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

CIS01US11_TC_001- Verify CSR can search customers by Name and Account Number with matching results

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

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

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:

Related_Requirements: AC-001, AC-002
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_002, V1-84_TC_003

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

CIS01US11_TC_002-Verify system auto-populates customer data upon verification and locks profile

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

Related_Requirements: AC-002, AC-003
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_001, V1-84_TC_003

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

CIS01US11_TC_003-Verify request type auto-determination based on customer status

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

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

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: 3 minutes
Reproducibility_Score: High
Data_Sensitivity: Medium
Failure_Impact: Critical

Coverage Tracking:

Feature_Coverage: 20%
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, Business-Logic
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability:

Related_Requirements: AC-004
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_001, V1-84_TC_002

Test Environment:

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Customer database, Status management service
Performance_Baseline: < 2 seconds
Data_Requirements: Customers with different status values

Prerequisites:

Setup_Requirements: CSR user logged in, multiple customer records with different statuses
User_Roles_Permissions: CSR access level
Test_Data: John Smith (Inactive), Maria Garcia (Active)
Prior_Test_Cases: V1-84_TC_001, V1-84_TC_002

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

CIS01US11_TC_004-Verify reconnection reasons display from configurable system settings

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

Enhanced Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Product, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-Point, 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: Low
Expected_Execution_Time: 2 minutes
Reproducibility_Score: High
Data_Sensitivity: Low
Failure_Impact: Medium

Coverage Tracking:

Feature_Coverage: 25%
Integration_Points: Services-CX, API, Master-Data
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting:

Primary_Stakeholder: Product
Report_Categories: Quality-Dashboard, Configuration-Management
Trend_Tracking: No
Executive_Visibility: No
Customer_Impact_Level: Medium

Requirements Traceability:

Related_Requirements: AC-005
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_003, V1-84_TC_005

Test Environment:

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Master data service, Configuration database
Performance_Baseline: < 2 seconds
Data_Requirements: Configured reconnection reasons in system settings

Prerequisites:

Setup_Requirements: Reconnection reasons configured in system settings
User_Roles_Permissions: CSR access level
Test_Data: Configured reasons: Payment Completed (RC-001), Service restoration (RC-002), New construction (RC-003), Customer request (RC-004)
Prior_Test_Cases: V1-84_TC_003

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

CIS01US11_TC_005- Verify preferred schedule date validation prevents past date selection

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

Enhanced Tags: MOD-CX-Backoffice, P1-Critical, Phase-Regression, Type-Functional, Platform-Web, Report-Engineering, Customer-All, Risk-High, Business-High, Revenue-Impact-Medium, Integration-Point, 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: High
Complexity_Level: Medium
Expected_Execution_Time: 3 minutes
Reproducibility_Score: High
Data_Sensitivity: Low
Failure_Impact: High

Coverage Tracking:

Feature_Coverage: 30%
Integration_Points: Services-CX, API, Date-Validation
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting:

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Business-Rules, Input-Validation
Trend_Tracking: Yes
Executive_Visibility: No
Customer_Impact_Level: High

Requirements Traceability:

Related_Requirements: AC-006
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_004, V1-84_TC_006

Test Environment:

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Date validation service, Calendar component
Performance_Baseline: < 1 second for date picker
Data_Requirements: System current date reference

Prerequisites:

Setup_Requirements: Browser date/time synchronized, date picker component functional
User_Roles_Permissions: CSR access level
Test_Data: Current date: June 20, 2025, Past date: June 19, 2025, Future date: June 25, 2025
Prior_Test_Cases: V1-84_TC_004

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

CIS01US11_TC_006-Verify time slots are admin-configurable and display in 2-hour blocks

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

Enhanced Tags

Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Product, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Low, Integration-Point, HappyPath

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

Coverage Tracking

Feature_Coverage: 35%
Integration_Points: Services-CX, API, Configuration-Management
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Product
Report_Categories: Quality-Dashboard, Configuration-Management, UI-Components
Trend_Tracking: No
Executive_Visibility: No
Customer_Impact_Level: Medium

Requirements Traceability

Related_Requirements: AC-007
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_005, V1-84_TC_007

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Configuration service, Admin settings database, Time slot management
Performance_Baseline: < 1 second for dropdown population
Data_Requirements: Admin-configured time slots in 2-hour blocks

Prerequisites

Setup_Requirements: Admin has configured time slots in system settings
User_Roles_Permissions: CSR access level
Test_Data: Valid future date selected (June 25, 2025), Configured time slots: 8:00-10:00 AM, 10:00-12:00 PM, 12:00-2:00 PM, 2:00-4:00 PM, 4:00-6:00 PM
Prior_Test_Cases: V1-84_TC_005 (Date selection must pass first)

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Select valid future date from previous test	Date selected successfully and time slot dropdown becomes enabled	June 25, 2025	From V1-84_TC_005
2	Click on "Select time slot" dropdown	Dropdown opens showing admin-configured time slots	Time slot dropdown activated	Dropdown functionality
3	Verify all time slots display in 2-hour blocks	All slots show exactly 2-hour durations	Expected: 8:00-10:00 AM, 10:00-12:00 PM, 12:00-2:00 PM, 2:00-4:00 PM, 4:00-6:00 PM	Time block validation
4	Verify time slot format consistency	All slots follow same format (HH:MM-HH:MM AM/PM)	Consistent format across all slots	Format standardization
5	Check time slots are within business hours only	No slots appear outside 8 AM to 6 PM range	Business hours: 8 AM - 6 PM only	Business hours restriction
6	Verify time slots are sequential without gaps	Time slots are consecutive with no missing hours	8-10, 10-12, 12-2, 2-4, 4-6 (no gaps)	Sequential validation
7	Select "10:00 AM - 12:00 PM" time slot	Time slot selected and dropdown closes with selection displayed	Selected: 10:00 AM - 12:00 PM	Selection functionality
8	Verify selected time slot persists	Selected time shows in field after dropdown closes	10:00 AM - 12:00 PM remains selected	Selection persistence
9	Reopen dropdown to verify selection	Previously selected slot is highlighted/marked	10:00 AM - 12:00 PM highlighted	Selection indication
10	Test keyboard navigation in dropdown	Arrow keys navigate through time slots, Enter selects	Keyboard navigation functional	Accessibility testing
11	Verify no invalid time combinations appear	No slots like 9:00-10:30 AM or 1:15-3:15 PM	Only 2-hour blocks from even hours	Invalid slot prevention
12	Test different date selection impact	Change date and verify same time slots available	Same time slots for any date	Date independence

Verification Points

Primary_Verification: Time slots display in admin-configurable 2-hour blocks within business hours
Secondary_Verifications:
- Consistent formatting across all time slots
- Sequential time blocks without gaps
- Keyboard accessibility for dropdown navigation
- Selection persistence and visual feedback
Negative_Verification:
- No time slots outside business hours (before 8 AM or after 6 PM)
- No invalid time combinations or non-2-hour blocks
- No missing or overlapping time slots

CIS01US11_TC_007-Verify additional notes field accepts text-only with 250 character limit

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

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P3-Medium, Phase-Regression, Type-Functional, Platform-Web, Report-QA, Customer-All, Risk-Low, Business-Medium, Revenue-Impact-Low, Integration-Point, HappyPath

Business Context

Customer_Segment: All
Revenue_Impact: Low
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: 3 minutes
Reproducibility_Score: High
Data_Sensitivity: Low
Failure_Impact: Low

Coverage Tracking

Feature_Coverage: 40%
Integration_Points: Services-CX, Input-Validation, Security-Filtering
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: QA
Report_Categories: Quality-Dashboard, Input-Validation, Security-Testing
Trend_Tracking: No
Executive_Visibility: No
Customer_Impact_Level: Low

Requirements Traceability

Related_Requirements: AC-008
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_006, V1-84_TC_008

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Input validation service, XSS protection, Character counting
Performance_Baseline: < 500ms for input validation
Data_Requirements: Text input validation rules configured

Prerequisites

Setup_Requirements: Form validation enabled, XSS protection active
User_Roles_Permissions: CSR access level
Test_Data: Valid text: "Customer available all day for reconnection", 250-character string: "This is a test note that contains exactly two hundred and fifty characters to validate the maximum character limit for the additional notes field in the reconnection request form. This ensures proper input validation.", 251-character string: "This is a test note that contains exactly two hundred and fifty-one characters to validate the maximum character limit for the additional notes field in the reconnection request form. This ensures proper input validation works.", HTML/Script: "<script>alert('XSS test')</script>", Special characters: "Customer @ 123 Main St. (needs urgent reconnection) - priority!"
Prior_Test_Cases: V1-84_TC_006

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Navigate to Additional Notes field	Text area visible, optional field (no asterisk)	N/A	Field visibility check
2	Verify field placeholder text	Placeholder shows guidance text	"Add special instructions or important information..."	User guidance
3	Enter valid descriptive text	Text accepted and displayed correctly	"Customer available all day for reconnection"	Standard text input
4	Check character counter display	Counter shows current character count	"45/250 characters"	Character counting
5	Enter text approaching limit (240 chars)	Text accepted, counter updates	240-character string	Near-limit testing
6	Enter exactly 250 characters	Text accepted without error, counter shows 250/250	250-character test string	Boundary testing
7	Attempt to enter 251st character	System prevents input OR shows warning	Try typing additional character	Character limit enforcement
8	Test copy/paste of 300-character text	System truncates to 250 or shows validation error	300-character string via paste	Paste limit validation
9	Enter HTML tags	HTML tags are filtered out or escaped	"<script>alert('XSS test')</script>"	Security validation
10	Enter JavaScript code	Code is filtered out or escaped	"javascript:alert('test')"	XSS prevention
11	Test special characters and symbols	Special characters accepted as plain text	"Customer @ 123 Main St. (needs urgent reconnection) - priority!"	Special character handling
12	Enter line breaks and formatting	Line breaks preserved, no rich formatting	Multi-line text with \n	Text formatting
13	Clear field completely	Field accepts empty state (optional)	Clear all text	Optional field validation
14	Test field with only spaces	Spaces are trimmed or validated	" " (only spaces)	Whitespace handling
15	Proceed with empty notes field	Form submission allowed (field is optional)	No notes entered	Optional field behavior

Verification Points

Primary_Verification: Field accepts text-only input with 250 character maximum and proper security filtering
Secondary_Verifications:
- Character counter displays correctly
- HTML/JavaScript filtered for security
- Field is truly optional for form submission
- Special characters handled appropriately
- Line breaks and whitespace managed properly
Negative_Verification:
- Cannot exceed 250 character limit
- Cannot inject malicious code
- No rich text formatting accepted

CIS01US11_TC_008-Verify request information auto-population and reason code mapping

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

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P1-Critical, Phase-Regression, Type-Functional, Platform-Web, Report-Engineering, Customer-All, Risk-High, Business-Critical, Revenue-Impact-High, Integration-Point, 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: High
Complexity_Level: High
Expected_Execution_Time: 4 minutes
Reproducibility_Score: High
Data_Sensitivity: Medium
Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 50%
Integration_Points: Services-CX, API, Business-Rules, Master-Data
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Business-Logic, Data-Integration
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-009, AC-010, AC-011
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_007, V1-84_TC_009

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Business rules engine, Master data service, Reason code mapping
Performance_Baseline: < 2 seconds for auto-population
Data_Requirements: Complete reason code mappings, priority rules configured

Prerequisites

Setup_Requirements: Business rules configured, reason code mappings active
User_Roles_Permissions: CSR access level
Test_Data: Complete request form data: John Smith, Reconnection type, Payment Completed reason (RC-001), June 25 date, 10:00-12:00 PM slot, Customer notes
Prior_Test_Cases: V1-84_TC_007 (Form completion required)

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Complete all required form fields	All mandatory fields populated successfully	John Smith, Payment Completed, June 25, 10:00-12:00 PM	Form completion
2	Navigate to Review & Submit section	Summary section displays with auto-populated information	Click Review & Submit	Section navigation
3	Verify Request Type auto-population	Request Type shows "Reconnection" (from module initiation)	Request Type: Reconnection	Auto-population validation
4	Check Reason auto-population	Reason displays selected value correctly	Reason: Payment Completed	Reason mapping
5	Verify Reason Code auto-mapping	Reason Code automatically mapped from selected reason	Reason Code: RC-001	Code mapping validation
6	Check Priority auto-assignment	Priority assigned based on reason's configured priority	Priority: High (for Payment Completed)	Priority business rule
7	Verify Description auto-generation	Description auto-populated from reason configuration	Description: "Non-payment disconnection request due to outstanding balance..."	Description mapping
8	Check Required Approval auto-setting	Required Approval set based on business rules	Required Approval: Yes (for payment-related)	Approval rule validation
9	Verify Preferred Date/Time display	Selected schedule information displayed correctly	Preferred Date: 2025-06-25, Time: 10:00 AM - 12:00 PM	Schedule display
10	Check customer information accuracy	All customer data displays correctly in summary	Customer: John Smith, Account: ACC-10058624, etc.	Customer data accuracy
11	Verify all fields are read-only in summary	Summary fields cannot be edited directly	All fields locked in summary	Read-only validation
12	Test different reason selection impact	Change reason and verify code/priority updates	Select "Service restoration" → Code: RC-002, Priority: Medium	Dynamic mapping
13	Verify additional notes inclusion	Optional notes appear in summary if provided	Customer notes displayed	Notes inclusion
14	Check data consistency across sections	Information matches between form and summary	Cross-section validation	Data consistency

Verification Points

Primary_Verification: Request information auto-populates correctly with proper reason code mapping and business rule application
Secondary_Verifications:
- Priority assignment follows business rules
- Required approval setting based on reason type
- Description auto-generation from reason configuration
- Data consistency between form sections
Negative_Verification:
- No incorrect or missing auto-populated data
- Summary fields cannot be directly edited
- Reason code mappings are always accurate

