Service Request Management (CIS01US06)

Functional Coverage:

Total Test Cases: 12

Total Acceptance Criteria: 20

Coverage Percentage: 100%




1. Test Scenario Analysis

A. Functional Test Scenarios

Core Functionality Scenarios

1. Service Request Creation Workflow (Steps 1-4)
2. • Customer information entry and validation
   • Service selection and configuration
   • Service details and scheduling
   • Payment processing and confirmation
   • Receipt generation and delivery
2. Service Request Management
3. • Service request detail view operations
   • Status lifecycle management (Pending → In-Progress → On Hold → Completed)
   • Quick actions execution
   • Communication tracking
3. SLA Tracking and Monitoring
4. • Real-time SLA countdown functionality
   • Automated alert generation at thresholds
   • SLA breach handling and escalation
   • Performance dashboard updates

Business Rules Scenarios

1. Customer Information Validation
2. • Account number lookup and auto-population
   • Address verification against account
   • Contact information format validation
2. Service Selection Rules
3. • Service category filtering and display
   • Price calculation and display
   • Service eligibility validation
3. Payment Processing Rules
4. • Payment method validation
   • Payment timing option enforcement
   • Terms and conditions acceptance

User Journey Scenarios

1. Call Center Representative End-to-End Journey
2. • Login → Dashboard → Create Request → Monitor SLA → Customer Communication → Request Resolution
2. Customer Executive In-Person Journey
3. • Customer Walk-in → Request Creation → Receipt Generation → Service Scheduling → Follow-up

Integration Point Scenarios

1. SMART360 Module Integration
2. • Customer database synchronization
   • Billing system integration
   • Asset management coordination
2. External System Integration
3. • Email/SMS notification services
   • Payment gateway integration
   • Third-party vendor coordination

B. Non-Functional Test Scenarios

Performance Scenarios

1. Response Time Testing
2. • Page load times (<3 seconds)
   • API response times (<500ms)
   • Receipt generation time (<30 seconds)
2. Concurrent User Testing
3. • 50+ concurrent call center representatives
   • Peak hour load simulation
   • Database performance under load

Security Scenarios

1. Authentication and Authorization
2. • Role-based access control validation
   • Session management and timeout
   • Password policy enforcement
2. Data Protection
3. • PII data handling compliance
   • Input validation and sanitization
   • Audit trail verification

Compatibility Scenarios

1. Cross-Browser Testing
2. • Chrome, Firefox, Safari, Edge (latest 2 versions)
   • Mobile responsive design validation
   • Feature compatibility across browsers
2. Cross-Platform Testing
3. • Windows 10/11, macOS 12+
   • iOS 16+, Android 13+
   • Various screen resolutions

C. Edge Case & Error Scenarios

Boundary Conditions

1. Data Limits Testing
2. • Maximum character limits in text fields
   • Date range boundaries
   • File size limits for attachments
2. System Capacity Testing
3. • Maximum concurrent requests
   • Database connection limits
   • Memory usage boundaries

Invalid Input Scenarios

1. Data Validation Testing
2. • Invalid account numbers
   • Malformed email addresses
   • Invalid phone number formats
2. Security Testing
3. • SQL injection attempts
   • XSS attack prevention
   • CSRF protection validation

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2. Detailed Test Cases

Test Case 1: Service Request Creation - Happy Path

Test Case Metadata

Test Case ID: CIS01US06_TC_001
Title: Create new service request with valid customer information and complete workflow
Created By: QA Team
Created Date: June 04, 2025
Version: 1.0

Classification

Module/Feature: Service Request Creation
Test Type: Functional
Test Level: System
Priority: P1-Critical
Execution Phase: Smoke
Automation Status: Manual

Enhanced Tags for 17 Reports Support

Tags: MOD-ServiceRequest, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-Engineering, Customer-All, Risk-Low, Business-Critical, Revenue-Impact-High, Integration-End-to-End, Workflow-Complete
HappyPath, OnbService, CxService, MxService, Database

