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
- Service Request Creation Workflow (Steps 1-4)
- Customer information entry and validation
- Service selection and configuration
- Service details and scheduling
- Payment processing and confirmation
- Receipt generation and delivery
- Service Request Management
- Service request detail view operations
- Status lifecycle management (Pending → In-Progress → On Hold → Completed)
- Quick actions execution
- Communication tracking
- SLA Tracking and Monitoring
- Real-time SLA countdown functionality
- Automated alert generation at thresholds
- SLA breach handling and escalation
- Performance dashboard updates
Business Rules Scenarios
- Customer Information Validation
- Account number lookup and auto-population
- Address verification against account
- Contact information format validation
- Service Selection Rules
- Service category filtering and display
- Price calculation and display
- Service eligibility validation
- Payment Processing Rules
- Payment method validation
- Payment timing option enforcement
- Terms and conditions acceptance
User Journey Scenarios
- Call Center Representative End-to-End Journey
- Login → Dashboard → Create Request → Monitor SLA → Customer Communication → Request Resolution
- Customer Executive In-Person Journey
- Customer Walk-in → Request Creation → Receipt Generation → Service Scheduling → Follow-up
Integration Point Scenarios
- SMART360 Module Integration
- Customer database synchronization
- Billing system integration
- Asset management coordination
- External System Integration
- Email/SMS notification services
- Payment gateway integration
- Third-party vendor coordination
B. Non-Functional Test Scenarios
Performance Scenarios
- Response Time Testing
- Page load times (<3 seconds)
- API response times (<500ms)
- Receipt generation time (<30 seconds)
- Concurrent User Testing
- 50+ concurrent call center representatives
- Peak hour load simulation
- Database performance under load
Security Scenarios
- Authentication and Authorization
- Role-based access control validation
- Session management and timeout
- Password policy enforcement
- Data Protection
- PII data handling compliance
- Input validation and sanitization
- Audit trail verification
Compatibility Scenarios
- Cross-Browser Testing
- Chrome, Firefox, Safari, Edge (latest 2 versions)
- Mobile responsive design validation
- Feature compatibility across browsers
- Cross-Platform Testing
- Windows 10/11, macOS 12+
- iOS 16+, Android 13+
- Various screen resolutions
C. Edge Case & Error Scenarios
Boundary Conditions
- Data Limits Testing
- Maximum character limits in text fields
- Date range boundaries
- File size limits for attachments
- System Capacity Testing
- Maximum concurrent requests
- Database connection limits
- Memory usage boundaries
Invalid Input Scenarios
- Data Validation Testing
- Invalid account numbers
- Malformed email addresses
- Invalid phone number formats
- Security Testing
- SQL injection attempts
- XSS attack prevention
- CSRF protection validation
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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