helpdesk testing dont delete

8/3/2019 Helpdesk Testing Dont Delete

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Helpdesk testing 10/20/2011

When I click View all Open Tickets and then click a ticket number, none of the information is populated

customer, contact, phone number and email are all blank. These fields need to be filled in with all of the original

information

Since these fields are not populated, I cant make any changes to the ticket. When I press Save Changes I get the

following pop-up

It is asking for model number, but the missing fields are Customer and Contact

These pop-ups should specify the correct missing information

When adding a part, the address drop down box is not populated this should be populated with the ship to

address for the assigned vendor


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When I click Add Address I get the following error:


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When opening a ticket on an out of scope item**, the CMS contract number and equipment location

fields are no longer populating

- out of scope item** - it looks like this is only happening when I try to open a ticket on a piece ofequipment that is on a contract that is expired. We will still service the item, but will bill the

customer for the work. The system still needs to populate the contract number and location of

the equipment


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Testing 11/15/2011

I opened a ticket for ABC Amega and clicked on New Contact and received the following error

Compilation Error

Description: An error occurred during the compilation of a resource required to service this request. Please review the

following specific error details and modify your source code appropriately.

Compiler Error Message: CS1061: 'ASP.addedituser_aspx' does not contain a definition for 'Button1_Click' and no

extension method 'Button1_Click' accepting a first argument of type 'ASP.addedituser_aspx' could be found (are you

missing a using directive or an assembly reference?)

Source Error:

Line 267: Line 268: Line 269: Line 271:

Assign Contract field is not working

I chose a piece of equipment for ABC Amega and the Assign Contract field was populated with several

contract numbers. This field should only populate with contract numbers for ABC Amega (the customer

that the ticket is opened for), which for this customer is only 3 contracts

Also, this field is only visible when the piece of equipment is Out of Scope. This means that the user

chooses Other from either the Serial number or Model Number fields

Serial Number Field

This field is populated with several of the same serial numbers. For example, ABC Amega seems to have

4 of each serial number listed. These numbers are unique and should only be shown once.

Assigned Vendor Field

This field is not being populated when the labor provider is Software. For example, ABC Amega, when I

choose ABC-VMSSUPPORT from the serial number drop down list the Software Labor Provider is CEF

Services, but the Assigned Vendor field remains blank


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Edit User

I tried to edit a user by going to Admin ->MAC User, search and click the Edit link and got the following

error:

Server Error in '/Endeavor1' Application.

Compilation Error

Description: An error occurred during the compilation of a resource required to service this request. Please review the

following specific error details and modify your source code appropriately.

Compiler Error Message: CS1061: 'ASP.addedituser_aspx' does not contain a definition for 'Button1_Click' and no

extension method 'Button1_Click' accepting a first argument of type 'ASP.addedituser_aspx' could be found (are you

missing a using directive or an assembly reference?)

Source Error:

Line 267: Line 268: Line 269: Line 271:

It looks like some functionality may have been removed. We have customers that are allowed access to

several different contracts. For example, Brian Walker from Instrumentation Labs can open a ticket for

Instrumentation Labs and for about 35 other contracts. I had the ability to add users to a contract,

which Brian was, but he no longer shows up as a user when I try to open tickets. He shows up for

Instrumentation Labs, but not for any of his other contracts.

I tried opening a ticket for St. Francis Hospital and there are no users listed. But, if I got into

their contract by going to Contracts -> MAC Contract and search for contract number 740, click

on the Add Helpdesk Users link and youll see that 2 users are assigned to this contract. But, if

I try to open a ticket for this contract there are no users.
http://__dopostback%28%27ctl00%24cph%24lnkassignuser%27%2C%27%27%29/http://__dopostback%28%27ctl00%24cph%24lnkassignuser%27%2C%27%27%29/http://__dopostback%28%27ctl00%24cph%24lnkassignuser%27%2C%27%27%29/http://__dopostback%28%27ctl00%24cph%24lnkassignuser%27%2C%27%27%29/


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November 29th

Endeavor View

When new tickets are saved, the ticket information needs to be emailed to Endeavor and the vendor. I

cant test this because the email functionality has been turned off on our dev box, but I want to make

sure it has been implemented. The vendor may have more than 1 email address, so we need an easy

way to specify which email address is for ticket information. I think this should be added to the Manage

Vendor/Manage Relationship section. When a new email address is added to the vendor, we should be

able to choose whether the service requests should be emailed to that address or not. There can be

multiple email addresses for vendors

ServiceRequest.aspx

the View Vendor Information is not displaying the information correctly. This pop-up should look like

a business card. We want to see the following information:

Company nameCompany Address

Company Phone

Company Email

Contact Vendor and Contact Customer buttons not working

When entering a new part from this page, the Ticket # drop-down box should not be visible. We are

entering new parts for the ticket that we are in at the time

AddNewPartRequest.aspx

Please add breadcrumbs so we can easily navigate back to the main ticket page

Customer View

Remove Pop-ups

Remove the color coding

When I search for a part by serial number, multiple items (with the same serial number, model number,

address) are being returned. A serial number is a unique number, so there should not be more than 1 of

the same number

Change password functionality does not work

Display the ticket notes and part information on the main ticket page, just like on the endeavor view

Add date closed to CustomerServiceRequest.aspx

Add Contact Endeavor link within each ticket. This link should send an email through the system.