CIS01US11_TC_008-Verify SLA targets calculation with fixed thresholds

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

Enhanced Tags for 17 Reports Support

Business Context

Customer_Segment: All
Revenue_Impact: High
Business_Priority: Must-Have
Customer_Journey: Support
Compliance_Required: Yes
SLA_Related: Yes

Quality Metrics

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

Coverage Tracking

Feature_Coverage: 60%
Integration_Points: Services-CX, API, SLA-Engine, Time-Calculation
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, SLA-Monitoring, Performance-Metrics
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-012, AC-013
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_008, V1-84_TC_010

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: SLA calculation engine, Time service, Business rules
Performance_Baseline: < 1 second for SLA calculations
Data_Requirements: SLA configuration: Acknowledgement: 2 hours, Response: 4 hours, Resolution: 24 hours

Prerequisites

Setup_Requirements: SLA thresholds configured in system settings
User_Roles_Permissions: CSR access level
Test_Data: Complete request ready for submission, Current time for calculation baseline
Prior_Test_Cases: V1-84_TC_008 (Request preparation required)

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Submit completed reconnection request	Request created successfully with timestamp	Complete request submission	Request creation
2	Navigate to request detail view	Request detail page loads with SLA information	Created request ID	Detail view access
3	Verify SLA Target - Acknowledgement	Acknowledgement target shows 2 hours	SLA Target - Acknowledgement: 2 hours	Fixed threshold validation
4	Verify SLA Target - Response	Response target shows 4 hours	SLA Target - Response: 4 hours	Fixed threshold validation
5	Verify SLA Target - Resolution	Resolution target shows 24 hours	SLA Target - Resolution: 24 hours	Fixed threshold validation
6	Check initial SLA status	SLA status shows "On track" for new request	SLA Status: On Track	Initial status validation
7	Verify SLA due date calculation	Due date = creation time + 24 hours (resolution SLA)	Due Date: [Creation time + 24 hours]	Date calculation
8	Check time remaining calculation	Time remaining = due date - current time	Time Remaining: [Calculated hours:minutes]	Time calculation
9	Verify SLA Achieved - Acknowledgement	Shows actual time when acknowledged (if applicable)	SLA Achieved - Acknowledgement: [Actual time]	Achievement tracking
10	Check SLA calculations precision	All times displayed with appropriate precision (hours.minutes)	Precision: 2 decimal places	Precision validation
11	Verify real-time updates	Time remaining decreases as time passes	Time updates in real-time	Real-time calculation
12	Test SLA breach scenario	Simulate time passage beyond SLA threshold	SLA Status changes to "Breached"	Breach detection
13	Verify SLA status color coding	Status has appropriate visual indicators (green/red)	Color coding: Green=On track, Red=Breached	Visual feedback
14	Check SLA calculations consistency	Same calculations across different views	Consistent SLA data	Consistency validation

Verification Points

Primary_Verification: SLA targets calculated with correct fixed thresholds (2h, 4h, 24h) and status determined accurately
Secondary_Verifications:
- Due date calculation accuracy
- Time remaining updates in real-time
- SLA breach detection works correctly
- Visual indicators provide clear status feedback
Negative_Verification:
- SLA calculations are never incorrect or inconsistent
- Time calculations don't have rounding errors
- Status changes occur at precise threshold moments

CIS01US11_TC_010-Verify system-generated reconnection ID and customer notification

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

Enhanced Tags for 17 Reports Support

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

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: Medium
Expected_Execution_Time: 4 minutes
Reproducibility_Score: High
Data_Sensitivity: High
Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 65%
Integration_Points: Services-CX, API, Notification-Service, Audit-System
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Communication-Testing, Audit-Compliance
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-014, AC-015
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_009, V1-84_TC_011

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: ID generation service, Email notification service, Audit logging system
Performance_Baseline: < 3 seconds for request submission and notification
Data_Requirements: Email service configured, audit system active

Prerequisites

Setup_Requirements: Email service functional, audit logging enabled, ID generation service active
User_Roles_Permissions: CSR access level
Test_Data: Complete request form with john.smith@email.com, notification checkbox scenarios
Prior_Test_Cases: V1-84_TC_009 (SLA setup required)

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Verify customer notification checkbox default state	Checkbox is checked by default	Customer notification: ✓ Checked	Default state validation
2	Complete request form with notification checked	All form fields populated correctly	Complete John Smith data with notification enabled	Form completion
3	Submit reconnection request	Request submitted successfully	Click Submit button	Request submission
4	Verify system-generated reconnection ID	Unique ID generated in format RCN-YYYY-XXXXXX	Request ID: RCN-2025-001234 (auto-generated)	ID generation validation
5	Check ID uniqueness	Each request gets sequential, unique ID	Multiple requests have different IDs	Uniqueness validation
6	Verify ID format consistency	All IDs follow same format pattern	Format: RCN-YYYY-XXXXXX	Format standardization
7	Confirm email notification sent	System sends notification to customer email	Email sent to: john.smith@email.com	Notification delivery
8	Check email content accuracy	Email contains correct request details and ID	Email includes: Request ID, customer name, next steps	Email content validation
9	Verify audit log entry for notification	Notification logged with user ID and timestamp	Audit log: "Email sent to john.smith@email.com by [UserID] at [Timestamp]"	Audit logging
10	Test unchecked notification scenario	Uncheck notification and submit request	Customer notification: ☐ Unchecked	Negative scenario setup
11	Submit request without notification	Request created but no email sent	No email notification sent	Conditional notification
12	Verify no audit log for unchecked notification	No notification entry in audit log	No email audit entry created	Conditional audit logging
13	Check receipt generation	System generates printable/downloadable receipt	Receipt with all request details	Receipt creation
14	Verify receipt contains request ID	Receipt includes generated reconnection ID	Receipt shows: RCN-2025-001234	Receipt ID inclusion
15	Test "Add another Reconnection request" option	Option available after successful submission	"Add another request" button visible	Continuation workflow

Verification Points

Primary_Verification: System generates unique reconnection ID and handles customer notifications correctly based on checkbox state
Secondary_Verifications:
- ID format consistency and uniqueness
- Email content accuracy and delivery
- Conditional notification based on checkbox
- Audit trail logging for compliance
- Receipt generation with complete information
Negative_Verification:
- No notification sent when checkbox unchecked
- No duplicate IDs generated
- No audit entries for unsent notifications

CIS01US11_TC_011-Verify request detail view displays all required information with VIP badge

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

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-UI, Platform-Web, Report-Product, Customer-VIP, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-Point, HappyPath

Business Context

Customer_Segment: VIP/All
Revenue_Impact: Medium
Business_Priority: Must-Have
Customer_Journey: Support
Compliance_Required: No
SLA_Related: Yes

Quality Metrics

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

Coverage Tracking

Feature_Coverage: 70%
Integration_Points: Services-CX, API, UI-Components, VIP-Management
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Product
Report_Categories: Quality-Dashboard, UI-Components, VIP-Experience
Trend_Tracking: Yes
Executive_Visibility: No
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-016, AC-017
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_010, V1-84_TC_012

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: VIP management service, UI component library, SLA calculation service
Performance_Baseline: < 2 seconds for detail view load
Data_Requirements: VIP customer data, created reconnection request

Prerequisites

Setup_Requirements: Request created with VIP customer, VIP status configured
User_Roles_Permissions: CSR access level
Test_Data: John Smith VIP (if applicable), Request ID: RCN-2025-001234, Account: ACC-10058624, Priority: High, Status: In-Progress, SLA due date calculated
Prior_Test_Cases: V1-84_TC_010 (Request creation required)

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Navigate to created reconnection request	Request detail view loads successfully	RCN-2025-001234	Detail view access
2	Verify request header information display	Header shows: Reconnection ID, reason, creation date	ID: RCN-2025-001234, Reason: Payment Completed, Created: 2025-06-20	Header validation
3	Check consumer name with VIP badge (if VIP)	Customer name displayed with VIP badge if applicable	"John Smith" with VIP badge	VIP identification
4	Verify account number display below name	Account number clearly visible under customer name	Account Number: ACC-10058624	Account display
5	Check priority and status display	Priority and status prominently shown	Priority: High, Status: In-Progress	Status display
6	Verify SLA status display	SLA status shows current state with visual indicator	SLA Status: "On Track" (green)	SLA visualization
7	Check SLA due date accuracy	Due date calculated and displayed correctly	SLA Due Date: 2025-06-21 09:30 AM	Due date validation
8	Verify time remaining calculation	Time remaining shows countdown to deadline	Time Remaining: 18 hours 45 minutes	Time calculation
9	Check request details card information	Request details show: ID, created on/by, last updated on/by	All timestamp and user information	Detail completeness
10	Verify customer information section	Phone, email, category, addresses displayed	Phone: (555) 123-4567, Email: john.smith@email.com	Customer info accuracy
11	Check Quick Actions panel	All quick action buttons visible and enabled	Send Response, Create Service Order, Add Note, Reconnect & Activate, Close Request	Action availability
12	Verify layout responsiveness	Page layout adjusts properly to different screen sizes	Test at 1024x768, 1920x1080	Responsive design
13	Check data refresh capability	Information updates when page refreshed	Real-time data accuracy	Data consistency

Verification Points

Primary_Verification: Request detail view displays all required information correctly with proper VIP badge handling
Secondary_Verifications:
- SLA information accuracy and visual indicators
- Customer information completeness
- Quick actions availability and functionality
- Responsive layout design
Negative_Verification:
- No missing or incorrect information displayed
- VIP badge only shows for actual VIP customers
- Non-functional buttons or broken layouts

CIS01US11_TC_012-Verify acknowledgement button functionality and status transitions

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

Enhanced Tags for 17 Reports Support

Business Context

Customer_Segment: All
Revenue_Impact: High
Business_Priority: Must-Have
Customer_Journey: Support
Compliance_Required: Yes
SLA_Related: Yes

Quality Metrics

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

Coverage Tracking

Feature_Coverage: 75%
Integration_Points: Services-CX, API, Status-Management, Timeline-Service
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Status-Management, Workflow-Control
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-018
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_011, V1-84_TC_013

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Status management service, Timeline service, Workflow engine
Performance_Baseline: < 1 second for status updates
Data_Requirements: Request in "Pending" status for testing

Prerequisites

Setup_Requirements: New request in "Pending" status available
User_Roles_Permissions: CSR with acknowledgement permissions
Test_Data: Request ID: RCN-2025-001235, Initial Status: Pending, User: CSR001
Prior_Test_Cases: V1-84_TC_011

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Open request in "Pending" status	Request detail view loads with "Acknowledge Request" button	Status: Pending, Button: "Acknowledge Request"	Initial state validation
2	Verify button state and styling	Button is enabled, properly styled, and clickable	Green "Acknowledge Request" button	Button validation
3	Click "Acknowledge Request" button	Status changes to "In-progress", button changes to "Put on hold"	Status: In-progress, Button: "Put on hold"	Primary status transition
4	Verify status update in header	Status display updates immediately	Status indicator shows: In-progress	UI update validation
5	Check SLA achievement timestamp	Acknowledgement time recorded in SLA section	SLA Achieved - Acknowledgement: [Current timestamp]	SLA tracking
6	Click "Put on hold" button	Status changes to "On hold", button changes to "Resume"	Status: On hold, Button: "Resume"	Hold functionality
7	Verify hold status implications	SLA timer paused or adjusted for hold period	SLA calculations account for hold time	Hold impact validation
8	Click "Resume" button	Status changes back to "In-progress", button returns to "Put on hold"	Status: In-progress, Button: "Put on hold"	Resume functionality
9	Verify timeline logging	All status changes logged in timeline with timestamps	Timeline entries for each status change	Audit trail validation
10	Check user attribution in timeline	Status changes show correct user who performed action	Timeline shows: "Acknowledged by CSR001"	User tracking
11	Test rapid button clicking	Multiple rapid clicks don't cause duplicate status changes	Single status change per click	Click handling
12	Verify status persistence	Status remains after page refresh	Status maintained across sessions	Persistence validation
13	Check notification triggers	Status changes trigger appropriate notifications	Internal notifications sent	Notification system

Verification Points

Primary_Verification: Acknowledgement button correctly transitions request status through proper sequence
Secondary_Verifications:
- Button labels change appropriately with status
- Timeline logging with user attribution
- SLA tracking updates with acknowledgement
- Status persistence across page refreshes
Negative_Verification:
- Cannot skip status steps or make invalid transitions
- Multiple rapid clicks don't cause issues
- Hold status properly pauses SLA calculations

CIS01US11_TC_013-Verify service information auto-fetching from linked service account

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

Enhanced Tags for 17 Reports Support

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

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: 3 minutes
Reproducibility_Score: High
Data_Sensitivity: High
Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 80%
Integration_Points: Services-CX, API, Service-Master, Meter-Management
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Data-Integration, Service-Management
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-019, AC-020
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_012, V1-84_TC_014

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Service master database, Meter management system, Customer account integration
Performance_Baseline: < 2 seconds for service data retrieval
Data_Requirements: Complete service records for customer account

Prerequisites

Setup_Requirements: Customer has active service accounts with meter information
User_Roles_Permissions: CSR access level
Test_Data: John Smith account with Electricity (Meter: M-98765432, Type: Digital Smart Meter, Reading: 5824 kWh, Date: 2025-05-15) and Water (Meter: W-87654321, Type: Digital Water Meter, Reading: 2,845 gallons, Date: 2025-05-15)
Prior_Test_Cases: V1-84_TC_012

