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How to test the Service Experience application?

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 resolved to feedback received; it does not address any of the ticketing system's internal processes except for the e-mail sending and feedback receiving. The test involves all actors. Below are the test cases needed to make sure everything works as it should.

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 e-mail to the caller in question. E-mail 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 HappySignals Feedback form.

3

Caller

As the caller lands onto feedback form the caller’s selection of the vote buttons in the e-mail is persisted. Feedback form shows the right selected number.

4

Caller

Caller wants to change the number given and clicks '+' and '-' signs in the feedback form. The number changes and answer options change in 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 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

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

2

Analytics User

Analytics User selects the feedback that was given in Use Case 1 from the dashboard "Latest Comments". User is taken to "Feedback" and only the selected feedback is shown.

 

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

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

2

Service Desk Agent

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