Reconnection Flow (CIS01US11)
Reconnection Flow - Comprehensive Test Cases
Test Suite Organization
Smoke Test Suite (P1 Critical)
- Customer search and verification
- Request creation basics
- Core navigation flows
Regression Test Suite (P1-P2)
- All business rules validation
- Integration points
- Status transitions
Full Test Suite (All Priorities)
- Complete feature coverage
- Edge cases and error scenarios
- Cross-browser validation
SECTION 1: CUSTOMER SEARCH & VERIFICATION
Test Case ID: CIS01US11_TC_001
Title: Verify CSR can search customers by Name and Account Number with matching results
Created By: Prachi
Created Date: June 20, 2025
Version: 1.0
Classification:
- Module/Feature: Reconnection Flow
- Test Type: Functional
- Test Level: System
- Priority: P1-Critical
- Execution Phase: Smoke
- Automation Status: Manual
Business Context:
- Customer_Segment: All
- Revenue_Impact: High
- Business_Priority: Must-Have
- Customer_Journey: Daily-Usage
- Compliance_Required: No
- SLA_Related: Yes
Quality Metrics:
- Risk_Level: High
- Complexity_Level: Medium
- Expected_Execution_Time: 2 minutes
- Reproducibility_Score: High
- Data_Sensitivity: High
- Failure_Impact: Critical
Coverage Tracking:
- Feature_Coverage: 15%
- Integration_Points: Services-CX, API, Happy path
- Code_Module_Mapped: CX-Backoffice
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting:
- Primary_Stakeholder: Engineering
- Report_Categories: Quality-Dashboard, Module-Coverage
- Trend_Tracking: Yes
- Executive_Visibility: Yes
- Customer_Impact_Level: High
Requirements Traceability:
Test Environment:
- Environment: Staging
- Browser/Version: Chrome 115+
- Device/OS: Windows 10/11
- Screen_Resolution: Desktop-1920x1080
- Dependencies: Customer database, User authentication service
- Performance_Baseline: < 3 seconds
- Data_Requirements: Active customer records
Prerequisites:
- Setup_Requirements: CSR user logged into system
- User_Roles_Permissions: CSR access level
- Test_Data: John Smith, Account ACC-10058624
- Prior_Test_Cases: None
Test Procedure:
Step | Action | Expected Result | Test Data | Comments |
|---|---|---|---|---|
1 | Navigate to Reconnection module | Reconnection page loads successfully | N/A | Page load < 3 seconds |
2 | Enter customer name in search field | Search field accepts input | "John Smith" | Text validation |
3 | Click "Search & Verify" button | System displays matching customer results | N/A | Results appear instantly |
4 | Verify customer details displayed | Customer profile shows: Name, Account Number, Address | Expected: John Smith, ACC-10058624 | All fields populated |
5 | Repeat search with Account Number | Same customer record appears | "ACC-10058624" | Consistent results |
Verification Points:
- Primary_Verification: Customer search returns accurate matching results
- Secondary_Verifications: Page performance, data accuracy, field validation
- Negative_Verification: No duplicate or incorrect records displayed
Test Case ID: CIS01US11_TC_002
Title: Verify system auto-populates customer data upon verification and locks profile
Created By: Prachi
Created Date: June 20, 2025
Version: 1.0
Classification:
- Module/Feature: Reconnection Flow
- Test Type: Functional
- Test Level: System
- Priority: P1-Critical
- Execution Phase: Smoke
- Automation Status: Manual
Quality Metrics
- Risk_Level: High
- Complexity_Level: Medium
- Expected_Execution_Time: 3 minutes
- Reproducibility_Score: High
- Data_Sensitivity: High
- Failure_Impact: Critical
Coverage Tracking
- Feature_Coverage: 20%
- Integration_Points: Services-CX, API, Customer-Database
- Code_Module_Mapped: CX-Backoffice
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting
- Primary_Stakeholder: Engineering
- Report_Categories: Quality-Dashboard, Module-Coverage, Data-Integration
- Trend_Tracking: Yes
- Executive_Visibility: Yes
- Customer_Impact_Level: High
Requirements Traceability
Test Environment
- Environment: Staging
- Browser/Version: Chrome 115+
- Device/OS: Windows 10/11
- Screen_Resolution: Desktop-1920x1080
