| Subject: | Automatic Call closure feature |
| Summary: | Our client has requested for a feature whereby if a case with the status as "Resolved/On Hold" has not been actioned for a specified number of hours, the case should be closed automatically with a defined comment. This is an important feature required to minimize the call load and response time by their clients/staff. Case needs to be assigned to the user who has logged the case when it is closed.
Improvements Required We have analyzed the Helpdesk features and have found automatic escalation to be the best-suited method to achieve the above business scenario. However, the following change would need to be done to facilitate: - Add a status selection filter. This would determine which cases are to be closed. For example, if the status is selected as "Resolved", then all cases having status as "Resolved" and unattended for X hours will be closed.
- Notification should be sent to all users in the case notification.
- Date and Time the call is Closed to be updated on the cases
- The comment field should be a configurable field.
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| Audit Notes: | Edited by sanjay on 19/04/23 15:44. Edited by sanjay on 18/04/23 11:39. Edited by sanjay on 30/03/23 09:46. Edited by sanjay on 20/03/23 13:48. Edited by sanjay on 17/03/23 10:12. Edited by sanjay on 09/03/23 17:35. Edited by sanjay on 01/03/23 15:57. Edited by sanjay on 28/02/23 14:58. Edited by sanjay on 28/02/23 13:59. |
| 28 Feb 2023 | 02:58PM Comment 1 by Sanjay (Link Technologies) Case L12849 added to project 14.60 |
| 17 Mar 2023 | 10:12AM Comment 2 by Sanjay (Link Technologies) Case L12849 added to project 14.70 |
| 30 Mar 2023 | 03:43PM Comment 3 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 28-04-2023 02:39 PM Time Taken: 12.00 Notes: ETC extended from: 04/03/2023 to 28/04/2023 |
| PART A - Development work for this case has been completed. 1. The change will be available in version: 14.70 2. The following changes were made(Include Database object names, Program classes, and any other relevant information): - Added a "Status" filter so users can filter specific Status to escalate
- Changed Escalation so that Notification is sent to all Emails in the notifications list
- Changed the Escalation notes to be exactly as it is in the configuration. Audit notes show the Escalation rules applied
3. Affected Areas: - Call Escalation Rules and Notifications
4. The issue was caused by: - Improvement
5. Other Relevant Notes:
6. Next Step (Review and System Test (Developer) -> UAT (Quality) -> Documentation): UAT |
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| 19 Apr 2023 | 03:42PM Comment 4 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 28-04-2023 01:39 PM Time Taken: 12.00 |
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The following tests were performed:
Test Setup Instructions: - Setup Escalation rule # 1 to Assign any case with more than 2 hours from "Comment date" to be assigned to Juli
- Setup Escalation rule # 2 to Close any case with the Status "Resolved" where the comment has not been added in 5 hours
Table 1 - Test Results
| No | Test Case | Expected Result | Pass/Fail | Comments | | 1 | Create a new case - do not add any comments
| Since there are no comments, none of the rules should apply
| Pass
|
| | 2 | Add a comment to 1. above.
| Since the comment date is less than 2 hours, no escalation should be performed
| Pass
|
| | 3 | Backdate the comment in 2. above by 3 hours
| Rule #1 should apply and the case should be assigned to Juli
| Pass
|
| | 4 | Change the status to Resolved
| No rule should apply as Rule # 2 requires 5 hours from the Comment date
| Pass
|
| | 5 | Backdate the comment in 2. above by 6 hours
| Rule 2 should apply and the case should be closed.
| Pass
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Environment Details - OS version: Win11
- Application version: 14.
- Setup on:
- Server: LinkQA4
- Database: LinkSOFT
- LinkSOFT URL: HTTP://LinkQA4/LinkSOFT
- Login Details: Standard username and password for user "admin"
Next Step: Closure
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