Company: Link Technologies
Case No: L10324. Project: 11.40: LinkSOFT Version 11.4
Logged By: Rashna (Edge Business Solutions) on 18 Apr 2019 09:50AM
Priority: Medium
Product: Helpdesk
Group: Enhancement
Time Taken: 6.50 (Weight: 6.50)
Version: 11.3.0902
Assigned To: Sanjay (Link Technologies)
Circulation: Alvis, Rashna, Sanjay
Resolve By: Friday, 19 April 2019 12:00 AM [1827 days since logged date]
Status: Closed
Subject: Define purpose of "SLA Enabled" under "Helpdesk -> Category Maintenance"

Hi Alvis, 

Please indicate the purpose of  "SLA Enabled" under "Helpdesk -> Category Maintenance".

Details are required for documentation.


Audit Notes:Edited by sanjay on 08/12/20 09:21. Edited by alvis on 26/04/19 10:04. 
26 Apr 201910:04AM Comment 1 by Alvis (Link Technologies) Case 10324 added to project 11.0
26 Apr 201911:07AM Comment 2 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 26-04-2019 11:07 AM Time Taken: 2.50

Hi Rashna,

When "SLA Enabled" is ticked, the following are the features:

  1. Menu "Service Agreement" is populated for each Organization and Category combination.
  2. Service Agreement message is displayed on a case. The "logged by" user's organization is checked against the active "service agreement".


02 May 201912:36PM Comment 3 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 02-05-2019 12:36 PM Time Taken: 2.50

Hi Sanjay, 

Documentation for the case has been updated under Link Web-> Helpdesk -> Category


01 Jun 201908:30AM Comment 4 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 01-06-2019 08:30 AM Time Taken: 1.50
Thanks Rashna 

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: L10324 in the subject line of all emails regarding this issue.

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