- Dependencies: Customer database, Profile lock service, Auto-population API
- Performance_Baseline: < 2 seconds for data population
- Data_Requirements: Active customer records with complete profile data
Prerequisites
- Setup_Requirements: CSR user logged into system, customer database accessible
- User_Roles_Permissions: CSR access level
- Test_Data: John Smith, Account ACC-10058624, Address: 123 Main Street, Anytown, ST 12345, Phone: (555) 123-4567, Email: john.smith@email.com, Category: Residential, Status: Inactive
- Prior_Test_Cases: V1-84_TC_001 (Customer search must pass first)
Test Procedure:
Step | Action | Expected Result | Test Data | Comments |
|---|---|---|---|---|
1 | Search and verify customer John Smith | Customer found and selected | "John Smith" | From previous test |
2 | Verify auto-populated fields | All fields display: Name: John Smith, Account: ACC-10058624, Address: 123 Main Street, Phone: (555) 123-4567, Email: john.smith@email.com, Category: Residential | Expected values | Read-only fields |
3 | Attempt to edit customer name field | Field is locked/disabled | N/A | Profile protection |
4 | Verify customer status | Status shows "Inactive" triggering Reconnection Request type | Status: Inactive | Auto-determination |
5 | Check category and contact info accuracy | Category: Residential, Phone and Email correctly displayed | As per sample data | Data integrity |
Verification Points:
- Primary_Verification: All customer fields auto-populate with correct data and are locked
- Secondary_Verifications: Customer status triggers correct request type
- Negative_Verification: Customer profile cannot be modified during request creation
Test Case ID: V1-84_TC_003
Title: Verify request type auto-determination based on customer status Created By: Prachi
Created Date: June 20, 2025
Version: 1.0
Classification:
- Module/Feature: Reconnection Flow
- Test Type: Functional
- Test Level: System
- Priority: P1-Critical
- Execution Phase: Regression
- Automation Status: Manual
Requirements Traceability:
Test Procedure:
Step | Action | Expected Result | Test Data | Comments |
|---|---|---|---|---|
1 | Search customer with "Inactive" status | System finds customer | John Smith (Inactive) | Test data preparation |
2 | Verify request type selection | "Reconnection Request" radio button auto-selected | Auto-selected | Business rule validation |
3 | Search customer with "Active" status | System finds customer | Create test customer with Active status | Alternative scenario |
4 | Verify request type for Active customer | "Disconnection Request" radio button auto-selected | Auto-selected | Business rule validation |
5 | Confirm request type cannot be manually changed for Inactive customer | Reconnection remains selected, Disconnection disabled | N/A | Rule enforcement |
Verification Points:
- Primary_Verification: Request type automatically determined by customer status
- Secondary_Verifications: Correct radio button states, business rule enforcement
- Negative_Verification: Incorrect request type cannot be selected
SECTION 2: REQUEST DETAILS & BUSINESS RULES
Test Case ID: V1-84_TC_004
Title: Verify reconnection reasons display from configurable system settings Created By: Prachi
Created Date: June 20, 2025
Version: 1.0
Classification:
- Module/Feature: Reconnection Flow
- Test Type: Functional
- Test Level: System
- Priority: P2-High
- Execution Phase: Regression
- Automation Status: Manual
Requirements Traceability:
Test Procedure:
Step | Action | Expected Result | Test Data | Comments |
|---|---|---|---|---|
1 | Navigate to Request Details section | Section loads with reconnection reason dropdown | N/A | UI validation |
2 | Click "Reason for reconnection" dropdown | Dropdown displays available reasons from system settings | Expected: Payment Completed, Service restoration, etc. | Master data integration |
3 | Select "Payment Completed" reason | Reason selected and reason code auto-populated | Reason: Payment Completed, Code: RC-001 | Business rule validation |
