Company: Link Technologies
Case No: L11728. Project: 11.40: LinkSOFT Version 11.4
Logged By: Sanjay (Link Technologies) on 17 Oct 2019 01:05PM
Priority: Medium
Product: Helpdesk
Group: Enhancement
Time Taken: 33.00 (Weight: 33.00)
Version: 11.4.0302
Assigned To: Sanjay (Link Technologies)
Circulation: Alvis, Development, Rashna, Sanjay
Resolve By: Friday, 11 October 2019 01:07 PM [1644 days since logged date]
Status: Closed
Subject: Add a configurable Task "Time allowed to complete" for each "Priority", "Group" and "Category" in Helpdesk
Summary:    

The current mechanism to determine if a case is overdue is dependant on a hardcoded value. We need to make this configurable.

Design:

  1. Add a User Defined Field in "Helpdesk Maintenance ~> Priority, Category and Group" as follows
    1. Field Name: TimeToComplete
    2. Description: Time allowed to complete this task in Hours. When this time exceeded, the case is considered overdue
    3. Default Values:
      1. Priority: High=4, Medium = 24, Low = 48
      2. Category: All values = 0
      3. Group: Support: 2, "System Issue" = 2, Services = 4, All others = 0
  2. The following changes need to be made:
    1. "View All Calls", "Project Tasks" and "Call Monitor" - Mark as RED when the time for a case is more than the sum of the Priority, Category and Group is exceeded
    2. Outstanding Alert notifications should also follow the "TimeToComplete" settings
    3. When a comment is added with no "Follow Up Date", calculate the "Next FollowUp Date" using the sum of this configuration
    4. Do not count Configured Public Holidays and Weekends in time calculation
    5. Add a new column on "View All Calls" called "Overdue". This is the hours the case is overdue by. When > 0, line needs to be RED. Show Zero when not overdue.
    6. The order of "View All Calls" should be:
      1. Priority (High on top - see display order of Priority)
      2. "Overdue" (Descending)
      3. Category, Group (see display order) 
      4. Call Number (Ascending)
Audit Notes:Edited by sanjay on 29/10/19 16:51. Edited by alvis on 29/10/19 13:35. Edited by sanjay on 17/10/19 13:05. Edited by sanjay on 15/10/19 08:30. Edited by sanjay on 10/10/19 16:10. Edited by sanjay on 09/10/19 16:48. Edited by alvis on 19/09/19 14:32. Edited by sanjay on 13/09/19 12:24. 
13 Sep 201912:19PM Comment 1 by Sanjay (Link Technologies) Case 11728 added to project 11.00.BETA
13 Sep 201912:19PM Comment 2 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 13-09-2019 12:19 PM Time Taken: 4.00
Completed Design

19 Sep 201902:32PM Comment 3 by Alvis (Link Technologies) Case 11728 added to project 11.004.BETA
24 Sep 201901:49PM Comment 4 by Alvis (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 24-09-2019 01:49 PM Time Taken: 6.00

Development work for this case has been completed.

The change will be available in version:11.004

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

  1. Added "Time To Complete" additional fields to "Category", "Group" and "Priority" maintenance
  2. Added "OverdueHours" column to "View All Calls" in procedure "LT_HEL_CallHeader_SEARCH"
  3. Marked the record as RED when "OverdueHours" > 0 in "View All Calls", "Project Tasks" and "Call Monitor"
  4. When a comment is added and "Next Followup Date" is not selected, the system automatically extends the "next followup date" by "Time To Complete" hours
  5. Changed the display order of "View All Calls" to
    1. Closed cases are at the end of the list
    2. Closed cases are sorted by call number
    3. Open cases are sorted by:
      1. Priority Display Order
      2. Overdue Hours Descending
      3. Category Display Order
      4. Group Display Order
      5. Logged Date
      6. Call Number

2. Affected Areas:

  1. View All Calls
  2. Project Tasks
  3. Call Monitor
  4. Priority Maintenance - Additional field
  5. Category Maintenance - Additional Field
  6. Group Maintenance - Additional Field

3. The issue was caused by:

  1. Change request

4. Notes
5. Next Step

  1. Add Overdue Hours to "View All Calls" grid
  2. Assign case to development for UAT

28 Sep 201911:59PM Comment 5 by Sanjay (Link Technologies) Assigned To: Alvis (Link Technologies) Followup Date: 28-09-2019 11:59 PM Time Taken: 2.00 Notes: Edited by sanjay on 29/09/19 00:01. 
Added columns to:
  1. "View All Calls"
  2. "Project Tasks"
  3. "Call Monitor"
Please add "OverdueHours" to the procedure: LT_HEL_CallMonitor_Select and LT_HEL_ProjectTasks_SELECT

30 Sep 201903:09PM Comment 6 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 30-09-2019 03:09 PM Time Taken: 4.00

Development work for this case has been completed.

