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
Test Procedure
Verification Points
Primary_Verification: Role-based access properly enforced across all functions
Secondary_Verifications: Session security, Password policies, Audit logging
Negative_Verification: No unauthorized access, No privilege escalation
Test Case 9: Service Request Detail View and Management
Test Case Metadata
Test Case ID: CIS01US06_TC_009
Title: Verify comprehensive service request detail view and quick actions functionality
Created By: QA Team
Created Date: June 04, 2025
Version: 1.0
Classification
Module/Feature: Service Request Management
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: Medium
Complexity_Level: High
Expected_Execution_Time: 8 minutes
Reproducibility_Score: High
Data_Sensitivity: Medium
Failure_Impact: High
Coverage Tracking
Feature_Coverage: 90%
Integration_Points: Communication Module, Service Order System
Code_Module_Mapped: CxBackoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Product
Report_Categories: User-Experience, Workflow-Efficiency
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: Service Request Data, Communication Module
Performance_Baseline: <2 seconds page load
Data_Requirements: Existing service request with complete information
Prerequisites
Setup_Requirements: Service request exists in system
User_Roles_Permissions: Call Center Representative access
Test_Data: Service Request: SR-250604-001, Customer: John Smith
Prior_Test_Cases: Service request creation completed
Test Procedure
Verification Points
Primary_Verification: All service request information displayed accurately and completely
Secondary_Verifications: Quick actions function correctly, Status transitions work
Negative_Verification: No missing information, No broken navigation links
Test Case 10: Payment Processing - Multiple Methods
Test Case Metadata
Test Case ID: CIS01US06_TC_010
Title: Verify all payment methods (Cash, Online, Cheque) and payment timing options
Created By: QA Team
Created Date: June 04, 2025
Version: 1.0
Classification
Module/Feature: Payment Processing
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: Daily-Usage
Compliance_Required: Yes
SLA_Related: No
Quality Metrics
Risk_Level: High
Complexity_Level: High
Expected_Execution_Time: 15 minutes
Reproducibility_Score: High
Data_Sensitivity: High
Failure_Impact: Critical
Coverage Tracking
Feature_Coverage: 95%
Integration_Points: Payment Gateway, Billing System
Code_Module_Mapped: CxBackoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Product
Report_Categories: Payment-Processing, Revenue-Tracking
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: Payment Gateway, Billing System Integration
Performance_Baseline: <5 seconds payment processing
Data_Requirements: Valid payment test data
Prerequisites
Setup_Requirements: Payment gateway configured, Test payment accounts
User_Roles_Permissions: Call Center Representative access
Test_Data: Service amount: $150.00, Various payment scenarios
Prior_Test_Cases: Service request creation up to payment step
Test Procedure
Verification Points
Primary_Verification: All payment methods process correctly with proper validation
Secondary_Verifications: Payment timing options work, Terms acceptance required
Negative_Verification: Invalid payment data rejected, Security validations pass
Test Case 11: Data Validation and Edge Cases
Test Case Metadata
Test Case ID: CIS01US06_TC_012
Title: Comprehensive data validation testing including boundary conditions and invalid inputs
Created By: QA Team
Created Date: June 04, 2025
Version: 1.0
Classification
Module/Feature: Data Validation
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: Yes
SLA_Related: No
Quality Metrics
Risk_Level: Medium
Complexity_Level: High
Expected_Execution_Time: 20 minutes
Reproducibility_Score: High
Data_Sensitivity: Medium
Failure_Impact: Medium
Coverage Tracking
Feature_Coverage: 80%
Integration_Points: Validation Service, Database
Code_Module_Mapped: CxBackoffice
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: QA
Report_Categories: Data-Quality, 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: Validation Rules Engine
Performance_Baseline: <1 second validation response
Data_Requirements: Various invalid data scenarios
Prerequisites
Setup_Requirements: Validation rules configured
