You are on page 1of 12

Project : SFDC R

Test Case Id

Scenario

Step

IT001

Login to RemedyForce

1.1

1.2

IT002.1

Creation of ticket from IT portal


without CC-List member & Adding
Attachment

2.1.1

IT002.2

Creation of ticket from IT portal


including CC list

2.2.1

IT003

View and Search for


Tickets

3.1

IT004

Search of KB articles

4.1

4.2

IT005

Creation of ticket from someone 5.1


elses behalf

IT006

Manage Approvals and its


functionality- Accept Approval

6.1

Manage Approvals and its


functionality- Reject Approval

IT007

6.2

Fill up Pending surveys received 7.1


in Client's mail id
7.2

7.3

IT008

Add Note to Existing Ticket

8.1

IT011

Search for Closed ticket

11.1

11.2

11.3

IT012

Reopen closed tickets

12.1

Prepared By : Saurabh Karmokar


Tested By: Saurabh Karmokar
Test Date:
Version #: 1.0
Prerequisite

Steps to be followed

The URL(https://test.salesforce.com/) should exist


and the RemedyForce project should be deployed
in the given URL.

Press Enter

User should exist with a Username and


Password.

1. Enter Username
2. Enter Password
3. Click on "Login" button.
1.Enter the URL(https://test.salesforce.com/)
in the browser.
2.Press Enter.
3. Enter Username
4. Enter Password
5. Click on "Login" button.
6.Click on the "Submit a Ticket" button on the
Remedyforce Self Service Tab.
7. Enter data in "Describe your issue"
8. Add an Attachment
9. Click on "Submit" button.
10.Click on the Leave This Page Button which
comes on the pop-up window afte submitting
the ticket.

The User should be in to his


1.Click on the "Submit a Ticket" button on the
account and on the RemedyForce SelfService tab's Remedyforce Self Service Tab.
Home page.
2. Enter data in "Describe your issue"
3. Enter data in "CC List"
4. Add an Attachment
5. Click on "Submit" button
6.Click on the Leave This Page Button which
comes on the pop-up window afte submitting
the ticket.

First Execute the Test Case no IT002.1 and


searching this ticket number by this Test Case.
The User should be in to his
account and on the RemedyForce SelfService tab's
Home page.

1. Click on "View Tickets and Requests" tab.


2. Type The Ticket number in the Search field
and
click on the "Search" button.

The User/Client is at present on the BMC


RemedyForce Self Service Page

1.Enter Test Data(Desired KB Article) in the


search field on the Remedyforce Self Service
Page.
2. Click on search button.

The User/Client is at present on the BMC


RemedyForce Page under Self Service Search tab

Click on the Desired KB article to expand and


view.

The User should be in to his


1.Click on the "Submit a Ticket" button
account and on the RemedyForce SelfService on the Remedyforce Self Service Tab.
tab's Home page.
2. Click on Look-up button present on the
window beside On behalf of..display field
on the ticket page.
3.CLick and type on the search field in
the pop up windon which comes up after
clicking the On behalf of look up button.
4.Click on Last name field value/Double
click on any field value of the required
client from the Look-Up List.
5. Enter data in "Describe your issue".
5. Click on "Submit" button
6.Click on the Leave This Page Button
which comes on the pop-up window afte
submitting the ticket.

The User should be in to his


1. Click on the Manage Approvals tab on
account and on the RemedyForce SelfService the left panel on the remedyforce self
tab's Home page.
service tab.
2. Click on the checkbox beside a Ticket
Number.
3. Click on Approve/Reject Tab.
4. A new pop-up window appears.
5. Enter comment (optional)
6. Click on Approve button.
7.Close the pop-up window.

1. Click on the Manage Approvals tab on


the left panel on the remedyforce self
service tab.
2. Click on the checkbox beside a Ticket
Number.
3. Click on Approve/Reject Tab.
4. A new pop-up window appears.
5. Enter comment (optional)
6. Click on Reject button.
7.Close the pop-up window.