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: Low
Complexity_Level: Medium
Expected_Execution_Time: 5 minutes
Reproducibility_Score: High
Data_Sensitivity: Medium
Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 85%
Integration_Points: Customer DB, Billing System, Notification Service
Code_Module_Mapped: CxBackoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Product
Report_Categories: Quality-Dashboard, Module-Coverage, SLA-Compliance
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC1, AC2, AC5, AC11
Related_Bugs: N/A
Related_Test_Cases: CIS01US06_TC_002, CIS01US06_TC_015

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
Dependencies: Customer Database, Payment Gateway, Email Service
Performance_Baseline: <3 seconds page load
Data_Requirements: Valid customer accounts in database

Prerequisites

Setup_Requirements: Service Request module enabled, Payment gateway configured
User_Roles_Permissions: Utility Admin
Test_Data: Customer Account: ACT-789456, Service: Water Connection
Prior_Test_Cases: User authentication completed

Test Procedure

Step #	Action	Expected Result	Test Data	Comments
1	Navigate to Service Requests dashboard	Dashboard loads within 3 seconds showing KPI cards	URL: /service-requests	Verify KPI data
2	Click "Create Service Request" button	Service request creation form opens on Step 1	Button: Create Service Request	Form should show step indicator
3	Enter account number in Account Number field	Field accepts input, Look Up button enabled	Account: ACT-789456	Field validation active , consumer should active with account no.
4	Click "Look Up" button	Customer details auto-populate within 2 seconds	Action: Look Up	Verify all fields populated And all fields are Read-only after lookup
5	Verify customer name auto-populated	Name field shows "John Smith"	Expected: John Smith	Read-only after lookup
6	Verify service address auto-populated	Address shows "123 Main Street, Pune"	Expected: 123 Main Street, Pune	Address validation
7	Verify contact phone number auto-populated	Phone number show (987) 654-3210	Phone: (987) 654-3210	Format validation
8	Verify contact email number auto-populated	Email show : john.smith@email.com	Email: john.smith@email.com	Format validation
9	Click "Continue" button	Advances to Step 2 - Select Service	Action: Continue	Step indicator updates
10	Search for "Water Connection" in service search	Service appears in Available Services	Search: Water Connection	Service filtering works
11	Click "Select" for Water Connection service	Service selected, Continue button enabled	Service: Water Connection - $150.00	Price displayed correctly
12	Click "Continue" to Step 3	Service Details form loads	Action: Continue	Step 3 form displayed
13	Enter preferred date	Date picker accepts future date	Date: 06/15/2025	Date validation
14	Select preferred time slot	Dropdown shows available times	Time: 2:00 PM - 4:00 PM	Time slot availability
15	Enter additional instructions	Text area accepts input	Text: "Please call before arrival"	Character limit validation
16	Click "Continue" to Step 4	Payment & Review form loads	Action: Continue	All data carried forward
17	Select "Pay Now" payment option	Pay Now option highlighted as default	Option: Pay Now	Visual indication
18	Select "Cash" payment method	Cash payment details form appears	Method: Cash	Form fields displayed
19	Enter payment amount	Amount field accepts currency value	Amount: 150.00	Currency formatting
20	Enter cash received amount	Cash received field accepts value	Cash Received: 150.00	Calculation validation
21	Select payment date	Date picker shows current date	Date: 06/04/2025	Current date default
22	Check "I agree to terms and conditions"	Checkbox selected, Submit button enabled	Action: Check terms	Button state change
23	Click "Submit Request" button	Request submitted, confirmation page loads	Action: Submit	Success message
24	Verify service request number generated	Unique SR number in format SR-###### displayed	Format: SR-250604-001	Number format validation
25	Verify receipt generation	PDF receipt generated and download option available	File: Service_Receipt_SR-250604-001.pdf	Receipt content validation

Verification Points

Primary_Verification: Service request successfully created with unique SR number
Secondary_Verifications: Customer data populated correctly, Payment processed, Receipt generated
Negative_Verification: No error messages displayed, No data loss during navigation

---

Test Case 2: Service Request Creation - Invalid Account Number

Test Case Metadata

Test Case ID: CIS01US06_TC_002
Title: Verify error handling for invalid account number during customer lookup
Created By: QA Team
Created Date: June 04, 2025
Version: 1.0

Classification

Module/Feature: Service Request Creation
Test Type: Functional
Test Level: System
Priority: P2-High
Execution Phase: Regression
Automation Status: Automated