User_Roles_Permissions: Call Center Representative access
Test_Data: Edge case and invalid data sets
Prior_Test_Cases: None
Test Procedure
Verification Points
Primary_Verification: All input validation rules properly enforced
Secondary_Verifications: Appropriate error messages, Security validation
Negative_Verification: No invalid data accepted, No security vulnerabilities
Test Case 11: Offline Mode and Synchronization - Field Technician
Test Case Metadata
- Test Case ID: CIS01US06_TC_011
- Title: Verify offline mode functionality for field technicians with automatic synchronization
- Created By: QA Team
- Created Date: June 08, 2025
- Version: 1.0
Classification
- Module/Feature: Offline Mode & Sync
- Test Type: Functional
- Test Level: Integration
- Priority: P2-High
- Execution Phase: Regression
- Automation Status: Manual
Business Context
- Customer_Segment: Field Technicians
- Revenue_Impact: Medium
- Business_Priority: Should-Have
- Customer_Journey: Field-Operations
- Compliance_Required: No
- SLA_Related: Yes
Quality Metrics
- Risk_Level: Medium
- Complexity_Level: High
- Expected_Execution_Time: 25 minutes
- Reproducibility_Score: Medium
- Data_Sensitivity: Medium
- Failure_Impact: Medium
Coverage Tracking
- Feature_Coverage: 85%
- Integration_Points: Mobile App, Sync Service, Database
- Code_Module_Mapped: CxBackoffice
- Requirement_Coverage: Complete
- Cross_Platform_Support: Mobile
Stakeholder Reporting
- Primary_Stakeholder: Engineering
- Report_Categories: Mobile-Performance, Field-Operations
- Trend_Tracking: Yes
- Executive_Visibility: No
- Customer_Impact_Level: Medium
Requirements Traceability
Test Environment
- Environment: Mobile Testing Environment
- Browser/Version: Mobile App (iOS 16+, Android 13+)
- Device/OS: iPad, Android Tablet, Smartphone
- Screen_Resolution: Mobile-Various
- Dependencies: Mobile App, Sync Service, Network Control
- Performance_Baseline: Sync within 30 seconds of connection
- Data_Requirements: Service requests assigned to field technician
Prerequisites
- Setup_Requirements: Mobile app installed, Field technician account configured
- User_Roles_Permissions: Field Technician access
- Test_Data: Assigned service requests, Customer locations
- Prior_Test_Cases: Service request assignment completed
Test Procedure
Verification Points
- Primary_Verification: Offline mode functions properly with automatic sync upon reconnection
- Secondary_Verifications: Data integrity maintained, No data loss during sync
- Negative_Verification: No app crashes in offline mode, No duplicate data after sync
Test Case 12: Automated Customer Notifications
Test Case Metadata
- Test Case ID: CIS01US06_TC_013
- Title: Verify automatic status notifications sent to customers via their preferred communication method
- Created By: QA Team
- Created Date: June 08, 2025
- Version: 1.0
Classification
- Module/Feature: Customer Notifications
- Test Type: Integration
- Test Level: System
- Priority: P1-Critical
- Execution Phase: Smoke
- Automation Status: Automated
Business Context
- Customer_Segment: All
- Revenue_Impact: High
- Business_Priority: Must-Have
- Customer_Journey: Service-Updates
- Compliance_Required: Yes
- SLA_Related: Yes
Quality Metrics
- Risk_Level: Medium
- Complexity_Level: High
- Expected_Execution_Time: 15 minutes
- Reproducibility_Score: High
- Data_Sensitivity: High
- Failure_Impact: High
Coverage Tracking
- Feature_Coverage: 90%
- Integration_Points: Email Service, SMS Gateway, Notification Engine
- Code_Module_Mapped: NotificationService, ComService
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting
- Primary_Stakeholder: Product
- Report_Categories: Customer-Communication, Notification-Delivery
- 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: Email Service, SMS Gateway, Notification Engine
- Performance_Baseline: <2 minutes notification delivery
- Data_Requirements: Customer accounts with various communication preferences
Prerequisites
- Setup_Requirements: Notification services configured, Customer preferences set
- User_Roles_Permissions: Call Center Representative access
- Test_Data: Customers with email/SMS preferences, Service requests in various statuses
- Prior_Test_Cases: Service request creation completed
Test Procedure
Verification Points
- Primary_Verification: Notifications sent automatically via customer's preferred method
