Company: Link Technologies
Case No: L12849. Project: 14.70: LinkSOFT Version 14.70 - May 2023
Logged By: Sanjay (Link Technologies) on 28 Feb 2023 02:58PM
Priority: Low
Product: Helpdesk
Group: Enhancement
Time Taken: 24.00 (Weight: 25.00)
Assigned To: Development
Circulation: Aarti Pooja Gayaneshwar, Development, Sanjay
Resolve By: Friday, 28 April 2023 02:39 PM [415 days since logged date]
Status: Closed
Subject: Automatic Call closure feature
Our client has requested for a feature whereby if a case with the status as "Resolved/On Hold"  has not been actioned for a specified number of hours, the case should be closed automatically with a  defined comment. This is an important feature required to minimize the call load and response time by their clients/staff. Case needs to be assigned to the user who has logged the case when it is closed.

Improvements Required

We have analyzed the Helpdesk features and have found automatic escalation to be the best-suited method to achieve the above business scenario. However, the following change would need to be done to facilitate:

  1. Add a status selection filter. This would determine which cases are to be closed. For example, if the status is selected as "Resolved", then all cases having status as "Resolved" and unattended for X hours will be closed.
  2. Notification should be sent to all users in the case notification.
  3. Date and Time the call is Closed to be updated on the cases
  4. The comment field should be a configurable field.
Audit Notes:Edited by sanjay on 19/04/23 15:44. Edited by sanjay on 18/04/23 11:39. Edited by sanjay on 30/03/23 09:46. Edited by sanjay on 20/03/23 13:48. Edited by sanjay on 17/03/23 10:12. Edited by sanjay on 09/03/23 17:35. Edited by sanjay on 01/03/23 15:57. Edited by sanjay on 28/02/23 14:58. Edited by sanjay on 28/02/23 13:59. 
28 Feb 202302:58PM Comment 1 by Sanjay (Link Technologies) Case L12849 added to project 14.60
17 Mar 202310:12AM Comment 2 by Sanjay (Link Technologies) Case L12849 added to project 14.70
30 Mar 202303:43PM Comment 3 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 28-04-2023 02:39 PM Time Taken: 12.00 Notes: ETC extended from: 04/03/2023 to 28/04/2023
PART A - Development work for this case has been completed.

1. The change will be available in version: 14.70

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

  1. Added a "Status" filter so users can filter specific Status to escalate
  2. Changed Escalation so that Notification is sent to all Emails in the notifications list
  3. Changed the Escalation notes to be exactly as it is in the configuration. Audit notes show the Escalation rules applied

3. Affected Areas:

  1. Call Escalation Rules and Notifications

4. The issue was caused by:

  1. Improvement

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

19 Apr 202303:42PM Comment 4 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 28-04-2023 01:39 PM Time Taken: 12.00
The following tests were performed:

Test Setup Instructions:
  1. Setup Escalation rule # 1 to Assign any case with more than 2 hours from "Comment date" to be assigned to Juli
  2. Setup Escalation rule # 2 to Close any case with the Status "Resolved" where the comment has not been added in 5 hours
Table 1 - Test Results
NoTest CaseExpected ResultPass/FailComments
1Create a new case - do not add any comments
Since there are no comments, none of the rules should apply

2Add a comment to 1. above. 
Since the comment date is less than 2 hours, no escalation should be performed

3Backdate the comment in 2. above by 3 hours
Rule #1 should apply and the case should be assigned to Juli

4Change the status to Resolved
No rule should apply as Rule # 2 requires 5 hours from the Comment date

5Backdate the comment in 2. above by 6 hours
Rule 2 should apply and the case should be closed.

Environment Details

  1. OS version: Win11
  2. Application version: 14.
  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 and include the Case No: L12849 in the subject line of all emails regarding this issue.

Document size: 11.5 KB
For call complaints, please contact the Managing Director of the company using this form