Company: Link Technologies
Case No: L11647. Project: 11.40: LinkSOFT Version 11.4
Logged By: Sanjay (Link Technologies) on 08 Aug 2019 12:03PM
Priority: Low
Product: Helpdesk
Group: Enhancement
Time Taken: 14.50 (Weight: 17.50)
Version: 11.3.0902
Assigned To: Sanjay (Link Technologies)
Circulation: Design, Rashna, Sanjay
Resolve By: Friday, 09 August 2019 12:00 AM [1719 days since logged date]
Status: Closed
Subject: Add the ability to respond to Helpdesk calls via the internet to allow users without an account to add comments

Most users do not log into helpdesk to update cases as it is difficult to remember username and passwords.

To encourage users from updating cases, we want to allow users to be able to update cases directly on the web without having to log in.

Audit Notes:
08 Aug 201912:03PM Comment 1 by Sanjay (Link Technologies) Case 11647 added to project 11.0
08 Aug 201912:05PM Comment 2 by Sanjay (Link Technologies) Assigned To: Design Followup Date: 08-08-2019 12:05 PM Time Taken: 9.50

Development work for this case has been completed.

The change will be available in version: 11.0.20190808

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

  1. Added a new public form to allow users to add comments
  2. Added anti-spamming logic
  3. The call will be logged by the user the original email is sent to
  4. There is a limit of 5 comments per 10-minute window

2. The issue was caused by:

  1. Improvement

3. Next Step:

  1. UAT

19 Aug 201903:17PM Comment 3 by Rashna (Edge Business Solutions) Assigned To: Rashna (Edge Business Solutions) Followup Date: 19-08-2019 03:17 PM Time Taken: 2.50
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

Worked with case 11655. Logged by "rashna" , assigned to user "rashna".

Click on the link to "Post a reply to this case here" and enter a comment. Email notification was sent to "".

Enter a comment from the email "". The comment should be updated and the user should be updated as "rashna"as "". is the registered email address for the user 


Worked with case 9474. Logged by "admin" , assigned to user "E066".

Click on the link to "Post a reply to this case here" and enter a comment.

  • Change the assigned to E070
  • Update time taken as 1 hour

This should be completed without errors

3Test code validation. Validation code on the reply is 'kldpk'. Enter code as 'K1dpk' this should not be allowedPass


  1. Helpdesk alert is sent to a email address for example, "". Individual receiving the email will have the ability to comment from the email. When the comment is added, the user for the comment will be updated with the "Username" which has the email address as  "".
  2. If a user in helpdesk has multiple email addresses. Individual email will be sent to each email address. Any of the email  recipient would be able to update the comment.
  3. In a scenario where the email recipient forwards a notification to party B. Party B updates comment from email, the Helpdesk case will be updated with user who received  the original email.

Environment Details

  1. OS version: Windows Server 2012
  2. Application version: 11.0.0816
  3. Setup: Demo
  4. Server :
  5. Database: LINKSOFT-DEMO-11-RASHNA

Next Step

  1. Documentation

    19 Aug 201904:58PM Comment 4 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 19-08-2019 04:58 PM Time Taken: 1.50 Notes: Created from the WEB url sent to:
    Thanks Rashna, for the detailed explanation.

    03 Dec 201902:54PM Comment 5 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 05-12-2019 02:49 PM Time Taken: 1.00

    Hi Sanjay

    Documentation has been updated at LinkWeb Applications Portal - Helpdesk - iew_All_Cases.


    If you have any queries regarding this support incident, please email and include the Case No: L11647 in the subject line of all emails regarding this issue.

    Document size: 7.1 KB
    For call complaints, please contact the Managing Director of the company using this form