- Secondary_Verifications: Correct content and timing, Delivery tracking works
- Negative_Verification: No duplicate notifications, Failed deliveries handled properly
Test Case 13: Performance Dashboard and SLA Compliance Reporting
Test Case Metadata
- Test Case ID: CIS01US06_TC_014
- Title: Verify performance dashboards showing SLA compliance by team and service type with real-time updates
- Created By: QA Team
- Created Date: June 08, 2025
- Version: 1.0
Classification
- Module/Feature: Performance Dashboard
- Test Type: Functional
- Test Level: System
- Priority: P2-High
- Execution Phase: Regression
- Automation Status: Manual
Business Context
- Customer_Segment: Management
- Revenue_Impact: Medium
- Business_Priority: Should-Have
- Customer_Journey: Management-Oversight
- Compliance_Required: Yes
- SLA_Related: Yes
Quality Metrics
- Risk_Level: Low
- Complexity_Level: High
- Expected_Execution_Time: 12 minutes
- Reproducibility_Score: High
- Data_Sensitivity: Medium
- Failure_Impact: Medium
Coverage Tracking
- Feature_Coverage: 95%
- Integration_Points: Analytics Engine, Database, Reporting Service
- Code_Module_Mapped: DashboardService, AnalyticsEngine
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting
- Primary_Stakeholder: Engineering
- Report_Categories: Performance-Analytics, SLA-Monitoring
- Trend_Tracking: Yes
- Executive_Visibility: Yes
- 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: Analytics Engine, Dashboard Service
- Performance_Baseline: <3 seconds dashboard load
- Data_Requirements: Historical service request data, Team assignments
Prerequisites
- Setup_Requirements: Dashboard service configured, Historical data available
- User_Roles_Permissions: Manager/Admin access
- Test_Data: Service requests across multiple teams and service types
- Prior_Test_Cases: Multiple service requests with various SLA statuses
Test Procedure
Verification Points
- Primary_Verification: Dashboard displays accurate SLA compliance metrics by team and service type
- Secondary_Verifications: Real-time updates work, Export functionality available
- Negative_Verification: No incorrect calculations, No performance issues with large datasets
Test Case 14: Customizable Service Categories and Priority Levels
Test Case Metadata
- Test Case ID: CIS01US06_TC_015
- Title: Verify support for customizable service categories and priority levels configuration
- Created By: QA Team
- Created Date: June 08, 2025
- Version: 1.0
Classification
- Module/Feature: Configuration Management
- Test Type: Functional
- Test Level: System
- Priority: P2-High
- Execution Phase: Regression
- Automation Status: Manual
Business Context
- Customer_Segment: System Administrators
- Revenue_Impact: Low
- Business_Priority: Should-Have
- Customer_Journey: System-Configuration
- Compliance_Required: No
- SLA_Related: Yes
Quality Metrics
- Risk_Level: Medium
- Complexity_Level: Medium
- Expected_Execution_Time: 18 minutes
- Reproducibility_Score: High
- Data_Sensitivity: Low
- Failure_Impact: Medium
Coverage Tracking
- Feature_Coverage: 80%
- Integration_Points: Configuration Service, Database
- Code_Module_Mapped: ConfigurationService, AdminModule
- Requirement_Coverage: Complete
- Cross_Platform_Support: Web
Stakeholder Reporting
- Primary_Stakeholder: QA
- Report_Categories: Configuration-Management, Admin-Tools
- Trend_Tracking: No
- Executive_Visibility: No
- Customer_Impact_Level: Low
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: Configuration Service, Admin Module
- Performance_Baseline: <2 seconds configuration save
- Data_Requirements: Admin access, Configuration permissions
Prerequisites
- Setup_Requirements: Admin module configured, Configuration permissions enabled
- User_Roles_Permissions: System Administrator access
- Test_Data: Existing service categories and priority levels
- Prior_Test_Cases: Admin authentication completed
Test Procedure
Verification Points
- Primary_Verification: Service categories and priority levels can be customized and function properly
- Secondary_Verifications: Changes reflect in service request creation, SLA calculations updated
- Negative_Verification: Deactivated categories not available, Invalid configurations rejected
3. Test Suite Organization
Smoke Test Suite
Criteria: P1 priority, basic functionality validation