Enhanced Tags for 17 Reports Support

Tags: MOD-ServiceRequest, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-QA, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-Point, Error-Handling
Negative, OnbService, CxService, Database

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

Coverage Tracking

Feature_Coverage: 15%
Integration_Points: Customer DB
Code_Module_Mapped: CxBackoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: QA
Report_Categories: Error-Handling, Input-Validation
Trend_Tracking: Yes
Executive_Visibility: No
Customer_Impact_Level: Medium

Requirements Traceability

Related_Requirements: BR-Customer Information
Related_Bugs: N/A
Related_Test_Cases: CIS01US06_TC_001, CIS01US06_TC_003

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
Dependencies: Customer Database
Performance_Baseline: <2 seconds response
Data_Requirements: Invalid account numbers

Prerequisites

Setup_Requirements: Service Request module enabled
User_Roles_Permissions: Call Center Representative access
Test_Data: Invalid Account: INVALID-123
Prior_Test_Cases: User authentication completed

Test Procedure

Step #	Action	Expected Result	Test Data	Comments
1	Navigate to Create Service Request	Form loads on Step 1 - Customer Info	URL: /service-requests/new	Initial form state
2	Enter invalid account number	Field accepts input, Look Up button enabled	Account: INVALID-123	Input validation
3	Click "Look Up" button	Error message displays within 1 seconds	Action: Look Up	Error handling
4	Verify error message content	Message: "Account number not found. Please verify and try again."	Expected error text	User-friendly message
5	Verify field states	Account number field highlighted in red, other fields remain empty	Visual indicators	Error state styling
6	Verify Continue button state	Continue button remains disabled	Button state	Navigation prevention
7	Clear account number field	Error styling removed, Look Up button disabled	Action: Clear field	State reset
8	Enter another invalid format	Appropriate validation message displays	Account: 123	Format validation

Verification Points

Primary_Verification: Appropriate error message displayed for invalid account
Secondary_Verifications: Field validation styling, Button state management
Negative_Verification: No system crash, No false positive lookups

---

Test Case 3: SLA Tracking and Alerts

Test Case Metadata

Test Case ID: CIS01US06_TC_003
Title: Verify SLA countdown timer and automated alerts at 75% and 90% thresholds
Created By: QA Team
Created Date: June 04, 2025
Version: 1.0

Classification

Module/Feature: SLA Tracking
Test Type: Functional
Test Level: Integration
Priority: P1-Critical
Execution Phase: Regression
Automation Status: Manual

Enhanced Tags for 17 Reports Support

Tags: MOD-SLATracking, P1-Critical, Phase-Regression, Type-Functional, Platform-Web, Report-Engineering, Customer-All, Risk-High, Business-Critical, Revenue-Impact-High, Integration-End-to-End, Real-Time
HappyPath, OnbService, CxService, MxService, Database

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: 15 minutes
Reproducibility_Score: Medium
Data_Sensitivity: Low
Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 70%
Integration_Points: Notification Service, Dashboard Service
Code_Module_Mapped: CxBackoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

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

Requirements Traceability

Related_Requirements: AC4, AC5, BR-SLA Rules
Related_Bugs: N/A
Related_Test_Cases: CIS01US06_TC_001, CIS01US06_TC_004

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
Dependencies: SLA Configuration, Notification Service
Performance_Baseline: Real-time updates
Data_Requirements: Service requests with different SLA timelines

Prerequisites

Setup_Requirements: SLA rules configured, Alert thresholds set
User_Roles_Permissions: Call Center Representative access
Test_Data: Water Pressure Complaint (24-hour SLA)
Prior_Test_Cases: Service request created