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To:[email protected]

Subject: Ticket # - Request for changes or status update

The user enters the body of the email and clicks Submit Email button

Remove Equipment Manufacturer column and replace with Serial Number and add Asset ID

column on the following pages:

- ViewAllOpenSRforCustomer.aspx

- ViewAllTicketsforCustomer.aspx

- ViewAllOpenSRforCustomer.aspx?Comp=yes

- ViewAllTicketsforCustomer.aspx?Comp=yes

The Serial Number and Asset ID columns should be links to any tickets that have ever been opened for

those assets (exactly the way it works on the Endeavor view)

Vendor View

When I log into the system as a vendor, the menu items are not lined up the page needs to be

realigned.

Remove all pop-ups

When I click on a ticket number, the system goes to the login page (this is also happening on the ESG

view of our Production system). You can recreate the problem by logging into our DEV system as

[email protected], password: test and try to open one of the tickets

Search for PartRemove Vendor drop-down box. A vendor can only view equipment that is assignedto them. They cannot view equipment for other vendors.

View New Part Requests

Set Manufacturer default to HP/Compaq it is currently IBM and put this list in alphabetical order

AddEditTrackingDetails.aspx

Date shipped is usually the same as the date ordered. Currently the system will only allow me enter a

date greater than the Date ordered and Delivery ETA. This needs to be changed the ship date cannot

be before the date ordered, but can be equal to or greater than

Email for Tracking

A copy of the email should be sent [email protected]

How does the system determine which email address this email is sent to? For example, Endeavor

Services Group is the vendor for one of the parts, but there are multiple email addresses. If the vendor
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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has multiple email addresses, then we should be able to label them for Tracking information and Ticket

Information. These will usually be the same, but not always.

I tried updating an email address for Endeavor Services Group under Manage Relationships -> MAC

Company and the changes were not saved. When I clicked save, the screen refreshed and the old

addresses were visible again.

Shipped Parts

ProcessRequestShipped.aspxclick Update button for invoice details and receive the following error

Server Error in '/Endeavor1' Application.

Please check the application trace file for complete information.Handling Inistance Id: 2400059f-8b67-48f9-84ef-c826cd644b4f

Description: An unhandled exception occurred during the execution of the current web request. Please review the stacktrace for more information about the error and where it originated in the code.

Exception Details: OperationFailureException: Please check the application trace file for complete information.Handling Inistance Id: 2400059f-8b67-48f9-84ef-c826cd644b4f

View Open Parts

On the main page, the total number of open parts should be displayed (HelpdeskHome.aspx)

We need to add a column to the grid to allow the user to change the status of the part. If it has been

delivered, then we need to be able to update it so it moves off this page. This should be a drop-down

box with all of the part statuses. Once the part goes fro

/EditPartDetails.aspx?TId=60&PartStatus=Shipped the tracking number link does not work


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December 21, 2011

1. The Equipment Import Template is not being created from the contracts anymore. It was under

Print Contract Documents, but the option has been removed

2. When I try to print any documents from a contract I get the following error: (/Reports/Reports.aspx)

Dev Comments:

The newly created reports are placed in local machine(173.244.72.245) in the following path

http://localhost/ReportServer$SQLEXPRESS/DevBoxReports/, it can be

changed with the global parameters(ReportServerLocation,Reportspath).

Currently the application is running with the above path, so we can access only newly created

reports.

We dont have the access to the old reports which is located production server at the following

pathhttp://cms.egllc.com/Reportserver/CMSReports.

3. The color coding has been removed from the Endeavor helpdesk. The color coding needs to remain

for all Endeavor users, but removed for Customers and Vendors
http://localhost/ReportServer$SQLEXPRESS/DevBoxReports/http://cms.egllc.com/Reportserver/CMSReportshttp://cms.egllc.com/Reportserver/CMSReportshttp://cms.egllc.com/Reportserver/CMSReportshttp://cms.egllc.com/Reportserver/CMSReportshttp://localhost/ReportServer$SQLEXPRESS/DevBoxReports/


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Dev Comments:

We have changed the color coding only Customers and Vendors.

The color coding remains same for all endeavor users.

4. I opened a ticket as a customer ([email protected]) and received the following error message when I

clicked Save (/CustomerServiceRequest.aspx)

Some errors while saving the message is:String was not recognized as a validBoolean.

Dev Comments:

When a ticket is saved successfully, the email will be sent to the value thatwe given in HelpDeskTicketEmail global parameter (For Ex:

[email protected]).

