Company: Link Technologies
Case No: L08670. Project: 08.20: LinkSOFT Version 8.2
Logged By: Vineshwar Prasad (Edge Business Solutions) on 11 Jul 2017 09:37AM
Priority: High
Product: Helpdesk
Group: Change Request
Time Taken: 14.00 (Weight: 14.00)
Version: 8.290.0115
Assigned To: Sanjay (Link Technologies)
Circulation: Development, Rashna, Vineshwar Prasad
Resolve By: Wednesday, 12 July 2017 12:00 AM [2481 days since logged date]
Status: Closed
Subject: Redefine how a call is accessed to allow Organisation and Company configuration
Summary:    
Hi Team,

Our client, Newworld IGA Ltd is using our HelpDesk application. They have renamed "Product" as "Department". Under Departments, the list is such; IT Department, Admin Department, Maintenance Department, HR Department, Payroll Department and so forth. Staff from various shops (locations) will log cases in the system. Depending on the issue, they will address the case to the designated department. They need a feature that will prevent users from location 1 from viewing cases for location 2

Example:
1. User A belongs to Lautoka. He should only view cases that are logged regarding Lautoka location.
2. User B belongs to Nadi. He should only view cases that are logged regarding Nadi location.

3. User C belongs to HQ. He has administrator level access. He should be able to view all cases from all locations.

Regards
Vinesh



Audit Notes:
11 Jul 201711:13AM Comment 1 by Alvis (Link Technologies) Case 8670 added to project 8.14
11 Jul 201711:20AM Comment 2 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 11-07-2017 11:20 AM

Change helpdesk security as follows:

  1. Users can view any call where they are in the "Call Notification" list
  2. Users can comment on any call where they are in the "Call Notification" list
  3. Add security: "Can View all calls in My Organisation"
  4. Add Security: "Can View All calls in my Company"
  5. Add security: "Can Modify Comments all calls in My Organisation"
  6. Add Security: "Can Modify Comments all calls in my Company"
  7. Add security: "Can Update Call Header in My Organisation"
  8. Add Security: "Can Update Call Header in my Company"

Review all other security options and amend according to Company and Organisation structure.

Regards
Rashna/Sanjeet/Alvis/Sanjay


11 Jul 201701:16PM Comment 3 by Sanjay (Link Technologies) Case 8670 removed from project 8.14
11 Jul 201701:16PM Comment 4 by Sanjay (Link Technologies) Case 8670 added to project 8.13
14 Jul 201703:36PM Comment 5 by Vineshwar Prasad (Edge Business Solutions) Assigned To: Development Followup Date: 14-07-2017 12:00 AM Time Taken: 1.00
Hi Team,

After discussing with Rashna and Sanjay on 14/07/17, we are adding more scenarios to enhance the security feature.

A. Role Menu Access :

Current Outcome

1. Can Access My Calls
- When a call is logged by User A and assigned to User A, User A can view that call under Assigned To Me.
- When a call is logged by User B and assigned to User C, User C cannot view that call under Assigned To Me.

2. Can Access All Calls
- When a call is logged by User A and assigned to User A, User A can view that call under Assigned To Me.
- When a call is logged by User B and assigned to User C, User C can view that call under Assigned To Me.

Expected result

1. Can Access My Calls
- When a call is logged by User A and assigned to User A, User A can view that call under Assigned To Me.
- When a call is logged by User B and assigned to User C, User C can view that call under Assigned To Me.

2. Can Access All Calls
- Result to remain same

B. Added :

1. User A belongs to Ba. He is part of IT Department. He should only view calls relating to Lautoka and IT Department only.

2. User B belongs to Nausori. He is part of Admin Department. He should only view calls relating to Nausori and Admin Department only.

Location to be set under Organization
Departments to be set under Product

Regards
Vinesh

19 Jul 201703:37PM Comment 6 by Alvis (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 19-07-2017 03:37 PM

Change help desk security as follows:

  1. Add security: "Can View calls in My Organisation"
  2. Add security: "Can Add Comments for calls in My Organisation"
  3. Add security: "Can Edit Comments for calls in My Organisation"
  4. Add security: "Can Edit Header for calls in My Organisation"
  5. Add security: "Can View calls in My Company"
  6. Add security: "Can Add Comments for calls in My Company"
  7. Add security: "Can Edit Comments for calls in My Company"
  8. Add security: "Can Edit Header for calls in My Company"
  9. Add security: "Can Add Comments for My calls" 
  10. Add security: "Can Edit Comments for My calls"
  11. Add security: "Can Edit Header for My calls"

Notes:

  1. My Calls are calls that are Logged By Me or Assigned to Me.
  2. Users can view all calls where the user is part of notification list.
  3. Users can view all calls where they have logged by or assigned to

20 Jul 201710:19AM Comment 7 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 20-07-2017 10:19 AM Time Taken: 8.00
Development work for this case has been completed.
The change will be available in version: 8.13
Documentation update required(Yes/No. Add change details below): Yes
QA required(Yes/No.Include areas that require testing): Yes

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

  1. Removed the following security access:
    1. "Can Access All Calls"
    2. "Can Access My Calls'
    3. "Can Edit Call Header"
    4. "Can Add Comments"
  2. Added the following security access:
    1. Can View calls in My Company
    2. Can Edit Header for calls in My Company
    3. Can Add Comments for calls in My Company
    4. Can Edit Comments for calls in My Company
    5. Can Delete Comments for calls in My Company
    6. Can View calls in My Organisation
    7. Can Edit Header for calls in My Organisation
    8. Can Add Comments for calls in My Organisation
    9. Can Edit Comments for calls in My Organisation
    10. Can Delete Comments for calls in My Organisation
    11. Can Edit Header for My calls
    12. Can Add Comments for My calls
    13. Can Edit Comments for My calls
    14. Can Delete Comments for My calls
  3. Changed the following procedures to handle the new security access:
    1. LT_HEL_CallHeader_SEARCH
    2. LT_HEL_CallHeader_HasAccess
    3. LT_HEL_CallComments_SEARCH
    4. LT_HEL_CallComments_SELECT
    5. LT_HEL_ProjectTasks_SELECT
    6. LT_HEL_Chart_AverageCallLength
    7. LT_HEL_BusinessIntelligence_ChartViews
    8. LT_HEL_BusinessIntelligence_PivotAnalysis
    9. LT_HEL_RPT_CallListing
    10. LT_HEL_RPT_CallListingSummary

28 Jul 201703:31PM Comment 8 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 28-07-2017 03:31 PM Time Taken: 2.00

Quality check completed in the internal production environment over the last 5 days.


03 Aug 201711:18AM Comment 9 by Vineshwar Prasad (Edge Business Solutions) Assigned To: Rashna (Edge Business Solutions) Followup Date: 03-08-2017 12:00 AM Time Taken: 1.00
Hi Rashna,

I have tested the case and below are my results;

Test 1
1. Created new user "Cecil"
2. Created new Organization "Lautoka"
3. Enabled the following in Role menu access
     - View All Calls
     - Can View call in My organization
4. Logged a new case my "Cecil" and "Not Assigned"

Result
1. User can view all calls

Test 2
Disable the "View All calls"

Result
1. User does not have access to call menu

Regards
Vinesh




15 Aug 201709:28AM Comment 10 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 15-08-2017 09:28 AM Time Taken: 2.00

Documentation completed on the case.

Documentation updated at Helpdesk - Technical Reference - Call Security.


09 Oct 201908:14AM Comment 11 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: L08670 in the subject line of all emails regarding this issue.

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