The change will be available in version:11.004

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

  1. Refactored helpdesk call select to use a common function
  2. Implemented the call select function on View All calls, Call monitor and project tasks

2. Affected Areas:

  1. View All Calls
  2. Call Monitor
  3. Project Tasks

3. The issue was caused by:

  1. Improvement

4. Notes
5. Next Step
: UAT


09 Oct 201904:48PM Comment 7 by Sanjay (Link Technologies) Case 11728 removed from project 11.004.BETA
09 Oct 201904:48PM Comment 8 by Alvis (Link Technologies) Case 11728 added to project 11.004.BETA
10 Oct 201901:07PM Comment 9 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 11-10-2019 01:07 PM Time Taken: 12.00

Development work for this case has been completed.

The change will be available in version:11.004

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

  1. Performance improvements to call search
  2. Changed comment entry to default "Next Followup Date" based on "priority, category and Group"~>"Time To Complete" configuration. Public holidays and weekends are added.
  3. Removed Last Comment date from "View All Calls" and "Call Monitor". This has been replaced with "Overdue"
  4. "Overdue" is calculated with the following rules:
    1. When the case is closed, overdue is 0
    2. When ETC is passed, overdue is calculated from ETC date
    3. When ETC is in future, overdue is calculated using "Next Followup Date"
  5. Color coding changed as follows:
    1. GREY - Case is CLOSED
    2. RED - ETC has passed
    3. ORANGE - Next followup date has passed
    4. BLACK - Case is RESOLVED
    5. GREEN - all other cases

2. Affected Areas:

  1. View All Cases
  2. Call Monitor
  3. Project Tasks

3. The issue was caused by:

  1. Improvement

4. Notes
5. Next Step
: UAT


10 Oct 201904:10PM Comment 10 by Sanjay (Link Technologies) Case 11728 removed from project 11.004.BETA
10 Oct 201904:10PM Comment 11 by Alvis (Link Technologies) Case 11728 added to project 11.004.BETA
15 Oct 201908:30AM Comment 12 by Sanjay (Link Technologies) Case 11728 removed from project 11.004.BETA
15 Oct 201908:30AM Comment 13 by Sanjay (Link Technologies) Case 11728 added to project 11.004.BETA
17 Oct 201901:05PM Comment 14 by Sanjay (Link Technologies) Case 11728 removed from project 11.004.BETA
17 Oct 201901:05PM Comment 15 by Alvis (Link Technologies) Case 11728 added to project 11.004.BETA
21 Oct 201910:35AM Comment 16 by Rashna (Edge Business Solutions) Assigned To: Alvis (Link Technologies) Followup Date: 24-10-2019 09:04 AM Time Taken: 2.00
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

Added "Time To Complete" additional fields to "Category", "Group" and "Priority" maintenance

  • Validate that "Time to Complete" values can be added and edited under "Category", "Priority" and "Group".

Set the hours as below

  • 2
  • 5
  • 3.5
Pass
2Marked the record as RED when "OverdueHours" > 0 in "View All Calls", "Project Tasks" and "Call Monitor"
Pass
3When a comment is added and "Next Followup Date" is not selected, the system automatically extends the "next followup date" by "Time To Complete" hours

Fails

Set the Time To Complete as below

  • Priority - Medium - 2 Hrs
  • Category - ESS - 3 Hrs
  • Group - Improvement - 5 Hours
  • Total Hours - 10

Create a case with above settings. Comment on the case and not alter the "Followup Date".


System updates the next follow up date by 5 hours only.

4
  1. Closed cases are at the end of the list
  2. Closed cases are sorted by call number

Pass
5Open cases are sorted by:
  1. Priority Display Order
  2. Overdue Hours Descending
  3. Category Display Order
  4. Group Display Order
  5. Logged Date
  6. Call Number
Pass
6Changed comment entry to default "Next Followup Date" based on "priority, category and Group"~>"Time To Complete" configuration. Public holidays and weekends are added.