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Navigate to Details tab in request view	Details tab loads with service information section	Details tab active	Tab navigation
2	Verify Service Information section visibility	Section displays with "Electricity Service" and "Water Service" subsections	Service sections visible	Section display
3	Check Electricity Service auto-fetched data	Meter Number: M-98765432, Device Number: M-98765432, Meter Type: Digital Smart Meter	Auto-fetched from service master	Electricity data validation
4	Verify electricity current reading and date	Current Reading: 5824 kWh, Reading Date: 2025-05-15	Last meter reading before request date	Reading accuracy
5	Check Water Service auto-fetched data	Meter Number: W-87654321, Device Number: W-87654321, Meter Type: Digital Water Meter	Auto-fetched from service master	Water data validation
6	Verify water current reading and date	Current Reading: 2,845 gallons, Reading Date: 2025-05-15	Last water reading before request	Reading validation
7	Confirm all fields are read-only	Service information cannot be edited in details view	All fields locked	Read-only validation
8	Verify meter type accuracy	Meter types match actual installed equipment	Correct meter specifications	Type validation
9	Check data source integration	Information pulls from correct linked service account	Data from customer's service account	Integration validation
10	Test with customer having no meters	System handles customers without meter assignments	Graceful handling of missing data	Edge case testing
11	Verify reading date logic	Shows most recent reading before request creation date	Reading date < request creation date	Date logic validation
12	Check multiple utility service handling	Both electricity and water services display correctly	Multiple services handled	Multi-service validation

Verification Points

Primary_Verification: Service information auto-fetches correctly from linked service account with accurate meter and reading data
Secondary_Verifications:
- All meter details accurate and current
- Reading dates are most recent before request
- Multiple utility services handled properly
- Data integration works seamlessly
Negative_Verification:
- No missing or incorrect service information
- Graceful handling of customers without meters
- No editable fields in read-only view

CIS01US11_TC_014-Verify plan search functionality by name and short name

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

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Product, Customer-All, Risk-Medium, Business-High, Revenue-Impact-High, Integration-Point, HappyPath

Business Context

Customer_Segment: All
Revenue_Impact: High
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: Medium

Coverage Tracking

Feature_Coverage: 85%
Integration_Points: Services-CX, API, Plan-Management, Search-Engine
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Product
Report_Categories: Quality-Dashboard, Search-Functionality, Plan-Management
Trend_Tracking: No
Executive_Visibility: No
Customer_Impact_Level: Medium

Requirements Traceability

Related_Requirements: AC-021
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_013, V1-84_TC_015

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Plan database, Search service, Customer categorization
Performance_Baseline: < 1 second for search results
Data_Requirements: Multiple plans configured with names and short names

Prerequisites

Setup_Requirements: Plans configured in system: Standard Residential Plan (STD-RES-001), Budget Billing Plan (BUD-RES-002), Time-of-Use Plan (TOU-RES-003)
User_Roles_Permissions: CSR access level
Test_Data: Plan names: "Standard Residential Plan", "Budget Billing Plan", "Time-of-Use Plan", Short names: "STD-RES", "BUD-RES", "TOU-RES"
Prior_Test_Cases: V1-84_TC_013

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Navigate to Plan tab	Plan selection interface loads with search functionality	Plan tab active	Tab navigation
2	Verify search bar visibility	Search bar visible with placeholder text	"Search for plans..." placeholder	Search UI validation
3	Enter full plan name in search	Search field accepts input and shows suggestions	"Standard Residential Plan"	Full name search
4	Verify search results accuracy	Matching plans display based on search criteria	Standard Residential Plan appears	Search accuracy
5	Clear search and enter partial name	Partial matches work correctly	"Standard"	Partial search validation
6	Search by short name	Plans found using short name criteria	"STD-RES"	Short name search
7	Test case-insensitive search	Search works regardless of case	"standard residential" (lowercase)	Case sensitivity test
8	Enter invalid/non-existent plan name	No results shown with appropriate message	"NonExistent Plan"	No results handling
9	Clear search field	All available plans display when search cleared	Empty search field	Clear search functionality
10	Test search with special characters	Search handles special characters properly	"Time-of-Use" (with hyphen)	Special character handling
11	Verify search performance	Search results appear quickly	Search results < 1 second	Performance validation
12	Test search with multiple words	Multi-word search works correctly	"Budget Billing"	Multi-word search

Verification Points

Primary_Verification: Plan search works correctly by both full name and short name with accurate filtering
Secondary_Verifications:
- Case-insensitive search functionality
- Partial name matching works
- Clear search returns all plans
- Performance meets requirements
Negative_Verification:
- No results for invalid searches with appropriate messaging
- No irrelevant plans in search results
- Search doesn't break with special characters

CIS01US11_TC_015-Verify plans filter by customer category and sub-category

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

Enhanced Tags

Tags: MOD-CX-Backoffice, P1-Critical, Phase-Regression, Type-Functional, Platform-Web, Report-Engineering, Customer-Residential, Risk-High, Business-Critical, Revenue-Impact-High, Integration-Point, HappyPath

Business Context

Customer_Segment: Residential
Revenue_Impact: High
Business_Priority: Must-Have
Customer_Journey: Daily-Usage
Compliance_Required: No
SLA_Related: No

Quality Metrics

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

Coverage Tracking

Feature_Coverage: 90%
Integration_Points: Services-CX, API, Plan-Management, Customer-Categorization
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Business-Logic, Plan-Management
Trend_Tracking: Yes
Executive_Visibility: No
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-022
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_014, V1-84_TC_016

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Plan categorization service, Customer category system
Performance_Baseline: < 1 second for plan filtering
Data_Requirements: Plans configured for different customer categories

Prerequisites

Setup_Requirements: Plans configured for different categories: Residential (Basic, Standard, Premium), Commercial (Commercial), Industrial (Industrial), Eco Friendly
User_Roles_Permissions: CSR access level
Test_Data: John Smith - Category: Residential, Sub-category: Standard Residential
Prior_Test_Cases: V1-84_TC_014

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Access Plan tab for residential customer	Plans automatically filtered for residential category	Customer Category: Residential	Auto-filtering validation
2	Verify only residential plans display	Plans shown: Basic, Standard, Premium (residential category only)	Residential plans visible	Category filtering
3	Check Basic plan details	Basic plan shows: Water Supply (Fixed), Waste Water (Variable), Monthly billing	Plan details accurate	Plan information validation
4	Verify Standard plan specifications	Standard plan: Water Supply (Fixed), Waste Water (Variable), Water Quality Testing (Quarterly)	Standard plan details	Plan specification check
5	Check Premium plan features	Premium plan: Water Supply (Premium Fixed), Waste Water (Variable), Water Quality Testing (Monthly), Emergency Services (Included)	Premium features listed	Premium plan validation
6	Confirm commercial plans not visible	Commercial and Industrial plans filtered out completely	No commercial/industrial plans	Category restriction
7	Verify plan categorization accuracy	All displayed plans appropriate for residential customers	Only residential-appropriate plans	Categorization validation
8	Check plan selection functionality	Can select any displayed residential plan	Plan selection works	Selection validation
9	Test plan details expansion	Click on plan shows detailed information	Detailed plan information	Detail expansion
10	Verify billing frequency display	All plans show "monthly" billing frequency	Billing Frequency: monthly	Frequency validation
11	Check utility services mapping	Plans show appropriate utility services for residential	Correct utility service mapping	Service mapping

Verification Points

Primary_Verification: Plans correctly filtered by customer category and sub-category showing only appropriate options
Secondary_Verifications:
- Correct plan details and specifications displayed
- Proper categorization prevents showing inappropriate plans
- Plan selection functionality works correctly
Negative_Verification:
- Plans from other categories completely hidden
- No inappropriate commercial/industrial plans visible
- Filtering is automatic and cannot be bypassed

CIS01US11_TC_016-Verify meter selection requirement for each metered utility service

Title: Verify meter selection requirement for each metered utility service
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

Enhanced Tags for 17 Reports Support

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: Medium
Expected_Execution_Time: 3 minutes
Reproducibility_Score: High
Data_Sensitivity: Medium
Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 92%
Integration_Points: Services-CX, API, Meter-Management, Inventory-System
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Meter-Management, Activation-Process
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-023, AC-024
Related_Bugs: N/A
Related_Test_Cases: V1-84_TC_015, V1-84_TC_017

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Meter inventory system, Utility service configuration
Performance_Baseline: < 2 seconds for meter dropdown population
Data_Requirements: Available meters in inventory for assignment

Prerequisites

Setup_Requirements: Plan selected with metered utility services, available meters in inventory
User_Roles_Permissions: CSR access level
Test_Data: Standard plan selected with Electricity Service (metered) and Water Service (metered), Available meters in inventory
Prior_Test_Cases: V1-84_TC_015 (Plan selection required)

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Navigate to Activate tab after plan selection	Utility Services & Meter Readings section displays	Activate tab active	Tab navigation
2	Verify Electricity Service section visibility	"Electricity Service" section shows with meter selection dropdown	Electricity Service visible	Service section display
3	Check electricity meter dropdown	"Choose meter" dropdown available and populated with available meters	Meter dropdown populated	Dropdown availability
4	Verify Water Service section visibility	"Water Service" section shows with meter selection dropdown	Water Service visible	Service section display
5	Check water meter dropdown	"Choose meter" dropdown available and populated with available meters	Water meter dropdown populated	Dropdown availability
6	Attempt reconnection without meter selection	System prevents activation with validation message	Error: "Meter selection required for all utility services"	Validation enforcement
7	Select meter for electricity service only	Electricity meter selected, water still requires selection	Electricity meter: EM-123456 selected	Partial selection test
8	Attempt activation with partial selection	System prevents activation until all meters selected	Error: "Please select meters for all services"	Partial selection validation
9	Select meter for water service	Water meter selected from available inventory	Water meter: WM-789012 selected	Complete selection
10	Verify both meters selected	Both dropdowns show selected meters	Both services have meters assigned	Selection confirmation
11	Check meter availability filtering	Only available/unassigned meters appear in dropdowns	Available meters only	Inventory filtering
12	Verify meter type compatibility	Dropdowns show appropriate meter types for each service	Electricity/Water meter types	Type filtering

Verification Points

Primary_Verification: System requires meter selection for each metered utility service before allowing reconnection
Secondary_Verifications:
- Meter dropdowns populated with available inventory
- Appropriate meter types filtered by service
- Validation prevents partial meter assignment
Negative_Verification:
- Cannot proceed without all meters selected
- Unavailable/assigned meters not shown in dropdowns
- Validation messages guide user to complete selection

CIS01US11_TC_017-Verify last reading and reading date entry requirement for metered services

Title: Verify last reading and reading date entry requirement for metered services
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

Enhanced Tags for 17 Reports Support

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: Medium
Expected_Execution_Time: 4 minutes
Reproducibility_Score: High
Data_Sensitivity: High
Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 95%
Integration_Points: Services-CX, API, Meter-Reading, Data-Validation
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Data-Validation, Meter-Management
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-025
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_016, CIS01US11_TC_018

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Meter reading validation service, Date validation service
Performance_Baseline: < 1 second for validation
Data_Requirements: Meter reading validation rules configured

Prerequisites

Setup_Requirements: Meters selected for both electricity and water services
User_Roles_Permissions: CSR access level
Test_Data: Electricity meter: EM-123456, Water meter: WM-789012, Sample readings: Electricity 5824 kWh, Water 2845 gallons, Reading date: 2025-05-15
Prior_Test_Cases: CIS01US11_TC_016 (Meter selection required)

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Select meter for electricity service	Meter selected, reading fields appear below	Electric meter: EM-123456 selected	Reading fields activation
2	Verify reading input fields display	"Last Reading" and "Reading Date" fields visible	Reading fields appear	Field visibility
3	Enter last reading for electricity	Reading value accepted and validated	5824 kWh	Numeric validation
4	Enter reading date for electricity	Date accepted and validated	2025-05-15	Date validation
5	Select meter for water service	Meter selected, reading fields appear	Water meter: WM-789012 selected	Reading fields activation
6	Enter last reading for water	Reading value accepted and validated	2845 gallons	Numeric validation
7	Enter reading date for water	Date accepted and validated	2025-05-15	Date validation
8	Test invalid reading values	System rejects non-numeric or negative values	-100, "abc", ""	Input validation
9	Test invalid date formats	System validates date format and range	"invalid date", future dates	Date validation
10	Attempt activation without electricity reading	System prevents activation with validation error	Missing electricity reading	Missing reading validation
11	Attempt activation without water reading	System prevents activation with validation error	Missing water reading	Missing reading validation
12	Attempt activation without reading dates	System prevents activation with validation error	Missing reading dates	Missing date validation
13	Complete all required readings	All fields populated with valid data	Complete reading data	Full completion
14	Verify reading format enforcement	System enforces appropriate decimal places	Readings with proper formatting	Format validation

Verification Points

Primary_Verification: System requires last reading and reading date for all metered services before activation
Secondary_Verifications:
- Numeric validation for readings
- Date validation for reading dates
- Appropriate units displayed (kWh, gallons)
- Format enforcement for decimal places
Negative_Verification:
- Cannot activate without complete reading information
- Invalid readings or dates rejected
- Error messages guide user to correct input

CIS01US11_TC_018-Verify consumer status update to Active and meter assignment upon reconnection

Title: Verify consumer status update to Active and meter assignment upon reconnection
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

Enhanced Tags for 17 Reports Support

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: 3 minutes
Reproducibility_Score: High
Data_Sensitivity: High
Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 98%
Integration_Points: Services-CX, API, Customer-Management, Meter-Assignment, Billing-System
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Integration-Testing, Customer-Lifecycle
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-026, AC-027
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_017, CIS01US11_TC_019

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Customer management system, Meter assignment service, Billing integration
Performance_Baseline: < 5 seconds for complete activation
Data_Requirements: Complete meter assignments with readings

Prerequisites

Setup_Requirements: All meter assignments complete with readings entered
User_Roles_Permissions: CSR with activation permissions
Test_Data: Complete activation data: meters assigned, readings entered, customer initially "Inactive"
Prior_Test_Cases: CIS01US11_TC_017 (Reading entry required)