Test Procedure

Step #	Action	Expected Result	Test Data	Comments
1	Create water pressure complaint service request	Request created with 24-hour SLA timer	Service: Water Pressure Complaint	Baseline request
2	Navigate to service request detail view	SLA timer shows "23:59:XX" countdown	Action: View details	Real-time countdown
3	Verify SLA status indicator	Status shows "On Track" with green indicator	Visual: Green status	Color coding
4	Wait for SLA to reach 75% threshold (6 hours elapsed)	Automated alert triggered, status changes to yellow	Time: 18:00:XX remaining	Alert generation
5	Check notification received	Alert notification appears in dashboard	Alert: "SLA 75% threshold reached"	Notification system
6	Verify alert details	Alert contains request ID, customer name, time remaining	Content validation	Alert information
7	Continue monitoring until 90% threshold (2.4 hours remaining)	Second alert triggered, status changes to red	Time: 02:24:XX remaining	Critical alert
8	Verify escalation alert	Critical alert notification with escalation details	Alert: "SLA 90% - Escalation Required"	Escalation trigger
9	Check dashboard KPI updates	SLA compliance metrics updated in real-time	Dashboard: SLA tracking	Real-time updates
10	Acknowledge alerts	Alert can be acknowledged, status tracked	Action: Acknowledge	Alert management

Verification Points

Primary_Verification: SLA countdown accurate, Alerts triggered at correct thresholds
Secondary_Verifications: Color-coded status indicators, Real-time dashboard updates
Negative_Verification: No false alerts, No missed notifications

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Test Case 4: Receipt Generation and Delivery

Test Case Metadata

Test Case ID: CIS01US06_TC_004
Title: Verify automated receipt generation and multi-channel delivery (email/SMS/print)
Created By: QA Team
Created Date: June 04, 2025
Version: 1.0

Classification

Module/Feature: Receipt Generation
Test Type: Integration
Test Level: System
Priority: P1-Critical
Execution Phase: Smoke
Automation Status: Planned-for-Automation

Enhanced Tags for 17 Reports Support

Tags: MOD-ReceiptGeneration, P1-Critical, Phase-Smoke, Type-Integration, Platform-Web, Report-Product, Customer-All, Risk-Medium, Business-Critical, Revenue-Impact-High, Integration-External-Dependency, Document-Generation
HappyPath, OnbService, CxService, MxService, ComService, Database

Business Context

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

Quality Metrics

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

Coverage Tracking

Feature_Coverage: 60%
Integration_Points: PDF Generation Service, Email Service, SMS Gateway
Code_Module_Mapped: CxBackoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Product
Report_Categories: Customer-Experience, Document-Generation
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC1, AC2, AC3
Related_Bugs: N/A
Related_Test_Cases: CIS01US06_TC_001, CIS01US06_TC_005

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
Dependencies: PDF Generation Service, Email/SMS Gateway
Performance_Baseline: <30 seconds generation time
Data_Requirements: Valid email addresses, phone numbers

Prerequisites

Setup_Requirements: Receipt templates configured, Email/SMS services enabled
User_Roles_Permissions: Call Center Representative access
Test_Data: Complete service request with customer contact info
Prior_Test_Cases: Service request creation completed

Test Procedure

Step #	Action	Expected Result	Test Data	Comments
1	Complete service request creation	Confirmation page loads with receipt options	Completed request: SR-250604-001	Request baseline
2	Verify automatic PDF generation	PDF receipt generated within 30 seconds	File: Service_Receipt_SR-250604-001.pdf	Generation timing
3	Download and open PDF receipt	Receipt contains all request details and formatting	Action: Download PDF	Content validation
4	Verify receipt header information	Header shows company logo, contact details, date/time	Visual elements	Branding validation
5	Verify customer information section	Customer name, account, address displayed correctly	Customer: John Smith, ACT-789456	Data accuracy
6	Verify service details section	Service type, description, charges shown accurately	Service: Water Connection - $150.00	Service information
7	Verify payment information	Payment method, amount, status displayed	Payment: Cash - $150.00 - Pending	Payment details
8	Check unique reference number	SR number prominently displayed and formatted correctly	Reference: SR-250604-001	Tracking reference
9	Verify automatic email delivery	Email sent to customer within 30 seconds	Email: john.smith@email.com	Email delivery
10	Check email content	Email contains PDF attachment and summary	Subject: "Service Request Confirmation"	Email validation
11	Test SMS notification (if phone provided)	SMS sent with reference number and summary	SMS: (987) 654-3210	SMS delivery
12	Verify print functionality	Print dialog opens with proper formatting	Action: Print receipt	Print capability
13	Test receipt regeneration	Can regenerate receipt from request details	Action: Regenerate	Receipt accessibility

