Settings (CIS01US07)

Total Test Cases: 20

Total Acceptance Criteria: 20

Coverage Percentage: 95%

• Acceptance Criteria Not Covered: 1 (AC20 - Configuration backup & restore)

Test Scenario Summary

High-Level Test Scenarios Overview

A. Functional Test Scenarios

Core Functionality Scenarios:

1. Service Category Management (Create, Edit, Delete, Hierarchy)
2. Service Configuration Management (CRUD Operations)
3. Complaint Category Management (Create, Edit, Delete, Hierarchy)
4. Complaint Type Configuration (CRUD Operations)
5. SLA Configuration and Validation
6. Search and Filter Functionality
7. Import/Export Capabilities
8. Navigation and Tab Management

Business Rules Scenarios:

1. Category Hierarchy Validation (Parent-Child Relationships)
2. Duplicate Prevention (Categories, Subcategories, Service Codes)
3. SLA Time Validation (Response ≤ Resolution Time)
4. Status Management (Active/Inactive Toggle)
5. Code Format Validation
6. Required Field Validation

User Journey Scenarios:

1. Utility Administrator Complete Configuration Setup
2. CSO Manager Performance Monitoring Workflow
3. Cross-Platform Configuration Management
4. Bulk Configuration Management

B. Non-Functional Test Scenarios

Performance Scenarios:

• Page load times < 3 seconds
• Search response times < 1 second
• Concurrent user handling (50+ users)
• Large dataset handling (1000+ categories)

Security Scenarios:

• Role-based access control validation
• Session management testing
• Data encryption verification
• Input sanitization testing

Compatibility Scenarios:

• Cross-browser testing (Chrome, Firefox, Safari, Edge)
• Cross-device testing (Desktop, Tablet, Mobile)
• Screen resolution compatibility

Usability Scenarios:

• Navigation flow testing
• Error message clarity
• Form validation feedback
• User interface consistency

C. Edge Case & Error Scenarios

Boundary Conditions:

• Maximum character limits for names/descriptions
• Minimum/Maximum SLA time values
• Category hierarchy depth limits
• Concurrent modification handling

Invalid Input Scenarios:

• Special characters in category names
• Invalid time formats
• Malformed service codes
• SQL injection attempts

System Failure Scenarios:

• Network interruption during save operations
• Browser crashes during form submission
• Session timeout handling
• Database connection failures

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Detailed Test Cases

SMOKE TEST SUITE (P1 Critical)

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Test Case CIS01US07_TC_001

Test Case Metadata:

• Test Case ID: CIS01US07_TC_001
• Title: Verify successful login and navigation to Service Categories
• Created By: QA Team
• Created Date: 2025-06-02
• Version: 1.0

Classification:

• Module/Feature: Navigation & Authentication
• Test Type: Functional
• Test Level: System
• Priority: P1-Critical
• Execution Phase: Smoke
• Automation Status: Manual

Enhanced Tags: Tags: MOD-Navigation, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-Engineering, Customer-Enterprise, Risk-High, Business-Critical, Revenue-Impact-High, Integration-Core
HappyPath, AuthService, OnbService, CxService, Database, API, CrossModule

Business Context:

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

Quality Metrics:

• Risk_Level: High
• Complexity_Level: Low
• Expected_Execution_Time: 2 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Low
• Failure_Impact: Critical

Coverage Tracking:

• Feature_Coverage: 15%
• Integration_Points: CX Web, Authentication Service
• Code_Module_Mapped: CxBackoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: Quality-Dashboard, Smoke-Results
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: High

Requirements Traceability:

• Related_Requirements: CIS01US07-AC01, Navigation Flow
• Related_Bugs: N/A
• Related_Test_Cases: All subsequent test cases depend on this

Test Environment:

• Environment: Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: 1920x1080
• Dependencies: Authentication Service, Database
• Performance_Baseline: < 3 seconds page load
• Data_Requirements: Valid utility admin credentials

Prerequisites:

• Setup_Requirements: Test environment deployed and accessible
• User_Roles_Permissions: Utility Admin
• Test_Data: Username: admin@pacificwater.com, Password: TestPass123!
• Prior_Test_Cases: Environment validation completed

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Navigate to application URL	Login page displays within 3 seconds	https://app.utility-cx.com	Baseline performance check
2	Enter valid admin credentials	Fields accept input without errors	admin@pacificwater.com / TestPass123!	Verify credential validation
3	Click Login button	Successfully redirected to utility admin dashboard	N/A	Check authentication flow
4	Click on Bend to menu	Bend to menu should display	N/A	Verify all module name display
5	Click on Consumer Service module	System should navigate to Consumer service module	N/A	N/A
4	Click Settings menu item	Settings page loads with 2 main tabs (Services And Complaints)	N/A	Verify main navigation
5	Click Services tab	Services tab activates with 2 sub-tabs visible(categories and service configuration )	N/A	Check tab structure
6	Verify Categories sub-tab	Categories sub-tab is active by default	N/A	Default view validation
7	Verify Service Configuration sub-tab	Sub-tab is visible and clickable	N/A	Navigation option check

Verification Points:

• Primary_Verification: User successfully reaches Service Categories page
• Secondary_Verifications: All navigation elements are functional, page loads within performance baseline
• Negative_Verification: No error messages displayed, no broken UI elements

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Test Case CIS01US07_TC_002

Test Case Metadata:

• Test Case ID: CIS01US07_TC_002
• Title: Create new water service category successfully
• Created By: QA Team
• Created Date: 2025-06-02
• Version: 1.0

Classification:

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

Enhanced Tags: Tags: MOD-ServiceCategories, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-Product, Customer-Enterprise, Risk-High, Business-Critical, Revenue-Impact-High
HappyPath, OnbService, CxService, Database

Business Context:

• Customer_Segment: Enterprise
• Revenue_Impact: High
• Business_Priority: Must-Have
• Customer_Journey: Onboarding
• Compliance_Required: No
• SLA_Related: Yes

Quality Metrics:

• Risk_Level: High
• Complexity_Level: Low
• Expected_Execution_Time: 2 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Low
• Failure_Impact: Critical

Coverage Tracking:

• Feature_Coverage: 15%
• Integration_Points: CX Web, Authentication Service
• Code_Module_Mapped: CxBackoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: Quality-Dashboard, Smoke-Results
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: High

Requirements Traceability:

• Related_Requirements: CIS01US07-AC01, Navigation Flow
• Related_Bugs: N/A
• Related_Test_Cases: All subsequent test cases depend on this

Test Environment:

• Environment: Staging
• Browser/Version: Chrome 115+
• Dependencies: Database, Authentication Service
• Performance_Baseline: < 2 seconds save operation
• Data_Requirements: Clean category dataset

Prerequisites:

• User_Roles_Permissions: Utility Admin
• Test_Data: Category Name: "Water Connection Services"
• Prior_Test_Cases: CIS01US07_TC_001 must pass

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Navigate to Service Categories page	Page loads with category hierarchy view	N/A	Via CIS01US07_TC_001
2	Click "Add New Category" button	Add category form appears	N/A	Form display validation
3	Enter category name	Field accepts input, no validation errors	"Water Connection Services"	Water utility specific data
4	Click "Create Category" button	Category created successfully, form closes	N/A	Save operation timing
5	Verify category in hierarchy	New category appears in list with Active status	N/A	Data persistence check
6	Verify category properties	Shows "0 subcategories", Active toggle enabled of service category	N/A	Default state validation

Verification Points:

• Primary_Verification: Category "Water Connection Services" is created and visible in hierarchy
• Secondary_Verifications: Category has correct default status, form closes properly, no duplicate entries
• Negative_Verification: No error messages, no system crashes

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Test Case CIS01US07_TC_003

Test Case Metadata:

• Test Case ID: CIS01US07_TC_003
• Title: Create new water connection service with SLA configuration
• Created By: QA Team
• Created Date: 2025-06-02
• Version: 1.0

Classification:

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

Enhanced Tags: Tags: MOD-ServiceConfig, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-Product, Customer-Enterprise, Risk-High, Business-Critical, Revenue-Impact-High, SLA-Critical
HappyPath, OnbService, CxService, Database

Business Context:

• Customer_Segment: Enterprise
• Revenue_Impact: High
• Business_Priority: Must-Have
• Customer_Journey: Onboarding
• Compliance_Required: No
• SLA_Related: Yes

Quality Metrics:

• Risk_Level: High
• Complexity_Level: Low
• Expected_Execution_Time: 2 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Low
• Failure_Impact: Critical

Coverage Tracking:

• Feature_Coverage: 15%
• Integration_Points: CX Web, Authentication Service
• Code_Module_Mapped: CxBackoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: Quality-Dashboard, Smoke-Results
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: High

Requirements Traceability:

• User_Roles_Permissions: Utility Admin
• Related_Requirements: CIS01US07-AC01, Navigation Flow
• Related_Bugs: N/A
• Related_Test_Cases: N/A

Test Environment:

• Environment: Staging
• Browser/Version: Chrome 115+
• Dependencies: Service categories must exist
• Performance_Baseline: < 3 seconds form submission

Prerequisites:

• Test_Data: Service: "Residential Water Connection", Code: "RWC-NEW-001", Category: "Water Connection Services"
• Prior_Test_Cases: CIS01US07_TC_002 must pass

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Navigate to Service Configuration tab	Service list page loads	N/A	Tab navigation
2	Click "Add New Service" button	Create service modal opens	N/A	Modal display
3	Enter service name	Field accepts input	"Residential Water Connection"	Water utility service
4	Enter service code	Field accepts unique code	"RWC-NEW-001"	Code format validation
5	Select service category	Dropdown shows available categories	"Water Connection Services"	Category dependency
6	Select service subcategory	Dropdown updates based on category	"New Installations"	Dynamic dropdown, Add subcategory in category
7	Set response time	Field accepts numeric value	24	SLA configuration
8	Set resolution time	Field accepts value > response time	72	Business rule validation
9	Configure workflow settings	Toggle field work required ON	Yes	Workflow configuration
10	Choose Customer Notification	system by default should show Email Template but user can able to select SMS Template, SMS & Email and No notification from dropdown	N/A	This information display Backoffice user only
11	Choose Availability Settings	system by default should show 24/7 Availability but user can able to select Business hours only, Emergency only, Schedule only	N/A	This information display Backoffice user only
12	Click "Create Service" button	Service created successfully	N/A	Complete creation flow
13	Verify in service list	New service appears with correct details	N/A	Data persistence

Verification Points:

• Primary_Verification: Service "Residential Water Connection" created with SLA parameters
• Secondary_Verifications: Service code is unique, SLA times are validated, workflow settings saved
• Negative_Verification: Resolution time validation enforced (must be ≥ response time)

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REGRESSION TEST SUITE (P1-P2 Priority)

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Test Case CIS01US07_TC_004

Test Case Metadata:

• Test Case ID: CIS01US07_TC_004
• Title: Verify service category hierarchy with subcategories creation up to 5 levels deep
• Created By: QA Team
• Created Date: 2025-06-02
• Version: 1.0

Classification:

• Module/Feature: Service Categories
• Test Type: Functional
• Test Level: Integration
• Priority: P2-High
• Execution Phase: Regression
• Automation Status: Manual

Enhanced Tags: Tags: MOD-ServiceCategories, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-QA, Customer-All, Risk-Medium, Business-High, Integration-Core
HappyPath, OnbService, CxService, Database

Business Context:

• Customer_Segment: All
• Revenue_Impact: Medium
• Business_Priority: Should-Have
• Customer_Journey: Onboarding
• Compliance_Required: No
• SLA_Related: No

Quality Metrics:

• Risk_Level: Medium
• Complexity_Level: Medium
• Expected_Execution_Time: 5 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Low
• Failure_Impact: Medium

Coverage Tracking:

• Feature_Coverage: 40%
• Integration_Points: Database, UI Components
• Code_Module_Mapped: CxBackoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: QA
• Report_Categories: Feature-Coverage, Hierarchy-Testing
• Trend_Tracking: Yes
• Executive_Visibility: No
• Customer_Impact_Level: Medium

Requirements Traceability:

• Related_Requirements: CIS01US07-AC01, Category Hierarchy Rules
• Related_Bugs: N/A
• Related_Test_Cases: CIS01US07_TC_002

Test Environment:

• Environment: Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: 1920x1080
• Dependencies: Database, Authentication Service
• Performance_Baseline: < 2 seconds category creation
• Data_Requirements: Clean category database

Prerequisites:

• Setup_Requirements: Category management system accessible
• User_Roles_Permissions: Utility Admin
• Test_Data: Parent category: "Water Distribution Services", Subcategories: "Meter Installation", "Meter Replacement", "Reconnections", "Service Upgrades", "Disconnections"
• Prior_Test_Cases: CIS01US07_TC_001, CIS01US07_TC_002 must pass

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Create parent category	Category created successfully	"Water Distribution Services"	Parent level
2	Click "+" button next to category	Subcategory form appears	N/A	Hierarchy expansion
3	Add first subcategory	Subcategory created under parent	"Meter Installation"	Child level 1
4	Add second subcategory	Second subcategory created	"Meter Replacement"	Child level 2
5	Add third subcategory	Add third subcategory	"Reconnections"	Child level 3
	Add fourth subcategory	Add fourth subcategory	"Service Upgrades"	Child level 4
	Add fifth subcategory	Add fifth subcategory	"Disconnections"	Child level 5
5	Verify parent category display	Shows "5 subcategories" count	N/A	Count accuracy
6	Test expand/collapse functionality	Subcategories show/hide correctly	N/A	UI behavior
7	Verify subcategory independence	Each subcategory has own Active toggle	N/A	Individual controls

Verification Points:

• Primary_Verification: Category hierarchy displays correctly with proper parent-child relationships
• Secondary_Verifications: Subcategory count accurate, expand/collapse works, individual controls functional
• Negative_Verification: No duplicate subcategories created, no UI layout issues

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Test Case CIS01US07_TC_005

Test Case Metadata:

• Test Case ID: CIS01US07_TC_005
• Title: Validate SLA time business rules enforcement
• Created By: QA Team
• Created Date: 2025-06-02
• Version: 1.0

Classification:

• Module/Feature: Service Configuration
• Test Type: Functional
• Test Level: System
• Priority: P1-Critical
• Execution Phase: Regression
• Automation Status: Manual

Enhanced Tags: Tags: MOD-ServiceConfig, P1-Critical, Phase-Regression, Type-Functional, Platform-Web, Report-Engineering, Customer-Enterprise, Risk-High, Business-Critical, SLA-Critical
Negative, OnbService, CxService, Database

Business Context:

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

Quality Metrics:

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

Coverage Tracking:

• Feature_Coverage: 50%
• Integration_Points: SLA Engine, Validation Service
• Code_Module_Mapped: CxBackoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: Business-Rules, SLA-Compliance
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: High

Requirements Traceability:

• Related_Requirements: CIS01US07-AC04, SLA Validation Rules
• Related_Bugs: N/A
• Related_Test_Cases: CIS01US07_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: 1920x1080
• Dependencies: Validation Service, Database
• Performance_Baseline: < 1 second validation response
• Data_Requirements: Service configuration form access

Prerequisites:

• Setup_Requirements: Service configuration module accessible
• User_Roles_Permissions: Utility Admin
• Test_Data: Response times: 48hrs, 24hrs, 72hrs; Resolution times: 24hrs, 48hrs, 72hrs
• Prior_Test_Cases: CIS01US07_TC_001 must pass

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Open Create Service form Service configuration	Form displays with SLA fields	N/A	Form initialization
2	Enter response time	Field accepts valid value	48	Valid response time
3	Enter resolution time less than response	Validation error displayed	24	Invalid: 24 < 48
4	Verify error message	Clear error message shown	"Resolution time must be ≥ Response time"	User guidance
5	Correct resolution time	Error clears, form submittable	72	Valid: 72 > 48
6	Test equal values	Both times equal should be valid	48/48	Boundary condition
7	Test zero values	Validation prevents zero/negative	0/-1	Invalid input handling

Verification Points:

• Primary_Verification: SLA business rules properly enforced (Resolution ≥ Response time)
• Secondary_Verifications: Clear error messages displayed, form prevents invalid submissions
• Negative_Verification: Cannot save service with invalid SLA configuration

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Test Case CIS01US07_TC_006

Test Case Metadata:

• Test Case ID: CIS01US07_TC_006
• Title: Verify complaint category and type creation workflow
• Created By: QA Team
• Created Date: 2025-06-02
• Version: 1.0

Classification:

• Module/Feature: Complaint Management
• Test Type: Functional
• Test Level: System
• Priority: P1-Critical
• Execution Phase: Regression
• Automation Status: Manual

Enhanced Tags: Tags: MOD-ComplaintConfig, P1-Critical, Phase-Regression, Type-Functional, Platform-Web, Report-CSM, Customer-Enterprise, Risk-High, Business-Critical
HappyPath, Service(Auth, Onb, Cx), Database

Business Context:

• Customer_Segment: Enterprise
• 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: 7 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Medium
• Failure_Impact: High

Coverage Tracking:

• Feature_Coverage: 60%
• Integration_Points: Complaint Engine, Category Service, SLA Management
• Code_Module_Mapped: CxBackoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: CSM
• Report_Categories: Complaint-Management, End-to-End-Workflow
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: High

Requirements Traceability:

• Related_Requirements: CIS01US07-AC15, CIS01US07-AC16, Complaint Workflow
• Related_Bugs: N/A
• Related_Test_Cases: CIS01US07_TC_002

Test Environment:

• Environment: Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: 1920x1080
• Dependencies: Complaint Service, Category Service, Database
• Performance_Baseline: < 3 seconds form submission
• Data_Requirements: Clean complaint configuration database

Prerequisites:

• Setup_Requirements: Complaint management system accessible
• User_Roles_Permissions: Utility Admin
• Test_Data: Category: "Water Quality Issues", Subcategory: "Taste and Odor", Complaint: "Water Taste Complaint", Code: "WTC-TASTE-001"
• Prior_Test_Cases: CIS01US07_TC_001 must pass

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Navigate to Complaints tab	Complaints section loads	N/A	Tab navigation, CIS01US07_TC_001 must pass
2	Create complaint category	Category created successfully	"Water Quality Issues"	Complaint category
3	Add subcategory by click on plus icon on complaint category	Subcategory created under parent	"Taste and Odor"	Specific issue type
4	Navigate to Complaint Types	Types configuration page loads	N/A	Sub-tab navigation
5	Create complaint type	Type creation form opens	N/A	Type configuration
6	Configure basic information	Required fields completed	"Water Taste Complaint", "WTC-TASTE-001"	Water utility data
7	Set complaint classification	Category/subcategory selected	"Water Quality Issues"/"Taste and Odor"	Category linkage
8	Configure resolution timeframes	SLA times set appropriately	Ack: 2hrs, Response: 4hrs, Resolution: 24hrs	Complaint SLA
9	Set closure requirements	Customer confirmation required	Yes	Quality control
10	Set closure requirements	Quality Assurance Review	No	Quality control
10	Click on Create complaint type	Complaint type should created successfully and display successful message	N/A	End-to-end workflow

Verification Points:

• Primary_Verification: Complete complaint workflow from category creation to type configuration
• Secondary_Verifications: Category-type linkage works, SLA configuration saved, closure requirements set
• Negative_Verification: Cannot create type without category, SLA validation enforced

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FULL TEST SUITE (All Priority Levels)

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Test Case CIS01US07_TC_007

Test Case Metadata:

• Test Case ID: CIS01US07_TC_007
• Title: Search functionality across service configurations
• Created By: QA Team
• Created Date: 2025-06-02
• Version: 1.0

Classification:

• Module/Feature: Search
• Test Type: Functional
• Test Level: System
• Priority: P2-High
• Execution Phase: Full
• Automation Status: Manual

Enhanced Tags: Tags: MOD-Search, P2-High, Phase-Full, Type-Functional, Platform-Web, Report-QA, Customer-All, Risk-Medium, Business-High, Integration-Search
HappyPath, Service(Auth, Onb, Cx), 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: Medium
• Expected_Execution_Time: 6 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Low
• Failure_Impact: Medium

Coverage Tracking:

• Feature_Coverage: 35%
• Integration_Points: Search Engine, Database
• Code_Module_Mapped: CxBackoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: QA
• Report_Categories: Search-Functionality, User-Experience
• Trend_Tracking: Yes
• Executive_Visibility: No
• Customer_Impact_Level: Medium

Requirements Traceability:

• Related_Requirements: CIS01US07-AC19, Search Capabilities
• Related_Bugs: N/A
• Related_Test_Cases: CIS01US07_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: 1920x1080
• Dependencies: Search Service, Database with test data
• Performance_Baseline: < 1 second search response
• Data_Requirements: Multiple services with varied properties

Prerequisites:

• Setup_Requirements: Service configuration with multiple test services
• User_Roles_Permissions: Utility Admin
• Test_Data: Services: "Water Connection", "RWC-NEW", various statuses and priorities
• Prior_Test_Cases: CIS01US07_TC_003 must pass

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	Access Service Configuration page	Services list displays	N/A	Baseline state
2	Enter service name in search	Filtered results display	"Water Connection"	Name-based search
3	Clear search, enter service code	Code-based filtering works	"RWC-NEW"	Partial code match
4	Test case-insensitive search	Search works regardless of case	"water connection"	Case handling
5	Combine search and filters	Combined filtering works	"Water" + High priority	Multiple criteria
6	Test empty search results	"No results" message displayed	"NonexistentService"	Empty state handling

Verification Points:

• Primary_Verification: Search functionality works accurately across all criteria
• Secondary_Verifications: Case-insensitive search, empty states handled
• Negative_Verification: No incorrect results returned, performance within acceptable limits

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Test Case CIS01US07_TC_008

Test Case Metadata:

• Test Case ID: CIS01US07_TC_008
• Title: Concurrent user modification conflict handling
• Created By: QA Team
• Created Date: 2025-06-02
• Version: 1.0

Classification:

• Module/Feature: Concurrency Control
• Test Type: Functional
• Test Level: System
• Priority: P2-High
• Execution Phase: Full
• Automation Status: Manual

Enhanced Tags: Tags: MOD-ConcurrencyControl, P2-High, Phase-Full, Type-Functional, Platform-Web, Report-Engineering, Customer-Enterprise, Risk-High, Business-High, Integration-SessionManagement
Negative, OnbService, CxService, Database

Business Context:

• Customer_Segment: Enterprise
• Revenue_Impact: High
• Business_Priority: Should-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: No
• SLA_Related: No

Quality Metrics:

• Risk_Level: High
• Complexity_Level: High
• Expected_Execution_Time: 10 minutes
• Reproducibility_Score: Medium
• Data_Sensitivity: Medium
• Failure_Impact: High

Coverage Tracking:

• Feature_Coverage: 20%
• Integration_Points: Session Management, Conflict Detection, Database Locking
• Code_Module_Mapped:CxBackoffice
• Requirement_Coverage: Partial
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: Concurrency-Testing, Data-Integrity
• Trend_Tracking: Yes#
  
  Requirements Traceability:
• Related_Requirements: CIS01US07-AC19
• Related_Bugs: N/A
• Related_Test_Cases: CIS01US07_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: 1920x1080
• Dependencies: Search Service, Database with test data
• Performance_Baseline: < 1 second search response
• Data_Requirements: Multiple services with varied properties

Prerequisites:

• Setup_Requirements: Service configuration with multiple test services
• User_Roles_Permissions: Utility Admin
• Test_Data: Services: "Water Connection", "RWC-NEW", various statuses and priorities
• Prior_Test_Cases: CIS01US03

Test Procedure:

Step #	Action	Expected Result	Test Data	Comments
1	User A opens service for editing	Edit form loads	"Residential Water Connection Service"	First user session First create
2	User B opens same service	Edit form loads independently	Same service	Second user session
3	User A modifies response time	Change saved successfully	2 hours → 1 hour	First modification
4	User B modifies priority level	Conflict detection occurs	Normal → High	Concurrent modification
5	Verify conflict resolution	Appropriate conflict message	"Service modified by another user"	Conflict handling
6	User B refreshes data	Latest changes loaded	Updated response time visible	Data refresh
7	User B reapplies changes	Changes saved successfully	Priority: High	Conflict resolution