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Verify all prerequisites complete	All meters assigned with readings entered	Prerequisites met	Pre-activation check
2	Click "Reconnect and Activate" button	System processes reconnection successfully	Activation initiated	Activation trigger
3	Verify customer status change	Customer status updated from "Inactive" to "Active"	Status: Active	Status integration
4	Check meter assignment in customer account	Selected meters assigned to customer account	Meters linked to customer	Meter assignment
5	Verify electricity meter assignment	Electricity meter EM-123456 assigned to customer	Meter assignment confirmed	Service linkage
6	Verify water meter assignment	Water meter WM-789012 assigned to customer	Meter assignment confirmed	Service linkage
7	Check service activation status	All utility services activated for customer	Services: Active	Service activation
8	Verify request status update	Request status changed to "Completed"	Request Status: Completed	Request completion
9	Check billing system integration	Billing activation triggered automatically	Billing system notified	Billing integration
10	Verify meter readings transferred	Last readings transferred to customer account	Readings transferred	Data transfer
11	Check timeline update	Activation logged in request timeline	Timeline entry created	Activity logging
12	Verify notification triggers	Appropriate notifications sent for activation	Notifications triggered	Communication integration
13	Test activation rollback on failure	System handles partial failures gracefully	Error handling tested	Failure scenarios

Verification Points

Primary_Verification: Consumer status updates to Active and meters are correctly assigned upon successful reconnection
Secondary_Verifications:
- Service activation across all utilities
- Request completion status update
- Billing system integration triggered
- Timeline and audit logging complete
Negative_Verification:
- No partial activations or incomplete assignments
- System handles failures gracefully
- Data consistency maintained across systems

CIS01US11_TC_019-Verify service order templates filter by consumer category

Title: Verify service order templates filter by consumer category
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

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Product, Customer-Residential, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-Point, HappyPath

Business Context

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

Quality Metrics

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

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Service-Order-Management, Template-System
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Product
Report_Categories: Quality-Dashboard, Service-Order-Management, Template-System
Trend_Tracking: No
Executive_Visibility: No
Customer_Impact_Level: Medium

Requirements Traceability

Related_Requirements: AC-028
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_018, CIS01US11_TC_020

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Service order system, Template management, Customer categorization
Performance_Baseline: < 1 second for template loading
Data_Requirements: Service order templates configured by category

Prerequisites

Setup_Requirements: Service order templates configured for different customer categories
User_Roles_Permissions: CSR access level
Test_Data: Residential templates: Meter Installation, Service Connection, Quality Check, Emergency Reconnection
Prior_Test_Cases: CIS01US11_TC_018

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Navigate to Service Orders tab	Service order creation interface loads	Service Orders tab active	Tab navigation
2	Click service order type dropdown	Dropdown displays templates for residential consumer	Template dropdown open	Dropdown activation
3	Verify residential template availability	Templates: Meter Installation, Service Connection, Quality Check, Emergency Reconnection	Residential templates shown	Template filtering
4	Check template descriptions	Each template has clear description and purpose	Template details visible	Template information
5	Verify commercial templates not visible	Commercial-specific templates filtered out	No commercial templates	Category filtering
6	Check template categorization accuracy	All shown templates appropriate for residential	Residential-appropriate only	Categorization validation
7	Test template selection	Can select any available residential template	Template selection works	Selection functionality
8	Verify template details	Selected template shows detailed information	Template specifications	Detail display

Verification Points

Primary_Verification: Service order templates correctly filtered by consumer category showing only appropriate options
Secondary_Verifications:
- Template descriptions accurate and helpful
- Proper categorization prevents inappropriate templates
- Template selection functionality works correctly
Negative_Verification:
- Templates from other categories completely hidden
- No inappropriate commercial/industrial templates visible

CIS01US11_TC_020-Verify service order creation with scheduled date and auto-generated SO number

Title: Verify service order creation with scheduled date and auto-generated SO number
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

Enhanced Tags for 17 Reports Support

Business Context

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

Quality Metrics

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

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Service-Order-System, ID-Generation
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Service-Order-Management, ID-Generation
Trend_Tracking: Yes
Executive_Visibility: No
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-029, AC-030
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_019, CIS01US11_TC_021

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Service order system, ID generation service, Date validation
Performance_Baseline: < 2 seconds for SO creation
Data_Requirements: Service order templates available

Prerequisites

Setup_Requirements: Service order templates available, ID generation service active
User_Roles_Permissions: CSR with service order creation permissions
Test_Data: Template: Meter Installation, Scheduled date: 2025-06-10, Remarks: "Standard reconnection after payment"
Prior_Test_Cases: CIS01US11_TC_019

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Select "Meter Installation" template	Template selected successfully	SO Type: Meter Installation	Template selection
2	Verify scheduled date field	Date picker available for future date selection	Date picker active	Date field validation
3	Click scheduled date picker	Date picker opens with current date restrictions	Calendar widget opens	Date picker functionality
4	Select future date	Date selected and validated	2025-06-10	Date selection
5	Enter remarks in text box	Remarks accepted and displayed	"Standard reconnection after payment"	Remarks entry
6	Click "Add Service Order" button	Service order created successfully	SO creation triggered	Creation process
7	Verify auto-generated SO number	Unique SO number generated in format SO-YYYY-XXX	SO-2025-001 (auto-generated)	ID generation
8	Check SO appears in existing orders list	New SO visible in service orders list	SO listed with details	List display
9	Verify SO details display	SO shows: number, name, status, scheduled date, creator	Complete SO information	Detail accuracy
10	Check SO status initialization	Initial status set to "Scheduled"	Status: Scheduled	Status initialization
11	Verify SO number uniqueness	Each SO gets unique sequential number	Multiple SOs have different numbers	Uniqueness validation
12	Test SO creation with different templates	Different templates create appropriate SOs	Various template types	Template variety

Verification Points

Primary_Verification: Service order created successfully with auto-generated SO number and proper scheduling
Secondary_Verifications:
- Date validation and future date requirements
- Remarks entry and storage
- SO listing with complete information
- Unique ID generation consistency
Negative_Verification:
- Cannot create SO with invalid dates
- SO numbers are always unique
- Missing required fields prevent creation

CIS01US11_TC_021-Verify communication log displays all consumer and internal communications

Title: Verify communication log displays all consumer and internal communications
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

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-CSM, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-Point, HappyPath

Business Context

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

Quality Metrics

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

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Communication-Service, Audit-System
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: CSM
Report_Categories: Quality-Dashboard, Communication-Tracking, Audit-Compliance
Trend_Tracking: Yes
Executive_Visibility: No
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-031
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_020, CIS01US11_TC_022

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Communication service, Audit logging system, Timeline service
Performance_Baseline: < 2 seconds for communication log loading
Data_Requirements: Existing communications in the system

Prerequisites

Setup_Requirements: Request with existing communications (system notifications, internal notes)
User_Roles_Permissions: CSR access level
Test_Data: Sample communications: "System notification: Request created", "Internal note: Customer has VIP status", "Consumer email: Reconnection scheduled"
Prior_Test_Cases: CIS01US11_TC_020

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Navigate to Communications tab	Communication log interface loads successfully	Communications tab active	Tab navigation
2	Verify communication log visibility	All existing communications displayed in chronological order	Communication entries visible	Log display validation
3	Check system-generated notifications	System notifications appear with timestamps and content	"2025-06-20 09:35 AM - System: Reconnection request created"	System communication
4	Verify internal notes display	Internal notes shown with creator and timestamp	"2025-06-20 10:15 AM - Jane Doe: Customer has VIP status, prioritizing"	Internal communication
5	Check consumer communications	Consumer emails/messages displayed with delivery status	"2025-06-20 11:00 AM - Consumer Email: Reconnection scheduled for June 10th"	Consumer communication
6	Verify chronological order	Communications displayed from oldest to newest	Time-ordered sequence	Chronological validation
7	Check communication type indicators	Different visual indicators for system/internal/consumer communications	Icons or labels distinguish types	Type differentiation
8	Verify communication details	Each entry shows: timestamp, sender, type, content, delivery status	Complete communication information	Detail completeness
9	Test communication filtering	Can filter by communication type (system/internal/consumer)	Filter functionality works	Filtering capability
10	Check communication search	Search functionality works within communications	Search for specific content	Search validation
11	Verify read/unread status	Communications show read/unread indicators where applicable	Read status indicators	Status tracking
12	Test communication refresh	New communications appear when page refreshed	Real-time updates	Data refresh

Verification Points

Primary_Verification: Communication log displays all consumer and internal communications correctly with proper timestamps
Secondary_Verifications:
- Chronological order maintained
- Type indicators distinguish communication sources
- Complete communication details displayed
- Filtering and search functionality works
Negative_Verification:
- No missing or duplicate communications
- No incorrect timestamps or sender information
- Communication types properly segregated

CIS01US11_TC_022-Verify ability to add internal and consumer notes with template selection

Title: Verify ability to add internal and consumer notes with template selection
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

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-CSM, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-Point, HappyPath

Business Context

Customer_Segment: All
Revenue_Impact: Medium
Business_Priority: Must-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: 100%
Integration_Points: Services-CX, API, Communication-Service, Template-Management
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: CSM
Report_Categories: Quality-Dashboard, Communication-Management, Template-Usage
Trend_Tracking: Yes
Executive_Visibility: No
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-032
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_021, CIS01US11_TC_023

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Communication service, Template system, Email service
Performance_Baseline: < 2 seconds for note creation
Data_Requirements: Communication templates configured

Prerequisites

Setup_Requirements: Communication templates available, email service functional
User_Roles_Permissions: CSR with communication permissions
Test_Data: Internal note: "Customer has VIP status, prioritizing for next available slot", Consumer email templates: Status update, Appointment confirmation, Service completion
Prior_Test_Cases: CIS01US11_TC_021

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Click "Add Internal Note" button	Note creation interface opens	Internal note dialog appears	Note creation UI
2	Verify note type selection	Communication type dropdown shows "Internal" and "Consumer" options	Type selection available	Type selection
3	Select "Internal" communication type	Internal note interface displayed	Type: Internal selected	Internal note setup
4	Enter internal note content	Text area accepts note content	"Customer has VIP status, prioritizing for next available slot"	Note content entry
5	Save internal note	Note saved and appears in communication log	Internal note entry created	Note saving
6	Verify internal note display	Note shows with internal indicator and timestamp	Internal note visible in log	Note display validation
7	Click "Send Response to Consumer"	Consumer communication interface opens	Consumer communication dialog	Consumer communication setup
8	Select communication type as "Email"	Email composition interface displayed	Type: Email selected	Email setup
9	Verify template dropdown availability	Email templates available for selection	Templates: Status update, Appointment confirmation, Service completion	Template availability
10	Select "Status update" template	Template content loads in email editor	Status update template loaded	Template loading
11	Customize template content	Can modify template text while maintaining structure	Customized message content	Template customization
12	Send consumer communication	Email sent and logged in communication history	Consumer email sent successfully	Communication delivery
13	Verify consumer communication logging	Email appears in communication log with delivery status	Consumer email entry in log	Communication logging
14	Test template with merge fields	Template personalizes with customer data	Customer name and details populated	Merge field validation

Verification Points

Primary_Verification: Can successfully add both internal and consumer notes with proper template selection and delivery
Secondary_Verifications:
- Template selection and customization works
- Communication type selection functions correctly
- All communications logged with proper categorization
- Merge fields populate customer data automatically
Negative_Verification:
- Cannot send communications without required fields
- Template formatting maintained during customization
- Invalid email addresses rejected

CIS01US11_TC_023-Verify timeline tracks all request-related activities with timestamps

Title: Verify timeline tracks all request-related activities with timestamps
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

Enhanced Tags for 17 Reports Support

Business Context

Customer_Segment: All
Revenue_Impact: Medium
Business_Priority: Must-Have
Customer_Journey: Support
Compliance_Required: Yes
SLA_Related: Yes

Quality Metrics

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

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Timeline-Service, Audit-System
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Audit-Compliance, Activity-Tracking
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-033
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_022, CIS01US11_TC_024

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Timeline service, Audit system, Activity tracking service
Performance_Baseline: < 2 seconds for timeline loading
Data_Requirements: Complete request with various activities

Prerequisites

Setup_Requirements: Request with multiple activities and status changes
User_Roles_Permissions: CSR access level
Test_Data: Request activities: Created, Acknowledged, Plan selected, Service order created, Status changes
Prior_Test_Cases: CIS01US11_TC_022

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Navigate to Timeline tab	Timeline interface loads with activity history	Timeline tab active	Timeline navigation
2	Verify request creation entry	"Request Created" entry with timestamp and creator	"2025-06-20 09:30 AM - Request Created by Sarah Johnson"	Creation tracking
3	Check acknowledgement tracking	Acknowledgement activity logged with user and time	"2025-06-20 10:15 AM - Request Acknowledged by Mike Johnson"	Acknowledgement logging
4	Verify status change logging	All status transitions logged with timestamps	"2025-06-20 10:20 AM - Status changed from Pending to In-progress"	Status tracking
5	Check plan selection activity	Plan selection logged with plan details	"2025-06-20 11:00 AM - Standard Residential Plan selected"	Plan activity
6	Verify service order creation	Service order creation logged with SO number	"2025-06-20 11:30 AM - Service Order SO-2025-001 created"	Service order tracking
7	Check communication activities	All communications logged in timeline	"2025-06-20 11:45 AM - Email sent to customer"	Communication tracking
8	Verify user attribution	Each activity shows correct user who performed action	User names and IDs accurate	User tracking
9	Check timestamp accuracy	All timestamps are accurate and properly formatted	Proper time format and sequence	Timestamp validation
10	Verify chronological order	Activities displayed in chronological sequence	Oldest to newest order	Chronological ordering
11	Test timeline filtering	Can filter timeline by activity type or date range	Filter functionality works	Filtering capability
12	Check activity details	Clicking on activity shows detailed information	Expandable activity details	Detail expansion
13	Verify real-time updates	New activities appear in timeline immediately	Timeline updates in real-time	Real-time tracking

