Company: Link Technologies
Case No: L10328. Project: 11.40: LinkSOFT Version 11.4
Logged By: Sanjay (Link Technologies) on 29 Apr 2019 09:46AM
Priority: High
Product: Helpdesk
Group: Enhancement
Time Taken: 25.00 (Weight: 25.00)
Version: 11.3.0902
Assigned To: Sanjay (Link Technologies)
Circulation: Rashna, Sanjay
Resolve By: Tuesday, 30 April 2019 12:00 AM [1820 days since logged date]
Status: Closed
Subject: Improve Customer Survey process and response analysis

We intend to use customer surveys to improve the "Link Technologies" brand. in order to do this we need the following features:

  1. View customer satisfaction by This Year, Last Year, Last 3 Months, Last 6 Months, Last 12 Months etc
  2. Ability to clean surveys that have no responses
  3. View satisfaction rating by Organisation
  4. Separate Survey Setup and Response forms
Audit Notes:Edited by sanjay on 11/09/19 15:55. 
29 Apr 201909:46AM Comment 1 by Sanjay (Link Technologies) Case 10328 added to project 11.0
29 Apr 201910:42AM Comment 2 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 29-04-2019 10:42 AM Time Taken: 17.50

Development work for this case has been completed.

The change will be available in version: 11.0.0429

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

  1. Added a new form for Survey Setup
  2. Changed Survey Response to show ALL, Last Year, This Year, 3,6 and 12-month analysis
  3. Added better analysis to "Customer Status" view similar to 1.2 above
  4. Added ability to clean up unused surveys

2. The issue was caused by:

  1. Improvement

3. Next Step:

  1. UAT

30 Apr 201912:08PM Comment 3 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 30-04-2019 12:08 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

Users with access to "Survey Setup", should be able to

  1. Add new questions.
  2. Delete questions (Cleanup unused surveys)

Changed Survey Response to show ALL, Last Year, This Year, 3,6 and 12-month analysis.

  1. Add case 9393 to the survey.
  2. Submit response for the survey.
  3. The response should be updated for results of "Yes/No" questions and "5Star" questions should be updated for "3Months", "6Months", "12Months" and "This Year"
3Added better analysis to "Customer Status". Customer Status should show the satisfaction percent   for "3Months", "6Months", "12Months" and "This Year"

Environment Details

  1. OS version: Windows Server 2012
  2. Application version: 11.0.429
  3. Setup: Demo
  4. Server :
  5. Database: LINKSOFT-DEMO-11-RASHNA

Next Step: Documentation

    02 May 201910:14AM Comment 4 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 03-05-2019 12:00 AM Time Taken: 3.50

    Hi Sanjay, 

    Documentation for the case has been updated under

    • LinkWeb -> Helpdesk-> Customer Status
    • LinkWeb -> Helpdesk Survey -> Survey Setup
    • LinkWeb -> Helpdesk Survey -> Question/Response
    • LinkWeb -> Helpdesk Survey -> Manage Survey


    06 May 201901:36PM Comment 5 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 06-05-2019 01:36 PM Time Taken: 1.50
    Thanks Rashna 

    09 Oct 201908:14AM Comment 6 by Sanjay (Link Technologies) Quality control status: Pass. QC Not required - This case was created before quality check was implemented in version 11 on 30/06/2019
    If you have any queries regarding this support incident, please email and include the Case No: L10328 in the subject line of all emails regarding this issue.

    Document size: 6.1 KB
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