4 | Verify reason is required field | Field marked as mandatory with asterisk (*) | Required field indicator | Form validation |
5 | Attempt to proceed without selecting reason | System prevents progression with validation message | Error message displayed | Negative testing |
Verification Points:
- Primary_Verification: Reconnection reasons populate from configurable settings master data
- Secondary_Verifications: Required field validation, reason code auto-population
- Negative_Verification: Cannot proceed without selecting reason
Test Case ID: V1-84_TC_005
Title: Verify preferred schedule date validation prevents past date selection Created By: Prachi
Created Date: June 20, 2025
Version: 1.0
Classification:
- Module/Feature: Reconnection Flow
- Test Type: Functional
- Test Level: System
- Priority: P1-Critical
- Execution Phase: Regression
- Automation Status: Manual
Requirements Traceability:
Test Procedure:
Step | Action | Expected Result | Test Data | Comments |
|---|---|---|---|---|
1 | Navigate to Preferred Schedule section | Date picker and time slot fields visible | N/A | UI validation |
2 | Click on date picker | Calendar opens with current date highlighted | Current date: June 20, 2025 | Date picker functionality |
3 | Attempt to select yesterday's date | Past dates are disabled/greyed out | June 19, 2025 | Business rule validation |
4 | Select today's date | Date is accepted and field populated | June 20, 2025 | Current date allowed |
5 | Select future date | Date is accepted and field populated | June 25, 2025 | Future date allowed |
6 | Verify date is mandatory field | Field marked as required | Date field required | Form validation |
Verification Points:
- Primary_Verification: System prevents selection of past dates
- Secondary_Verifications: Current and future dates allowed, field marked as mandatory
- Negative_Verification: Past dates cannot be selected
Test Case ID: V1-84_TC_006
Title: Verify time slots are admin-configurable and display in 2-hour blocks Created By: Prachi
Created Date: June 20, 2025
Version: 1.0
Classification:
- Module/Feature: Reconnection Flow
- Test Type: Functional
- Test Level: System
- Priority: P2-High
- Execution Phase: Regression
- Automation Status: Manual
Requirements Traceability:
Test Procedure:
Step | Action | Expected Result | Test Data | Comments |
|---|---|---|---|---|
1 | Select valid future date | Date selected successfully | June 25, 2025 | From previous test |
2 | Click time slot dropdown | Dropdown shows configurable time slots | Expected: 8:00-10:00 AM, 10:00-12:00 PM, etc. | Admin configuration |
3 | Verify time slot format | All slots display in 2-hour blocks | 2-hour increments | Configuration validation |
4 | Select "10:00 AM - 12:00 PM" slot | Time slot selected and saved | 10:00 AM - 12:00 PM | Selection functionality |
5 | Verify slots are business hours only | No slots outside normal business hours | 8 AM to 6 PM range | Business rule validation |
Verification Points:
- Primary_Verification: Time slots display in admin-configurable 2-hour blocks
- Secondary_Verifications: Slots within business hours, proper formatting
- Negative_Verification: No invalid time slots available
Test Case ID: V1-84_TC_007
Title: Verify additional notes field accepts text-only with 250 character limit Created By: Prachi
Created Date: June 20, 2025
Version: 1.0
Classification:
- Module/Feature: Reconnection Flow
- Test Type: Functional
- Test Level: System
- Priority: P3-Medium
- Execution Phase: Regression
- Automation Status: Manual
Requirements Traceability:
Test Procedure:
Step | Action | Expected Result | Test Data | Comments |
|---|---|---|---|---|
1 | Navigate to Additional Notes field | Text area visible and optional | N/A | Field visibility |
2 | Enter valid text | Text accepted and displayed | "Customer available all day for reconnection" | Text input validation |
3 | Enter exactly 250 characters | Text accepted without error | 250-character string | Boundary testing |
