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How to test the integration between ITSM system and HappySignals in Ticket-based IT Experience?

Here are 3 test cases that can be used for verifying that the integration between HappySignals and the ticketing system works.

The end-to-end test case verifies the integration flow from ticket resolution to feedback received; it does not address any of the ticketing system's internal processes, except for email sending and feedback receipt. The test involves all actors. Below are the test cases required to ensure everything works as expected.

Test case 1: As a user, I want to give feedback for a service I have received

 Test Step

Actor

Action and Result

1

Agent

An agent resolves a ticket/case (type Incident, enterprise classification IT) in the ticketing system, and the system sends an email to the caller in question. The email sent contains HappySignals vote buttons.

2

Caller

The caller selects one of the vote buttons and clicks it. The buttons in the e-mail are clickable, and upon clicking, the caller is taken to the HappySignals Feedback form.

3

Caller

As the caller lands on the feedback form, their selection of the vote buttons in the email is persisted. The feedback form shows the right selected number.

4

Caller

The caller wants to change the number given, they click on the "Change score" text and select another from the scale that appears. The number changes and answer options change in the Factors section.

5

Caller

Caller gives/selects: Factors (1 to many), gives text input, selects lost worktime, and answers to profiling questions*. Caller clicks "Send". A thank you page is shown.

* If the caller has not answered the profiling questions before, and the case in question is an IT incident

Test case 2: As an Analytics User, I want to see feedback from Use Case 1 in HappySignals Analytics

Step

Actor

Action and Result

1

Analytics User

The Analytics User logs into the HappySignals Analytics. The Analytics Dashboard is shown.

2

Analytics User

The Analytics User selects the feedback provided in Use Case 1 from the "Latest Comments" dashboard. The user is taken to "Feedback," and only the selected feedback is displayed.

 

Test case 3: As a Service Desk Agent, I want to see the feedback from Use Case 1 in my ITSM tool

Step

Actor

Action and Result

1

Service Desk Agent

The Service Desk Agent navigates to the DB table, list, or other storage location in the ticketing system where HappySignals Feedback is stored. The DB table/list has at least one feedback.

2

Service Desk Agent

The Service Desk Agent investigates the data in the feedback. At least a reference to the original ticket is shown, along with all the data the caller provided in Use Case 1, step 5.

 

Note: This article is part of the HappySignals Self-Service Implementation Tour.
To proceed to the next step in the tour,  click here.