5. When I search for a serial number from the Customer screen, the search returns all equipment in

the database. It should only returned equipment that the customer is assigned to.(CustomerHome.aspx)

The customer [email protected] has the ministry of TNNAS and the contract 875 assigned to

them, however the system returned the following list when I searched

Note:
mailto:[email protected]:[email protected]:[email protected]:[email protected]


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Dev Comments:

Customer [email protected] is associated with the company Ascension Health and Ministry

TNNAS.

Contract 875 is assigned to the user.

This contract is having 4 serial numbers CNDJB64598, CNDJB64598A (TNNAS) and two serial

numbers are empty (MDBAL).

Here the user will get only CNDJB64598, CNDJB64598A numbers which are associated withTNNAS ministry

And serial number search is Boolean search.

6. CMS Contract number field is not populating properly. This should not be a drop-down box, it should

be populated when the piece of equipment is chosen. If the user chooses Other and manually

populates the Model and Serial number, then the Endeavor user must choose which contract to

assign the ticket to.

Dev Comments:

The model numbers and serial numbers will be populated based on the selected customer.

The equipment information will be populated based on the equipment serial number.

The drop down for contract number is replaced with textbox and which is not editable. If user chooses other then the user has to manually enter serial number and model number

and description and also user has to choose the contract number to assign the ticket no.

Ex:

Customer: ABC-Amega Inc,

Contract No: 675,847

The contract number will be changed based on the
mailto:[email protected]:[email protected]:[email protected]


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7. I opened a ticket for Ascension Health and the serial number that I chose is from contract number

875, but the CMS Contract Number field only gave me the choice for contract number 820 (which

isnt even a valid contract)

Dev Comments:

Fixed its displaying all contract numbers of Ascension Health.

8. Im logged in [email protected] and opened ticket number 5012080 to add notes. The systemlogged my notes as user [email protected]

Notes added by [email protected] on 12/21/2011

4:02:26 PM

Edit my test note

Edit

Notes added by [email protected] on 12/21/2011

4:02:15 PM

test note

These notes need to be recorded as the person currently logged into the system.

Dev Comments:

Once you logged in and add the notes then these notes will be with current logged in user name

will be logged into the system.

When you logged and you can see the notes added by other users and you can edit it also.
mailto:[email protected]:[email protected]:[email protected]://__dopostback%28%27ctl00%24cph%24gveditnotes%24ctl02%24lnkedit%27%2C%27%27%29/http://__dopostback%28%27ctl00%24cph%24gveditnotes%24ctl02%24lnkedit%27%2C%27%27%29/http://__dopostback%28%27ctl00%24cph%24gveditnotes%24ctl02%24lnkedit%27%2C%27%27%29/mailto:[email protected]:[email protected]


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9. I tried to choose contract 675 for the Assign Contract on this ticket and when I click Save the

system says it was updated correctly, but this field reverts back to Please Select

10.When I open a ticket and choose a Contact, the equipment should populate based on that user.

The only equipment that the user can open a ticket on is the equipment that is assigned to them.

For example, I am logged in [email protected] opened a ticket for Ascension Health, user

Nashville TN Test. This user is assigned to the ministry TNNAS and the contract 875, so they should

only be able to open a ticket on equipment that meets this criteria

11.When I open a new ticket and click Save, I get the following screen

Im not sure what this is for. When a ticket is opened the ticket details need to be sent to thefollowing email addresses (all stored in the system)

1. If the ticket is not an emergency, [email protected]

2. If the ticket is an emergency, [email protected] AND

[email protected]

3. The vendor email address

a. If there are multiple email addresses, then the system should only send to the email

address designated for Helpdesk Tickets

Dev Comments:

When new ticket is created successfully, then mail goes [email protected](GP

Name: HelpDeskTicketEmail) If Ticket is an Emergency [email protected](GP Name:

HelpDeskEmergencyEmail).

And the above window will show the list of email address of vendor, From here user can select

the emails to send the email. If there are no emails for vendor then the list box will alert with

No Emails for vendor.

Note:
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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The email functionality that we have implemented is with Gmail Domain name smtp.gmail.com and

we have used the dummy email id:[email protected], We dont have the access permission to send

the email from 98.129.185.2. So we need to give the GP value of (CMSEmail) is

[email protected].

12. I changed parts from New to Ordered But Not Shipped. I had 2 parts ordered from Depot

International and 2 parts from LaserPros. When I clicked Save, only 1 spreadsheet was created.

The system needs to generate a spreadsheet for each vendor

13.The Contact Customer link at the top of the ticket returns the following screen:

The subject is wrongwhere is this set? It should say Information regarding Endeavor ticket

#

Also, the To: field is wrong, This should be populated with the email address for the contact person

on the ticket

Also, the email is not sending. I receive the following error message - Email sending is failed,

please try again.!

Dev Comments:

We have changed the subject and To email will be customer contactperson name.

The email functionality is working on smtp.gmail.com domain, We donthave the accession permission of Endeavor domain, it was giving messagethat dont have access permission, so the CMSEmail Global Parameter
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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value should [email protected]. (we are using this gmail id forsending mails). We will change [email protected] we get thepermission with Endeavor domain name.
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]