---

Test Case 9

Test Case Metadata

• Test case-Case ID: CIS01US07_TC_09
• Title: Verify SLA calculation using business hours configuration

• Test Case Metadata

  Field	Value
  Test Case ID	CIS01US07_TC_09
  Title	Verify SLA calculation using business hours configuration
  Created By	Yash
  : SDET Created Date	: 2025-06-05
  Last Version: Updated By	SDET
  Last Updated Date	2025-06-05
  Version	1.0

Classification

• ClassificationModule/Feature

  Field	Value
  Module/Feature	: Settings - SLA Configuration
  Test Type	: Functional
  Test Level	: System
  Priority	: P2 (High)
  Execution Phase	: Regression
  Automation Status	: Manual
  Enhanced Tags	for 17 Reports Support Tags: MOD-Settings, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-QA, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-Point, sla, business-hours, calculation, settingssettings, HappyPath, Database

Business Context

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

Quality Metrics

• Risk_Level: Medium
• Complexity_Level: Medium
• Expected_Execution_Time: 15 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Low
• Failure_Impact: High

Coverage Tracking

• Feature_Coverage: 80%
• Integration_Points: Service configuration module, SLA engine
• Code_Module_Mapped: CxBackoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting

• Primary_Stakeholder: QA
• Report_Categories: Quality-Dashboard, Module-Coverage
• Trend_Tracking: Yes
• Executive_Visibility: No
• Customer_Impact_Level: High

Requirements Traceability

• Related_Requirements

  Field	Value
  Related: Requirements	AC03 - Business hours and 24/7 time calculations
  Related Related_Bugs: Bugs	N/A
  Related Related_Test_Cases: Test Cases	TC-SET-SLA-003, TC-SET-SLA-005

Test Environment

• Environment

  : Staging FieldBrowser/Version	Value
  Environment	QA
  Browser/Version	: Chrome 115+
  , Firefox 110+, Safari 16+, Edge Latest Device/OS	: Windows 10/11
  Screen11, Resolution	macOS 12+ Screen_Resolution: Desktop-1920x1080
  Dependencies	: Service configuration module, SLA engine

• PrerequisitesPerformance_Baseline

  : < 3 seconds FieldData_Requirements	: Business hours configuration data Prerequisites ValueSetup_Requirements
  Setup: Requirements	Business hours configured (9 AM - 5 PM, Mon-Fri)
  User User_Roles_Permissions: Roles/Permissions	Utility Admin
  Test Test_Data: Data	Service category with 8-hour business hours SLA
  Prior Prior_Test_Cases: Test Cases	TC-SET-CAT-002 (Category creation)

Test Procedure

	Step #	Action	Expected Result	Test Data	Comments
1	Action	Expected Result	Test Data	Comments
1	Login as Utility Administrator	Dashboard displayed with configuration access	admin@utility.com / Password123!	Verify admin role permissions
2	Navigate to Settings > Service Configuration	Service configuration page displayed	N/A	Check page load and navigation
3	Click "Add New Service" button	Service creation form displayed	N/A	Verify form availability
4	Fill service details with business hours SLA	Service form populated with required fields	Service: "Meter Reading", Category: "Billing Support", Response Time: 8 hours	Use existing category
5	Select "Business Hours Only" option	Business hours calculation enabled	Business Hours: Mon-Fri 9 AM - 5 PM	Verify toggle state
6	Save service configuration	Service saved with business hours SLA calculation	N/A	Check confirmation message
7	Create test service request on Friday at 4 PM	Service request created with Friday 4 PM timestamp	Request time: Friday 16:00	Simulate real-world scenario
8	Verify SLA deadline calculation	SLA deadline shows Monday 12 PM (next business day + 4 hours)	Expected deadline: Monday 12:00 PM	Weekend hours excluded from calculation
9	Create another request on Wednesday at 2 PM	Service request created with Wednesday 2 PM timestamp	Request time: Wednesday 14:00	Test mid-week calculation
10	Verify SLA deadline for mid-week request	SLA deadline shows Thursday 10 AM (next business day + 8 hours)	Expected deadline: Thursday 10:00 AM	Normal business day calculation

Verification Points

• Primary VerificationPrimary_Verification: SLA deadlines correctly exclude non-business hours and weekends
• Secondary VerificationsSecondary_Verifications: Business hours configuration is applied consistently, Different time scenarios calculate correctly
• Negative VerificationNegative_Verification: Weekend and after-hours time is not counted in SLA calculations

---

Test Case 10

Test Case Metadata

• Test Case 2: 24/7 SLA Calculation ID

  : CIS01US07_TC_10

• Test Case MetadataTitle

  Field	Value
  Test: Case ID	CIS01US07_TC_014
  Title	Verify SLA calculation using 24/7 availability configuration
  Created By	: SDET
  Created Date	: 2025-06-05
  Last Version: Updated By	SDET
  Last Updated Date	2025-06-05
  Version	1.0

Classification

• ClassificationModule/Feature

  
  

  
  

  
  

  Field	Value
  Module/Feature	: Settings - SLA Configuration
  Test Type	: Functional
  Test Level	: System
  Priority	: P2 (High)
  Execution Phase	: Regression
  Automation Status	: Manual
  Enhanced Tags	for 17 Reports Support Tags: MOD-Settings, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-QA, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-Point, sla, 24x7, calculation, emergency, HappyPath, OnbService, CxService, 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: Medium
• Complexity_Level: Medium
• Expected_Execution_Time: 12 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Low
• Failure_Impact: Critical

Coverage Tracking

• Feature_Coverage: 85%
• Integration_Points: Service configuration module, SLA engine
• Code_Module_Mapped: CxBackoffice
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting

• Primary_Stakeholder: QA
• Report_Categories: Quality-Dashboard, Module-Coverage
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: High

Requirements Traceability

• Related_Requirements

  Field	Value
  Related: Requirements	AC03 - Business hours and 24/7 time calculations
  Related Related_Bugs: Bugs	N/A
  Related Related_Test_Cases: Test Cases	TC-SET-SLA-009

Test Environment

• Environment

  : Staging FieldBrowser/Version	Value
  Environment	QA
  Browser/Version	: Chrome 115+
  , Firefox 110+, Safari 16+, Edge Latest Device/OS	: Windows 10/11
  Screen11, Resolution	macOS 12+ Screen_Resolution: Desktop-1920x1080
  Dependencies	: Service configuration module, SLA engine

• PrerequisitesPerformance_Baseline

  : < 3 seconds FieldData_Requirements	: 24/7 service configuration data Prerequisites ValueSetup_Requirements
  Setup: Requirements	24/7 service configuration available
  User User_Roles_Permissions: Roles/Permissions	Utility Administrator
  Test Test_Data: Data	Emergency service category with 4-hour SLA
  Prior Prior_Test_Cases: Test Cases	TC-SET-CAT-002

Test Procedure

	Step #	Action	Expected Result	Test Data	Comments
1	Action	Expected Result	Test Data	Comments
1	Login as Utility Administrator	Dashboard displayed with admin access	admin@utility.com / Password123!	Verify admin permissions
2	Navigate to Service Configuration	Service list and configuration options displayed	N/A	Check module accessibility
3	Create new emergency service	Service creation form opened	N/A	Emergency service setup
4	Configure service with 24/7 availability	Service form shows 24/7 option selected	Service: "Emergency Repair", Response Time: 4 hours, Availability: 24/7	Critical service configuration
5	Set SLA to 4 hours response time	SLA parameters configured for continuous operation	Resolution Time: 8 hours	Emergency response standards
6	Save 24/7 service configuration	Service saved with continuous availability	N/A	Verify save operation
7	Create service request on Saturday at 11 PM	Request created with weekend late-night timestamp	Request time: Saturday 23:00	Test weekend scenario
8	Verify SLA deadline calculation	SLA deadline shows Sunday 3 AM (exactly 4 hours later)	Expected deadline: Sunday 03:00 AM	All hours counted including weekends
9	Create request on Sunday at 6 AM	Service request with Sunday morning timestamp	Request time: Sunday 06:00	Test Sunday morning
10	Verify continuous SLA calculation	SLA deadline shows Sunday 10 AM (4 hours from creation)	Expected deadline: Sunday 10:00 AM	No business hour restrictions