Verification Points

Primary_Verification: Receipt generated within 30 seconds with accurate content
Secondary_Verifications: Multi-channel delivery successful, Professional formatting
Negative_Verification: No missing information, No delivery failures

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Test Case 5: Cross-Browser Compatibility - Service Request Creation

Test Case Metadata

Test Case ID: CIS01US06_TC_005
Title: Verify service request creation workflow across multiple browsers and devices
Created By: QA Team
Created Date: June 04, 2025
Version: 1.0

Classification

Module/Feature: Cross-Browser Compatibility
Test Type: Compatibility
Test Level: System
Priority: P2-High
Execution Phase: Regression
Automation Status: Manaual

Enhanced Tags for 17 Reports Support

Tags: MOD-Compatibility, P2-High, Phase-Regression, Type-Compatibility, Platform-Both, Report-QA, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-Point, Cross-Platform
HappyPath, OnbService, CxService, MxService, CrossBrowser

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: 20 minutes
Reproducibility_Score: High
Data_Sensitivity: Low
Failure_Impact: Medium

Coverage Tracking

Feature_Coverage: 100%
Integration_Points: Frontend Components, Browser APIs
Code_Module_Mapped: Backoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Both

Stakeholder Reporting

Primary_Stakeholder: QA
Report_Categories: Cross-Platform-Coverage, Browser-Support
Trend_Tracking: Yes
Executive_Visibility: No
Customer_Impact_Level: Medium

Requirements Traceability

Related_Requirements: AC9, Cross-Platform Support
Related_Bugs: N/A
Related_Test_Cases: CIS01US06_TC_001

Test Environment

Environment: Staging
Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
Device/OS: Windows 10/11, macOS 12+, iOS 16+, Android 13+
Screen_Resolution: Desktop-1920x1080, Tablet-1024x768, Mobile-375x667
Dependencies: None
Performance_Baseline: Consistent across browsers
Data_Requirements: Standard test data set

Prerequisites

Setup_Requirements: Multiple browser environments configured
User_Roles_Permissions: Call Center Representative access
Test_Data: Customer Account: ACT-789456, Service: Water Connection
Prior_Test_Cases: None

Test Procedure

Step #	Action	Expected Result	Test Data	Comments
1	Test Chrome browser - Desktop	Complete workflow functions identically	Browser: Chrome 115+	Baseline browser
2	Test Firefox browser - Desktop	All features work, styling consistent	Browser: Firefox 110+	Feature parity
3	Test Safari browser - macOS	Full functionality, no rendering issues	Browser: Safari 16+	WebKit compatibility
4	Test Edge browser - Windows	Complete feature support, performance comparable	Browser: Edge Latest	Chromium-based
5	Test mobile Chrome - Android	Responsive design, touch interactions work	Device: Android 13+	Mobile optimization
6	Test mobile Safari - iOS	Touch-friendly interface, proper scaling	Device: iOS 16+	iOS compatibility
7	Test tablet view - iPad	Optimized layout for tablet screen size	Resolution: 1024x768	Tablet responsiveness
8	Verify form validation across browsers	Consistent validation messages and behavior	All browsers	Validation consistency
9	Test date picker functionality	Date picker works in all browser environments	Component: Date picker	Widget compatibility
10	Verify dropdown menus	Service selection dropdowns function properly	Component: Dropdowns	UI component testing
11	Test payment form rendering	Payment forms display correctly across browsers	Component: Payment form	Form compatibility
12	Verify receipt generation	PDF generation works consistently	Function: Receipt generation	Cross-browser PDF

Verification Points

Primary_Verification: Complete workflow functions in all target browsers
Secondary_Verifications: Consistent UI rendering, Performance parity
Negative_Verification: No browser-specific errors, No feature degradation

---

Test Case 6: API Testing - Service Request Creation

Test Case Metadata

Test Case ID: CIS01US06_TC_006
Title: API endpoint testing for critical service request creation operations (Importance >=7)
Created By: QA Team
Created Date: June 04, 2025
Version: 1.0

Classification

Module/Feature: API Testing
Test Type: API
Test Level: Integration
Priority: P1-Critical
Execution Phase: Regression
Automation Status: Automated

