Company: Link Technologies
Case No: L08691. Project: 08.20: LinkSOFT Version 8.2
Logged By: Rashna (Edge Business Solutions) on 20 Jul 2017 09:09AM
Priority: High
Product: Helpdesk
Group: Software Defect
Time Taken: 9.00 (Weight: 9.00)
Version: 8.290.0115
Assigned To: Sanjay (Link Technologies)
Circulation: Development, Rashna, Sanjay
Resolve By: Friday, 21 July 2017 12:00 AM [2445 days since logged date]
Status: Closed
Subject: Helpdesk Cases are logged without contents - Version 812.
Summary:    

Hi Sanjay, 

We have a scenario, whereby emails sent by XXXXX  creates cases in Helpdesk with a blank content.

Cases Number with issue - 6589 and 6556.

The following has been observed. Refer to Figure 1, below. Content has been edited for the case.

  1. The logged date on the case reads 11.49PM, However, email was sent at 10.48am.
  2. The content is blank, case is only logged with the subject.

Figure 1 : Case 6589 


Audit Notes:
20 Jul 201709:12AM Comment 1 by Sanjay (Link Technologies) Case 8691 added to project 8.13
26 Jul 201702:39PM Comment 2 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 26-07-2017 02:39 PM Time Taken: 7.00

Hi Rashna, we were not able to reproduce the issue. The following changes were made to improve the Call logging:

  1. Deprecated windows service
  2. Created a schedule in the Helpdesk site files. Web config now has "Enable Email Import"

Next Steps:

  1. Add attachment import
  2. Correct image attachment where the image is missing in some instances.

28 Jul 201704:20PM Comment 3 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 28-07-2017 04:20 PM

Quality check completed in 815.

Please document changes to scheduler.


15 Aug 201701:32PM Comment 4 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 15-08-2017 01:32 PM Time Taken: 2.00

Documentation completed on the case.

Documentation updated under Helpdesk - Technical Reference - Email Import


09 Oct 201908:14AM Comment 5 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: L08691 in the subject line of all emails regarding this issue.

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