| Use Case | Expected Result |
| Validate the available links under the module to ensure there is no loss of functionality OR if there is new functionality | The links match |
| Validate the ‘Assigned to me’ link works properly | I assigned this incident to myself. It should be viewable under this link. |
| Validate the ‘My groups incidents’ works properly. | The displays query’s match and would therefore return similar results |
| Validate ‘Create New’ works properly. | The ‘create new’ incident form is returned |
| Validate ‘Critical Priority’ works properly | The displays query’s match and would therefore return similar results |
| Validate ‘High Priority’ works properly | The displays query’s match and would therefore return similar results |
| Validate ‘Incident Task’ works properly | The displays query’s match and would therefore return similar results |
| Validate ‘Open’ works properly | The displays query’s match and would therefore return similar results |
| Validate ‘Open – Unassigned’ works properly | The displays query’s match and would therefore return similar results |
| Validate ‘Resolved’ works properly | The displays query’s match and would therefore return similar results |
| Validate ‘Closed’ works properly | The displays query’s match and would therefore return similar results |
| Validate ‘All’ works properly | The displays query’s match and would therefore return similar results |
| Validate ‘Weekly Overview’ works properly | The dashboards match |
| Validate ‘Monthly Overview’ works properly | The dasboards match |
| Compare an INC record in TRN and PRD to make sure all of the note data copied over | The information in TRN matches the information in PRD |
| Incident Create – Validate that the required fields match between TRN and PRD | The mandatory fields match on the create incident form. |
| Incident Create – Validate Caller field functionality | You can search caller by first name, last name or personnel number |
| Incident Create – Validate that the ‘match CI to caller’ field is working properly | When checked, only the CI’s realted to the caller will display. When not checked, all CI’s will display. |
| Incident Create – Save an Incident Record | An INC record will be created when hitting the save button. |
| Validate the ‘save and exit’ UI button | The record will save and take you back to the list view. |
| Validate the ‘Bomgar Session Key’ button | A Bomgar information window will be returned with a session key. |
| Validate the ‘check impact’ button | An impact analysis report will be displayed of potentially related records. |
| Add an attachment to an INC | An attachemnt is added an viewable just below the INC record header. |
| Send an email using the email icon. | An email will be shown in the email log and a note will be added to the activity of the ticket. |
| Validate the ‘Related Change’ field works properly | When selecting the magnifying class, a list of CHG will be returned. Select a change and save the record. The CHG selected will be displayed in the ‘related change’ field. |
| Validate the ‘Related Problem’ field works properly | When selecting the magnifying class, a list of PBI will be returned. Select a change and save the record. The PRB selected will be displayed in the ‘related problem’ field. |
| Validate Watch List Functionality | Add a name to the watclist and make an update to the ‘additional’ comments. An email should be sent to everyone on the watchlist. An update should also be made to the activity log indicated the email was generated. |
| Service Provider View – Validate ‘Additional Comments’ field | Update the ticket as a service provider and validate the customer can see the comment in the self service view and that they also receive an email notification about the comment. Also the activity log should be updated with the comment. |
| Customer View – Validate ‘Work Notes’ field. | Work notes field gets updated, but the customer should not be able to see this in self-service view. |
| Service Provider View – Validate ‘work notes’ field | The update made to the work notes field should be visible to the the service provider in the activity log. |
| Moving a ticket to work in progress updates the acknowledged field with a date/time stamp | The acknowledge field will show the date and time the ticket was move to ‘work in progress’ |
| Create or Join a chatroom functionality from within an INC record | A chat room is initated |
| Validate the INC lifecycle | An INC must move to work in progress prior to being moved to pending or resolved. |
| Validate Incident related list functionality. | The ‘new’ and ‘edit’ buttons should be visible on this list. New launches a create INC form. Edit displays an INC list which I can then attach to the parent INC. |
| Validate Incident Task related list functionality | The new button allows me to create a new INC task. The edit button allows me to relate an INC task record to an INC. |
| Validate Requested related list functionality. | The edit button allows me to relate an INC to an RITM. |
| Validate Task SLA are completed as expected. | The response, resolution and opened to resolve SLA should be calcualted when a ticket is resolved. |
| Validate the following metrics are being calculated correctly: Create to acknowledge duration, Create to resolve duration, assigned to duration, Incident state duration, first call resolution, open | The metrics will be calcualted based on resonse time and resolution. |
| Create an INC task | I can create an INC task via the INC task related list on the INC form. |
| Validate INC task lifecycle | I can progress through all of the INC task stages, resulting in a closed task. |
| Validate INC task to INC relationship | I can see the relationship of the INC to the INC task on the related list from the INC form. |
| Create a CRQ from an INC via the INC header | Right-click on the INC record header to create a CRQ from the INC record. Validate data passes to the CRQ record. |
| Create a Project record from an INC via the INC header | Right-click on the INC record header to create a PRJ from the INC record. Validate data passes to the PRJ record. |
| Apply a template to an INC record. | Apply a template so fields will auto-populate based on the selection. |
| Validate audit trail on an INC record | Verify the the actions taken on the INC record are recorded in the audit trail. |
| Knowledge is searchable from an INC record | By clicking on the book icon next to the summary field, a knowledge window will display. |
| Validate T2 Categorization is Mandatory | |
| Reassign a ticket to another team | |
| Reassign a ticket to another person | |
| Search for a person using the Assigned to field with their name | |
| Search for a group using the Assignment group field | |
| Search for the list of Assignment groups for an Assigned to member | Blanking out the Assignment group field, you can search for the list of groups an Assigned to is a member of |