4 | Attempt to enter 251 characters | System prevents input or shows warning | 251-character string | Character limit validation |
5 | Try entering special characters/HTML | Only plain text accepted, HTML/scripts filtered | "<script>alert('test')</script>" | Security validation |
6 | Verify field is optional | Can proceed without notes | Leave field empty | Optional field validation |
Verification Points:
- Primary_Verification: Field accepts text-only input with 250 character maximum
- Secondary_Verifications: Optional field, character counter, HTML filtering
- Negative_Verification: Cannot exceed character limit or inject code
SECTION 3: REQUEST SUBMISSION & GENERATION
Test Case ID: V1-84_TC_008
Title: Verify request information auto-population and reason code mapping Created By: Prachi
Created Date: June 20, 2025
Version: 1.0
Classification:
- Module/Feature: Reconnection Flow
- Test Type: Functional
- Test Level: System
- Priority: P1-Critical
- Execution Phase: Regression
- Automation Status: Manual
Requirements Traceability:
Test Procedure:
Step | Action | Expected Result | Test Data | Comments |
|---|---|---|---|---|
1 | Complete request form with all details | All fields populated correctly | John Smith data set | Form completion |
2 | Navigate to Review & Submit section | Summary shows Request Type: "Reconnection" (auto-populated) | Request Type: Reconnection | Auto-population validation |
3 | Verify reason and reason code mapping | Reason: "Payment Completed", Reason Code: "RC-001" | From dropdown selection | Code mapping validation |
4 | Check priority assignment | Priority: "High" based on selected reason | Priority: High | Business rule validation |
5 | Verify required approval setting | Required Approval: "Yes" for payment-related reconnection | Required Approval: Yes | Business rule application |
Verification Points:
- Primary_Verification: Request information auto-populates correctly with proper reason code mapping
- Secondary_Verifications: Priority assignment, approval requirements, field accuracy
- Negative_Verification: No incorrect or missing auto-populated data
Test Case ID: V1-84_TC_009
Title: Verify SLA targets calculation with fixed thresholds Created By: Prachi
Created Date: June 20, 2025
Version: 1.0
Classification:
- Module/Feature: Reconnection Flow
- Test Type: Functional
- Test Level: System
- Priority: P1-Critical
- Execution Phase: Regression
- Automation Status: Manual
Requirements Traceability:
Test Procedure:
Step | Action | Expected Result | Test Data | Comments |
|---|---|---|---|---|
1 | Submit reconnection request | Request created with SLA targets | Complete request data | Request creation |
2 | Verify SLA Target thresholds | Acknowledgement: 2 hours, Response: 4 hours, Resolution: 24 hours | Fixed thresholds | SLA configuration |
3 | Check SLA status calculation | Initial status: "On track" | Status: On track | Real-time calculation |
4 | Verify SLA due date calculation | Due date calculated from creation time + resolution SLA | Creation time + 24 hours | Date calculation |
5 | Check time remaining calculation | Time remaining shows countdown to resolution deadline | Current time - resolution time | Time calculation |
Verification Points:
- Primary_Verification: SLA targets calculated with correct fixed thresholds
- Secondary_Verifications: Status calculation, due date accuracy, time remaining
- Negative_Verification: SLA calculations are consistent and accurate
Test Case ID: V1-84_TC_010
Title: Verify system-generated reconnection ID and customer notification Created By: Prachi
Created Date: June 20, 2025
Version: 1.0
Classification:
- Module/Feature: Reconnection Flow
- Test Type: Functional
- Test Level: System
- Priority: P1-Critical
- Execution Phase: Smoke
- Automation Status: Manual
Requirements Traceability:
Test Procedure:
Step | Action | Expected Result | Test Data | Comments |
|---|---|---|---|---|
1 | Complete request form with notification checked | Customer notification checkbox checked by default | Default: Checked | Default state validation |
