Company: Link Technologies
Case No: L12217. Project: 12.40: LinkSOFT Version 12.40 - 12.41
Logged By: Sanjay (Link Technologies) on 12 Apr 2021 01:31PM
Priority: Medium
Product: Framework
Group: Enhancement
Time Taken: 11.50 (Weight: 11.50)
Version: 12.40
Assigned To: Sanjay (Link Technologies)
Circulation: Alvis, Development, Rashna, Sanjay
Resolve By: Friday, 30 April 2021 11:59 PM [1106 days since logged date]
Status: Closed
Subject: Reduce the number of Alerts sent out by the system
Summary:    

The number of alerts sent out by LinkSOFT needs to be properly managed. This case is to investigate areas where alerts can be reduced without impacting functionality.

The purpose of reducing emails is that users are receiving a large number of alerts rendering the alerts causing the following issues:

  1. Alerts go into "spam" folder
  2. Mail server limits exceeding
  3. Alerts are not read as there are too many

Here are some suggestions:

  1. Helpdesk - When a Helpdesk case is created, we do not need to send an alert to the user creating the "Logged In user"
  2. Framework - Reduce the frequency of Alert dispatch to a default of "hourly" or "2.5 hrs"
  3. Helpdesk - Do not send alerts for "insignificant impact" such as "System Entries"
  4. By default, turn off all alerts that are not necessary

Other areas to be investigated.

Helpdesk: We send a notification when

  1. The case is initially created - This is so that support staff will receive the notification.
  2. Comment is added
  3. All other updates should not trigger an alert
Audit Notes:Edited by sanjay on 28/04/21 15:09. Edited by sanjay on 13/04/21 08:18. Edited by sanjay on 12/04/21 13:31. Edited by sanjay on 12/04/21 13:26. 
12 Apr 202101:31PM Comment 1 by Sanjay (Link Technologies) ETC was changed from 30/04/2021 to 30/04/2021
14 Apr 202112:05PM Comment 2 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 15-04-2021 10:38 AM Time Taken: 8.00
PART A - Development work for this case has been completed.

1. The change will be available in version:12.40.0414

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

  1. Helpdesk - Alert is not sent to user updating a case
  2. Helpdesk - Alert set when a case is created, or a comment is added. All other changes do not trigger an alert
  3. Changed Frequency of alerts to 60 minutes

3. Affected Areas:

  1. Helpdesk Alerts
  2. Processes Default Values

4. The issue was caused by:

  1. Improvement

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


19 Apr 202103:20PM Comment 3 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 20-04-2021 03:20 PM
Hi Rashna, proceed with UAT

19 Apr 202104:50PM Comment 4 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 20-04-2021 04:21 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
1Log a new case and do not assign it to any user. Alert is not sent to the user logging the case.pass
2Log a new case and assign it to a user. Alert is sent to the user assigned.pass
3Edit the case header. No alert is sent outpass
4Add a comment. Alert is sent out to all users in the notification list except the user entering the comment.pass

Environment Details

  1. OS version: Windows Server 2012
  2. Application version: 12.40.0419
  3. Setup: Demo
  4. Server : 10.0.0.10
  5. Database: DEV-LINKSOFT-124

Next Step

  1. For review

    20 Apr 202102:24PM Comment 5 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 21-04-2021 02:04 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
    1Create a case and assign it to the user "E108", the alert should be sent to only user "E108"Pass
    2Edit the case header, alerts should not be sentPass
    3Add a comment to the case, an alert should be sent to the users in the notification list excluding the user who has entered the commentPass

    Environment Details

    1. OS version: Windows Server 2012
    2. Application version: 12.40.0419RC1
    3. Setup: Demo
    4. Server : 10.0.0.14
    5. Database: LINKSOFT-DEMO-124

    Next Step

    1. For Closure

      21 Apr 202101:09PM Comment 6 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 22-04-2021 01:08 PM
      Thanks Rashna

      28 Apr 202102:16PM Comment 7 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 29-04-2021 02:10 PM

      Additional changes implemented to reduce alerts. Added a checkbox in comment entry "Send Notifications" with default or "true"

      Users can prevent notifications if the comment has an insignificant impact.


      03 May 202112:33PM Comment 8 by Rashna (Edge Business Solutions) Assigned To: Alvis (Link Technologies) Followup Date: 04-05-2021 10:18 AM 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
      1
      1. Add a comment on case 9434.
      2. Validate that "Send Notification" is enabled.
      3. Save Comments
      4. This should send the email notification to the user
      Pass
      2
      1. Add a comment on case 9434.
      2. Disable the "Send Notification" option
      3. Save Comments
      4. This should not send the email notification to the user
      Pass

      Environment Details

      1. OS version: Windows Server 2012
      2. Application version: 12.40.042GA
      3. Setup: Demo
      4. Server : 10.0.0.14
      5. Database: LINKSOFT-DEMO-124

      Next Step

      1. For Documentation 

      04 May 202111:57AM Comment 9 by Alvis (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 05-05-2021 11:56 AM Time Taken: 0.50
      Documentation completed

      04 May 202102:14PM Comment 10 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 05-05-2021 02:14 PM
      Thanks guys.

      If you have any queries regarding this support incident, please email admin@linktechnologies.com.au and include the Case No: L12217 in the subject line of all emails regarding this issue.

      Document size: 14.8 KB
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