Verification Points

• Primary VerificationPrimary_Verification: 24/7 SLA calculations include all hours and days
• Secondary VerificationsSecondary_Verifications: Weekend and holiday hours are counted, Continuous time calculation works correctly
• Negative VerificationNegative_Verification: No business hour restrictions are applied

---

Test Case 11

Test Case Metadata

• Test Case 3: Automatic Routing Rules Configuration (AC07)ID

  Test Case Metadata

  Field	Value
  Test Case ID	CIS01US07_TC_015
  Title	Configure automatic routing rules based on service category and priority
  Created By	SDET
  Created Date	2025-06-05
  Last Updated By	SDET
  Last Updated Date	2025-06-05
  Version	1.0

  Classification

  Field	Value
  Module/Feature	Settings - Routing Configuration
  Test Type	Functional
  Test Level	System
  Priority	P2 (High)
  Execution Phase	Regression
  Automation Status	Planned for Automation
  Tags	routing, automation, priority, assignment

  Requirements Traceability

  Field	Value
  Related Requirements	AC07 - Automatic routing rules based on category and priority
  Related Bugs	N/A
  Related Test Cases	TC-SET-CAT-002, TC-SET-SLA-003

  Test Environment

  Field	Value
  Environment	QA
  Browser/Version	Chrome 115+
  Device/OS	Windows 10/11
  Screen Resolution	1920x1080
  Dependencies	User management system, Service categories

  Prerequisites

  Field	Value
  Setup Requirements	Multiple user roles and departments configured
  User Roles/Permissions	Utility Administrator
  Test Data	Categories: Emergency Repairs, Billing Support; Users: Field Team, Customer Service
  Prior Test Cases	User role setup completed

  Test Procedure

  Step #	Action	Expected Result	Test Data	Comments
  1	Access routing configuration module	Routing rules management interface displayed	N/A	Check module availability
  2	Select "Emergency Repairs" category	Category selected for routing rule creation	Category: Emergency Repairs	High priority category
  3	Set routing rule for Emergency + Critical priority	Rule creation form opened	Priority: Critical, Assign to: Field Emergency Team	Critical priority handling
  4	Configure notification settings	Notification options displayed and configured	Notify: Team Lead, SMS + Email	Multi-channel notifications
  5	Save emergency routing rule	Rule saved successfully with confirmation	N/A	Verify rule persistence
  6	Create routing rule for Billing category	New rule form for billing services	Category: Billing Support, Priority: Normal, Assign to: Customer Service Team	Standard priority routing
  7	Set escalation trigger for billing	Escalation configuration added	Escalate after: 24 hours, To: Billing Supervisor	Time-based escalation
  8	Test emergency request routing	Create test emergency request	Service: Emergency Repair, Priority: Critical	Simulate real request
  9	Verify automatic assignment	Request automatically assigned to Field Emergency Team	Expected assignee: Field Emergency Team	Check routing accuracy
  10	Test billing request routing	Create test billing request	Service: Bill Dispute, Priority: Normal	Standard routing test
  11	Verify billing assignment	Request assigned to Customer Service Team	Expected assignee: Customer Service Team	Verify rule application
  12	Verify notification triggers	Check that appropriate notifications were sent	Expected: SMS + Email to Team Lead	Communication verification

  Verification Points

  • Primary Verification: Requests are automatically routed to correct teams based on category and priorityCIS01US07_TC_11
  • Secondary VerificationsTitle: Notifications are sent to designated recipients, Escalation rules are properly configured
  • Negative Verification: Requests are not assigned to inappropriate teams

  
  

  ---

  
  

  Test Case 4: Priority-Based Routing Rules (AC07)

  Test Case Metadata

  Field	Value
  Test Case ID	CIS01US07_TC_016
  Title	Verify routing rule hierarchy based on priority levels
  Created By	SDET
  Created Date	2025-06-05
  Last Updated By	SDET
  Last Updated Date	2025-06-05
  Version	1.0

  Classification

  Field	Value
  Module/Feature	Settings - Priority Routing
  Test Type	Functional
  Test Level	Integration
  Priority	P2 (High)
  Execution Phase	Regression
  Automation Status	Manual
  Tags	routing, priority, hierarchy, assignment

  Requirements Traceability

  Field	Value
  Related Requirements	AC07 - Automatic routing based on priority
  Related Bugs	N/A
  Related Test Cases	TC-SET-ROUTE-011

  Test Environment

  Field	Value
  Environment	QA
  Browser/Version	Chrome 115+
  Device/OS	Windows 10/11
  Screen Resolution	1920x1080
  Dependencies	Priority system, Team assignments

  Prerequisites

  Field	Value
  Setup Requirements	Multiple priority levels and corresponding teams configured
  User Roles/Permissions	Utility Administrator
  Test Data	Priorities: Critical, High, Normal, Low; Teams: Level 1, Level 2, Level 3 Support
  Prior Test Cases	TC-SET-ROUTE-011

  Test Procedure

  Step #	Action	Expected Result	Test Data	Comments
  1	Configure Critical priority routing	Critical requests route to senior specialists	Priority: Critical → Senior Field Team	Highest priority handling
  2	Configure High priority routing	High priority requests route to experienced team	Priority: High → Level 2 Support Team	Experienced staff assignment
  3	Configure Normal priority routing	Normal requests route to standard team	Priority: Normal → Level 1 Support Team	Standard workflow
  4	Configure Low priority routing	Low priority uses queue-based assignment	Priority: Low → Available Team Member	Load balancing
  5	Create Critical priority test request	Request generated with critical classification	Category: Water Outage, Priority: Critical	Emergency scenario
  6	Verify Critical routing	Request immediately assigned to Senior Field Team	Expected: Senior Field Team assignment within 5 minutes	Rapid response verification
  7	Create High priority test request	Request with high priority classification	Category: Pressure Issue, Priority: High	Important but not emergency
  8	Verify High priority routing	Request assigned to Level 2 Support within SLA	Expected: Level 2 assignment within 15 minutes	Timely assignment check
  9	Create multiple Normal priority requests	Several normal priority requests submitted	Category: Billing Query, Priority: Normal (x3)	Standard load testing
  10	Verify Normal priority distribution	Requests distributed among Level 1 Support team	Expected: Even distribution among available Level 1 staff	Load balancing verification
  11	Test priority override scenario	Create request and manually change priority	Initial: Normal → Changed to: Critical	Priority escalation test
  12	Verify routing rule updates	System re-routes request based on new priority	Expected: Request moved from Level 1 to Senior Field Team	Dynamic routing capability

  Verification Points

  • Primary Verification: Routing rules correctly prioritize requests based on configured hierarchy
  • Secondary Verifications: Priority changes trigger re-routing, Load balancing works for same priority requests
  • Negative Verification: Lower priority requests don't bypass higher priority routing

  
  

  ---

  
  

  Test Case 5: Template-Based SLA Configuration (AC09)

  Test Case Metadata

  Field	Value
  Test Case ID	CIS01US07_TC_017
  Title	Configure SLA using predefined templates for common utility services
  Created By	SDET
  Created Date	2025-06-05
  Last Updated By	SDET
  Last Updated Date	2025-06-05
  Version	1.0

  Classification

  Field	Value
  Module/Feature	Settings - SLA Templates
  Test Type	Functional
  Test Level	System
  Priority	P3 (Medium)
  Execution Phase	Regression
  Automation Status	Manual
  Tags	sla, templates, configuration, efficiency

  Requirements Traceability

  Field	Value
  Related Requirements	AC09 - Template-based SLA configuration
  Related Bugs	N/A
  Related Test Cases	TC-SET-SLA-003

  Test Environment

  Field	Value
  Environment	QA
  Browser/Version	Chrome 115+
  Device/OS	Windows 10/11
  Screen Resolution	1920x1080
  Dependencies	Template library, SLA configuration module

  Prerequisites

  Field	Value
  Setup Requirements	SLA templates library available
  User Roles/Permissions	Utility Administrator
  Test Data	Templates: Emergency Response, Standard Service, Billing Support
  Prior Test Cases	Basic SLA configuration tested

