Company: Link Technologies
Case No: L12017. Project: 12.10: LinkSOFT version 12.1
Logged By: Sanjay (Link Technologies) on 04 Aug 2020 05:56PM
Priority: Medium
Product: Helpdesk
Group: Enhancement
Time Taken: 8.00 (Weight: 8.00)
Version: 12.10.1020
Assigned To: Rashna (Edge Business Solutions)
Circulation: Rashna, Sanjay
Resolve By: Wednesday, 05 August 2020 05:17 PM [1353 days since logged date]
Status: Closed
Subject: Add the ability to extend the "Expected Resolution Date" when adding a comment in Helpdesk

When a case is updated ion helpdesk, we often have the need to extend the ETC as the project timeline changes.

We have found many cases with comments added. The ETC changes but the users do not update this as one has to go to the case header and update the ETC.

To make it easier, we can add a checkbox that will allow the new ETC to be updated with the next followup date.

Audit Notes:Edited by sanjay on 04/08/20 17:56. 
04 Aug 202005:19PM Comment 1 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 05-08-2020 05:17 PM Time Taken: 6.00

Development work for this case has been completed.

The change will be available in version:12.0.0804

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

  1. Added a checkbox in the Helpdesk Comment Entry
  2. When the comment is added and the "Extend ETC" is checked, the case header ETC is extended and a comment note is added to show the OLD and New ETC dates.

2. Affected Areas:

  1. Helpdesk - Add comments

3. The issue was caused by:

  1. Improvement

4. Notes
5. Next Step
: UAT and documentation


Development Reference: Update Case Comment - Added EctenxETC to the Comment INSERT interface.

04 Aug 202005:56PM Comment 2 by Sanjay (Link Technologies) ETC was changed from 04/08/2020 to 05/08/2020
10 Aug 202002:47PM Comment 3 by Rashna (Edge Business Solutions) Assigned To: Rashna (Edge Business Solutions) Followup Date: 11-08-2020 02:42 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

Current Details

  1. Case No - 9175
  2. Resolve Date - 06/03/18
  3. Followup Date - 05/02/2018

Add a new comment with the "Follow Up Date" as of 15/08/2020. Save the comment.

The "Resolve Date" on the case header should be updated to 15/08/2020


A note should be added to the comment in 1 above to read:

ETC extended from: 06/03/2018 to 15/08/2020


Environment Details

  1. OS version: Windows Server 2012
  2. Application version: 12.0.0810
  3. Setup: Demo
  4. Server :
  5. Database: LINKSOFT-DEMO-12-RASHNA

Next Step

  1. Documentation

    10 Sep 202010:10AM Comment 4 by Rashna (Edge Business Solutions) Assigned To: Rashna (Edge Business Solutions) Followup Date: 11-09-2020 10:09 AM Time Taken: 1.00

    Hi Sanjay, 

    Documentation has been updated on the "New Call Details" page (LinkSOFT\LinkWebApplicationsPortal\Helpdesk\New_Call_-_Detail.htm)


    If you have any queries regarding this support incident, please email and include the Case No: L12017 in the subject line of all emails regarding this issue.

    Document size: 7.7 KB
    For call complaints, please contact the Managing Director of the company using this form