Enhanced Tags for 17 Reports Support

Tags: MOD-API, P1-Critical, Phase-Regression, Type-API, Platform-Web, Report-Engineering, Customer-All, Risk-High, Business-Critical, Revenue-Impact-High, Integration-End-to-End, Backend-Services
HappyPath, OnbService, CxService, MxService

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: 10 minutes
Reproducibility_Score: High
Data_Sensitivity: High
Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 95%
Integration_Points: Database, External Services
Code_Module_Mapped: CxBackoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
Report_Categories: API-Performance, Backend-Reliability
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: API Performance Requirements
Related_Bugs: N/A
Related_Test_Cases: CIS01US06_TC_001

Test Environment

Environment: Staging
Browser/Version: API Testing Tool (Postman/Newman)
Device/OS: Server Environment
Screen_Resolution: N/A
Dependencies: Database, External APIs
Performance_Baseline: <500ms response time
Data_Requirements: Valid API authentication tokens

Prerequisites

Setup_Requirements: API endpoints deployed, Authentication configured
User_Roles_Permissions: API access credentials
Test_Data: Valid JSON payloads, Authentication tokens
Prior_Test_Cases: API authentication successful

Test Procedure

Step #	Action	Expected Result	Test Data	Comments
1	POST /api/customers/lookup with valid account	200 OK, customer data returned within 500ms	Account: ACT-789456	Customer lookup API
2	Verify response payload structure	JSON contains: id, name, address, phone, email	Response validation	Data structure
3	POST /api/service-requests with complete payload	201 Created, service request ID returned	Complete SR payload	Request creation
4	Verify auto-generated SR number format	Response contains SR-YYMMDD-### format	SR Number validation	ID generation
5	GET /api/service-requests/{id} for created request	200 OK, complete request details returned	Request ID from step 3	Retrieval verification
6	POST /api/receipts/generate with SR ID	200 OK, PDF URL returned within 30 seconds	SR ID, generation request	Receipt API
7	Verify receipt content via returned URL	PDF accessible, contains all request details	PDF URL from step 6	Content validation
8	POST /api/notifications/send with SR details	200 OK, notification sent confirmation	Email/SMS payload	Notification API
9	PUT /api/service-requests/{id}/status	200 OK, status updated, audit trail created	Status: In-Progress	Status update API
10	GET /api/sla/calculate with SR ID	200 OK, SLA timeline and thresholds returned	SR ID, SLA calculation	SLA calculation API
11	Test API with invalid authentication	401 Unauthorized returned	Invalid token	Security validation
12	Test API with malformed payload	400 Bad Request with error details	Invalid JSON	Input validation
13	Test API performance under load	All responses within 500ms under 100 concurrent requests	Load test payload	Performance validation

Verification Points

Primary_Verification: All critical APIs respond within 500ms with correct data
 Secondary_Verifications: Proper error handling, Security validation
 Negative_Verification: No data corruption, No unauthorized access

---

Test Case 7: Performance Testing - Concurrent Users

Test Case Metadata

Test Case ID: CIS01US06_TC_007
 Title: Verify system performance with 50+ concurrent call center representatives
 Created By: QA Team
 Created Date: June 04, 2025
 Version: 1.0

Classification

Module/Feature: Performance Testing
 Test Type: Performance
 Test Level: System
 Priority: P1-Critical
 Execution Phase: Performance
 Automation Status: Automated

Enhanced Tags for 17 Reports Support

Tags: MOD-Performance, P1-Critical, Phase-Performance, Type-Performance, Platform-Web, Report-Engineering, Customer-All, Risk-High, Business-Critical, Revenue-Impact-High, Integration-End-to-End, Load-Testing
HappyPath, AuthService, OnbService, CxService, MxService, Database

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: 30 minutes
 Reproducibility_Score: High
 Data_Sensitivity: Low
 Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 100%
 Integration_Points: Database, Application Server, Web Server
 Code_Module_Mapped: Cxbackoffice
 Requirement_Coverage: Complete
 Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
 Report_Categories: Performance-Dashboard, System-Reliability
 Trend_Tracking: Yes
 Executive_Visibility: Yes
 Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC19, Performance Requirements
 Related_Bugs: N/A
 Related_Test_Cases: CIS01US06_TC_001, CIS01US06_TC_006