  Test Procedure

  Step #	Action	Expected Result	Test Data	Comments
  1	Access SLA Templates library	Template selection interface displayed	N/A	Check template availability
  2	View "Emergency Response" template	Template details shown with predefined parameters	Template: Response 2hrs, Resolution 8hrs, Escalation 1hr	Pre-configured emergency settings
  3	Select Emergency Response template	Template applied to new service configuration	N/A	Template selection process
  4	Customize template parameters	Allow modification of template values	Modify Response: 2hrs → 1hr	Template flexibility
  5	Save customized emergency service	Service created with modified template values	Service: "Gas Leak Response"	Emergency service setup
  6	Apply "Standard Service" template	Standard template loaded with default values	Template: Response 24hrs, Resolution 72hrs, Escalation 48hrs	Standard service parameters
  7	Use template without modification	Service created with exact template parameters	Service: "Routine Maintenance"	Template as-is usage
  8	Create custom template from existing service	New template saved based on configured service	Template name: "Custom Billing SLA"	Template creation feature
  9	Apply newly created custom template	Custom template available for selection	Use for: "Account Adjustment Service"	Template reusability
  10	Verify template consistency	Multiple services using same template have identical SLA parameters	Compare: 3 services using Standard Service template	Consistency check
  11	Test template modification impact	Update base template and check affected services	Modify Standard Service template: Resolution 72hrs → 96hrs	Template update propagation
  12	Verify services updated or flagged	Services show updated values or require manual confirmation	Expected: Services flagged for review or auto-updated	Change management

  Verification Points

  • Primary Verification: Templates correctly apply predefined SLA parameters to services
  • Secondary Verifications: Templates can be customized, Custom templates can be created and reused
  • Negative Verification: Template changes don't break existing service configurations

  
  

  ---

  
  

  Test Case 6: Configuration Change Audit Logging (AC10)

  Test Case Metadata

  Field	Value
  Test Case ID	CIS01US07_TC_018
  Title	Verify comprehensive audit logging of all configuration changes
  Created By	SDET
  Created Date	2025-06-05
  Last Updated By	SDET
  Last Updated Date	2025-06-05
  Version	1.0

  Classification

  Field	Value
  Module/Feature	Settings - Audit & Compliance
  Test Type	Functional
  Test Level	System
  Priority	P1 (Critical)
  Execution Phase	Regression
  Automation Status	Manual
  Tags	audit, logging, compliance, tracking

  Requirements Traceability

  Field	Value
  Related Requirements	AC10 - Audit logs with user identification and timestamps
  Related Bugs	N/A
  Related Test Cases	All configuration test cases

  Test Environment

  Field	Value
  Environment	QA
  Browser/Version	Chrome 115+
  Device/OS	Windows 10/11
  Screen Resolution	1920x1080
  Dependencies	Audit system, User authentication

  Prerequisites

  Field	Value
  Setup Requirements	Audit logging enabled
  User Roles/Permissions	Utility Administrator, CSO Manager
  Test Data	Multiple user accounts for testing
  Prior Test Cases	User authentication working

  Test Procedure

  Step #	Action	Expected Result	Test Data	Comments
  1	Login as Utility Administrator	Admin dashboard displayed	admin1@utility.com	First admin user
  2	Create new service category	Category created successfully	Category: "Infrastructure Maintenance"	Configuration change action
  3	Access audit log immediately	Audit entry created for category creation	Log entry should show: User, Timestamp, Action, Details	Real-time logging
  4	Verify audit log details	Complete information logged correctly	Expected: User ID, Action "Category Created", Timestamp, Category Name	Comprehensive logging
  5	Login as different administrator	Second admin session established	admin2@utility.com	Different user test
  6	Modify existing category	Category modification completed	Change: Category status Active → Inactive	Modification tracking
  7	Check audit trail for modification	Modification logged with new user details	Expected: Different User ID, "Category Modified", Before/After values	User attribution
  8	Configure SLA parameters	SLA settings updated	Service: Response time 24hrs → 12hrs	SLA change logging
  9	Verify SLA change audit	SLA modification details logged	Expected: Field changed, Old value, New value, User, Timestamp	Detailed change tracking
  10	Delete a test category	Category deletion performed	Category: "Test Category"	Deletion audit test
  11	Confirm deletion audit entry	Deletion logged with complete details	Expected: "Category Deleted", Category details preserved in log	Deletion tracking
  12	Generate audit report	Report generated with date range filter	Date range: Last 24 hours	Audit reporting functionality
  13	Verify report completeness	All performed actions appear in chronological order	Expected: All 5 actions logged in sequence	Complete audit trail
  14	Test audit log immutability	Attempt to modify audit log entries	Expected: Audit logs cannot be edited or deleted	Data integrity

  Verification Points

  • Primary Verification: All configuration changes are logged with complete details
  • Secondary Verifications: User identification is accurate, Timestamps are precise and consistent
  • Negative Verification: Audit logs cannot be tampered with or deleted

  
  

  ---

  
  

  Test Case 7: Audit Log User Attribution (AC10)

  Test Case Metadata

  Field	Value
  Test Case ID	CIS01US07_TC_019
  Title	Verify accurate user attribution in audit logs across different roles
  Created By	SDET
  Created Date	2025-06-05
  Last Updated By	SDET
  Last Updated Date	2025-06-05
  Version	1.0

  Classification

  Field	Value
  Module/Feature	Settings - User Attribution
  Test Type	Functional
  Test Level	System
  Priority	P1 (Critical)
  Execution Phase	Regression
  Automation Status	Manual
  Tags	audit, user-attribution, roles, security

  Requirements Traceability

  Field	Value
  Related Requirements	AC10 - User identification in audit logs
  Related Bugs	N/A
  Related Test Cases	TC-SET-AUDIT-014

  Test Environment

  Field	Value
  Environment	QA
  Browser/Version	Chrome 115+
  Device/OS	Windows 10/11
  Screen Resolution	1920x1080
  Dependencies	Multi-user system, Role management

  Prerequisites

  Field	Value
  Setup Requirements	Multiple user roles configured
  User Roles/Permissions	Utility Administrator, CSO Manager, System Admin
  Test Data	3 different user accounts with different roles
  Prior Test Cases	Role-based access control configured

  Test Procedure

  Step #	Action	Expected Result	Test Data	Comments
  1	Login as Utility Administrator	Admin access granted	utiladmin@company.com	Primary admin role
  2	Create service category	Category created and logged	Category: "Utility Admin Test"	Admin-level action
  3	Check audit log for user details	Audit shows Utility Administrator role and full user details	Expected: User ID, Full Name, Role, Email	Complete user identification
  4	Logout and login as CSO Manager	CSO Manager dashboard displayed	csomanager@company.com	Different role login
  5	Attempt configuration change	CSO Manager performs allowed action	Action: View configuration details	Role-appropriate action
  6	Verify CSO Manager audit entry	Audit log shows CSO Manager role and permissions	Expected: Different User ID, CSO Manager role	Role differentiation
  7	Login as System Administrator	System Admin access confirmed	sysadmin@company.com	Highest privilege role
  8	Perform system-level configuration	System-wide setting modified	Action: Update system SLA defaults	System-level change
  9	Check system admin audit trail	Audit reflects System Administrator privileges	Expected: System Admin role, System-level action type	Privilege level tracking
  10	Generate comprehensive audit report	Report includes actions from all three roles	Date range: Today	Multi-role audit summary
  11	Verify role-based audit separation	Each action clearly attributed to correct role and user	Expected: Clear role identification for each entry	Role clarity
  12	Test concurrent user actions	Multiple users perform actions simultaneously	2 admins + 1 CSO Manager concurrent actions	Concurrent attribution test
  13	Verify concurrent audit accuracy	All concurrent actions properly attributed to correct users	Expected: No attribution mix-ups	Concurrency handling
  14	Test session timeout audit	Perform action after session timeout and re-login	Session timeout → re-login → action	Session management audit

  Verification Points

  • Primary Verification: Each audit entry accurately identifies the performing user and their role
  • Secondary Verifications: Role-based permissions are reflected in audit logs, Concurrent actions don't cause attribution errors
  • Negative Verification: Actions are never attributed to wrong users or generic system accounts

  
  

  ---

  
  

  Test Case 8: Circular Reference Validation (AC12)

  Test Case Metadata

  Field	Value
  Test Case ID	CIS01US07_TC_020
  Title	Prevent circular references in category hierarchy creation
  Created By	: SDET
  Created Date	: 2025-06-05
  Last Version: Updated By	SDET
  Last Updated Date	2025-06-05
  Version	1.0