Verification Points

Primary_Verification: Timeline accurately tracks all request-related activities with proper timestamps and user attribution
Secondary_Verifications:
- Chronological ordering maintained
- Complete activity details captured
- User attribution accurate for all actions
- Real-time updates function correctly
Negative_Verification:
- No missing activities or incorrect timestamps
- No duplicate or phantom timeline entries
- Timeline cannot be manually edited

CIS01US11_TC_024-Verify status lifecycle maintains proper sequence: Pending → In-progress → Completed

Title: Verify status lifecycle maintains proper sequence: Pending → In-progress → Completed
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

Enhanced Tags for 17 Reports Support

Business Context

Customer_Segment: All
Revenue_Impact: High
Business_Priority: Must-Have
Customer_Journey: Support
Compliance_Required: Yes
SLA_Related: Yes

Quality Metrics

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

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Status-Management, Workflow-Engine
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Workflow-Management, Status-Control
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-034
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_023, CIS01US11_TC_025

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Status management service, Workflow engine, Timeline service
Performance_Baseline: < 1 second for status transitions
Data_Requirements: New request for complete lifecycle testing

Prerequisites

Setup_Requirements: Ability to create new request and track complete lifecycle
User_Roles_Permissions: CSR with status change permissions
Test_Data: New reconnection request for lifecycle testing
Prior_Test_Cases: CIS01US11_TC_023

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Create new reconnection request	Request created with "Pending" status	Initial status: Pending	Status initialization
2	Verify initial status in timeline	Timeline shows "Request Created" with Pending status	"Status: Pending" in timeline	Initial status logging
3	Acknowledge request	Status changes to "In-progress"	Status transition: Pending → In-progress	First transition
4	Verify status change in timeline	Timeline logs status change with timestamp	"Status changed to In-progress" logged	Transition logging
5	Put request on hold	Status changes to "On hold"	Status: On hold	Hold status
6	Verify hold status logging	Hold action logged in timeline	"Request put on hold" entry	Hold logging
7	Resume request	Status returns to "In-progress"	Status: In-progress	Resume status
8	Verify resume logging	Resume action logged in timeline	"Request resumed" entry	Resume logging
9	Complete reconnection process	Status changes to "Completed"	Status: Completed	Final transition
10	Verify completion logging	Completion logged in timeline	"Request completed" entry	Completion logging
11	Check complete status sequence	Timeline shows proper status lifecycle	Pending → In-progress → On hold → In-progress → Completed	Lifecycle validation
12	Test invalid status transitions	Cannot skip steps or make invalid transitions	Invalid transitions blocked	Transition validation
13	Verify status persistence	Status maintained after page refresh	Status persists across sessions	Persistence validation
14	Check SLA impact of status changes	SLA calculations account for status changes	SLA adjusts for hold periods	SLA integration

Verification Points

Primary_Verification: Status lifecycle maintains proper sequence and transitions are properly controlled
Secondary_Verifications:
- All status changes logged in timeline
- Hold and resume functionality works correctly
- SLA calculations adjust for status changes
- Status persistence across sessions
Negative_Verification:
- Cannot skip status steps or make invalid transitions
- No unauthorized status changes possible
- Status integrity maintained during failures

CIS01US11_TC_025-Verify request closure requires reason selection from predefined list

Title: Verify request closure requires reason selection from predefined list
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

Enhanced Tags for 17 Reports Support

Business Context

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

Quality Metrics

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

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Closure-Management, Audit-System
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Closure-Management, Audit-Compliance
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: Medium

Requirements Traceability

Related_Requirements: AC-035, AC-036
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_024, CIS01US11_TC_026

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Closure management service, Master data system, Audit logging
Performance_Baseline: < 2 seconds for closure processing
Data_Requirements: Predefined closure reasons configured

Prerequisites

Setup_Requirements: Request available for closure, closure reasons configured
User_Roles_Permissions: CSR with request closure permissions
Test_Data: Closure reasons: Issue resolved, Duplicate request, Cancelled by consumer, No consumer response, Other
Prior_Test_Cases: CIS01US11_TC_024

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Click "Close Request" button	Close request dialog opens	Closure dialog appears	Closure initiation
2	Verify closure dialog components	Dialog shows reason dropdown and additional notes field	Reason dropdown and notes field visible	Dialog validation
3	Check predefined reason options	Dropdown shows configured closure reasons	Reasons: Issue resolved, Duplicate request, Cancelled by consumer, No consumer response, Other	Reason options
4	Attempt closure without reason selection	System prevents closure with validation message	Error: "Closure reason is required"	Validation enforcement
5	Select "Issue resolved" reason	Reason selected successfully	Reason: Issue resolved	Reason selection
6	Enter additional notes	Notes field accepts descriptive text	"Customer reconnection completed successfully"	Additional notes
7	Verify notes character limit	Notes field has appropriate character limit	Notes field validates length	Notes validation
8	Click "Close Request" button	Request closed successfully	Closure processed	Request closure
9	Verify status update to "Closed"	Request status changed to "Closed"	Status: Closed	Status update
10	Check closure logging in timeline	Closure activity logged with reason and user	"Request closed: Issue resolved by [User]"	Closure logging
11	Verify closure reason storage	Closure reason stored and displayed in request details	Closure reason: Issue resolved	Reason storage
12	Test different closure reasons	Each predefined reason can be selected and processed	All closure reasons functional	Reason variety
13	Check closure audit trail	Complete closure information logged for audit	Audit trail includes reason, notes, user, timestamp	Audit compliance
14	Verify closed request restrictions	Closed requests cannot be reopened or modified	Closed requests read-only	Closure finality

Verification Points

Primary_Verification: Request closure requires reason selection from predefined list and prevents closure without reason
Secondary_Verifications:
- All predefined closure reasons available and functional
- Additional notes capability with validation
- Complete audit trail for closure activities
- Closed requests become read-only
Negative_Verification:
- Cannot close request without selecting reason
- Closed requests cannot be modified or reopened
- Invalid closure attempts properly blocked

CIS01US11_TC_026-Verify receipt generation with print and download functionality

Title: Verify receipt generation with print and download functionality
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

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Product, Customer-All, Risk-Medium, Business-Medium, Revenue-Impact-Low, Integration-Point, HappyPath

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

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Document-Generation, Print-Service
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Product
Report_Categories: Quality-Dashboard, Document-Management, User-Experience
Trend_Tracking: No
Executive_Visibility: No
Customer_Impact_Level: Medium

Requirements Traceability

Related_Requirements: AC-037, AC-038
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_025, CIS01US11_TC_027

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Document generation service, PDF generation, Print service
Performance_Baseline: < 3 seconds for receipt generation
Data_Requirements: Completed request submission data

Prerequisites

Setup_Requirements: PDF generation service functional, print drivers available
User_Roles_Permissions: CSR access level
Test_Data: Complete request: John Smith, RCN-2025-001234, Payment Completed reason, Standard plan, June 10 schedule
Prior_Test_Cases: CIS01US11_TC_025

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Complete request submission successfully	Request submitted and confirmation displayed	Complete John Smith request	Successful submission
2	Verify receipt generation trigger	System automatically generates receipt upon submission	Receipt generated automatically	Auto-generation
3	Check receipt content completeness	Receipt contains: Request ID, customer info, request details, selected plan, scheduled date	All submitted information included	Content validation
4	Verify receipt header information	Receipt shows: Request ID (RCN-2025-001234), submission date, CSR name	Header information accurate	Header validation
5	Check customer information section	Receipt displays: John Smith, ACC-10058624, contact details, service address	Customer data complete	Customer info
6	Verify request details section	Receipt shows: Reconnection type, Payment Completed reason, preferred schedule	Request details accurate	Request info
7	Check plan information	Receipt displays: Standard Residential Plan details and features	Plan information complete	Plan details
8	Verify receipt formatting	Receipt properly formatted for printing with clear sections	Professional receipt format	Format validation
9	Click "Print" button	Print dialog opens with receipt formatted for printing	Print dialog appears	Print functionality
10	Test print preview	Print preview shows receipt with proper formatting and page breaks	Receipt formatted correctly	Print preview
11	Click "Download" button	Receipt downloads as PDF file to default download location	PDF file downloaded	Download functionality
12	Verify PDF content accuracy	Downloaded PDF contains complete receipt information matching display	PDF content accurate	PDF validation
13	Check PDF formatting	PDF maintains proper formatting, fonts, and layout	PDF formatting correct	PDF format
14	Test multiple download attempts	Can download receipt multiple times without issues	Multiple downloads work	Download reliability
15	Verify receipt accessibility	Receipt content accessible via screen readers	Accessibility compliant	Accessibility check

Verification Points

Primary_Verification: Receipt generated with complete information and print/download functionality works correctly
Secondary_Verifications:
- Content accuracy matches submitted request data
- Professional formatting suitable for customer records
- PDF generation maintains formatting and completeness
- Print functionality produces readable output
Negative_Verification:
- Receipt contains no missing or incorrect information
- Download doesn't fail or produce corrupted files
- Print formatting doesn't break or truncate content

CIS01US11_TC_027-Verify email notification system with audit trail logging

Title: Verify email notification system with audit trail logging
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

Enhanced Tags for 17 Reports Support

Business Context

Customer_Segment: All
Revenue_Impact: Medium
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: High

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Email-Service, Audit-System
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Communication-Testing, Audit-Compliance
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-039, AC-040
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_026, CIS01US11_TC_028

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Email service (SMTP), Audit logging system, Notification service
Performance_Baseline: < 5 seconds for email delivery
Data_Requirements: Valid customer email addresses, email templates

Prerequisites

Setup_Requirements: Email service configured and functional, audit system active
User_Roles_Permissions: CSR access level
Test_Data: Customer email: john.smith@email.com, Request: RCN-2025-001234, User: CSR001
Prior_Test_Cases: CIS01US11_TC_026

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Verify notification checkbox default state	Customer notification checkbox checked by default	Notification checkbox: ✓ Checked	Default state
2	Submit request with notification checked	Request submitted with notification enabled	Email: john.smith@email.com	Notification enabled
3	Verify email notification sent	System sends notification email to customer address	Email delivered to john.smith@email.com	Email delivery
4	Check email content accuracy	Email contains: Request ID, customer name, next steps, contact information	Email content complete and accurate	Content validation
5	Verify email subject line	Subject includes request ID and clear purpose	Subject: "Reconnection Request RCN-2025-001234 Confirmation"	Subject validation
6	Check email formatting	Email properly formatted with utility company branding	Professional email format	Format validation
7	Verify audit log entry creation	Notification logged in audit system with complete details	Audit entry created	Audit logging
8	Check audit log details	Log contains: timestamp, recipient email, user ID, delivery status	Complete audit information	Audit details
9	Test unchecked notification scenario	Uncheck notification checkbox and submit request	Notification checkbox: ☐ Unchecked	Negative scenario
10	Verify no email sent when unchecked	No email notification sent to customer	No email delivered	Conditional sending
11	Check no audit log for unchecked	No email notification entry in audit log	No audit entry created	Conditional logging
12	Test email delivery failure handling	Simulate invalid email address or delivery failure	System handles email failures gracefully	Error handling
13	Verify delivery status tracking	System tracks and logs email delivery success/failure status	Delivery status recorded	Status tracking
14	Check email retry mechanism	System retries failed email deliveries according to policy	Email retry attempts logged	Retry logic
15	Test bulk notification scenarios	Multiple requests generate separate notifications	Each request gets individual notification	Bulk handling

Verification Points

Primary_Verification: Email notifications sent correctly with proper audit trail logging based on checkbox state
Secondary_Verifications:
- Email content accuracy and professional formatting
- Conditional sending based on checkbox selection
- Complete audit trail with delivery status
- Error handling for failed deliveries
Negative_Verification:
- No notifications sent when checkbox unchecked
- Failed deliveries properly handled and logged
- No audit entries for unsent notifications

CIS01US11_TC_028-Verify comprehensive form validation before request submission

Title: Verify comprehensive form validation before request submission
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

Enhanced Tags for 17 Reports Support

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

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: 5 minutes
Reproducibility_Score: High
Data_Sensitivity: High
Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Validation-Service, Form-Management
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Input-Validation, Form-Security
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC-040 (All field validations)
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_027, CIS01US11_TC_029

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Form validation service, Input validation rules, Security filters
Performance_Baseline: < 2 seconds for validation processing
Data_Requirements: Validation rules configured for all form fields

Prerequisites

Setup_Requirements: All validation rules active, form security enabled
User_Roles_Permissions: CSR access level
Test_Data: Various invalid inputs for testing: empty fields, invalid formats, boundary values
Prior_Test_Cases: CIS01US11_TC_027

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Attempt submission without customer verification	Validation error: "Customer verification required"	No customer selected	Customer validation
2	Verify customer verification error display	Error message highlighted near customer search field	Error message visible	Error display
3	Select customer but attempt submission without request type	Validation error: "Request type must be selected"	Customer selected, no request type	Type validation
4	Select request type but attempt submission without reason	Validation error: "Reconnection reason is required"	No reason selected	Reason validation
5	Select reason but attempt submission without schedule date	Validation error: "Preferred schedule date is required"	No date selected	Date validation
6	Enter past date for schedule	Validation error: "Schedule date cannot be in the past"	Yesterday's date	Past date validation
7	Test invalid characters in additional notes	System filters or rejects invalid input	HTML tags, scripts	Input filtering
8	Test notes exceeding character limit	Validation error or input prevention at 250 characters	251+ character string	Character limit
9	Submit form with all required fields empty	Multiple validation errors displayed	All fields empty	Multiple validation
10	Verify error message clarity	All error messages clear and actionable	User-friendly messages	Message quality
11	Check error message positioning	Error messages appear near relevant fields	Contextual error placement	Error positioning
12	Test validation on field blur	Validation occurs when leaving each field	Real-time validation	Field-level validation
13	Verify validation summary	Summary of all validation errors at form level	Validation summary displayed	Error summary
14	Fill all required fields correctly	Form validates successfully and allows submission	Complete valid data	Successful validation
15	Test cross-field validation	Related fields validate together (e.g., date and time)	Cross-field dependencies	Cross-validation
16	Verify accessibility of validation	Error messages accessible via screen readers	ARIA labels and announcements	Accessibility validation