Test Cases: CIS01US06_TC_001, CIS01US06_TC_004, CIS01US06_TC_009
Execution: Every build deployment
Duration: ~15 minutes
Regression Test Suite
Criteria: P1-P2 priority, automated tests
Test Cases: CIS01US06_TC_001 through CIS01US06_TC_012
Execution: Before each release
Duration: ~2 hours
Performance Test Suite
Criteria: Performance and load testing
Test Cases: CIS01US06_TC_006, CIS01US06_TC_007
Execution: Weekly or major release cycles
Duration: ~45 minutes
Security Test Suite
Criteria: Security validation and compliance
Test Cases: CIS01US06_TC_008, CIS01US06_TC_012 (security scenarios)
Execution: Before each release
Duration: ~30 minutes
Full Test Suite
Criteria: Complete feature coverage including edge cases
Test Cases: All test cases (CIS01US06_TC_001 through CIS01US06_TC_012)
Execution: Major release cycles
Duration: ~4 hours
4. Cross-Platform Compatibility Matrix
5. API Test Collection - Critical Operations (Importance ≥7)
Authentication API Tests
- POST /api/auth/login - User authentication (Importance: 10)
- POST /api/auth/refresh - Token refresh (Importance: 9)
- POST /api/auth/logout - Session termination (Importance: 8)
Service Request Core APIs
- POST /api/service-requests - Create service request (Importance: 10)
- GET /api/service-requests/{id} - Retrieve request details (Importance: 9)
- PUT /api/service-requests/{id}/status - Update request status (Importance: 9)
- GET /api/service-requests/search - Search and filter requests (Importance: 8)
Customer Management APIs
- POST /api/customers/lookup - Customer account lookup (Importance: 9)
- GET /api/customers/{id} - Customer details retrieval (Importance: 8)
- PUT /api/customers/{id} - Update customer information (Importance: 7)
SLA and Monitoring APIs
- GET /api/sla/calculate - SLA calculation (Importance: 9)
- POST /api/alerts/sla - SLA alert generation (Importance: 8)
- GET /api/dashboard/metrics - Real-time dashboard data (Importance: 8)
Receipt and Document APIs
- POST /api/receipts/generate - Receipt generation (Importance: 9)
- GET /api/receipts/{id} - Receipt retrieval (Importance: 8)
- POST /api/notifications/send - Customer notifications (Importance: 8)
Payment Processing APIs
- POST /api/payments/process - Payment processing (Importance: 10)
- GET /api/payments/{id}/status - Payment status check (Importance: 8)
- POST /api/payments/refund - Payment refund (Importance: 7)
6. Performance Benchmarks
Page Load Time Requirements
API Response Time Requirements
Concurrent User Capacity
7. Integration Test Mapping
SMART360 Module Integrations
External System Dependencies
8. Security Test Scenarios
Authentication Security Tests
- Brute Force Protection
- Account lockout after failed attempts
- Rate limiting on login endpoints
- CAPTCHA implementation
- Session Management
- Secure session token generation
- Session timeout enforcement
- Concurrent session handling
- Password Security
- Password complexity requirements
- Secure password storage (hashing)
- Password change validation
Authorization Security Tests
- Role-Based Access Control
- Call Center Rep vs Customer Executive permissions
- Function-level access restrictions
- Administrative privilege separation
- Data Access Control
- Customer data privacy protection
- Service request ownership validation
- Audit trail requirements
Input Security Tests
- Injection Prevention
- SQL injection protection
- XSS attack prevention
- Command injection safeguards
- Data Validation
- Input sanitization
- File upload restrictions
- API parameter validation
9. Execution Dependencies and Order
Sequential Test Dependencies
Authentication Tests → Service Request Creation → SLA Tracking → Receipt Generation
↓
Security Validation → API Testing → Performance Testing
↓
Cross-Platform Testing → Mobile Responsiveness → Integration Testing
Parallel Execution Groups
- Group A: TC_001, TC_004, TC_009 (Core functionality)
- Group B: TC_002, TC_012 (Validation testing)
- Group C: TC_005, TC_011 (UI/Compatibility testing)
- Group D: TC_006, TC_007 (Performance/API testing)
- Group E: TC_008 (Security testing - isolated)
Blocking Dependencies
10. Test Data Requirements
Customer Test Data
json
{
"validCustomers": [
{
"accountNumber": "ACT-789456",
"name": "John Smith",
"address": "123 Main Street, Pune, Maharashtra",
"phone": "(987) 654-3210",
"email": "john.smith@email.com",
"customerType": "Standard"
},
{
