Company: Link Technologies
Case No: L12265. Project: 12.42: LinkSOFT Version 12.42
Logged By: Sanjay (Link Technologies) on 20 May 2021 11:23AM
Priority: High
Product: Helpdesk
Group: New Feature
Time Taken: 20.00 (Weight: 20.00)
Version: 12.42
Assigned To: Sanjay (Link Technologies)
Circulation: Alvis, Rashna, Sanjay
Resolve By: Friday, 28 May 2021 12:00 AM [1072 days since logged date]
Status: Closed
Subject: Helpdesk cases need to be made PRIVATE in certain cases where information is confidential
Summary:    

In some instances, a case is created fr only a selected group of people to view. The system currently doesn't have this capability.

The suggested change in design:

  1. Add a "Private" checkbox on the case header
  2. By default, this box is NOT Checked
  3. if this box is ticked, only people in the Notifications List can see this case.
Audit Notes:Edited by sanjay on 26/05/21 16:10. Edited by sanjay on 20/05/21 11:23. 
20 May 202102:37PM Comment 1 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 20-05-2021 03:23 PM Time Taken: 16.00
PART A - Development work for this case has been completed.

1. The change will be available in version:12.42.0520 - 12 PM

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

  1. Added a "Private" checkbox to the case header. When Checked, only users in the notifications list can access the case
  2. Added the following validations:
    1. When updating a case, we check if this case is in a Project. If it is, we prevent the update of the Project manager will not be able to see this case if the case is made Private.
    2. When changing the Project manager, we validate that the new project manager will have access to cases in the project.
    3. When Deleting a user from a case Notifications, we validate that Project Managers have access to all their cases

3. Affected Areas:

  1. All areas where we list cases. Including:
    1. Project Tasks
    2. View All Calls
    3. Case monitor
    4. Quality Control
    5. Survey Management - Questions, Manage, Setup, Responses

4. The issue was caused by:

  1. New Feature

5. Notes: 
6. Next Step (Review and System Test (Developer) -> UAT (Quality) -> Documentation): 

----------------------

PART B - Development Reference (Place descriptor for objects changed): UAT


24 May 202110:43AM Comment 2 by Rashna (Edge Business Solutions) Assigned To: Alvis (Link Technologies) Followup Date: 24-05-2021 02:31 PM Time Taken: 1.00
QA Results
Tests carried out according to requirements specified on the case header

Test Results Summary

Table 1 - Summarised list of issues
NoTest DescriptionPass/Fail
1Create a user as "Garry" enable helpdesk access for the user 
Pass
2

Create a new case 9482 do not make the case private. Validate that Garry can view cases on the below menus:

  1. View All Call
  2. Projects
  3. Monitor Calls
  4. Helpdesk Survey
  5. Quality Control
Pass
3

Create a new case 9482 and mark the case private. Validate that Garry cannot view cases on the below menus:

  1. View All Call
  2. Projects
  3. Monitor Calls
  4. Helpdesk Survey
  5. ?Quality Control

Pass
4Add "Garry" to the case notification of the private case.  Validate that Garry can view cases on the below menus:
  1. View All Call
  2. Projects
  3. Monitor Calls
  4. Helpdesk Survey
  5. ?Quality Control
Pass
5

Login as admin and create a private case

Add the case to the "Project" for which the manager is "Garry".

Garry should not be able to access the case 

Garry cannot see the case contents but can access the comments in the details of the tasks.
6
Edit the private case in the project. This should not be allowed
The Project Manager is able to edit private cases under project tasks. This automatically unticks "Private" from the case and the user is able to access the case contents

Environment Details

  1. OS version: Windows Server 2012
  2. Application version: 12.42.0520RC1
  3. Setup: Demo
  4. Server : 10.0.0.14
  5. Database: LINKSOFT-DEMO-124

Next Step: 

  1. For Closure

    24 May 202111:27AM Comment 3 by Alvis (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 24-05-2021 03:27 PM Time Taken: 1.00
    Documentation completed

    24 May 202111:31AM Comment 4 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 24-05-2021 03:27 PM Time Taken: 1.00
    PART A - Development work for this case has been completed.

    1. The change will be available in version:12.42.0524

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

    1. Added "Project ID" parameter when loading cases to add to a project. This filter is used to check if the project manager has access to a call. Only calls that the project manager has access to are shown in the list.
    2. Changed project call header edit to retain values for "Admin Lock" and "Private"

    3. Affected Areas:

    1. Helpdesk -> Projects -> Add calls to a project
    2. Helpdesk -> Projects -> Edit case header

    4. The issue was caused by:

    1. Improvements

    5. Notes: 
    6. Next Step     (Review and System Test (Developer) -> UAT (Quality) -> Documentation): UAT


    26 May 202102:43PM Comment 5 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 26-05-2021 05:51 PM Time Taken: 1.00
    QA Results
    Tests carried out according to requirements specified on the case header

    Test Results Summary

    Table 1 - Summarised list of issues
    NoTest DescriptionPass/Fail
    1

    Added "Project ID" parameter when loading cases to add to a project. This filter is used to check if the project manager has access to a call. Only calls that the project manager has access to are shown in the list

    1. Create a case for user admin and mark the case as private.
      1. Add case to Project 1, Owner - Admin - This should be allowed.
      2. Add case to Project 1, Owner - Garry - This should not be allowed.
    2. Add Garry to the case notifcation
      1. Add case to Project 1, Owner - Admin - This should be allowed.
      2. Add case to Project 1, Owner - Garry - This should be allowed.
    		Pass
    2

    Changed project call header edit to retain values for "Admin Lock" and "Private"

    1. Edit a case in the projects, validate that the "Private Flag" and "Admin Flag" is still enabled
    		Pass
    3

    4

    5


    Environment Details

    1. OS version: Windows Server 2012
    2. Application version: 12.42.0526GA
    3. Setup: Demo
    4. Server : 10.0.0.14
    5. Database: LINKSOFT-DEMO-124

    Next Step: 

    1. For Closure

      27 May 202110:30AM Comment 6 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 27-05-2021 02:30 PM
      Thanks Rashna

      If you have any queries regarding this support incident, please email admin@linktechnologies.com.au and include the Case No: L12265 in the subject line of all emails regarding this issue.

      Document size: 20.7 KB
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