Company: Link Technologies
Case No: L13004. Project: 15.20: LinkSOFT Version 15.20
Logged By: Sanjay (Link Technologies) on 20 Feb 2024 10:56AM
Priority: Low
Product: Helpdesk
Group: Enhancement
Time Taken: 17.00 (Weight: 6.00)
Assigned To: Sanjay (Link Technologies)
Circulation: Sanjay
Resolve By: Tuesday, 20 February 2024 10:56 AM [57 days since logged date]
Status: Closed
Subject: Helpdesk Outstanding Calls Alert should display "Days Overdue" and "Days Since logged"

We need "Days Overdue" and "Days Since logged" to assist with managing outstanding cases.

This will help identify cases that have not been resolved and allow us to prioritise.

Audit Notes:Edited by sanjay on 21/02/24 12:00. 
20 Feb 202410:59AM Comment 1 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 01-03-2024 10:56 AM Time Taken: 8.00
PART A - Development work for this case has been completed.

1. The change will be available in version: 15.20

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

  1. Changed "Outstanding Cases" to "Overdue Cases" when the ETC has past and highlighted the backcolor to RED
  2. Changed title for OPEN Cases to "Open Cases" and highlighted the backcolor to Green (3)
  3. Added two columns, one for "Days Overdue" and another for "Days Since logged"

3. Affected Areas:

  1. Helpdesk Outstanding Cases Alert

4. The issue was caused by:

  1. Improvement

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

Development Reference (Place descriptor for objects changed)
Figure 1 - Sample Alert

20 Feb 202411:15AM Comment 2 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 01-03-2024 10:59 AM Time Taken: 3.00

Added Logged Days t the Main Case Screen

Figure 1 - Logged Days added

21 Feb 202410:45AM Comment 3 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 01-03-2024 10:37 AM Time Taken: 6.00
The following tests were performed: Table 1 - Test Results
NoTest CaseExpected ResultPass/FailComments
1Verify two new column on Call Analyser with "Days Since the case was logged"


2Verify Alert shows Green and Red on Outstanding Cases


3Confirm grouping of Category/Group/Reference


Environment Details

  1. OS version: Win11
  2. Application version: 15.20
  3. Setup on:
    1. Server: LinkQA4
    2. Database: LinkSOFT
    3. LinkSOFT URL: HTTP://LinkQA4/LinkSOFT
  4. Login Details: Standard username and password for user "admin"

Next Step: Closure

If you have any queries regarding this support incident, please email and include the Case No: L13004 in the subject line of all emails regarding this issue.

Document size: 230.4 KB
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