Disconnection Request Flow (CIS01US10)

Comprehensive Test Suite - Disconnection Request Flow (V1-83)

Test Scenario Analysis

A. Functional Test Scenarios

Core Functionality Areas:

1. Landing Page KPIs Display
2. Customer Search & Verification
3. Request Type Auto-Determination
4. Request Details Entry & Validation
5. Financial Settlement Processing
6. Service Order Integration
7. Communication Module (Email/SMS/Notes)
8. SLA Monitoring & Tracking
9. Disconnection Execution
10. Workflow Status Management

Business Rules Coverage:

• Customer profile locking during request creation
• Request type determination based on customer status
• Date validation (no past dates)
• SLA calculation and monitoring
• Security deposit application logic
• Meter validation against service accounts

Integration Points:

• Billing System Integration
• Service Order Management System
• Communication Services (Email/SMS)
• Customer Profile Management
• Asset/Meter Management

B. Non-Functional Test Scenarios

Performance: Page load <3 seconds, API response <500ms Security: Role-based access, data protection Compatibility: Chrome, Firefox, Safari, Edge (latest 2 versions) Usability: Intuitive navigation, clear error messages Reliability: System stability, data integrity

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Detailed Test Cases

Test Case 1: Landing Page KPI Display

Test Case ID: V1-83_TC_001 Title: Verify Landing Page KPI Cards Display Correctly Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/UI
• Test Level: System
• Priority: P1-Critical
• Execution Phase: Smoke
• Automation Status: Planned-for-Automation

Enhanced Tags: Tags: MOD-CX-Backoffice, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-Engineering, Customer-All, Risk-Low, Business-Critical, Revenue-Impact-Medium, Integration-End-to-End, Dashboard-KPI, HappyPath

Business Context:

• Customer_Segment: All
• Revenue_Impact: Medium
• Business_Priority: Must-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: No
• SLA_Related: Yes

Quality Metrics:

• Risk_Level: Low
• Complexity_Level: Medium
• Expected_Execution_Time: 2 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Low
• Failure_Impact: High

Coverage Tracking:

• Feature_Coverage: 15%
• Integration_Points: Services-CX, API, Dashboard
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Product
• Report_Categories: Quality-Dashboard, Module-Coverage
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: Medium

Requirements Traceability:

• Related_Requirements: AC020, Dashboard KPI Requirements
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_002, V1-83_TC_003

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: Dashboard API, Statistics Service
• Performance_Baseline: <3 seconds page load
• Data_Requirements: Sample disconnection request data

Prerequisites:

• Setup_Requirements: Valid user login with dashboard access
• User_Roles_Permissions: Customer Service Executive role
• Test_Data: Mix of pending, completed, and rejected requests
• Prior_Test_Cases: User authentication test

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Navigate to Disconnection Management landing page	Page loads within 3 seconds	Valid user credentials	Performance validation
2	Verify "Pending Disconnections" KPI card	Shows count with orange warning icon, displays "24" with "8% from yesterday"	Pending status requests	Real-time data validation
3	Verify "Scheduled Disconnections" KPI card	Shows count with calendar icon, displays "16" with "-3% from yesterday"	Scheduled status requests	Trend calculation
4	Verify "Pending Reconnections" KPI card	Shows count with clock icon, displays "12" with "2% from yesterday"	Reconnection requests	Separate count validation
5	Verify "Completed Today" KPI card	Shows count with checkmark icon, displays "8" with "1% from yesterday"	Completed status today	Daily completion tracking
6	Verify "Average Processing Time" KPI	Shows average days for completion	Historical completion data	Business metric validation
7	Verify "Rejected" KPI	Shows count of rejected requests with status filtering	Rejected status requests	Status-based filtering

Verification Points:

• Primary_Verification: All KPI cards display with correct counts and trend indicators
• Secondary_Verifications: Icons display correctly, trend percentages calculate accurately
• Negative_Verification: No incorrect status counts or missing KPI cards

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Test Case 2: Customer Search by Multiple Parameters

Test Case ID: V1-83_TC_002 Title: Verify Customer Search Functionality with Partial Match Capability Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional
• Test Level: Integration
• Priority: P1-Critical
• Execution Phase: Smoke
• Automation Status: Automated

Enhanced Tags: Tags: MOD-CX-Backoffice, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-Engineering, Customer-All, Risk-Medium, Business-Critical, Revenue-Impact-High, Integration-Point, Customer-Search, HappyPath

Business Context:

• Customer_Segment: All
• Revenue_Impact: High
• Business_Priority: Must-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: Yes
• SLA_Related: Yes

Quality Metrics:

• Risk_Level: Medium
• Complexity_Level: High
• Expected_Execution_Time: 3 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Medium
• Failure_Impact: Critical

Coverage Tracking:

• Feature_Coverage: 20%
• Integration_Points: Services-CX, Customer-API
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: Quality-Dashboard, Integration-Coverage
• Trend_Tracking: Yes
• Executive_Visibility: No
• Customer_Impact_Level: High

Requirements Traceability:

• Related_Requirements: AC001 - Customer search by name, account number, and phone number
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_003, V1-83_TC_004

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: Customer API, Search Service
• Performance_Baseline: <500ms search response
• Data_Requirements: Customer database with John Smith data

Prerequisites:

• Setup_Requirements: Customer Service Executive logged in
• User_Roles_Permissions: Search customer permission
• Test_Data: John Smith, ACC-10058624, (212) 555-1234
• Prior_Test_Cases: Login authentication

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Click "Create Request" > "Create Disconnection"	Disconnection request form opens	N/A	Navigation validation
2	In Customer Information search field, enter "john"	Shows search suggestions with partial matches	"john"	Partial match capability
3	Click "Search & Verify" button	Returns customer list with John Smith	"john"	Search functionality
4	Select John Smith from results	Customer details auto-populate below	John Smith selection	Auto-population validation
5	Verify customer information display	Shows: Name: John Smith, Account: ACC-10058624, Address: 123 Main St, Phone: (212) 555-1234, Email: john.smith@example.com, Type: Residential	Customer profile data	Data accuracy check
6	Test search by account number	Enter "ACC-10058624" and verify same customer found	"ACC-10058624"	Account search validation
7	Test search by phone number	Enter "(212) 555-1234" and verify same customer found	"(212) 555-1234"	Phone search validation
8	Test partial account search	Enter "ACC-1005" and verify customer found	"ACC-1005"	Partial account matching

Verification Points:

• Primary_Verification: Customer search returns accurate results for all search parameters
• Secondary_Verifications: Search response time <500ms, partial matching works correctly
• Negative_Verification: Invalid searches return appropriate "No results found" message

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Test Case 3: Customer Profile Locking During Request Creation

Test Case ID: V1-83_TC_003 Title: Verify Customer Profile Gets Locked When Disconnection Request Is Initiated Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/Security
• Test Level: Integration
• Priority: P1-Critical
• Execution Phase: Regression
• Automation Status: Automated

Enhanced Tags: Tags: MOD-CX-Backoffice, P1-Critical, Phase-Regression, Type-Security, Platform-Web, Report-Engineering, Customer-All, Risk-High, Business-Critical, Revenue-Impact-High, Integration-Point, Profile-Lock, ConcurrencyControl