Verification Points

Primary_Verification: System validates all required fields and prevents submission with any missing or invalid data
Secondary_Verifications:
- Clear, actionable error messages for all validation failures
- Real-time validation on field blur
- Cross-field validation for dependent fields
- Accessibility compliance for error messages
Negative_Verification:
- Cannot submit with any required field missing
- Invalid data formats properly rejected
- Security filtering prevents malicious input

CIS01US11_TC_029-Verify system performance meets baseline requirements (< 3 seconds)

Title: Verify system performance meets baseline requirements (< 3 seconds)
Created By: Prachi
Created Date: June 20, 2025
Version: 1.0

Classification

Module/Feature: Reconnection Flow
Test Type: Performance
Test Level: System
Priority: P2-High
Execution Phase: Performance
Automation Status: Manual

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P2-High, Phase-Performance, Type-Performance, Platform-Web, Report-Engineering, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-Point, 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: Medium
Complexity_Level: High
Expected_Execution_Time: 6 minutes
Reproducibility_Score: Medium
Data_Sensitivity: Low
Failure_Impact: Medium

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Database, External-Services
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Performance-Metrics, System-Health
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: Performance baseline < 3 seconds
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_028, CIS01US11_TC_030

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Performance monitoring tools, Network simulation, Load testing tools
Performance_Baseline: Page loads < 3 seconds, API calls < 500ms, Form submissions < 3 seconds
Data_Requirements: Realistic data volumes for testing

Prerequisites

Setup_Requirements: Performance monitoring enabled, stable network connection
User_Roles_Permissions: CSR access level
Test_Data: Various request scenarios for performance testing
Prior_Test_Cases: CIS01US11_TC_028

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Record page load start time	Timer started for reconnection page load	Page load timing	Load measurement
2	Navigate to reconnection module	Page loads within 3 seconds	Load time < 3 seconds	Page load performance
3	Measure customer search response	Search results return within 2 seconds	Search time < 2 seconds	Search performance
4	Time plan dropdown population	Plan list loads within 1 second	Plan load < 1 second	Dropdown performance
5	Measure tab switching speed	Tab navigation occurs within 1 second	Tab switch < 1 second	Navigation performance
6	Time form submission	Request submission completes within 3 seconds	Submission < 3 seconds	Submission performance
7	Measure request detail view load	Detail view loads within 2 seconds	Detail load < 2 seconds	Detail view performance
8	Test timeline loading performance	Timeline loads within 2 seconds	Timeline < 2 seconds	Timeline performance
9	Measure communication log load	Communication history loads within 2 seconds	Communication load < 2 seconds	Communication performance
10	Test concurrent user simulation	Performance maintained with 10 concurrent users	Concurrent load testing	Concurrency testing
11	Measure API response times	All API calls respond within 500ms	API response < 500ms	API performance
12	Test with large data sets	Performance maintained with realistic data volumes	Large dataset testing	Volume testing
13	Check memory usage	Browser memory usage remains stable	Memory leak detection	Memory performance
14	Test network throttling	Acceptable performance on slower connections	3G network simulation	Network performance
15	Verify performance consistency	Performance metrics consistent across multiple test runs	Consistent performance	Performance stability

Verification Points

Primary_Verification: All operations complete within defined performance baselines (page loads < 3 seconds)
Secondary_Verifications:
- API response times under 500ms
- Consistent performance across features
- Acceptable performance under concurrent load
- Stable memory usage without leaks
Negative_Verification:
- No performance degradation under normal load
- No timeouts or slow responses
- Memory usage remains within acceptable limits

CIS01US11_TC_030-Verify data security and access control for sensitive customer information

Title: Verify data security and access control for sensitive customer information
Created By: Prachi
Created Date: June 20, 2025
Version: 1.0

Classification

Module/Feature: Reconnection Flow
Test Type: Security
Test Level: System
Priority: P1-Critical
Execution Phase: Regression
Automation Status: Manual

Enhanced Tags for 17 Reports Support

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, HappyPath

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: 5 minutes
Reproducibility_Score: High
Data_Sensitivity: High
Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Authentication, Authorization, Data-Protection
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Security-Testing, Compliance-Validation
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: Data protection and security requirements
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_029, CIS01US11_TC_031

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Authentication service, Authorization system, Data encryption, Audit logging
Performance_Baseline: < 2 seconds for authentication checks
Data_Requirements: Test user accounts with different permission levels

Prerequisites

Setup_Requirements: Security policies configured, role-based access controls active
User_Roles_Permissions: Multiple test accounts: CSR, Supervisor, Admin, Invalid user
Test_Data: Valid/invalid credentials, customer PII data, sensitive information
Prior_Test_Cases: CIS01US11_TC_029

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Attempt access without authentication	System denies access and redirects to login	No credentials	Authentication check
2	Test invalid credentials	Authentication fails with appropriate error message	Invalid username/password	Invalid credential handling
3	Login with valid CSR credentials	Successful authentication and appropriate dashboard access	Valid CSR account	Role-based access
4	Verify CSR role permissions	Can access reconnection module and customer data	CSR permissions	Permission validation
5	Attempt to access admin functions	System prevents unauthorized access to admin features	CSR accessing admin areas	Authorization validation
6	Check sensitive data masking	PII data appropriately masked or protected where required	Customer SSN, payment details	Data protection
7	Verify session timeout	Session expires after defined inactive period	30 minutes inactivity	Session management
8	Test concurrent session limits	System enforces maximum concurrent session limits	Multiple login attempts	Session control
9	Check audit trail for data access	All customer data access logged with user ID and timestamp	Data access events	Security auditing
10	Test SQL injection prevention	Input fields reject malicious SQL code	SQL injection attempts	Input security
11	Verify XSS protection	System filters cross-site scripting attempts	XSS payload testing	Script injection protection
12	Check HTTPS enforcement	All data transmission encrypted via HTTPS	Network traffic analysis	Encryption validation
13	Test password policy enforcement	System enforces strong password requirements	Weak password attempts	Password security
14	Verify data encryption at rest	Sensitive data encrypted in database	Database inspection	Data encryption
15	Check role separation	Users can only access data appropriate to their role	Cross-role access attempts	Role segregation

Verification Points

Primary_Verification: System properly secures and controls access to sensitive customer information
Secondary_Verifications:
- Role-based access controls functioning correctly
- Sensitive data masking and encryption active
- Session management and timeout working
- Complete audit trail for security events
Negative_Verification:
- Unauthorized access attempts blocked
- Malicious input attempts prevented
- No data leakage or unauthorized exposure

CIS01US11_TC_031-Verify reconnection flow functionality across supported browsers

Title: Verify reconnection flow functionality across supported browsers
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

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-QA, Customer-All, Risk-Medium, Business-Medium, Revenue-Impact-Medium, Integration-Point, HappyPath

Business Context

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

Quality Metrics

Risk_Level: Medium
Complexity_Level: Medium
Expected_Execution_Time: 8 minutes
Reproducibility_Score: High
Data_Sensitivity: Low
Failure_Impact: Medium

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Browser-Compatibility, UI-Components
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: QA
Report_Categories: Quality-Dashboard, Browser-Compatibility, Cross-Platform-Testing
Trend_Tracking: Yes
Executive_Visibility: No
Customer_Impact_Level: Medium

Requirements Traceability

Related_Requirements: Cross-browser compatibility requirements
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_030, CIS01US11_TC_032

Test Environment

Environment: Staging
Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
Device/OS: Windows 10/11, macOS 12+
Screen_Resolution: Desktop-1920x1080, Tablet-1024x768
Dependencies: Multiple browser installations, Cross-browser testing tools
Performance_Baseline: Consistent performance across all browsers
Data_Requirements: Standard test data for cross-browser validation

Prerequisites

Setup_Requirements: Multiple browsers installed and updated to required versions
User_Roles_Permissions: CSR access level
Test_Data: John Smith reconnection request data, Standard residential plan
Prior_Test_Cases: CIS01US11_TC_030

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Open reconnection flow in Chrome 115+	All features display and function correctly	Standard test data	Chrome compatibility
2	Test customer search in Chrome	Search functionality works with proper results display	"John Smith" search	Chrome search validation
3	Complete form submission in Chrome	Request submission successful with all validations	Complete request form	Chrome submission
4	Open reconnection flow in Firefox 110+	All features display and function identically to Chrome	Same test data	Firefox compatibility
5	Test plan selection in Firefox	Plan selection interface functional with proper filtering	Plan selection process	Firefox plan validation
6	Verify timeline view in Firefox	Timeline displays correctly with proper formatting	Request timeline data	Firefox timeline
7	Open reconnection flow in Safari 16+	All features display and function correctly	Same test data	Safari compatibility
8	Test date picker in Safari	Date picker opens and functions properly	Schedule date selection	Safari date picker
9	Verify dropdown functionality in Safari	All dropdowns work correctly with proper styling	Various dropdown tests	Safari dropdown validation
10	Open reconnection flow in Edge Latest	All features display and function correctly	Same test data	Edge compatibility
11	Test form validation in Edge	All validation rules work consistently	Invalid input testing	Edge validation
12	Check responsive design across browsers	UI adapts properly to different screen sizes	1920x1080, 1024x768	Responsive validation
13	Test JavaScript functionality	All interactive elements work across browsers	Button clicks, form interactions	JavaScript compatibility
14	Verify CSS rendering consistency	Styling appears consistent across all browsers	Visual comparison	CSS compatibility
15	Check console for browser-specific errors	No browser-specific errors or warnings	Console log review	Error detection

Verification Points

Primary_Verification: Reconnection flow works consistently across all supported browsers without functionality loss
Secondary_Verifications:
- UI consistency and proper styling across browsers
- JavaScript functionality works identically
- Responsive design functions on different screen sizes
- No browser-specific errors or warnings
Negative_Verification:
- No browser-specific functionality failures
- No visual inconsistencies or broken layouts
- Performance remains acceptable across all browsers

CIS01US11_TC_032-Verify handling of duplicate customer records and data conflicts

Title: Verify handling of duplicate customer records and data conflicts
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

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Engineering, Customer-All, Risk-High, Business-Medium, Revenue-Impact-Medium, Integration-Point, EdgeCase

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

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Data-Deduplication, Customer-Database
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Data-Integrity, Edge-Case-Testing
Trend_Tracking: Yes
Executive_Visibility: No
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: Data integrity and duplicate handling requirements
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_031, CIS01US11_TC_033

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Customer database with test duplicate records, Data validation service
Performance_Baseline: < 3 seconds for duplicate resolution
Data_Requirements: Test customers with duplicate/similar records

Prerequisites

Setup_Requirements: Test database with duplicate customer records prepared
User_Roles_Permissions: CSR access level
Test_Data: Duplicate customers: John Smith (ACC-10058624), John Smith (ACC-20043651), Conflicting data scenarios
Prior_Test_Cases: CIS01US11_TC_031

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Search for customer with duplicate records	System displays disambiguation options with clear distinctions	"John Smith" (multiple records)	Duplicate detection
2	Verify duplicate record display	Both records shown with distinguishing information (account numbers, addresses)	John Smith records with different account numbers	Record differentiation
3	Check unique identification requirement	System requires additional identifier to select correct customer	Account number verification needed	Unique identification
4	Select customer using account number	Correct customer record selected and verified	ACC-10058624 vs ACC-20043651	Account-based selection
5	Test with similar but not identical names	System handles near-matches appropriately	"John Smith" vs "Jon Smith"	Similarity handling
6	Create request for customer with conflicting data	System flags data conflicts and requests verification	Customer with address discrepancies	Conflict detection
7	Verify conflict resolution workflow	System provides clear options for resolving data conflicts	Data conflict resolution interface	Resolution process
8	Test existing pending request scenario	Attempt reconnection for customer with pending request	Customer with existing RCN-2025-001235	Duplicate prevention
9	Verify duplicate request prevention	System prevents creating duplicate reconnection requests	Error: "Pending request already exists"	Duplicate blocking
10	Check data consistency validation	System validates data integrity across all customer fields	Cross-field data validation	Consistency checks
11	Test merge candidate detection	System identifies potential merge candidates for similar records	Similar customer records	Merge detection
12	Verify manual override capability	Authorized users can override duplicate detection when necessary	Supervisor override scenario	Override functionality
13	Check audit trail for duplicate handling	All duplicate resolution actions logged for audit	Duplicate handling audit log	Audit compliance
14	Test recovery from data conflicts	System provides clear path for resolving unresolvable conflicts	Escalation workflow	Conflict resolution

Verification Points

Primary_Verification: System properly handles duplicate records and data conflicts with clear resolution paths
Secondary_Verifications:
- Clear disambiguation for duplicate records
- Effective conflict detection and resolution
- Prevention of duplicate requests
- Complete audit trail for duplicate handling
Negative_Verification:
- No data corruption from duplicate handling
- No bypass of duplicate detection safeguards
- No unresolved conflicts that block workflow

CIS01US11_TC_033-Verify system behavior with network interruptions and service unavailability

Title: Verify system behavior with network interruptions and service unavailability
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

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P3-Medium, Phase-Regression, Type-Functional, Platform-Web, Report-Engineering, Customer-All, Risk-Medium, Business-Medium, Revenue-Impact-Low, Integration-Point, EdgeCase

Business Context

Customer_Segment: All
Revenue_Impact: Low
Business_Priority: Could-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: Low
Data_Sensitivity: Low
Failure_Impact: Medium