"accountNumber": "ACT-789457",
"name": "Jane Doe",
"address": "456 Oak Avenue, Pune, Maharashtra",
"phone": "(987) 654-3211",
"email": "jane.doe@email.com",
"customerType": "VIP"
}
],
"invalidAccounts": [
"INVALID-123",
"999999999",
"ACT-NONEXISTENT"
]
}
Service Test Data
json
{
"services": [
{
"id": "SVC-001",
"name": "Water Connection",
"category": "Water",
"price": 150.00,
"slaHours": 24,
"description": "Establish new water service connection"
},
{
"id": "SVC-002",
"name": "Water Pressure Complaint",
"category": "Water",
"price": 0.00,
"slaHours": 24,
"description": "Investigate and resolve water pressure issues"
},
{
"id": "SVC-003",
"name": "Meter Replacement",
"category": "Metering",
"price": 120.00,
"slaHours": 48,
"description": "Replace faulty or damaged utility meter"
}
]
}
Payment Test Data
json
{
"paymentScenarios": [
{
"method": "Cash",
"amount": 150.00,
"cashReceived": 150.00,
"date": "2025-06-04"
},
{
"method": "Online",
"amount": 150.00,
"referenceNumber": "REF123456789",
"date": "2025-06-04"
},
{
"method": "Cheque",
"amount": 150.00,
"chequeNumber": "123456",
"bankName": "Test Bank",
"accountHolder": "John Smith",
"routingNumber": "123456789",
"accountNumber": "987654321",
"chequeDate": "2025-06-04"
}
]
}
11. Validation Checklist
✅ Test Coverage Validation
- All acceptance criteria covered (AC1-AC20)
- All business rules tested with validation scenarios
- Cross-browser/device compatibility included
- Positive and negative scenarios defined
- Integration points tested comprehensively
- Security considerations addressed
- Performance benchmarks defined
- Realistic test data provided
- Clear dependency mapping established
- Proper tagging for all 17 BrowserStack reports
- Edge cases covered with 80% detail level
- API tests for critical operations (≥7 importance)
✅ Business Requirements Coverage
- Service request creation workflow (Steps 1-4)
- Service request management and detail views
- SLA tracking and automated alerts
- Receipt generation and multi-channel delivery
- Payment processing for all methods
- Role-based access control validation
- Mobile responsive design support
- Performance under concurrent load
- Security and data protection measures
- Integration with SMART360 modules
✅ Technical Requirements Coverage
- Page load times (<3 seconds)
- API response times (<500ms)
- Concurrent user support (50+ users)
- Browser compatibility (Chrome, Firefox, Safari, Edge)
- Mobile device support (iOS 16+, Android 13+)
- Security validation (authentication, authorization)
- Data validation and sanitization
- Error handling and user feedback
- Audit trail and compliance logging
- Real-time updates and notifications
12. Report Categories Mapping
Engineering Reports
- Performance benchmarks and API testing results
- Security validation and compliance status
- Integration testing outcomes
- System reliability metrics
Product Reports
- User experience validation results
- Feature functionality coverage
- Customer journey testing outcomes
- Business requirement compliance
Quality Assurance Reports
- Test execution status and coverage
- Defect discovery and resolution tracking
- Cross-platform compatibility results
- Validation and error handling verification
Customer Success Reports
- SLA compliance and monitoring effectiveness
- Customer communication and notification testing
- Service request lifecycle validation
- User role-based functionality verification
Summary
This comprehensive test suite provides complete coverage for the Service Request Management system (CIS01US06) including:
- 12 detailed test cases covering all critical functionality
- 4 priority levels with appropriate test execution phases
- Complete API test coverage for operations with importance ≥7
- Cross-platform compatibility matrix for all target browsers and devices
- Performance benchmarks with specific targets and thresholds
- Security testing scenarios covering authentication, authorization, and data protection
- Integration test mapping for SMART360 modules and external systems
- Realistic test data with edge cases and boundary conditions
- Comprehensive tagging supporting all 17 BrowserStack report categories
The test suite is designed to ensure the system meets all business requirements while maintaining high quality, security, and performance standards across all supported platforms and user roles.