Fails

Set the Time To Complete as below

  • Priority - Medium - 24 Hrs
  • Category - ESS - 3 Hrs
  • Group - Improvement - 4 Hours
  • Total Hours - 31

Create a case with above settings. Comment on the case and verify the "Followup Date".


System calculates followup date as 22/10/2019 1.20PM

Current time is 21/10/2019 10.20AM

It does not accommodate the hours for "Group"

7Removed Last Comment date from "View All Calls" and "Call Monitor". This has been replaced with "Overdue"
Pass
8"Overdue" is calculated with the following rules:
  1. When the case is closed, overdue is 0
  2. When ETC is passed, overdue is calculated from ETC date
  3. When ETC is in future, overdue is calculated using "Next Followup Date"
Pass
9Color coding changed as follows:
  1. GREY - Case is CLOSED
  2. RED - ETC has passed
  3. ORANGE - Next followup date has passed
  4. BLACK - Case is RESOLVED
  5. GREEN - all other cases

A case is overdue by 1 day. User marks the case as "Resolved", without changing the "Followup Date". This case is still "RED"

Environment Details

  1. OS version: Windows Server 2012
  2. Application version: 11.4.1018
  3. Setup: Demo
  4. Server : 10.0.0.14
  5. Database: LINKSOFT-DEMO-11-RASHNA

Next Step

  1. Review

    29 Oct 201901:39PM Comment 17 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 30-10-2019 01:35 PM Time Taken: 1.00

    Development work for this case has been completed.

    The change will be available in version:11.4.1029

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

    1. Corrected the "time to complete" computation for "Group" setup

    2. Affected Areas:

    1. Helpdesk Comment entry

    3. The issue was caused by:

    1. An incorrect module name was used to compute "Time to Complete" additional field.

    4. Notes: For colour coding, the following order is used:

    1. GREY - Case is CLOSED
    2. RED - ETC has passed
    3. ORANGE - Next followup date has passed
    4. BLACK - Case is RESOLVED
    5. GREEN - all other cases

    Resolved cases that are overdue will be displayed as RED.

    5. Next Step: UAT


    30 Oct 201909:35AM Comment 18 by Rashna (Edge Business Solutions) Assigned To: Rashna (Edge Business Solutions) Followup Date: 31-10-2019 09:18 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

    When a comment is added and "Next Followup Date" is not selected, the system automatically extends the "next followup date" by "Time To Complete" hours
    Set the Time To Complete as below

    • Priority - Medium - 2 Hrs
    • Category - ESS - 3 Hrs
    • Group - Improvement - 5 Hours
    • Total Hours - 10

    Create a case with above settings. Comment on the case and not alter the "Followup Date". Follow up date should be 7.30pm

    Pass
    2

    Changed comment entry to default "Next Followup Date" based on "priority, category and Group"~>"Time To Complete" configuration. Public holidays and weekends are added.
    Set the Time To Complete as below

    • Priority - Medium - 2 Hrs
    • Category - ESS - 3 Hrs
    • Group - Improvement - 5 Hours
    • Total Hours - 10

    Create a case with above settings. Comment on the case and not alter the "Followup Date".Follow up date should be 7.30pm 

    Pass

    Environment Details

    1. OS version: Windows Server 2012
    2. Application version: 11.4.1029
    3. Setup: Demo
    4. Server : 10.0.0.14
    5. Database: LINKSOFT-DEMO-11-RASHNA

    Next Step

    1. Documentation

      30 Oct 201909:39AM Comment 19 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 31-10-2019 09:35 AM
      Added to documentation

      04 Dec 201909:25AM Comment 20 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 05-12-2019 09:07 AM Time Taken: 1.00

      Hi Sanjay, 

      Documentation has been updated at 

      • "Linkweb Application Portal - Helpdesk - Helpdesk Maintenance - Priority"
      • "Linkweb Application Portal - Helpdesk - Helpdesk Maintenance - Category "
      • "Linkweb Application Portal - Helpdesk - Helpdesk Maintenance - Group "

      Thanks
      Rashna


      If you have any queries regarding this support incident, please email admin@linktechnologies.com.au and include the Case No: L11728 in the subject line of all emails regarding this issue.

      Document size: 36.3 KB
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