Company: Link Technologies
Case No: L08488. Project: 08.20: LinkSOFT Version 8.2
Logged By: Rashna (Edge Business Solutions) on 25 Apr 2017 06:48AM
Priority: High
Product: Helpdesk
Group: Change Request
Time Taken: 4.00 (Weight: 4.00)
Version: 8.290.0115
Assigned To: Sanjay (Link Technologies)
Circulation: AwaitingApproval, Development, Rashna
Resolve By: Wednesday, 26 April 2017 12:00 AM [2571 days since logged date]
Status: Closed
Subject: Trace and record users changing the "Logged by" Field on helpdesk
Summary:    

Hi Team, 

Total is a prospect for helpdesk and  below is a consideration.

At the moment we allow users to change "Logged by"  on the case header. We are not tracing who actually logged the case.

Change

Introduce a new field to capture the above so users can track the users logging the case.

Audit Notes:
02 May 201702:49PM Comment 1 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 02-05-2017 02:49 PM Time Taken: 1.00

Development meeting.

Total Fiji Ltd is logging cases for customers on their behalf. They want to capture the user who actually logged the case.

Design:

  1. Add a new field on call header for CreatedBy. This will capture the user who creates the case on behalf of other users.
  2. Change the Alert to show Created By above logged by.
  3. Add a column to View All Cases grid to show CreatedBy.

Costing: 8 hrs

Added case to project HELPDESK 8.11


02 May 201702:49PM Comment 2 by Alvis (Link Technologies) Case 8488 added to project 8.11
03 May 201704:12PM Comment 3 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 03-05-2017 04:12 PM Time Taken: 2.00
Development work for this case has been completed.
The change will be available in version: 8.12
Documentation update required(Yes/No. Add change details below): No
QA required(Yes/No.Include areas that require testing): Yes

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

  1. We have added a field in call header to capture the created by user.
  2. Changed the grid to display logged by as [LoggedBy]/[CreatedBy] 
  3. Changed the alert to show the text "Logged By: [Created By] on behalf of [Logged By]
  4. Added project information in the alert.

Documentation details:
  

15 Jun 201704:31PM Comment 4 by Sanjeet (Link Business Solutions) Assigned To: Development Followup Date: 15-06-2017 04:31 PM Time Taken: 1.00 Reference: Comment Reference
1. Was this test completed using Demo / New / Other database? DEMO
2. Did the test pass or fail? PASS
3. Tab order, spelling, alignment, font size consistency, screen size etc checked? N/A
4. Data verified, saved, edit, delete/void? N/A
5. Documentation update required? N/A
Additional Details (Risks, issues, special conditions required for this test to pass etc): 

If you have any queries regarding this support incident, please email admin@linktechnologies.com.au and include the Case No: L08488 in the subject line of all emails regarding this issue.

Document size: 3.4 KB
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