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Network-Recovery, Error-Handling
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Reliability-Testing, Error-Handling
Trend_Tracking: Yes
Executive_Visibility: No
Customer_Impact_Level: Medium

Requirements Traceability

Related_Requirements: System reliability and error handling requirements
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_032, CIS01US11_TC_034

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Network simulation tools, Service availability controls
Performance_Baseline: Graceful degradation during service interruptions
Data_Requirements: Partially completed forms for interruption testing

Prerequisites

Setup_Requirements: Network simulation tools available, ability to control service availability
User_Roles_Permissions: CSR access level
Test_Data: Partially completed reconnection form data
Prior_Test_Cases: CIS01US11_TC_032

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Begin filling reconnection form	Form partially completed with customer and reason data	John Smith, Payment Completed	Form preparation
2	Simulate network interruption during form submission	System displays appropriate error message and preserves form data	Network disconnection simulation	Network interruption
3	Verify form data preservation	Previously entered data remains in form fields	Form data retained	Data preservation
4	Check auto-save functionality	System automatically saves form progress during entry	Auto-save indicators	Auto-save validation
5	Restore network connection	System detects restored connection and enables retry	Network reconnection	Connection restoration
6	Test automatic retry mechanism	System attempts to complete interrupted operation	Automatic retry attempt	Retry functionality
7	Simulate backend service unavailability	Clear error message when customer database unavailable	Service outage simulation	Service dependency
8	Verify graceful error messaging	User-friendly error messages explain service unavailability	"Service temporarily unavailable"	Error messaging
9	Check fallback functionality	System continues basic operations when possible	Limited functionality available	Graceful degradation
10	Test service health monitoring	System detects and reports service availability status	Service status indicators	Health monitoring
11	Simulate partial service restoration	System adapts to partially available services	Partial service availability	Partial recovery
12	Verify complete service recovery	System resumes full functionality when all services restored	Full service restoration	Complete recovery
13	Test timeout handling	System handles long-running operations with appropriate timeouts	Long operation simulation	Timeout management
14	Check user notification of issues	Users informed of service issues and estimated resolution	Service issue notifications	User communication

Verification Points

Primary_Verification: System handles network interruptions and service unavailability gracefully without data loss
Secondary_Verifications:
- Form data preservation during interruptions
- Clear error messages for service issues
- Automatic retry mechanisms function correctly
- Graceful degradation when services unavailable
Negative_Verification:
- No data loss during network interruptions
- No system crashes or unrecoverable errors
- No indefinite hanging without user feedback

CIS01US11_TC_034- Verify VIP customer priority handling and special processing

Title: Verify VIP customer priority handling and special processing
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

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Product, Customer-VIP, Risk-Medium, Business-High, Revenue-Impact-High, Integration-Point, HappyPath

Business Context

Customer_Segment: VIP
Revenue_Impact: High
Business_Priority: Must-Have
Customer_Journey: Support
Compliance_Required: No
SLA_Related: Yes

Quality Metrics

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

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, VIP-Management, Priority-System
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Product
Report_Categories: Quality-Dashboard, VIP-Experience, Priority-Management
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: VIP customer handling as mentioned in sample data
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_033, CIS01US11_TC_035

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: VIP management system, Priority queue system, SLA management
Performance_Baseline: Enhanced SLA targets for VIP customers
Data_Requirements: VIP customer records configured in system

Prerequisites

Setup_Requirements: VIP customers configured with appropriate flags and enhanced SLAs
User_Roles_Permissions: CSR access level
Test_Data: VIP customer: John Smith VIP (ACC-10058624), Regular customer: Maria Garcia (ACC-20043651)
Prior_Test_Cases: CIS01US11_TC_033

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Search and select VIP customer	Customer displayed with prominent VIP badge/indicator	John Smith VIP (ACC-10058624)	VIP identification
2	Verify VIP badge visibility	VIP badge clearly visible in customer name display	"John Smith VIP" with badge	VIP badge display
3	Create reconnection request for VIP	Request automatically assigned high priority	Priority: High (auto-assigned)	Priority escalation
4	Check VIP-specific SLA targets	Enhanced SLA targets applied automatically	Acknowledgement: 1 hour, Resolution: 12 hours	Enhanced SLA
5	Verify priority queue placement	VIP request appears at top of priority queue	VIP request listed first	Queue prioritization
6	Check VIP notification flags	Internal notifications flag VIP status for team awareness	"Customer has VIP status, prioritizing"	Team awareness
7	Compare with regular customer processing	Regular customer gets standard priority and SLA	Maria Garcia: Standard priority, Standard SLA	Comparison validation
8	Verify VIP escalation workflow	VIP requests automatically escalate faster	Supervisor notification for VIP	Escalation process
9	Check VIP service level differentiation	Enhanced service options available for VIP	Premium service options visible	Service differentiation
10	Test VIP communication templates	VIP-specific communication templates available	Enhanced VIP email templates	VIP communications
11	Verify VIP reporting segregation	VIP requests tracked separately in reports	VIP metrics in dashboard	VIP reporting
12	Check VIP override capabilities	VIP requests can override certain standard restrictions	VIP bypass options available	Override functionality
13	Test non-VIP customer restrictions	Regular customers don't receive VIP treatment	No VIP benefits for regular customers	Access restriction
14	Verify VIP audit trail	VIP handling logged for compliance and review	VIP-specific audit entries	VIP audit compliance

Verification Points

Primary_Verification: VIP customers receive appropriate priority handling and special processing with enhanced service levels
Secondary_Verifications:
- VIP badge prominently displayed throughout workflow
- Automatic priority assignment and enhanced SLAs
- Proper queue prioritization and escalation
- VIP-specific service options and communications
Negative_Verification:
- Non-VIP customers don't receive VIP treatment
- VIP status cannot be artificially applied
- Regular customers properly segregated from VIP processes

CIS01US11_TC_035-Verify boundary conditions for date selections and character limits

Title: Verify boundary conditions for date selections and character limits
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

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P3-Medium, Phase-Regression, Type-Functional, Platform-Web, Report-QA, Customer-All, Risk-Low, Business-Medium, Revenue-Impact-Low, Integration-Point, EdgeCase

Business Context

Customer_Segment: All
Revenue_Impact: Low
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: 4 minutes
Reproducibility_Score: High
Data_Sensitivity: Low
Failure_Impact: Low

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Input-Validation, Boundary-Testing
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: QA
Report_Categories: Quality-Dashboard, Boundary-Testing, Input-Validation
Trend_Tracking: No
Executive_Visibility: No
Customer_Impact_Level: Low

Requirements Traceability

Related_Requirements: Input validation and boundary condition requirements
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_034, CIS01US11_TC_036

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Input validation service, Date validation service, Character counting
Performance_Baseline: < 1 second for validation responses
Data_Requirements: Boundary test data sets prepared

Prerequisites

Setup_Requirements: Input validation rules configured for boundary testing
User_Roles_Permissions: CSR access level
Test_Data: Boundary test strings: exactly 250 characters, 251 characters, edge case dates, special characters
Prior_Test_Cases: CIS01US11_TC_034

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Test date picker with today's date	Today's date accepted as minimum valid date	Current date: June 20, 2025	Minimum date boundary
2	Attempt to select yesterday's date	Past date rejected with appropriate error message	June 19, 2025 (should be blocked)	Past date validation
3	Test very far future date	System accepts reasonable future dates within business limits	December 31, 2025	Maximum date boundary
4	Test extreme future date	System rejects unreasonably far future dates	January 1, 2030	Extreme date validation
5	Enter exactly 250 characters in notes	Text accepted without error, counter shows 250/250	250-character test string	Character limit boundary
6	Attempt to enter 251st character	System prevents input or shows validation error	Try typing additional character	Character limit enforcement
7	Test copy/paste exceeding limit	System truncates or validates pasted content appropriately	Paste 300-character string	Paste validation
8	Test special characters in customer search	Search handles special characters appropriately	"O'Brien", "Smith-Jones", "José García"	Special character handling
9	Test Unicode character support	System handles international characters correctly	"José García", "北京", "Müller"	Unicode validation
10	Verify empty field handling	Required fields show appropriate validation when empty	Leave required fields blank	Empty field validation
11	Test maximum string lengths	System handles maximum allowed input lengths	Maximum length test strings	Maximum boundary
12	Check numeric input boundaries	Numeric fields validate minimum and maximum values	Test extreme numeric values	Numeric boundaries
13	Test whitespace handling	System properly handles leading/trailing whitespace	" John Smith "	Whitespace validation
14	Verify special date scenarios	System handles leap years, month boundaries correctly	February 29, 2024 (leap year)	Date edge cases
15	Test mixed content validation	System validates mixed content types appropriately	Text with numbers, symbols	Mixed content validation

Verification Points

Primary_Verification: System properly handles boundary conditions for all input fields with appropriate validation
Secondary_Verifications:
- Date limits enforced correctly
- Character limits prevent data overflow
- Special characters handled appropriately
- Unicode support for international content
Negative_Verification:
- Invalid boundary values rejected with clear error messages
- No system crashes or data corruption at boundaries
- Validation messages guide users to correct input

CIS01US11_TC_036-Verify end-to-end data flow from request creation to billing activation

Title: Verify end-to-end data flow from request creation to billing activation
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

Enhanced Tags for 17 Reports Support

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: 8 minutes
Reproducibility_Score: High
Data_Sensitivity: High
Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Customer-Management, Billing-System, Meter-Management, Communication-Service
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Integration-Testing, End-to-End-Validation
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: Complete workflow integration (All ACs)
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_035, CIS01US11_TC_037

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: All system integrations, Customer database, Billing system, Meter management, Communication service
Performance_Baseline: Complete workflow < 30 seconds
Data_Requirements: Clean customer data, available meters, configured billing plans

Prerequisites

Setup_Requirements: All integrated systems operational, clean test data
User_Roles_Permissions: CSR with full workflow permissions
Test_Data: John Smith (Inactive), Standard Residential Plan, Available meters: EM-123456, WM-789012
Prior_Test_Cases: CIS01US11_TC_035

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Create new reconnection request	Request initiated with proper customer verification	John Smith, ACC-10058624	Request initiation
2	Complete customer verification	Customer data auto-populated and locked	Customer details populated	Customer integration
3	Select reconnection reason	Reason code mapped and priority assigned	Payment Completed → RC-001, Priority: High	Business rule integration
4	Set preferred schedule	Date and time slot validation and storage	June 25, 2025, 10:00-12:00 PM	Schedule management
5	Submit initial request	Request created with system-generated ID and SLA targets	RCN-2025-001234, SLA targets set	Request creation
6	Acknowledge request	Status transitions and timeline logging	Status: Pending → In-progress	Status management
7	Navigate to Plan tab	Plans filtered by customer category	Only residential plans visible	Plan integration
8	Select billing plan	Plan selection stored and integrated	Standard Residential Plan selected	Plan management
9	Navigate to Activate tab	Meter assignment interface loaded	Utility services displayed	Meter integration
10	Assign electricity meter	Meter selected and reading requirements displayed	EM-123456 assigned	Meter assignment
11	Enter electricity readings	Reading data validated and stored	5824 kWh, 2025-05-15	Reading integration
12	Assign water meter	Water meter selected and configured	WM-789012 assigned	Water meter assignment
13	Enter water readings	Water reading data validated and stored	2845 gallons, 2025-05-15	Water reading integration
14	Execute reconnection and activation	Complete activation process triggered	Click "Reconnect and Activate"	Activation trigger
15	Verify customer status update	Customer status changed to Active across all systems	Status: Active in all systems	Status synchronization
16	Check meter assignments	Meters properly assigned to customer account	Meters linked to customer	Meter integration
17	Verify billing system integration	Billing activation triggered with correct plan	Billing system activated	Billing integration
18	Check service activation	All utility services activated properly	Electricity and Water services active	Service activation
19	Verify communication triggers	Appropriate notifications sent to customer	Activation email sent	Communication integration
20	Validate timeline completeness	Complete workflow logged in timeline	All activities logged	Timeline integration
21	Check data consistency	All related systems updated with consistent data	Cross-system data validation	Data consistency
22	Verify audit trail completeness	Complete audit trail for compliance	All actions audited	Audit integration

Verification Points

Primary_Verification: Complete end-to-end data flow works correctly with all system integrations functioning properly
Secondary_Verifications:
- Data consistency maintained across all integrated systems
- Status synchronization works across all modules
- All business rules applied correctly throughout workflow
- Complete audit trail and timeline logging
Negative_Verification:
- No data discrepancies between integrated systems
- No partial activations or incomplete processes
- No integration failures or data corruption

CIS01US11_TC_037- Verify dashboard KPI calculations and real-time updates

Title: Verify dashboard KPI calculations and real-time updates
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

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Product, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-Point, HappyPath

Business Context

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

Quality Metrics

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

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Analytics-Engine, Dashboard-Service
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Product
Report_Categories: Quality-Dashboard, Analytics-Validation, KPI-Tracking
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: Medium

Requirements Traceability

Related_Requirements: Dashboard KPIs as mentioned in user story comments
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_036, CIS01US11_TC_038

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Analytics engine, Dashboard service, Real-time data pipeline
Performance_Baseline: KPI updates < 5 seconds
Data_Requirements: Multiple requests in various statuses for KPI calculation

Prerequisites

Setup_Requirements: Dashboard KPIs configured, multiple test requests in different statuses
User_Roles_Permissions: CSR access level
Test_Data: Requests in statuses: Pending (3), In-progress (5), On hold (2), Completed (8), Rejected (1)
Prior_Test_Cases: CIS01US11_TC_036

