch one is on FTP.

    Upgrading Helpdesk 9.4.1 to 9.5

    1. Install LinkSOFT 9.5
    2. Create a NEW database for Helpdesk. Use “Link Technologies – DatabaseUtliity”
    3. Configure the “Company Administration” setup for the new database. This is to map the settings and configurations of 9.4.1 db to 9.5. Recommended take a snap the configurations and setup before data importing so the same can be mapped after import has been completed.
      1. Company Setup
      2. Update email addresses on the document template and the processes
      3. Configure the mail settings – “From Email Address” and “Mode” .
      4. Configure general settings – “App Name”, “Currency”, “Webserver. URL”.
    4. Run the script (refer to case 9439) to Import data from “Old Helpdesk Database (9.4.1)” to “New Helpdesk Database (9.5)”

    EXEC [dbo].[LT_HEL_UTILITY_ImportDataFromDatabase]

    @Username = 'linkadmin' --Enter username

    ,@Password = 'Infotech0410' --Enter password

    ,@ServerName = '' --Servername where HELPDESK database is located. Leave blank if LINKSOFT and HELPDESK databases are on the same SQL instance.

    ,@DatabaseName = '' --HELPDESK database Name “9.4.01 DB Name”

    ,@HELPortalCompanyID = '' --Company ID in HELPDESK database. If there are multiple companies run the import one by one for each company.

    ,@LinkSOFTCompanyID = '' --Company ID in LinkSOFT database

     

    1. Review merged users, roles and licensing
    2. Upgrade is complete

    Environment Details

    1. OS version: Windows Server 2012
    2. Application version: 9.5 Alpha
    3. Database (Demo/New/Client):  HELPDESK-UAT-LINKFJ

    Steps to reproduce failed scenarios:

    N/A

    Next Step: 

    Case assigned to Sanjay for closure


      20 Aug 201811:45AM Comment 5 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 20-08-2018 11:45 AM
      Thanks Rashna

      09 Oct 201908:14AM Comment 6 by Sanjay (Link Technologies) Quality control status: Pass. QC Not required - This case was created before quality check was implemented in version 11 on 30/06/2019
      If you have any queries regarding this support incident, please email admin@linktechnologies.com.au and include the Case No: L09439 in the subject line of all emails regarding this issue.

      Document size: 10.1 KB
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