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. - The logged date on the case reads 11.49PM, However, email was sent at 10.48am.
- The content is blank, case is only logged with the subject.
Figure 1 : Case 6589
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Audit Notes: | |
20 Jul 2017 | 09:12AM Comment 1 by Sanjay (Link Technologies) Case 8691 added to project 8.13 |
26 Jul 2017 | 02:39PM 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: - Deprecated windows service
- Created a schedule in the Helpdesk site files. Web config now has "Enable Email Import"
Next Steps: - Add attachment import
- Correct image attachment where the image is missing in some instances.
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28 Jul 2017 | 04:20PM 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. |
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15 Aug 2017 | 01:32PM 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 |
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09 Oct 2019 | 08:14AM 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 |