Company: Link Technologies
Case No: L12319. Project: 12.44: LinkSOFT Version 12.44
Logged By: Sanjay (Link Technologies) on 12 Jul 2021 05:16PM
Priority: High
Product: Helpdesk
Group: Enhancement
Time Taken: 7.00 (Weight: 7.00)
Version: 12.44.0709
Assigned To: Sanjay (Link Technologies)
Circulation: Alvis, Rashna, Sanjay
Resolve By: Monday, 12 July 2021 11:59 PM [1015 days since logged date]
Status: Closed
Subject: Helpdesk Comments to be marked as "Deleted" instead of removing the entry from the database

When a Helpdesk comment is deleted, the current behaviour is that the comment is removed from the database and a log entry is created. We completely lose the comment. This poses a risk where an important entry can be removed.

New behaviour:

  1. Mark the comment as Deleted
  2. Show the comment as "Comment has been deleted by: {UserName}" in reports or email alerts
  3. The comment is still visible on the screens, however, they will have a status of Deleted and Greyed out.
Audit Notes:Edited by sanjay on 12/07/21 17:16. 
12 Jul 202104:33PM Comment 1 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 12-07-2021 08:31 PM Time Taken: 4.00 Notes: ETC extended from: 16/07/2021 to 12/07/2021
PART A - Development work for this case has been completed.

1. The change will be available in version:12.44.0712

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

  1. When a comment is deleted, we add the original content to Notes ~> Comments
  2. We mark the "Deleted" comment as "This comment has been deleted"
  3. The deleted entry is marked as a System Entry and therefore cannot be Edited

3. Affected Areas:

  1. Helpdesk ~> Comments

4. The issue was caused by:

  1. Improvement

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

12 Jul 202105:16PM Comment 2 by Sanjay (Link Technologies) ETC was changed from 12/07/2021 to 12/07/2021
13 Jul 202110:55AM Comment 3 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 13-07-2021 02:44 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
  1. Create a new case.
  2. Add comment 1.
  3. Delete Comment 1 - This should update that the comment has been removed
  1. When a comment is deleted, we add the original content to Notes ~> Comments

The comments under notes are not updated until the user refreshes the page.
  1. The deleted entry is marked as a System Entry and therefore cannot be Edited


Environment Details

  1. OS version: Windows Server 2012
  2. Application version: 12.44.0712GA
  3. Setup: Demo
  4. Server :
  5. Database: LINKSOFT-DEMO-124

Next Step

  1. For Review

    13 Jul 202102:18PM Comment 4 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 13-07-2021 06:15 PM Time Taken: 2.00
    Hi Rashna, Regarding Item 2, the notes do not display as the page has not reloaded from the database. This is done for efficiency purposes.

    If you have any queries regarding this support incident, please email and include the Case No: L12319 in the subject line of all emails regarding this issue.

    Document size: 7.4 KB
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