| Subject: | Add the ability to respond to Helpdesk calls via the internet to allow users without an account to add comments |
| Summary: | Most users do not log into helpdesk to update cases as it is difficult to remember username and passwords. To encourage users from updating cases, we want to allow users to be able to update cases directly on the web without having to log in. |
| Audit Notes: | |
| 08 Aug 2019 | 12:03PM Comment 1 by Sanjay (Link Technologies) Case 11647 added to project 11.0 |
| 08 Aug 2019 | 12:05PM Comment 2 by Sanjay (Link Technologies) Assigned To: Design Followup Date: 08-08-2019 12:05 PM Time Taken: 9.50 |
| Development work for this case has been completed. The change will be available in version: 11.0.20190808 1. The following changes were made(Include Database object names, Program classes and any other relevant information):| - Added a new public form to allow users to add comments
- Added anti-spamming logic
- The call will be logged by the user the original email is sent to
- There is a limit of 5 comments per 10-minute window
2. The issue was caused by: - Improvement
3. Next Step: - UAT
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| 19 Aug 2019 | 03:17PM Comment 3 by Rashna (Edge Business Solutions) Assigned To: Rashna (Edge Business Solutions) Followup Date: 19-08-2019 03:17 PM Time Taken: 2.50 |
| 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 | Worked with case 11655. Logged by "rashna" , assigned to user "rashna". Click on the link to "Post a reply to this case here" and enter a comment. Email notification was sent to "rashna@linktechnologies.com.au". Enter a comment from the email "rashna@linktechnologies.com.au". The comment should be updated and the user should be updated as "rashna"as "rashna@linktechnologies.com.au". is the registered email address for the user
| Pass | | 2 | Worked with case 9474. Logged by "admin" , assigned to user "E066". Click on the link to "Post a reply to this case here" and enter a comment. - Change the assigned to E070
- Update time taken as 1 hour
This should be completed without errors | Pass | | 3 | Test code validation. Validation code on the reply is 'kldpk'. Enter code as 'K1dpk' this should not be allowed | Pass |
Documentation - Helpdesk alert is sent to a email address for example, "rashna@linktechnologies.com.au". Individual receiving the email will have the ability to comment from the email. When the comment is added, the user for the comment will be updated with the "Username" which has the email address as "rashna@linktechnologies.com.au".
- If a user in helpdesk has multiple email addresses. Individual email will be sent to each email address. Any of the email recipient would be able to update the comment.
- In a scenario where the email recipient forwards a notification to party B. Party B updates comment from email, the Helpdesk case will be updated with user who received the original email.
Environment Details - OS version: Windows Server 2012
- Application version: 11.0.0816
- Setup: Demo
- Server : 10.0.0.14
- Database: LINKSOFT-DEMO-11-RASHNA
Next Step: - Documentation
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| 19 Aug 2019 | 04:58PM Comment 4 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 19-08-2019 04:58 PM Time Taken: 1.50 Notes: Created from the WEB url sent to: sanjay@linktechnologies.com.au |
| Thanks Rashna, for the detailed explanation. |
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| 03 Dec 2019 | 02:54PM Comment 5 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 05-12-2019 02:49 PM Time Taken: 1.00 |
| Hi Sanjay Documentation has been updated at LinkWeb Applications Portal - Helpdesk - iew_All_Cases. Thanks
Rashna |
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