Company: Link Technologies
Case No: L12892. Project: 14.80: LinkSOFT Version 14.80 - June 2023
Logged By: Sanjay (Link Technologies) on 28 Apr 2023 01:55PM
Priority: High
Product: Helpdesk
Group: Software Defect
Time Taken: 38.00 (Weight: 40.00)
Assigned To: Sanjay (Link Technologies)
Circulation: Sanjay
Resolve By: Thursday, 18 May 2023 11:04 PM [369 days since logged date]
Status: Closed
Subject: Helpdesk Case shows Hourglass when loading calls with Large Images.
Summary:    

Helpdesk Case shows Hourglass when loading calls with Large Images.

Found that the function "OnHtmlCorrecting="HtmlEditor_HtmlCorrecting" is causing the problem. 

Added a large image to this case to show the issue:

Audit Notes:Edited by sanjay on 23/05/23 13:26. Edited by sanjay on 23/05/23 13:25. Edited by sanjay on 28/04/23 13:55. Edited by sanjay on 28/04/23 13:41. Edited by sanjay on 28/04/23 13:40. Edited by sanjay on 28/04/23 13:37. Edited by sanjay on 28/04/23 13:31. Edited by sanjay on 28/04/23 13:30. Edited by sanjay on 28/04/23 11:35. 
28 Apr 202311:21AM Comment 1 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 28-04-2023 05:20 PM Notes: Edited by sanjay on 18/05/23 17:04. Edited by sanjay on 28/04/23 13:48. Edited by sanjay on 28/04/23 13:42. Edited by sanjay on 28/04/23 11:22. 
Adding an image from File


28 Apr 202311:40AM Comment 2 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 28-04-2023 05:37 PM Time Taken: 2.00 Notes: Edited by sanjay on 28/04/23 13:43. Edited by sanjay on 28/04/23 13:42. 

Investigation shows:

  1. The function "OnHtmlCorrecting="HtmlEditor_HtmlCorrecting" is empty. We have added "return;" to this function, while we work out why this is the case.
  2. The issue seems to be intermittent. Further investigation is required.

28 Apr 202311:41AM Comment 3 by Sanjay (Link Technologies) This comment has been removed
28 Apr 202301:43PM Comment 4 by Sanjay (Link Technologies) Case L12892 added to project 14.80
28 Apr 202301:46PM Comment 5 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 07-05-2023 07:43 PM Time Taken: 18.00 Notes: Edited by sanjay on 28/04/23 14:15. ETC extended from: 28/04/2023 to 07/05/2023
PART A - Development work for this case has been completed.

1. The change will be available in version: 14.80. Patch 14.70.0428

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

  1. Added a new configuration in Helpdesk called: HTMLDocument.MaxSize. Default Value 400kb.
  2. Added check to tell the user to use "Attachments" when the size exceeds the configured value.

3. Affected Areas:

  1. Helpdesk - Call Header - Add and Edit
  2. Helpdesk Call Comments - Add and Edit

4. The issue was caused by:

  1. Large document size over the network causes the hourglass to spin for a long time.

5. Other Relevant Notes: 

  1. The restriction on file size does not apply to images loaded using the toolbar. THese images are stored in the web server so their limits will be handled separately.


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


28 Apr 202301:55PM Comment 6 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 28-04-2023 07:54 PM Time Taken: 2.00
*** Skype message to LBS and Edge ***
Hi guys, just FYI - Helpdesk now has a document size of 400kb per entry (Configurable). This is to prevent slow loading from remote sites where network bandwidth is not fast.

If you need to load large attachments (> 400kb), use the "Notes and Attachments" to upload the image, or you can reduce the resolution and paste the image on the document.

Let me know if you have concerns.

28 Apr 202303:18PM Comment 7 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 28-04-2023 09:15 PM Time Taken: 12.00
PART A - Development work for this case has been completed.

1. The change will be available in version: 14.80

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

  1. Added Image Upload size check on the following forms:
    1. Call Analyser
    2. Comment Add (CallCommentAdd)
    3. Call Edit
    4. Call From Template
    5. Comment Edit
    6. Maintain Comment
    7. Projects

3. Affected Areas:

  1. Call Analyser
  2. Comment Add (CallCommentAdd)
  3. Call Edit
  4. Call From Template
  5. Comment Edit
  6. Maintain Comment
  7. Projects

4. The issue was caused by:

  1. Improve Document Size Configuration

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


18 May 202305:07PM Comment 8 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 18-05-2023 11:04 PM Time Taken: 4.00 Notes: ETC extended from: 07/05/2023 to 18/05/2023
The following tests were performed:

Table 1 - Test Results
NoTest CaseExpected ResultPass/FailComments
1Try uploading a very large image through Image Upload
Image restriction should prevent very large images from uploading
Pass
Error message: Document size exceeded. Reduce images and content. Use File Attachments for large images. Allowed Size: 400KB. Actual Size: 1426KB. Case No: 9175
2



Environment Details

  1. OS version: Win11
  2. Application version: 14.80
  3. Setup on:
    1. Server: LinkQA4
    2. Database: LinkSOFT
    3. LinkSOFT URL: HTTP://LinkQA4/LinkSOFT
  4. Login Details: Standard username and password for user "admin"

Next Step: Closure


If you have any queries regarding this support incident, please email admin@linktechnologies.com.au and include the Case No: L12892 in the subject line of all emails regarding this issue.

Document size: 196.3 KB
For call complaints, please contact the Managing Director of the company using this form.