| Subject: | Helpdesk cases with large images are causing performance issues and Alert display issues |
| Summary: | Gmail clips messages that are more than 102KB in size. Since Link Helpdesk Images are embedded in the email, this contributes to the email message size. To resolve the issue we will perform the following: - Create a function that checks the email message size and reduces the size to comply with GMAIL size
- The function can be called: LT_SYS_EmailMessageCorrection_fn
- To reduce the size, we can remove embedded images and replace it with the text "Image can be viewed on the helpdesk"
--- Previous header content below this line --- Helpdesk images are stored in the Database as well as on the site files depending on how the image is pasted. We need to transform the images so storage is consistent and the size is limited to the configured value. To resolve this we will perform the following changes: - Add a configuration in c"configuration" on the Image Size limit
- When images are pasted, save them on the Database instead of the Site folder
- Review alert display and correct
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| Audit Notes: | Edited by sanjay on 11/09/19 14:05. Edited by sanjay on 17/12/18 11:06. |
| 28 Nov 2018 | 09:26AM Comment 1 by Sanjay (Link Technologies) Case 9726 added to project 10.2 |
| 28 Nov 2018 | 09:32AM Comment 2 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 28-11-2018 09:32 AM Time Taken: 1.50 |
| Added document size to the end of the "Report Document" so we can see which cases are causing the issue. |
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| 17 Dec 2018 | 08:08AM Comment 3 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 31-01-2019 12:00 AM Time Taken: 1.50 |
| Development will continue in 10.2 |
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| 17 Dec 2018 | 11:05AM Comment 4 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 17-12-2018 11:05 AM Time Taken: 4.50 |
| Gmail clips messages that are more than 102KB in size. Since Link Helpdesk Images are embedded in the email, this contributes to the email message size. To resolve the issue we will perform the following: - Create a function that checks the email message size and reduces the size to comply with GMAIL size
- The function can be called: LT_SYS_EmailMessageCorrection_fn
- To reduce the size, we can remove embedded images and replace it with the text "Image can be viewed on the helpdesk"
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| 23 Jan 2019 | 09:20AM Comment 5 by Sanjay (Link Technologies) Assigned To: Alvis (Link Technologies) Followup Date: 23-01-2019 09:20 AM Time Taken: 2.50 |
| Consider the following: - Add a configuration to set the email size as some clients using OUTLOOK will not have this issue. The default size is 102KB.
- Create a system function LT_SYS_RemoveImageFromHTML_fx
- When an email is added to the email log, implement the above.
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| 23 Jan 2019 | 05:06PM Comment 6 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 23-01-2019 05:06 PM Time Taken: 3.50 |
| Development work for this case has been completed. The change will be available in version: 10.2 1. The following changes were made(Include Database object names, Program classes and any other relevant information):| - Added a configuration "EmailSizeToRemoveImage". Default value is 102KB
- Created function LT_SYS_RemoveImageFromHTML_fx to strip image data
2. The issue was caused by: - Change request
3. Next Step: - UAT
4. Notes: - When an email is created in the email log, the system function will check the size of the email content. If size is greater than [Configured Value] (default is 102kb) then it will strip the images from the email body.
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| 31 Jan 2019 | 01:32PM Comment 7 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 13-02-2019 12:00 AM Time Taken: 3.50 |
| 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 | In the demo database, set "EmailSizeToRemoveImage" to 200KB. Configuration should be successfully saved | Pass | | 2 | In the demo database, add "Figure 1" with an image size as 330KB and "Figure 2" with an image size as 5KB on case 9048. The images should be removed from the notification | Pass | | 3 | Create a detailed case with a 2KB image. The image should remain in the notification. | Pass |
Environment Details - OS version: Windows Server 2012
- Application version: 10.2
- Setup: Demo
- Server : 10.0.0.14
- Database: LINKSOFT102
Steps to reproduce failed scenarios: Next Step: for consideration,
We are displaying the message as "Image has been removed to reduce size". Can we state "Image can be viewed on the helpdesk" as indicated in the case header? As it is, a user would be unclear of the next step. They might say it is a bug in the system that has removed the image or will contact us to ask why it has been removed and where can they view it. On the contrary, not all users have access to Helpdesk. We might need to think of a better message. Note: Reassign case to me for documentation after addressing the above.
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| 06 Feb 2019 | 02:45PM Comment 8 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 06-02-2019 02:45 PM Time Taken: 1.50 |
| Hi Rashna, we carefully considered the text to place in the emails. We will leave this as it is for now. thx. |
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| 07 Feb 2019 | 08:55AM Comment 9 by Rashna (Edge Business Solutions) Assigned To: Rashna (Edge Business Solutions) Followup Date: 11-02-2019 12:00 AM Time Taken: 1.50 |
| Case re-opened for documentation. |
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| 14 Feb 2019 | 07:44AM Comment 10 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 14-02-2019 07:44 AM Time Taken: 2.00 |
| Documentation updated under Link Web Applications Portal -- Company Administration -- Configuration -- General Setting. Case is now closed. |
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| 09 Oct 2019 | 08:14AM 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 |