Company: Link Technologies
Case No: L13011. Project: 15.30: LinkSOFT Version 15.30
Logged By: Sanjay (Link Technologies) on 14 Mar 2024 11:00AM
Priority: Not Applicable
Product: Helpdesk
Group: Software Defect
Time Taken: 12.00 (Weight: 11.00)
Assigned To: Sanjay (Link Technologies)
Circulation: Sanjay
Resolve By: Tuesday, 30 April 2024 11:00 AM [47 days since logged date]
Status: Closed
Subject: "Service Level Agreement" Active/Inactive Status does not show correctly in Helpdesk Cases
Summary:    

When a case is created, the top section of the case displays the SLA (Service Level Agreement) Active Status.

The SLA is configured by using the following steps:

  1. Using menu "Helpdesk Maintenance ~> Category", define which categories should be part of an SLA
  2. Using Menu "Helpdesk Maintenance ~> Service Agreement", Expand each organisation and add the dates where SLA is Active
  3. When a case is created using the selected category, the system will display a message stating if the SLA is Active/Inactive with relevant dates
  4. There is NO SLA Display if there is NO SLA Configured
Audit Notes:Edited by sanjay on 11/04/24 11:02. Edited by sanjay on 27/03/24 11:17. Edited by sanjay on 26/03/24 16:56. Edited by sanjay on 18/03/24 09:27. 
14 Mar 202411:52AM Comment 1 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 20-03-2024 01:50 PM Time Taken: 7.00
PART A - Development work for this case has been completed.

1. The change will be available in version: 15.30

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

  1. Corrected "SLA Active" flag on menu "Hlpdesk Maintenance ~> Service Agreement" to show Amount and "Active" only if there is an active Service Agreement
  2. Corrected message on Helpdesk Call View to show correct SLA Message with Date of Last agreement

3. Affected Areas:

  1. Helpdesk Service Agreement
  2. Helpdesk Case View

4. The issue was caused by:

  1. Correction of issue where SLA is not showing correctly

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


18 Mar 202409:27AM Comment 2 by Sanjay (Link Technologies) ETC was changed from 14/03/2024 to 22/03/2024
11 Apr 202411:02AM Comment 3 by Sanjay (Link Technologies) ETC was changed from 22/03/2024 to 30/04/2024
22 Apr 202405:04PM Comment 4 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 24-04-2024 06:55 PM Time Taken: 5.00
The following tests were performed:

Test Setup Instructions:
  1. Standard Demo Environment version 15.30
Table 1 - Test Results
NoTest CaseExpected ResultPass/FailComments
1Create an organisation with INACTIVE SLA. Attach to a user. Create a case with this user
SLA label on "Call Edit" should show SLA is expired with correct dates
Pass

2Create an organisation with ACTIVE SLA. Attach to a user. Create a case with this user
SLA label on "Call Edit" should show SLA is active with correct dates
Pass


Figure 1 - SLA Active status on Call Edit


Environment Details

  1. OS version: Win11
  2. Application version:
  3. Setup on:
    1. Server: LinkQA4
    2. Database: LinkSOFT
    3. LinkSOFT URL: HTTP://LinkQA4/LinkSOFT
  4. Login Details: Standard username and password for user "admin"

Next Step: Closure


If you have any queries regarding this support incident, please email admin@linktechnologies.com.au and include the Case No: L13011 in the subject line of all emails regarding this issue.

Document size: 144.3 KB
For call complaints, please contact the Managing Director of the company using this form.