Company: Link Technologies
Case No: L12339. Project: 12.51: LinkSOFT version 12.51
Logged By: Sanjay (Link Technologies) on 23 Jul 2021 01:11PM
Priority: Low
Product: Helpdesk
Group: Software Defect
Time Taken: 11.00 (Weight: 11.00)
Version: 12.51.0813
Assigned To: Rashna (Edge Business Solutions)
Circulation: Alvis, Rashna, Sanjay
Resolve By: Friday, 06 August 2021 11:59 PM [1000 days since logged date]
Status: Closed
Subject: Helpdesk "Document Templates" should not be available in the Case Editor if the template is deleted
Summary:    Helpdesk Templates should not be available in the Case Editor if the template is deleted
Audit Notes:Edited by sanjay on 05/08/21 13:21. Edited by sanjay on 04/08/21 15:31. Edited by sanjay on 26/07/21 15:37. Edited by sanjay on 23/07/21 13:11. Edited by sanjay on 23/07/21 10:27. 
23 Jul 202110:28AM Comment 1 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 28-07-2021 12:27 PM Time Taken: 1.00
PART A - Development work for this case has been completed.

1. The change will be available in version:12.50.0722

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

  1. Removed deleted items from Case Editor

3. Affected Areas:

  1. Helpdesk New and Edit cases

4. The issue was caused by:

  1. Design issue

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


23 Jul 202101:15PM Comment 2 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 28-07-2021 03:06 PM Time Taken: 1.00
The following tests were performed:

Table 1 - Test Results
#Test Case DetailsPass/FailComments
 1 deleted a document template and verified in case header and comments "Document template" dropdown. It is not showing. pass 
 2 activated the deleted template. It is now showing pass 
 3   
 4   

Environment Details

  1. OS version:
  2. Application version:
  3. Setup on:
    1. Server:LinkSQL
    2. Database:DEV-LINKSOFT
    3. LinkSOFT URL: HTTP://10.0.0.14/DEV-LINKSOFT
  4. Login Details: Standard username and password for user "admin"

Next Step:


26 Jul 202103:02PM Comment 3 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 28-07-2021 04:44 PM Time Taken: 1.00
The following tests were performed:

Table 1 - Test Results
#Test Case DetailsPass/FailComments
 1
  1. Delete the template "Change Request Form- Header" in the demo database.
  2. Validate that the template does not appear on the below dropdowns
    1. View Call - Case Header
    2. View Call - Comments
    3. Helpdesk Maintenance - New Call Template
 Fail

 The deleted template appears under

  1. Helpdesk Maintenance - New Call Template

Environment Details

  1. OS version:
  2. Application version: 12.50.0723 GA
  3. Setup on:
    1. Server: LinkQA4
    2. Database: LINKSOFT-DEMO-125
    3. LinkSOFT URL: HTTP://10.0.0.13/LinkSOFT
  4. Login Details: Standard username and password for user "admin"

Next Step: For Review


26 Jul 202103:37PM Comment 4 by Sanjay (Link Technologies) Case L12339 added to project 12.51
03 Aug 202103:10PM Comment 5 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 05-08-2021 05:07 PM Time Taken: 6.00
PART A - Development work for this case has been completed. 

1. The change will be available in version: 12.51.0803

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

  1. Corrected the issue reported
  2. added a few more areas where deleted templates were showing. 
    1. Add New Call
    2. Call Templates
    3. Report Maintenance

3. Affected Areas:

  1. Refer to 2.2 above

4. The issue was caused by:

  1. Filter not applied in the initial design

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


04 Aug 202103:31PM Comment 6 by Sanjay (Link Technologies) ETC was changed from 23/07/2021 to 06/08/2021
05 Aug 202101:20PM Comment 7 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 11-08-2021 03:14 PM Time Taken: 2.00
The following tests were performed:

Table 1 - Test Results
#Test Case DetailsPass/FailComments
 1Menu Item: Helpdesk ~> View All Calls. Add New Case - DETAIL
Pass
Deleted items not appearing in Template
 2Menu Item: Helpdesk ~> View All Calls. Add New Case - SIMPLE
PassDeleted items not appearing in Template
 3NEW CASE - DETAIL - ADD Comments
Pass
Deleted items not appearing in Template
 4Menu: Helpdesk Maintenance ~> New Call Template
Pass
Deleted items not appearing in Template
5
Menu: Company Administration ~> Report Maintenance ~> Report Email Setup
Pass
Deleted items not appearing in Template

Environment Details

  1. Setup on:
    1. Server: LinkQA4
    2. Database: DEV-LinkSOFT
    3. LinkSOFT URL: HTTP://10.0.0.14/DEV-LinkSOFT
  2. Login Details: Standard username and password for user "admin"

Next Step: UAT by QA Team


05 Aug 202101:21PM Comment 8 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 11-08-2021 03:21 PM
UAT Completed - Comment 7

If you have any queries regarding this support incident, please email admin@linktechnologies.com.au and include the Case No: L12339 in the subject line of all emails regarding this issue.

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