Business Context:

• Customer_Segment: All
• Revenue_Impact: High
• Business_Priority: Must-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: Yes
• SLA_Related: No

Quality Metrics:

• Risk_Level: High
• Complexity_Level: High
• Expected_Execution_Time: 4 minutes
• Reproducibility_Score: High
• Data_Sensitivity: High
• Failure_Impact: Critical

Coverage Tracking:

• Feature_Coverage: 15%
• Integration_Points: Services-CX, Profile-Management-API
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: Security-Testing, Concurrency-Control
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: High

Requirements Traceability:

• Related_Requirements: AC002 - Customer profile locking during request creation
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_002, V1-83_TC_004

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: Profile Management API, Locking Service
• Performance_Baseline: <200ms lock response
• Data_Requirements: John Smith customer profile

Prerequisites:

• Setup_Requirements: Two browser sessions with different users
• User_Roles_Permissions: Customer Service Executive permissions
• Test_Data: John Smith (ACC-10058624)
• Prior_Test_Cases: Customer search test

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	User A: Search and select John Smith customer	Customer profile displays and gets locked	John Smith profile	Initial lock acquisition
2	User A: Verify lock indicator	Profile shows "locked" status or indicator	N/A	Lock status verification
3	User B: In separate session, search for same customer	Customer found in search results	John Smith profile	Search still works
4	User B: Attempt to select John Smith	Shows "Customer profile is locked by another user" message	John Smith selection	Concurrent access prevention
5	User A: Complete disconnection request submission	Request created successfully	Complete request data	Normal flow completion
6	User A: Navigate away from request creation	Customer profile lock automatically released	N/A	Automatic lock release
7	User B: Retry selecting John Smith	Customer profile now accessible	John Smith selection	Lock release verification
8	Verify lock timeout (if applicable)	Profile unlocks after configured timeout period	N/A	Timeout mechanism test

Verification Points:

• Primary_Verification: Customer profile locks prevent concurrent modifications
• Secondary_Verifications: Lock indicators display correctly, automatic lock release works
• Negative_Verification: Concurrent users cannot modify locked profiles

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Test Case 4: Request Type Auto-Determination Based on Customer Status

Test Case ID: V1-83_TC_004 Title: Verify System Auto-Determines Request Type Based on Customer Status Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/Business Logic
• Test Level: System
• Priority: P1-Critical
• Execution Phase: Smoke
• Automation Status: Automated

Enhanced Tags: Tags: MOD-CX-Backoffice, P1-Critical, Phase-Smoke, Type-Business-Logic, Platform-Web, Report-Product, Customer-All, Risk-Medium, Business-Critical, Revenue-Impact-Medium, Integration-End-to-End, Request-Type-Logic, HappyPath

Business Context:

• Customer_Segment: All
• Revenue_Impact: Medium
• Business_Priority: Must-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: No
• SLA_Related: No

Quality Metrics:

• Risk_Level: Medium
• Complexity_Level: Medium
• Expected_Execution_Time: 3 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Low
• Failure_Impact: High

Coverage Tracking:

• Feature_Coverage: 10%
• Integration_Points: Services-CX, Customer-Status-API
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Product
• Report_Categories: Business-Logic-Testing, Functional-Coverage
• Trend_Tracking: No
• Executive_Visibility: No
• Customer_Impact_Level: Medium

Requirements Traceability:

• Related_Requirements: AC003 - Auto-determine request type based on customer status
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_002, V1-83_TC_005

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: Customer Status API
• Performance_Baseline: <300ms status check
• Data_Requirements: Active and Inactive customer profiles

Prerequisites:

• Setup_Requirements: Customer Service Executive logged in
• User_Roles_Permissions: Create request permissions
• Test_Data: Active customer (John Smith), Inactive customer (Robert Johnson)
• Prior_Test_Cases: Customer search functionality

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Search and select active customer (John Smith)	Customer profile loads with "Active" status	John Smith (Active)	Active customer test
2	Verify Request Type section	"Disconnection Request" radio button is pre-selected	N/A	Auto-selection for active
3	Verify "Reconnection Request" option	Radio button is available but not selected	N/A	Option availability check
4	Navigate back to customer search	Return to search screen	N/A	Navigation test
5	Search and select inactive customer	Customer profile loads with "Inactive" status	Robert Johnson (Inactive)	Inactive customer test
6	Verify Request Type section	"Reconnection Request" radio button is pre-selected	N/A	Auto-selection for inactive
7	Verify "Disconnection Request" option	Radio button is available but not selected	N/A	Option availability check
8	Test manual override	Can manually change selection despite auto-determination	Manual selection change	Override capability

Verification Points:

• Primary_Verification: Request type automatically determined based on customer status
• Secondary_Verifications: Manual override capability exists, both options always available
• Negative_Verification: Wrong request type not auto-selected for customer status

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Test Case 5: Past Date Prevention in Schedule Selection

Test Case ID: V1-83_TC_005 Title: Verify System Prevents Selection of Past Dates in Preferred Schedule Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/Validation
• Test Level: System
• Priority: P2-High
• Execution Phase: Regression
• Automation Status: Automated

Enhanced Tags: Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Validation, Platform-Web, Report-QA, Customer-All, Risk-Low, Business-High, Revenue-Impact-Low, Integration-Point, Date-Validation, ErrorHandling

Business Context:

• Customer_Segment: All
• Revenue_Impact: Low
• Business_Priority: Should-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: No
• SLA_Related: No

Quality Metrics:

• Risk_Level: Low
• Complexity_Level: Low
• Expected_Execution_Time: 2 minutes
• Reproducibility_Score: High
• Data_Sensitivity: None
• Failure_Impact: Medium

Coverage Tracking:

• Feature_Coverage: 8%
• Integration_Points: Services-CX, Date-Validation
• Code_Module_Mapped: CX-Backoffice-DatePicker
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: QA
• Report_Categories: Validation-Testing, Error-Handling
• Trend_Tracking: No
• Executive_Visibility: No
• Customer_Impact_Level: Low

Requirements Traceability:

• Related_Requirements: AC004 - Prevent past date selection in schedule
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_004, V1-83_TC_006

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+, iOS 16+, Android 13+
• Screen_Resolution: Desktop-1920x1080, Mobile-375x667
• Dependencies: Date picker component
• Performance_Baseline: <200ms validation response
• Data_Requirements: Current system date

Prerequisites:

• Setup_Requirements: Customer selected and request type determined
• User_Roles_Permissions: Create request permissions
• Test_Data: John Smith customer, current date context
• Prior_Test_Cases: Customer selection and request type tests

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Navigate to Request Details section	Preferred Schedule section displays	N/A	Section visibility
2	Click on preferred date field	Date picker opens	N/A	Date picker functionality
3	Verify current date and future dates	Current date and future dates are selectable	Today's date + future	Available date range
4	Attempt to select yesterday's date	Date is disabled/not selectable	Yesterday's date	Past date prevention
5	Attempt to select last week's date	Date is disabled/not selectable	Last week's date	Extended past date test
6	Try manual entry of past date	Shows validation error "Cannot select past date"	Manual past date entry	Manual entry validation
7	Select valid future date	Date is accepted and field populates	Tomorrow's date	Valid date acceptance
8	Test edge case: Select current date	Current date is accepted	Today's date	Current date handling

