Company: Link Technologies
Case No: L13125. Project: 15.80: LinkSOFT Version 15.80
Logged By: Sanjay (Link Technologies) on 21 Mar 2025 02:23PM
Priority: Low
Product: Framework
Group: Enhancement
Time Taken: 2.00 (Weight: 24.00)
Assigned To: Development
Circulation: Development, Sanjay
Resolve By: Thursday, 31 July 2025 03:21 PM [99 days since logged date]
Status: Closed
Subject: Create a Helpdesk Ticket directly from Customers environment Menu: "Global Administration ~> Event Log"
Summary:    

We need an easy way to create a ticket in Link Helpdesk when a customer experiences an error.

Design:

  1. From the customers Event Log, add a button "Create Support Ticket"
  2. A case should be created in LinkSOFT Helpdesk using the EVENT LOG DETAILS
  3. The Helpdesk User will be selected using the Customer Name
  4. Customers will be limited to 10 tickets per day to prevent abuse 
Audit Notes:Edited by sanjay on 27/06/25 14:49. Edited by sanjay on 25/06/25 14:07. Edited by sanjay on 06/06/25 15:48. Edited by sanjay on 06/06/25 15:15. Edited by sanjay on 28/04/25 14:32. 
04 Apr 202503:22PM Comment 1 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 30-05-2025 03:21 PM Notes: ETC extended from: 21/03/2025 to 30/05/2025
 Changed Resolution date to match next release.

01 May 202511:46AM Comment 2 by Sanjay (Link Technologies) Case L13125 removed from project 15.70
06 Jun 202503:15PM Comment 3 by Sanjay (Link Technologies) ETC was changed from 30/05/2025 to 31/07/2025
06 Jun 202503:16PM Comment 4 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 31-07-2025 03:15 PM
Date aligned to next release

06 Jun 202503:48PM Comment 5 by Sanjay (Link Technologies) Case L13125 added to project 15.80
25 Jun 202512:55PM Comment 6 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 04-07-2025 11:08 AM Time Taken: 2.00
PART A - Development work for this case has been completed.

1. The change will be available in version: 15.80

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

  1. Added a new option in menu "Global Administration ~> Event Log" to "Create Support Ticket"
  2. The tooltip on the button states "Event log details will be sent via Email to the Link Technologies Helpdesk System."
  3. Only one entry can be sent at any one time
  4. Status of the event log is changed to "SupportTicketSent" 

3. Affected Areas:

  1. menu "Global Administration ~> Event Log"

4. The issue was caused by:

  1. New Feature - make it easier to create support tickets

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


If you have any queries regarding this support incident, please email Support@LinkTechnologies.com.au and include the Case No: L13125 in the subject line of all emails regarding this issue.

Document size: 3.3 KB
For call complaints, please contact the Managing Director of the company using this form.