| Subject: | Reduce the number of Alerts sent out by the system |
| Summary: | The number of alerts sent out by LinkSOFT needs to be properly managed. This case is to investigate areas where alerts can be reduced without impacting functionality. The purpose of reducing emails is that users are receiving a large number of alerts rendering the alerts causing the following issues: - Alerts go into "spam" folder
- Mail server limits exceeding
- Alerts are not read as there are too many
Here are some suggestions: - Helpdesk - When a Helpdesk case is created, we do not need to send an alert to the user creating the "Logged In user"
- Framework - Reduce the frequency of Alert dispatch to a default of "hourly" or "2.5 hrs"
- Helpdesk - Do not send alerts for "insignificant impact" such as "System Entries"
- By default, turn off all alerts that are not necessary
Other areas to be investigated. Helpdesk: We send a notification when - The case is initially created - This is so that support staff will receive the notification.
- Comment is added
- All other updates should not trigger an alert
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| Audit Notes: | Edited by sanjay on 28/04/21 15:09. Edited by sanjay on 13/04/21 08:18. Edited by sanjay on 12/04/21 13:31. Edited by sanjay on 12/04/21 13:26. |
| 12 Apr 2021 | 01:31PM Comment 1 by Sanjay (Link Technologies) ETC was changed from 30/04/2021 to 30/04/2021 |
| 14 Apr 2021 | 12:05PM Comment 2 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 15-04-2021 10:38 AM Time Taken: 8.00 |
| PART A - Development work for this case has been completed. 1. The change will be available in version:12.40.0414 2. The following changes were made(Include Database object names, Program classes, and any other relevant information): - Helpdesk - Alert is not sent to user updating a case
- Helpdesk - Alert set when a case is created, or a comment is added. All other changes do not trigger an alert
- Changed Frequency of alerts to 60 minutes
3. Affected Areas: - Helpdesk Alerts
- Processes Default Values
4. The issue was caused by: - Improvement
5. Notes:
6. Next Step (Review and System Test (Developer) -> UAT (Quality) -> Documentation): UAT |
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| 19 Apr 2021 | 03:20PM Comment 3 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 20-04-2021 03:20 PM |
| Hi Rashna, proceed with UAT |
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| 19 Apr 2021 | 04:50PM Comment 4 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 20-04-2021 04:21 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 | No | Test Description | Pass/Fail | | 1 | Log a new case and do not assign it to any user. Alert is not sent to the user logging the case. | pass | | 2 | Log a new case and assign it to a user. Alert is sent to the user assigned. | pass | | 3 | Edit the case header. No alert is sent out | pass | | 4 | Add a comment. Alert is sent out to all users in the notification list except the user entering the comment. | pass |
Environment Details - OS version: Windows Server 2012
- Application version: 12.40.0419
- Setup: Demo
- Server : 10.0.0.10
- Database: DEV-LINKSOFT-124
Next Step: - For review
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| 20 Apr 2021 | 02:24PM Comment 5 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 21-04-2021 02:04 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 | No | Test Description | Pass/Fail | | 1 | Create a case and assign it to the user "E108", the alert should be sent to only user "E108" | Pass | | 2 | Edit the case header, alerts should not be sent | Pass | | 3 | Add a comment to the case, an alert should be sent to the users in the notification list excluding the user who has entered the comment | Pass |
Environment Details - OS version: Windows Server 2012
- Application version: 12.40.0419RC1
- Setup: Demo
- Server : 10.0.0.14
- Database: LINKSOFT-DEMO-124
Next Step: - For Closure
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| 21 Apr 2021 | 01:09PM Comment 6 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 22-04-2021 01:08 PM |
| Thanks Rashna |
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| 28 Apr 2021 | 02:16PM Comment 7 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 29-04-2021 02:10 PM |
| Additional changes implemented to reduce alerts. Added a checkbox in comment entry "Send Notifications" with default or "true" Users can prevent notifications if the comment has an insignificant impact. |
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| 03 May 2021 | 12:33PM Comment 8 by Rashna (Edge Business Solutions) Assigned To: Alvis (Link Technologies) Followup Date: 04-05-2021 10:18 AM 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 | No | Test Description | Pass/Fail | | 1 | - Add a comment on case 9434.
- Validate that "Send Notification" is enabled.
- Save Comments
- This should send the email notification to the user
| Pass | | 2 | - Add a comment on case 9434.
- Disable the "Send Notification" option
- Save Comments
- This should not send the email notification to the user
| Pass |
Environment Details - OS version: Windows Server 2012
- Application version: 12.40.042GA
- Setup: Demo
- Server : 10.0.0.14
- Database: LINKSOFT-DEMO-124
Next Step: - For Documentation
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| 04 May 2021 | 11:57AM Comment 9 by Alvis (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 05-05-2021 11:56 AM Time Taken: 0.50 |
| Documentation completed |
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| 04 May 2021 | 02:14PM Comment 10 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 05-05-2021 02:14 PM |
| Thanks guys. |
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