Verification Points:

• Primary_Verification: Past dates cannot be selected in date picker
• Secondary_Verifications: Validation error messages display correctly
• Negative_Verification: No past dates are selectable through any method

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Test Case 6: Admin-Configured Time Slots Display

Test Case ID: V1-83_TC_006 Title: Verify Only Admin-Configured Time Slots Display in 2-Hour Blocks Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/Configuration
• Test Level: System
• Priority: P2-High
• Execution Phase: Regression
• Automation Status: Manual

Enhanced Tags: Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Configuration, Platform-Web, Report-Product, Customer-All, Risk-Low, Business-Medium, Revenue-Impact-Low, Integration-Point, Time-Slots, AdminConfig

Business Context:

• Customer_Segment: All
• Revenue_Impact: Low
• Business_Priority: Should-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: No
• SLA_Related: No

Quality Metrics:

• Risk_Level: Low
• Complexity_Level: Medium
• Expected_Execution_Time: 3 minutes
• Reproducibility_Score: High
• Data_Sensitivity: None
• Failure_Impact: Low

Coverage Tracking:

• Feature_Coverage: 5%
• Integration_Points: Services-CX, Configuration-API
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Product
• Report_Categories: Configuration-Testing, Admin-Settings
• Trend_Tracking: No
• Executive_Visibility: No
• Customer_Impact_Level: Low

Requirements Traceability:

• Related_Requirements: AC005 - Display admin-configured time slots in 2-hour blocks
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_005, V1-83_TC_007

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: Configuration API, Admin Settings
• Performance_Baseline: <300ms time slot load
• Data_Requirements: Admin-configured time slots

Prerequisites:

• Setup_Requirements: Admin has configured time slots: 8:00 AM - 10:00 AM, 10:00 AM - 12:00 PM, 2:00 PM - 4:00 PM, 4:00 PM - 6:00 PM
• User_Roles_Permissions: Create request permissions
• Test_Data: Valid future date selected
• Prior_Test_Cases: Date selection test

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Select valid future date in date picker	Date is accepted	Tomorrow's date	Date prerequisite
2	Click on time slot dropdown	Time slot options display	N/A	Dropdown functionality
3	Verify morning time slots	Shows "8:00 AM - 10:00 AM" and "10:00 AM - 12:00 PM"	Admin config	Morning slots validation
4	Verify afternoon time slots	Shows "2:00 PM - 4:00 PM" and "4:00 PM - 6:00 PM"	Admin config	Afternoon slots validation
5	Verify no other time slots	Only configured slots appear, no other options	Admin config	Restriction validation
6	Check 2-hour block format	Each slot spans exactly 2 hours	Time calculation	Block duration check
7	Select a time slot	Time slot is accepted and saved	"10:00 AM - 12:00 PM"	Selection functionality
8	Verify slot display format	Format shows clear start and end times	Time format standard	Display format check

Verification Points:

• Primary_Verification: Only admin-configured time slots are available for selection
• Secondary_Verifications: All slots are 2-hour blocks, proper time format display
• Negative_Verification: No unauthorized time slots are selectable

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Test Case 7: Additional Notes Character Limit and Text Validation

Test Case ID: V1-83_TC_007 Title: Verify Additional Notes Field Limits to 250 Characters and Accepts Text Only Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/Validation
• Test Level: Unit
• Priority: P3-Medium
• Execution Phase: Regression
• Automation Status: Automated

Enhanced Tags: Tags: MOD-CX-Backoffice, P3-Medium, Phase-Regression, Type-Validation, Platform-Web, Report-QA, Customer-All, Risk-Low, Business-Low, Revenue-Impact-None, Field-Validation, Character-Limit, TextOnly

Business Context:

• Customer_Segment: All
• Revenue_Impact: None
• Business_Priority: Could-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: No
• SLA_Related: No

Quality Metrics:

• Risk_Level: Low
• Complexity_Level: Low
• Expected_Execution_Time: 2 minutes
• Reproducibility_Score: High
• Data_Sensitivity: None
• Failure_Impact: Low

Coverage Tracking:

• Feature_Coverage: 3%
• Integration_Points: Services-CX, Input-Validation
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: QA
• Report_Categories: Field-Validation, Input-Testing
• Trend_Tracking: No
• Executive_Visibility: No
• Customer_Impact_Level: Low

Requirements Traceability:

• Related_Requirements: AC006 - Additional notes max 250 characters, text only
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_006, V1-83_TC_008

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+, iOS 16+, Android 13+
• Screen_Resolution: Desktop-1920x1080, Mobile-375x667
• Dependencies: Input validation service
• Performance_Baseline: <100ms validation response
• Data_Requirements: Various text inputs for testing

Prerequisites:

• Setup_Requirements: Request details section accessible
• User_Roles_Permissions: Create request permissions
• Test_Data: Text strings of various lengths, special characters
• Prior_Test_Cases: Time slot selection test

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Navigate to Additional Notes field	Text area displays with placeholder text	N/A	Field visibility
2	Enter exactly 250 characters	Text is accepted, character counter shows 250/250	250-character string	Exact limit test
3	Attempt to enter 251st character	Character is not accepted, field stops input	Additional character	Over-limit prevention
4	Enter text with numbers	Numbers are accepted as part of text	"Customer called 3 times"	Number acceptance
5	Enter special characters	Basic punctuation accepted (.,!?-)	"Customer requested ASAP!"	Special char test
6	Test copy-paste of long text	Only first 250 characters are retained	300-character paste	Paste limitation
7	Enter multi-line text	Line breaks accepted within character limit	Multi-line text	Line break support
8	Verify character counter updates	Counter shows current character count in real-time	Various inputs	Real-time counter

Verification Points:

• Primary_Verification: Additional notes field enforces 250-character limit
• Secondary_Verifications: Text-only input accepted, character counter works
• Negative_Verification: No acceptance of input beyond character limit

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Test Case 8: SLA Due Date Calculation and Display

Test Case ID: V1-83_TC_008 Title: Verify SLA Due Date Calculation as Creation Date Plus Resolution Time Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/Business Logic
• Test Level: Integration
• Priority: P1-Critical
• Execution Phase: Smoke
• Automation Status: Automated

Enhanced Tags: Tags: MOD-CX-Backoffice, P1-Critical, Phase-Smoke, Type-Business-Logic, Platform-Web, Report-Engineering, Customer-All, Risk-Medium, Business-Critical, Revenue-Impact-Medium, Integration-End-to-End, SLA-Calculation, HappyPath

Business Context:

• Customer_Segment: All
• Revenue_Impact: Medium
• Business_Priority: Must-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: Yes
• SLA_Related: Yes

Quality Metrics:

• Risk_Level: Medium
• Complexity_Level: Medium
• Expected_Execution_Time: 3 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Low
• Failure_Impact: High

Coverage Tracking:

• Feature_Coverage: 12%
• Integration_Points: Services-CX, SLA-API, Time-Calculation
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: SLA-Monitoring, Business-Logic
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: High

Requirements Traceability:

• Related_Requirements: AC008 - Calculate SLA due date as creation date + resolution time
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_009, V1-83_TC_010