Test Environment

Environment: Performance Testing Environment
 Browser/Version: Load Testing Tool (JMeter/LoadRunner)
 Device/OS: Server Environment
 Screen_Resolution: N/A
 Dependencies: Full System Stack
 Performance_Baseline: <3 seconds page load, <500ms API response
 Data_Requirements: 1000+ test customer accounts

Prerequisites

Setup_Requirements: Performance environment configured, Load testing tools setup
 User_Roles_Permissions: Multiple test user accounts
 Test_Data: Large dataset of customers and services
 Prior_Test_Cases: Functional tests passing

Test Procedure

Step #	Action	Expected Result	Test Data	Comments
1	Configure load test with 10 concurrent users	Baseline performance established	10 virtual users	Baseline measurement
2	Execute service request creation workflow	All requests complete within 3 seconds	Standard workflow	Performance baseline
3	Gradually increase load to 25 concurrent users	System maintains performance thresholds	25 virtual users	Load scaling
4	Monitor database connection pool	No connection exhaustion, <100ms query time	DB monitoring	Database performance
5	Increase load to 50 concurrent users	Page load times remain <3 seconds	50 virtual users	Target load test
6	Monitor API response times	All APIs respond within 500ms	API monitoring	Service performance
7	Execute peak load test - 75 concurrent users	System handles load with degraded performance	75 virtual users	Stress testing
8	Monitor system resources	CPU <80%, Memory <85%, Disk I/O stable	Resource monitoring	System health
9	Test SLA calculation under load	SLA timers accurate, alerts not delayed	SLA monitoring	Real-time accuracy
10	Verify receipt generation performance	Receipt generation <30 seconds under load	Receipt testing	Document performance
11	Test database transaction integrity	No data corruption or lost transactions	Data validation	Data integrity
12	Execute endurance test - 1 hour duration	System maintains stability over time	Extended test	Stability testing

Verification Points

Primary_Verification: System handles 50+ concurrent users within performance thresholds
 Secondary_Verifications: Resource utilization within limits, Data integrity maintained
 Negative_Verification: No system crashes, No data corruption

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Test Case 8: Security Testing - Authentication and Authorization

Test Case Metadata

Test Case ID: CIS01US06_TC_008
 Title: Verify role-based access controls and authentication security measures
 Created By: QA Team
 Created Date: June 04, 2025
 Version: 1.0

Classification

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

Enhanced Tags for 17 Reports Support

Tags: MOD-Security, P1-Critical, Phase-Security, Type-Security, Platform-Web, Report-Engineering, Customer-All, Risk-High, Business-Critical, Revenue-Impact-High, Integration-Point, Authentication
HappyPath, AuthService, OnbService, CxService, Database

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: 20 minutes
 Reproducibility_Score: High
 Data_Sensitivity: High
 Failure_Impact: Critical

Coverage Tracking

Feature_Coverage: 80%
 Integration_Points: Authentication Service, Authorization Service
 Code_Module_Mapped: Cxbackoffice
 Requirement_Coverage: Complete
 Cross_Platform_Support: Web

Stakeholder Reporting

Primary_Stakeholder: Engineering
 Report_Categories: Security-Compliance, Access-Control
 Trend_Tracking: Yes
 Executive_Visibility: Yes
 Customer_Impact_Level: High

Requirements Traceability

Related_Requirements: AC13, Security Requirements
 Related_Bugs: N/A
 Related_Test_Cases: All test cases

Test Environment

Environment: Security Testing Environment
 Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
 Device/OS: Windows 10/11, macOS 12+
 Screen_Resolution: Desktop-1920x1080
 Dependencies: Authentication System, Role Management
 Performance_Baseline: Standard security validation
 Data_Requirements: Multiple user accounts with different roles

Prerequisites

Setup_Requirements: Role-based access configured, Security policies enabled
 User_Roles_Permissions: Call Center Rep, Customer Executive, Admin accounts
 Test_Data: Valid and invalid credentials, various user roles
 Prior_Test_Cases: None

Test Procedure

Step #	Action	Expected Result	Test Data	Comments
1	Attempt login with valid Call Center Rep credentials%3