Company: Link Technologies
Case No: L11967. Project: 12.10: LinkSOFT version 12.1
Logged By: Sanjay (Link Technologies) on 07 May 2020 05:53PM
Priority: Medium
Product: Helpdesk
Group: Enhancement
Time Taken: 4.00 (Weight: 9.00)
Version: 12.10.1020
Assigned To: Rashna (Edge Business Solutions)
Circulation: Alvis, Development, Rashna, Sanjay
Resolve By: Friday, 08 May 2020 12:00 AM [1441 days since logged date]
Status: Closed
Subject: Add the ability to include email addresses in the Case Notifications

In order to add an email address to a case notification, we have to create a user.

We need the ability to add an email address without creating a user.

Reason: When a prospect is being handled, we do not want to create a user until the prospect becomes a customer, however, we still need the prospect to be notified of the case movements.

Audit Notes:Edited by sanjay on 08/05/20 14:00. 
08 May 202001:47PM Comment 1 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 12-05-2020 01:45 PM Time Taken: 2.00

Development work for this case has been completed.

The change will be available in version:11.5.0508

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

  1. Added "Additional Email" in the user notification tab. 

2. Affected Areas:

  1. Call notification

3. The issue was caused by:

  1. Improvement

4. Notes
5. Next Step

08 May 202002:00PM Comment 2 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 12-05-2020 02:00 PM
Proceed with UAT

13 May 202012:15PM Comment 3 by Rashna (Edge Business Solutions) Assigned To: Rashna (Edge Business Solutions) Followup Date: 14-05-2020 12:09 PM Time Taken: 1.00
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

Create user as below:

  1. SalesProspect.
  2. Email address -

Create a case for user SalesProspect. Add below email addresses in the "Additional Email" field in the notification tab.


System should send the case notification to all 3 email addresses. 


Environment Details

  1. OS version: Windows Server 2012
  2. Application version: 11.5.0512
  3. Setup: Demo
  4. Server :
  5. Database: LINKSOFT-DEMO-11-RASHNA

Next Step

  1. Documentation

    27 May 202011:00AM Comment 4 by Rashna (Edge Business Solutions) Assigned To: Rashna (Edge Business Solutions) Followup Date: 28-05-2020 10:59 AM Time Taken: 1.00

    Hi Sanjay, 

    Documentation has been updated at LinkSOFT\LinkWebApplicationsPortal\Helpdesk\New_Call_-_Detail.htm


    If you have any queries regarding this support incident, please email and include the Case No: L11967 in the subject line of all emails regarding this issue.

    Document size: 5.5 KB
    For call complaints, please contact the Managing Director of the company using this form