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: SLA Configuration API, Time Service
• Performance_Baseline: <200ms SLA calculation
• Data_Requirements: SLA targets: Acknowledgement 2hrs, Response 4hrs, Resolution 24hrs

Prerequisites:

• Setup_Requirements: SLA configuration set (24-hour resolution time)
• User_Roles_Permissions: View SLA permissions
• Test_Data: Request creation timestamp
• Prior_Test_Cases: Request submission test

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Submit disconnection request	Request created with timestamp	Complete request data	Request creation
2	Navigate to request detail view	Detail view opens showing SLA information	Request ID	Detail navigation
3	Verify SLA due date calculation	Due date = Creation date + 24 hours	Created: 2025-05-15 09:30 AM, Due: 2025-05-16 09:30 AM	24-hour addition
4	Check SLA target display	Shows "Resolution Time: 24 hours"	SLA configuration	Target display
5	Verify time remaining calculation	Shows remaining time until due date	Current time vs due date	Real-time calculation
6	Test with different creation times	SLA due date adjusts based on creation time	Various creation times	Time sensitivity
7	Verify weekend/holiday handling	Due date calculation considers business rules	Weekend creation	Business day logic
8	Check precision of calculation	Time displayed with appropriate precision	Hour/minute precision	Display precision

Verification Points:

• Primary_Verification: SLA due date correctly calculated as creation date + resolution time
• Secondary_Verifications: Time remaining updates in real-time, proper time format display
• Negative_Verification: SLA calculations don't use incorrect base dates

---

Test Case 9: SLA Status Display (On Track vs Breached)

Test Case ID: V1-83_TC_009 Title: Verify SLA Status Shows "On Track" or "Breached" Based on Real-Time Comparison Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/Business Logic
• Test Level: Integration
• Priority: P1-Critical
• Execution Phase: Smoke
• Automation Status: Automated

Enhanced Tags: Tags: MOD-CX-Backoffice, P1-Critical, Phase-Smoke, Type-Business-Logic, Platform-Web, Report-Engineering, Customer-All, Risk-High, Business-Critical, Revenue-Impact-High, Integration-End-to-End, SLA-Status, RealTime

Business Context:

• Customer_Segment: All
• Revenue_Impact: High
• Business_Priority: Must-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: Yes
• SLA_Related: Yes

Quality Metrics:

• Risk_Level: High
• Complexity_Level: Medium
• Expected_Execution_Time: 4 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Low
• Failure_Impact: Critical

Coverage Tracking:

• Feature_Coverage: 10%
• Integration_Points: Services-CX, SLA-Monitoring, Real-Time-API
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: SLA-Monitoring, Real-Time-Processing
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: High

Requirements Traceability:

• Related_Requirements: AC009 - Show SLA status as "On Track" or "Breached"
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_008, V1-83_TC_010

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: SLA Monitoring Service, Real-time Clock
• Performance_Baseline: <100ms status update
• Data_Requirements: Requests at different SLA stages

Prerequisites:

• Setup_Requirements: Requests with different SLA status (on track, breached)
• User_Roles_Permissions: View SLA status permissions
• Test_Data: Recent request (on track), Old request (breached)
• Prior_Test_Cases: SLA calculation test

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	View recent request (within SLA)	SLA Status shows "On Track" with green indicator	Request created 2 hours ago, 24hr SLA	On track status
2	Check time remaining display	Shows positive time remaining "22 hours remaining"	Same request	Remaining time positive
3	View old request (beyond SLA)	SLA Status shows "Breached" with red indicator	Request created 25 hours ago, 24hr SLA	Breached status
4	Check overdue time display	Shows negative time "1 hour overdue"	Same breached request	Overdue time display
5	Refresh page and verify status	Status persists after page refresh	Both requests	Status persistence
6	Test edge case: Request at SLA boundary	Status changes from "On Track" to "Breached" at exact deadline	Request at 24-hour mark	Boundary condition
7	Verify visual indicators	Green indicator for on track, red for breached	Color coding	Visual distinction
8	Check status in list view	SLA status column shows correct status for all requests	Multiple requests	List view consistency

Verification Points:

• Primary_Verification: SLA status correctly displays "On Track" or "Breached" based on current time
• Secondary_Verifications: Visual indicators match status, time calculations are accurate
• Negative_Verification: Status doesn't show incorrect state for time comparisons

---

Test Case 10: Request Status Transition from Pending to In Progress

Test Case ID: V1-83_TC_010 Title: Verify Request Status Transitions from "Pending" to "In Progress" When Acknowledged Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/Workflow
• Test Level: System
• Priority: P1-Critical
• Execution Phase: Smoke
• Automation Status: Automated

Enhanced Tags: Tags: MOD-CX-Backoffice, P1-Critical, Phase-Smoke, Type-Workflow, Platform-Web, Report-Engineering, Customer-All, Risk-Medium, Business-Critical, Revenue-Impact-Medium, Integration-End-to-End, Status-Transition, HappyPath

Business Context:

• Customer_Segment: All
• Revenue_Impact: Medium
• Business_Priority: Must-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: Yes
• SLA_Related: Yes

Quality Metrics:

• Risk_Level: Medium
• Complexity_Level: Medium
• Expected_Execution_Time: 2 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Low
• Failure_Impact: High

Coverage Tracking:

• Feature_Coverage: 8%
• Integration_Points: Services-CX, Workflow-Engine, Status-API
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: Workflow-Testing, Status-Management
• Trend_Tracking: Yes
• Executive_Visibility: No
• Customer_Impact_Level: Medium

Requirements Traceability:

• Related_Requirements: AC010 - Status transition from Pending to In Progress on acknowledgement
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_009, V1-83_TC_011

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: Workflow Engine, Status Update API
• Performance_Baseline: <300ms status update
• Data_Requirements: Pending status request

Prerequisites:

• Setup_Requirements: Pending disconnection request exists
• User_Roles_Permissions: Acknowledge request permissions
• Test_Data: DR-1001 request in Pending status
• Prior_Test_Cases: Request creation test

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Navigate to request detail view	Request displays with "Pending Approval" status	DR-1001	Initial status verification
2	Verify "Acknowledge Request" button	Green button displays and is clickable	N/A	Button availability
3	Click "Acknowledge Request" button	Status updates to "In Progress" immediately	Button click	Status transition
4	Verify button text change	Button text changes to "Put on Hold"	N/A	Button state change
5	Check status badge	Status badge updates to "In Progress" with appropriate color	Blue badge	Visual status update
6	Verify SLA tracking	SLA acknowledgement time is recorded	Timestamp capture	SLA metric update
7	Check activity timeline	Timeline shows acknowledgement activity with timestamp	Timeline entry	Activity logging
8	Refresh page	Status persists as "In Progress" after refresh	Page reload	Status persistence

Verification Points:

• Primary_Verification: Request status successfully transitions from Pending to In Progress
• Secondary_Verifications: Button state changes, timeline updates, SLA tracking works
• Negative_Verification: Status doesn't revert to Pending after acknowledgement

---

Test Case 11: Put on Hold and Resume Button Toggle

Test Case ID: V1-83_TC_011 Title: Verify Button Toggles Between "Put on Hold", "Resume" Based on Current Status Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/UI
• Test Level: System
• Priority: P2-High
• Execution Phase: Regression
• Automation Status: Automated