1. User should lands on RF self service portal - 1. Click Quick Links.


it-support.
2. Click Pending Survey List.
2. Atleast one ticket should be Closed.
1. Click Quick Links.
2. Click Pending Survey List.
3. Click Any of the ticket.
1. Click Quick Links.
2. Click Pending Survey List.
3. Click Any of the ticket.
4. Fill up the surveys and click Submit
button.
A Ticket has to be already submitted

1. Enter data in "Note" field


2. Click on "Add" button

1.User should be logged into the BMC


Remedyforce self service home page.
2.At present in the BMC Landing page

1. Click on "View Tickets and Requests" tab.

User should be on the


"Tickets and Requests Page "

1. Click on the dropdown box


for "View"and select an option.
2. Click on the dropdown box
for "State"and select an option.
3.Click on the dropdown box for "Status" and
select an option

User should be on the


"Tickets and Requests Page "
The Closed Ticket to be searched should already
exist

1. Type data in the Search field and


click on the "Search" button.

User should be on the


"Tickets and Requests Page " viewing the
closed tickets in a listed view.

1. Select View as "Self", State as "All",


Status as "CLOSED".
2. Then Select any of the ticket which is
displaying in list view.
3. Click Reopen ticket button.

User should be on the


"Tickets and Requests Page " viewing the
closed tickets in a listed view.

1. Select View as "Self", State as "All",


Status as "ALL".
2. Enter particular closed ticket and click
Search button.
3. Click the ticket from list view.

Data

Expected Result

https://test.salesforce.com/

The Application should launch and


should land on the SalesForce page with Login
panel.

Valid Data
Username: client_tst@cadence.com.tst
Password: C1234567

Login should be successful and Home page


should be displayed.

https://test.salesforce.com/
Username: client_tst@cadence.com.tst
Password: C1234567
Describe your issue (mandatory):
Automation without CC-List
CC List (optional): "blank"
Attachment (optional): *.jpg // *.txt//*.gif
//*.pdf

Pop-up window should appear displaying Ticket


no. and Stay on This Page and Leave This Page
buttons.

Describe your issue (mandatory):


Automation with CC-List
CC List (optional): jyotiv
Attachment (optional): *.jpg // *.txt//*.gif
//*.pdf

Pop-up window should appear displaying Ticket


no. and Stay on This Page and Leave This Page
buttons.

Attachment should be added and date and


time should be displayed.

Attachment should be added and date and


time should be displayed.
The User in CC List should get a mail notifying
about the new ticket.

Ticket No: 00186853

Should display ticket having


Ticket No: 00186853 along will all its ticket
details.

KBA: Cadence KB Article

Self Service Search Tab should appear along


with the desired KB articles

All the details of the article should display in a


new tab under self service page expanding the
article.

On behalf of:jyotiv
Describe your issue (mandatory):test

New ticket creation window should appear.


A Look-up page should appear in a new
window.
Full name(Last name+First name value) of
the selected client should. appear in On
behalf of display field.
New ticket should be created on behalf of
the user.

CR No:CR00005020

The CR is approved and the Status should


be "Approved". The name of the approver
should be displayed.

CR No:CR00005018

The CR is rejected and the Status should


be "Rejected". The name of the user who
rejected the Change Request should be
displayed.

Pending Survey list page should be opened


with list of closed tickets.
"Moment of Truth" Survey page should be
opened.
Screen should navigate to RF Self Service
portal.

Note: Requires urgent solution

Note should be added and date and time


should be displayed

Submitted tickets should be displayed under a


new tab "Tickets and request"
if they exist, else message to be shown.

For user
1.view:Self
2.State:All
3.Status:CLOSED

All Tickets having Status


"CLOSED" for user itself should be displayed if
they exist, else message to be shown.

For others
1.view:Others
2.State:All
3.Status:CLOSED

All Tickets having Status


"CLOSED" for OTHERS itself should be
displayed if they exist, else message to be
shown.

Valid Ticket No: 00182875

Should display ticket having


Ticket No: 00182875 along will all its details.

Description:Test Factor

Should display ticket having


Description: "Test Factor" along will all its
details.
Should display all Tickets present in the Queue
"ars-admin"
Should display a message Please enter at
least 2 characters to search.

Queue: ars-admin
"Blank"

Invalid Ticket no: 12345665

Invalid Data: !@#$

No Ticket should be displayed and


message should be shown.There is no data
to display.
No Ticket should be displayed and
message should be shown.There is no data
to display.

Ticket number:00183078

1. Successful message should be displayed.


2. Status will get changed to Queue Assigned.
3. Email will be sent to Assignee for ticket reopen

Ticket number:00183078

Status should be displayed as ASSIGNED

You might also like