2 | Submit reconnection request | System generates unique request ID (RCN-2024-XXXXXX format) | Auto-generated ID | ID generation |
3 | Verify request ID uniqueness | Each request gets unique sequential ID | Multiple requests | Uniqueness validation |
4 | Check email notification sent | System sends notification email to customer | john.smith@email.com | Notification functionality |
5 | Verify audit log entry | Notification logged with user ID and timestamp | Log entry created | Audit trail |
6 | Test unchecked notification | Submit request with notification unchecked - no email sent | Uncheck notification | Negative scenario |
Verification Points:
- Primary_Verification: System generates unique reconnection ID and handles notifications correctly
- Secondary_Verifications: Audit logging, email delivery, checkbox functionality
- Negative_Verification: No notification sent when checkbox unchecked
SECTION 4: REQUEST DETAIL VIEW & STATUS MANAGEMENT
Test Case ID: V1-84_TC_011
Title: Verify request detail view displays all required information with VIP badge Created By: Prachi
Created Date: June 20, 2025
Version: 1.0
Classification:
- Module/Feature: Reconnection Flow
- Test Type: UI
- Test Level: System
- Priority: P2-High
- Execution Phase: Regression
- Automation Status: Manual
Requirements Traceability:
Test Procedure:
Step | Action | Expected Result | Test Data | Comments |
|---|---|---|---|---|
1 | Open created reconnection request | Request detail view loads | RCN-2024-001234 | Navigation validation |
2 | Verify request header information | Shows: Reconnection ID, reason, creation date | ID: RCN-2024-001234, Reason: Service restoration | Header display |
3 | Check consumer name with VIP badge | "John Smith" displayed with VIP badge if applicable | Consumer: John Smith VIP | VIP status display |
4 | Verify account number below name | Account number: ACC-10058624 | Account: ACC-10058624 | Account display |
5 | Check priority and status display | Priority: High, Status: In-Progress | Priority and status visible | Status display |
6 | Verify SLA status and due date | SLA Status: "On track", Due: 2025-06-22, Time remaining: calculated | SLA information | SLA display |
Verification Points:
- Primary_Verification: Request detail view displays all required information correctly
- Secondary_Verifications: VIP badge display, SLA information accuracy, proper formatting
- Negative_Verification: No missing or incorrect information displayed
Test Case ID: V1-84_TC_012
Title: Verify acknowledgement button functionality and status transitions Created By: Prachi
Created Date: June 20, 2025
Version: 1.0
Classification:
- Module/Feature: Reconnection Flow
- Test Type: Functional
- Test Level: System
- Priority: P1-Critical
- Execution Phase: Regression
- Automation Status: Manual
Requirements Traceability:
Test Procedure:
Step | Action | Expected Result | Test Data | Comments |
|---|---|---|---|---|
1 | Open new request in "Pending" status | "Acknowledge Request" button visible | Status: Pending | Initial state |
2 | Click "Acknowledge Request" button | Status changes to "In-progress", button changes to "Put on hold" | Status: In-progress | Status transition |
3 | Click "Put on hold" button | Status changes to "On hold", button changes to "Resume" | Status: On hold | Hold functionality |
4 | Click "Resume" button | Status changes back to "In-progress", button returns to "Put on hold" | Status: In-progress | Resume functionality |
5 | Verify status lifecycle tracking | All status changes logged in timeline with timestamps | Timeline entries | Audit trail |
Verification Points:
- Primary_Verification: Acknowledgement button correctly transitions request status
- Secondary_Verifications: Button label changes, timeline logging, proper status flow
- Negative_Verification: Status cannot be changed to invalid states
Test Case ID: V1-84_TC_013
Title: Verify service information auto-fetching from linked service account Created By: Prachi
Created Date: June 20, 2025
Version: 1.0
Classification:
- Module/Feature: Reconnection Flow
- Test Type: Integration
- Test Level: System
- Priority: P1-Critical
- Execution Phase: Regression
- Automation Status: Manual
Requirements Traceability:
Test Procedure:
Step | Action | Expected Result | Test Data | Comments |
|---|---|---|---|---|
1 | Navigate to Details tab in request view | Service Information section displays | N/A | Tab navigation |
2 | Verify Electricity Service details | Meter Number: M-98765432, Device Number: M-98765432, Meter Type: Digital Smart Meter | Auto-fetched from service master | Data integration |
3 | Check current reading and date | Current Reading: 5824 kWh, Reading Date: 2025-05-15 | Last meter reading before request | Reading accuracy |
4 | Verify Water Service details | Meter Number: W-87654321, Device Number: W-87654321, Meter Type: Digital Water Meter | Auto-fetched from service master | Water service data |
5 | Check water reading information | Current Reading: 2,845 gallons, Reading Date: 2025-05-15 | Last water reading | Reading validation |
Verification Points:
- Primary_Verification: Service information auto-fetched correctly from linked service account
- Secondary_Verifications: All meter details accurate, reading dates correct
- Negative_Verification: No missing or incorrect service information
SECTION 5: PLAN SELECTION & MANAGEMENT
Test Case ID: V1-84_TC_014
Title: Verify plan search functionality by name and short name Created By: Prachi
Created Date: June 20, 2025
Version: 1.0
Classification:
- Module/Feature: Reconnection Flow
- Test Type: Functional
- Test Level: System
- Priority: P2-High
- Execution Phase: Regression
- Automation Status: Manual
Requirements Traceability:
Test Procedure:
Step | Action | Expected Result | Test Data | Comments |
|---|---|---|---|---|
1 | Navigate to Plan tab | Plan selection interface loads | N/A | Tab functionality |
2 | Enter plan name in search bar | Search field accepts input | "Standard Residential Plan" | Search functionality |
3 | Verify search results | Matching plans display based on search criteria | Plans filtered by name | Search accuracy |
4 | Search by short name | Plans filtered by short name | "STD-RES" | Short name search |
5 | Clear search and verify all plans | All available plans display when search cleared | All residential plans | Full plan display |
Verification Points:
- Primary_Verification: Plan search works correctly by both name and short name
- Secondary_Verifications: Search filtering accuracy, clear search functionality
- Negative_Verification: No irrelevant plans displayed in search results
Test Case ID: V1-84_TC_015
Title: Verify plans filter by customer category and sub-category Created By: Prachi
Created Date: June 20, 2025
Version: 1.0
Classification:
- Module/Feature: Reconnection Flow
- Test Type: Functional
- Test Level: System
- Priority: P1-Critical
- Execution Phase: Regression
- Automation Status: Manual
Requirements Traceability:
Test Procedure:
Step | Action | Expected Result | Test Data | Comments |
|---|---|---|---|---|
1 | Access Plan tab for residential customer | Plans filtered automatically | Customer Category: Residential | Auto-filtering |
2 | Verify only residential plans display | Plans shown: Basic, Standard, Premium (residential plans) | Residential plan types | Category filtering |
3 | Check plan details for Basic plan | Basic plan: Water Supply (Fixed), Waste Water (Variable), Monthly billing | Plan specifications | Plan information |
4 | Verify Standard plan details | Standard plan: Water Supply (Fixed), Waste Water (Variable), Water Quality Testing (Quarterly) | Standard plan specs | Plan details |
5 | Confirm commercial plans not visible | Commercial and Industrial plans filtered out | No commercial plans shown | Category restriction |
Verification Points:
- Primary_Verification: Plans correctly filtered by customer category and sub-category
- Secondary_Verifications: Correct plan details displayed, proper categorization
- Negative_Verification: Plans from other categories not visible