Enhanced Tags: Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-UI, Platform-Web, Report-QA, Customer-All, Risk-Low, Business-Medium, Revenue-Impact-Low, Integration-Point, Button-Toggle, StatusControl

Business Context:

• Customer_Segment: All
• Revenue_Impact: Low
• Business_Priority: Should-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: No
• SLA_Related: Yes

Quality Metrics:

• Risk_Level: Low
• Complexity_Level: Low
• Expected_Execution_Time: 3 minutes
• Reproducibility_Score: High
• Data_Sensitivity: None
• Failure_Impact: Medium

Coverage Tracking:

• Feature_Coverage: 5%
• Integration_Points: Services-CX, UI-Controls
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: QA
• Report_Categories: UI-Testing, Control-Functionality
• Trend_Tracking: No
• Executive_Visibility: No
• Customer_Impact_Level: Low

Requirements Traceability:

• Related_Requirements: AC011 - Button toggle between "Put on Hold", "Resume"
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_010, V1-83_TC_012

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: UI Component Library
• Performance_Baseline: <100ms button state change
• Data_Requirements: In Progress status request

Prerequisites:

• Setup_Requirements: Request in "In Progress" status
• User_Roles_Permissions: Manage request status permissions
• Test_Data: Request acknowledged and in progress
• Prior_Test_Cases: Status transition test

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	View request in "In Progress" status	"Put on Hold" button displays	In Progress request	Initial button state
2	Click "Put on Hold" button	Status changes to "On Hold", button changes to "Resume"	Button click	Hold functionality
3	Verify status badge	Status badge shows "On Hold" with appropriate color	Orange badge	Status display
4	Check button appearance	Button now shows "Resume" text	Button text	Text toggle verification
5	Click "Resume" button	Status changes back to "In Progress", button changes to "Put on Hold"	Button click	Resume functionality
6	Verify status restoration	Status badge returns to "In Progress"	Blue badge	Status restoration
7	Test multiple toggles	Button and status toggle correctly multiple times	Multiple clicks	Toggle reliability
8	Check timeline updates	Each status change is logged in timeline	Timeline entries	Activity tracking

Verification Points:

• Primary_Verification: Button text toggles correctly based on current request status
• Secondary_Verifications: Status updates correctly, timeline tracks changes
• Negative_Verification: Button doesn't show incorrect text for current status

---

Test Case 12: Outstanding Balance Real-Time Calculation

Test Case ID: V1-83_TC_012 Title: Verify Outstanding Balance Calculated as Total Due Minus Payments Made in Real-Time Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/Integration
• Test Level: Integration
• Priority: P1-Critical
• Execution Phase: Smoke
• Automation Status: Automated

Enhanced Tags: Tags: MOD-CX-Backoffice, P1-Critical, Phase-Smoke, Type-Integration, Platform-Web, Report-Engineering, Customer-All, Risk-High, Business-Critical, Revenue-Impact-High, Integration-External-Dependency, Financial-Calculation, RealTime

Business Context:

• Customer_Segment: All
• Revenue_Impact: High
• Business_Priority: Must-Have
• Customer_Journey: Billing
• Compliance_Required: Yes
• SLA_Related: No

Quality Metrics:

• Risk_Level: High
• Complexity_Level: High
• Expected_Execution_Time: 4 minutes
• Reproducibility_Score: High
• Data_Sensitivity: High
• Failure_Impact: Critical

Coverage Tracking:

• Feature_Coverage: 15%
• Integration_Points: Services-CX, Billing-API, Payment-System
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: Financial-Integration, Real-Time-Processing
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: High

Requirements Traceability:

• Related_Requirements: AC012 - Calculate outstanding balance real-time
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_013, V1-83_TC_014

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: Billing API, Payment System API
• Performance_Baseline: <500ms calculation response
• Data_Requirements: Customer with billing and payment history

Prerequisites:

• Setup_Requirements: Customer with known billing history
• User_Roles_Permissions: View financial information permissions
• Test_Data: John Smith - Total Due: $456.78, Payments Made: $210.00
• Prior_Test_Cases: Customer selection test

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Navigate to Settlement & Closure tab	Financial settlement section loads	Customer financial data	Section access
2	Verify Outstanding Balance section	Shows "Total Outstanding: $245.78"	$456.78 - $210.00 = $245.78	Calculation verification
3	Check due date display	Shows most recent unpaid invoice due date	Due Date: 2025-05-10	Due date accuracy
4	Verify payment history	Shows "Last Payment: $150.00, Date: 2025-03-15"	Payment history data	Payment display
5	Test with zero outstanding	Customer with no outstanding shows $0.00 and "Cleared"	Paid-up customer	Zero balance handling
6	Test real-time update	If payment processed, balance updates automatically	Simulated payment	Real-time capability
7	Verify currency formatting	Amounts display with proper currency formatting ($XXX.XX)	Various amounts	Format consistency
8	Check calculation accuracy	Manual verification of Total Due - Payments = Outstanding	Mathematical verification	Accuracy validation

Verification Points:

• Primary_Verification: Outstanding balance accurately calculated as Total Due minus Payments Made
• Secondary_Verifications: Real-time updates work, currency formatting correct
• Negative_Verification: Calculation doesn't show incorrect amounts

---

Test Case 13: Security Deposit Application Toggle

Test Case ID: V1-83_TC_013 Title: Verify Security Deposit Applied to Reduce Outstanding When "Use in Bill" Toggle is ON Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/Business Logic
• Test Level: System
• Priority: P1-Critical
• Execution Phase: Regression
• Automation Status: Automated

Enhanced Tags: Tags: MOD-CX-Backoffice, P1-Critical, Phase-Regression, Type-Business-Logic, Platform-Web, Report-Product, Customer-All, Risk-Medium, Business-Critical, Revenue-Impact-High, Integration-Point, Deposit-Application, FinancialLogic

Business Context:

• Customer_Segment: All
• Revenue_Impact: High
• Business_Priority: Must-Have
• Customer_Journey: Billing
• Compliance_Required: Yes
• SLA_Related: No

Quality Metrics:

• Risk_Level: Medium
• Complexity_Level: Medium
• Expected_Execution_Time: 3 minutes
• Reproducibility_Score: High
• Data_Sensitivity: High
• Failure_Impact: High

Coverage Tracking:

• Feature_Coverage: 12%
• Integration_Points: Services-CX, Financial-Calculation
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Product
• Report_Categories: Financial-Logic, Business-Rules
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: High

Requirements Traceability:

• Related_Requirements: AC013 - Apply security deposit when toggle ON
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_012, V1-83_TC_014

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: Financial Calculation Service
• Performance_Baseline: <300ms calculation update
• Data_Requirements: Customer with security deposit: $150.00, Outstanding: $245.78

Prerequisites:

• Setup_Requirements: Customer with security deposit and outstanding balance
• User_Roles_Permissions: Manage financial settlement permissions
• Test_Data: Outstanding: $245.78, Deposit: $150.00
• Prior_Test_Cases: Outstanding balance calculation test

