Company: Link Technologies
Case No: L10515. Project: 11.40: LinkSOFT Version 11.4
Logged By: Alvis (Link Technologies) on 10 Jul 2019 01:24PM
Priority: High
Product: Helpdesk
Group: Enhancement
Time Taken: 8.50 (Weight: 11.50)
Version: 11.3.0902
Assigned To: Sanjay (Link Technologies)
Circulation: Alvis, Development, Rashna, Sanjay
Resolve By: Wednesday, 30 May 2018 12:53 AM [1748 days since logged date]
Status: Closed
Subject: Automated closing a case with a message

We would like to have an automated Message sent to Clients when a call is closed.

Sample for our closed call notification. Please advise if the below message can be automated on a call closure.

message to be added on the case:
We have not heard from you in 72 hours, as such this notification is to inform you that this incident has been closed. Should you have any further questions please don't hesitate to contact <helpdesk link> phone <Phone>

Audit Notes:Edited by alvis on 16/08/19 15:42. Edited by alvis on 16/08/19 15:42. Edited by alvis on 10/07/19 13:24. 
10 Jul 201901:24PM Comment 1 by Alvis (Link Technologies) Case 10515 added to project 11.0
10 Jul 201901:25PM Comment 2 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 10-07-2019 01:25 PM Time Taken: 3.50

Development work for this case has been completed.

The change will be available in version: 11.0.0710

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

  1. Added "EsclationStatus" to "escalation rules"
  2. Changed the "Escalation" process to create the comment with the escalation status.

2. The issue was caused by:

  1. Improvement

3. Next Step:

  1. UAT

4. Notes:

16 Aug 201903:43PM Comment 3 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 16-08-2019 03:43 PM Time Taken: 1.50
For UAT.

20 Aug 201901:45PM Comment 4 by Rashna (Edge Business Solutions) Assigned To: Rashna (Edge Business Solutions) Followup Date: 20-08-2019 01:45 PM Time Taken: 2.50
Tests carried out according to requirements specified on the case header

Test Results Summary

Table 1 - Summarised list of issues
NoTest DescriptionPass/Fail

Create an escalation rule with rules:

Run process HEL009. This should set the status of all calls with the above criteria as "closed" and the comment should be updated in the case 


Environment Details

  1. OS version: Windows Server 2012
  2. Application version: 11.0.816
  3. Setup: Demo
  4. Server :
  5. Database: LINKSOFT-DEMO-11-RASHNA

Next Step


    04 Dec 201906:40AM Comment 5 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 04-12-2019 10:17 AM Time Taken: 1.00

    Hi Sanjay, 

    Documentation has been updated at "Linkweb - Helpdesk Maintenance - Escalation Rules"


    General Documents - Case: 10515:Q002243-1.pdf
    If you have any queries regarding this support incident, please email and include the Case No: L10515 in the subject line of all emails regarding this issue.

    Document size: 68.9 KB
    For call complaints, please contact the Managing Director of the company using this form