Company: Link Technologies
Case No: L11667. Project: 11.40: LinkSOFT Version 11.4
Logged By: Rashna (Edge Business Solutions) on 15 Aug 2019 08:28AM
Priority: High
Product: Helpdesk
Group: Software Defect
Time Taken: 6.50 (Weight: 6.50)
Version: 11.3.0902
Assigned To: Sanjay (Link Technologies)
Circulation: Alvis, Development, Rashna, Sanjay
Resolve By: Friday, 16 August 2019 12:00 AM [1712 days since logged date]
Status: Closed
Subject: Unable to delete "Escalation Rules" in Helpdesk.

Tested in version 11.805

Steps to Replicate

  1. Create and save a new "Escalation Rule".
  2. Click on the "Red X" to delete the record.
  3. Below message occurs. Refer to Figure 1.

Figure 1: Error

Audit Notes:Edited by sanjay on 11/09/19 15:56. 
15 Aug 201908:28AM Comment 1 by Rashna (Edge Business Solutions) Case 11667 added to project 11.0
16 Aug 201902:22PM Comment 2 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 16-08-2019 02:22 PM Time Taken: 2.50

Development work for this case has been completed.

The change will be available in version: 11.0.0816

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

  1. Resolved issue with Delete.

2. The issue was caused by:

  1. UserID was not sent to the delete procedure

3. Next Step:

  1. UAT

4. Notes:

16 Aug 201903:16PM Comment 3 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 16-08-2019 03:16 PM Time Taken: 1.50
For UAT 

19 Aug 201908:11AM Comment 4 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 19-08-2019 08:11 AM 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
1Create a new escalation rule as "Assign to Helpdesk Coordinator" . This should be saved without errors.Pass
2Delete the above rule, the rule should be marked as "Inactive" without errors.  Pass
3Edit the rule in 2 above and mark it as "Active".  This should be saved without errorsPass

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. Closure

    09 Oct 201908:17AM Comment 5 by Sanjay (Link Technologies) Quality control status: Pass. QC Not required - Cleared queue due to large number of calls
    If you have any queries regarding this support incident, please email and include the Case No: L11667 in the subject line of all emails regarding this issue.

    Document size: 28.9 KB
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