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	View Security Deposit section	Shows "Deposit Amount: $150.00, Deposit Date: 2020-03-10"	Deposit information	Deposit display
2	Verify default toggle state	"Use in bill" toggle is ON by default (since outstanding exists)	Default state	Initial toggle state
3	Check Net Settlement calculation	Shows "Outstanding: $245.78, Net Amount: $95.78" (245.78 - 150.00)	Net calculation	Automatic calculation
4	Turn toggle OFF	Net Amount changes to $245.78 (no deposit applied)	Toggle OFF	Toggle functionality
5	Verify deposit retention	With toggle OFF, full deposit shown as refundable	Deposit retention	Refund calculation
6	Turn toggle back ON	Net Amount returns to $95.78 (deposit applied)	Toggle ON	Toggle restoration
7	Test with deposit larger than outstanding	If deposit > outstanding, shows refund due to customer	Deposit: $300, Outstanding: $200	Overpayment scenario
8	Verify visual indicators	Net amount shows in red if customer owes, green if refund due	Color coding	Visual feedback

Verification Points:

• Primary_Verification: Security deposit correctly applied when "Use in bill" toggle is ON
• Secondary_Verifications: Toggle functionality works, net calculations accurate
• Negative_Verification: Deposit not applied when toggle is OFF

---

Test Case 14: VIP Customer Badge Display

Test Case ID: V1-83_TC_014 Title: Verify VIP Badge Displays for Customers Marked as VIP in System Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/UI
• Test Level: System
• Priority: P3-Medium
• Execution Phase: Regression
• Automation Status: Manual

Enhanced Tags: Tags: MOD-CX-Backoffice, P3-Medium, Phase-Regression, Type-UI, Platform-Web, Report-CSM, Customer-Enterprise, Risk-Low, Business-Medium, Revenue-Impact-Medium, Integration-Point, VIP-Badge, CustomerSegmentation

Business Context:

• Customer_Segment: Enterprise
• Revenue_Impact: Medium
• Business_Priority: Should-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: No
• SLA_Related: No

Quality Metrics:

• Risk_Level: Low
• Complexity_Level: Low
• Expected_Execution_Time: 2 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Low
• Failure_Impact: Low

Coverage Tracking:

• Feature_Coverage: 5%
• Integration_Points: Services-CX, Customer-Profile-API
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: CSM
• Report_Categories: Customer-Segmentation, UI-Features
• Trend_Tracking: No
• Executive_Visibility: No
• Customer_Impact_Level: Medium

Requirements Traceability:

• Related_Requirements: AC014 - Display VIP badge for VIP customers
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_013, V1-83_TC_015

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: Customer Profile API
• Performance_Baseline: <200ms profile load
• Data_Requirements: VIP and non-VIP customer profiles

Prerequisites:

• Setup_Requirements: VIP customer profile exists in system
• User_Roles_Permissions: View customer profile permissions
• Test_Data: VIP Customer (Margaret Thompson), Regular Customer (John Smith)
• Prior_Test_Cases: Customer search test

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Search for VIP customer	Customer found in search results	Margaret Thompson (VIP)	VIP customer search
2	Select VIP customer	Customer profile loads with VIP badge visible	VIP customer selection	VIP badge display
3	Verify VIP badge appearance	Badge shows "VIP" with distinctive styling (gold/premium color)	Visual verification	Badge styling
4	Check badge placement	VIP badge appears next to customer name prominently	Layout verification	Badge positioning
5	Navigate to request detail view	VIP badge persists in detail view header	Detail view navigation	Badge persistence
6	Search for regular customer	Customer found in search results	John Smith (Regular)	Regular customer test
7	Select regular customer	Customer profile loads without VIP badge	Regular customer selection	No badge verification
8	Compare displays	Clear visual distinction between VIP and regular customers	Side-by-side comparison	Visual differentiation

Verification Points:

• Primary_Verification: VIP badge displays for customers marked as VIP in system
• Secondary_Verifications: Badge styling is distinctive, placement is prominent
• Negative_Verification: Regular customers do not show VIP badge

---

Test Case 15: Meter Number Validation Against Service Account

Test Case ID: V1-83_TC_015 Title: Verify Meter Numbers Are Validated Against Consumer's Linked Service Account Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/Validation
• Test Level: Integration
• Priority: P1-Critical
• Execution Phase: Regression
• Automation Status: Automated

Enhanced Tags: Tags: MOD-CX-Backoffice, P1-Critical, Phase-Regression, Type-Validation, Platform-Web, Report-Engineering, Customer-All, Risk-High, Business-Critical, Revenue-Impact-High, Integration-External-Dependency, Meter-Validation, AssetManagement

Business Context:

• Customer_Segment: All
• Revenue_Impact: High
• Business_Priority: Must-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: Yes
• SLA_Related: No

Quality Metrics:

• Risk_Level: High
• Complexity_Level: High
• Expected_Execution_Time: 4 minutes
• Reproducibility_Score: High
• Data_Sensitivity: High
• Failure_Impact: Critical

Coverage Tracking:

• Feature_Coverage: 8%
• Integration_Points: Services-CX, Asset-API, Device-Registry
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: Integration-Testing, Auto-Population-Features
• Trend_Tracking: No
• Executive_Visibility: No
• Customer_Impact_Level: Medium

Requirements Traceability:

• Related_Requirements: AC016 - Auto-populate device number when meter number entered
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_015, V1-83_TC_017

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: Asset API, Device Registry
• Performance_Baseline: <300ms auto-population response
• Data_Requirements: Meter-device mapping data

Prerequisites:

• Setup_Requirements: Meter and device mapping configured
• User_Roles_Permissions: Access meter information permissions
• Test_Data: Meter M-98765432 linked to Device EDEV001
• Prior_Test_Cases: Meter validation test

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Navigate to Disconnect tab	Service Disconnection section displays	N/A	Section access
2	Enter electricity meter number	Device number field auto-populates	"EMTR-98765432" → "EDEV001"	Electric auto-population
3	Verify device number is read-only	Device number field is non-editable after auto-population	Auto-populated field	Read-only verification
4	Clear meter number	Device number field clears automatically	Clear meter field	Field clearing
5	Enter water meter number	Water device number auto-populates	"WMTR-98765432" → "WDEV001"	Water auto-population
6	Test invalid meter number	Device number remains empty for invalid meter	"INVALID-123"	Invalid meter handling
7	Test response time	Auto-population occurs within 300ms	Various meter numbers	Performance validation
8	Verify meter type consistency	Auto-populated device matches meter type	Electric meter → Electric device	Type consistency

Verification Points:

• Primary_Verification: Device number auto-populates correctly when valid meter number entered
• Secondary_Verifications: Device field becomes read-only, clearing works properly
• Negative_Verification: Invalid meters don't trigger auto-population

---

Test Case 17: Execute Disconnection Button Enablement

Test Case ID: V1-83_TC_017 Title: Verify "Execute Disconnection" Enabled Only with Valid SO ID and Complete Checklist Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/Business Logic
• Test Level: System
• Priority: P1-Critical
• Execution Phase: Regression
• Automation Status: Automated

Enhanced Tags: Tags: MOD-CX-Backoffice, P1-Critical, Phase-Regression, Type-Business-Logic, Platform-Web, Report-Engineering, Customer-All, Risk-High, Business-Critical, Revenue-Impact-High, Integration-End-to-End, Button-Enablement, ProcessControl

