Company: Link Technologies
Case No: L10541. Project: 11.40: LinkSOFT Version 11.4
Logged By: Sanjay (Link Technologies) on 02 Aug 2019 04:53PM
Priority: Low
Product: Helpdesk
Group: Enhancement
Time Taken: 8.00 (Weight: 8.00)
Version: 11.3.0902
Assigned To: Sanjay (Link Technologies)
Circulation: Design, Rashna, Sanjay
Resolve By: Thursday, 01 August 2019 12:00 AM [1721 days since logged date]
Status: Closed
Subject: Change Helpdesk Call Header EDIT security to always allow edit is there are NO Comment Entries

We have found that giving "Allow Call Header Edit" access to end-users is causing a disconnect between the Comments and the "call header" entries. In many cases, comments are referring to header entries that have been edited.

We give end-users "Header Edit Access" to cleanup cases coming from the Email system. To improve this function we will implement the following design:

  1. When a call is created and there are No Comment entries, we  always allow EDIT of call header
  2. We can change the "Allow Call Header Edit" functionality to allow edit even if there are comments

This way, we give "Call Header Edit" access only to administrators.

Users will need to cleanup cases before comments are added.

Audit Notes:
02 Aug 201904:53PM Comment 1 by Sanjay (Link Technologies) Case 10541 added to project 11.0
02 Aug 201904:55PM Comment 2 by Sanjay (Link Technologies) Assigned To: Design Followup Date: 02-08-2019 04:55 PM Time Taken: 5.50

Development work for this case has been completed.

The change will be available in version: 11.0.20190802

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

  1. Changed CALL HEADER EDIT to enabled if there are NO Comments in the case
  2. "Allow Call Header Edit" is only checked if there are comments

2. The issue was caused by:

  1. Improvement

3. Next Step:

  1. UAT
Note: Change applied to INTERNAL production system

19 Aug 201901:58PM Comment 3 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 19-08-2019 01:58 PM 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

Disable below access for user "Admin"

  • Can Edit Header for calls in My Organisation
  • Can Edit Header for calls in My Company
  • Can Edit Header for My calls
  1. Create a call using "admin" account. 
  2. Edit the header after saving the case. This should be allowed.
  1. Update the case and add  a comment on the case in 1 above. 
  2. Edit the header after saving the case. This should NOT be allowed

  1. Enable the access for "Can Edit Header for My calls". 
  2. Edit the header after saving the case. This should be allowed


Environment Details

  1. OS version: Windows Server 2012
  2. Application version: 11.0.0506
  3. Setup: Demo
  4. Server :
  5. Database: LINKSOFT-DEMO-11-RASHNA

Next Step

  • Closure

    09 Oct 201908:17AM Comment 4 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: L10541 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