Classification

• ClassificationModule/Feature

  Field	Value
  Module/Feature	: Settings - Category Validation
  Test Type	: Functional
  Test Level	: System
  Priority	: P2 (High)
  Execution Phase	: Regression
  Automation Status	: Manual
  Enhanced Tags	for 17 Reports Support Tags: MOD-Settings, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-QA, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-Point, validation, hierarchy, circular-reference, data-integrity

Business Context

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

Quality Metrics

• Risk_Level: Medium
• Complexity_Level: High
• Expected_Execution_Time: 16 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Medium
• Failure_Impact: High

Coverage Tracking

• Feature_Coverage: 85%
• Integration_Points: Category hierarchy system, Validation engine
• Code_Module_Mapped: Settings.Category.CircularValidation
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting

• Primary_Stakeholder: QA
• Report_Categories: Quality-Dashboard, Data-Integrity, Module-Coverage
• Trend_Tracking: Yes
• Executive_Visibility: No
• Customer_Impact_Level: Medium

Requirements Traceability

• Related_Requirements

  Field	Value
  Related: Requirements	AC12 - Circular reference validation
  Related Related_Bugs: Bugs	N/A
  Related Related_Test_Cases: Test Cases	TC-SET-CAT-002, TC-SET-CAT-004

Test Environment

• Environment

  : Staging FieldBrowser/Version	Value
  Environment	QA
  Browser/Version	: Chrome 115+
  , Firefox 110+, Safari 16+, Edge Latest Device/OS	: Windows 10/11
  Screen11, Resolution	macOS 12+ Screen_Resolution: Desktop-1920x1080
  Dependencies	: Category hierarchy system, Validation engine

• PrerequisitesPerformance_Baseline

  : < 4 seconds FieldData_Requirements	Value
  Setup: Requirements	Multi-level category hierarchy exists
  User Prerequisites Setup_Requirements: Roles/Permissions	Multi-level category hierarchy exists User_Roles_Permissions: Utility Administrator
  Test Test_Data: Data	Categories: Parent A → Child B → Grandchild C
  Prior Prior_Test_Cases: Test Cases	Basic category creation working

Test Procedure

	Step #	Action	Expected Result	Test Data	Comments
1	Action	Expected Result	Test Data	Comments
1	Create parent category "Maintenance"	Parent category created successfully	Category: "Maintenance Services"	Top-level category
2	Create childsub category under Maintenance	Childsub category created with proper parent link	Child: "Emergency Repairs" → Parent: "Maintenance Services"	Second level category
3	Create grandchild category	Third level category established	Grandchild: "Water Line Breaks" → Parent: "Emergency Repairs"	Third level depth
4	Attempt to set "Maintenance" as child of "Water Line Breaks"	System prevents circular reference	Error expected: "Circular reference detected"	Direct circular reference test
54	Verify error message displayed	Clear error message explaining circular reference issue	Expected message: "Cannot set parent category - would create circular reference"	User-friendly error
65	Try to set "Emergency Repairs" as child of "Water Line Breaks"	System blocks the circular reference	Error expected: Parent-child relationship validation failed	Indirect circular reference
7	Attempt complex circular reference	Create longer chain and try to close the loop	A→B→C→D, then try D→A	Complex circular reference test
8	Verify system detects complex circular reference	System prevents multi-level circular reference	Expected: Validation catches indirect circular reference	Advanced validation test
9	Test category modification for circular reference	Try to change existing category's parent to create circle	Change "Maintenance" parent to "Water Line Breaks"	Modification-based circular reference
106	Verify modification blocked	System prevents modification that would create circular reference	Expected: Modification rejected with explanation	Change validation
11	Create valid category hierarchy	System allows valid non-circular hierarchy creation	Categories: Service A, Service B, Service C (parallel structure)	Positive validation test
12	Verify valid hierarchy accepted	System accepts valid category structure without issues	Expected: All categories created successfully	Validation accuracy
13	Test edge case: self-reference	Try to set category as its own parent	Set "Maintenance" parent as "Maintenance"	Self-reference prevention
14	Verify self-reference blocked	System prevents category from being its own parent	Expected: "Category cannot be its own parent" error	Self-reference validation

Verification Points

• Primary VerificationPrimary_Verification: System prevents all forms of circular references in category hierarchies
• Secondary VerificationsSecondary_Verifications: Error messages are clear and helpful, Valid hierarchies are not blocked
• Negative VerificationNegative_Verification: No circular references can be created through any method

PERFORMANCE TEST SCENARIOS

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Test Case CIS01US07_TC_010CIS01US07_TC_012

Test Case Metadata:

• Test Case ID: CIS01US07_TC_010CIS01US07_TC_012
• Title: Page load performance validation under normal load
• Created By: QA Team
• Created Date: 2025-06-02
• Version: 1.0

Classification:

• Module/Feature: Performance
• Test Type: Performance
• Test Level: System
• Priority: P2-High
• Execution Phase: Performance
• Automation Status: Automated

Enhanced Tags: Tags: MOD-Performance, P2-High, Phase-Performance, Type-Performance, Platform-Web, Report-Engineering, Customer-All, Risk-Medium, Business-High
HappyPath, OnbService, CxService

Business Context:

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

Quality Metrics:

• Risk_Level: Medium
• Complexity_Level: Medium
• Expected_Execution_Time: 15 minutes
• Reproducibility_Score: High
• Data_Sensitivity: Low
• Failure_Impact: Medium

Coverage Tracking:

• Feature_Coverage: 100%
• Integration_Points: Database, UI Components, Search Engine
• Code_Module_Mapped: PageRenderer, DataLoader, SearchModule
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: Performance-Dashboard, SLA-Compliance
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: High

Requirements Traceability:

• Related_Requirements: Performance Requirements < 3 seconds
• Related_Bugs: N/A
• Related_Test_Cases: All functional test cases

Test Environment:

• Environment: Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: 1920x1080
• Dependencies: Database with 100+ test records, Performance monitoring tools
• Performance_Baseline: Page loads < 3 seconds, Search < 1 second
• Data_Requirements: Large dataset for realistic performance testing

Prerequisites:

• Setup_Requirements: Performance monitoring enabled, large test dataset loaded
• User_Roles_Permissions: Utility Administrator access
• Test_Data: 100+ categories, 200+ services, 150+ complaint types
• Prior_Test_Cases: Environment performance baseline established

Performance Benchmarks:

• Service Categories page load: < 3 seconds
• Service Configuration page load: < 3 seconds
• Search response time: < 1 second
• Form submission: < 2 seconds

Test Procedure:

Step #	Action	Expected Result	Performance Target	Comments
1	Load Service Categories page	Page loads completely	< 3 seconds	Cold load performance
2	Navigate between sub-tabs	Tab switching responsive	< 0.5 seconds	UI responsiveness
3	Perform search operation	Results display quickly	< 1 second	Search performance
4	Open service creation form	Modal opens responsively	< 0.5 seconds	Form load time
5	Submit service creation	Save operation completes	< 2 seconds	Transaction performance
6	Load large category list	Page handles 100+ categories	< 3 seconds	Data volume handling

Verification Points:

• Primary_Verification: All page loads meet performance benchmarks under normal load
• Secondary_Verifications: UI remains responsive, search performance acceptable, forms load quickly
• Negative_Verification: No timeouts or performance degradation beyond acceptable limits

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API TEST CASES (Critical Level ≥7)

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Test Case CIS01US07_TC_011CIS01US07_TC_013

Test Case Metadata:

• Test Case ID: CIS01US07_TC_011CIS01US07_TC_013
• Title: Service Category API CRUD operations validation
• Created By: QA Team
• Created Date: 2025-06-02
• Version: 1.0

Classification:

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

Enhanced Tags: Tags: MOD-ServiceCategoriesAPI, P1-Critical, Phase-Regression, Type-API, Platform-Web, Report-Engineering, Customer-Enterprise, Risk-High, Business-Critical, Integration-API
HappyPath, OnbService, CxService, Database

Business Context:

• Customer_Segment: Enterprise
• Revenue_Impact: High
• Business_Priority: Must-Have
• Customer_Journey: Integration
• Compliance_Required: No
• SLA_Related: Yes