Business Context:

• Customer_Segment: All
• Revenue_Impact: High
• Business_Priority: Must-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: Yes
• SLA_Related: Yes

Quality Metrics:

• Risk_Level: High
• Complexity_Level: High
• Expected_Execution_Time: 5 minutes
• Reproducibility_Score: High
• Data_Sensitivity: High
• Failure_Impact: Critical

Coverage Tracking:

• Feature_Coverage: 12%
• Integration_Points: Services-CX, Service-Order-API, Checklist-Validation
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: Process-Control, Business-Logic
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: High

Requirements Traceability:

• Related_Requirements: AC017 - Enable Execute Disconnection with valid SO ID and checklist
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_016, V1-83_TC_018

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: Service Order API, Checklist Validation Service
• Performance_Baseline: <200ms button state update
• Data_Requirements: Valid service order ID, completion checklist items

Prerequisites:

• Setup_Requirements: Service order created for disconnection
• User_Roles_Permissions: Execute disconnection permissions
• Test_Data: Valid SO ID: SO-2024-005678
• Prior_Test_Cases: Service order creation test

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Navigate to Disconnect tab	Account Closure Checklist shows 0/6 completion	N/A	Initial state
2	Verify button initial state	"Execute Disconnection" button is disabled	Disabled button	Initial disabled state
3	Enter valid SO ID	SO details auto-populate, button remains disabled	"SO-2024-005678"	SO ID validation
4	Check one checklist item	Completion counter updates to 1/6, button remains disabled	First checkbox	Partial completion
5	Check all six checklist items	Completion shows 6/6, button becomes enabled	All checkboxes	Full completion
6	Uncheck one item	Completion drops to 5/6, button becomes disabled again	Uncheck item	Dynamic enablement
7	Re-check final item	Button re-enables with 6/6 completion	Final checkbox	Re-enablement
8	Test with invalid SO ID	Button remains disabled regardless of checklist	"INVALID-SO"	Invalid SO handling

Verification Points:

• Primary_Verification: Execute Disconnection button only enabled with valid SO ID and complete checklist
• Secondary_Verifications: Dynamic button state updates, completion counter accurate
• Negative_Verification: Button not enabled with incomplete requirements

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Test Case 18: Email Notification on Customer Notification Checkbox

Test Case ID: V1-83_TC_018 Title: Verify Email Notifications Sent When Customer Notification Checkbox Is Checked Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/Integration
• Test Level: Integration
• Priority: P2-High
• Execution Phase: Regression
• Automation Status: Automated

Enhanced Tags: Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Integration, Platform-Web, Report-Engineering, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-External-Dependency, Email-Notifications, CustomerCommunication

Business Context:

• Customer_Segment: All
• Revenue_Impact: Medium
• Business_Priority: Should-Have
• Customer_Journey: Support
• Compliance_Required: Yes
• SLA_Related: No

Quality Metrics:

• Risk_Level: Medium
• Complexity_Level: Medium
• Expected_Execution_Time: 4 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Medium
• Failure_Impact: Medium

Coverage Tracking:

• Feature_Coverage: 8%
• Integration_Points: Services-CX, Email-Service, Notification-API
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: Communication-Integration, Notification-Testing
• Trend_Tracking: Yes
• Executive_Visibility: No
• Customer_Impact_Level: Medium

Requirements Traceability:

• Related_Requirements: AC019 - Send email notifications when checkbox checked
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_017, V1-83_TC_019

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: Email Service API, Notification Service
• Performance_Baseline: <1000ms email trigger
• Data_Requirements: Customer with valid email address

Prerequisites:

• Setup_Requirements: Email service configured and operational
• User_Roles_Permissions: Send notifications permissions
• Test_Data: Customer email: john.smith@example.com
• Prior_Test_Cases: Request creation form test

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Complete disconnection request form	Form ready for submission	Complete request data	Form preparation
2	Verify checkbox default state	"Customer Notification" checkbox is checked by default	Default checked	Default state
3	Submit request with checkbox checked	Request submitted successfully	Checkbox checked	Submission with notification
4	Verify email trigger	Email notification triggered to customer email	john.smith@example.com	Email trigger
5	Check audit log entry	Notification logged in audit trail with timestamp	Audit log	Logging verification
6	Test with checkbox unchecked	Uncheck notification checkbox before submission	Checkbox unchecked	Opt-out scenario
7	Submit without notification	Request submits, no email triggered	No notification	No email verification
8	Verify no audit log	No notification entry in audit log	No log entry	No logging when unchecked

Verification Points:

• Primary_Verification: Email notifications sent only when customer notification checkbox is checked
• Secondary_Verifications: Audit logging works correctly, checkbox default state correct
• Negative_Verification: No emails sent when checkbox is unchecked

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Test Case 19: Communication Activities Audit Trail Logging

Test Case ID: V1-83_TC_019 Title: Verify All Communication Activities Logged in Audit Trail with Timestamp and User Details Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/Audit
• Test Level: System
• Priority: P2-High
• Execution Phase: Regression
• Automation Status: Automated

Enhanced Tags: Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Audit, Platform-Web, Report-Engineering, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Low, Integration-Point, Audit-Trail, Activity-Logging

Business Context:

• Customer_Segment: All
• Revenue_Impact: Low
• Business_Priority: Should-Have
• Customer_Journey: Support
• Compliance_Required: Yes
• SLA_Related: No

Quality Metrics:

• Risk_Level: Medium
• Complexity_Level: Medium
• Expected_Execution_Time: 4 minutes
• Reproducibility_Score: High
• Data_Sensitivity: High
• Failure_Impact: Medium

Coverage Tracking:

• Feature_Coverage: 8%
• Integration_Points: Services-CX, Audit-Service, Logging-API
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: Audit-Compliance, Activity-Tracking
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: Low

Requirements Traceability:

• Related_Requirements: AC020 - Log communication activities with timestamp and user
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_018, V1-83_TC_020

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: Audit Service, Logging API
• Performance_Baseline: <200ms log entry
• Data_Requirements: User session data, communication templates

Prerequisites:

• Setup_Requirements: Audit logging enabled, user authenticated
• User_Roles_Permissions: Communication permissions
• Test_Data: Maria Rodriguez (logged-in user), communication templates
• Prior_Test_Cases: Communication module access test

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Navigate to Communications tab	Communications module loads	N/A	Module access
2	Send email to customer	Email sent successfully	Email template, customer address	Email communication
3	Check Timeline tab	Email activity logged with timestamp	Activity entry	Email logging
4	Verify log details	Shows: "Email sent by Maria Rodriguez at 2025-06-18 14:30:15"	User and timestamp	Detail accuracy
5	Add internal note	Note saved successfully	"Customer called regarding status"	Internal note
6	Check note in timeline	Internal note logged with user and timestamp	Note entry	Note logging
7	Send SMS notification	SMS sent to customer phone	SMS template	SMS communication
8	Verify comprehensive audit	All communication activities appear in chronological order	Full timeline	Complete logging

Verification Points:

