| Use Case | Expected Result |
| Catalog | Service Catalog Homepage should be returned |
| Open Records – Items assigned to me | List filter should be: assigned_to=javascript:getMyAssignments() u_itil_stateINAssigned,Approved,Work in Progress,Pending,Open,Waiting for Approval,Fulfillment,Delivery,Pending Change,Pending Investigation,Known Error |
| Open Records – My Group’s Items | List filter should be: assignment_group=javascript:getMyGroups() u_itil_stateINAssigned,Approved,Work in Progress,Pending,Open,Waiting for Approval,Fulfillment,Delivery,Pending Change,Pending Investigation,Known Error |
| Open Records – My Completed Items | List filter should be: active=false assigned_to=javascript:getMyAssignments() |
| Open Records – My Groups Completed Items | List filter should be: active=false assignment_group=javascript:getMyGroups() |
| Open Records – My Group’s Requests | List filter should be: assignment_group=javascript:getMyGroups() u_itil_stateINAssigned,Approved,Work in Progress,Pending,Open,Waiting for Approval,Fulfillment,Delivery,Pending Change,Pending Investigation,Known Error,Waiting for Build Approval,Build and Test,Waiting for Go Live Approval,Scheduled,Implementation in Progress,Draft stateNOT IN12,3 |
| Open Records – All Requests (Service Desk) | List filter should be: u_itil_stateINAssigned,Approved,Work in Progress,Pending,Open,Waiting for Approval,Fulfillment,Delivery,Pending Change,Pending Investigation,Known Error,Waiting for Build Approval,Build and Test,Waiting for Go Live Approval,Scheduled,Implementation in Progress,Draft state!=3 |
| Open Records – All Items | List filter should be: u_itil_stateINAssigned,Approved,Work in Progress,Pending,Open,Waiting for Approval,Fulfillment,Delivery,Pending Change,Pending Investigation,Known Error |
| Open Records – All Tasks | List filter should be: u_itil_stateINAssigned,Approved,Work in Progress,Pending,Open,Waiting for Approval,Fulfillment,Delivery,Pending Change,Pending Investigation,Known Error |
| Create an sc task | Create a task using the new button on the related list. |
| Validate sc task lifecycle | Complete a task by progressing through the lifecycle. |
| Validate sc task to INC relationship | The record should be viewable on the Catalog tasks related list. |
| Submit a request from the catalog and verify that the REQ record is assigned to the REQ Holding assignment group | The RITM should be assigned as per the workflow. The REQ should be assigned to the REQ Holding group. |
| Validate fields and mandatory/read only setting match PRD | Compare the fields on the RITM form in PRD to TRN. |
| Validate additional comments functionality | Comments get added to activity, are viewable by the customer and an email is sent to the customer. |
| Validate work notes functionaolity | Work notes are only visible by the service provider |
| Validate watch list functionality | Watch list send email to participants when additional comments are updated. Entry is added to the activity log. |
| Validate ‘save and exit’ and save buttons | Save and exit will update the record and return you to a list of records. Save updates the record and remains on the current form. |
| Add an attachment to an RITM | File is viewable just below the record header |
| Validate Email functionality | an email will be viewable in the email log and an entry will be made to the activity log when an email is sent through the ticket. |
| Validate RTM lifecycle | Progress through each stage of the lifecycle to complete the RITM. |
| Relate an INC to an RITM | The edit button on the incident related list should allow me relate an INC record to the RITM. I should not be able to relate a closed INC record. |
| Validate RITM Categorization is Mandatory | |
| Validate Clone functionality |