Quality Metrics:

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

Coverage Tracking:

• Feature_Coverage: 80%
• Integration_Points: API Gateway, Database, Authentication Service
• Code_Module_Mapped: CategoryAPI, CRUDOperations, DataValidation
• Requirement_Coverage: Complete
• Cross_Platform_Support: API

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: API-Testing, Integration-Coverage
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: High

Requirements Traceability:

• Related_Requirements: API Functionality, CRUD Operations
• Related_Bugs: N/A
• Related_Test_Cases: CIS01US07_TC_002

Test Environment:

• Environment: Staging
• Browser/Version: API Testing Tool (Postman/Newman)
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: N/A
• Dependencies: API Gateway, Database, Authentication tokens
• Performance_Baseline: < 500ms API response time
• Data_Requirements: Valid API authentication tokens

Prerequisites:

• Setup_Requirements: API endpoints accessible, authentication configured
• User_Roles_Permissions: API access with admin privileges
• Test_Data: API tokens, category data: "Water Billing Services"
• Prior_Test_Cases: Authentication API must be functional

API Endpoints Tested:

• POST /api/v1/service-categories
• GET /api/v1/service-categories
• PUT /api/v1/service-categories/{id}
• DELETE /api/v1/service-categories/{id}

Test Procedure:

Step #	API Call	Expected Response	Test Data	Validation
1	POST /api/v1/service-categories	201 Created	{"name": "Water Billing Services", "status": "active"}	Category creation
2	GET /api/v1/service-categories	200 OK, category in list	N/A	Retrieve validation
3	PUT /api/v1/service-categories/{id}	200 OK	{"name": "Updated Billing Services"}	Update operation
4	DELETE /api/v1/service-categories/{id}	204 No Content	N/A	Deletion validation
5	GET /api/v1/service-categories/{id}	404 Not Found	N/A	Deletion confirmation

Verification Points:

• Primary_Verification: All CRUD operations execute successfully with correct HTTP status codes
• Secondary_Verifications: Response times within limits, data persistence verified, error handling correct
• Negative_Verification: Invalid requests return appropriate error codes and messages

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SECURITY TEST SCENARIOS

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Test Case CIS01US07_TC_012CIS01US07_TC_014

Test Case Metadata:

• Test Case ID: CIS01US07_TC_012CIS01US07_TC_014
• Title: Input sanitization and SQL injection prevention
• Created By: QA Team
• Created Date: 2025-06-02
• Version: 1.0

Classification:

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

Enhanced Tags: Tags: MOD-Security, P1-Critical, Phase-Security, Type-Security, Platform-Web, Report-Engineering, Customer-Enterprise, Risk-Critical, Business-Critical, Integration-Security
HappyPath, OnbService, CxService, Database

Business Context:

• Customer_Segment: Enterprise
• Revenue_Impact: Critical
• Business_Priority: Must-Have
• Customer_Journey: Daily-Usage
• Compliance_Required: Yes
• SLA_Related: No

Quality Metrics:

• Risk_Level: Critical
• Complexity_Level: High
• Expected_Execution_Time: 12 minutes
• Reproducibility_Score: High
• Data_Sensitivity: High
• Failure_Impact: Critical

Coverage Tracking:

• Feature_Coverage: 90%
• Integration_Points: Input Validation, Database Security, Authentication
• Code_Module_Mapped: InputSanitizer, SecurityValidator, XSSProtection
• Requirement_Coverage: Complete
• Cross_Platform_Support: Web

Stakeholder Reporting:

• Primary_Stakeholder: Engineering
• Report_Categories: Security-Testing, Vulnerability-Assessment
• Trend_Tracking: Yes
• Executive_Visibility: Yes
• Customer_Impact_Level: Critical

Requirements Traceability:

• Related_Requirements: Security Requirements, Input Validation, Data Protection
• Related_Bugs: N/A
• Related_Test_Cases: All input-based test cases

Test Environment:

• Environment: Staging
• Browser/Version: Chrome 115+, Firefox 110+, Safari 16+, Edge Latest
• Device/OS: Windows 10/11, macOS 12+
• Screen_Resolution: 1920x1080
• Dependencies: Security scanning tools, Database monitoring
• Performance_Baseline: Security validation < 100ms
• Data_Requirements: Malicious input test vectors

Prerequisites:

• Setup_Requirements: Security monitoring enabled, SQL injection detection tools
• User_Roles_Permissions: Utility Administrator access for testing
• Test_Data: Malicious inputs: SQL injection strings, XSS payloads, oversized inputs
• Prior_Test_Cases: Basic functionality verified

Test Procedure:

Step #	Action	Expected Result	Malicious Input	Comments
1	Attempt SQL injection in category name	Input sanitized, no DB compromise	"'; DROP TABLE categories; --"	SQL injection test
2	Test XSS in service description	Script tags escaped	"<script>alert('XSS')</script>"	XSS prevention
3	Test oversized input	Validation error returned	1000+ character string	Buffer overflow test
4	Test special characters	Characters properly handled	"Category & <Service> #1"	Character encoding
5	Verify CSRF protection	Token validation enforced	N/A	CSRF prevention

Verification Points:

• Primary_Verification: All malicious inputs properly sanitized without compromising system security
• Secondary_Verifications: Error messages don't reveal system information, CSRF tokens validated
• Negative_Verification: No successful injection attacks, no data exposure, no system compromise

Test Case 1: Business Hours SLA Calculation

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Test Suite Organization

Smoke Test Suite (Execution: Every Build)

• CIS01US07_TC_001: Basic Navigation
• CIS01US07_TC_002: Service Category Creation
• CIS01US07_TC_003: Service Configuration Creation

Execution Time: ~10 minutes Automation Rate: 100%

Regression Test Suite (Execution: Before Release)

• All Smoke tests +
• CIS01US07_TC_004: Category Hierarchy
• CIS01US07_TC_005: SLA Validation
• CIS01US07_TC_006: Complaint Workflow
• CIS01US07_TC_009: Concurrent Users

Execution Time: ~45 minutes Automation Rate: 95%

Full Test Suite (Execution: Weekly/Major Release)

• All Regression tests +
• CIS01US07_TC_007: Search & Filter
• CIS01US07_TC_008: Import Functionality
• CIS01US07_TC_010: Performance Tests
• CIS01US07_TC_011: API Tests
• CIS01US07_TC_012: Security Tests

Execution Time: ~2 hours Automation Rate: 85%

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Execution Matrix

Test Case	Chrome	Firefox	Safari	Edge	Mobile	Priority
TC_001-003	✓	✓	✓	✓	✓	P1
TC_004-006	✓	✓	-	✓	✓	P1-P2
TC_007-009	✓	✓	-	-	-	P2-P3
TC_010-012	✓	-	-	-	-	P1-P2

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Integration Test Dependencies

External Dependencies:

• Authentication Service (CX Core)
• Database Service
• File Upload Service

Test Execution Order:

1. Prerequisites: Authentication & Environment
2. Core Features: Categories → Services → Complaints
3. Advanced Features: Search, Import, Performance
4. Security & Edge Cases: Final validation

Failure Handling:

• Skip dependent tests when prerequisites fail
• Log all dependency failures for analysis
• Provide alternative test paths where possible

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Water Utility Test Data Sets

Service Categories:

Water Connection Services

├── New Installations

├── Reconnections

├── Service Upgrades

└── Disconnections

Water Quality Services

├── Testing & Analysis

├── Treatment Issues

└── Contamination Response

Billing & Payment Services

├── Account Management

├── Payment Processing

└── Dispute Resolution

Sample Services:

Residential Water Connection (RWC-NEW-001)

Commercial Water Installation (CWI-NEW-001)

Emergency Water Shutoff (EWS-EMRG-001)

Water Quality Testing (WQT-TEST-001)

Billing Inquiry Resolution (BIR-SUPP-001)

Complaint Types:

Low Water Pressure (LWP-PRES-001)

Water Quality Issues (WQI-QUAL-001)

Billing Disputes (BD-BILL-001)

Service Interruptions (SI-SERV-001)

This comprehensive test suite covers all functional requirements, business rules, and quality attributes while providing complete support for the 17 BrowserStack test management reports through detailed tagging and classification.