• Primary_Verification: All communication activities logged in audit trail with timestamp and user
• Secondary_Verifications: Chronological order maintained, complete detail capture
• Negative_Verification: No communication activities occur without logging

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Test Case 20: Communication Module with Template Selection

Test Case ID: V1-83_TC_020 Title: Verify Communication Module Allows Template Selection and Message Delivery Created By: Hetal Created Date: June 18, 2025 Version: 1.0

Classification:

• Module/Feature: Disconnection Request Flow
• Test Type: Functional/Integration
• Test Level: System
• Priority: P2-High
• Execution Phase: Regression
• Automation Status: Manual

Enhanced Tags: Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Integration, Platform-Web, Report-Product, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-External-Dependency, Template-Management, MessageDelivery

Business Context:

• Customer_Segment: All
• Revenue_Impact: Medium
• Business_Priority: Should-Have
• Customer_Journey: Support
• Compliance_Required: No
• SLA_Related: No

Quality Metrics:

• Risk_Level: Medium
• Complexity_Level: High
• Expected_Execution_Time: 5 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Medium
• Failure_Impact: Medium

Coverage Tracking:

• Feature_Coverage: 10%
• Integration_Points: Services-CX, Template-Service, Email-API, SMS-API
• Code_Module_Mapped: CX-Backoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Product
• Report_Categories: Communication-Features, Template-Management
• Trend_Tracking: No
• Executive_Visibility: No
• Customer_Impact_Level: Medium

Requirements Traceability:

• Related_Requirements: Communication tab requirements - template selection and delivery
• Related_Bugs: N/A
• Related_Test_Cases: V1-83_TC_019, End-to-end workflow

Test Environment:

• Environment: Dev/Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: Desktop-1920x1080
• Dependencies: Template Service, Email API, SMS API
• Performance_Baseline: <2000ms message delivery
• Data_Requirements: Email/SMS templates, customer contact info

Prerequisites:

• Setup_Requirements: Communication templates configured
• User_Roles_Permissions: Send communications permissions
• Test_Data: Customer contact: john.smith@example.com, (212) 555-1234
• Prior_Test_Cases: Customer selection and request creation

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Navigate to Communications tab	Shows Communication and Notes sub-tabs	N/A	Tab structure
2	Select Communication sub-tab	Communication interface displays	Communication tab	Tab selection
3	Select communication type dropdown	Shows Email, SMS, etc. options	Communication types	Type selection
4	Choose Email type	Email template dropdown appears	Email selection	Email option
5	Select template dropdown	Shows available email templates	Template list	Template options
6	Choose "Disconnection Notice" template	Template content loads in preview	Disconnection template	Template loading
7	Click Send button	Message sent to customer email successfully	Send action	Message delivery
8	Verify communication details	Shows delivery confirmation and details in view	Delivery confirmation	Confirmation display

Verification Points:

• Primary_Verification: Communication module allows template selection and successful message delivery
• Secondary_Verifications: Template content loads correctly, delivery confirmation shown
• Negative_Verification: Invalid templates or addresses show appropriate error messages

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Test Execution Matrix

Browser/Device Compatibility Matrix

Test Case	Chrome 115+	Firefox 110+	Safari 16+	Edge Latest	Mobile Chrome	Mobile Safari
TC_001-005	✓	✓	✓	✓	✓	✓
TC_006-010	✓	✓	✓	✓	✓	✓
TC_011-015	✓	✓	✓	✓	○	○
TC_016-020	✓	✓	✓	✓	○	○

Legend: ✓ = Full Testing Required, ○ = Basic Validation

Test Suite Definitions

Smoke Test Suite (Critical Path)

• Test Cases: TC_001, TC_002, TC_004, TC_008, TC_009, TC_010
• Execution Time: ~20 minutes
• Automation: 100% automated
• Trigger: Every build deployment

Regression Test Suite (Core Features)

• Test Cases: TC_001-TC_020 (All)
• Execution Time: ~60 minutes
• Automation: 85% automated
• Trigger: Before each release

Performance Test Suite

• Focus Areas: Page load times, API responses, real-time calculations
• Baseline: <3 seconds page load, <500ms API response
• Test Cases: TC_001, TC_002, TC_008, TC_012, TC_016

Acceptance Criteria Coverage Mapping

Acceptance Criteria	Test Case(s)	Coverage Status
AC001 - Customer search by multiple parameters	TC_002	Complete
AC002 - Customer profile locking	TC_003	Complete
AC003 - Auto-determine request type	TC_004	Complete
AC004 - Prevent past date selection	TC_005	Complete
AC005 - Admin-configured time slots	TC_006	Complete
AC006 - Additional notes validation	TC_007	Complete
AC008 - SLA due date calculation	TC_008	Complete
AC009 - SLA status display	TC_009	Complete
AC010 - Status transition to In Progress	TC_010	Complete
AC011 - Button toggle functionality	TC_011	Complete
AC012 - Outstanding balance calculation	TC_012	Complete
AC013 - Security deposit application	TC_013	Complete
AC014 - VIP badge display	TC_014	Complete
AC015 - Meter number validation	TC_015	Complete
AC016 - Device number auto-population	TC_016	Complete
AC017 - Execute button enablement	TC_017	Complete
AC019 - Email notification trigger	TC_018	Complete
AC020 - Communication audit logging	TC_019	Complete
Communication Module Requirements	TC_020	Complete

Risk Assessment Summary

High Risk Areas:

• Financial calculations and settlements (TC_012, TC_013)
• Customer profile locking mechanism (TC_003)
• Meter validation against service accounts (TC_015)
• Disconnection execution controls (TC_017)

Medium Risk Areas:

• SLA monitoring and calculations (TC_008, TC_009)
• Communication integration (TC_018, TC_019, TC_020)
• Request status workflow (TC_010, TC_011)

Low Risk Areas:

• UI validation and display features (TC_005, TC_006, TC_007, TC_014)
• KPI dashboard display (TC_001)

Integration Dependencies

Critical External Systems:

• Billing System API (TC_012, TC_013)
• Asset Management API (TC_015, TC_016)
• Service Order Management (TC_017)
• Email/SMS Services (TC_018, TC_020)
• Customer Profile Management (TC_002, TC_003, TC_014)

Performance Monitoring Points:

• Dashboard KPI load time
• Customer search response time
• Financial calculation speed
• Real-time SLA status updates
• Communication delivery confirmation

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Summary

This comprehensive test suite covers all 20 acceptance criteria for the Disconnection Request Flow (V1-83) with detailed test cases designed to support BrowserStack's 17 test management reports. The test cases include:

• Complete AC Coverage: All acceptance criteria mapped to specific test cases
• Multiple Test Types: Functional, Integration, UI, Security, Performance, Business Logic
• Cross-Platform Support: Desktop and mobile browser compatibility
• Automation Strategy: 85% automation rate with clear automation priorities
• Risk-Based Prioritization: P1-Critical for core business functions
• Comprehensive Metadata: Enhanced tagging for advanced reporting and analytics
• Integration Focus: External system dependencies clearly identified
• Performance Benchmarks: Specific performance targets defined
• Audit Compliance: Logging and traceability requirements covered

The test suite is structured for efficient execution with clear smoke, regression, and performance test classifications, ensuring comprehensive coverage while maintaining practical execution timelines.