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Access reconnection dashboard	Dashboard loads with current KPI display	Dashboard interface	Dashboard access
2	Verify "Pending Reconnections" KPI	Count includes Pending, In-progress, On hold status requests	Expected count: 10 (3+5+2)	Pending KPI calculation
3	Check "Completed" reconnections KPI	Count includes only requests with Completed status	Expected count: 8	Completed KPI calculation
4	Verify "Average Processing Time" KPI	Shows average days for completing reconnections	Calculated from completed requests	Processing time KPI
5	Check "Rejected" reconnections KPI	Count includes only requests with Rejected status	Expected count: 1	Rejected KPI calculation
6	Verify KPI calculation accuracy	Manual count matches dashboard display	Cross-reference with actual data	Accuracy validation
7	Create new pending request	Submit new reconnection request	New request: RCN-2025-001235	New request creation
8	Check real-time KPI update	Pending count increases by 1 immediately	Pending count: 11 (10+1)	Real-time update validation
9	Acknowledge the new request	Change status from Pending to In-progress	Status: Pending → In-progress	Status change
10	Verify KPI adjustment	Pending count remains same, composition changes	Pending: 11 (2+6+2, composition changed)	KPI composition update
11	Complete an existing request	Change status to Completed	Existing request completed	Completion action
12	Check completion KPI update	Completed count increases, Pending decreases	Completed: 9, Pending: 10	Completion KPI update
13	Verify average processing time recalculation	Average updates with new completion data	Recalculated average	Average recalculation
14	Test KPI refresh functionality	Manual refresh updates all KPIs	Refresh button functionality	Manual refresh
15	Check KPI historical trends	KPIs show trend indicators (up/down arrows)	Trend indicators visible	Trend visualization
16	Verify KPI filtering by date range	KPIs can be filtered by specific date ranges	Date range filter applied	Date filtering

Verification Points

Primary_Verification: Dashboard KPIs calculate correctly and update in real-time with accurate counts and calculations
Secondary_Verifications:
- All status categories properly counted
- Average processing time calculated accurately
- Real-time updates function immediately
- Trend indicators and filtering work correctly
Negative_Verification:
- KPIs don't include incorrect status requests
- No double-counting or missing requests
- Calculations remain accurate during rapid status changes

CIS01US11_TC_038- Verify Customer Service Representative complete workflow

Title: Verify Customer Service Representative complete workflow
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: Acceptance
Automation Status: Manual

Enhanced Tags for 17 Reports Support

Tags: MOD-CX-Backoffice, P1-Critical, Phase-Acceptance, Type-Functional, Platform-Web, Report-CSM, Customer-All, Risk-High, Business-Critical, Revenue-Impact-High, Integration-Point, HappyPath

Business Context

Customer_Segment: All
Revenue_Impact: High
Business_Priority: Must-Have
Customer_Journey: Support
Compliance_Required: Yes
SLA_Related: Yes

Quality Metrics

Risk_Level: High
Complexity_Level: High
Expected_Execution_Time: 10 minutes
Reproducibility_Score: High
Data_Sensitivity: High
Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, All-Workflow-Components
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: CSM
Report_Categories: Quality-Dashboard, User-Workflow, Role-Validation
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: CSR workflow requirements (All relevant ACs)
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_037, CIS01US11_TC_039

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Complete system integration, CSR role permissions
Performance_Baseline: Complete workflow < 15 minutes
Data_Requirements: Customer requiring reconnection, available resources

Prerequisites

Setup_Requirements: CSR user account with appropriate permissions
User_Roles_Permissions: CSR access level with reconnection permissions
Test_Data: John Smith (disconnected customer), Standard plan, Available meters, Communication templates
Prior_Test_Cases: CIS01US11_TC_037

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	CSR logs into system	Successful authentication and dashboard access	CSR credentials	Authentication validation
2	Access reconnection module	Module loads with proper CSR permissions	Reconnection module accessible	Module access
3	Search for customer requiring reconnection	Customer found and details displayed	Search: "John Smith"	Customer search
4	Verify customer identity	Customer verification process completed	ACC-10058624 verified	Identity verification
5	Review customer history	Previous disconnection reason and payment status reviewed	Customer history accessible	History review
6	Create reconnection request	Request initiated with all required information	Request details entered	Request creation
7	Select appropriate billing plan	Plan chosen based on customer category and preferences	Standard Residential Plan	Plan selection
8	Calculate reconnection fees	Fees calculated and displayed for customer approval	Reconnection fees calculated	Fee calculation
9	Obtain customer approval	Customer approval documented in system	Approval obtained and recorded	Customer approval
10	Submit reconnection request	Request submitted and system ID generated	RCN-2025-001236 created	Request submission
11	Acknowledge request for processing	Status changed to In-progress	Status: Pending → In-progress	Request acknowledgement
12	Coordinate with field operations	Service order created for field team	SO-2025-002 created	Field coordination
13	Send status update to customer	Communication sent using appropriate template	Status update email sent	Customer communication
14	Monitor request progress	Timeline and status tracked throughout process	Progress monitoring active	Progress tracking
15	Handle customer inquiries	Respond to customer questions about status	Customer inquiry handled	Customer service
16	Process plan activation	Assist with meter assignment and readings	Meters assigned, readings entered	Plan activation
17	Complete reconnection process	Final activation and customer notification	Reconnection completed	Process completion
18	Generate and provide receipt	Receipt created and provided to customer	Receipt generated	Documentation
19	Close request with resolution	Request marked as completed with proper closure	Request closed: Issue resolved	Request closure
20	Document lessons learned	Any process improvements noted	Documentation updated	Process improvement

Verification Points

Primary_Verification: CSR can complete full reconnection workflow with appropriate access and functionality
Secondary_Verifications:
- All CSR permissions function correctly
- Customer communication capabilities work properly
- Field coordination tools accessible and functional
- Progress monitoring and status updates available
Negative_Verification:
- CSR cannot access unauthorized functions
- Workflow cannot be bypassed or shortcuts taken
- All required approvals and verifications enforced

CIS01US11_TC_039-Verify Field Operations Technician workflow integration

Title: Verify Field Operations Technician workflow integration
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: Acceptance
Automation Status: Manual

Enhanced Tags for 17 Reports Support

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

Business Context

Customer_Segment: All
Revenue_Impact: High
Business_Priority: Must-Have
Customer_Journey: Support
Compliance_Required: Yes
SLA_Related: Yes

Quality Metrics

Risk_Level: High
Complexity_Level: High
Expected_Execution_Time: 8 minutes
Reproducibility_Score: High
Data_Sensitivity: High
Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Field-Operations, Work-Order-System
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Field-Integration, Work-Order-Management
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: Field technician workflow (Work order and completion process)
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_038, CIS01US11_TC_040

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Work order system, Field operations integration, Mobile connectivity simulation
Performance_Baseline: Work order processing < 10 seconds
Data_Requirements: Active service orders, meter inventory, customer location data

Prerequisites

Setup_Requirements: Service order created by CSR, field technician account available
User_Roles_Permissions: Field technician access level
Test_Data: Service Order SO-2025-002, Customer location, Available meters for installation
Prior_Test_Cases: CIS01US11_TC_038 (Service order creation required)

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Field technician receives work order	Work order appears in technician's queue with all details	SO-2025-002 received	Work order delivery
2	Review work order details	All customer and property information accessible	Customer details, address, requirements	Work order review
3	Check meter inventory requirements	Required meter types and specifications displayed	Meter requirements visible	Inventory check
4	Update work order status	Status changed to "In Progress"	SO Status: Scheduled → In Progress	Status update
5	Navigate to customer location	GPS/mapping integration provides directions	Customer address navigation	Location services
6	Arrive at property location	Check-in functionality records arrival	Arrival timestamp recorded	Location verification
7	Assess existing infrastructure	Document current meter location and conditions	Infrastructure assessment	Site assessment
8	Select appropriate meter	Choose meter from inventory based on requirements	Meter EM-123457 selected	Meter selection
9	Install electricity meter	Meter installation process documented	Meter installed and tested	Installation process
10	Record meter serial numbers	All meter identification data captured	Serial numbers recorded	Meter documentation
11	Test meter functionality	Meter testing and calibration completed	Meter functionality verified	Testing validation
12	Install water meter	Water meter installation completed	Water meter WM-789013 installed	Water installation
13	Take completion photos	Photo documentation of completed installation	Installation photos captured	Visual documentation
14	Record final meter readings	Initial readings captured for billing	Final readings recorded	Reading capture
15	Update work order to completed	Status changed to "Completed" with all documentation	SO Status: Completed	Completion update
16	Submit completion notification	Billing team automatically notified of completion	Completion notification sent	Integration trigger
17	Verify system integration	Reconnection request status updated automatically	Request status reflects completion	System integration
18	Check meter assignment	Meters properly assigned to customer account	Meters linked to customer	Assignment validation

Verification Points

Primary_Verification: Field technician workflow integrates properly with reconnection system and triggers appropriate updates
Secondary_Verifications:
- Work order information complete and accurate
- Status updates reflect in main system immediately
- Meter assignments process correctly
- Completion triggers billing activation workflow
Negative_Verification:
- Incomplete work orders don't trigger false completions
- Status updates cannot be bypassed or falsified
- Integration failures properly handled and reported

CIS01US11_TC_040-Verify Billing Specialist automated workflow activation

Title: Verify Billing Specialist automated workflow activation
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: Acceptance
Automation Status: Manual

Enhanced Tags for 17 Reports Support

Business Context

Customer_Segment: All
Revenue_Impact: High
Business_Priority: Must-Have
Customer_Journey: Billing
Compliance_Required: Yes
SLA_Related: Yes

Quality Metrics

Risk_Level: High
Complexity_Level: High
Expected_Execution_Time: 6 minutes
Reproducibility_Score: High
Data_Sensitivity: High
Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Services-CX, API, Billing-System, Customer-Management, Communication-Service
Code_Module_Mapped: CX-Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: Quality-Dashboard, Billing-Integration, Revenue-Management
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: Billing specialist workflow automation (Billing activation process)
Related_Bugs: N/A
Related_Test_Cases: CIS01US11_TC_039, Complete test suite

Test Environment

Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Billing system integration, Customer management system, Email service
Performance_Baseline: Billing activation < 30 seconds
Data_Requirements: Completed field work, selected billing plan, customer account data

Prerequisites

Setup_Requirements: Field work completed, billing integration active
User_Roles_Permissions: Billing specialist access level
Test_Data: Completed reconnection: John Smith, Standard plan selected, Meters installed and readings recorded
Prior_Test_Cases: CIS01US11_TC_039 (Field completion required)

Test Procedure

Step	Action	Expected Result	Test Data	Comments
1	Field completion notification received	Billing specialist automatically notified of completion	Completion notification appears	Automated notification
2	Access reconnection request details	All request and field completion data accessible	Request details available	Data accessibility
3	Review selected billing plan	Plan selection visible with all features and rates	Standard Residential Plan details	Plan review
4	Verify meter installation data	Completed meter installations and readings displayed	Meter data: EM-123457, WM-789013 with readings	Installation verification
5	Review customer account status	Customer status shows as ready for billing activation	Customer status: Ready for activation	Account status
6	Calculate reconnection fees	Fees automatically calculated based on plan and customer type	Reconnection fees calculated	Fee calculation
7	Process required deposits	Security deposits calculated and applied if required	Deposits processed	Deposit handling
8	Create or reactivate billing account	Customer billing account activated with selected plan	Billing account active	Account activation
9	Apply billing plan rates	Rate structure applied according to selected plan	Standard residential rates applied	Rate application
10	Set up automated billing cycle	Billing cycle configured based on meter reading schedule	Monthly billing cycle set	Billing schedule
11	Configure payment methods	Available payment methods activated for customer	Payment methods configured	Payment setup
12	Activate billing for reconnected service	Billing fully activated and first bill cycle initiated	Billing activation complete	Service activation
13	Generate welcome packet	Customer welcome materials prepared with billing information	Welcome packet generated	Customer materials
14	Schedule first bill generation	First bill scheduled based on meter reading cycle	First bill scheduled	Billing schedule
15	Send activation confirmation	Confirmation sent to customer service team	Activation confirmation sent	Team notification
16	Update customer communication	Customer notified of successful reconnection and billing activation	Customer notification sent	Customer communication
17	Verify billing system integration	All billing data properly integrated and accessible	Billing integration confirmed	System integration
18	Complete workflow documentation	All billing activation steps documented for audit	Workflow documented	Audit compliance

Verification Points

Primary_Verification: Billing specialist workflow activates automatically with proper integration and billing system activation
Secondary_Verifications:
- Automated notifications trigger billing workflow
- Fee calculations accurate and applied correctly
- Billing plan rates configured properly
- Customer communications sent appropriately
Negative_Verification:
- Billing doesn't activate without proper field completion
- Incomplete data doesn't trigger billing activation
- Fee calculations cannot be bypassed or incorrect

COMPLETE TEST SUITE SUMMARY

Test Coverage Statistics:

✅ 40 Test Cases Total - Complete coverage of all acceptance criteria
✅ 100% AC Coverage - Every acceptance criteria mapped to test cases
✅ All User Roles - CSR, Field Technician, Billing Specialist workflows validated
✅ Multiple Test Types - Functional, Integration, Performance, Security, UI testing

Priority Distribution:

🎯 P1-Critical: 24 tests (60%) - Core business functionality, security, revenue impact
📊 P2-High: 12 tests (30%) - Important features, integration points, user experience
📋 P3-Medium: 4 tests (10%) - Edge cases, minor improvements, boundary testing

Test Execution Strategy:

⚡ Smoke Suite (4 tests) - Execute on every build (~15 minutes)
🔄 Regression Suite (36 tests) - Execute before releases (~4 hours)
🎯 Full Suite (40 tests) - Execute weekly/major releases (~8 hours)

Integration Coverage:

🌐 End-to-End Workflow - Complete customer journey validation
🔗 System Integration - All external system touchpoints tested
👥 Multi-Role Workflow - Cross-functional process validation
📊 Real-time Updates - Dashboard and KPI validation